Frequently Asked Questions



Orders


How do I check the status of my order?
Please click My Account to check the status on your order. Guests will need to input your order number, email and zip code to check order status. If you’ve already created an account (Registered Users), simply access your order history under My Account. You will also receive a shipping confirmation email from us shortly after your order has shipped.

What do I do if my order never arrived?
Please contact our customer care at (800) 982-1028 or email webshop@ossur.com for further assistance. We will need your order number, email and zip code.

My product is missing parts. Who do I contact?
Please contact our customer care at (800) 982-1028 or email webshop@ossur.com for further assistance. We will need your order number, email and zip code.

I received the wrong product. How do I handle this?
Please inspect all orders immediately upon receipt. If you’ve received the wrong product contact Customer Care for a return authorization number. You can reach us by phone: (800) 982-1028 or email webshop@ossur.com for further assistance. We will need your order number, email and zip code.

What is your return policy and how do I return an item?
Please see our Return Policy for complete details including a link to a form you can fill out. Please contact our customer care at (800) 982-1028 or email webshop@ossur.com for further assistance. We will need your order number, email and zip code.

How do I cancel my order?
To change or cancel your order prior to shipment, please contact Customer Care. Össur quickly processes orders and if your order has already entered the shipping process, it cannot be updated or canceled. Please contact our customer care at (800) 982-1028 or email webshop@ossur.com for further assistance. We will need your order number, email and zip code.

When will my order ship and what are my shipping charges?
Orders can take up to 2 business days to process before shipping. Most orders will ship within 1 business day. We offer free Saver shipping on orders $30 or more. There are expedited shipping services available at additional cost, based on your location and shipping service.

Why hasn’t my product shipped yet?
Please allow up to 2 business days for processing of your order.

If 2 full business days have passed, please contact our customer care at (800) 982-1028 or email webshop@ossur.com for further assistance. We will need your order number, email and zip code. Please keep in mind we are closed for most major holidays as well.



My Account


How do I create an account?
Please click here or the person icon near the top right on the menu. Then click the “Create Account” tab on the Login page

How do I edit my account information?
Please click here or the person icon near the top right on the menu. Then click “Edit” in the “Profile” section

How do I reset my password?
Please click here or the person icon near the top right on the menu. Then click “Forgot Password” in the “Login” section. If you don't receive a password reset request please check your SPAM/Junk Mail folder.

What are the advantages of registering an account?
Registered users may receive special promotions from us. You can also easily view your entire order history and save shipping addresses in the system.

How do I delete my account and shoppers data?
Please contact our customer care at (800) 982-1028 or email webshop@ossur.com for further assistance. We will need your full name and email address.



Shipping


Where is your shipping policy?
Please click here for our shipping policy.

Do you ship outside of United States?
No, we only ship products within the United States.

Do you ship to military addresses (APO/FPO)?
Yes, but only available through our Saver shipping service, which is UPS Surepost.

Do you ship to PO boxes?
Yes, but only available through our Saver shipping service, which is UPS Surepost.

Do you offer signature required as a service-add on?
No, we are not offering this service at this time.

Do you offer In-Store Pickup?
No, we are not offering this service at this time.

Are there expedited shipping services available?
We offer 2 and 3-Day UPS services at additional cost. Please keep in mind that some orders will require up to 2 business days for processing. For urgent or special requests, please contact customer care at (800) 982-1028.

Defective, missing or damaged items will be shipped with the same service options chosen in the original order.

Where will my order ship from?
We have two warehouses strategically located within the United States. They are located in San Diego CA and Paulsboro PA. We will try to ship from the closest warehouse to you but at times we may have to use the other fulfillment center due to various reasons.



Billing


Do I have to pay sales tax?
Yes, your sales tax rate is calculated based on local tax laws.

I have a question on my charges. Who do I contact?
Please contact customer care at (800) 982-1028 or email webshop@ossur.com We will need your order number, email and zip code.

Where do I find a copy of my receipt/invoice?
Please click here or the person icon near the top right on the menu.
Login to your account
View your Order History
Find and click into your requested order
Print the Order Detail

You will also receive an order confirmation email from us shortly after your order is placed.

When will my refund appear on my credit card account?
Credits usually take 7-10 business days from the time we receive your item(s).

When will my credit card be charged?
Your credit card is captured at the time of order placement. The final authorization charge is placed at time of shipment.

Will I receive a full refund when returning partial items to a multi-item order?
You will receive a refund for the item purchased and proper sales tax. Shipping charges will not be refunded.

What payment methods do you accept?
We accept PayPal, Visa, MasterCard, American Express and Discover. We do not accept cash or checks for products ordered on this website.

Can I use my HSA/FSA card to pay for items on your website?
No, unfortunately, we are not able to accept this form of payment at this time.

How do I buy a gift certificate?
We currently do not offer gift cards.



General


How do I know what product I should buy?
As a medical device manufacturer, Össur can provide product suggestions and guidance. However we strongly suggest that you work with your physician on what’s right for you.

We have the My Brace Selector that can help you get started.

Why can’t I see or buy Össur products that are available on Ossur.com?
Some products must be prescribed by your doctor or are not available for direct to consumer purchases.

What's your mailing address?
Please visit our Contact Us page.

What is the manufacturer warranty?
Please see our Terms & Conditions.

Can you bill my insurance company?
No, we are not able to offer this service.

Can I return Össur products purchased from other websites or sellers?
No, we cannot accept products sold from other sellers. You will need to return the products to the original seller.



Discounts


How do I use a coupon?
Store.ossur.com will periodically offer special promotions with either discounts or coupon codes. Promotional discounts will appear in your shopping cart and calculated prior to payment. Coupons will note details and/or restrictions. On the View your cart page before you go to checkout you'll see an option to enter a "Promo Code".

Do you offer military discounts?
We are proud to support our US Military and offer a special 10% discount on any order by an active military member or veteran. Please email customer service at webshop@ossur.com, or call us at (800) 982-1028.

Do you offer senior citizen discounts?
We are more than happy to provide a 10% discount to our senior community. Please email customer service at webshop@ossur.com, or call us at (800) 982-1028.

Are there other discount programs available?
For large quantity purchase inquiries, please email webshop@ossur.com or call (800) 982-1028.

Affiliate marketing inquiries, please email hnlocke@ossur.com.

Do you offer Price Matches?
We do not price match other stores or marketplaces such as Amazon.com. For additional price inquiries, please email webshop@ossur.com or call (800) 982-1028.