Customer Service

FREQUENTLY ASKED QUESTIONS

HOW DO I CHECK MY ORDER STATUS?

You can check on your order status by entering your order number, email address, and billing zip code below or by logging into your account. Your order number was sent to the email address you used to place the order. 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.

Do you charge sales or use tax on online purchases?

Yes. BetterBraces.com is required by law to charge all applicable sales taxes for online orders where it is has physical and/or economic nexus. Generally, the tax rate is based on type of product purchased and where your purchase is shipped or delivered to. Please note that the order totals during your checkout reflect estimated sales tax. The actual charge to your credit card will include the applicable state and local sales taxes and will be calculated when the order is shipped. If the amount of the estimated sales tax at the time your order was placed is different from the actual applicable state and local sales tax at the time of shipment, then your order total will be adjusted by such difference. Shipping charges may also be subject to tax in certain states.

I am tax exempt, but I was charged tax on my BetterBraces.com order. What do I do?

At present we cannot process tax-exempt orders online.  Please contact customer service to request your sales tax refund if you are tax-exempt at the following:

PHONE
US: 800-553-6019
Canada: 866-866-5031
Fax: 760-300-3860
Hours Available: M-F 7am - 5pm PST

EMAIL
Email: Service@BetterBraces.com

You have 30 days from date of purchase to phone, fax, or email to request a refund for sales or use tax. The refund request must contain your BetterBraces.com order / confirmation number and readable copy of your tax exemption. Once your order is fulfilled and your exemption has been validated by our tax department, a credit for the applicable tax amount will be applied to the form of payment used to make the purchase. If you used a credit card, please allow up to three billing cycles for the credit to appear on your statement.

Are there payment method restrictions for tax-exempt purchases?

Many states require some organizations to use organizational funds for tax-exempt purchases. This means the credit card used must be issued by the tax-exempt organization to receive a tax refund to credit card. A personal credit card of an employee working for a tax-exempt organization cannot be used. For Government employees who qualify and have been issued a Centrally billed GSA SmartPay government-issued credit card, the purchaser would need to do the following:

  • At Checkout, enter your centrally billed GSA SmartPay credit card as you would for any other credit card.
  • Follow the process in FAQ about "I am tax exempt, but I was charged tax on my BetterBraces.com order. What do I do?"
  • In addition, our tax department will need to verify the credit card prefixes issued by Citibank or U.S. Bank.
    • Visa: 4614, 4716
    • MC: 5565 and 5568

HOW DO I CANCEL MY ORDER?

After your order has been placed and confirmed, your order begins to process and you cannot make any changes to your order online. To change or cancel your order prior to shipment, contact Customer Service. 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.

WHAT IF I PUT IN THE WRONG SHIPPING ADDRESS?

It is the customer's responsibility to provide an accurate and valid shipping address. Insufficient or incorrect information regarding your shipping address (e.g. street address, city, state, zip or postal code, etc.) may cause your order to be returned.

Orders that are returned to us due to invalid addresses provided by the customer require an additional shipping fee to be reshipped.

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 4Titudev12 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 BracingDifiancen/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 email service@BetterBraces.com for more information or to order.

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