FAQ

Shipping and Processing

How long is the processing time?

Once payment has been made, 99% of all orders leave our fulfilment centre within 1-3 days. They will be sent to the shipping company and from there it will be completely handled by them.

Do you deliver internationally?

Yes. We ship to most countries worldwide.

Which courier will be used for the delivery?

For US orders, delivery will be via USPS. For other countries, it will depend on your respective countries' local post services.

Where will my item(s) be coming from?

Our fulfilment centres are located in the US and China. We source our products from only the most experienced and reliable manufacturers.

How much does shipping cost?

Most of our products are offered with free shipping.

 

PAYMENT

How do I place an order?

Simply choose your color or size if applicable from the dropdown menu on the product page, then click the "Add to Cart" button and proceed to checkout when you are done shopping.

Which forms of payment do you accept?

We accept Visa, MasterCard, American Express and other popular cards. We also accept payment via PayPal as well.

How secure is my personal information?

Brace Wise adheres to the highest industry standards to protect your personal information when you checkout and purchase from our online store.

Your credit card information is encrypted during transmission using secure socket layer (SSL) technology, which is widely used on the internet for processing payments. Your credit card information is only used to complete the requested transaction and is not subsequently stored.

 

POST-SALES

Can I cancel my order?

We only allow order cancellation if your order has not yet been processed for fulfilment. You check with a support team member at support@bracewise.com who can advise of this. We will do our best to assist you, but please understand that once we have sent out your order to the postal company, we no longer are able to cancel your order.

Can I make changes to my order/shipping address?

We usually have already sent out your order after 24 hours from the time you make payment. If a change needs to be made to your order, please contact us at support@bracewise.com ASAP and we will do our best to accommodate that change. However we cannot make any promises.

Will I receive a tracking number?

A shipping confirmation email with your tracking number will be emailed to you within 7 days once available.

Why have I not received any order confirmation details?

Oftentimes this is because you have accidentally entered your email wrong. 

If you believe you may have entered your email wrong please contact us via support@bracewise.com and we will fix it for you. Also, please check your SPAM folder to see if your confirmation email was sent there.

Why is the price shown on the package different to what I paid?

Prices revealed from your respective package might be different from what you have paid but please do not worry!

Usually what our fulfilment centre would do is to mark extremely low prices or mark the items as gifts altogether.

This is to prevent tariffs/custom import duties being incurred on your end as for certain countries these additional charges are extremely costly.

What happens if I am not at home for delivery?

Anyone at home can receive the package on your behalf. If no one is at home, the postman will leave a collection slip and you will have to proceed to the post office to collect your package.Or they will simply call you at the phone number you left with us.

 

RETURNS AND REFUNDS

Our Return Policy

If your product is defective or doesn't work properly, let us know and we'll send you a replacement one.

Several types of goods are exempt from being returned. We do not accept returns of products that are intimate or sanitary goods, health and personal care items, hazardous materials, or flammable liquids and gases.

To complete your return, we require a receipt or proof of purchase. Please do not send your purchase back to the manufacturer. Do note that return postage fees will not be covered by us.

We recommend emailing support@bracewise.com for full order return inquiries.

Return Shipping Information

You will be responsible for paying your own shipping costs for returning your item.

If you are shipping an item over $30, you should consider using a trackable shipping service or purchasing shipping insurance. We do not guarantee that we will receive your returned item.

Our Refund Policy

We offer a 100% money back guarantee on all items defective on delivery and orders undelivered in 60 days.

We are also able to send replacement items if you would like.

Please contact support@bracewise.com for more information on your refund request. If your order arrived damaged, please attach photos for proof so we can make it right for you as soon as possible.

Our Refund Policy lasts 7 days. If 7 days have gone by since you received your order, unfortunately we can't offer you a refund or exchange.

Our Order Cancellation Policy

Depending on whether we have sent out your order already, we are able to process your order cancellation and refund back your money.

We will guarantee to provide full refund if you cancel your order within 12 hours after you have made payment.

However if 12 hours has passed since you made the order, you may have to wait for your parcel to arrive before you can return them to us.