Do I need to be a healthcare professional to purchase from BRACE-IT?
No.  Anyone can purchase our products.

Do you have a physical store? Where are you located?
Yes we do! Unlike many of our online only competitors we do have a physical store located at 1066 Brant Street, Burlington, Ontario. Burlington is part of the Greater Toronto Area (GTA) and we are approximately 50km south of downtown Toronto. Not only do we have a physical store, we encourage you to make an appointment for a personal fitting with one of our healthcare professionals if you live in the GTA.

How long does it take to ship my product?
We strive to ship all orders (excluding custom made products) within 24 to 48 hours of receipt. Orders will typically arrive within 2 to 5 business days from shipment date and include insurance and tracking number. At time of shipping a tracking number will be emailed to you.

Where is my shipment?
If you have an account with BRACE-IT, simply sign into your account where you will see the tracking status of your shipment. We update this information daily. Upon shipment you will also receive an email with your tracking number.

I’m having problems placing my order. My shopping cart items have disappeared.
If you are experiencing technical difficulties on our site, please do not resubmit the order. Contact our customer service department immediately and we will take care of that for you.

Can I change my order?
When you place an order at BRACE-IT, we quickly move into action to help ensure your order is delivered within our specified shipping time frames. If you need to delete an item, reduce a quantity or cancel your order, please contact us within 30 minutes after you place the order. Please note:  If you would like to add new items to your order or increase the quantity of the items you've purchased, please place a new order and shipping fees will apply to each order. We will also not be able to cancel or make any changes to your order once your order status is listed as "Processing".

What if I have questions about a healthcare product?
We will be happy to answer any technical question you have, but if you don’t know what product to choose, please consult your healthcare professional before placing your order. If you live in the GTA and would like to make appointment with one of our health care professionals, please contact us to schedule an appointment.

How do returns work?
Although we will do our very best to ensure your product is measured properly before its shipped, as with all health care products that potentially come into direct contact with the user, returns will be determined on a case to case basis.  Returns/refunds can only be accepted for items in unopened, original packaging within 7 days of receipt and the purchaser is responsible for all return shipping fees. When a direct return or exchange is not an option, we will do everything possible to fix the issue.  This may involve us contacting you directly, advice regarding fit and usage or product return for modification. Please don’t hesitate to contact us via email at sales@brace-it.ca or via phone at 905-634-8598.

How does the warranty work?
Some products have warranty on Manufacturer Defects Only. Warranty period varies. When a product is still under the warranty period, our health care professionals will assess the issue and decide whether the product is need of repair or replacement. 

Why do I have to pay $12.95 for shipping? I thought it was free.
Shipping is free for orders over $200 in Canada. Under that we charge an economical flat rate of $12.95 for orders in Canada. All continental USA bound orders have a flat rate shipping fee of $21.95. Shipping costs for Alaska, Hawaii and all other international countries costs are calculated at time of checkout based on location. All of our shipping costs are very competitive since we are shipping out directly to you. 

What happens if my products arrived damaged?
We take great care in packing your order. On rare occasions, a package may be damaged or lost in transit. All shipments come with carrier insurance and the courier is responsible for any damages of merchandise after it leaves our facility. You must report a defective product or shipping error immediately upon receipt, to qualify for an exchange.

For your protection, please follow these procedures upon receiving your delivery:

1. Carefully inspect each package for any signs of damage
If a package arrives damaged, have the delivery company mark the tracking as 'received, damaged, subject to further inspection'. Note the damage or shortage in quantity on your copy and the driver's copy of the delivery receipt. Have the driver sign and acknowledge the damage on the delivery receipt.

2. Contact us at sales@brace-it.ca or 905-634-8598 to report the damage.

3. Save the packaging and merchandise for inspection.

Unclaimed Packages
If a product shipped to you is unclaimed and consequently returned back to BRACE-IT by the courier, you will be charged the shipping charge incurred for the initial delivery, as well as the shipping cost charged to us by the carrier for the return delivery. If you request that the unclaimed product returned to us be shipped to you again, a second shipping fee will apply.