New Era Braces Exchange Policy:
If you have purchased one of our products and you receive the wrong size, New Era Braces is able to issue an exchange. If you are interested in exchanging the item, please put in a request within thirty days of receiving the product. New Era Braces is unable to pay for the return postage; however, we will not bill additional shipping costs for the exchange. We will make sure that you receive the tracking information through email.
In order to exchange an item, please ship the product using the original packaging. You will also need to include all of the original paperwork and accessories. To get the proper size, please indicate what size you would like on the packing slip, and then place it inside the box with your old brace. Make sure to clearly write down the authorization number on the exterior of the box and not on the actual product packaging.
New Era Braces Return Policy:
In order to return a product you have purchased from us, you will need to return all of the components, accessories, and paperwork that was included with the product. They will need to be unused and in the same condition you received them. You will have to place them back in the packaging they came in. Any items that have been used, in an unsellable condition, or are damaged will not be refunded.
New Era Braces requests that you make the Return Merchandise Authorization or RMA within 45 days of receiving the product. Once you have received your RMA, you will be responsible for the postage when shipping the items back to us. Shipping costs are non-refundable. We prefer if the item is shipped within 15 days of receiving the Return Merchandise Authorization. However, the RMA will not expire until 60 days. Special or custom orders cannot be returned or exchanged.
In order to return any of our products, it must be shipped in the original packaging with all of the original paperwork and accessories. We ask that you write the reason why you want to have the product returned on the packaging slip. Make sure you write the authorization number on the outside of the box and not on the product packaging.
Refunds will usually be processed after the product arrives at our facility. We will credit your PayPal or the credit/debit card that was used to make the purchase. It may take up to 7 to 14 business days for the refund to show in your account.
New Era Braces Defective Item Policy
In the event that you receive an item that is defective, New Era Braces will replace it within 30 days. Normal wear caused from daily usage will not be considered as a defect. You will need to prove that the item is defective by attaching photos of the item in your RMA request. We will make sure to ship out the item to you as soon as we can. We will not bill you any additional shipping charges.