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.
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
Questions about our policy? Email returns@orthobracing.com or submit our Return & Exchange Form.
