Customer Order Policy

We sell to any customer over the age of 18 yrs. Please check with your doctor for any medical advice. Please contact your insurance company for any reimbursable items.


Our Shipping Policy
We ship super fast, so please call us right away if you need to cancel or change an order. 800-580-9887

Most orders typically arrive in 3-4 business days even with economy or free shipping. We want you happy!

Orders placed by 2 PM* Eastern Standard Time (EST.) will ship on the same business day Mon-Friday.

FedEx ground delivery times are an estimated delivery times (not guaranteed).
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Fedex 2 Day and Overnight have guaranteed delivery commitment times up to 9 PM depending on package volume.
Currently due to Covid 19 and Winter Storms. Please allow 1 extra processing day.

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We process orders Monday - Friday.

We are closed on Saturday and Sunday.

Orders After 2 PM EST*, ship out the following business day Mon-Fri.

The only exception is DeRoyal items have a 1-day delay.

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Shipping status:

NEW- Awaiting processing.

Processed Ready to Ship- Order has been processed by us and is awaiting tracking. Tracking is updated within 24 hrs M-F.

*Orders and tracking are not updated on the weekend.

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** ALL FEDEX SERVICES are only in transit on BUSINESS DAYS (Monday - Friday).

When counting the transit time, the first day is not counted, as it is the pickup day.

The count begins after the pickup day.

Examples:
#1 (You order Monday by 2 PM EST. This order will ship Monday. You chose 2DAY. This will arrive on Wednesday by end of day. TUESDAY is Day #1, Wednesday is Day #2) **If the order was placed after 4 PM EST it would not ship till Tuesday, so it would arrive Thursday by end of day.

#2 (You place an order on Friday before 2 PM EST Using Overnight. This would arrive on Monday by the end of day.)

* Saturday service is available to some locations, please call for a quote 800-580-9887.

International Shipping:

Customer is responsible for all Customs Duties Tax on import. Your country may charge a tax on imported items.
UPS GROUND to Canada does not include brokerage fees. Customer will need to pay brokerage fees and taxes on import at time of receipt of package.
Due to Covid 19 please allow additional processing time.

Note: Products may be consolidated to ensure the quickest shipping at no extra cost to you the customer. Consolidating the product means taking the product out of its original boxing to fit into an appropriate size package to keep costs down.


Returns

Customer is responsible for return shipping.
The original shipping to the customer is non-refundable.
The product must be in original condition for a full refund.
Open or damaged packaging is subject to a 35% restocking fee.
Products that shows signs of use, dirt, human hair, pet hair will be documented and a return not issued.
Buyer remorse is not covered by our warranty.
Warranty is limited in the craftsman ship of the mechanical parts and not consumable parts or parts that are designed to break down over time.  Example, sole of the shoe, crutch tips, crutch pads etc.
Application of a cast by the user or by the medical professional is not covered as they are responsible for applying the cast correctly.
Excessive use of a cast is not covered by warranty, a patient is to be at rest during a recover phase.
Fiberglass casts that crack are not covered under warranty as they do not crack on their own, they crack under extra pressure of which the patient is supposed to be at rest during the recovery phase.
Always inspect the product before using the item to ensure there is no damage in shipping.
Shipping damage must be reported to us within 48 hrs. of receipt of the product and photo proof of damage is required to submit claim.