Customer Service

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

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).

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.

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 Sales@BetterBraces.com.

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.

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/Aircast	ProCare
Defiance (Frame and Hinge)	Life Time	n/a
Associated soft goods*	6 months	n/a
Rigid Bracing (Defiance see above)
Armor, Legend and 4TITUDE	12 months	n/a
Associated soft goods*	6 months	n/a
Neoprene/Drytex	6 months	6 months
Soft goods (elastic)	6 months	6 months
Walkers	3 months	3 months
Post-op bracing (immobilizers/slings/splints)	3 months	6 months
Post-op bracing	6 months	6 months

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 optout@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.