Össur Canada strives to offer consistent, high-quality customer service. Through value-add resources, innovative services and educational programs, we build close and enduring relationships with our customers.

Top service levels are matched by an established reputation for scientifically-proven technology and successful clinical outcomes. Össur welcomes new customers and potential distributors as part of our global service network.

Contact Össur Canada

Reach our customer service team by one of the following options:

By Phone

Tel: 800-663-5982 or 604-241-8152

By Fax

Fax: 866-441-3880 or 604-241-8153

Ordering

To order by phone: Please contact an Össur Customer Service Specialist at 1-800-663-5982 or 604-241-8152, Monday through Friday, 7 am to 4:30 pm PST.

To order by email, 24 hours a day: Please email [email protected]

To order by fax, 24 hours a day: For your convenience, you may fax orders at any time to 1-866-441-3880 or 604-241-8153.

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.

Shipping

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

Custom Knee Braces
Most custom knee braces ship within 5 business days. Please contact an Össur Customer Service Specialist at 1-800-663-5982 or 604-241-8152 for details. Please allow an additional 48 hours for custom paint.

Off-The-Shelf Knee Braces 
Off-the-shelf product orders received before 2 pm Pacific Standard Time will be shipped the same day if products are in stock.

Prosthetics Products
Prosthetic product orders placed by 3 pm PST will be shipped same day via UPS (Fedex cutoff 2 pm PST). Please allow extra time for feet to be assembled.

Warranty

All Össur products are warranted for any defects in materials and/or workmanship. Please contact our Customer Service Department at 1-800-663-5982 or 604-241-8152 if you have any questions.

For product-specific warranty information, please refer to Össur’s product catalogs, available at www.ossur.com/en-ca or for Prosthetics, click here and for Bracing and Supports, click here.

Click here to read more about Össur product warranty information.

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 1-800-663-5982 or 604-241-8152 and give us the opportunity to remedy the situation.

Return Policy

Before returning any Össur product for exchange or credit, please contact our Customer Service Department at 1-800-663-5982 or 604-241-8152 to obtain a Return Authorization (RA) number. Returned merchandise is subject to a restocking fee.

Please inspect all orders immediately upon receipt. In the event items were ordered or shipped in error, you must notify the Customer Service Department for a return authorization number. Össur must be contacted within five (5) business days of the receipt of the goods.

Off-the-shelf (i.e., non-custom) products may be returned by the original purchaser for credit or replacement at Össur’s sole discretion.

For most Orthopaedics products, they must be returned in their original, unused condition within 90 days. The Unloader One® knee brace has a 30 day money-back guarantee for product trials. For Prosthetics, please refer to Össur’s Prosthetic Product Catalog, also located on the Össur website (www.ossur.ca) for information about the product-specific timeframe for returns.

In the event that Össur modifies its return policy/timeframe for returns, it will post the new standards on the Össur website. Össur’s website is the controlling authority for all return policy/timeframe issues. Össur reserves the right to charge a 20% restocking fee for products returned in new or saleable condition.

No returns will be accepted without prior authorization. Please call Customer Service to obtain a Return Authorization number. When returning a product for credit or replacement you must provide both the original invoice number and the reason for return.

Credit or replacement of goods is subject to inspection and evaluation. Össur will not issue a credit or replace any products returned to Össur that are not in new or saleable condition. The determination about whether returned products are new or saleable will be made by Össur at Össur’s sole discretion. Altered, discontinued, or custom-made items are not returnable.

OA & Injury Solutions
2150 – 6900 Graybar Road, Richmond, BC V6W 0A5

Prosthetic Solutions

Össur Returns / Bionic & Mechanical Knee Service / Loaners
680 Grove Road, West Deptford, NJ 08086, USA

Terms and Conditions

Invoice Terms and Conditions

Limited Warranty

Össur warrants to the original purchaser that this product is free from defects in materials and workmanship.  This warranty does not apply if this product (1) was not purchased from Össur or its authorized dealer, (2) has been altered in a way, or (3) has not been used in accordance with Össur’s Instructions for Use (IFU).  This Limited Warranty does not cover damage due to accidents, neglect, misuse, or operation beyond capacity, parts damaged by improper installation, substitution or parts not approved by Össur, or any other alteration or repair by others that, in Össur’s judgment, materially or adversely affects the product or part.

The duration of this Limited Warranty varies by product, but is effective from the date of delivery to the purchaser.  Össur’s sole obligation under this Limited Warranty is to either repair or replace the product at no charge, or to credit purchaser’s account for the value of the defective product at Össur’s sole discretion.

Use of this product is not a guarantee against injury.

User should consult with his/her health care provider immediately if user experiences any kind of adverse medical reaction following use of this product. User should consult with his/her health care professional with any questions as to how this product applies to user’s specific medical condition. If user does not agree to the above conditions, he/she should contact his/her health care professional before using this product.

Össur disclaims and excludes any other express or implied warranties not set forth in this Limited Warranty, including but not limited to warranties of merchantability or fitness for a particular purpose. This Limited Warranty excludes liability for any personal injury, property damage, or special, incidental, or consequential damages arising out of, related, or incident to use the product, even if Össur has been advised of the possibility of such potential loss or damage, unless state law otherwise precludes this exclusion.

For product-specific warranty information, please refer to Össur’s product catalogs, available at www.ossur.com/en-ca or for Prosthetics, click here and for Bracing and Supports, click here.

Revised 11 2009

Return Policy

Please inspect all orders immediately upon receipt.  In the event items were ordered or shipped in error, you must notify the Customer Service Department for a return authorization number.  Össur must be contacted within five (5) business days of the receipt of the goods.
Off-the-shelf (i.e., non-custom) products may be returned by the original purchaser for credit or replacement at Össur’s sole discretion. 

For most Orthopaedics products, they must be returned in their original, unused condition within 90 days. The Unloader One® knee brace has a 30 day money-back guarantee for product trials. For Prosthetics, please refer to Össur’s Prosthetic Product Catalog for information about the product-specific timeframe for returns.

In the event that Össur modifies its return policy/timeframe for returns, it will post the new standards on the Össur website.  Össur’s website is the controlling authority for all return policy/timeframe issues.  Össur reserves the right to charge a 20% restocking fee for products returned in new or saleable condition.

No returns will be accepted without prior authorization.  Please call Customer Service to obtain a Return Authorization number.  When returning a product for credit or replacement you must provide both the original invoice number and the reason for return.

Credit or replacement of goods is subject to inspection and evaluation. Össur will not issue a credit or replace any products returned to Össur that are not in new or saleable condition. The determination about whether returned products are new or saleable will be made by Össur at Össur’s sole discretion.  Altered, discontinued, or custom-made items are not returnable.

Touch Care Terms & Conditions

Touch Care service and support program runs concurrently with the device warranty for the following products: i-Limb® Quantum, i-Limb® Ultra, i-Limb® Access, i-Digits™, and livingskin™. Additional years of Touch Care coverage may be purchased during, and up until the last day, of Touch Care.

Payment Options

Össur Canada offers the following methods of payment:

  • Net 30 days on approved credit
  • Credit Card to be processed at the time of shipment

FAQ and Troubleshooting

Be sure to check out our troubleshooting guide for more support

Össur Legs and Arms

  • Purchaser has twelve (12) months from date of invoice to submit definitive socket details. After the twelve (12) month period, the order will be closed with no credit or refund.
  • Individual Component warranty and return policies apply.
  • Subject to the Individual Component’s return policy, select Components may be eligible for exchange or equivalent substitution but may not be returned for credit.

Questions?