Pacific Orthotic Laboratory – Warranty Policy

At Pacific Orthotic Laboratory, we take pride in the quality and precision of our custom orthotic devices. We stand behind our work and aim to be a reliable partner to medical professionals by offering a fair and transparent warranty policy.

1. Shell Materials

  • Polymer Shells: Lifetime limited warranty against failure or breakage.
  • XTXS CarboPlast II Shells: Two-year limited warranty against failure or breakage.
  • NW DBX6 Shells: One-year limited warranty against failure or breakage.

2. Top Covers and Additions

  • Adhesive Failures: Covered for six months. This includes premature separation or delamination of top covers, pads, or additions due to bonding failure.
  • Material Breakdown (Foams/Fabrics): Covered for up to six months, provided the selected materials are appropriate for the patient’s activity level, weight, and footwear.
    • Excessive wear caused by high-impact activity or unsuitable material choices may not be eligible for warranty replacement.
    • If there is uncertainty about material suitability, we are happy to consult with providers on alternative recommendations.

3. Laboratory Errors

We will promptly correct any laboratory errors at no additional cost. This includes issues such as:

  • Omitted materials or components
  • Incorrect positioning of pads or posts
  • Deviations from the requested sizing, shape, or prescription based on the materials provided

To ensure timely resolution, please report any suspected laboratory errors within 45 days of receipt. When possible, include photographs, drawings, templates, or physical marks on the orthotic itself (returned to us for review) to help us assess and resolve the issue efficiently.

4. Adjustments and Remakes (Fit-Related Issues)

We understand that achieving an ideal fit is a collaborative process between the prescribing provider and our lab. If adjustments are needed due to fit concerns within six months of delivery:

  • Minor Adjustments: Complimentary modifications such as increasing or lowering arch height, altering shell width or heel cup height, or shortening top covers.
  • Remakes: In cases where a complete remake is requested for reasons outside of laboratory error or shell failure, we offer a 40% discount off the standard price to help ease the cost and continue supporting your success.
  • In the event of a remake, the original pair will not be returned. The replacement pair serves as a direct exchange for the original.

Please note that modifications due to changes in the original prescription or new additions not included in the initial order may incur additional charges.

5. Returns Required for Warranty Evaluation

For all warranty-related work, the original pair of orthotics must be returned to us for inspection and evaluation, unless otherwise agreed upon at our discretion. This allows us to accurately diagnose the issue and continuously improve our process.

Questions?

We’re here to help. If you have any questions or would like to discuss a warranty issue, please Contact Us Here or call us directly. We’re proud to support your clinical work and the patients you serve.