Frequently Asked Questions (FAQ)
At Orthotic Technical Services, we supply high-quality orthoses, braces, and support devices to hospitals, allied health clinics, and patients across Australia. Below are answers to common questions to help you navigate our products, ordering process, and policies.
General Information FAQs
1. Can anyone purchase from Orthotic Technical Services?
Yes, patients and the general public can purchase most OTS products online. However, some items are exclusive to healthcare providers. Wholesale access requires a verified account. If you are a clinic, hospital, or allied health provider, please register for a wholesale account here.
2. Do I need a referral to purchase your products?
While patients can order directly, we recommend consulting a healthcare professional to ensure the product is suitable for your condition. Our devices are designed for support, recovery, and mobility, and selection is best guided by a clinician.
3. Can I get advice on which product is right for me?
Yes. Our team provides expert guidance to healthcare providers and referred patients. We do not perform fittings, but we can provide detailed product information to help make informed decisions.
4. How do I know if a product is suitable for paediatric use?
Our product descriptions indicate whether an item is suitable for children. Paediatric orthoses are designed to support healthy growth and mobility safely under clinical supervision.
Ordering & Payment FAQs
5. How do I place an order?
Orders can be placed directly through our website. Browse our categories, add items to your cart, and complete checkout securely. Wholesale customers should log in to access wholesale pricing.
6. Can I combine retail and wholesale items in one order?
Yes. However, wholesale pricing only applies when logged in as a wholesale account holder and selecting wholesale items.
7. How do I pay for my order?
We accept credit card and PayPal payments for online orders. Wholesale customers may also place orders on account once their account is approved.
8. Are your products covered by insurance or NDIS?
Some products may be eligible under certain health insurance or NDIS plans. Patients should confirm with their insurer or plan manager before ordering.
Delivery FAQs
9. How long will it take for my order to arrive?
Most orders placed online before 2 pm on a business day are dispatched the same day. Delivery is usually via StarTrack or Couriers Please. For bulky or oversized items, alternative couriers may be used.
10. Can I track my order?
Yes. A tracking number will be emailed to you once your order is dispatched. If you do not receive a tracking number, please contact us.
11. Do you ship internationally?
Yes. International customers should email ots@grenace.com with order details and shipping information. We will provide shipping costs and options.
Returns & Refunds FAQs
12. Can I return a product?
Yes. Returns are accepted within 30 days. Items must be in original condition and packaging, and unworn aside from trying on for size.
13. What if the product is faulty?
If goods are faulty, contact us immediately. Our Grenace products have a 1-year warranty, provided they have not been modified.
14. Can I get a refund for the difference between retail and wholesale pricing?
Refunds are not available for pricing differences. If a wholesale customer orders without logging in or selecting the wholesale item, we will not refund the difference. Orders placed on account are automatically charged the wholesale price.
15. How do I initiate a return?
Contact our team via ots@grenace.com or call 03 9776 9233 with your order details. We will guide you through the process.
Product Use & Maintenance FAQs
16. How do I clean my orthosis or brace?
Wipe the device with a damp cloth and mild detergent. Avoid machine washing unless specified. Straps and padding can be cleaned separately.
17. What should I do if my product doesn’t fit properly?
We do not provide fittings. Please consult your healthcare provider to adjust the device for optimal comfort and support.
18. Do you offer product warranties?
Yes. Grenace products carry a 1-year warranty, covering manufacturing faults. Products altered or modified are excluded.
Contact & Support FAQs
19. How can I contact Orthotic Technical Services?
Phone: 03 9776 9233
Email: ots@grenace.com
Postal Address: P.O. Box 1091, Frankston, VIC 3199
Clinic Address: 16A Peninsula Boulevard, Seaford, VIC 3198
Our team can assist with order inquiries, product guidance, wholesale applications, or returns, ensuring a smooth and reliable experience.
