Shipping, Returns & Refunds

Your order will immediately be processed, and a confirmation email will be sent after confirming your details and payment information. We will ship your order in 2-5 business days, and an email confirmation, along with your order tracking number, will be sent at this time. Prior to that, you will not receive any notifications from us unless there is a problem with your order. We do not process or ship orders on weekends and statutory holidays. If you place your order less than 24 hours prior to weekend or holiday, it will be processed the next business day. Expect delivery in 2-7 business days after receiving the shipping details from us through an email. Standard shipping rate of $14.99 applies to all orders up to $99 (before taxes). Orders over $99 are shipped for free. We do not ship to P.O. Boxes. Canadian addresses only – international shipping is unavailable at this time. Some products are shipped by a third party, and delivery times may differ from posted above. Same shipping charges apply. All returns must be made to Orthotic Shoes Hub as outlined below.

Order Tracking

Once we process your order, you will receive an email notification together with order tracking information. As some of our products are shipped by a third party, tracking information may be available by request only. Please note that tracking information will be available only after we finished processing your order and you received an email notification.

Returns

Please follow the return instructions as outlined below in the Return Shipping section. You will get a refund or an exchange for the item by mail within 30 days of purchase. We don’t refund or exchange past 30 days of purchase. Exceptions will be made for orders which were delayed (back order, transit delays, longer delivery times etc.), and will be handled on case-to-case basis. Return authorization is required – please contact us prior to returning your item(s). Any item(s) returned without prior authorization will be considered an unauthorized return, and refund may be declined. To be eligible for a refund, your item must be unused, unworn and in the same condition you received it. It must also be in the original undamaged packaging.

Please do not attach shipping labels, packing tape or any notes directly to the product packaging! Use a separate shipping box or envelope to return your item. Any items returned in damaged packaging may be rejected and refund declined.

If refund is declined, you can have your item shipped back to you (additional charges apply) within 30 days. We can’t guarantee that your item will be available past that timeframe. To complete your return, we require a receipt or proof of purchase. Repeated returns are not allowed. We may refuse to process orders from customers who make repeated returns. If this happens, the customer will be notified and asked to contact us for details. We will charge a $20 restocking fee per item on returns exceeding 2 items. For example: if a customer has purchased 3 items, only 2 will be refunded in full. The remaining 1 will be a subject to a $20 restocking fee. This also applies to items purchased in separate orders, if placed within 30 days of each other. We also reserve the right to limit the number of items per order.

Refunds

You will receive an email to notify you that we have received your returned item when your return is received and inspected. We will notify you of the approval or rejection of your refund. Please note that original shipping costs are non-refundable. Your refund will be processed, and a credit (less any shipping charges) will be applied to your credit card or original method of payment. Please allow 5-10 business days for transaction. Please note that it may take 1-2 billing cycles for the refund to appear on your credit card statement.

Return Shipping

To return your product, please mail it to:

Orthotic Shoes Hub, Suite# 585, 420 Main Street East, Milton, ON, L9T 5G3, Canada.

You will be responsible for shipping costs for returning your item. Shipping costs are non-refundable. You should consider using a trackable shipping service or purchasing shipping insurance. We will not be responsible for lost or damaged items, and a refund will be denied. When shipping your item, please make sure that “leave at door” option is not selected. Small parcels are delivered to our front door, and if arrived outside our regular business hours, your returned item may be left outside, unattended and in plain view.

Damaged Product or Fulfillment Error

We will replace items, free of shipping charges, if they are defective, damaged or do not match your order.  If you need to exchange your product, please email us at info@orthoticshoeshub.com to make necessary arrangements. We may request a photo(s) of the product to determine eligibility.