Terms of Sale
Otto Bock HealthCare LP (Ottobock) offers a 1% prompt pay discount if the customer pays an invoice within 15 days; all invoices are due and payable within 30 days (net 30) of the invoice date. Payment must be in U.S. dollars. We accept the following charge cards for immediate payment: Visa®, MasterCard®, American Express®, Discover®, Check-by-Phone, and C.O.D. shipments.
Ottobock reserves the right to alter product design, specifications, materials and prices without prior notice.
Shipments are sent C.O.D. or credit card at time of order until a credit line has been established. Please contact the Credit Department at 800.328.4058 for more information. As noted in the Terms of Sale, Ottobock accepts several forms of immediate payment for new or existing customers.
Past Due Accounts
Ottobock reserves the right to suspend shipments if any portion of an account becomes past due, unless satisfactory arrangements have been made with the Credit Department.
Service ChargesCollection Agency Fees
Past due amounts are subject to a 10% service charge per month.
If an account is placed with an outside collection agency, the account will be responsible for collection fees and attorney fees.Shipping
All Ottobock products are shipped F.O.B. (Freight on Board) from Ottobock, meaning that once a shipment leaves the Ottobock facility, it is the customer’s responsibility. The customer may select a specific shipment method. If no method is specified by the customer, Ottobock will make the selection. Customers specifying their own shipping method will be charged the shipper’s quoted cost for that method.Open Order Policy
For large orders for which we do not have sufficient material to ship complete, it is our policy to ship partial quantities and back order the balance for shipment at a later date. If you require a single shipment, please indicate “ship complete” on your purchase order.Damaged Goods
Once a shipment from Ottobock is accepted by the shipping company the risk of loss shifts to the customer and the customer is then responsible for filing any necessary claims. Please inspect shipments for damage BEFORE signing for the delivery. If the customer receives damaged goods, he/she should immediately contact the local representative of the shipping company to submit a claim of damaged goods.Ottobock Return Policy
All items being returned to Ottobock require a Return Authorization Number (R.A. #), which is obtained by calling Customer Service at 800.328.4058. No returns, including custom fabrication jobs, will be accepted after 60 days. No returns will be accepted without an R.A. #.
You will need to provide the following information when requesting an R.A. #:
- Company name
- Account number
- Invoice number
- Reason for the return
- A part number, description, and quantity for the item(s) being returned
All items being returned to Ottobock should be shipped to:
14630 28th Avenue North
Minneapolis, MN 55447
When an R.A. # is issued between 0 and 30 days of purchase, no fees will be assessed for items returned in new, resalable, and complete condition. When the R.A. # is issued between 30 and 60 days of purchase, the customer will be assessed a restocking fee of $50 or 25%, whichever is greater, for those items returned in new, resalable, and complete condition. Please note the issuing of an R.A. # does not guarantee a credit and that all returned items will go through an evaluation process to determine if they are in resalable condition. Products determined to be damaged, soiled, missing pieces (including packaging or literature) will be either issued partial credit or returned to the customer depending on the degree of effort required to return product to resalable condition.
Account credits of any kind (return goods, overpayments, duplicate payments) are valid and remain on the account for only 90 days from the date of issuance; Customers must use an account credit within 90 days of the date it was posted to the account or the credit will be removed from the account. R.A. #’s are only valid for 30 days from the date of issue.Special Order Products
Ottobock will not provide cash refund or account credit for any special order items. Special order items are products that are not stocked in our North American operation's Distribution Center.60-Day Satisfaction Guarantee on Custom Products
Ottobock offers a 60-Day Satisfaction Guarantee for the following custom-made products:
- Custom-made carbon fiber feet
- OBSS custom cushions
- Devices custom fabricated by Ottobock Fabrication Services
Ottobock guarantees that the above-mentioned products sold to the original purchaser will be fabricated as requested by the customer. If for any reason, within the first 60 days of delivery, the customer is not completely satisfied with the product, it may be returned for alteration, refabrication, replacement or credit at Ottobock’s sole discretion. This guarantee does not cover customer ordering errors. No cash refund will be issued for custom-made products.
For warranty return information, please review the instructions for use accompanying the product or call Customer Service at 800.328.4058 for more information. Warranty returns are handled on a case-by-case basis at the discretion of Ottobock.