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Customer Service

Össur Americas goal is to offer consistent, high-quality customer service. Through value-added services and educational programs, we build close and enduring relationships with our customers.

High service levels are matched by an established reputation for scientifically-proven designs and excellent clinical outcomes. With a history stretching back almost forty years, Össur continues to be at the forefront of innovation in its field.

Össur welcomes new customers and potential distributors as part of its global network.


 
Össur Americas

27051 Towne Centre Drive
Foothill Ranch, CA 92610 
USA

Tel: 800-233-6263
Tel: 949-382-3883
Fax: 800-831-3160 
ossurusa@ossur.com

Össur Canada

2150 – 6900 Graybar Road
Richmond
BC, Canada
V6W 0A5 

Tel: 604-241-8152
Tel: 800-663-5982 
Fax: 866-441-3880
ossurcanada@ossur.com

See also Össur Canda Motion Lab Clinics.

Ordering

To order by phone: Please contact an Össur Customer Service Specialist at
1-800-233-6263, Monday through Friday, 7am to 5pm, PST.

To order by fax, 24 hours a day:  For your convenience, you may fax orders at any time to 1-800-831-3160.

Order Forms:Prosthetic and Orthopaedic order forms.

Custom Brace Alterations or Cancellations
All custom knee braces are custom fabricated for a unique individual and cannot be restocked. Therefore, alteration or cancellation of a custom order may result in a fee if brace fabrication has already begun. To limit this possibility, please notify Össur of any custom order alterations or cancellations as quickly as possible.

Payment Portal

Save time and Go Green: View and pay invoices on-line

For the ultimate in convenience, we now offer our customers easy access to receive, manage, and even pay bills on-line, 24/7! Just visit ossur.billtrust.com (opens in a new window) and use the unique token printed at the bottom of your invoice/statement to enroll or contact us at AVAR@ossur.com with your request.

Warranty

All Össur products are warranted for any defects in materials and/or workmanship. Please contact our Customer Service Department at 1-800-233-6263 if you have any questions. See also Invoice Terms and Conditions for more information.

Shipping

Össur offers a variety of delivery options, from priority overnight to ground.

Custom Knee Braces
Most custom knee braces ship within 3-4 days. Rush service is also available. Please contact an Össur Customer Service Specialist at 1-800-233-6263 for details. Please allow an additional 48 hours for custom paint or private label orders.

Off-The-Shelf Knee Braces
Off-the-shelf product orders received before 12pm Pacific Standard Time will be shipped the same day.

Satisfaction Guaranteed

If at any time within the warranty period you are not 100% satisfied with any Össur product, please contact our Customer Service Department at 1-800-233-6263 and give us the opportunity to remedy the situation.

Return Policy

Please be advised that starting July 1, 2013, all RAs (Return Authorizations) that are older than 90 days will be deleted from our system.

All returns must be sent to Össur immediately to ensure credits be posted on your account.

Before returning any Össur product for exchange, credit, or refund, please contact our Customer Service Department at 1-800-233-6263 to obtain a Return Authorization (RA) number. Returned merchandise is subject to a restocking fee. See also Terms and Conditions.

Payment Terms

Net 30 days on approved credit