Product Guarantees
Polypropylene and Carboplastic shells are guaranteed against breakage for the functional life of the device – 3-5 years.
EVA orthoses are guaranteed against excessive compression for 6 months.
3D-printed Polyamide products are guaranteed against breakage for up to 3 years*.
Covers, additions and posts are not guaranteed as individual body chemistry, weight and activity levels will cause wear at varying rates.
As Firefly finishes the fabrication process of these orthotics, and in many cases make the necessary adjustments, when/if there is breakage, we require that you send pictures of the breakage so that we can collectively discuss the warranty claim.
If a device is cracked/broken, please let us know immediately. Please note, we must receive the returned cracked device so we can assess the shells, and process a remake.
Please contact a member of our Technical Support team for assistance with any unsatisfactory case.
Note: Any modifications to a device shell by any third party will void all or any Firefly warranty. Custom made foot orthoses can only withstand limited refurbishments over the product lifespan.
As Firefly finishes the fabrication process of these orthotics, and in many cases makes the necessary adjustments, when/if there is breakage, we require that you send pictures of the breakage so that we can collectively discuss the warranty claim.
3DP PRODUCT CONSIDERATIONS:
3D Printed: Sulcus/full length shell extensions
These may crack at the joint of the distal edge of the main body over time depending on use, body weight and activity levels. The extension can be easily removed if cracking does occur and replaced with a durable bottom cover (eg. Agoflex).
Charges will apply for the addition of any other new components or major changes to the original prescription.
Orders will not be remade under warranty should this cracking occur. The removal of the extension does not affect the functionality of the shell itself.
Intrinsic met pads
Met pads may require adjustment from time to time due to positioning/shape/depth etc.
Repositioning of a met pad that is intrinsic to the shell will be carried out as follows: It will be removed completely and replaced with a soft non-intrinsic met pad. This is completed in the lab free of charge within our standard six-month minor adjustment policy.
Charges will apply for the addition of any other new components or major changes to your original prescription.
Orders will not be remade under warranty based on intrinsic met pad positioning, shape or depth.
Fascial grooves/ Sweet Spots (when fully available)
Placing of fascial grooves or sweet spots can be difficult. Using Firefly’s Fusion App you can indicate exactly where these should be placed by marking the location on the patient’s foot before scanning.
Intolerances/incorrect positioning of fascial grooves or sweet spots will be remade within our standard six-month adjustment period or alternatively can be cushioned out with poron or filled up.
WARRANTY MODIFICATIONS
8 week free adjustment service
We change/adjust any orders that are received back in Firefly within 8 weeks of initial dispatch of the order from Firefly. This includes all additions, extensions, covers and limited shell modifications and postings.
Note: this does not cover a full re-make of any custom made orthoses.
6 Month Fit & Comfort Warranty
Minor adjustments to your original prescription for fit, function or comfort will be made at no charge within 6 months from date of shipping. Charges will apply for the addition of any new components or major changes to your original prescription.
Product Order & Dispatch
Our products are dispatched using Royal Mail’s First Class delivery service and are delivered within one to two working days.
Firefly Orthoses can offer alternative delivery options where required.
In an effort to keep costs down, we rely on Royal Mail to provide their service as stated. However, there are occasional instances, beyond the control of Firefly, where delivery times are longer than stated. Therefore, orders are only considered lost in post 15 working days from the date of dispatch.
Dispatch
There is a carriage charge on all items dispatched from Firefly. This is subsidised by Firefly Orthoses.
CONSIDERATIONS
Any modifications to a Firefly device shell by any third party will void all or any Firefly warranty. Custom made foot orthoses can only withstand limited refurbishment over the product lifespan, and can cause premature deterioration of the shell structure.
Firefly can carry out refurbishment and adjustments on non-Firefly devices. However, all adjustments are done at the podiatrist’s own risk. We are not familiar with shell materials used by other labs and cannot guarantee that the integrity of the shell will be maintained during our standard lab processes.
Note: Non-Firefly devices will incur a Special Delivery dispatch charge to ensure tracked and signed delivery.
Returns
Custom orthoses are not returnable for credit. Each device is bespoke and fabricated from a patient foot impression, and according to specific prescription instructions detailed on the Firefly order form by the clinician.
When patient compliance or the desired therapeutic outcome is not achieved, we are committed to working with you to identify the problem and create a solution.
The most common reasons for device intolerance or unsatisfactory therapeutic outcomes are:
- Poor negative casts
- Improper correction prescription
- Inappropriate shoe gear and/or poor compliance with related treatment modalities
PRODUCT ORDER & DISPATCH
UK/NI: Our products are dispatched using Royal Mail’s First-Class delivery service, and are delivered within 2-4 working days
ROI: Our products are dispatched using DPD Courier service and are delivered within 1-2 working days.
Firefly Orthoses can offer alternative delivery options where required.
In an effort to keep costs down, we rely on Royal Mail and DPD to provide their service as stated. However, there are occasional instances, beyond the control of Firefly, where delivery times are longer than stated. Therefore, orders are only considered lost in post 15 working days from the date of dispatch.
TURN AROUND TIMES
Standard Order:
- 10-12 working days manufacture from receipt of order to dispatch*
Rush Order:
- 7-9 working days manufacture from receipt of order to dispatch*
Courier Rush Order:
- 3 working days Manufacture
Digital Order:
- 10-12 working days from receipt of order to dispatch*
Richie Brace Order:
- 15-20 working days from receipt of order to dispatch*
Manual Manufacture Order:
- 15-20 days manufacture & delivery receipt of order to dispatch*
* Manufacturing times have increased due to the impact of Covid-19
** Please note: Incomplete prescription order forms will incur a cost and will cause a delay in the processing of an order.
Firefly Privacy Policy
New EU legislation, known as the General Data Protection Regulation (GDPR) has been introduced to help protect any personal information that is provided to Firefly Orthoses Ltd. The changes help provide greater transparency and security regarding your personal data. To view our privacy policy, tap the button below.