Returns
Cold Therapy Hygiene, Exchange & Warranty Summary
- Final Sale on Opened Items: Because cold therapy products contact skin and post-surgical areas, every unit and wrap-on pad ships new in original sealed packaging. Once shipped, orders are final sale for refunds, and opened items cannot be returned, restocked, or exchanged.
- Unopened Exchanges: Ordered the wrong pad configuration? Unused systems and pads in the manufacturer's factory-sealed packaging (with the clear inner bag still sealed) may be exchanged—submit our
Return & Exchange Form.
- DonJoy Manufacturer's Limited Warranty (6 Months Unit / 1 Month Pad): Defective items are covered solely under DonJoy's limited warranty—6 months on the IceMan cooler unit and
1 month on wrap-on pads—not a separate store warranty. If an issue comes up, submit our
Warranty Claim Form. See our full
Refund Policy.
OrthoBracing.com is committed to providing each customer with the highest standard of customer care. Our return and exchange policy protects the hygiene and integrity of post-surgical products while giving clear guidelines for every order.
IMPORTANT
Individual results will vary when using cold therapy or orthopedic equipment. Please consult your healthcare provider before purchasing medical equipment or supplies. OrthoBracing.com does not provide a warranty or guarantee that any product will treat your condition or relieve your symptoms.
COLD THERAPY FINAL SALE, UNOPENED EXCHANGES & MANUFACTURER'S LIMITED WARRANTY
Because cold therapy products contact skin and post-surgical areas, we ship every item new in original sealed packaging and cannot accept returns of or restock opened items for hygiene and patient safety. Unopened cold therapy units, pads, and wraps in the manufacturer's factory-sealed packaging (with the clear inner bag still sealed) may be exchanged for ordering mistakes, and defective items are covered solely under the applicable manufacturer's limited warranty, not a separate store warranty.
- Manufacturer's Limited Warranty (Branded Cold Therapy Items): OrthoBracing.com is an authorized retailer and not the manufacturer; warranty periods below are the manufacturers' limited warranty periods against defects in materials or workmanship:
- Cold therapy cooler units (Breg Polar Care, DonJoy IceMan, Aircast Cryo Cuff):
6 months
- Breg Polar Care pads, Aircast Cryo Cuff pads/cuffs & DonJoy DuraKold wraps:
6 months
- DonJoy IceMan replacement wrap-on pads:
1 month
- Game Ready GRPro 2.1 control units & ATX wrap internal heat exchangers:
1 year (outer sleeve factory defects:
7 days from delivery)
- Loose-Packed Reusable Ice Bag Packs (OB4 / OB8): Ship loose-packed from bulk stock for use inside cold therapy coolers (with no inner retail seal or size variants); all sales are final once shipped (no returns or exchanges), with a
3-month replacement from our stock for seam or seal defects.
- Sterile Barrier Dressings: Single-use post-surgical sterile barrier items are final sale once shipped (no returns or exchanges); unopened pouches damaged in transit are replaced if reported within 48 hours of delivery.
To start a cold therapy warranty claim, please
submit our Warranty Claim Form. We reserve the right to limit multiple requests for warranty replacement on items damaged by misuse, abuse, or care that does not follow the manufacturer's instructions.
EXCHANGES FOR ORDERING MISTAKES
Orders placed by mistake (for example, left instead of right, medium instead of large, or a Breg Polar Care Cube pad instead of a Breg Kodiak pad) are eligible for exchange when unused and unopened in original sealed packaging (with the clear inner plastic bag still sealed on cold therapy pads and wraps; sterile barrier dressings and loose-packed reusable ice bags are excluded). There is no restocking fee on exchanges, though a return shipping fee applies if OrthoBracing.com provides a return shipping label. Please submit our
Return & Exchange Form or email
returns@orthobracing.com to obtain an authorization number (RA#) before shipping any item back.
RETURNS ON ELIGIBLE ORTHOPEDIC BRACES (14 DAYS / 25% RESTOCKING FEE)
Eligible non-cold-therapy orthopedic braces may be returned within
14 days of delivery only if they are in
NEW / UNUSED condition in their original, unopened manufacturer's packaging with all documentation and security labels/blue security tape 100% intact (not cut, removed, or tampered with). Opened packages do not qualify for a refund. If all conditions are met, a
25% restocking fee applies to all brace returns, with no exceptions.
Before shipping any return or exchange back, obtain an authorization number (RA#) by emailing
returns@orthobracing.com or visiting
your account return portal. Write the RA# on the packing slip inside a sturdy outer shipping box—do not write on or place shipping labels directly on manufacturer product boxes. OrthoBracing.com is not responsible for lost return packages; please email your tracking number if using your own carrier, or request an OrthoBracing return label (deducted from your refund).
Do not refuse delivery of your order; refunds are not issued for refused shipments.
LOST PACKAGE & CARRIER DELAY POLICY
Packages marked delivered by carrier tracking are
not eligible for refunds. Please check with neighbors and other household members first, then open a trace/claim with the carrier (FedEx: 1-800-463-3339; UPS: 1-800-742-5877; USPS: your local post office). If the carrier confirms the package is lost, contact us with your case number so we can assist. FedEx and UPS do not issue shipping credits for weather or other uncontrollable events, so we cannot refund shipping charges for uncontrollable carrier delays.
OrthoBracing.com
1900 Bancroft Street, Suite J
Charlotte, NC 28206
ITEMS NOT ELIGIBLE FOR RETURN OR EXCHANGE
- Opened cold therapy units, pads, wraps, and accessories (unopened items in the manufacturer's factory-sealed packaging remain eligible for exchange as noted above)
- Cold therapy orders for refund once shipped (final sale for refunds; unopened exchanges and manufacturer warranty support apply as noted above)
- Sterile barrier dressings and pads (final sale once shipped; no returns or exchanges)
- Loose-packed universal reusable ice bag packs (final sale once shipped; covered by a 3-month seam/seal defect replacement)
- Used or opened orthopedic braces, or items missing original packaging or intact security tape
- Cervical traction devices and TENS units
Questions about our policy? Email
returns@orthobracing.com or submit our
Return & Exchange Form.
