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          Shipping & Delivery

          Shipping/Delivery
          We ship by air freight.

          We are not responsible for unforeseen delays and/or delays caused solely by the courier, such as carrier delays, weather delays, or international customs inspections.

          Once shipped, we are not responsible for delivery times.

          Customers are responsible for any customs fees, import duties, or taxes that may be imposed by your country's customs authorities.

          Currently, all Orthflow orders are shipped from China, but we may develop overseas warehouses in the future to facilitate faster delivery.

          Delivery Time
          Typically, our order processing time is 3-5 business days.

          Orders in stock will be shipped the same or next day.

          Standard delivery takes approximately 10-20 business days and is charged a flat fee of $6.99.

          Business Express delivery takes approximately 3-7 business days and is charged a flat fee of $12.99.

          Transit times may vary slightly depending on the destination country.

          The above delivery times do not include order processing time.

          Order Cancellation
          Once an order/product has been shipped, it cannot be cancelled or modified.

          Customers must wait for their order/product to arrive and sign for it before contacting our customer service team for assistance.

          Unshipped orders can be canceled unconditionally.

          Order/Shipping/Delivery Confirmation
          Customers will receive an order confirmation email from us immediately after purchase, which contains your shipping address and product information.

          Once the customer receives this email, their purchase is considered successful.

          After shipment, we will immediately send an order confirmation email to the email address provided in the customer's order information.

          This email will include the name of the shipping carrier, product information, tracking number, and tracking address.

          For Consumers Only
          Orthflow sells and ships products only to end users. If we suspect that you are purchasing products for commercial or professional purposes, are not a genuine customer, or attempt to exercise your cancellation rights in any unlawful manner, we will terminate your order.

          We reserve the right to refuse or cancel your order.

          In this case, Orthflow will notify the customer via email that their order has not been accepted and will refund the unaccepted order.

          Taxes
          Prices listed on the Orthflow website are exclusive of all taxes, and we will not charge any taxes on orders.

          However, we cannot guarantee whether the customs authorities in your country will charge taxes on your order.

          Customers are responsible for any customs fees, import duties, or taxes that may be levied by your country's customs authorities.

          Promotional Codes/Promotions
          From time to time, we may offer promotional codes, promotions, holiday sales, or special discounts targeted at specific customer groups.

          Promotional codes must be entered at checkout to be effective.

          Attempts to add promotional codes after purchase or to contact Customer Service to request a refund for the difference in price will not be accepted.

          Contact Information
          Customer Service Hours: 9:00 PM to 6:00 PM Greenwich Mean Time (GTM) +08:00

          Our response time is typically approximately one hour during business hours. After-hours responses will be received promptly the next day after business hours.

          We are a Chinese merchant, and our customers' time zones may be different. If we fail to respond promptly, please be patient. We will handle all customer issues appropriately.

          Email: support@orthflow.com

          What is neoprene?

          Neoprene is a flexible, high-performance, and water-resistant synthetic materialknown for its durability and comfort. In StrideOn products, it acts like a lightweight, scuba-like fabric that’s built to move with you — whether you're commuting, traveling, or exploring the city.

          Why does StrideOn use neoprene in its products?

          We chose neoprene for its unique combination of strength, flexibility, and style. It’s water-resistant, easy to clean, and offers excellent shock absorption and cushioning, which helps protect your belongings and keeps you comfortable during long days on the go. Plus, its sleek, smooth texture gives StrideOn designs a sporty yet chic aesthetic.

          Is neoprene waterproof?

          Neoprene is water-resistant, meaning it can repel light moisture and spills, making it ideal for everyday use in unpredictable weather or urban environments. While it’s not fully submersible like a wetsuit, it performs exceptionally well against rain splashes, light rain, and accidental spills.

          Is neoprene easy to clean?

          Yes — one of the best things about neoprene is how low-maintenanceit is. Most dirt, dust, or light stains can be wiped away easily with a damp cloth and mild soap. Its smooth surface resists absorbing liquids, which helps it stay looking clean and fresh with minimal effort.

          Does neoprene provide padding or protection for my belongings?

          Absolutely. Neoprene has natural shock-absorbing and cushioning properties, which help protect your items inside StrideOn bags or cases. Whether it’s your laptop, tablet, or daily essentials, neoprene-lined compartments offer a soft yet secure fit that helps prevent bumps and scratches.

          How does neoprene feel to the touch / against my skin?

          Neoprene has a smooth, soft, and slightly luxe feelto it. It’s not rough or scratchy — instead, it offers a comfortable, flexible feel against your skin (in items like straps or inner linings) and gives StrideOn products a modern, athletic-meets-fashionable edge.

          Do StrideOn shoes with neoprene or other materials provide arch support?

          Yes, many StrideOn shoes, including those that may incorporate neoprene or other high-performance materials, are designed with ergonomic footbeds that offer excellent arch support. We understand the importance of proper foot alignment, especially for those who spend long hours on their feet or have specific comfort needs.

          Our arch support featureshelp distribute weight evenly, reduce foot fatigue, and promote natural posture. Whether you're managing plantar fasciitis, standing all day, or simply looking for all-day comfort, our shoes are engineered to provide the stability and cushioning your arches need. For specific support levels, please refer to the product description or consult our customer service team to find the best match for your foot type.

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