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.co.uk.

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.co.uk.

We will make reasonable efforts to accommodate your request before the order is processed or dispatched. Once an order has been dispatched, changes or cancellation may no longer be possible, but your applicable cancellation and return rights remain unaffected.

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

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 5–10 business days. This estimate may include processing, preparation, dispatch and transit, depending on the order, destination, carrier and logistics process.

Delivery estimates are not guaranteed dates and may be extended by exceptional circumstances such as customs or border procedures, public 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?

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

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

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 updates does not necessarily mean that the parcel 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 or neighbours, and with reception or building management where applicable. Also confirm that the delivery address on your order is correct.

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

9. What happens if my parcel 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 parcel is confirmed as lost, we will provide an appropriate solution in accordance with applicable consumer 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 personal data, 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 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 Return & Refund Policy.

This does not limit any statutory consumer rights that apply under UK law.

14. Who pays for return delivery?

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 cost, unless otherwise required by applicable law.

If an item arrives faulty, damaged or incorrect, please contact us so that we can provide an appropriate solution in accordance with your applicable consumer rights.

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 faulty, 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 Return & Refund Policy and applicable consumer 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 or prevent diseases, injuries or medical conditions. References to comfort, cushioning, support, flexibility, ergonomics or similar characteristics describe general product features and should not be interpreted as medical advice or a guarantee of specific health outcomes.

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.co.uk
Website: www.planetorthopedic.co.uk

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.