DonJoy® IceMan CLEAR3/CryCuff/Classic/Aircast® Power Supply Accessory

OrthoBracing.com is committed to providing each customer with the highest standard of customer care. For this, we have specific guidelines to ensure proper communication. Please read below:

IMPORTANT

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. 

RETURNS AND EXCHANGES

Please email returns@orthobracing.com to initiate a return or exchange to receive an RA# after reading the following:

PLEASE NOTE

• Any opened cold therapy pads are not returnable (plastic bag MUST be sealed).
• All returns/exchanges must be in the manufacturer’s original packaging and placed into a safe and sturdy box to ship back to sender.
• Products must be returned in complete with original documentation within 14-days after delivery.
• Non-defective returns will be assessed a 20% restock fee and will only be accepted in resalable condition with all original packaging. Shipping charges will not be refunded.
• Shipping fee will apply if OrthoBracing.com is asked to send a return label.
• The following items are not eligible for return or exchange: Cold Therapy Units (if used), Cold Therapy Pads/Wraps (if the plastic bag is opened), and TENS units. These items are available for warranty replacement only.

EXCHANGES

Orders made by mistake (i.e. a left instead of a right, medium instead of a large, Breg Polar Care Cube pad vs. Breg Kodiak Pad, etc.) 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; plastic bag must be sealed for all cold therapy pads). There is no restocking fee but a return shipping fee will apply if OrthoBracing.com is asked to send a return label. Before shipping any product back, you must first obtain an authorization number (RA#) via email at the following address: CS@OrthoBracing.com.

If you have additional questions please contact customer support by phone (704)312-2575 or email cs@orthobracing.com, during normal business hours (9:00am-1pm EST).

RETURNS

Returns are accepted if returned within a 14-days of delivery, and are in NEW, UNUSED condition and are in their original packaging with documentation.

A 20% restocking fee will apply.

Before shipping any product back, you must first obtain an authorization number (RA#) via email at the following address: returns@OrthoBracing.com. The RA# must be written on the packing slip inside the box. Do not write RA# on product boxes and do not put return label on manufacturer’s packaging. Please ship returns in a study 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.

OrthoBracing.com
1900 Bancroft Street
Suite J
Charlotte, NC 28206

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 replacement only. If you have a question about the return eligibility of a particular product please contact customer service at cs@orthobracing.com .

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.

**If you have any questions regarding the refund policies, please contact cs@orthobracing.com. **

SHIPPING INFORMATION:

Best efforts are being made for timely deliveries; however, FedEx and UPS have suspended their money-back guarantee on all expedited shipments due to COVID-19 until further notice.

All shipping is performed Monday - Friday and does not include federal holidays and/or major carrier holiday schedules. Our website connects to UPS, USPS and FedEx directly to give you an exact shipping quote for your order and will quote standard, ground, 2nd-day, and next-day air options based on the "ship to" address information provided. This information is displayed when going through the checkout process before any credit card information is requested.

We offer Free ground shipping on all orders over $99.00 and on select items, within the continental USA (48 states), and offer a standard flat rate of $8.50 for orders less than $99.00

Ground and expedited orders from OrthoBracing.com are shipped by UPS, USPS, or FedEx. Please be certain to provide the billing address at the time of checkout that matches the billing address on file at the credit card issuing bank. Packages can be shipped to a different address.  The billing address must match the credit card address or the credit card will likely be declined. Please contact CS@orthobracing.com for any clarification or assistance with this.

Residential

UPS, FedEx & the US Postal Service (USPS) will generally leave a package on your door in your absence. Please notify us in the "comments" section of the order if you are uncomfortable with this. OrthoBracing.com is not responsible for theft or loss of items once delivered to your address confirmed by the carrier.

Shipping charges are based on the dimensional weight of the item and the distance the item is being shipped to give our customers the lowest possible shipping rates.

"Overnight", "Next Day Air", and "2nd Day Air"refer to BUSINESS DAYS only (Monday - Friday). Therefore, a Next-Day Air order placed on Thursday can be received on Friday. Likewise, a Next-Day Air order placed on Friday can be received on Monday. A 2nd Day Air orders placed on Thursday would arrive on Monday, whereas a 3-Day Select order would arrive on Tuesday if ordered on Thursday. If a holiday occurs during the shipping period, then the shipment will be delayed by one business day. UPS and FedEx do not move packages on holidays.

"Next Day Air Saturday Delivery": We do not quote the cost for this service because it's not available in all areas of the country. There is a large increase in the cost to send packages for Saturday delivery. If it's Friday and you are in need of a Saturday delivery, please e-mail us at CS@orthobracing.com so that we may confirm if Saturday delivery is possible in your area. We can also inform you of the cost of this service.

SHIPPING RATES:

 * OrthoBracing.com’s choice for shipping method ie USPS, FedEx, UPS.

** USPS First Class; Economical; indicated for shipments that are not time-sensitive.

FREE SHIPPING OFFERS:

• Free shipping offers apply to Standard Ground Shipping within the Continental U.S. only.
• If Expedited shipping is needed, charges still apply.
• OrthoBracing.com’s special offers may not be combined with any previously placed orders.

SHIPMENT TIME FRAME:

• Orders placed by 12 noon EST will generally ship the same day or next-day depending on the product and warehouse location, pending credit approval and inventory status. Orders placed after 12pm EST will be shipped same-day if possible, but that is not guaranteed.  Customers needing delivery to arrive by a certain date should choose a guaranteed, expedited shipping method over ground delivery which does not include a guaranteed date of arrival.
• Orders are processed and shipped with priority given to overnight, 2nd-day air and 3-day select orders. Ground orders are shipped as soon as possible but may be delayed due to inventory status.
• Pacific Standard Time is used when placing and shipping orders.
• The customer is responsible for all return shipping charges when returning an item for an exchange or for a return. A 20% Re-Stocking Fee is charged when an item is sent back as a return.
• A $15 Refusal Fee is assessed on all orders that are "refused" by the customer. A shipment refusal fee will be assessed along with a 20% restocking fee in the event a package is refused by a customer.

SHIPMENT DAMAGE:

If a package is damaged, the customer is asked to notify DME-Direct in order to file a damage claim with the carrier.  We will then send out a replacement item for the original.  Notification of shipment damage cannot be used to cancel an order altogether.

If you have any questions regarding these policies, please contact us (704) 312-2575