Frequently Asked Questions
Account Setup
You may request a password reset e-mail by clicking “Forgot Your Password?” on the Customer Login page. You may also call our Customer Support Specialists to retrieve your account information.
Medical Professionals:
Yes. Setting up an account allows us to provide you with accurate pricing when making a purchase for your clinic. If you are purchasing a brace for yourself, you do NOT need to create an account. Please note, in order to receive order confirmation and shipping updates, you will be asked for your email during checkout, but this will not create an account.
Patient/Customer:
No. You do NOT need to create an account to make a purchase. Please note, in order to receive order confirmation and shipping updates, you will be asked for your email during checkout, but this will not create an account.
Medical Professionals:
- Click on My Account (upper right-hand corner)
- New customers: Create a new account for yourself or your company
- After entering your information and clicking “create an account” button, please allow one (1) business day for the BraceLab team to verify your information.
- Once your account has been approved, you will receive a notification via email/phone call from the BraceLab customer support team.
Ordering
You may place an order through our website directly or calling our Customer Support Specialists.
After setting up an account, you may order directly through our website, e-mail your purchase order to Support@BraceLab.com, or by calling our Customer Support Specialists.
At this time, BraceLab does not offer this type of service.
We do not have any special promotions or discount codes available at this time. Any codes that are not exclusively from our website are not valid.
Shipping & Delivery
- Medical Professionals: Standard shipping is $8.99 through USPS up to four braces. Non-standard and/or expedited shipping is calculated based on your shipping address.
- Patient/Customer: Standard shipping is free on all braces. Non-standard and/or expedited shipping is calculated based on your shipping address.
A few reasons could be:
- You haven’t gone far enough through the checkout process. A free shipping discount will be automatically applied on the final page of checkout.
- You are placing a medical professional order.
- You are placing a Business/Facility order.
- You are placing a company account order.
- You have selected a non-standard USPS shipping option.
If you are ordering as a patient/customer, selected standard shipping and still seeing a shipping charge , please contact our Customer Support Specialists.
Shipping & Handling is a service fee to ensure your package arrives to you in the appropriate time and manner.
In addition to shipping times, please allow 1-2 business days for BraceLab to process each order. Once the order is processed you will receive a notification that your order has been shipped. Standard shipping times for each order through USPS typically take 3-5 business days. Please note that shipping times may be delayed around the holidays.
Once your order has been processed, you will receive an email with your tracking number. You can also check your order status here using your billing zip code and order number. You can also track the status of your order under the order history in your account.
Orders cannot be changed or cancelled after submission. Please review your order for accuracy before submitting. Please reach out to our Customer Support Specialists if you have any questions.
Return Policy
Yes, you may return an UNUSED product within 30 days of your purchase date.
No.
All Push braces come with a 90 day manufacture warranty. Please contact our Customer Support Specialists to determine if the issue with the product qualifies for the warranty. If it does, they will process the return request for you.
No. We only accept returns from braces purchased directly from BraceLab.
We offer free returns and exchanges within the 30 day window.
Customer Service
You can reach a member of the customer service team during the business hours of Monday-Friday 9-5pm EST via:
- Online Chat: Look for the chat icon on the lower right-hand side on bracelab.com
- Phone: 888-235-8221
- Email: support@bracelab.com
Average response time within 1 business day
Insurance
No. We do not file insurance because we are not a medical provider.
We recommend contacting your insurance provider to find out what reimbursement you can expect.
You can see which products are eligible for insurance by visiting the product page. Under the insurance tab, an L-code will be assigned to all products eligible for reimbursement. If a product does not have an L-code, you may use your Health Savings Account to purchase the brace.
The L-code is located under the Insurance section of the product page. Please note, not all braces have assigned L-codes.
Product eligibility for insurance coverage is determined by insurance companies. Insurance companies base their decisions on the type of product how it fits within the standards of an independent agency.
Speaking with your insurance company is the best way to understand the steps of filing a claim.
The insurance section on the product page has information for yourself as a provider and for your patient.
BraceLab staff members are not medical professionals; for medical advice or brace recommendations you must contact your healthcare provider. Once you have determined what brace you need with your doctor, our Customer Support Specialists will be happy to speak further with you regarding sizing, application and brace care.
Please refer to the sizing chart and measuring instructions on the product page. Most product pages also have a “How to Size” video to help.
If you are in between two sizes, we recommend trying both sizes on to see which will fit you the best. You can return the brace that didn’t fit within 30 days for a free refund.
SympresTM is a soft, moisture-wicking microfiber material used to line most Push® premium braces. The high-quality material keeps the braces more durable and makes them more comfortable to the user.
Push and Push Sports braces are created with quality materials through a combination of hand-sewn and machine-manufactured processes.
All Push and Push Sports braces are made in Europe.
MetaGrip
You may place an order through our website directly or calling our Customer Support Specialists.
If you are in between two sizes, we recommend trying both sizes on to see which will fit you the best. You can return the brace that didn’t fit within 30 days for a free refund.
You can handwash or machine wash the MetaGrip in a small mesh bag, using the gentle cycle, cool water, and mild detergents, followed with air drying. For full care instructions, please refer to the Care Instructions tab and the “How to Care for the brace” video on the MetaGrip product page: https://bracelab.com/metagrip.html#care.tab
The MetaGrip is made of premium, high-quality materials which custom fits to the thumb. It comes in a streamlined/sleek design that won’t degrade it heat, can be washed and air dried, doesn’t impede other joint movement, and is more durable than any other thumb brace on the market.
Unfortunately, replacement straps are not available. You can either purchase a new MetaGrip or see if you qualify for a defective replacement.
You can reach out our Customer Support Specialists to see if you qualify for a defective replacement. If they do not qualify, you will need to purchase a new brace.
While the MetaGrip is not sold in any local retail or pharmacy stores, our Customer Support team can provide you with a potential local DME supplier. Please keep in mind, you may opt to purchase directly from us, either online through our website, www.bracelab.com or by phone where we offer free returns/exchanges within 30 days of purchase.
You may set up an account through our website or call one of our support specialists. When singing up from the website:
- Click on My Account (upper right-hand corner)
- New customers: Create a new account for yourself or your company
- After entering your information and clicking “create an account” button, please allow one (1) business day for the BraceLab team to verify your information.
- Once your account has been approved, you will receive a notification via email/phone call from the BraceLab customer support team.
Yes, medical professionals are eligible for tiered volume discounts. Please contact sales@bracelab.com for more details.
Yes, medical professionals are eligible for tiered volume discounts. Please contact sales@bracelab.com for more details.
We offer FREE samples to medical professionals in US clinics. Please reach out to sales@bracelab.com.
Yes, we can provide information sheets for your patients. You can also find information sheets under the medical professionals tab on each product page.
Yes, we can provide information sheets to be used at your clinic. You can also find information sheets under the medical professionals tab on each product page.
After setting up an account, you may order directly through our website, e-mail your purchase order to Support@BraceLab.com, or call our Customer Support Specialists.
You can send patients directly to bracelab.com to buy braces. Buying directly from BraceLab ensures your patients will get the best customer service, including sizing, application, and product care assistance, and will be eligible for any returns/exchanges.