Refund policy
We want you to be comfortable with your Lena New York knee brace. If something is wrong with your order, or the brace simply is not the right fit, here is exactly how returns and refunds work.
30-Day Return Window
You have 30 days from the delivery date to request a return. To qualify, the brace must be in original condition — unworn or only briefly tried on to check the fit, unwashed, and returned with all straps, inserts, and original packaging where possible. For hygiene reasons we cannot accept braces that have been worn during activity, washed, or soiled. Items damaged by heavy use, alteration, or accidents outside our control are not eligible.
How to Start a Return
Email support@lenanewyork.com with your order number and a short note about the issue (or why you would like to return the brace). If it arrived damaged or with a defect, please attach a photo — it helps us sort out a replacement faster without asking you to ship the faulty one back first. We usually reply within 12 hours during the service hours listed below.
Return Shipping
If the problem is on our side — the wrong item shipped, damage in transit, or a manufacturing defect — we cover the return shipping and email you a prepaid label.
If you have simply changed your mind or ordered the wrong size, the return shipping cost is the customer’s responsibility. We recommend a tracked service so your package cannot get lost on the way back.
Refund Timing
Once your return reaches us and passes a quick inspection, we will email to confirm. Approved refunds are returned to your original payment method within 7 business days.
Exchanges
The quickest way to switch to a different size or color is to return the eligible brace and place a new order for the one you want. Reply to your return confirmation and we will help arrange the swap on our end wherever we can.
Damaged or Defective on Arrival
If your order turns up damaged, with torn stitching, or with a strap or fastening that will not hold, contact us within 7 days of delivery with a photo. We will send a replacement at no cost to you — usually without needing the original returned.
Wrong Size?
Fit matters with a knee brace, so please check the measurements on each product page before ordering. If the size you received does not fit, start a return within the 30-day window and we will help you land on the right one.
Lost or Stolen Packages
If tracking shows your order as delivered but you cannot find it, please:
- Check with neighbors, household members, and building or mail management.
- Wait 24–48 hours — carriers sometimes scan a package as “delivered” a little early.
- If it still has not appeared, contact us and we will open a claim with the carrier and make it right.
Order Cancellations
Orders can be cancelled or changed within 2 hours of being placed. After that window the order moves into fulfillment and is locked in, though it can still be handled as a return once it is delivered.
Contact & Business Information
Store Name: Lena New York
Company Name: Ecommerce Elite LLC
Company Address: 5140 Broken Bow Drive, Fort Worth, Texas 76137, United States
Email: support@lenanewyork.com
Phone: +1 (929) 702-2553
Contact: Contact Us
Customer Service Hours: Monday to Sunday | 12:00 PM – 8:00 PM EST
We aim to reply to every message within 12 hours.