When can I expect my order?
Chinook will send out the finished orthotics within 6 business days of receiving your order. If we have any issue with completing your order (i.e.: incomplete information) a hold will be placed and you will be contacted immediately. Please note orders received after 12pm will be processed the next business day. Orders will be processed when we receive ALL of the information necessary to complete the order. Please ensure your order form is filled out properly and you include all the necessary information for complex or irregular orders (i.e.: photos for offloads) with the casts or 3D scans. 3 business day rush service is available at a cost of $65 per pair.
What do I need to Include with my order?
This depends on your casting/scanning method.
If you prefer to provide plaster casts, slipper casts, existing positive molds, or a foam box impression a complete order includes:
-Your preferred casting method or existing positive molds
-A Work Order Form with all required fields completed
-(Optional) Any additional relevant information such as:
-Existing orthotics for reference
-Specialized and or difficult-to-fit footwear such as ski boots, hockey skates, cleats. (Exact tracings of insoles can also be used for this purpose
Please follow these steps when shipping casts to Chinook Orthotic Laboratory:
1. Dry casts for one full day before packing (or accelerate with microwave oven).
2. Label casts with both the practitioner’s and patient’s names.
3. Include the completed Work Order Form.
4. Pack dry casts tightly in a box.
5. Address the shipping carton clearly and completely.
6. Contact us if you have any questions.
Shipping Address: #3 - 6120, 11th Street S.E. Calgary, Alberta T2L 2H7
If you prefer to provide 3D scans and digital order forms a complete order includes:
-Bilateral 3D scans
-Digital copy (PDF) or app based copy of a Work Order Form with all required fields
-(Optional) Any additional relevant information
What is the Shipping and Receiving Process?
All shipping fees are the responsibility of the sender. Practitioners are required to pay the shipping costs to our lab. Chinook Orthotic Laboratory uses 5 Star courier service within Calgary for same day shipping for a flat-rate. Return shipping is invoiced back to the practitioner; accounts with an established volume of 40 pairs or more per month will receive free shipping both ways from Chinook Orthotic Laboratory, and orders of 3 or more pairs of orthotics will receive free return shipping. The cost of shipping orthotics to the lab for adjustments, recovering or to be rebuilt is always the responsibility of the practitioner regardless of their volume, unless it is included in a shipment of new casts.
Chinook Orthotic Laboratory uses 5 Star courier service within Calgary for same day shipping. Please contact us for the best option in your area, outside of Calgary.
Do you offer a warranty?
All plastics, polypropylene, and co-polymers are guaranteed against breakage for the functional life of the device.
EVA orthoses and laminates are guaranteed against excessive compression for 6 months.
Graphite, Composite, and fibreglass shell materials are to the discretion of the distributor and as such are not covered under Chinook Lab warranty. Chinook Lab will act on your behalf in pursuing warranty for cracked or damaged shell materials of this nature.
Top and Bottom Covers, additions and posts are not guaranteed as individual body chemistry, weight and activity will wear at different rates.
Within 3 months of orthotic's completion, Chinook makes all required minor adjustments at no charge. Charges will apply for major changes to your original prescription; cost of repeat orthotics will apply in the event that you wish to change orthotic styles. After 3 months, adjustments are charged on a time basis.