Delivery and Returns

Welcome to OrthoHero! We’re committed to providing you with an exceptional shopping experience, and that includes ensuring a smooth delivery process and hassle-free returns. Please take a moment to review our comprehensive Delivery and Returns Policy.

Shipping Policy

Order Processing

- Processing Time: Orders are processed within 24 hours. You will receive an email confirmation notifying you when your order is on its way!

Delivery Across Australia

- Shipping Location: Simply enter your address at checkout to determine your shipping location.

- Same-Day Delivery: Orders placed before 2 PM during our operating hours (9 AM - 5 PM) will be delivered the same day. Orders placed after these hours will be delivered the next business day.

- Tracking Information: Once your order is ready for delivery, you will receive an email with real-time tracking information.

Domestic Shipping Rates

- Free Shipping: We offer free shipping to all locations across Australia. You will see this reflected at checkout.

International Shipping

- Current Status: At this time, we do not offer international shipping. Please check back as we expand our reach in the future.

Returns Policy

At OrthoHero, we want you to be completely satisfied with your purchase. If you are not satisfied for any reason, our return policy is designed to help you.

General Return Guidelines

- Return Period: We accept returns up to 30 days after delivery. Items must be unused and in their original condition to qualify for a return.

- Refund Process: Upon receiving the returned item, you will be issued a full refund of the order amount, excluding shipping costs.

Damaged or Incorrect Items

- If your order arrives damaged or if you receive the incorrect items, please contact us at hello@orthohero.com.au as soon as possible. Include your order number and a clear photo of the item's condition. We will address these issues promptly and work towards a satisfactory resolution.

Return Process

1. Notify Us: Email photos or a video of the products you wish to return to hello@orthohero.com.au for approval.

2. Get Approval: Once your return is approved, you will receive the address to send your parcel. Ensure your return is well-packaged and meets the conditions outlined below.

3. Include Order Number: Clearly mark your order number on the package.

4. Use a Tracking Service: Send your return using an insured, trackable delivery service to ensure it reaches us safely.

Return Terms and Guidelines

- For hygiene reasons, all returned items must be unused and packaged with all original parts.

- Ensure all returned items are well-packaged to avoid damage during transit.

- Use a trackable, insured service for returns; we cannot take responsibility for items damaged or lost in transit.

- Returns must be pre-approved; without approval, your return may not be processed.

- Please note that we do not accept returns of replacement units.

Contact Us

If you have any questions or concerns regarding our Delivery and Returns Policy, please do not hesitate to reach out to us at hello@orthohero.com.au or call us at +61439590461. Our customer service team is ready to assist you.

Thank you for choosing OrthoHero! We appreciate your business and look forward to serving you.