U.S. Orthotics products are warranted for sixty (60) days, as to product quality and workmanship, from the date of shipment from our warehouse. U.S. Orthotics written warranties are given in lieu of any implied warranties.
U.S. Orthotics understands that sometimes a product does not fit the needs of our customers. To ensure the return is handled smoothly we ask that you follow the steps below.
Before You Return A Product You Must Obtain An RA Number (Return Authorization)
Print the following link for our return authorization form.
RETURN AUTHORIZATION FORM (Link)
Or Call or email customer service to obtain the return authorization form.
A Return Authorization form must contain the following information:
- Reason for return
- Name / Model of the device / Quantity
- Customer P.O. number and date of purchase
- Company name & contact information
Reasons for Return
To be considered for return the product is to be unused, and in exactly the same condition as when you received it. The cost of returning non-defective products is the responsibility of the customer.
PLEASE NOTE: No returns will be accepted without a valid RA number. Write the RA number on the outside of the box so that the RA number is visible. All return authorizations expire in 30 days from the date the RA is issued. Shipments with an invalid or expired RA number will be refused by U.S. Orthotics. Under no circumstances will a return be accepted for items returned after 60 DAYS from shipment date.
Defective or Damaged Products
Please call customer support at 1-800-825-5228 for instructions BEFORE returning any defective or damaged products. U.S. Orthotics will pay for the freight to send you replacement product and will take responsibility for the cost of returning defective product. Defective or damaged product should always be returned, unless otherwise authorized by U.S. Orthotics. If the product is returned as defective and is found to actually NOT be defective, then U.S. Orthotics reserves the right to revoke the credit or to issue an invoice (billing only) for the value of the replacement product.
Products that are defective or have concealed damage are NOT eligible for return after 90 days from the date of the invoice. Product with visible damage upon delivery should be refused from the carrier (common carrier, UPS, FedEx) upon delivery.
Merchandise returned for reasons other than defective or U.S. Orthotics error are subject to a 20% restocking fee.
Merchandise Not Eligible for Return
Products that are not restockable by U.S. Orthotics are not eligible for return unless the product is defective or return is due to U.S. Orthotics error. This includes the following products:
- Custom and/or made to order products
- Products not in standard U.S. Orthotics packaging
- Products that are beyond warranty period of 60 days.
PLEASE NOTE: If upon inspection returned products are deemed not restockable, you will be notified by email. The non-restockable items will not be credited to your account. In the email you will be given the option of receiving the products back freight collect or letting U.S. Orthotics dispose of them. If replacement product was issued in lieu of credit and the returned product is deemed non-defective, an invoice (billing only) will be issued for payment of the replacement product that was sent.
Generally, returns are approved within 5 business days of receipt.