Help & Faqs
Recently we upgraded our website and pre-existing accounts may have been deactivated. Please register again to enjoy our new website. If you continue to have problems accessing your account please Contact Us and explain the problem in detail.
Ordering online with Brace Shop is as easy as 1,2,3. First, browse through our selection of exciting items and choose the item(s) you would like to purchase. Then add the item to your shopping cart and proceed shopping or continue to check out. That's it! It's that easy.
Prices, products and special offers shown on Brace Shop may be subject to change without notice.
After you have clicked "Place Order," your order begins to process and you cannot make any online changes to your order. To change or cancel your order prior to shipment, you must contact a Customer Service representative. Please note that most orders process quickly and can enter the shipping process within minutes. If your order has already entered the shipping process, it cannot be changed or canceled.
Brace Shop is required by law to charge appropriate sales tax for orders which ship to the state of Florida.
Absolutely! We use Secure Socket Layer (SSL) encryption to ensure that your personal information cannot be intercepted and read by a third party. Your personal information and your credit card information are converted into bits of code that are transmitted securely. None of our customers have ever reported fraudulent use of their credit card information as a result of giving it to us over the Web, but if you ever suspect that your credit card information is being used without your knowledge, you should contact your credit card company immediately.
Shipping outside the United States
The Brace Shop ships outside of the United States for many items! Many international orders are flagged for fraud for your protection. Be prepared to provide identifiable information to confirm your identity. Also, you are responsible for any duties or taxes charged by customs of your country.
We're sorry, but you must provide us with a valid residential address in order to accommodate your request.
Find the tracking number in the e-mail we sent you confirming that your order has been shipped. Use that number to check the status of your order online. It may take 24 hours before tracking information appears.
If your order appears late, remember:
- Credit card approval must be received prior to processing.
- Expedited orders placed after 12 noon EST are processed the following day.
- Expedited delivery only occurs on business days (Mondays through Fridays, excluding holidays).
You can look at past and pending orders. You must be a Registered Customer to use Order Status. Click here to check your Order Status.
Also, you will receive two e-mails after you have placed your order and provided us with a valid e-mail address:
- The first confirms that your order has been received (your order confirmation number will be included); this e-mail should arrive within approximately 24 hours.
- The second confirms that your order has been shipped (any tracking information will be included); this e-mail should arrive within approximately 24 hours after your package is shipped.
Your shipping charges will appear in the box marked "shipping charges" at checkout for your convenience. For complete shipping information before you check out, please review our Shipping Rate Chart.
We want you to be fully satisfied with every item that you purchase online from Brace Shop. If you are not satisfied with an item that you have purchased online, you may return the item within 30 days for a refund minus 15% of the purchase price, minus all shipping charges. If you are exchanging your item for a different product or size, we will waive the restocking fee. Please place your exchange order online and notate the reason for a return is exchange. Please select expedited standard shipping for your exchange on your new order. Exchange orders do not qualify for free shipping. If you place an order with free shipping for your exchange, expedited standard shipping costs will be deducted from your return refund. When you return an item you are responsible for the return shipping.
Due to the medical nature of our products, some of these items are considered a final sale and are not eligible for returns. We will, of course, take care of shipping damage or warranty claims if any should arise. For a list of non-returnable items, please see below:
- Cold Therapy Units and Parts (Pads, hoses, etc)
- Compression Shorts
- HexPad Products
- Groin Braces and Parts
- Hernia Belts and Parts
- Post-Operative Shoes
- Skin Care Items
- Diabetic Ulcer Care Items
- Hosiery and Socks
- Nose Guards
- Bledsoe Ultimate Ankle
- Step Smart Foot Drop Brace
- Custom/Semi Custom Made Products
- Any Item that is NOT in New Condition
Products may be returned within 30 days from the date of your order. All items must be in its original new packaging and in its original new condition. Laundered items or items without the original packaging will not be accepted. Each package requires a Return Authorization Number (RMA). After request has been submitted, you may ship your product box/bag back in a shipping box with your RMA#. All packages received by Brace Shop without a Return Authorization Number will not be accepted. If an item is to be returned due to a manufactures defect you must fill our the warranty form on the footer of our website and Customer Service will contact you within one business day.
You can expect a refund within 30 days of our receiving your returned product. You will be refunded the shipping cost if the return is a result of a manufacturer error or a shipping error on our part.
The packing slip in your package will contain detailed instructions for returning an item. Here are the basic steps:
- Please refer to your packing slip for return information.
- Click on the "Easy Returns" link in the footer of our website to request a Return Merchandise Authorization # (RMA).
- Click on the item for which you want to return.
- Click the “Return Items” button next to the item you need to return. Only items that are eligible for return will have an active link to click.
- Select your Return Reason.
- We cannot accept C.O.D. deliveries.
- Insure package for proper protection.
For your protection, we recommend that you use FedEx or UPS Ground for your return. You can expect a refund within 30 days of our receiving your returned product. Please contact us immediately if you feel you have received a product that has a manufacturer defect or we made a mistake and sent you a different product than what you ordered (wrong item, color, model, etc). Under these circumstances do not refuse these products. We will arrange for proper shipping or replacement. We do not issue refunds for shipping charges if you send an item back on your own. * Please note: If there is extensive damage to an item upon delivery, email a Customer Service representative.
Brace Shop is the #1 online orthopedic store in the USA. You'll not only find a huge selection, you'll find them at great value. Our customer service team is #1 so please reach out to us with any questions you may have.
We welcome any comments, suggestions and ideas that will make your shopping experience more enjoyable. Tell us how we can help by contacting us at Guest Service. We would love to hear from you!