Breg Customer Care: A Complete, Practical Guide

What Breg Customer Care Covers

Breg customer care supports patients, clinicians, and purchasing teams for orthopedic bracing, post‑op bracing, and cold therapy systems such as Polar Care and VPulse. Typical requests include order status, product setup and safe use, replacement parts, warranty claims, billing and insurance questions, and returns (RMA). If your device was provided by a clinic or hospital, Breg can also help you coordinate service through your provider when needed.

Before you reach out, identify whether your need is technical (device not cooling, hose/pad leak, brace fit), administrative (order/shipping/billing), or clinical (how long to wear a brace, how often to use cold therapy). Breg can walk you through device operation and logistics, while clinical questions about your diagnosis, therapy duration, or contraindications should be confirmed with your prescribing clinician. Having a clear request speeds resolution and ensures you’re connected to the right team.

How to Reach Breg Customer Care

The fastest way to get the correct department is to use the Contact page on the company’s official website and select your topic. This routes your case to the right team (billing, orders, tech support, or clinical education) and generates a case number you can reference. When possible, attach a photo of the device label or your invoice—it shortens back‑and‑forth and often resolves issues in one touch.

• Website: Visit https://www.breg.com and select Contact (or go directly to the Contact page if listed). Use the Patient Billing link on the site or the “Pay/Contact” link printed on your statement for account‑specific questions.
• Phone on your paperwork: Use the phone number printed on your packing slip, brace card, or billing statement; Breg uses region‑specific lines that route you to the correct team. If your product was dispensed in a clinic, the clinic’s sticker on the device or pad often lists the correct support number.
• Response times and hours: Web submissions are typically answered within 1–2 business days. Phone support is generally available Monday–Friday during standard business hours in the U.S. (for urgent device issues, call rather than email). Keep your case number for follow‑up.

Information to Have Ready

Have your full name, date of birth (for patient accounts), shipping ZIP code, and the order or invoice number from your paperwork. For device issues, note the product name (for example, Polar Care Cube or Kodiak; VPulse; T Scope knee brace; Fusion knee brace) and any serial or lot number found on the device body, reservoir cap, or hose tag.

Describe the issue precisely and include timing, error behavior, and what you’ve tried. Examples: “No water circulation after 10 minutes,” “Pad leaking at the quick‑connect,” or “Post‑op brace hinges not locking at 0°.” Photos of the connections, pad, or hinge settings can accelerate diagnosis and approval of replacements.

Billing and Insurance Support

Breg functions as a durable medical equipment (DME) supplier for many health systems. If your brace or cold therapy unit was billed to insurance, you may receive a statement for deductible or coinsurance after your insurer processes the claim. Keep your Explanation of Benefits (EOB) and your Breg statement together; the EOB shows the allowed amount, what insurance paid, and your responsibility.

If you are self‑pay or purchasing accessories out of pocket, ask customer care for a written estimate before paying. Typical market prices in the U.S. (for context only; actual charges vary by payer, provider agreements, and accessories) are: off‑the‑shelf knee braces in the $150–$900 range, custom OA/ligament knee braces in the $900–$1,800 range, and cold therapy units (without pads) often $150–$300. Replacement pads and wraps vary by size and style. For the most accurate amount, refer to the quote or statement tied to your order number on your documentation.

Orders, Shipping, and Returns (RMA)

For shipped orders, standard ground delivery within the contiguous U.S. typically takes 2–5 business days from the ship date; expedited options may be available at additional cost. Order confirmations generally include a tracking link; if you don’t see it, ask customer care to resend the tracking details. If your brace was fitted at a clinic, the clinic may hold the order record—Breg can still locate it using your name, date of service, and clinic name.

To return an item, you usually need a Return Merchandise Authorization (RMA) before sending anything back. Medical devices and soft goods often have restrictions: used or soiled items are generally not returnable due to hygiene regulations, and sterile items that have been opened cannot be restocked. Many programs require contacting Breg within 30 days of shipment to initiate an RMA, with the product in new condition and all original components. Always return to the address listed on your RMA paperwork; returns sent without an RMA can be delayed or refused.

Technical Support for Cold Therapy (Polar Care, VPulse)

Cold therapy systems require correct setup to function and to avoid skin injury. Always use an insulating barrier between skin and pad, check the skin every 20–30 minutes, and do not sleep with the device running unless your clinician provides explicit written instructions. People with impaired sensation, diabetes, or vascular disease should consult their clinician before use.

• No circulation or weak flow: Verify the reservoir water level and ice load (fill to the indicated line), ensure hoses click firmly into place at both device and pad, and keep the unit below pad level to assist gravity. Run the unit for 2–3 minutes and hold the pad vertical to purge air.
• Leak at quick‑connect: Power off, dry the connector, then reseat until it audibly clicks. Inspect the O‑ring; if cracked or missing, request a replacement connector or pad.
• Pad too cold or skin irritation: Increase the insulating barrier thickness and shorten session duration (many clinicians recommend 20 minutes on, 20–40 minutes off). Stop use and contact your clinician if skin becomes white, numb, blistered, or painful.
• Cleaning and reuse: Empty the system, run a cycle with clean water, and allow all components to dry. For odor buildup, a mild solution per the manual can be used; avoid harsh solvents. Never share pads between patients unless reprocessed per facility policy.

Brace Fitting, Adjustments, and Warranty

Post‑op and functional knee braces (for example, T Scope and Fusion families) should be fit to your limb circumference and set to the prescribed range of motion (e.g., extension stop at 0°; flexion limited to 90°). If hinges drift or straps loosen, customer care can provide adjustment guides or connect you to a local provider for a professional refit. Bring your prescription or discharge instructions so the technician can confirm the correct hinge stops.

Most orthopedic devices carry a limited warranty covering defects in materials and workmanship for a defined period (commonly 90 days for soft goods and 6–12 months for durable components, though terms vary by product). Warranty claims usually require photos of the defect and the device lot/serial number. Normal wear, cosmetic damage, or misuse are typically excluded. If your device was bundled by a hospital, warranty service may be coordinated through that facility—customer care will advise the exact path once they identify the kit or SKU.

Safety, Recalls, and Regulatory Information

If you suspect a safety issue—overheating motors, electrical odor, or skin injury—stop using the device and contact your clinician and customer care immediately. Keep the device available for inspection; do not attempt repairs beyond steps described in the user manual. If there is an active field safety notice or recall, customer care will provide instructions for repair, replacement, or refund as applicable.

For independent regulatory updates, you can search the U.S. Food and Drug Administration (FDA) databases for manufacturer and product family information. Customer care can provide the exact model name and part numbers to help you search accurately. Always report adverse events to your clinician; facilities may file reports under their quality systems as required.

Escalations and Best Practices

Document every interaction: date/time, representative name, and case number. If an issue is time‑sensitive (for example, you’re 24–48 hours from surgery), say so at the start of the call. For replacement parts that impact therapy continuity, ask for overnight shipping options and a confirmation email with tracking before ending the call.

For clinics and health systems, designate a single point of contact for your account, keep a shared log of serial/lot numbers dispensed, and standardize patient handouts (setup, cleaning, warning signs) so fewer patients need urgent support. Breg customer care can usually supply printable quick‑start cards and multilingual instructions upon request.