Policies
Processing Times
*****11-11-2024*****
After a VERY long several months working around the clock to catch up from unexpectedly being left without help after developing bilateral trigger thumb this spring, I'm thrilled to say we've finally reached the point where most orders are going out within normal timeframes again. We're still working through the last of the delayed orders-many of which are just waiting on titanium to come in-as well as resizes and replacements, but expect to have the rest finished off and shipped by the end of the month.
I sincerely apologize for the delays and frustration as I navigated this very difficult situation!
Processing time is typically 1-5 business days for most orders. Please keep in mind that since everything is handmade order processing time is also dependent on order size as well as the materials used. While small orders for just a splint or two typically go out next day, very large and/or complicated orders can take longer and may have a 2-4 week processing time. 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 and will generally add about 2 weeks to the standard processing time.
Orders placed during sale events often have a longer processing time due to order volume.
I do my best to provide updates on any delays and current processing times on the site when/as they occur.
Shipping
Orders are shipped Monday, Wednesday, and Friday via USPS. Transit time is generally 3-5 business days for First Class and Priority and 1-3 business days for Priority Express and include insurance in case they are lost or damaged in transit. Please allow 24-48 hours for tracking to update through USPS.
Any search requests or claims must be filed with USPS within 60 days. After 60 days USPS will not be able to process a claim on the insurance and any items lost or damaged in transit will not be able to be replaced. In some special circumstances store credit may be issued, this credit cannot be used towards the purchase of items on sale.
International orders are transported by USPS shipping partner Global Post, who handles the international leg of the journey and transfers the package to the destination country's postal service for final delivery. They tend to move a little faster than USPS, but more importantly they automatically include $100 insurance with the option of additional insurance with standard shipping service. Transit time is generally 1-2 weeks, but some locations and more outlying areas can take up to 6. International orders typically will have arrived by the 4th week, even to remote locations. Please keep in mind that these timeframes can be a bit longer and are also affected by how long customs in the destination country takes to process the shipment. All standard and and Priority shipments have $100 insurance added automatically while Priority Express has $200 insurance automatically included. While USPS has a 3-5 day transit time for the Priority Express option it's important to keep in mind that the transit time is to reach the destination country, it's possible that it will take longer to be delivered based on how long customs in the destination country takes to process the shipment and transfer to local postal service, as well as if they need to wait for duties to be paid.
Some countries charge a customs fee/import tax. This charge is not a shipping charge, it is a tax imposed by the government of the destination country. 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 ensure your address is correct before placing your order. 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 to you for the cost of the reshipment.
Returns/Exchanges/Refunds
f you receive your order and there is something wrong, please let me know within a week of delivery. Please keep in mind that as all splints are handmade so there may be slight variations from pictured (no two swirls come out exactly the same, no two hammered finishes are exactly alike).
***ALL SALES ARE FINAL***
Because all items are custom made to order, I cannot accept returns or exchanges.
However if you receive your splints and they do not fit they may be sent back for low cost resizing as long as they are received back within 30 days. Buyer must contact for approval prior to shipping a splint back for resizing. While we do not charge for the work resizing splints within the first 30 days, if the splint(s) need to be remade entirely (this typically only applies to splints that need to be sized larger, hand MCP splints, and some types of thumb 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.
Different companies use different sizing methods and in some cases even have their own proprietary sizes, 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 the majority of resizes on large orders have been the result of a therapist measuring incorrectly, it's been very uncommon for someone who measured themselves to need resizing done.
Cancellations
Orders are immediately sent for processing when they are placed and therefore cannot be changed or canceled, so please double check measurements to ensure they are accurate and ask any questions prior to placing an order. While larger orders take a bit longer, small orders that are just one or two 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 will receive an email from Zebra Splints when the order has been shipped. Please allow 24-48 hours for USPS to update tracking.
Please keep in mind that while I make every effort to get orders out as quickly as possible I'm only one (very disabled) person. EDS is a difficult and often unpredictable condition to live with and there is always the potential for an acute injury or severe flare that prevents me from being able to work efficiently (or sometimes at all).
This is not a for-profit business, the money made from splint sales is used to purchase materials and cover overhead costs. I charge just enough to be able to continue making them and the whole operation is kept running because I donate my time to fabricate the splints. What you are paying for is the cost of materials and overhead, I only pay myself wages enough to cover necessary living expenses. There isn't anything extra left over to use for hiring help on a temporary/emergency basis or paying double for materials from a retail store if something unexpected pops up.
There are also occasional times where materials are backordered or delayed and while I try to keep everything stocked and order early to avoid delays there have been a few occasions where it's taken months longer than the lead time I was given-last year I ordered stainless steel 6 months early because I was given a 4 month lead time but it ended up taking over 8 months for it to be sent out, making it necessary to remove the option from the site entirely for months and delaying numerous orders.
Despite my best efforts to keep ahead of everything there are situations beyond my control that pop up so there is always the potential that processing time could be unexpectedly delayed. If this is something that would be an issue, DO NOT order.
Should you receive your order and have an issue with it, please contact me immediately. Above all, I want every one of my customers to be happy. If there is something wrong with your order, I will be happy to fix it, ESPECIALLY if it is my mistake!