FREQUENTLY ASKED QUESTIONS (FAQ)
General Inquiries
How do I reach Orthopulse customer service?
Contact us for any concerns via email at info@orthopulse.co.uk. We respond to inquiries on business days within a 24-hour period.
How do I get a discount?
Visit our homepage at www.orthopulse.co.uk to access exclusive offers. Additionally, we provide seasonal promotions throughout the year. You can redeem your discount code during the checkout process to receive a discount on your order.
What are the conditions for returns and refunds?
Items in their original, unused condition can be returned up to 30 days after receipt. For more details, please refer to our Returns and Refunds Policy. Please email us at info@orthopulse.co.uk for the return process and include your order number.
Shipping Information
How long does it take for my order to be delivered?
Orthopulse offers free shipping for all customer orders. We use fulfillment points in UK and the People's Republic of China to ensure the shortest delivery times. The estimated delivery time is 3-10 days.
We always ship the order from the nearest warehouse. However, if the ordered items are not available in our UK warehouse, we will deliver them directly from our warehouse in the People's Republic of China using Yun Express postal service. The estimated delivery time then is 9-21 days.
Please note that delivery times may be delayed on high volume days and holidays due to high pressure on shipping companies.
How can I track the status of my order?
After shipping your order, we will send a confirmation email with the tracking details. The first scan in the tracking system can take up to 48 hours.
How can I change or cancel my order?
We process our orders very quickly and usually cannot make changes if the order was placed more than 24 hours ago. However, if you notice the mistake immediately, please send us an email at info@orthopulse.co.uk to see if a change is possible.
How long does it take for the order to be processed?
All orders are processed within 2-3 business days. Orders are not shipped or delivered on weekends or holidays.
During high volumes, shipments may be delayed. Please allow additional days for delivery. If there is a significant delay in shipping your order, we will contact you via email or phone.
Why have I not received a confirmation email?
Please check your spam or promotions folder if the email has not arrived in your inbox. To ensure that our confirmation emails reach you, you can add the email address info@orthopulse.co.uk to your list of safe senders. If you cannot find the email despite checking these records, please contact us, and we will be happy to help.
What happens if my order is returned to the sender?
If your order is returned to the sender, we will contact you via email at the address you provided when placing the order. If you notice through the tracking link that your order has been returned, please send us an email at info@orthopulse.co.uk so we can properly investigate the issue.
Payment Information
What payment methods are accepted?
We accept PayPal and all major credit cards, including Visa, MasterCard, American Express, Visa Debit, and Visa Electron.
Why was my payment not accepted?
There are several reasons why a payment may fail. Please check your payment details for accuracy and try again.
By entering and using our website www.orthopulse.co.uk and making purchases, you agree to the terms of this FAQ page and our general terms and conditions.
Trade Name: Orthopulse
Address: 51 Hameau des Boutons d’Or, 27180 Les Baux-Sainte-Croix, France
Phone: +33 6 36 54 88 45
Email: info@orthopulse.co.uk
(Available Monday to Friday from 9AM to 5PM)