Returns & Refunds Policy

At Brace Direct, we want you to be completely satisfied with your purchase. If you need to return or exchange an item, please review our policy below.

Return & Exchange Policy

• Returns and exchanges are accepted within 30 days of purchase.
• All returns must be authorized. Please email us at service@brace.direct to obtain a return authorization code before shipping your return.
• Customers are responsible for return shipping costs.
• If the item is worn, damaged, or not in its original packaging, a restocking fee may apply, and an exchange may not be granted.
• For exchanges, please email us with the product name, size, and your contact information.
• Once your return is received and inspected, your refund or exchange will be processed promptly.
• Shipping costs are non-refundable unless an incorrect or defective item was sent.

🚨 Please note: We recommend using a shipping method that includes tracking, as we cannot guarantee receipt of your return without it.

Refund Policy

• Refunds are issued to the original payment method used at checkout.
• Please allow 5-7 business days for the refund to reflect in your account after processing.
• Items that are damaged, missing parts, or not in resellable condition may not be eligible for a full refund.
• Refunds will not be issued for packages marked as "Delivered" by the carrier (see Lost Package Policy).

Lost Package Policy

• If your package shows as "Delivered" but you have not received it, please check with neighbors, building management, or your local carrier office.
• For missing packages, file a claim with the appropriate carrier:
• FedEx: 1-800-463-3339
• USPS: Contact your local post office
• UPS: 1-800-742-5877
• Once a carrier confirms the package is lost, please contact us with your case number for further assistance.

Non-Returnable Items

• Products that have been worn, washed, or damaged by the customer.
• Items that are not in their original packaging.
• Final sale or clearance items.
• Medical braces or supports that have been used and cannot be resold due to hygiene reasons.

Payment Methods & Refund Processing

• Refunds are issued back to the original payment method.
• If your refund is not received within 10 business days, please check with your bank or payment provider.
• If you paid via PayPal, refund times may vary depending on PayPal’s processing times.

Contact Us

If you have any questions about our returns, refunds, or exchange policy, please contact our support team:

• 📧 Email: service@brace.direct
• 📞 Phone: 1-800-257-5870
• 📍 Business Hours: Monday-Friday, 9:30 AM - 5:00 PM EST