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.

Terms and Conditions

Orders cannot be changed or cancelled after submission. Please review your order for accuracy before submitting.

Shipping & Handling

When choosing your shipping option, please allow 1-2 business days for order processing in addition to shipping times. We make every effort to process orders the same day up to 1:00pm, but we cannot guarantee it. BraceLab does not ship on weekends or holidays.

BraceLab Warranty Information

BraceLab wants you to be satisfied with your purchase from us. All Push Braces and Push Sports Braces are guaranteed against any defect in materials or workmanship for 90 days from the date of purchase, unless altered or laundered incorrectly (see product insert for instructions).

Patient Exchanges & Returns

BraceLab offers free returns and exchanges to ensure that you get the correct size and fit.

For Fit or Sizing Exchanges or Returns:
  • To request an exchange or return due to improper fit, please call us at 888-235-8221 or email us at support@bracelab.com within 30 days of purchase to receive return instructions and an RMA authorization number. Exchanges and returns must be received by BraceLab within 15 business days of the RMA authorization number issuance. No exchanges or returns will be accepted without an RMA authorization number.
  • All braces returned for improper fit must be in new condition with the original product inserts and packaging. Braces may be tried on for sizing and fit but must be unused to be returned or exchanged.
For Defective Exchanges or Returns:
  • If you have an issue with product workmanship within 90 days, please contact us immediately at 1-888-235-8221 or support@bracelab.com. We will provide you with an RMA authorization number. Defective exchanges or returns must be received by BraceLab within 15 business days of the RMA authorization number issuance. No defective exchanges or returns will be accepted without an RMA authorization number.

BraceLab Customer Service is available weekdays from 9:00AM to 5:00PM EST, except on holidays.

Exchange braces and refunds on returns will be issued within two business days of BraceLab receiving the original product under the conditions stated above. Replacement shipping is provided free via USPS Priority Mail. If you require expedited shipment it must be paid in full and in advance of shipment.

These policies do not apply to international orders. Please contact BraceLab for information.

Please ensure you follow the above policies for prompt resolution. If these policies are not met, BraceLab may refuse your shipment – you will be notified and the product may be returned to you at your expense.

Therapist / Clinic / Reseller Exchanges and Returns

Exchanges can be made provided the original order was placed for a specific patient and the exchange or return request is made within 30 days of the original purchase. Exchanges and returns are not allowed on original orders of 4 or more braces.

You must contact BraceLab Support at 1-888-235-8221 or support@bracelab.com to obtain an RMA authorization number prior to sending any return or exchanged or defective product.

©2022 BraceLab®. All Rights Reserved.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.