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FAQs

When will my order be processed?
The In-Stock items available on the DJO eStore are warehoused in Minneapolis, MN and when not on backorder will ship within 48 business hours.

All custom order products are embroidered to meet your needs and are shipped directly from the manufacturer. Please allow 2 - 3 weeks for customization and order shipment.

Rush orders can be accommodated in most cases. Please contact the Customer Service Department at 888-502-1575 for additional information.

Items are shipped UPS Ground, unless otherwise noted. We do not ship or deliver on holidays and weekends, unless special arrangements are made. You will receive an email confirmation once your order is processed. In the event an item is on backorder, you will be contacted by our customer service team.
How do I find my order history?
Click on the order history tab located on the left hand side of the web page to view your order history. If you have not already logged into a customer account, you will be prompted to log in or register.
What on-line payment options are available?
Online purchases may be made using any of the following credit or debit cards: Visa, American Express or MasterCard. All credit card transactions are processed via a secure payment gateway. All purchases on this site will appear as “E Group” on your credit card statement.
What is your return policy?
Returns are accepted only when the item is incorrectly shipped or damaged. If you qualify for a refund, please contact the Customer Service Department at 888-502-1575 and they will assist you in the refund and product replacement process.

How do I buy items from the DJO eStore?
Go shopping by clicking on a category on the left side of any page on this store. Click on the product you wish to add to your cart. Select any options for the product (eg. color or size), enter the quantity in the "Qty:" textbox and click the "Add To Cart" button.

The items in your shopping cart will be displayed on the left side of every page. After you've placed an item in your cart, a button will appear that says, "CHECK OUT". Click this button and follow instructions to complete your order. You will receive an order confirmation after you have finished.

Can I ship to multiple locations?
If you wish to ship to more than one location, you will need to place an order for each individual shipping address. It is not possible to input more than one shipping address per order.
What is your privacy policy?
Protecting your privacy is important to the DJO eStore. It is always your choice whether to provide personal information through the internet. Any personal information you provide will be treated with care, and subject to this policy, will not be used or disclosed in ways to which you have not consented.
What if I would like to order an item that is not available on the eStore?
Additional items are always available to order. Please contact the Customer Service Department at the 888-502-1575 for additional information and we will work to meet all of your product needs.
How are your shipping charges calculated?
A shipping and handling charge of $4.50 is added to all orders. If an order consists of both in-stock and custom merchandise, then an additional $4.50 will be added.
How do I change or cancel an order?
Call the Customer Service Department at 888-502-1575 or e-mail us through the Customer Service section on the website. If you call and leave a message or respond via e-mail, please reference your order number, your name and the best method to contact you.

Note: Once your order has reached a certain point in our processing procedure we may not be able to change or cancel your order. Please notify Customer Service As Soon As Possible for changes or cancellations.
How do I redeem the coupon code or electronic gift certificate I received?
Place the items you wish to purchase in your shopping cart. When you are finished shopping, click the "View Cart" button on the bottom, left side of the page. Then enter your code in the box marked "Coupons and Gift Certificates" that appears on this page, and click "Add To Cart." Your coupon or gift certificate will show up as a line item in your shopping cart. You can then click "Proceed to Checkout" to complete your order.
Can I purchase gift certificates for the DJO Merchandise Store?
To purchase an electronic gift code click on the “Gift Cards” tab located on the left hand side of the page. This will take you to the “Purchase an Electronic Gift Card Page” once here you will be prompted to enter the recipients name, email address, gift code dollar value and a personalized message, once complete click the red “Add to Cart” button.
You may continue shopping or proceed to check-out, the gift card will show up as a line item in your shopping cart. Once your order is complete an email will be sent to the recipient with instructions on how to redeem the code, the personalized message that was included and the gift code value.
Can I place an international order?
International orders may be accommodated in most cases please contact the Customer Service Department at 888-502-1575 or click on the Customer Service tab on the eStore and fill out the service request form.
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