Shipping & Exchange Policy

This Shipping & Exchange Policy explains how Osteokart, operated by Avana Surgical Systems Private Limited, processes, ships and exchanges orthopedic braces, supports and recovery products purchased on our website. Please read it together with our Cancellation & Refund Policy.

1. Order Processing

Orders are processed after they are successfully placed and payment is confirmed. Once your order is processed, it is prepared for dispatch and handed over to our delivery partners. Processing times may vary depending on product availability and order volume.

2. Delivery Timelines

Delivery timelines shown on the website or communicated to you are estimates only. Actual delivery times may vary based on your location, courier operations and other factors beyond our control. We make reasonable efforts to ensure your order reaches you as quickly as possible.

3. Shipping Charges

Shipping charges, if applicable, are displayed at checkout before you complete your purchase. Any applicable charges depend on the order value, product and delivery location.

4. Delivery Partners

We ship orders through established third-party courier and logistics partners. The choice of delivery partner may depend on your delivery location and the nature of the product.

5. Tracking Information

Where tracking is available, we will share tracking details so you can follow the status of your shipment. Please allow some time after dispatch for the tracking information to become active.

6. Delays

Occasionally, deliveries may be delayed due to reasons such as weather, regional disruptions, courier constraints or other unforeseen circumstances. While such delays are outside our control, our support team will assist you in tracking your shipment.

7. Lost Shipments

In the rare event that a shipment appears to be lost in transit, please contact our support team. We will coordinate with the courier partner to investigate and help resolve the matter.

8. Size Exchange Process

If you need a different size, please contact our support team before returning any product. We will explain the available options and guide you through the exchange process based on stock availability and eligibility.

9. Exchange Eligibility

Exchange is allowed only for unused products in their original packaging. For hygiene reasons, used orthopedic braces and supports cannot be exchanged unless they are damaged or defective. Please confirm your size and requirements before use.

10. Product Condition Requirements

Products submitted for exchange must be unused, undamaged and returned with their original packaging, tags and accessories. Items that do not meet these conditions may not be accepted for exchange.

11. Reverse Shipping

Arrangements for returning a product for exchange, including any reverse shipping, will be explained by our support team when your request is approved. Please do not send any product back before contacting us and receiving confirmation.

12. Damaged Deliveries

If your order arrives damaged, please report it to us within 48 hours of delivery and include clear photographs of the product and packaging. This helps us review the issue quickly and arrange a suitable resolution.

13. Contact Support

For any shipping or exchange query, please contact us:

Email: support@osteokart.com
Phone: +91 91500 64620