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Frequently Asked Questions

In This Article: 

What product should I get?

We do our best to offer product categories that will direct you towards the best possible braces for your needs. Our product descriptions offer valuable information on the details of the product and what the product is designed to treat.  As always, we advise you speak to a medical professional about medical conditions and what might work best for you.

Where is the sizing chart?

Sizing charts for all items are located just under the price of the item and above the size drop down box. Click the link that says “What’s my size?” We also offer sizing graphics for all of our products as a supplementary image of the product. When measuring, we strongly recommend using a flexible tape measure.



Do you ship internationally?

Yes, we do, although estimated shipping times may be delayed 3-5 business days depending on the location.  Also, customs fees are not included with the shipping charges so you’ll be responsible to pay those when the item is delivered. To see if we ship to you, check out this article!

How do I qualify for Free Shipping?

We offer free shipping on orders in the continental United States where the cart total reaches the free shipping threshold or more. The delivery estimate for these orders is 5 to 10 Business Days after the item ships. If you'd like to receive it sooner, we always offer faster shipping options during the checkout process. 

What happens if the size I ordered doesn’t fit?

We offer easy online returns and exchanges on all products. Although we offer sizing charts for all of our items, these measurements are based on the products themselves. We cannot guarantee that every brace will fit perfectly as every person’s body shape is different. Review our full return policy here

What is your return policy?

As a general rule, we accept all returns in good condition. Refunds will be made for the item and applicable taxes, but not the original shipping cost. Visit to get a convenient prepaid shipping label. The cost of the label will be deducted from your refund on returned items, but there's no charge for exchanges.

We ask that you return your product within 45 days of receiving it, otherwise we may not be able to credit your card. Click here to view our full Return Policy.

How do I delete an item from my cart?

To delete an item from your cart, please click the " - " button next to the item you wish to delete until it reaches 0. The page will refresh automatically and that item will be removed. 

What service will you use to ship my order?

Here's a look at how we send each shipping option offered on our website:

  • Free Shipping (5-10 Business Days): Fulfillment by UPS Mail Innovations
  • Ground (3-5 Business Days): Fulfillment by USPS
  • 3 Business Days: Fulfillment by USPS
  • 2 Business Days, Next Business Day, International Shipping: Fulfillment by UPS

How do I get a shipping estimate?

Add the appropriate items to your cart and fill out the State and Zip Code information below the products listed on the shopping cart page. Then select "Calculate Shipping Rates."

When will my order arrive?

We offer estimated ship dates for each item on our website, add this to estimated shipping times below to estimate when your order will arrive. In some rare occurrences, there will be delays from UPS or USPS due to weather or other extenuating circumstances. All estimates are based only on Business days and do not include Saturday or Sunday.

Free – 5-10 business days

Ground - 3-5 business days

3 Day - 3 business days

2 Day - 2 business days

Next Day Air - 1 business day

Tracking shows my package is delivered, but I can't find it. What should I do?

The Postal Service sometimes makes these types of mistakes where they report that a package is delivered, but it's still on the truck or left back at the post office.

We ask that you go through a couple of steps to ensure it's really missing, not just late. Could you please:

  • Check your back door, garage, apartment complex front office, with neighbors etc. to ensure the package wasn't delivered somewhere else by mistake?
  • Contact your local Post Master and let him or her know that the tracking shows delivered, but that you do not have the item?

Although we cannot control the path of the package once it's transmitted to the USPS, we don't like our customers to suffer. If you're able to confirm you taken these steps, we'll do everything we can to make it right from our end.

How do I add an item after I already placed my order?

You will need to cancel your order and place a new one for the extra item. We cannot add the item to your order over the phone because we do not store your credit card information for security purposes. 

How soon can I use tracking on my packages?

Tracking numbers become active only after being scanned by the shipping service (UPS Mail Innovations, UPS or USPS) These should be active by the end of the day or the following business day. Use our tracking tool to track your order! 

How do I cancel my order?

The best way to ensure your order gets canceled is to submit a contact form with your name, order number, and request to cancel the order.  

Don’t see all the items you ordered on your shipping confirmation?

Sometimes we ship items separately based on our quantities in stock and location the product is shipping to. We do our best to minimize the time it takes for all packages to arrive. If you have not received tracking for all items ordered, please be patient, we will send you an additional shipping email as soon as your other products ship.

When will my return be processed?

We process our returns within 1-3 business days of receiving them. You will receive an email to confirm that you have been refunded, or that your exchange has shipped. Please make sure to check your spam folder if it has been past this time and you have not received an email. 

I received more than one e-mail, did I place a duplicate order?

Check your order numbers to make sure they are the same. If they are the same, you only placed one order and there is nothing to worry about! If you have two different order numbers, please get in touch with us and we can help you cancel one of the orders.

I don’t want to receive promotional emails, how can I avoid this?

BraceAbility doesn’t appreciate spam any more than you do. We will only send you emails for a few reasons. Account creation, order confirmation, shipping & tracking information, and making sure your product is working and you are satisfied.

Where do I find my order number?

Within your Order Confirmation email, you'll find a number that begins with “7000". This is your order number.

On the packing slip that comes in your package, you can find that same “7000” order number in the top right corner in parenthesis. There will also be something that starts with "SO" as in "Sales Order". All BraceAbility sales orders begin with “SO” and have 6 digits afterward. Either this Sales Order number or your order number starting with “7000” will work!