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Email: Service@BetterBraces.com
LiveChat: Available on the Home Page
Phone: 800-553-6019 (Canada 1-866-866-5031 & Puerto Rico - 1-760-734-4770)
Hours Available: Monday - Friday 7:30 am PST - 5:00 pm PST
Fax: 1-760-683-6937
Ordering

Search Tips

BetterBraces.com’s online shoppers have two ways to search the site.

QUICK SEARCH – Located at the top of every page, the Quick Search box allows you to search the entire site. Just enter a keyword, specific product name, brand name, item #, etc.

BROWSE BY CATEGORY – Our website is organized by categories and sub categories. You can easily find the items you are looking for by choosing the topic that fits best from our list of categories located on the left hand side of every page on the website.

How to Place an Order

Every product listed on our website has an "Add to Cart" button located on the product detail page. Click the button to have it added to your shopping cart and proceed directly to a list of all items in your shopping cart. You can choose to continue shopping, update the quantity of product you wish to order, or proceed to the checkout page where you can provide billing/shipping information and complete your purchase.

All taxes and shipping charges will be provided during checkout prior to purchase.

Backordered Items

BetterBraces.com strives to maintain high inventory levels to satisfy all customer orders. Sometimes, however, demand can exceed supply, and a product will be listed as “Backordered.” Backordered products will be shipped as soon as possible, and may go out separately from the rest of your order depending on the estimated arrival of new inventory.

If your order ships separately you will not be billed additional shipping and handling for this second shipment.

Discounts and Promotions

BetterBraces.com will periodically offer special discounts and promotions to our loyal customers. To take advantage of these promotions simply enter the Coupon Code that accompanies the offer into your shopping cart or during checkout prior to payment. Some discounts will be shown immediately from your shopping cart and throughout the website and special discounts such as shipping promotions will be calculated during checkout prior to payment. Cold Therapy prescription orders do not qualify for discounts or promotions.

Check Order Status

Simply provide your account number or email address and billing zip code and we can track your order. Order statuses and shipments are typically updated within 24 hours.

Payment Methods

BetterBraces.com accepts Visa, MasterCard, American Express and Discover.
You can order items via the following methods:
Web site: http://www.BetterBraces.com Phone: 1-800-553-6019 Fax: 1-760-683-6937

We do not accept checks or cash when receiving orders placed by phone or on our Web site.

Secure Transactions

BetterBraces.com is a VeriSign Secured site. All information sent to us is sent over a secure server where personal data is encrypted, protecting against disclosure to third parties.

BetterBraces.com takes online security very seriously. Our Web site uses Secure Sockets Layer (SSL) encryption to transmit your credit card information from a secure Web page to a secure application on our server.

Credit card numbers are securely encrypted and stored on our secure database servers until the order has been processed in our main data environment.

Sales Tax

BetterBraces.com charges sales tax in California and Indiana only.

International Orders

Australian customers can now order DJO Global products online through BetterBraces.com.au.
Sizing Information
To find the appropriate sizing go to the product page for the item you are interested in ordering and select the Size Chart tab.
Click here for more information.
Order Status & History
You can view your past and current orders online using the "My Account" feature of our website. Simply click the "My Account" link on the top of any page of the website, enter your account number or email address and password. If you would like to update your personal account information such as billing address please contact customer service at 1-800-553-6019.

Security & Privacy

BetterBraces.com does not and will not disclose any personal information such as name, street address, email address, and purchase history to any third parties. We take personal privacy very seriously. Our website is also a GeoTrust Secured site meaning our orders are processed online using industry standard SSL encryption provided by the most trusted name in online security.

Cookies & How We Use Them

Cookies are small pieces of information stored on personal computers for tracking purposes. BetterBraces.com uses these cookies to track promotions/marketing campaigns as well as a unique ID used to track your visits to our site. Cookies can remain on a single computer, but are NEVER used to store sensitive customer information such as passwords, addresses, e-mail address, phone numbers, credit card information, etc.

Receive a Copy of Your Order

If you did not print order details upon placing your order, you can call our Customer Care Center at 1-800-553-6019 to receive a copy by e-mail. E-mail confirmations containing your entire order are emailed to the email address you provided at checkout. You can also view the status and information of your order by using the "My Account" link on the top of this page to access complete order history.
Shipping & Delivery
  Standard
4-7 Business Days
Rush Delivery
2-3 Business Days

Orders up to $25.00 FREE $13.99
$25.01 to $50.00 FREE $15.99
$50.01 to $80.00 FREE $17.99
$80.01 to $99.99 FREE $19.99
$100.00 to $150.00 FREE $21.99
$150.01 to $200.00 FREE $23.99
$200.01 to $300.00 FREE $25.99
$300.01 and higher FREE $27.99

UPS Logo

* In order to serve you better in the future we are in the process of upgrading our systems. As a result of these changes we are temporarily unable to guarantee overnight delivery so we’ve temporarily disabled this service. We appreciate your understanding as we work on these improvements.

No P.O. Boxes please. Physical Addresses Only!

We ship all products to APO/FPO addresses with the exception of Compex Units. Only Compex accessories are shipped to APO/FPO addresses. Unfortunately no rush service available to APO/FPO addresses.

FREE UPS STANDARD SHIPPING on all orders.
Overnight and 2-3 Business Day orders must be received by 10:00 am PST/1:00 pm EST Monday - Friday to be shipped within 24 hours. Orders placed after this time or on weekends will be shipped the next business day. If you absolutely must have your order in one or two days please verify this item is in stock with Service@BetterBraces.com or call 800-553-6019. Overnight and Saturday delivery is available at this time by phone only. Please call 800-553-6019 to book an Overnight or Saturday delivery order. Available on In-Stock items only.

Guam and Virgin Islands: Orders being shipped to Guam and Virgin Islands will be shipped U.S. Priority Mail. There is no expedited option for Guam or Virgin Islands at this time.

Shipping Outside Continental U.S. Order being shipped to Alaska, Hawaii and U.S. Territories will be shipped U.S. Priority Mail and require an additional $6.00 over our regular shipping and handling charges.

Shipping Within the U.S.

BetterBraces.com delivers to the United States, including Alaska and Hawaii, as well as to Puerto Rico, Guam, the U.S. Virgin Islands and APO/FPO addresses (for military personnel). Please note that deliveries to Guam and Virgin Islands must be shipped U.S. Priority Mail. There is no expedited option for Guam or Virgin Islands at this time.

Shipping Outside the U.S.

At the present time we do not ship to other countries.

Free Shipping Offers

* Free shipping offers do not apply to large or heavy items * BetterBraces.com special offers may not be combined with any other offer or previously placed orders * Shipping offers apply to Standard Shipping Only. Contiguous U.S. only * Oversized and expedited shipping still applies * One household only * Other restrictions may apply
Returns & Replacements

Our no-risk, unconditional 90-Day Money Back Guarantee allows you ample time to see if your investment in your health is doing the job you expect and deserve. If, after trying the product within this time frame, you are not completely satisfied, you may exchange the item or return the product for a refund of the purchase price (minus shipping & handling). Please note:

  • We do not charge restocking fees
  • It is the customer’s responsibility to pay for return shipping
  • You have 90 days from the date of delivery to return an item
  • The DonJoy Defiance Custom Knee Brace does not qualify for the 90 Day Money Back Guarantee because it is custom made

Below are the steps to process a return:


Step 1.

Send an email to Service@BetterBraces.com with the following information. Click here to initiate the return process

A. Your order # (begins with 100 and is located on the subject line of your order confirmation email)
B. Your name, address, phone number
C. The item(s) and quantity you are returning. Please include item or SKU number(s)
D. The reason(s) for your return. To expedite your return, please provide a specific reason for each and every item you are sending back.

You may use the following list to help you:

  • Product not as expected
  • Exchange for upgrade
  • Duplicate Order
  • Ordered wrong size
  • Ordered wrong product
  • Ordered a different size and returning what does not fit
  • Defective Item

Step 2.

We will respond within 1-2 business days via email (phone call if no email address on file) with your Returns Authorization (RA) #. You’ll be given detailed instructions of where to send your package and reminding you to write your RA# on the OUTSIDE OF THE BOX. It is recommended that you send your return package insured with a service that provides a tracking # as we need to be able to locate your package in the event of a shipping error. If we are unable to locate your return, we are unable to issue a refund.


Step 3.

Once we have received and processed your return we will provide a refund via your original form of payment. You will be notified via email of this credit if we have your email address on file. Please note: We cannot refund shipping charges or return postage. It can take 2-3 weeks from the time we receive your item at our return facility to process your credit. If it’s been over 3 weeks and you still don’t have your credit, email Service@BetterBraces.comwith your tracking information so we can research this for you and your request will be expedited.

Lastly, if you prefer to call vs. email, please feel free to do so. We just find it easier to handle these requests via email as it takes time for us to generate a RA#. Rather than having you wait for a call back from us, we find we can provide a better experience for our customers if they initiate this process via email. Again, feel free to call us at 800-553-6019 if you need to. We are here to help.


Exchanges
Exchanging item(s) is a two-step process and handled as two separate orders. Below are the steps to process an exchange:

Step 1. Return the original order/item for a refund.
Send an email to Returns@BetterBraces.com with the following information. Click here to initiate the return process

A. Your order # (begins with 1000)
B. Your name, address, phone number
C. The item(s) and quantity you are returning. Please include item or SKU or product number(s)
D. The reason(s) for your return.

We will respond within 1-2 business days via email (phone call if no email address on file) with your Return Authorization (RA) #. You’ll be given detailed instructions of where to send your package and reminding you to write your RA# on the outside of your box. It is recommended that you send your return package insured with a service that provides a tracking # as we need to be able to locate your package in the event of a shipping error. If we are unable to locate your return, we are unable to issue a refund.

Once we have received and processed your return we will provide a refund via your original form of payment. You will be notified via email of this credit if we have your email address on file. Please note: We cannot refund shipping charges or return postage. It can take 2-3 weeks from the time we receive your item at our return facility to process your credit.

Step 2. Place a new order for the new item(s) you want.
You can place your new order at any time during the returns process here on the website or call 800-553-6019 to order through a customer service representative
Moneyback Guarantee
Quite simply, we want your purchase to work for you. Our no-risk, unconditional 90-Day Money Back Guarantee allows you ample time to see if your investment in your health is doing the job you expect and deserve. If, after trying the product within this time frame, you are not completely satisfied, you may exchange the item or return the product for a refund of the full purchase price (minus shipping & handling). Please note: The DonJoy Defiance Custom Knee Brace does not qualify for the 90 Day Money Back Guarantee because it is custom made.
Price Match Guarantee
If you happen to find a lower price anywhere on an identical item, just show us the price and we will match it! We will also offer you Free Shipping on your next order.

BetterBraces.com works hard to bring you low prices. If you have found a better price for this item, at another authorized dealer, we will match it - Guaranteed! In order for us to match the price please email a link of the competitor's website to Service@BetterBraces.com and we'll confirm their price is lower. We'll then contact you with further instructions. This is not an automated process, but we will respond as quickly as possible. If you need a more immediate response, please call 1-800-553-6019.

Price Match Guarantee Terms and Conditions

This guarantee does not apply to shipping charges. If the competitor limits quantities we reserve the right to do so as well, and if the offer is footnoted by "while supplies last", we reserve the right to confirm that the competitor still has the item in stock. Our Price Match Guarantee does not apply to competitor's bonus offers, Ebay auctions, free offers, auction websites, non-retail(wholesale) websites, private sales, special orders, typographical errors, clearance sales, liquidation sales, mail-in rebate offers, or where a service commitment is included in the transaction.

Internet competitor offers must include shipping and handling charges as the basis for comparison. Additionally, we must be able to verify that it is the exact same product in brand-new condition.

Price match guarantee does not apply to non web-based stores.
Price matching is subject to providing proof of the manufacturer's part number and availability of the product. (i.e., current dated advertisement, register receipt, copy of webpage or catalog page) of a lower price, plus your original receipt to claim your refund for previous purchases. The terms of this guarantee are subject to change without notice.

Why are online bracing products less expensive than the ones purchased in a physician office?


When you purchase your brace online, there are certain services and benefits that you won’t receive. Services that you will receive from your medical professional in the office but not from your online retailer may include::

  • assessing your medical condition to determine the most appropriate brace
  • measuring you to determine the appropriate brace size
  • assessing brace fit
  • billing your insurance company for the brace
  • in person brace return or exchange if necessary
Comparing the cost of a device online vs. the cost of the same device provided in a medical professional’s office is not a valid comparison. As the consumer, you have to decide what is right for you and consider the trade-offs. Sure, online products tend to be less expensive – but you also lose the important services and benefits outlined above. Please make your decision carefully and, when in doubt, consult your medical provider and insurance company.
Quantity Discounts
Buy more! Save more! You can now save as much as 15% or more by ordering multiple quantities of the same product (this includes left or right and different sizes of the same product). This is a great way to save for those who are purchasing for teams or large groups. For larger quantities of the same product, please contact Service@BetterBraces.com.
Military Discounts
We support our US Military and are proud to offer a special 10% discount on any order by active military men and women. The military services that qualify are: Army, Air Force, Marines, Navy, Coast Guard and Reserves. Please call 800-553-6019 or email at service@BetterBraces.com for more information or to order.
Product Warranty
At BetterBraces.com, our return policy is congruent with industry standards, with some products enjoying extended guarantees. Our products have a limited warranty from the date of purchase (see table below) against defects in materials and workmanship. Normal wear and tear during the usage of a product is not considered a defect.

Product Family DonJoy ProCare Aircast
Rigid Bracing      
Armor, Legend and 4Titude
Associated soft goods*
12 months
6 months
n/a
n/a
n/a
n/a
Softgood 6 months 6 months 6 months
Elastic
Walker Boots
Neoprene/Drytex
Post-Op Bracing
Cold Therapy
6 months
6 months
6 months
6 months
6 months
6 months
6 months
6 months
6 months
n/a
6 months
6 months
6 months
6 months
6 months
Custom Bracing Defiance n/a n/a
Frame & Hinge
Associated soft goods*
Lifetime
6 months
n/a
n/a
n/a
n/a

* Soft goods accessories for rigid and functional bracing requested beyond the 6 month warranty will be sold separately.
Privacy & Security

What information do you collect?

The information that you give us and information about your order may be combined with other personally identifiable information (such as demographic information and past purchase history) available from our records and other sources. This information will be used to make our future marketing efforts more efficient. This information may also be shared with other marketers to bring you offers of interest. If you prefer that we do not share your name and address with other marketers, please email us at service@BetterBraces.com.

Where do you collect the information?

There are two areas on our site where we collect the personal information:
- the Check Out page
- Email Promotion List.

What do you do with the information?

Once we have collected the above information, it is used to process orders, to communicate with you about your order, and to provide future notification to you of special offers or promotions. We also use it to improve our website. We may provide statistical information about buying patterns and traffic patterns to others, but this data does not include any personal information.

How and why do you use "Cookies"?

"Cookies" are a type of information that is stored on your hard drive via your web browser. The "cookies" that BetterBraces.com uses do not contain any personal data such as credit card information, passwords, or even your name or address. Cookies simply help us to identify your session on the site. They also help us maintain specific visit information about you without forcing you to register or to give personal information.

However, you should have the option of disabling "cookies" through your browser. This is a function of your computer, so the manner in which to turn the "cookies" off is quite individual and thus, cannot be addressed here. Please realize, if you choose to disable the "cookies" we will not be able to personalize your experience with us at BetterBraces.com nor can we guarantee a complete login, registration or shopping experience.

Receiving Email Promotions and Information From BetterBraces.com

We periodically send emails to our customers to help keep you informed of new products, features and/or special promotions. In every email that we distribute, we include instructions on how to remove [unsubscribe] your email address from the distribution list.

Secure Credit Card Transaction Processing

Our web site uses Secure Sockets Layer (SSL) encryption to transmit your credit card information from a secure web page to a secure application on our server. Once on our server, your credit card number is saved only long enough for us to process and approve the transaction. During the final stages of ordering online, you will see an unbroken key or locked padlock at the bottom of your browser window and https:// in the location window at the top of your browser. Both of these indicate that the page you are on is secured using SSL encryption to communicate with our secure web server. Because SSL encryption slows down a web site, it is only used in the final stage of ordering, before and after you enter your credit card information. You will not see these security indicators until you begin the checkout process and indicate that you prefer to order online with a credit card.

Acceptance of Privacy Policy Terms & Conditions

By using our web site, you consent to the collection and use of this information by BetterBraces.com. If we decide to change our privacy policy, we will post those changes on this page so that you are always aware of our policies.
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