RETURN / EXCHANGE POLICY & INSTRUCTIONS
The size charts we provide are recommended guidelines. So even though you may think you've measured exactly as our instructions say, your support may not fit properly (for a variety of reasons).
If your item is too small or too large, send it back to us (call us first) and we'll send you the size of your choice for the cost of shipping/handling. There will not be a restocking charge if you are making an exchange for a different size (Custom made products are available.)
Please examine your purchase carefully upon receipt. We take pride in our quality control, but if a product is found factory defective, please call us immediately to arrange for replacement. Defects and damage to goods caused by improper care and application will NOT be accepted for return. As with any fabric or material, the color of the products may vary slightly due to material type or dye lot. This is NOT considered a product defect and our return policies will still apply.
ALL RETURN/EXCHANGE ITEMS MUST BE CLEAN OR THEY WILL NOT BE ACCEPTED!
EXCHANGES
To qualify you must: Contact us within 5 business days of the arrival of your product. The product must be in unworn condition in original packaging and unsoiled. Product must be returned within three weeks.
Custom made items, (including custom colors) are non returnable – non refundable. These items are made specifically to your provided measurements and/or specifications and cannot be restocked. If you think your custom sleeve may be defective, call for a return authorization so that we may inspect the item; if a defect is determined your custom will be replaced at no additional charge.
(2 ways to handle exchanges)
- You contact us to inform us you'll be sending your item back and tell us which size you'd like to try instead. We wait until we receive the item from you, and then we send out the new size you've chosen. You must pay to mail the incorrectly sized items back, and we'll send the second item back without charging a restocking fee, the only cost is the shipping/handling.
- When you need the new size sent in a hurry, we can send out the new size right away, but you would have to pay for the product plus shipping/handling again (basically a new order is placed), and we would credit back the original order you placed minus the shipping/handling costs when we receive the original item that you have mailed back to us (Again there's no restocking fee).
RETURNS
Product may be returned for credit. A 15% restocking fee may apply and is assessed on a case by case basis:
* Call for Return Authorization Number within 5 business days.
* Product must be in unworn condition in original packaging and unsoiled.
* Product must be returned to us within 15 business days of the day you call for a return authorization number.
Items returned unclean or without prior authorization will be sent back at the customers’ expense.
There are absolutely NO refunds on shipping charges or custom ordered products!!!!
SHIPPING POLICY
PLEASE NOTE: There is NO guarantee on delivery time frames! Our shipping and postal carriers try to estimate the time to delivery however, they are estimates only and can NOT be guaranteed! All shipping and delivery estimates are working days only. (If you place your order for 2 Day delivery and it ships on Thursday, you will receive it on Monday). There is no Saturday delivery offered on our website. If you would like an estimate for Saturday delivery please call 1-800-523-5611 and speak to a customer service representative.
All shipping charges will include a handling fee. The handling fee is a minimum of $4.00 but could vary depending on the product.
You can trust that your order will be quickly processed and safely delivered. Please keep in mind that orders are processed and shipped Monday through Friday, if you place an order on Friday after 3:00pm Arizona Time it will begin processing on Monday at 8:00am Arizona time.
The UPS Program will offer a delivery time frame; however, the actual amount of time to delivery could vary depending on the availability of stock and actual shipping date. Tracking numbers will be sent along with confirmation of shipment.
The USPS options including Priority Mail are on NO guaranteed time frame. We will send your package as soon as the products are available; the amount of travel time varies. If there is a tracking number available it will be provided upon confirmation of shipment.
International Customers: PRO Orthopedic does not pay and is in no way responsible for any additional duties, fees or taxes that are added to your package by the receiving country. Such duties, fees and taxes are the sole responsibility of the recipient. At this time we are not able to provide any USPS International services, only UPS Worldwide Expedited is available for shipments outside the United States.
PLEASE NOTE that UPS will NOT deliver to a Postal Box, only a street address is acceptable to insure proper delivery for this carrier. If you do not provide a proper address it could delay the shipment of your order. *We do not offer UPS Saturday Delivery so, all time estimates are working week days only.
* This means if you place your order for 2 day shipment, and it is shipped on Thursday,
you will receive it on Monday *
Saturday delivery by UPS comes with a very high surcharge and we do not offer that option through our website, if you would like to get a Saturday delivery, please call 1-800-523-5611 and place your order by phone.
If you are having legitimate shipping issues that are not addressed on this page please contact us right away, we will do our best to resolve your issue quickly.
We do all we can to insure that your package is processed and shipped in a timely manner, we will NOT refund shipping charges.