Warranty and Exchange Policies - Custom-Made Orthotics and Orthopedic Footwear 

Manufacturing Process

Our Custom-made Orthotics are manufactured by Ontario Orthotic Lab (OOLAB) – 42 Niagara St., Hamilton, ON., L8L 6A2. Ontario Orthotic Lab is an accredited member of PFOLA (Prescription Foot Orthotic Laboratory Association) with a licensed Chiropodist and Podiatrist on staff.

Casting Technique

The technique used to create your Orthotics will be a non-weight bearing cast performed in the subtalar neutral position.

Manufacturing Technique

A Laser scan of your negative cast will be used to create a corrected positive. Your orthotic plate then vacuum formed over the corrected positive.

WARRANTIES

Orthotic Warranty

• Unconditional lifetime warranty on shell material against fracture or breakage
• 6 month warranty on all top covers, soft additions (pads) and added features

RETURNS

All custom orthotics are non-returnable and non-refundable for credit. Each orthotic device is manufactured based on your unique individual impression and diagnosis. If prescribed results are not achieved, we will be partner with you and Ontario Orthotic Lab to identify the problem and work towards a satisfactory result.

Orthotic Modifications

Modifications/alterations to original prescribed orthotic that will be made at no charge for three (3) months from time of manufacturing include the following:

• increasing/lowering arch height
• narrowing or shortening orthotic shell or heel cup
• shortening top covers           

Modifications/alterations to original prescribed orthotic that will incur reasonable charges at any time after original prescription is manufactured include the following:

• modification or addition of soft features (pads, extensions, posts, arch fill, underlay etc…) after warranty expires
• modification/alteration or replacement (change) of original shell material
• re-conditioning or re-covering of orthotics (after warranty expires)

Orthotic Modification Charges

Orthotic Repairs (non-warranty)

• Modifications (after 1st 3 months)           $50 (incl. tax + shipping)
• Replacement (Change) of Shell              $60 (incl. tax + shipping)
• Orthotic Re-covering (non warranty)       $40 (incl. tax + shipping)

FOOTWEAR WARRANTY

All footwear supplied by Ontario Orthotic Lab carries the same manufacturer’s warranty which applies to the retail market of the product against defect breakdown or workmanship. This warranty is subject to the manufacturer’s approval and the footwear must be presented to the manufacturer before a decision may be rendered and/or replacement footwear may be released. This process may take up to 4 weeks to complete, and shipping charges would apply to the patient’s account.

EXCHANGES

Exchanges for size, style, or credit, are ONLY permitted within 3 months provided the footwear has not been discontinued, altered, or subject to use (ie. Any wear patterns on the sole of the footwear or stretching of uppers of the footwear are not permitted). 

Footwear must be returned with manufacturer’s insoles and in its original, unmarked packaging.

“Special Order” footwear is not returnable for exchange and non-refundable at any time.

Exchanging footwear that causes alteration or modification of the prescribed orthotic will cause the patient to incur Orthotic modification charges.

Ontario Orthotic Lab will allow a single footwear exchange (without orthotic modifications) without shipping charges. Patients will be responsible for shipping charges ($15) associated with further footwear exchanges.