Customer Service

FREQUENTLY ASKED QUESTIONS

HOW DO I CHECK MY ORDER STATUS?

You can check on your order status by logging in, via the link you have been emailed if you used guest check out or by contacting customer service with your account number or email address and billing zip code. Order statuses and shipments are typically updated within 24 hours.

WHAT PAYMENT METHODS DO YOU ACCEPT?

We accept Visa, MasterCard, American Express and Discover. We do not accept checks or cash when receiving orders placed by phone or on our website.

HOW DO I APPLY A COUPON CODE?

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.

WHERE DO YOU CHARGE SALES TAX?

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

DO YOU HAVE PRODUCT WARRANTIES?

At BetterBraces.com, our return policy is congruent with industry standards, with some products enjoying extended guarantees. Our custom-made Defiance brace comes with a limited lifetime warranty, while other rigid braces carry a one-year warranty. Defiance limited lifetime warranty covers only the latest brace revision. 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. Pictures and/or return of the product for inspection can and will be requested for all Warranty claims before a replacement item will be issued.

Product Family DonJoy ProCare Aircast
Rigid Bracing
Armor, Legend and 4Titude12 monthsn/an/a
Associated soft goods*6 monthsn/an/a
Softgood6 months6 months6 months
Elastic6 months6 months6 months
Walker Boots6 months6 months6 months
Neoprene/Drytex6 months6 months6 months
Post-Op Bracing6 months6 months6 months
Cold Therapy6 months6 months6 months
Custom BracingDefiancen/an/a
Frame & HingeLifetimen/an/a
Associated soft goods*6 monthsn/an/a

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.

DO YOU OFFER 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.

WHAT SIZE DO I ORDER?

To find the appropriate sizing go to the product page for the item you are interested in ordering and select the "Size Chart & Fit Help" tab. Sizing can vary for each brand and style. To ensure a proper fit we encourage you to follow the directions and measure carefully.

phone
Phone: 800 553 6019
Canada: 1 866 866 5031
Puerto Rico: 1 760 734 4770
Fax: 1 760 300 3860

Hours Available:
M-F 7am PST - 5pm PST
email
chat

Live Chat

Available on the Home Page