WARRANTIES, POLICIES AND TERMS
Effective October 1, 2007
WARRANTIES Orthotics:
1. Unconditional lifetime warranty on all shell material products against fracture or breakage.
2. 6 month warranty on all top covers, soft additions (met pads, met accommodation pads, kinetic wedges, reverse morton’s ext, soft morton’s ext, heel cushions, heel spur pads & extrinsic heel posts) from avulsion or breakdown, when subjected to regular wear.
3. Reconditioning, recovering or modifications of an OOLab product or at any time of a non-OOLab product are subjected to modification charges of $25.00.
4. If modification requests require alteration of original shell material (ie: changing a carbon shell to a polypropylene) &/or shell modifications differ from the original prescription (ie: add a medial flange, deeper heel cup, rigid morton’s extension out of shell, add sweet spot, fhl accommodation, add medial/lateral skive and the reversal of a 1st met or 1st ray cutout), a manufacturing charge of $48.50 will be applied.
5. The request of a modification of soft additions after original prescription is manufactured (ie. add met pad, add met accom pad, add scaphoid pad, add heel cushion, heel spur pad, add heel hole, add kinetic wedge, add a “u to” cutout, add arch file, add vinyl or nyplex puff underlay, & add fore foot and rear foot extrinsic postings), as well as minor shell modifications (ie. Add 1st met cut out or 1st ray cut out), will incur a charge of $25.00.
RETURN POLICY ON ORTHOTICS:
All custom orthotics from OOLab are not returnable for credit. Each prescribed device is manufactured based on your particular patient’s negative impression & diagnosis. Patient non-compliance or prescribed results are not achieved, OOLab is partnered with you to identify the problem & have a satisfactory result. Poor cast impressions, improper footwear prescribed, inappropriate orthotics &/or materials used based on prescription form are some of the common reasons for orthotic intolerance.7.
Alterations to original prescribed orthotic will be made at no charge for 3 months from the invoice date. This includes lowering or increasing medial longitudinal arch heights, narrowing or shortening an orthotic shell &/or heel cup of shell & shortening top covers from full length to sulcus or ¾ length.
Footwear:
1. All footwear supplied by OOLab (not including special order footwear) carries the same manufacturer’s warranty, which applies to the retail market of the products, against defect, breakdown or workmanship. This warranty is subjected to manufacturer’s approval, & must be sent to OOLab to be presented to the manufacture before a decision may be rendered &/or footwear released. All shipping charges will be applied to the client’s account. Please note; the process may take up to 4 weeks to complete.
POLICIES
Footwear:
1. Exchanges for size, style or credit are ONLY permitted within 3 months from the invoice date provided that the footwear has not been discontinued, altered or subject to use (ie:ANY WEAR PATTERNS ON THE SOLE OF THE FOOTWEAR OR OVER STRETCHING OF FOOTWEAR UPPERS ARE NOT PERMITTED).
2. Footwear must be returned with manufacturer’s insoles & in its original, unmarked packaging (i.e.: ANY PACKING TAPE OR SHIPPING LABELS ATTACHED TO FOOTWEAR BOX ARE NOT PERMITTED). If these conditions are not met, a nominal fee of $10.00 per box & per liner will be charged to the client account.
3. Special order footwear is not returnable for exchange & non-refundable. Payment must be made at the time of placing the order via a SPECIAL ORDER FORM which will be faxed to you, completed & re-faxed back to OOLab.
4. All Drew footwear if not meeting full compliance of conditions for exchange or credit, will be sent back to client with incurred shipping charges. All boxes, liners must be in pristine condition with no markings, tape or tears and all footwear must not be presented with wrinkles or stretches in leather and/or wear patterns of any kind on sole of shoe.
5. Shoe only orders must always be faxed or delivered in to OOLab on OOLab prescription form, modification form or company letterhead. All shoe only orders will be subject to GST and shipping.
6. OOLab reserves the right to alter requested footwear selection with manufacturer’s style/color replacement based on stock availability from manufacturer.
Footwear Samples:
1. All footwear samples purchased are eligible for upgrade or exchange when models become discontinued. Our semi-annual footwear catalogues issued in spring and fall are the guideline. It is the client/clinic’s responsibility to review the new updated catalogue & request exchanges of footwear models. This is subject to a 3 month grace period. After such period, the footwear is not exchangeable or returnable for credit.
2. Footwear samples must be returned in original condition with no external markings, modifications or wear.
Shipping:
1. OOLab will incur incoming & outgoing shipping costs provided that the INCOMING PACKAGES CONTAIN A MINIMUM OF 3 NEW CAST IMPRESSIONS &/OR RE-ORDERS. FAXED RE-ORDERS ARE EXCLUDED.
2. Applicable shipping charges will be applied to the client account if packages arranged on OOLab Purolator account contain less than 3 new cast impressions &/or re-orders.
Additional Accommodative Footwear:
1. One additional accommodative footwear choice can be indicated on the prescription form indicating an orthotic/footwear package if ordered at the same time.
Children’s Outgrowth Program:
1. OOLab has initiated an outgrowth program to accommodate growth related replacement orthotic devices.
2. The age restriction is the age of 12
.3. The program supports a growth period of 6 months from invoice date.
4. When a new order is sent into OOLab, the client must supply a completed registration form for the program.
5. Discounts: Initial pair at original price and the outgrowth replacement pair at a 33% discount. Please note, the outgrowth program only includes 1 replacement pair during the 6 month period of coverage.
6. Outgrowth discounts cannot be combined with any other discounts & no discounts on modifications to outgrowth orthotics.
Rush Orders:
1. OOLab will guarantee rush product to be shipped by the 3rd day of productions at an extra charge of $25.00.2. Rush orders will not be honored for manually plaster poured & corrected casts.
Second Pair Orders:
1. Second or subsequent pair orders indicated at time of original order will receive a 25% discount. This discount will not be honored if the second or subsequent pair is requested after the fact.
TERMS
Invoices are due & payable by the 15th of the month following statement date. Master statements are prepared at the end of each month. Volume discounts are applied & only honored on current accounts. Non Payment by the 15th of the following month or the 1st business day thereafter will result in the termination of the volume discount. All accounts overdue will be subject to interest in the amount of 2% monthly. Accounts, which are not current & over 60 days past due will be placed into collection & all product will be held until payment is received. NSF payments will be subject to a $50.00 charge, credit privileges will be revoked & account placed into collection. OOLab accepts payment in the form of cash, cheque, VISA, MasterCard & AMEX.
* Second orthotic @ 25% discount at same time or original order is not counted towards volume discounts & applies to orthotics only.** Monthly Volume is determined by the total number of items ordered & invoiced during a calendar month. *** Ontario Orthotic Lab Inc, is not a licensed vendor of Rockport, Munro or New Balance. All items are furnished by an appropriate licensed vendor.
