Terms of Sale & Policies

How to Order:

• Orders can be placed by telephone, fax, e-mail, or on our Web site. 
• Please use item numbers or item descriptions on all orders to ensure accuracy.
• Due to the nature of items requiring a selection of colour(s), it is highly encouraged to make selections based on the available swatch set from the manufacturer. Colours presented electronically or in printed materials are representational only, and therefore cannot guarantee accuracy.
• Include desired method of shipment on all orders, as well as the required delivery date.

New Accounts:

• Initial orders will be invoiced by credit card until credit terms have been established. 
• Customer credit accounts will be processed upon receipt and approval of completed credit application. Please note that it will take approximately seven (7) business days to process your application.

Payment Terms:

• Net thirty (30) days from date of invoice.
• Visa and MasterCard payments accepted and will be charged on the date of shipment.

Prices:

• All prices are quoted in Canadian dollars, F.O.B. Montreal, Quebec, Canada.
• Prices are subject to change without notice. 
• Prices do not include any applicable sales taxes or duties. 
• Shipments will be sent prepaid and freight charges will be added to the invoice. 
• Standard freight charges do not include insurance.

Service Charges:

• All past due amounts are subject to a 1.5% per month service charge, with an effective annual rate of 18%.

Shipping:

• We are pleased to offer free standard ground shipping when a qualifying order over $500 is placed before tax and shipping, excluding applicable postal codes that incur a "Delivery Area Surcharge" from carriers (ie. Out-of-Zone areas.)
  
  • Free ground shipping offer is valid on any order which does not include orders of foam impression boxes,
    large or heavy items weighing more than 50lbs (22.68kg) or exceeding 48 inches (122cm) in length or 130 inches (330cm) in girth.
• Shipping charges will not be refunded on returns.
• We reserve the right to amend our free shipping policy and shipping rates at any time, without notice.

Returned Goods Policy:

1. All returns must be authorized by the Ortoped Customer Sales Representative (CSR).
2. Return shipping charges are paid by customer.
3. Each request must include the following:
   • Customer name and address
   • Invoice number
   • Invoice date
   • Customer PO number
   • Quantity, item number and description of item
   • Reason for return
   • Fit date (Where applicable)
   • Fail date (Where appliable)
4. The return shipment must be coordinated with the CSR, who will advise of the proper mode of transportation and product return location. A return authorization number will be issued and must be clearly referenced with your return. Goods must be returned within the set days established by OrtoPed’s return policy. Upon satisfactory inspection of goods, a credit will be issued. Items without a return authorization (RA), will be refused and returned to the customer at their expense.
5. Goods ordered in error are to be returned Prepaid and are subject to a 15% restocking charge.
6. Returns are not authorized for the following:
   • Any items not purchased from OrtoPed
   • Custom Orders
   • Microprocessor products (ie: batteries, bebionic,etc) not under warranty
   • Regular & special size prosthetic Socks
   • Equipment
   • Materials
   • Discontinued, expired or short dated products
   • Merchandise past 60 days
   • Products not in their original, resellable condition
     • Original, undamaged packaging
     • All documentation
     • All pieces and accessories that was included
     • Unaltered
   • Clearance items or items bought under promotion
   • Products not returnable as per our manufacturer’s policies and procedures
   • Devices beyond manufacturer's listed trial period

Warranty Policy:

• Warranties vary by product and manufacturer. OrtoPed will assist in the coordination of warranty repairs with the manufacture and in some cases replace merchandise as required on behalf of the manufacturer. Please call (ISR) for Return Authorization (RA) prior to shipping items for warranty or repair.
• Warranty and defective items that are shipped to OrtoPed should have a note explaining why the product is defective along with the RA#.

OrtoPed Product Return Form:

• Please complete the product return form, and you can fax or email to the CSR group.