Return & Exchange Policy

Clear, Fair & Product-Specific Return Rules

Clear Policies by Product Category

Product-specific return rules. Every product on our website clearly displays its return category directly on the product page. Categories include 5-day unopened, 7-day factory sealed (medical & electrical devices), 30-day unopened, 30-day open & try, or final sale.

Return and exchange eligibility is determined by the return badge displayed on the product page at the time of purchase. This system ensures transparency so customers can review their return options before completing checkout.

All return request windows are calculated from the delivery date confirmed by the shipping carrier.

If you are unsure which return category applies to an item, please contact us before ordering and our team will gladly assist.

Return Categories Explained

Our products fall into one of the following return categories, as clearly shown on each product page:
Our products fall into one of the following return categories, as clearly shown on each product page:
5-Day Return (Unopened Only) Items must remain new and unopened with the security seal intact. Return requests must be submitted within 5 days of delivery.
7-Day Return (Factory Sealed Medical & Electrical Devices) Eligible electrotherapy and personal-use medical devices may be returned only if unopened and factory sealed. Return requests must be submitted within 7 days of delivery. Customers are responsible for return shipping costs. Opened or tampered devices are not eligible for return due to hygiene and safety standards.
30-Day Return (Unopened Only) Items must remain new, unused, and in original unopened packaging. Return requests must be submitted within 30 days of delivery.
30-Day Return (Open & Try) Eligible items may be opened or tried on for fit or evaluation but must remain clean, complete, and in resellable like-new condition with all packaging and accessories included.
Final Sale These items are not eligible for return or exchange except in cases of defect, damage, or shipping error reported within 5 days of delivery.

Exchanges & Return Shipping

Free exchange label within 10 days (bracing & parcel-sized items only). For eligible bracing and standard parcel-sized products, we provide one prepaid return label for exchanges requested within 10 days of delivery.
Bracing & Standard Parcel Items:
  • Free exchange label within 10 days (one per order)
  • After 10 days, a return label can be issued for $14.95 + applicable taxes, deducted from the refund
  • Returns may also be shipped back using your own tracked shipping method
Medical Devices & Electrical Products (Factory Sealed Only):
  • Eligible for return only if unopened and factory sealed with the original seal intact
  • Return requests must be submitted within 7 days of delivery
  • Customer is responsible for return shipping costs
  • A return label can be provided for $14.95 + applicable taxes, deducted from the refund
  • Original outbound shipping charges are non-refundable
  • Opened or tampered devices are not eligible for return
  • If documentation has been provided for insurance reimbursement, we may require confirmation of claim status before processing any refund.
Large / Oversized / Clinical Equipment:
  • Not eligible for free return shipping
  • Return freight is the customer’s responsibility
  • May require palletized or insured freight return
  • Outbound freight charges are non-refundable
  • Restocking fees up to 25% may apply
  • All returns are inspected upon arrival
Outbound shipping charges are non-refundable once an order has been successfully delivered.

Refused & Undeliverable Shipments

Refused or undeliverable shipments. If a shipment is refused at delivery, returned to sender, or undeliverable due to an incorrect address provided at checkout, original outbound shipping charges and any carrier return fees may be deducted from the refund.

Condition Requirements

Condition RequirementsAll returned items must meet the condition requirements defined by the product’s return category shown on the product page at the time of purchase.
  • Items must be clean, complete, and in resellable, like-new condition where applicable.
  • Products categorized as factory-sealed medical or electrical devices must remain unopened with the original seal intact.
  • All original packaging, manuals, inserts, accessories, and identification labels must be included and undamaged.
  • Returns must be shipped inside a protective outer shipping box to prevent damage to the product packaging during transit.
Restocking fees may apply. If items are returned used, altered, incomplete, damaged, or without proper protective packaging, a restocking fee of up to 25% may be deducted from the refund.
Returns may be refused if condition requirements are not met. Products received in unacceptable condition may be refused and returned to the customer at their expense.

RMA Process

Return authorization required. Please do not send items back without written approval and a Return Merchandise Authorization (RMA) number.

  1. Confirm eligibility by reviewing the return badge on the product page.
  2. Submit your request using the form below (include your order number and item details).
  3. Our team will respond within 1–2 business days with approval and next steps if eligible.
Name
Email

Order Information

In order to process your return or exchange we need to have your ordering information. You will be able to find this from an email or the pdf invoice that was sent to you when you first placed the order. Please check our return and exchange policy and confirm your product(s) can be returned / exchanged. If you are able to, you have 30 days from the arrival of your product to return or exchange it. If you are not sure, fill out the form and we will look into it and get back to you!
Return Or Exchange?
Provide the sku number, description of each item you would like to return / exchange, separate each item by a semi colin ( ; ).
Drag & Drop Files, Choose Files to Upload You can upload up to 5 files.
How would you like us to communicate with you?

Refund Timing

Once your approved return is received, our team will inspect the item to confirm eligibility, condition, and completeness.

Refund processing: Approved refunds are typically initiated within 2–5 business days after the returned item has been inspected and confirmed eligible.

Refunds are issued to the original method of payment. Processing times vary by financial institution and may take up to 2–3 weeks to appear on your statement.

Shipping charges are non-refundable once an order has been successfully delivered.

Free Shipping Threshold Adjustment

Free Shipping Threshold Adjustment. If your original order qualified for free shipping and a return reduces the order total below the free shipping minimum, the applicable standard shipping charge will be deducted from your refund.This adjustment reflects the shipping cost that would have applied to the remaining items in the order at the time of purchase.

Insurance, Prescriptions & Reimbursement Verification

Insurance documentation, prescriptions, and returns. If documentation has been provided for insurance reimbursement or a prescription has been submitted for tax-exempt processing, and a cancellation, refund, or return is later requested (in whole or in part), we may require confirmation of claim or reimbursement status from you or your insurer before processing any refund.Refund processing may be delayed until claim or reimbursement status has been verified.
If reimbursement has already been issued by an insurer or other third party, the item may not be eligible for refund.This policy helps protect the integrity of the reimbursement process and prevents duplicate insurance claims, tax-exempt misuse, or fraudulent activity.

International Orders

International orders are final sale. Orders shipped outside of Canada are not eligible for return or exchange.

International customers are responsible for all applicable duties, taxes, customs fees, and brokerage charges.

If an item is determined to be ineligible for international shipment after purchase, we reserve the right to cancel and refund the order.

Physio Store Fit Guarantee

Try it on with confidence. For eligible bracing products, we offer a Fit Guarantee to ensure you receive the correct size.

You may try the brace on for fit. If the size is not correct, you can request a free exchange within 10 days of delivery for your first exchange on that order.

If you prefer to return instead of exchange, returns are accepted within 30 days provided the brace remains in resellable, like-new condition with original packaging and inserts.

After 10 days: Exchanges and returns are still possible within the product’s return window; however, return shipping may apply under our standard policy.

If you are unsure about sizing before ordering, please contact us and we’ll gladly assist.

Return Policy Integrity

We reserve the right to refuse returns, limit return privileges, or deny refunds in cases of suspected misuse, excessive return activity, policy abuse, or fraudulent activity.

Frequently Asked Questions

Do you offer free returns in Canada? We provide one free return or exchange label within 10 days of delivery for eligible bracing and standard parcel-sized items. After 10 days, a return label is available for $14.95 + applicable taxes, deducted from the refund. Large, freight-shipped, medical, and electrical items are not eligible for free return shipping.
How long do I have to request a return? The return window depends on the category displayed on the product page at the time of purchase. Items may be marked as 5-day unopened, 7-day factory sealed (medical & electrical devices), 30-day unopened, 30-day open & try, or final sale. All return windows are calculated from the confirmed delivery date.
Are medical devices and electrical products returnable? Eligible medical and electrical devices may be returned only if unopened and factory sealed, and the return request is submitted within 7 days of delivery. Opened or tampered devices are not eligible for return due to hygiene and safety standards. All returns are inspected prior to refund approval.
What happens if I open a medical or electrical device? Once the factory seal is broken, the item is no longer eligible for return. Due to hygiene and safety standards, opened devices cannot be restocked or resold.
Can I return a medical device if my insurance does not cover it? Eligible medical and electrical devices may be returned only if unopened and factory sealed within 7 days of delivery. We strongly recommend confirming insurance coverage before opening the product.
What happens if I submit my purchase to insurance and then request a return? If documentation has been provided for insurance reimbursement or a prescription has been submitted for tax-exempt processing, we may require confirmation of claim or reimbursement status before processing any refund. Refund processing may be delayed until claim status has been verified.
Can I return part of my order? Yes. Partial returns are permitted if the items meet their specific return category requirements. If your order originally qualified for free shipping and the return reduces the total below the free shipping minimum, the applicable shipping charge will be deducted from your refund.
What if I miss the return window? Once the applicable return window has passed, the item is no longer eligible for return or exchange. We encourage customers to review their products promptly upon delivery.
Can I return an item without the original packaging? No. All returned items must include original packaging, inserts, manuals, accessories, and labels. Items returned without proper packaging or in non-resellable condition may be refused or subject to restocking fees.
What if the item shows signs of use? Returned items must meet the condition requirements outlined in our return policy. Products showing signs of use, wear, washing, skin contact, or clinical application may be considered non-resellable and may be refused or subject to restocking fees.
How should I ship my return? Returns must be placed inside a protective outer shipping box. Please do not apply shipping labels directly to the product packaging, as damaged packaging may result in a restocking fee or refusal of the return.
What if the factory seal was damaged during shipping? If you believe the seal was compromised during transit, please contact us within 5 days of delivery with photos. We will review and assist accordingly.
Are shipping charges refundable? Shipping charges are non-refundable once an order has been successfully delivered. If a return reduces the order total below the free shipping minimum, the applicable shipping charge will be deducted from the refund.
Do I need an RMA number to return an item? Yes. All returns require written approval and a Return Merchandise Authorization (RMA) number. Returns sent without authorization may be delayed or refused.
Are large or freight-shipped items returnable? Large, oversized, and clinical equipment may be eligible for return depending on the category shown at the time of purchase. Return freight and associated carrier costs are the responsibility of the customer. Restocking fees of up to 25% may apply.
What if my item arrives damaged or defective? Please contact us within 5 days of delivery. We will resolve defective, damaged, or incorrectly shipped items promptly.
What if I refuse delivery or enter the wrong address? If a shipment is refused, returned to sender, or undeliverable due to an incorrect address provided at checkout, original outbound shipping charges and carrier return fees may be deducted from the refund.
How long does it take to receive my refund? Once your approved return is received and inspected, refunds are typically initiated within a few business days. Depending on your financial institution, it may take 2–3 weeks to appear on your statement.

Still Have Questions?

Please do not hesitate to reach out to us through our Contact Us page if you require any further assistance or have any inquiries.  We are always ready to provide you with the best possible guidance and service and looking forward to hearing from you.  Thank you for your time and support.