Payment Policy
Last updated: September 11, 2026
How you pay at orthovel-footwear.com, when you're charged, what appears on your statement, and what to do if a payment fails or looks wrong. The one thing to remember: your card number never reaches us.
1. Accepted payment methods
| Cards | Visa, Mastercard, American Express, Discover (credit and debit) |
| Digital wallets | Apple Pay, Google Pay, PayPal |
The options shown at checkout are the ones available for your order and device. We don't add a surcharge or processing fee to any payment method.
2. When you're charged
Your payment method is charged when you place the order, not when it ships. You'll receive an order confirmation by email within a few minutes; the order number at the top is the quickest way for us to find your order, so keep it. Once the payment has cleared, the order goes into processing; delivery times are in our Shipping Policy.
3. Prices, tax and duties
All prices are in US dollars. Sales tax is calculated from your shipping address at checkout, where it applies, and shown before you confirm. Shipping is free. If your order ships from a fulfillment center outside the United States, all customs duties and import fees are paid by us; nothing is collected at the door, and you won't receive a bill from the carrier or from customs afterward.
4. How the charge appears on your statement
Card and wallet payments appear as ORTHOVEL-FOOTWEAR.COM. If you see a charge you don't recognize, email us at support@orthovel-footwear.com with the date and amount before contacting your bank. We can identify any transaction within one business day. A dispute through your bank typically takes 30 to 90 days and freezes the amount in the meantime, so an email is faster for you.
5. Security
- The connection between your browser and the checkout is encrypted (TLS).
- Payments are processed by a gateway that maintains PCI DSS compliance, the card industry's security standard.
- Card payments are typically verified through 3D Secure, so your bank confirms the transaction with you before it's approved.
- We receive a payment confirmation, the card type and the last four digits. Your full card number never reaches our systems and is never stored by us, and we'll never ask you to send it by email.
6. When a payment is declined
Most declines come down to a typo in the card number, expiration date or security code; an expired card or insufficient balance; a billing address that doesn't match what your bank has on file; a bank flag on an unusual transaction, which a short call clears; or online purchases switched off in your banking app. Check the details before trying again, and don't submit the same order several times in a row. Each attempt can place a temporary hold on your account, which releases on its own within 3 to 7 business days. If it still won't go through, email us and we'll help.
7. Charged, but no confirmation email
Check your spam and promotions folders. If nothing has arrived after a couple of hours, email us the amount and the date of the charge and we'll trace the order.
8. Pending or duplicate charges
A pending charge isn't necessarily a completed payment; failed attempts often leave a temporary authorization that disappears within a few business days. If you believe you've actually been charged twice, send us your name, the order number, the date and amount of each charge, and a screenshot with card details covered. We'll check and correct it.
9. Refunds
Refunds always go back to the payment method used for the original order; we can't send them to a different card or account. For unworn returns we issue refunds within 7 business days of receiving the return, and your bank usually needs 3 to 5 more business days to show the credit. Comfort Guarantee exchanges don't involve a refund; the replacement pair ships once the carrier scans your return. Eligibility and the full process are in our Returns & Comfort Guarantee.
10. Changes to this policy
We update this page when we add or remove payment methods or when the law changes. The current version is always here, with the date at the top. The version in effect when you placed your order is the one that applies to it.
11. Contact
Email: support@orthovel-footwear.com Phone: +1 (703) 893-9400 Customer service hours: Monday–Friday, 9:00 AM–9:00 PM ET Response time: Within one business day
Orthovel LLC 1961 Chain Bridge Road, Tysons, VA 22102, United States
