Return Policy and Instructions
We ask that all customers to review our complete Return Policy before placing an order.
Everyone wants the same thing when shopping on the internet: Low pricing, quality products, fast shipping, and good customer service. The owners and staff at HighTideHealth.com are committed to developing trusted relationships by offering high-quality products and providing service that exceeds your expectations. To develop that trust, we promise to treat you fairly and ask that you consider the challenges a business owner faces processing, handling, and absorbing the costs of returns. We do not have the price mark-up like a retail store and returns are costly. We try to provide more information than most medical supply sites to help you make an informed decision when selecting your product. Please read the Specifications, Description, and Ordering Information carefully before ordering. If you have any question about sizing, product usage, etc. please call and ask us. We love the interaction with our customers.
Returns and Exchanges
We offer a 30 day return policy* for most products as long as they are in unused, original condition, with all original packaging, components, instructions, and warranty materials. We will arrange and pay for return shipping on any item that we shipped incorrectly. You are responsible for the cost of return shipping under any other circumstances. The returned product must be unopened and in a condition that it can be resold as new. Please remember to keep all the original packaging and documentation in the event that your item(s) needs to be returned or exchanged. Due to health, hygienic and safety regulations, certain items may need to be returned unopened and/or unworn. In addition, certain items cannot be returned or exchanged under any circumstances. (A LIST OF THESE ITEMS ARE AT THE END OF THIS PAGE.)
Returns over 30 days are subject to a 10% processing/restocking fee. Returns over 45 days may either be rejected or be subject to a 20% processing/restocking fee at our discretion. No returns over 60 days will be accepted for any reason.
**See below for list of non-returnable items and additional packing instructions.**
ORIGINAL ORDER UNDER $25
If you order was under $25 and you paid for shipping: You will receive a credit for the full amount of the purchase price for the product. The shipping charges will not be returned.
ORIGINAL ORDER OVER $25
All returns of products where the original order received free shipping: You will receive a refund of the original purchase price LESS the ACTUAL SHIPPING COST (what is cost to send it to you) on the original shipment.
ORDERS OVER $300
There will be a 10% restocking fee in addition to the original shipping fees for all returned orders over $300.
RETURN SHIPPING CHARGES FOR UNDELIVERABLE OR REFUSED PACKAGES
If a packaged is undeliverable, refused, unclaimed, etc. both the original cost of shipping and any additional fees charged by the carrier to return it to us will be deducted from the amount to be reimbursed.
A 10% restocking fees may apply on a few special styles/sizes of compression garments. Please call us at 1-877-437-0754 if you have any questions.
IMPORTANT: Most orders are shipped from our own warehouse. However, some products are more cost-effectively shipped directly from the manufacturer. Therefore, it is important that you contact us if you need to make a return or exchange so that we can give you the proper address for the shipment. Please call 1-850-622-0788 (Monday-Friday 9:00 am to 5:00 pm EST) or e-mail us at CustomerService@HighTideHealth.com. If you ship your return to the wrong address, you are responsible for all forwarding fees, so please call or email.
Our shipping department team members have been trained to pack your order carefully to ensure that your order is complete and delivered to you in good condition and contain the correct number of items. However, the shipping carriers can sometimes damage even the best packaging. (We've been doing this awhile -- you'd be surprised what we have seen.) If your package has been damaged by the shipping carrier or is missing an item, please contact us by phone or email within 48 hours of delivery. At no cost to you, we will notify the carrier and they will pick-up the damaged package and we will do our part by sending you a replacement immediately.
Once the item has reached our warehouse and we have inspected it, we will issue a credit to the original credit card used to purchase the product. If you used PayPal, we will issue a credit back to your account for the price of the returned item. This processing usually takes us 3-5 business days after receipt of your return.
Medical supplies are different than regular retail merchandise. To protect the public health, rules and regulations have been established governing the return of single-use health care products. You would not like receiving an item that has been used by someone else and we hope you understand why we are prohibited from reselling them. HighTideHealth is committed to protecting our clients by not accepting returns on the following items:
- Anything that has been worn, laundered, tags removed, stained, or smell of smoke or perfume
- Any item with a CROTCH or that is worn between the legs, i.e., hernia briefs and belts, vaginal support belts, panythose, underwear, etc.
- Single use items such as: Surgical masks, respirator masks, or goggles
- Personal items such as: Erectile disfunction products, sexual aids
- Incontinence products such as: Underwear, panties, clamps, bed pads
- Opened packages of pillows or cushions
- Hot or cold compresses, and other medical supplies and products that are single-use patient items
- Wound Care
- Ointments or lotions
- Nutritional supplements
- Custom made, custom dyed, or special order items
Packing Your Return:
All merchandise must be returned in its original condition with all tags intact. Please be sure to include the original packaging material, manuals, blank warranty cards, and all accessories provided by the manufacturer. Do not mark on the original manufacturer's retail packaging. We will be unable to accept any return if the packaging is not in its original condition. Be sure to send item in a box that will ensure the protection of the original package from being damaged by the shipping carrier. For instance, please do not put a product that is packed in a box into an envelope. At our discretion, if it appears that the retail box is smashed or damage due to poor shipping packaging, the package will be refused and returned to you at your expense or you will incur a 20% restocking fee which will be charged to the credit card which was used to place the original order.
Credit Card Dispute Fees: If you do not recognize a charge on your card, please call before opening a dispute. Disputes are costly. If an unwarranted dispute is opened by the customer, the customer will be charged all fees that we incur.