When will I be charged?

It depends on the type of your payment method.

Credit Card

If you used a credit card to order, you will be charged as follows:

  • You’ll be charged when the order leaves the warehouse. When you place the order we authorise the amount, then after the order leaves the warehouse we capture the amount.
PayPal

If you used PayPal, you’ll be charged when the order leaves the warehouse. When you place the order we authorise the amount, then after the order leaves the warehouse we capture the amount.

Where can I find my order number?

A few minutes after we receive your order, we’ll send you a confirmation email that includes your order number. If you can’t find your confirmation email, check your spam folder. If you are using Gmail, check the promotions folder. If you recently made your purchase, be aware that it may take up to five minutes to process your order before you get your confirmation email.

If there’s a spelling mistake in the email address you submitted, we will not be able to send you an email. But don’t worry, your order will still be processed as normal.

If you have registered an account with us, you can check in My Account > Order history

How can I check my order status if I haven’t received a confirmation email?

If you have registered an account with us, you can check in My Account > Order history. If you placed your order as guest - please contact us.

How can I be sure to never miss another confirmation email?

Before completing your order, please make sure that you have entered the correct information. Better still, create an account to securely save your details for future purchases. You’ll also be able to check your recent orders under 'My Account' when you log in.

Can I get a VAT invoice?

It is not possible to get a VAT invoice. However, the VAT amount and rate of your purchase is stated on your invoice.

If you need your invoice, please contact us.

Which payment methods do you accept?

We accept the following payment methods in the online shop: Credit Cards, PayPal, Apple Pay and Google Pay.

  • Visa
  • MasterCard
  • PayPal
  • Apple Pay
  • Google Pay

Can my delivery and billing address be different?

Yes, your delivery address can be different from your billing address as long as both addresses are in the same country.

All you need to do is untick the box that says 'My billing information is the same as my delivery information’ and then you can enter in your correct billing details.

Why is my online order cancelled?

Sometimes we have to cancel orders. This can be due to a number of reasons, including:

  • Stock availability. It is most likely that your size ran out of stock before we could process your order.
  • Payment issues. Your payment did not go through or we were not able to verify your payment details.
  • Delivery address issues. You may have accidentally entered an incorrect or incomplete delivery address which we couldn’t process.
  • If you have requested delivery outside of Canada.
  • If product(s) shown on the website contain a (manifest) error such as being incorrectly priced or otherwise incorrectly described.

You are not charged for cancelled products. If your order, or part of it, is cancelled, you will be refunded for the cancelled products.

Will I receive a copy of my invoice?

We will not automatically send you an invoice. If you need it, please use the contact form to request it. We will email you a PDF copy of your invoice.

What emails will I receive regarding my order?

Typically, you’ll receive the following emails in regards to your order:

  • Order confirmation email to acknowledge we have successfully received your order
  • Shipping email containing your tracking number

How do I know if my order is processed?

You will receive an order confirmation email when your order has been placed successfully. Once you receive the shipment email your order has been processed successfully.

You can check the status of your order in the "My Account" section. This will tell you at which stage of the delivery process your order is.

Why can't I find my order in my order history?

It may be that you placed your order using the guest checkout option. In this case, the order is not associated with a registered account. If that is not the case, please contact us.

Do I need to create an account to buy from your online shop?

You don't need to have an account to place an order. However, having an account can save you time during checkout as it securely saves your address for future purchases. It’s not necessary though if you just want to place an order.

How long after receiving my confirmation email will I be able to track my order?

After you receive your shipment confirmation email, it can take up to 24 hours before you will be able to track the package online. This is because your carrier needs to scan your package before you can track it. It can take slightly longer if there’s a weekend in between.

How long will it take to receive my brace or support?

All orders are shipped Fedex. You can choose:

  • Fedex Ground (5-7 business days)
  • FedEx Priority overnight

Do you have a warranty?

Yes. We want you to be 100% satisfied with your Bauerfeind products. Our braces and supports come with a six month warranty. We guarantee that Bauerfeind products will be free from manufacturing defects. We will either replace the product or issue you a refund. (Normal wear and tear during the usage of the product is not considered a defect.)


How you return your product?

WHAT’S YOUR RETURN POLICY?

We want you to be completely satisfied with your purchase. You can try on the product, walk around your home with it, but please do not use it for physical activities or sweat in it prior to returning it.

To return a brace, a return authorization (RA) must be issued from Bauerfeind Canada headquarters within 30 days of purchase. Any return without a return authorization number on the outside of the shipping package will be refused. Returns must be in excellent, like-new condition in the original packaging. Credits for returns are issued only to the original purchaser. Bauerfeind is not responsible for returned packages lost by any delivery service.


What happens to my voucher if I return my online order, or part of it, or if my order is cancelled?

It depends which type of voucher you used.

If you used a voucher that gave you a percentage discount (e.g. 10% off), the voucher can be replaced if you return the order, or part of it. It can also be replaced if your order got cancelled, or if you cancelled the order yourself.

If you used a voucher that gave you a monetary discount (e.g. $10) the voucher can be replaced if you return the full order, if your order got cancelled, or if you cancelled the order yourself. If you return part of the order, you will receive a refund for the amount applied to that part of the order. The invoice gives you a comprehensive breakdown of the split of discount across products.

Unfortunately it is not possible to reactivate redeemed vouchers. Please contact us by phone 1-866-237-7678 or contact form to request a replacement voucher. If you plan to make a return, please do so prior to requesting your replacement voucher.

How do I use my voucher?

With a voucher, you're able to get a discount when you purchase products through our online store. Here's how to claim your discount:

  1. Pick a product (one that's applicable for a voucher discount) from our online store.
  2. Go to your shopping cart by clicking the 'Check out' button at the top of the screen.
  3. Click ‘Enter promo code’ in your cart
  4. A voucher field will appear. Type your voucher code into the field and hit ‘Apply'.

Keep in mind the voucher:

  • Is only valid for a limited time.
  • May not be applicable to all products.
  • Cannot be applied after you've placed an order.
  • Cannot be combined with other promotions, offers or discounts. If more than one promotion or discount offer applies to your order, we'll use the one with the greatest discount.

You can find the Terms and Conditions related to voucher usage stated on the bottom of your email, or on the voucher.