Seller protection

Knowing the steps for successful selling will help you have the best experience possible. This article walks through the sellers' responsibilities and how our team can best support you.

Ship your item on time and as described and you'll be paid.

If your item is damaged or lost in transit to the buyer, you're covered for up to $100 shipping protection when using OrthoGear prepaid labels.

If you didn't receive your item back after an approved return, or if you received your item in a different condition than you sent it, you may be eligible for reimbursement.

Once an order has been placed on OrthoGear, it cannot be canceled or returned without the Seller's consent unless: the item received was not as described, the item received was in violation of OrthoGear's Terms of Service, the item did not receive an acceptance scan from the shipping carrier (first scan by the carrier after receipt/pickup of the package) within 30 calendar days from date of purchase.

OrthoGear does not accept returns or issue a refund if the Buyer marks the order as "received" and payment is released to the Seller or in the following circumstances: The return request was approved, but the buyer did not return the item back to the seller after 15 calendar days from approval. The buyer does not contact OrthoGear within the return timeframe.

To provide peace of mind for your shipments, we include up to $100 Shipping Protection for OrthoGear prepaid labels. If your item is lost in transit, or if the buyer files a return for an item damaged in transit, OrthoGear's Shipping Protection has you covered.

Instead of asking you to file a claim with the carrier, OrthoGear's customer service team will automatically review your transaction for eligibility. The claims process can take up to 8 weeks. Once approved, your balance will be reimbursed in 5 business days.

To qualify for OrthoGear's Shipping Protection: the package must be scanned by the shipping provider within 3 business days of the sale, the seller cannot modify the shipping label, the paid weight of the shipping label is equal or greater than the actual weight of the package, damage claims must be filed within 24 hours of the shipping carrier's documented delivery timestamp.

Need help with a return? We're available 7 days a week at support@myorthogear.com or (919) 495-7693.