Store Policies
Processing Time
As each splint is custom handcrafted to order processing time is largely dependent on order size, metal type, and splint complexity.
The nickel free stainless steel option is the fastest for me to process as it's something I'm able to keep large amounts of on hand at all times and doesn't require any extra steps in processing. Most smaller orders are out within a week, while larger and/or more complicated orders can take 2-3 weeks.
Titanium has extended processing time regardless of order size as it requires additional steps in production due to the properties of the metal, and will generally add 1-4 weeks to the standard processing time depending on the size of the order and complexity of the splints. Large sizes especially are more likely to take longer as it's a very difficult metal to work with, which is likely why no one else offers it, but I believe we all deserve access to good quality metal splints-including when struggling with MCAS or severe metal allergies.
Sterling silver, yellow gold filled, and rose gold materials have to be special ordered, especially for larger orders, and has an additional 2 weeks processing. Precious metal prices are tied to the global economy so tend to fluctuate, and have skyrocketed over the last year. Sterling silver has tripled in price just in the last 6 months while gold has gone up over $1,000, about 20%. Due to this I'm no longer able to keep as much on hand and materials will need to be ordered. I have added the option of CashApp pay at checkout if orders are needed faster. It generally takes a week for payments to clear in my account with credit/debit payments so that I'm able to order materials, whereas CashApp is instant so I'm able to order the same day.
Orders placed during sale events may have a longer processing time due to the high volume of orders and complexity of the splints (people frequently take advantage of the opportunity to order thumb splints with extra supports added and designer series splints, which are more time consuming), so please keep that in mind when ordering.
Designer series splints have a minimum 2-4 weeks processing time, with larger order around 6-8 weeks depending on size/complexity.
Please keep in mind that as I'm working my way back from serious medical issues my health is currently a delicate balance and there's potential for unexpected delays, which is out of my control. If an unexpected delay would be an issue please do not order.
Shipping
Domestic shipments: Transit time is generally 3-7 business days for First Class and Priority shipments. All shipments include insurance in case they are lost or damaged in transit. Transit times can also occasionally be affected by inclement weather or other issues, as well as take longer during the holiday season from the increased volume of packages and cards.
International Shipments: International orders are transported by USPS to a shipping partner Global Post, who handles the international leg of the journey with final delivery completed by the local postal service. The transit time is 5-10 days, however please keep in mind that the transit time is how long it takes to reach the destination country, final delivery may take a longer as the package will have to clear customs before it can be handed off to the local postal service for delivery. Usually customs clears packages quickly, however it can occasionally take a couple weeks.
Some countries charge a customs fee/import tax/VAT. This is not a shipping charge, it is an import tax imposed by the government of the destination country. All customs forms are labeled as medical orthotics, which exempts them from this tax in some countries and discounts them in others. As these charges vary for every country and often fluctuate I am not aware of how much they will be, it is the buyers responsibility to be aware of any applicable fees for their individual country.
***Please note that due to a glitch with the web host international tracking doesn't always upload properly and the tracking link goes to USPS instead of GlobalPost, causing it to not track. As I've been struggling with my health all of the energy I have to give is going into making splints I'm not always able to get online to manually fix them all. If this happens please enter your tracking number at the GlobalPost website to follow shipment progress.
Claims: All shipments include full insurance to protect against damage or loss and you will receive automated emails from both Zebra Splints and ShipStation when your order is prepared for shipment containing your tracking information.
Claims for domestic shipment must be filed within 60 days of the ship date while international orders have a 90 day cutoff time. Once notified I will file a search request with USPS and submit a claim and it they're unable to locate the shipment a replacement order will be sent out. Please keep an eye out for the automated email from ShipStation with the new tracking information for the replacement order.
I must be notified within the given cutoff times to be able to file a search request and claim with the shipping service. If I am not notified within the given timeframes the order will not be eligible for replacement or refund. In some special circumstances where I'm notified of loss or damage of outside of the cutoff time store credit may be issued for the cost of the order minus the cost of shipping.
Please keep in mind that I have no control over what happens to a shipment once I hand it over to USPS. All orders are fully insured and I get a physical receipt for every scan to ensure claims can be filed. I make every effort to get orders out in a timely manner and am happy to send a replacement for missing or damaged shipments, but I cannot fix a problem that I'm not aware of. The given cutoff times are from the shipping service themselves and are outside of my control. It is the buyer's responsibility to notify me of any issues with shipment/delivery within the specified cutoff times or the order will not be eligible for claims.
If you receive an order that's been damaged in transit please do not throw out packaging, USPS requires photographs of packaging and contents to file a claim for packages that have been damaged in transit.
Please ensure your address is correct before placing your order. Shipping labels are an automated process, created directly from the order information as it was entered. I do not manually enter any address information. To protect both buyer and seller and to prevent fraud, addresses cannot be changed after an order is placed. Any shipments returned to me for missing or incomplete address or in the case of international shipments where they were never picked up from customs will not be eligible for a refund, but I will of course be happy to send them back out for the cost of the postage.
Cancellations
I start processing most orders right away and therefore they cannot be changed or canceled, so please double check measurements to ensure accuracy and ask any questions before placing an order. Typically the initial shaping of the splints is done by the end of the same day the order is placed, and while larger orders may take longer to complete and ship small orders for simple splints often go out next day-sometimes even same day if the order is placed early enough-so there is generally not enough time after an order is placed to cancel before work on it has begun. You'll receive an email from Zebra Splints and from Shipstation when the shipping label for your order is created and is preparing for shipment. Please allow 24-48 hours for USPS to update tracking. Absolutely no refunds are available for silver, yellow gold filled, or rose gold filled splints as the materials ordered for them cannot be returned.
If an order has not been started and a cancellation is requested store credit may be issued.
Returns/Exchanges/Refunds
As all items are handcrafted there may be slight variations from the splints pictured (no two swirls come out exactly the same, no two roses are exactly alike).
Each splint is custom made to order based on the measurements, sizes, and materials chosen when the order is placed and therefore are not able to be resold, so I'm unable to accept returns or exchanges and do not provide refunds. All sales are final. Please be sure to ask any questions prior to ordering-if you're unsure of the splint type you need, what metal option would be best for your needs, if there are any concerns with sizing etc.-as I won't be able to make changes to splints after they've been made.
However to ensure everyone has properly fitting splints I also have the most generous resizing policy in the industry to cover instances when the splints received don't fit properly, only charging for the materials in cases where splints need to be remade and direct production/shipping costs, I don't charge for my time doing the work. Most splints are also adjustable within about a half size smaller or larger following these Adjustment Instructions. This allows the splints to be tweaked for a precision fit once received, as well as if needed to accommodate the swelling issues that so many of us have.
If there is too much of a size difference for minor adjustments to correct, or if it's a type of splint that can't be adjusted (mainly hand and thumb MCP splints) they may be sent back for low cost resizing within 30 days. Buyer must contact for approval prior to shipping a splint back for resizing. While I don't charge for the work within the first 30 days, if the splint(s) need to be remade entirely (this typically only applies when splints need to be sized larger and for hand or thumb MCP splints) fees for resizing will vary depending on the splint type and metal type to cover the cost of materials, and shipping costs to send the splint(s) back to you. An invoice will be sent via email for the shipping cost and materials cost (if applicable) when the resize is completed and ready to ship. Pease keep in mind that since I sell my splints at cost to keep them affordable the bulk of the price is the cost of materials, so while it's fairly inexpensive for stainless steel and titanium, splints made from sterling silver and gold filled options may come close to the full price.
If you find that you need additional supports after receiving your splint a new splint with the supports will need to be ordered as they can't be added on after the splint has been made.
An Important Note on Sizing
Different splint companies use different sizing methods and in some cases even have their own proprietary sizing, so please use the tools and instructions available on my sizing page to ensure accuracy and prevent the need for resizing. Orders placed using sizing for another company will not be eligible for the free/low cost resizing policy due to the increased likelihood of inaccurate sizing. Historically most of the resizes on large orders have been the result of a therapist measuring incorrectly because they are following instructions they learned for a different company rather than the instructions on my site, which are designed for clarity and ease of use for people who are measuring and ordering for themselves. Over the last 10 years it's been fairly uncommon for customers who self measure to need resizing.
If you're using sizing provided by a therapist it's always recommended to double check the sizing before placing an order, and always check to make whether or not sizing information for a different company was used and put a note in the order letting me know if it was. If an order is placed using sizing for a different company and there's no note stating such I won't know to convert the sizing and the splints you receive will not fit.
The company therapists most frequently measure for is The Silver Ring Splint Company, which uses a proprietary sizing system that does not work with any other splint company. Due to how their splints are made they fit much differently and require two sizes-one for the top ring and one for the bottom ring. This does not translate well to other splint types and frequently causes issues with fit. Unless there is a very strong taper to the fingers as shown in the pictures on the sizing page, two sizes should not be used for my splints-they should be measured directly around the joint. Never measure around the phalanx, the splint will come out too small if you do.
And Lastly a Note on Processing Time
Please remember that despite all efforts made to keep everything moving quickly so everyone is able to get affordable high quality splints that I am still just one disabled woman working out of my home and fighting to recover from serious illness that my doctors dismissed for so long it became life threatening.
Moat the time I'm able to work at a good pace and keep orders going out with only a few days processing time, but my health is also a delicate balance and there's always potential that there may be delays due to health issues. I've had difficulties getting my medication a few times which meant weeks of not being able to even lift my head off my pillow, any kind of mild illness can cause weeks of dysfunction that leaves me useless. The specific thyroid issue I'm working to heal from isn't something that doctors understand and there isn't one in my entire state that could treat me, it had already been brushed off by a dozen doctors over the last decade. I'm on my own treating this and it's quite the learning process. When levels are good and I'm functioning the way I need to be I feel better than I have since childhood, before I was ever sick..but when levels are bad or there's something else causing it to flare it's catastrophic, it's going from normal and healthy to being hit with every single symptom at once. A lot of it has to do with the weather, the cold of winter makes it 10x worse than it should be, and is what's keeping me in such a delicate balance for now, so while the next month or two may be tough I'm looking forward to warmer weather and better health.
But for the time being please remember that currently I can't guarantee processing times, and if an unexpected delay would be an issue do not order. I'm doing the best I can in a very difficult situation and right now my health, and therefore ability to work or maintain consistency, just aren't under my control.
But I know that healthy is in there now, and I'm not going to stop fighting until I've finally got my life back.
I run this as a not-for-profit business-the money made from splint sales goes right back into the business, allowing me to make large bulk material purchases to get the big discounts I pass on to you, so I can continue to offer beautiful and durable splints that will last a lifetime at affordable prices. I donate a lot of my time to keep everything running, only paying myself enough to cover basic living expenses. I've never been one to dream of extravagance, all I ever wanted is a quiet peaceful life where I don't have to worry about how I'm going to pay bills or bring a calculator with me when I go grocery shopping. It'll always be more important to me to be able to put some good into the world with this little life I have than to live it up with expensive dinners and fancy cars. I live in a modest rental where I can walk to everything I need eliminating the need for a car, I don't wear designer clothes or fancy jewelry (unless I made it myself). I get far more satisfaction out of life being able to help others like me continue to pursue their dreams and careers so they feel fulfilled too. This condition robs us of so much, and supporting each other is how we make it through ❤