Ordering Information
We do our best to take care of every customer. Let us help you with the needs of your facility!
WillowWood Lead Times
In an effort to increase security and protection for our credit card customers, we updated the detail captured by our credit card processing system in September 2012. If you wish to pay by credit card, please have your card with you when placing your first order. After your initial order, we can store your card information within the our credit card system. We will also request the 3-digit security code located on the back of the card. Please have your card handy when placing your order.
| Product | Delivery time |
|---|---|
| Stock products: Feet, prefabricated liners, modular components | Orders received before 1:00 p.m. (EST): same-day shipping Orders received after 1:00 p.m. (EST): ship next business day |
| Special orders: Varies by product | Contact Customer Care for specific lead times. |
| Custom Solutions Lead Times: Positive Model Carvings |
Before Noon (EST): same day, After Noon (EST): 1 day |
| Custom Solutions Lead Times: BK and AK Check Sockets |
Before Noon (EST): same day, After Noon (EST): 1-day Single Lamination or Polypro/Co-Poly |
| Custom Solutions Lead Times: Definitive Sockets |
1 day Single Lamination, 3 days Polypro/Co-Poly with a Flexible Inner |
| Custom Solutions Lead Times: Definitive Sockets |
3 days Double Laminations with a Flexible Liner, 5 days Laminated Frame |
| Custom Solutions Lead Times: Shaping of Foam Covers |
1 day BK Cover, 2 days AK Foam Cover |
| Custom Solutions Lead Times: WillowWood One Definitive Sockets |
5 business days after the date of receipt of the final diagnostic socket |
| Custom Solutions Lead Times: RevoFit Definitive Sockets |
5 days, With Flexible Inner 7 days |
| Alpha DESIGN® Liners | Cushion Liners: 5-10 days, Locking Liners: 5-10 days |
Our Customers
Our customers are certified prosthetists who have completed prosthetic education programs and have been certified by either the American Board for Certification in Orthotics, Prosthetics & Pedorthics or the Board of Certification/Accreditation, International. We only sell to certified prosthetists and their facilities because our products require technical and clinical knowledge for accurate selection and patient fitting. We do not sell products directly to amputees. If you are an amputee and interested in one of our products, talk to your prosthetist to see if it might be suitable for you.
Order Confirmations
Order confirmations may be supplied directly to customers. Confirmations allow customers to verify order accuracy and scheduled ship dates. This is a FREE service. Click here to sign-up and to receive order confirmations.
WillowWood Shipping Options
WillowWood Warranty Information
WillowWood warrants that each product manufactured will, at the time of delivery, be of workmanlike quality and substantially free of defects. WillowWood makes no other warranty, implied or expressed, and makes no warranty of merchantability or fitness for a particular purpose. This warranty shall terminate immediately upon an action to combine our products with other materials or in any manner change the nature of our products.
The remedy is repair or replacement or a prorated refund at the discretion of WillowWood. If a replacement product is provided to a customer, the warranty period will be the number of days remaining on the original warranty. WillowWood’s liability shall not exceed the purchase price of the product. WillowWood is not responsible for any indirect, incidental or consequential damage.
This policy is intended as a guideline for WillowWood customers when returning merchandise for prorated credit or replacement. Upon receipt of new merchandise, the customer should inspect all products for damage in transit, missing pieces, or errors in order processing. When a customer wishes to return a product to WillowWood, the following guidelines should be followed:
On the date a Return Merchandise Authorization (RMA) is requested, the merchandise being returned should either be: (1) in resalable condition, (2) unopened and (3) no older than 90 days from date of the original invoice.
If a facility needs to return a non-used WillowWood product for credit that was originally purchased from a distributor, the customer should contact the distributor for a RMA.
| Product | Warranty Duration | Warranty/Trial Start Date |
|---|---|---|
| Pre-Fabricated Liners | 12 months | Date of patient fitting |
| Alpha DESIGN® Liners* | 12 months | Date of patient fitting |
| Alpha Classic® Sleeve | 2 months | Date of patient fitting |
| Alpha Hybrid® Sleeve & Hybrid AK Sleeve | 3 months | Date of patient fitting |
| Alpha Control Liners | 16 months | Date of patient fitting |
| Pediatric SACH Foot & Pediatric Impulse® Foot | 12 months | Date of patient fitting |
| LimbLogic® Sleeve | 3 months | Date of patient fitting |
| SACH, Single-Axis, DuraWalk, & Impulse® Feet | 12 months | Date of patient fitting |
| Impulse® Ankle | 12 months | Date of patient fitting |
| Koa | 36 months | Date of patient fitting |
| Foot Shells/Koa Foot Shell | 9 months/6 months | Date of patient fitting |
| META® Feet | 36 months | Date of patient fitting |
| META® Feet (Arc, Shock, Shock X) | 36 months | Date of patient fitting |
| LimbLogic® | 24 months | Date of patient fitting |
| WillowWood One® System: LimbLogic Pump | 24 months | Date of patient fitting |
| WillowWood One® System: Liner, One Gel Sock | 12 months | Date of patient fitting |
| WillowWood One® System: Definitive Socket | 3 months | Date of patient fitting |
| Custom Solutions Services (workmanship) | 90 days | Date of patient fitting |
* Initial Alpha DESIGN Liners ordered with part numbers ending in “OT” or “EO” will be fabricated based on customer-provided specifications. If a customer is not satisfied with the initial DESIGN liner, it may be returned within 30 days of patient fitting for alteration, replacement, or credit at the sole discretion of WillowWood (trial period does not apply to duplicate DESIGN liners). Credit will only be applied if it is determined the product is not appropriate for the intended patient. Returns will not be accepted for customer errors.
WillowWood Trial Period Information
Products not included in the chart below do not include a trial period.
| Product | Trial Duration | Trial Start Date | Return Policy |
|---|---|---|---|
| Pre-Fabricated Liners | 30 days | Date of patient fitting | Credit will be offered for patient rejection.**Exchange for different Alpha Liner will be offered for all other circumstances. |
| Initial Alpha DESIGN® Liners (part number ending in “OT” or “EO” | 30 days | Date of patient fitting | Credit only applied if determined the product is not appropriate for the intended patient. Returns will not be accepted for customer errors.* |
| Alpha Control Liner System | No Trial | No trial period available for this product | |
| Impulse® Foot/Ankle | 30 days | Date of patient fitting | Credit will be applied upon receipt of product return |
| Koa | 60 days | Date of patient fitting | Credit will be applied upon receipt of product return |
| META® Feet (Core, Arc, Shock, Shock X) | 60 days | Date of patient fitting | Credit will be applied upon receipt of product return |
| LimbLogic® | 60 days | Date of patient fitting | Credit will be applied upon receipt of product return |
| WillowWood One® System: Definitive Socket not Fabricated | 60 days | Date of patient fitting | Credit will be applied for liner kit, LimbLogic, and socket fabrication |
| WillowWood One System: Definitive Socket Fabricated | 60 days | Date of patient fitting | Credit will be applied for liner kit and LimbLogic. Credit will not be issued for fabrication services. |
| Custom Solutions Services | 10 days | Date of patient fitting | Credit will be applied upon approval and/or after evaluation of returned product. |
WillowWood Return Process
Liner Products Purchased from a Distributor
Contact your preferred distributor from which you purchased the liner. Your distributor will handle the liner return. Please note that Alpha DESIGN Liners must be returned to WillowWood directly following the process below.
Product Returns to WillowWood
If you need to return any product to WillowWood, please download and complete the Product Return Authorization Form. Send the completed form to Customer Care at customerservice@willowwood.com and they will respond with an RMA number. Or call Customer Care at 1.800.848.4930 to obtain the RMA number. An RMA number must be obtained before any product is returned to WillowWood.
- Account number or company name
- Purchase order number and/or serial number
- Quantity to be returned
- Reason for return
Call Customer Care at 1.800.848.4930 and obtain an RMA number. This must be done before any product is returned to WillowWood.
Pack the product to be returned and include the completed Product Return Authorization Form in the box. Write the RMA number clearly on the outside of the packing box.
