Frequently Asked Questions

Welcome to Planet Orthopedic.

Below you will find answers to common questions about orders, delivery, tracking, payments, returns, and our products.

For further assistance, please contact us at info@planetorthopedic.ca.

Orders

1. How do I know if my order was successfully placed?

After completing your purchase, you should receive an order confirmation at the email address provided at checkout.

If you cannot find it, please check your spam or junk folder before contacting us.

2. Can I cancel or change my order?

Please contact us as soon as possible at info@planetorthopedic.ca.

We will make reasonable efforts to accommodate your request before the order is processed or shipped.

Once an order has been shipped, changes or cancellation may no longer be possible, but any applicable rights under our Returns & Refunds Policy and applicable law remain unaffected.

3. I entered the wrong delivery address. What should I do?

We will make reasonable efforts to update the address before shipment.

Changes cannot be guaranteed once an order has been processed, packed, or transferred to the carrier or logistics provider.

Shipping & Delivery

4. How long does delivery take?

Orders are normally processed within 2–5 business days after payment confirmation.

The normal estimated delivery timeframe is 7–14 business days for Canada Post Standard Shipping and 5–12 business days for Canada Post Express Shipping.

This estimate may include processing, preparation, shipping, and transit, depending on the order, destination, carrier, and logistics process.

Delivery estimates are not guaranteed delivery dates and may be extended due to circumstances such as customs or border procedures, Canadian statutory holidays, severe weather, carrier disruptions, peak shipping periods, or other circumstances outside our reasonable control.

Please see our Shipping Policy for full details.

5. How much does delivery cost?

Canada Post Standard Shipping is free to all Canadian provinces and territories. Canada Post Express Shipping costs CA$4.99.

Any applicable shipping charge will be clearly displayed at checkout before payment.

You will be able to review the applicable shipping method, charges, and total order amount before completing your purchase.

Prices are shown in Canadian dollars (CAD) and are final, with applicable taxes and duties included. Import duties and taxes (GST/HST, any applicable provincial sales tax, and any customs charges) are covered by Planet Orthopedic, and there is no additional charge on delivery.

6. How can I track my order?

Tracking information is normally available within 2–5 business days after order confirmation.

Once available, tracking details will be sent to the email address provided at checkout.

You can also refer to our Track Your Order page.

7. Why is my tracking information not updating?

Tracking may take some time to become active or display updates after a shipment has been registered with the carrier or logistics provider.

A temporary lack of tracking updates does not necessarily mean that the package has stopped moving or that the order is delayed.

If tracking has not updated for an unusual period, please contact us.

8. My order is marked as delivered, but I cannot find it. What should I do?

Please check around your delivery location and any designated safe place, with household members, neighbours, reception staff, front desk personnel, or building management where applicable.

Also confirm that the delivery address on your order is correct.

If you still cannot locate the package, contact us with your order number so that we can review the available delivery information.

9. What happens if my package is lost?

If your order has not arrived within the expected timeframe or tracking has shown no movement for an unusual period, please contact us.

We will review the available tracking information and, where appropriate, work with the carrier or logistics provider to investigate.

If the package is confirmed as lost, we will provide an appropriate solution in accordance with our policies and applicable law.

Payments

10. What payment methods do you accept?

The payment methods currently available will be displayed at checkout before you complete your purchase.

Please see our Payment Methods page for further information.

11. Is my payment information secure?

Payments are processed through secure third-party payment providers.

Planet Orthopedic does not directly store full payment card details.

For information about how personal data is handled, please see our Privacy Policy.

12. Why was my payment declined?

Payments may be declined for reasons including security checks, incorrect payment information, insufficient funds, or restrictions imposed by your bank, card issuer, or payment provider.

If your payment is declined, please check your payment details or contact your bank or payment provider.

Returns, Exchanges & Refunds

13. Can I return my order?

Yes.

Eligible products may be returned within 14 days of receiving your order, subject to our Returns & Refunds Policy.

Nothing in our Returns & Refunds Policy limits any consumer rights that may apply under applicable Canadian federal and provincial law.

14. Who pays for return shipping?

For eligible change-of-mind returns, including personal preference or an incorrect size selected by the customer, the customer is generally responsible for the direct return shipping cost, unless otherwise required by applicable law.

If an item arrives defective, damaged, or incorrect, please contact us so that we can provide an appropriate solution in accordance with your applicable rights and our Returns & Refunds Policy. In that case, Planet Orthopedic bears the reasonable cost of the return.

15. Can I exchange an item for another size or colour?

Where available, you may request an exchange for another size, colour, or model.

Exchanges are subject to availability.

Please contact us before returning any item.

16. What should I do if my item arrives defective, damaged, or incorrect?

Please provide your order number and, where appropriate, clear photographs of the item and packaging.

We will review the issue and provide an appropriate solution in accordance with our Returns & Refunds Policy and applicable law.

17. How will I receive my refund?

Approved refunds are normally issued to the original payment method.

Once we have processed the refund, your bank, card issuer, or payment provider may require additional time for the funds to appear in your account.

Products

18. Are Planet Orthopedic products medical devices?

Unless expressly identified otherwise, no.

Planet Orthopedic sells consumer footwear and related products designed with comfort and everyday use in mind.

Our products are not intended to diagnose, treat, cure, mitigate, or prevent diseases, injuries, or medical conditions.

References to comfort, cushioning, support, flexibility, ergonomics, stability, pressure relief, or similar characteristics describe general product features and should not be interpreted as medical advice or a guarantee of a specific health outcome.

Individual results, comfort, and fit may vary.

19. How do I choose the correct size?

Please check the sizing information on the relevant product page before ordering.

Sizing and fit may vary between products, so we recommend checking the measurements or size guide provided for the specific item whenever available.

Customer Support

20. How can I contact Planet Orthopedic?

For assistance, please contact:

Email: info@planetorthopedic.ca
Website: www.planetorthopedic.ca

For questions about an existing order, please include your full name and order number whenever possible.

Planet Orthopedic is operated by:

TEND GLOBAL SOLUTIONS LLC
1701 W Hillsboro Blvd, Suite 208
Deerfield Beach, FL 33442
United States