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Customer Care

Össur Canada’s 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 and successful patient outcomes..

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

 

 
Össur Canada

For Össur Canada Motion Lab Clinics click here.

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

Tel: 604-241-8152
Tel: 800-663-5982
Fax: 866-441-3880
[email protected]

Ordering

OA and Injury Solutions

By Phone: Please contact an Össur Customer Service Specialist at 1-800-663-5982, Monday through Friday, 7am to 4:30pm, PST.
By fax, 24 hours a day: For your convenience, you may fax orders at any time to 866-441-3880.
By email: [email protected]


Prosthetic Solutions

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 866-441-3880.
By email [email protected]


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.

Warranty

All Össur products are warranted for any defects in materials and/or workmanship. Please contact our Customer Care Department if you have any questions. Also see Invoice Terms and Conditions for more information.

Satisfaction Guaranteed

If at any time within the warranty period you are not 100% satisfied with any Össur product, please contact our Customer Care department and give us the opportunity to remedy the situation.

 
Return Policy

Before returning any Össur product for exchange, credit, or refund, please contact the Customer Care department to obtain a Return Authorization (RA) number. Returned merchandise is subject to a restocking fee. See also Terms and Conditions.

OA & Injury Solutions

2150 – 6900 Graybar Road Richmond, British Columbia
V6W 0A5

Prosthetic Solutions

Össur Returns

680 Grove Road Thorofare, NJ 08066, USA

Bionic Service

680 Grove Road Thorofare, NJ 08066, USA

Mech. Knee Service & Loaners

910 Burstein Drive Albion, Michigan 40224, USA

Please be advised that all RA’s (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 are posted on your account.

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
Shipping

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

Custom Knee Braces
Most custom knee braces ship within 3-4 days. Please contact an Össur Customer Care specialist at 1-800-663-5982 for details.

Off-The-Shelf Knee Braces
Off-the-shelf product orders received before 2:30pm Pacific Standard Time will be shipped the same day.