FAQ
Looking for answers? Explore the frequently asked questions that our customers find most valuable.
ONLINE CUSTOMERS
Yes, the majority of our Brownmed brands are eligible for FSA/HSA reimbursement, with the exception of the NuRoo Pocket and the IMAK Ergo Happineck.
Thank you so much for your order! All online orders placed after 12 PM CST will be processed and shipped on the next business day. Please note that our manufacturing facility is closed on weekends. Therefore, orders received on Friday after 12 PM CST will be processed and shipped on the following Monday.
UPS tracking information will be emailed to you within 24 hours of your online purchase on weekdays. If you place an order after 12 PM CST on Friday, it will ship the following Monday. You can also check the status of your order anytime on your MyAccount dashboard. Simply log in here: https://www.brownmed.com/my-account/
If your order is lost, stolen, or damaged, please reach out to our customer service team via phone or email for assistance in locating your package or arranging a replacement. You can contact us at 1-877-853-5518 or by email at customer.service@brownmed.com
Yes, Brownmed offers a one-year warranty against manufacturing defects on all products. Additionally, Seal Tight products are guaranteed to last the lifetime of your cast. For further details on our warranty policy, please visit: https://www.brownmed.com/warranty/
To initiate a return, you’ll need an RMA (Return Merchandise Authorization) number, which you can obtain by contacting our customer service team via phone (1-877-853-5518), email (customer.service@brownmed.com) or by filling out the contact form here on our Contact Us page [https://www.brownmed.com/contact-us/]
Once you have the RMA number, please send the product to our warehouse located at 1300 Lundberg Drive West, Spirit Lake, IA 51360, ensuring that you include the RMA number on the package for identification purposes.
Refunds are typically processed within 5-7 business days after we receive the returned product at our shipping facility. The refund will be credited to your original form of payment.
If you’ve received your product and it’s not a proper fit, please reach out to our customer service for assistance. They will guide you through the process of finding the correct size and provide a sizing chart to ensure the best fit.
To initiate the exchange, you’ll need to return your initial order. Our customer service will issue you a Return Merchandise Authorization (RMA) number for identification purposes. Once you have the RMA number, please send the product to our warehouse at 1300 Lundberg Drive West, Spirit Lake, IA 51360, ensuring that you include the RMA number on the package.
Upon receipt of the returned item, our customer service team will ship out a replacement order with the correct size, along with an order number and tracking information.
Yes, we have a dedicated YouTube channel where you can find step-by-step instructions on how to properly use our products. Please visit our YouTube channel for info and instructions on how to use many of our products.
PROFESSIONAL CUSTOMER & DISTRIBUTORS
We’re thrilled to hear about your interest in partnering with us. To begin the process, please visit our distributor page at https://www.brownmed.com/distributor/ where you’ll find more details and an application form. Once you’ve completed the form, we’ll be in touch to discuss next steps!
For all orders for our resellers and distributors, please contact our customer service via email at customer.service@brownmed.com. They will work with you to place your order quickly and efficiently and apply any promotional pricing available.
Please inspect your order immediately upon receipt. Any discrepancies or claims of damaged goods must be reported within 10 days of receiving the product.
Returns are accepted within 10 days from the date of customer receipt. After 10 days, returns will incur a 20% restocking charge. No returns will be accepted after 60 days. Due to the sanitary standards of medical products, items that have been used or stored improperly may not be returned unless defective.
Prior to shipping the merchandise back to Brownmed, please contact us at (877) 853-5518 for a Returned Materials Authorization (RMA) number. This authorization number must be included on all accompanying paperwork.
All returns, except for defective merchandise or shipping errors by Brownmed, must be sent back to Brownmed with freight prepaid.
Credit will be issued upon receipt, inspection, and acceptance of the product at Brownmed. Damaged or non-restockable products will not be accepted.