Frequently Asked Questions (FAQs)

General & About Us

Q: What is OrthosCare?

A: OrthosCare is a dedicated online health and lifestyle wellness store providing innovative products that support restorative sleep, personal wellness tracking, pain relief, and daily vitality.

Q: How can I contact customer support?

A: Our customer support team can be reached anytime via email at support@orthoscare.com. We operate Monday through Friday and respond to all inquiries within 24–48 business hours.

Orders & Payments

Q: What payment methods do you accept?

A: We accept all major credit and debit cards (Visa, MasterCard, American Express, Maestro), PayPal, Apple Pay, Google Pay, and localized secure checkout options depending on your region.

Q: Is my payment information secure?

A: Absolutely. All transactions are routed through Level 1 PCI-DSS certified payment processors with 256-bit SSL encryption. OrthosCare never stores or has access to your full payment card details.

Q: Can I modify or cancel my order after placing it?

A: If your order has not yet entered the packaging and fulfillment queue, we can gladly assist you with changes or cancellation. Please contact support@orthoscare.com as quickly as possible with your Order Number.

Shipping & Delivery

Q: Where do you ship?

A: We provide tracked shipping to over 40 countries worldwide, including the United States, United Kingdom, Canada, European Union member states, Australia, and New Zealand.

Q: Will I receive tracking updates?

A: Yes. As soon as your parcel is dispatched from our fulfillment center, you will receive an automatic email containing an official carrier tracking number and a link to trace your delivery in real time.

Q: Will I have to pay customs duties or import taxes?

A: For EU orders, standard VAT is included. For deliveries outside the European Union, local import taxes or customs clearance fees may apply according to your country’s regulations and are the responsibility of the recipient.

Returns & 2-Year Warranty

Q: What is your return policy?

A: We offer EU and UK consumers a statutory 14-day right of withdrawal from delivery, and provide a 30-day extended satisfaction return policy worldwide for unused products in unopened original packaging. Please see our Refund & Return Policy for full details.

Q: Can I return opened mouth tapes or breathing patches?

A: For health, sanitary, and hygiene reasons (under EU Directive 2011/83/EU Art. 16(e)), disposable adhesive products, mouth tapes, and intimate skin-contact items cannot be returned once their protective hygiene seals have been broken.

Q: What if my smart ring or wearable device stops working?

A: All electronic devices sold by OrthosCare to EU consumers come with a 2-Year Statutory Conformity Warranty covering manufacturing and hardware defects. Contact support@orthoscare.com with your order details and photos/videos for a free replacement or repair.

Health Devices & Medical Clarifications

Q: Are your smart health rings medically certified?

A: OrthosCare products are consumer wellness and lifestyle tracking tools designed to support healthy habits. They are NOT certified medical devices and should never be used as a substitute for clinical diagnostics or professional medical consultations.

Q: Will anti-snoring mouth tapes cure Obstructive Sleep Apnea (OSA)?

A: No. Our sleep support aids are designed to promote comfortable nasal breathing for benign lifestyle snorers. They are NOT treatments for Obstructive Sleep Apnea. If you suspect you have sleep apnea, consult a certified sleep specialist immediately.

OrthosCare • Rua Centro de Artes, 8 - Loja H, 6200-505 Covilhã, Portugal • support@orthoscare.com