Store Policies
***Please note that I am currently working at a reduced capacity as I'm recovering from going without critical thyroid medication for nearly 3 months due to shipping restrictions caused by the end of de minimus exemptions. Going so long without the meds I needed resulted in a severe Hashimoto's flare when the cold weather hit, I was able to restart meds a few weeks ago but it'll likely still be a few more before I'm back at full speed. I don't know yet how the effects of the cold are going to impact metabolic function so it's going to take some tweaking to find the right dose to compensate for it.
While the pain and fatigue are incapacitating on their own by far the worst of this experience has been discovering that hypothyroidism can cause full blown clinical burnout. Since the end of August I've struggled with skill regression so severe I couldn't figure out how to make the swan necks I've made dozens of every day for the last decade. The brain fog, memory loss, and cognitive/executive function issues have been debilitating, and my ability to communicate or interact with others vanished. While it's had its challenges I'm one of the ones that's always seen the autism as a gift, this is the first time I've ever experienced it being disabiling and it's been very challenging. I'm thankful that it's starting to let up so I can work efficiently again. and very very much looking forward to having function back. While it's still too early to say for sure as I need to get a course of steroids in, as long as nothing else goes wrong I should be able to have everything straightened out and back on track for the new year so I can get back to normal processing and shipping schedules.
Processing Time
As each splint is custom handcrafted to order processing time is largely dependent on order size, metal type, and splint complexity. Most smaller orders are out in a week, while larger and/or more complicated orders can take 2-3 months. It is also important to keep in mind that 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 around 1-2 weeks to the standard processing time. 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.
Orders placed during sale events often 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.
***While generally smaller orders are out fairly quickly I'm also working through unpredictable and often incapacitating health issues and there are a number of factors affecting supply chain and shipping, due to this for the time being I'm not able to guarantee processing/shipping times. I unfortunately have no way to know what or how much I'll be able to do from day to day. To be on the safe side please allow at least 2-3 weeks even for smaller orders and large orders, especially in titanium, could take a couple months. While most orders aren't likely to take this long I'd rather be on the safe side as the delays are due to circumstances outside of my control. I'm doing my best to keep everything running smoothly through a collapsing economy, unreliable supply chain, and random wildly fluctuating tariffs. If an unexpected delay would be an issue for you, please do not order.
I do my best to provide updates on any delays and current processing times on the site when/as they occur.
Shipping
Domestic shipments: Transit time is generally 3-5 business days for First Class and Priority shipments, and 1-3 business days for Priority Express. 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.
***Due to recent issues with USPS I've been receiving packages back because the labels aren't recognized in the system. Additionally starting about this time last year issues started popping up with USPS employees scanning packages as delivered when they weren't so they wouldn't be flagged as late, which was an absolute nightmare this summer and resulted in many missing shipments and considerable losses. It's also has a major impact on processing time as I'd been having to go back and remake a large percentage of order. While the Inspector General's office has put a stop to it, with the increased volume of packages being shipped during the holiday season there's a higher risk of it happening again. So for the next couple months all packages will be shipped with signature confirmation to ensure when they're delivered they're actually delivered. I sincerely apologize for any inconvenience caused by the temporary measure.
International Shipments: International orders are transported by USPS to a shipping partner Global Post, who handles the international leg of the journey. USPS delivers shipments to their processing facilities where they're sorted and sent to the appropriate destination countries, and once they clear customs in the destination country are handed off to the local postal service for final delivery. They typically move a little faster than USPS and include $100 insurance with their standard shipping service, which is something you have to upgrade to a Priority option for with USPS. Transit time is generally 1-2 weeks, though some locations and more outlying areas can take up to 6. Generally international orders will have arrived by the 4th week, even to remote locations. USPS Priority has a 6-10 day delivery time and Priority Express has a 3-5 day transit time, however it's important to 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: For domestic shipments a claim can be filed starting two weeks from the ship date for First Class and Priority shipments and 1 week for Priority Express, and claims must be filed within 60 days of the ship date. For international shipments a claim can be filed starting 30 days from the ship date with a cutoff of 90 days, while Priority/Priority Express can be filed after 2 weeks but not later than 60 days.
If you receive your 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.
As long as I receive notice prior to the cutoff time so that I'm able to file a claim, a replacement order will be started as soon as I receive confirmation that they are unable to locate the shipment. You'll receive an automated email from Shipstation with your new tracking information once a replacement order is completed and ships out.
For orders that have been marked delivered but were not received contact your local post office who handled the delivery as the USPS customer care center isn't able to help with delivery issues. The delivering post office is supposed to keep a record with a picture of the delivery and they can check with the driver who delivered the order.
Please ensure your address is correct before placing your order. Shipping labels are an automated process, created directly from the order. I do not manually enter any address or shipping 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.
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 can add up quick when multiple/large splints need to be remade.
If you find that you need additional supports after receiving your splint a new splint with the supports will need to me 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 About Processing Times...
Please keep in mind that while I make every effort to get orders out as quickly as possible I'm just one person, who is struggling through serious health issues. For the time being I'm working solo due to my inability to keep consistent days/hours, so it's just me handling every aspect of the business. I'm doing my best and giving it everything I have, but for now as I work towards getting my health stabilized it's likely that there will be delays and difficulty keeping up on messaging (especially with the glitches the web host has failed to resolve since they first started over a year ago), as well as occasional delays getting orders dropped off at the post office. I'm too rural for mail service, so orders have to be physically taken to the post office and sometimes leaving the house just isn't possible for me. For the last few months without my thyroid meds has left me unable to drive safely due to the blurred vision, cognitive impairment, and fatigue. Once things are settled again I'll be able to hire help and have plans ready to move the site to a platform that will better suit my needs, but in the meantime I have to work with what I have.
It's also important to keep in mind that I'm dealing with the effects of the recent tariffs which have caused supply chain disruptions, shipping delays, and has left me without critical medications. While the materials I use are all purchased from mills in the states, ultimately the ore they use has to be imported and the random tariffs and shipping restrictions have affected these imports. There's only one mill that carries the quality titanium I need and the nickel free stainless steel is only available from two, so even small hiccups in imports can cause significant delays. Back in '23 I went 8 months without the light gauge stainless steel, which I'd ordered well in advance of when I would need it, and there wasn't any kind of serious issues then.
Sadly USPS has become increasingly problematic over the last year as well. There have been delays and issues with tracking since late summer last year as we headed into election season, but the changes implemented this year have created additional delays and problems with labels. USPS is still the best shipping option, they're faster and more reliable in addition to being much less costly, but it's not running as smoothly and has led to an increase of replacement orders, also causing delays as I have to go back and remake them. There were nationwide audits done this year that found hundreds of thousands of packages "lost" in processing centers and it's become a common issue for packages to sit in these centers for weeks at a time. At the same time USPS has significantly shortened their time for recycling tracking numbers, what should be 4 months is now down to one month and I've seen happen as early as 2 weeks. While under normal circumstances it wouldn't be an issue, for shipments that get hung up in transit/stuck in a processing facility it can mean when they finally do get moving the end up delivered to the wrong address. It's been an incredibly frustrating process for everyone involved but I'm doing everything I can to get orders replaced as issues arise. This time last year claims on "delivered but not received" orders started going up, by summer it was worse than during COVID. Postal supervisors were falsifying delivery scans when they ran out of time to deliver that day so the shipments aren't flagged as late. According to audits done recently 20%-30% of shipments were but weren't, most of them were delivered within the next 2-3 days but some weren't.
This year is one of the hardest I've been through. I started it off hospitalized with my body shutting down and on the verge of cardiac arrest, and while I finally got the answers I needed and knew how to fix it I could never have imagined how difficult the road back to health would be. This is the exact issue I'd made them run labs for me back in 2015, and I've been dismissed over and over by doctor after doctor. Thirteen years of my organs slowly failing and ever worsening neurological issues, ten of them spent being gaslit by doctors. It's been a struggle getting medication right, and twice now I've gone long stretches without it which left be unable to sit up in bed, but now at least I know beyond any doubt that *everything* that's wrong with me is treatable. I don't have to spend the rest of my life trapped indoors, there's still a happy healthy energetic person in here and I'm not going to stop until I figure it out. I'm doing my best to pay attention to what my body's saying, which means not working the 100+ hour weeks that got me into the mess in the first place. It would've inevitably happened somewhere down the road, but I really sped up the process pushing myself too hard for so long.
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 and drive a used 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 ❤