Company Security Policy
Here at Federal Brace, we take the security of your personal information very seriously. We follow generally accepted industry standards to protect personal information submitted to us, both during transmission and after. When you enter sensitive information on our registration or order forms, we use secure socket layer technology (SSL) to encrypt that information, preventing unauthorized users from intercepting data.
When checking a website’s security, look for a key or lock symbol in the status bar - this indicates a site that uses SSL. Never enter your credit card information on a web site form that does not display one of these symbols in the status bar.
Federal Brace will never send you emails asking for personal information. If you receive emails of this nature, please forward them to customerservice@federalbrace.com so we can address any fraudulent emails.
Company Privacy Policy
Federal Brace takes the privacy of its customers data very seriously. As part of your shopping experience with us, we only collect information that we need so that we can successfully process your transaction, fulfil your order and provide you with the services you expect then and in the future. This information may include, but is not limited to, details which include identifying information such as name, email, shipping/billing address, credit card number, and expiration date.
Unless we have your express consent we will only disclose personal data to third parties if this is required for the purpose of completing your transaction with us. This information is not stored in our website but will be stored with our credit card processor so it is not visible to our staff but accessible to you for future orders.
Shipping & Return Policies
SHIPPING
Large quantity orders, large size pans, and custom pans may need to ship via freight carrier and will be subject to freight charges. Freight shipments are a minimum charge of $200 to business addresses with a dock and a minimum of $400 to residential addresses.
Orders for in-stock products generally ship out within 24 hours of order placement, excluding weekends and holidays.
Expedited shipping options are available at an additional cost for in-stock products. Expedited shipping may not be available for high volume stock orders or for custom orders. Orders with expedited shipping that are placed after 2PM/EST will ship out the following business day.
Shipping prices and Delivery times will vary depending on product availability and destination.
Orders for custom products have varying lead times so please check with our customer service team for the most current lead time at 704-755-8003 or by email at customerservice@federalbrace.com.
RETURNS
Federal Brace is committed to the highest level of customer satisfaction. Orders for stock products can be returned within 30 days of purchase if they are in new, unused, and unaltered condition.
For a Return Authorization, please contact our customer service team at customerservice@federalbrace.com or 704-755-8003 to be issued a Return. Authorization (RA) number. Returns without an RA # will not be accepted.
Packaging and Sending Returns
Once you have your Return Authorization Number and a return address:
- Ensure that the product is in its original, new condition and includes all original materials (manuals, accessories, etc.).
- Please repackage the item carefully in the original packaging and materials in order to avoid damage in shipment*
- Write the Return Authorization Number on the outside of the return package.
- Send the product back to the return address provided by customer service using your preferred shipping method. Save your tracking number and track your return to ensure receipt.
* It is important that adequate packaging is used to return your product. We are not able to accept returns that have been damaged in transit on the return journey.
Once returned items are received, please allow up to 7 business days for your return to be processed and a refund to be issued, less shipping costs and 25% restocking fee. All customer choice returns are subject to a 25% restocking fee unless another order is placed, in which case the fee is waived.
Once a return is received by our Returns Department, Federal Brace accepts full responsibility for all merchandise. We are not responsible for damage during shipment, loss or theft before the merchandise is in our possession. For valuable items, you may wish to insure them to cover replacement costs in case the package is lost in transit. If a product is being returned as new, but has clearly been used or damaged prior to its return, we reserve the right to refuse refund completely.
If your order is damaged, incomplete, or defective, please reach out to our customer service team within 7 business days of receiving your order. In the event of an error on our part, we will do our best to ensure returns or replacements are handled quickly and fairly.
Custom and Made To Order products, as well as any stock products that have been altered in any way are not eligible for return.
ORDER CANCELATIONS
- Orders for in-stock products cannot be canceled once shipped.
- Orders for custom and made to order products cannot be canceled once production begins.
- Cancellation fees are determined by the status of the project at the time of cancellation.
- Contact our customer service team with further questions.
