Ordering Information
We do our best to take care of every customer. Let us help you with the needs of your facility!
In an effort to increase security and protection for our credit card customers, we are changing our credit card processing system. Use of the new system begins September 1, 2012. If you wish to pay by credit card, please have your card with you when placing your first order under the new system. After this initial order, we can store your card information within the new credit card system. We will also now request the 3-digit security code located on the back of the card. Please have your card handy when placing your order.
Lead Times
Our Customers
Shipping Options
Warranty Information
Returns Process
WillowWood Lead Times
Stock Products: Feet, prefabricated liners, modular components
Orders received before 1:00 p.m. (EST): same-day shipping
Orders received after 1:00 p.m. (EST): ship next business day
Special orders: 3 days
Custom Fabrication Lead Times:
Positive Model Carvings:
Before Noon (EST): same day
After Noon (EST) 1 day
BK and AK Check Sockets:
Before Noon (EST): same day
After Noon (EST) 1-day
Single Lamination or Polypro/Co-Poly Definitive Sockets: 1 day
Double Laminations or Exoskeletal Definitive Sockets: 3 days
Sockets with a Flexible Liner and Laminated Frame: 4 days
Shaping of BK Foam Covers: 1 day
Shaping of AK Foam Covers: 2 days
Alpha DESIGN® Liners
Cushion Liners: 3 days
Locking Liners: 4-days
AK Comfort Cuff: 4-days
Our Customers
Our customers are certified prosthetists who have completed prosthetic education programs and have been certified by either the American Board for Certification in Orthotics, Prosthetics & Pedorthics or the Board of Certification/Accreditation, International. We only sell to certified prosthetists and their facilities because our products require technical and clinical knowledge for accurate selection and patient fitting. We do not sell products directly to amputees. If you are an amputee and interested in one of our products, talk to your prosthetist to see if it might be suitable for you.
WillowWood Shipping Options
We offer the following carrier options:
- UPS
- FedEX
- U.S. Postal Service
- Motor Freight (your choice)
WillowWood Warranty Information
WillowWood warrants that each product manufactured will, at the time of delivery, be of workmanlike quality and substantially free of defects. WillowWood makes no other warranty, implied or expressed, and makes no warranty of merchantability or fitness for a particular purpose. This warranty shall terminate immediately upon an action to combine our products with other materials or in any manner change the nature of our products. The remedy is repair or replacement or a prorated refund at the discretion of WillowWood. If a replacement product is provided to a customer, the warranty period will be the number of days remaining on the original warranty. WillowWood’s liability shall not exceed the purchase price of the product. WillowWood is not responsible for any indirect, incidental or consequential damage.
This policy is intended as a guideline for WillowWood customers when returning merchandise for prorated credit or replacement. Upon receipt of new merchandise, the customer should inspect all products for damage in transit, missing pieces, or errors in order processing. When a customer wishes to return a product to WillowWood, the following guidelines should be followed:
- On the date a Return Merchandise Authorization (RMA) is requested, the merchandise being returned should either be: (1) within warranty guidelines OR (2) in resalable condition and no older than one year from date of the original invoice.
- If a facility needs to return a non-used WillowWood product for credit that was originally purchased from a distributor, the customer should contact the distributor for a RMA.
| Product | Warranty Duration | Warranty/Trial Start Date |
| Pre-Fabricated Liners | 12 months | Date of invoice from seller. |
| Alpha DESIGN® Liners* | 12 months | Date of invoice from WillowWood* |
| Alpha® Original & Spirit Suction Seal | 2 months | Date of invoice from WillowWood |
| Alpha Flex & AK Sleeve | 3 months | Date of invoice from WillowWood |
| SACH, Single-Axis, Earthwalk™, Magnum, Impulse® & Carbon Copy® Feet | 12 months and 3 weeks | Date of invoice from WillowWood |
| Impulse® Ankle & Earthwalk™ 2 Ankle | 12 months and 3 weeks | Date of invoice from WillowWood |
| Trailblazer™, PathFinder® II, DuraLite™, Fusion™ | 36 months | Date of invoice from WillowWood |
| Foot Shell | 9 months | Date of invoice from WillowWood |
| LimbLogic® VS - NEW | 24 months | Date of invoice from WillowWood |
| LimbLogic VS – Basic Refurbishment | 3 months | Date of invoice from WillowWood |
| LimbLogic VS – Advanced Refurbishment | 6 months | Date of invoice from WillowWood |
* Alpha DESIGN Liners will be fabricated based on customer-provided specifications. If a customer is not satisfied with the product, it may be returned within 30 days of invoice for alteration, replacement, or credit at the sole discretion of WillowWood. Credit will only be applied if it is determined the product is not appropriate for the intended patient. Returns will not be accepted for customer errors.
| Product | Trial Duration | Trial Start Date | Return Policy |
| Pre-Fabricated Liners | 30 day | Date of seller's invoice. | Credit will be offered for patient rejection.** Exchange for different Alpha Liner will be offered for all other circumstances. |
| Alpha DESIGN® Liners (custom) | 30 day | Date of invoice from WillowWood* | Credit only applied if determined the product is not appropriate for the intended patient. Returns will not be accepted for customer errors.* |
| Impulse® & Earthwalk™ 2 Feet/Ankles | 30 days | Date of invoice | Credit will be applied upon receipt of product return |
| Trailblazer™, PathFinder®, DuraLite™, Fusion™ | 60 days | Date of invoice | Credit will be applied upon receipt of product return |
| LimbLogic™ VS | 30 days | Date of invoice | Credit will be applied upon receipt of product return |
**Patient rejection is defined as "product not appropriate for patient".
WillowWood Return Process
Liner Products
Contact your preferred distributor from which you purchased the liner. Your distributor will handle liner returns. Please note that custom Alpha DESIGN Liners must be returned to WillowWood directly; follow the process below for returning standard products.
Standard Products
If you need to return any standard product to WillowWood, please use the following process. Be prepared to provide the requested information:
- Account number or company name
- Purchase order number and/or serial number
- Quantity to be returned
- Reason for return
Call Customer Care at 1.800.848.4930 and obtain an RMA number. This must be done before any product is returned to WillowWood.
Pack the product to be returned. Write the RMA number clearly on the outside of the packing box and on the inside of the box.