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Ordering Information

Ordering Information

We do our best to take care of every customer. Let us help you with the needs of your facility!

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.

Lead Times
Order Confirmations
Our Customers
Shipping Options
Warranty Information
Trial Period Information
Returns Process

WillowWood Lead Times
Stock Products: Feet, prefabricated liners, modular components
Orders received before 1:00 p.m. (Eastern): same-day shipping
Orders received after 1:00 p.m. (Eastern): ship next business day

Special orders: Varies by product. Contact Customer Care for specific lead times.

Custom Fabrication Lead Times:
Positive Model Carvings:
Before Noon (Eastern): same day
After Noon (Eastern) 1 day
BK and AK Check Sockets:
Before Noon (Eastern): same day
After Noon (Eastern) 1-day
Single Lamination or Polypro/Co-Poly Definitive Sockets: 1 day
Double Laminations or Exoskeletal Definitive Sockets: 3 days
Sockets with a Flexible Liner and Laminated Frame: 4 days
Shaping of BK Foam Covers: 1 day
Shaping of AK Foam Covers: 2 days

WillowWood One Definitive Sockets:
5 business days after the date of receipt of the final diagnostic socket

Alpha DESIGN® Liners
Cushion Liners: 7-10 days
Locking Liners: 7-10 days
AK Comfort Cuff: 7-10 days

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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.

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WillowWood Shipping Options
We offer the following carrier options:

  • UPS
  • FedEX
  • U.S. Postal Service
  • Motor Freight (your choice)

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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) within warranty guidelines OR (2) in resalable condition and no older than one year 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 invoice from seller
Alpha DESIGN® Liners* 12 months Date of invoice from WillowWood*
Alpha Classic® Sleeve 2 months Date of invoice from WillowWood
Alpha Hybrid® Sleeve & Hybrid AK Sleeve 3 months Date of invoice from WillowWood
Pediatric SACH Foot & Pediatric Impulse® Foot 12 months Date of invoice
LimbLogic® Sleeve 3 months Date of invoice
SACH, Single-Axis, DuraWalk, Earthwalk™, Magnum, Impulse® & Carbon Copy® Feet 12 months Date of invoice from WillowWood
Impulse® Ankle & Earthwalk™ 2 Ankle 12 months Date of invoice from WillowWood
Trailblazer™, PathFinder® II, DuraLite™, Fusion™ 36 months Date of invoice from WillowWood
Foot Shells 9 months Date of invoice from WillowWood
LimbLogic® 24 months Date of invoice from WillowWood
WillowWood® One System
– LimbLogic Pump
– Liner, One Gel Sock
– Definitive Socket
– 24 months
– 12 months
– 2 months
Date of invoice from WillowWood
Custom Solutions Services 60 days Date of invoice from WillowWood
Exlcudes WillowWood One System
OMEGA® Carver 12 months Date of invoice from WillowWood

* Alpha DESIGN Liners will be fabricated based on customer-provided specifications. If a customer is not satisfied with the product, it may be returned within 30 days of invoice for alteration, replacement, or credit at the sole discretion of WillowWood. 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 day Date of seller’s invoice. Credit will be offered for patient rejection.**
Exchange for different Alpha Liner will be offered for all other circumstances.
Alpha DESIGN® Liners (custom) 30 day Date of invoice from WillowWood* Credit only applied if determined the product is not appropriate for the intended patient. Returns will not be accepted for customer errors.*
Impulse® & Earthwalk™ 2 Feet/Ankles 30 days Date of invoice Credit will be applied upon receipt of product return
Trailblazer™, PathFinder®, DuraLite™, Fusion™ 60 days Date of invoice Credit will be applied upon receipt of product return
LimbLogic® 30 days Date of invoice Credit will be applied upon receipt of product return
WillowWood® One System: Definitive Socket not Fabricated 30 days Date of Invoice Credit will be applied for liner kit, LimbLogic, and socket fabrication
WillowWood One System: Definitive Socket Fabricated 30 days Socket Ship Date from WillowWood Credit will be applied for liner kit and LimbLogic. Credit will not be issued for fabrication services.
Custom Solutions Services 10 days Date of invoice Credit will be applied upon approval and/or after evaluation of returned product. Excludes WillowWood One System.

**Patient rejection is defined as “product not appropriate for patient”.

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WillowWood Return Process

Liner Products
Contact your preferred distributor from which you purchased the liner. Your distributor will handle liner returns. Please note that custom Alpha DESIGN Liners must be returned to WillowWood directly; follow the process below for returning standard products.

Standard Products
If you need to return any standard product to WillowWood, please use the following process. Be prepared to provide the requested information:

  • 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. Write the RMA number clearly on the outside of the packing box and on the inside of the box.

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