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Superior Service

Our focus on continually improving our processes enable us to deliver a simple and seamless customer experience from ordering and delivery through to ongoing support and education.

Customer Service

Our dedicated and trained customer service team are available to assist with orders, questions or technical enquiries.

Prosthetic Solutions
Email: [email protected]
Tel: +61 2 8838 2800


OA & Injury Solutions
Email: [email protected]
Tel: 1300 123 268
Tel: + 61 3 8761 6408

Ordering

We make it as convenient as possible for orders to be made online, offline and over the phone providing an easy reference catalogue and ordering system.

  • Orders can be placed any time of day and all shipments for locally stocked products will be made within 24 hours of receiving the order.
  • Orders received by 3pm AEST will be shipped on the same day.

Trials & Returns

Our trial program provides Prosthetists, Clinicians and their patients a risk free way of test driving the products to ensure optimal comfort and fit before they buy.

  • Interfaces can be purchased and returned within 30 days for a full credit of the purchase price from the purchase date.
  • With few exceptions, all of our foot models are provided with a 60 day trial period. During these 60 days, size, category and configuration can be exchanged.
  • If the patient is not satisfied with the prosthetic foot for any reason, the Prosthetist can return the unit to Össur for a full refund within 60 days from the invoice date.
  • Össur Knees do not include trial periods, however, if a customer requests an Össur Mechanical Knee for trial, customer service can provide a loaner knee at no cost.
  • Össur also provides loaner knees during servicing at no additional cost.
  • Loaner units of our Bionic devices for trial and servicing are available.

Complimentary training is available for all Össur products.

Stock & Delivery

We take great care in ensuring that our products are readily available, packaged according to quality standards and shipped in a timely and secure manner.

  • Stock is maintained on a weekly basis in our warehouse to minimise order turnaround times. Locally stocked items are shipped on the same day an order is placed.
  • All customer service representatives can access stock levels and will advise customers immediately with a phone call regarding product availability at the time the order is placed. If a product is not locally stocked, the item will be ordered from our international warehouse and delivered within the week.
  • Credible and reliable courier services are used to ensure a prompt overnight delivery to most locations in Australia and New Zealand. Products are delivered on time and in the same condition as when they leave the warehouse.