DonJoy® IceMan Clear3 Replacement Wrap-On Pads

Return Policy

Important - Please Read 
Individual results will vary when using Cold Therapy. It is strongly suggested that you work with your healthcare provider before making any purchases of medical equipment or supplies. OrthoBracing.com does not provide a warranty or guarantee that a cold therapy product will treat your condition or relieve your symptoms. All cold therapy products have a minimum 30-day warranty.  

Exchange Policy:  
Mistakes happen: most orders made by mistake (i.e. a left instead of a right) are eligible for an exchange if the incorrect size or item was ordered.  All items must be in NEW condition to be exchanged (they cannot be used).  There is not a restocking fee but a shipping fee will apply if OrthoBracing.com is asked to send a shipping label. Before shipping any product back, you must first obtain an authorization number via email at the following address: CS@OrthoBracing.com

If you have additional questions please contact customer support by phone during normal business hours.  

Return Policy: 
Returns can be accepted if returned within a 14-day window after delivery and are in new condition (UNUSED) and in their original packaging with instructions.  If the plastic pad bag is opened, the package cannot be returned. Shipping fees will apply. 

A 20% restocking fee will apply. 

Before shipping any product back, you must first obtain an authorization number via email at the following address: returns@OrthoBracing.com

If the sender wishes to ship the item back to OrthoBracing.com, please affix the authorization number to the box or shipping label, do not write on the box. OrthoBracing.com will not be responsible for lost return packages.  Please provide tracking numbers via email if the sender is shipping back. Otherwise, OrthoBracing will send you a return shipping label and the cost of that shipping will be deducted from the refund.  

Do not refuse the delivery of your order. Refunds will not be issued for refused shipments. 

In order to ensure that the return and refund are processed correctly, each return must have an RA# written on the packing slip inside the box. Do not write RA#s on the product boxes. If an RA# is written in such a manner that the packaging of the item is defaced, a refund will not be issued.   
Without an RA#, we regret that we cannot issue you a full refund. So please obtain an RA# in advance.  

The below items are not eligible for return or exchange: 

• Cold Therapy Units (if used)
• Cold Therapy Pads/Wraps (if the plastic bag is opened)
• TENS units 

The above products are available for warranty only replacement. If you have a question about the return eligibility of a particular product please contact customer service.   

We reserve the right to limit multiple requests for warranty replacement on products that are deemed damaged by customer misuse, abuse, or failure to properly maintain the equipment to manufacturers' specifications.

UPS, USPS, and FEDEX are not guaranteeing shipments--we know, it's crazy, but that is what the shipping companies (USPS, UPS, FEDEX) have stated. OrthoBracing.com cannot offer any money back in this instance. 

Substantiating Links: 

FedEx: https://www.fedex.com/en-us/service-guide/money-back-guarantee.html

UPS: https://www.ups.com/us/en/help-center/shipping-support/service-guarantee.page#:~:text=Suspension%20of%20Service%20Guarantee,as%20of%20March%2024%2C%202020.

USPS: https://postalpro.usps.com/node/9316

Orders will be shipped within 1-2 business days after order confirmation (Monday through Friday).  Shipping cut off is 12:00 PM EST (see below). Priority is given to cold therapy coolers and orders that designate next day shipping.  

If the customer places an order and inputs an incorrect address, it is the responsibility of the customer to cover any additional shipping costs.

At OrthoBracing.com, we strive for timely and competent logistics with shipping. Our commitment to you is that we will ship out your product in a timely manner. Delivery is the responsibility of USPS, UPS or FedEx. If these carriers fail to deliver your purchase, we will help you in every way we can.  But, please remember, we are not the delivery-person for your package. So be kind to our customer service folks when your package might miss its delivery time ;)

Free shipping on purchases over $99.00.

Shipping Cutoff Time

If ordered by 12:00 PM EST, your order will ship that day unless an unforeseen "out of stock" event occurs. If this is the case, you will receive a call or email within 3 hours of placing the order.

WEEKENDS & AFTER 1:00PM EST ORDERS

If you place your order on the weekends or after 12:00 PM EST, your order will be shipped the next business day. Example: If you order on a Friday at 4:35 PM EST, then your package will go out on Monday. If you have any questions, please call us at the below number. If you need anything urgently, please call and we can let you know if we can get it out the same day or not.