Frequently Asked Questions

What makes Brace Pro Direct different from typical online vendors?

We combine competitive pricing with "Ask The Pro" live support from certified and/or licensed clinicians. You get pro guidance on fit and products selection – and you get the peace of mind that comes with our Price Match Guarantee.

Who are the "pros" at Brace Pro Direct?

All Brace Pro Direct healthcare professionals who offer "Ask The Pro" support are either certified or licensed athletic trainers, orthotic fitters, or orthotist. And, our clinicians collectively have years of experience working directly in patient care facilities, providing brace fitting guidance, support, and fitting and application instructions.

How much does shipping cost?

Standard shipping is free for all orders over $100. We offer a flat rate of $7.00 on standard orders under $100. For details on our shipping policies, visit our Shipping section.

When will I receive my order?

Delivery times vary depending on the service specified by the customer. For a customer requesting standard shipping, an order will typically ship within two business days of order placement and will typically arrive 5-8 business days from the shipment date. See details and shipping policies here.

Who can I contact if I have a question?

For questions on product selection, fit and usage, use our live "Ask The Pro" support. For questions on shipping, exchanges, returns or related issues, contact Customer Service.

Can I return a product?

Yes. Brace Pro Direct allows exchanges within 30 days of purchase date with no restocking fee. In addition, we accept returns within 30 days of the date of purchase as long as the product is in new conditions and meets other criteria. All returns are assessed a re-stocking fee of 15% of the original price. Additional terms and conditions may apply. Please visit our Returns and Exchanges section for full program details.

How can Brace Pro Direct offer its Price Match Guarantee?

Our buying power with manufacturers enables us to secure lower costs for products. Because we pass those savings on to customers, we are confident that no legitimate competitor can beat our pricing. See details on our Price Match Guarantee.

Will my order be processed on Saturdays, Sundays, or during an observed holiday?

No. We value each and every one of our customer's orders. However, all orders placed during these days will be processed on the next possible business day, so our employees can enjoy time with their families.

What are Brace Pro Direct's observed holidays?

New Year's Day
Good Friday (Friday before Easter)
Memorial Day
Independence Day
Labor Day
Friday after Thanksgiving
Christmas Eve
Christmas Day

What should I do if my Rush/Overnight order was not received during my selected timeframe?

If you have not received a notification that the item is backordered, please contact Customer Service. Please Note: All backordered item(s) will ship on the first day they become available by way of the delivery method previously selected. Please use your order number to identify the item(s) you have not received on-time. Please note: All orders placed after 12:00PM EST will not be processed for shipping until the next business day. We will do our best to honor all requests received after 12:00PM EST on the same business day, but we cannot guarantee shipment processing prior to the next business day. Unless otherwise noted, all shipment timeframes for orders received after 12:00 PM EST are calculated from the next available business day on which the order is processed.