Services:

- Inbound shipping to the lab is the responsibility of the account holder. All local practitioners entitled to weekly pick up/delivery at no charge on designated day.
- Outbound shipping is the responsibility of Tailor Made Orthotic Lab and are guaranteed within 5 business days of the lab receiving casts.
- Rush orders are subject to a $25 fee per orthotic (pair) and are returned within 36 hours of receipt of casts.
- All required minor adjustments are no charge for a period of 6 months from original completion date.
- Any new component or major changes to original RX are subject to lab fees based on time and material used.
- Free technical support available during business hours.
- Orthotic shells warranty against cracking/breaking is 2 years of original RX. This does not cover damage due to pets or machinery.
- 6 month delamination warranty on delamination, tearing, compression and abnormal breakdown of top cover materials. New top cover requests after 6 months period subject to $25 fee.
- Recovering of orthotics not manufactured by Tailor Made Orthotic Lab subject to time and material fees.
- Standard orthotic heel cup is 14-16mm. Standard top cover is neolon with Silver. All orthotics come with rearfoot post of firm EVA unless otherwise indicated on form.
- Orthotics will be cut to size indicated on form.
- Custom-made devices are non refundable as they are individually manufactured based on specific RX from casts given. We are committed to helping in any and all ways possible to provide a solution. Please contact lab directly with any unsatisfactory case.

Pricing:

- Please contact tracey@tailormadeorthoticlab.com for pricing.
- 20+ pairs of orthotics subject to 10% off. Note: Discount to be applied if account is paid in full by 15th of the month.
- Account holder is entitled to one personal pair of orthotics per year at no charge. A discount of 25% is given to office staff (1 pair per year).

Billing:

- An itemized invoice will be included and emailed with each shipment.
- A monthly statement will be emailed on the last day of the month.
- Payments can be made by cheque or e-transfer.
- Visa and Mastercard payments are accepted if pre authorized credit card form is signed.
- Payments are due 30 days from statement date. 2% late fee applies on all accounts over 30 days. Volume discounts applied if payment is received in full by 15th of the month.
- Accounts over 60 days past statement date will be placed on hold and all orders held until payment is received.
- If 2 consecutive 60 days past due occur, account will be on cash/cheque upfront basis only until credit is re-established.