Customer Service


Hours Available: Monday - Friday 7:00 am PST - 5:00 pm PST
Address: 2900 Lake Vista Drive, Dallas, TX 75067


How to Place an Order

Every product listed on our website has an "Add to Cart" button located on the product detail page. Click the button to have it added to your shopping cart and proceed directly to a list of all items in your shopping cart. You can choose to continue shopping, update the quantity of product you wish to order, or proceed to the checkout page where you can provide billing/shipping information and complete your purchase.

All taxes and shipping charges will be provided during checkout prior to purchase.

Backordered Items strives to maintain high inventory levels to satisfy all customer orders. All orders will be shipped complete. Sometimes, however, demand can exceed supply, and a product will be listed as "Backordered." If you are notified that one of your items is on back order you may email or call Customer Service to separate your order into 2 orders so we can ship the items we have in stock at once and then ship the other item when it comes in. You will not have to pay shipping for the second shipment.

Discounts and Promotions will periodically offer special discounts and promotions to our loyal customers. To take advantage of these promotions simply enter the Coupon Code that accompanies the offer into your shopping cart or during checkout prior to payment. Some discounts will be shown immediately from your shopping cart and throughout the website and special discounts such as shipping promotions will be calculated during checkout prior to payment.

Payment Methods accepts Visa, MasterCard, American Express and Discover.

You can order items via the following methods:
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We do not accept checks or cash when receiving orders placed by phone or on our Web site.

Secure Transactions is a VeriSign Secured site. All information sent to us is sent over a secure server where personal data is encrypted, protecting against disclosure to third parties. takes online security very seriously. Our Web site uses Secure Sockets Layer (SSL) encryption to transmit your credit card information from a secure Web page to a secure application on our server.

Credit card numbers are securely encrypted and stored on our secure database servers until the order has been processed in our main data environment.

Do you charge sales or use tax on online purchases?

Yes. is required by law to charge all applicable sales taxes for online orders where it is has physical and/or economic nexus. Generally, the tax rate is based on type of product purchased and where your purchase is shipped or delivered to. Please note that the order totals during your checkout reflect estimated sales tax. The actual charge to your credit card will include the applicable state and local sales taxes and will be calculated when the order is shipped. If the amount of the estimated sales tax at the time your order was placed is different from the actual applicable state and local sales tax at the time of shipment, then your order total will be adjusted by such difference. Shipping charges may also be subject to tax in certain states.

I am tax exempt, but I was charged tax on my order. What do I do?

At present we cannot process tax-exempt orders online. Please contact customer service to request your sales tax refund if you are tax-exempt at the following:

US: 1-844-331-7767
Hours Available: M-F 7am - 5pm PST


You have 30 days from date of purchase to phone, fax, or email to request a refund for sales or use tax. The refund request must contain your order / confirmation number and readable copy of your tax exemption. Once your order is fulfilled and your exemption has been validated by our tax department, a credit for the applicable tax amount will be applied to the form of payment used to make the purchase. If you used a credit card, please allow up to three billing cycles for the credit to appear on your statement.

Are there payment method restrictions for tax-exempt purchases?

Many states require some organizations to use organizational funds for tax-exempt purchases. This means the credit card used must be issued by the tax-exempt organization to receive a tax refund to credit card. A personal credit card of an employee working for a tax-exempt organization cannot be used. For Government employees who qualify and have been issued a Centrally billed GSA SmartPay government-issued credit card, the purchaser would need to do the following:

  • At Checkout, enter your centrally billed GSA SmartPay credit card as you would for any other credit card.
  • Follow the process in FAQ about "I am tax exempt, but I was charged tax on my order. What do I do?"
  • In addition, our tax department will need to verify the credit card prefixes issued by Citibank or U.S. Bank.
    • Visa: 4614, 4716
    • MC: 5565 and 5568

Order Status & History


You can check on your order status by entering your order number, email address, and billing zip code below or by logging into your account. Your order number was sent to the email address you used to place the order. Order statuses and shipments are typically updated within 24 hours.

Security & Privacy does not and will not disclose any personal information such as name, street address, email address, and purchase history to any third parties. We take personal privacy very seriously. Our website is also a GeoTrust Secured site meaning our orders are processed online using industry standard SSL encryption provided by the most trusted name in online security.

Cookies & How We Use Them

Cookies are small pieces of information stored on personal computers for tracking purposes. uses these cookies to track promotions/marketing campaigns as well as a unique ID used to track your visits to our site. Cookies can remain on a single computer, but are NEVER used to store sensitive customer information such as passwords, addresses, e-mail address, phone numbers, credit card information, etc.

Receive a Copy of Your Order

If you did not print order details upon placing your order, you can call our Customer Care Center at 1-844-331-7767 to receive a copy by e-mail. E-mail confirmations containing your entire order are emailed to the email address you provided at checkout. You can also view the status and information of your order by using the "My Account" link on the top of this page to access complete order history.

Shipping & Delivery

Orders will be dispatched within 2-3 business days for in-stock merchandise purchased before noon pacific time Monday to Friday. Orders made on Saturday, Sunday will be dispatched the following 2-3 business days. If a product is out of stock customer will be contacted with an updated ETA, an alternate item, or offer of a refund. Shipping charges are are calculated based on the weight of the products you are purchasing and your delivery address. You can view the shipping costs for the products you want to purchase by adding them to your cart and proceeding to the checkout page.

We can ship orders to APO/FPO addresses, but overnight shipping is not a guarantee for PO BOX or APO addresses.

FREE GROUND SHIPPING in the 48 contiguous states. Limited Time Offer

Shipping Outside Continental U.S.Orders being shipped to Guam and Virgin Islands will be shipped U.S. Priority Mail and FedEx. There is no expedited option for Guam or Virgin Islands at this time.

Shipping Within the U.S. delivers to the United States, including Alaska and Hawaii, as well as to Puerto Rico, Guam, the U.S. Virgin Islands and APO/FPO addresses (for military personnel). Orders being shipped to Alaska, Hawaii and U.S. Territories will be shipped U.S. Priority Mail and require an additional $6.00 over our regular shipping and handling charges.

Free Shipping Offers

* Free shipping offers do not apply to large or heavy items * special offers may not be combined with any other offer or previously placed orders * Shipping offers apply to Standard Shipping Only. Contiguous U.S. only * Oversized and expedited shipping still applies * One household only * Other restrictions may apply

Returns & Replacements

Our no-risk, unconditional 30-Day Money Back Guarantee allows you ample time to see whether the product is doing the job you expect and deserve. If, after trying the product within this time frame, you are not completely satisfied, you may return the product for a refund of the purchase price (minus shipping & handling). Please note:

  • We do not charge restocking fees
  • It is the customer's responsibility to pay for return shipping
  • You have 30 days from the date of delivery to return an item
  • Custom Braces (DonJoy Defiance; DonJoy A22) are not eligible for 30-Day Money Back Guarantee
  • Multiple RA numbers will be required for items returning that were placed on multiple orders; however, they can be shipped back to us in 1 box listing the multiple RA numbers on the outside of the box
  • It can take up to 2 weeks to process your refund from the time your return arrives at our warehouse


Enter your order information below to retrieve your order status. Once you submit your information, scroll to the bottom and click on "Start Your Return". Your order # begins with 1100.

Moneyback Guarantee

Quite simply, we want your purchase to work for you. Our no-risk, unconditional 30-Day Money Back Guarantee allows you ample time to see if your investment in your health is doing the job you expect and deserve. If, after trying the product, you are not completely satisfied, you may exchange the item or return the product for a refund of the full purchase price (minus shipping & handling) within 30 days of the purchase. Be advised the return must be received in our warehouse prior to the end of the 30 days for your refund to be processed.


DonJoy Performance, DonJoy Advantage, and DonJoy products have a limited warranty from the date of purchase (6 months) against defects in materials and workmanship. Our custom-made DonJoy Defiance and DonJoy A22 brace comes with a limited lifetime warranty. Defiance/A22 limited lifetime warranty covers only the latest brace revision. Normal wear and tear during the usage of a product is not considered a defect.

Privacy & Security

What information do you collect?

The information that you give us and information about your order may be combined with other personally identifiable information (such as demographic information and past purchase history) available from our records and other sources. This information will be used to make our future marketing efforts more efficient. This information may also be shared with other marketers to bring you offers of interest. If you prefer that we do not share your name and address with other marketers, please email us at

Where do you collect the information?

There are two areas on our site where we collect the personal information:

  • the Check Out page
  • Email Promotion List.

What do you do with the information?

Once we have collected the above information, it is used to process orders, to communicate with you about your order, and to provide future notification to you of special offers or promotions. We also use it to improve our website. We may provide statistical information about buying patterns and traffic patterns to others, but this data does not include any personal information.

How and why do you use "Cookies"?

"Cookies" are a type of information that is stored on your hard drive via your web browser. The "cookies" that uses do not contain any personal data such as credit card information, passwords, or even your name or address. Cookies simply help us to identify your session on the site. They also help us maintain specific visit information about you without forcing you to register or to give personal information.

However, you should have the option of disabling "cookies" through your browser. This is a function of your computer, so the manner in which to turn the "cookies" off is quite individual and thus, cannot be addressed here. Please realize, if you choose to disable the "cookies" we will not be able to personalize your experience with us at nor can we guarantee a complete login, registration or shopping experience.

Receiving Email Promotions and Information From

We periodically send emails to our customers to help keep you informed of new products, features and/or special promotions. In every email that we distribute, we include instructions on how to remove your email address from the distribution list.

Secure Credit Card Transaction Processing

Our web site uses Secure Sockets Layer (SSL) encryption to transmit your credit card information from a secure web page to a secure application on our server. Once on our server, your credit card number is saved only long enough for us to process and approve the transaction. During the final stages of ordering online, you will see an unbroken key or locked padlock at the bottom of your browser window and https:// in the location window at the top of your browser. Both of these indicate that the page you are on is secured using SSL encryption to communicate with our secure web server. Because SSL encryption slows down a web site, it is only used in the final stage of ordering, before and after you enter your credit card information. You will not see these security indicators until you begin the checkout process and indicate that you prefer to order online with a credit card.

Acceptance of Privacy Policy

By using our web site, you consent to the collection and use of this information by If we decide to change our privacy policy, we will post those changes on this page so that you are always aware of our policies.