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.

  • Material Modifications: For more extensive changes—such as swapping top cover materials, adding or removing layers or pads, or modifying reliefs beyond the original order—we apply only the cost of the parts and labor required to make the change. We do our best to limit charges and will reuse as many components as possible so the provider is only paying the minimum necessary.

  • Remakes: In cases where a full remake is requested for reasons other than laboratory error or shell failure, we offer a 40% discount off the standard price to support your continued success.
    Please note: In the event of a remake, the original pair must be returned and will be retained by the lab. The replacement pair serves as a direct exchange and the original will not be returned.

5. Returns Required for all 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.