Returns & Exchanges

At BraceAbility, we want to help you get back to life, and promise to do whatever we can to make sure you have a positive experience with our company. If the item you ordered doesn't fit, or isn't what you expected, we'll happily take it back as long as your item is eligible for return per our policy.

To qualify for a return or exchange, your item(s) must be received by BraceAbility within 30 days of your original purchase date and meet our condition requirements. We kindly encourage you to initiate your return promptly to ensure it is processed within this time frame.

BraceAbility Return and Exchange Policy

Return and Exchange Requirements

Condition of Items for Return or Exchange: 

The item(s) purchased must be unused and unworn, except for briefly trying them on to asses fit and comfort. When trying on items, please ensure the product is handed with care and consider the following: 

  • Avoid contact with lotions, oils, powders, or any substances that may transfer onto the product. 

  • Ensure the product is free from pet hair, lint, or other debris. 

  • Products should remain odor-free (e.g., free from smoke, perfume, or other scents). 

  • Items should be returned clean, in the same condition as received, with all original packaging, parts, and tags intact. 

Items Ineligible for Return

If an item received for return or exchange does not meet our guidelines, it will not qualify for a refund or exchange, and we regret that we cannot send the item back to you.

This policy helps us maintain the highest standards of hygiene and quality for all our customers. Items with noticeable odors (such as smoke, perfume, or other scents), visible debris, or other indications of improper handling or wear cannot be restocked and are therefore ineligible for return or exchange.

We understand this may be disappointing, and we encourage you to reach out to our Customer Care Team before sending your return if you have any questions or concerns. We are here to assist you and ensure the process is as smooth as possible.

Our Commitment to Quality and Care

Due to the personal nature of our products, we are committed to maintaining the highest standards of quality and hygiene. This ensures that every customer receives a product they can trust. By adhering to these guidelines, we can uphold these standards and continue to provide the exceptional service that you deserve. 

We appreciate your understanding and cooperation in helping us create a safe and reliable experience for all our customers!

Processing Your Return or Exchange

We strive to process returns and exchanges within 1-3 business days of receiving your item. Please allow up to 10 business days for the refund to appear on your original payment method.

To ensure your return or exchange can be processed, all items must be received by BraceAbility within 30 days of your original purchase date. Unfortunately, we are unable to process returns or exchanges for items received after this timeframe.

We will refund the full product cost and any applicable sales tax. However, original shipping costs are non-refundable, except in cases of shipping errors caused by our warehouse.

How to Start a Return or Exchange

To start your return, simply enter your order number to request a prepaid shipping label for your convenience. You can find your order number in your Order Confirmation email or on the packing slip included in your package. If possible, please reuse your original shipping box or bag to send your item(s) back to us—it’s an easy way to reduce waste!

If you choose to use your own shipping label, please send your package to:

Attn: BraceAbility Returns
6122 Nordic Drive
Cedar Falls, IA 50613

Returns / Exchanges for Multiple Items

In order to exchange or return more than one item, you will need to go through the process of answering the return/exchange questions for each item separately. This will then take you on to the next phase of the process to return or exchange your item(s) as normal. 

International Orders

While we're happy to offer returns or exchanges to our international customers, we ask that you cover the cost of the return shipping. Please enter your order number and shipping postal code at braceability.com/returns to request a return or exchange authorization and print the return form to include in your package. Then, arrange shipping through the carrier of your choice to the address above.

Need Help? We’re Here for You!

At BraceAbility, we’re committed to ensuring your experience is as seamless and stress-free as possible. If you have any questions or need assistance with your return or exchange, our Customer Care Team is here to help.

To contact us, please send an email to support@braceability.com.

Still have questions? Explore our help articles for answers to frequently asked questions about Returns & Exchanges. 

Thank you for choosing BraceAbility! We're honored to be a part of your journey towards comfort and relief. 

Return and Exchange FAQs

Our website works best on the newest version of each browser, so if you’re having trouble accessing the Online Returns Tool, try updating your browser or using a different one such as Chrome, Firefox or Safari. If you’re still having trouble, please get in touch and we’ll help process the return or exchange for you.

Absolutely! We fully expect you to try on your new brace at home to ensure a proper fit. If you decide to return the item, it must be in its original condition, without any signs of wear such as scuff marks, pet hair, or odors. Additionally, all parts and accessories that were included with the brace must be returned as well. Our goal is to ensure that every product returned to us is in a condition that allows us to uphold our standards of quality and hygiene for all customers.

We know life gets busy and you may not be able to send it back right away, so we allow up to 30 days from the original purchase date for returns. You can enter your order number and zip code in the form above to see how long each item is eligible for return.

If we receive an item which is ineligible for return per the policies listed above, we will not be able to send the item back to you. If you have any doubts about whether or not you’ll be eligible, please contact our Customer Care Team, and we can help you decide.

We accept exchanges for different sizes of the same brace. If you’d like to try a different brace altogether, please return your first item and place a new order.

Consider printing at your local library - it may even be free! If you’d like us to send you a label via mail, select “Please Mail me the Label” during the return process and we’ll send it to the shipping address on your original order.

To check on the status of your return or exchange, scroll to the top and enter your order number and zip code, then click "Find Order." When your order loads, you’ll see one or more of the following options to help you determine the status.

Eligible for return until XX/XX/XXXX: You haven’t started a return or exchange for this item, but you are eligible to do so until the date listed. 

Track your return:Your return is on its way back to us. Click to see when it’s expected to arrive at our warehouse. If you selected to provide your own shipping label, check the tracking number you received from the carrier when you shipped the package.

Reprint Label/Instructions: Click here to reprint the return label and instructions you created previously.Refunded: We have issues a refund to your original payment method. Please note it could take a couple of days to appear on your Credit Card or PayPal account.

Track your Exchange: Your exchange has been sent. Click to see when your replacement item will arrive.

Denied: Your return or exchange violated one or more of our policies and we were unable to process a refund or exchange. See below for more information on why we may deny a return or exchange.

If you got word that your return or exchange was denied, you can get more information about why by looking up your order here.See below for more information on what each reason means:

Used/Worn: The item was visibly used or worn, beyond just trying on the brace. This could include scuffs or dirt marks, pet hair, body dander, etc. We clean all of the products when they’re returned, and if our standard cleaning procedures cannot return the item to “like new” condition, it will be denied.

Missing Parts/Pieces: The brace was not returned with all the necessary parts. Some products have extra pads, stockinettes or other accessories that must be returned for a full refund or exchange. If you have the missing pieces and just forgot to send them back, please contact us to let us know you’ll be sending them our way.

Smoke Smell or Other Odor: Your item was returned with a noticeable odor that prevents it from being considered “like new” condition. This could be smoke smell, pet odor, body odor, etc.

If applicable, we’ll take a few photos of your brace to demonstrate why it was denied. You can see those photos by loading your return order and selecting the link that says “Click to see why your return was denied.” 

We do our best to process each return the same day it’s received at our warehouse, but occasionally it can take up to three business days. If you’re waiting for a refund you’ll be notified when we initiate it, but sometimes credit card companies take a few days to apply the funds. If you entered an email address when creating your return, you’ll get a tracking notification when the exchange item ships, otherwise you can see it by searching your order number above.

If you've already used the return tool above to start a return or exchange and need to reprint your label, simply search your order again and click the blue link that says "Reprint Label/Instructions"

We provide return labels as a convenience to our customers, and the cost of the label will be deducted from your refund. You can see the label cost during the return process so you know how much you will be refunded. If you prefer to purchase your own shipping label, you can select “I want to use my own label” during the return process. In this case, we will not provide a label, nor deduct the cost from your refund. Please note you will not be reimbursed for this return shipping cost, and BraceAbility is not responsible for any packages lost in transit. Please keep your tracking number so you can monitor when it arrives at our facility.

If you requested that we send you your return label via mail, an additional $2.00 fee will be deducted from your refund. Please note that all original shipping charges are non-refundable.

If you received the wrong item, if it arrived damaged/defective or if you received the wrong quantity, we will happily make an exception to these rules. Please contact our Customer Service team and they will take care of our mistakes.

While we're happy to offer returns or exchanges to our international customers, we ask that you cover the cost of the return shipping. Please enter your order number and shipping postal code above to request a return or exchange authorization and print the return form to include in your package. Then, arrange shipping through the carrier of your choice to:

ATTN: BraceAbility Returns
6122 Nordic Drive
Cedar Falls, IA 50613

Both the post office and UPS stores offer home pickups. Click the links below to get started.

Post office - https://tools.usps.com/schedule-pickup-steps.htm

UPS - https://wwwapps.ups.com/pickup/schedule