Policies and Procedures

Order Placement

In order for us to quickly expedite your order, you must complete our Prescribe by Picture prescription form. Prescriber and patient fields, especially the date of birth field are important for uniquely identifying cast scans and orthotic computer models in our database. Clearly mark any accommodations or reference points on either the cast, scan or prescription form. The bottom of the cast should clearly indicate the patient's name. Please do not indicate this information on the side walls or any inside area of the cast.


Please ensure casts are thoroughly dry before packing. Suitable packaging should be used to prevent distortion in transit. All products are returned via "Express Post" bags or Courier. To minimise shipping costs, every effort is made to ship multiple orders together. Goods will be dispatched within 3-5 working days from the date of arrival, unless otherwise specified.

Cast/Scan Storage

Scanned images of your patient's casts as well as their orthosis shape are stored indefinitely.


Polypropylene shells are guaranteed against breakage under normal wearing conditions for a period of 12 months from the date of manufacture. EVA shells are guaranteed against excessive compression for a period of 6 months from the date of manufacture.


All custom orthoses are manufactured to your exact specifications and are not returnable for refund or credit. If Virtual Orthotics does not fill the prescription as specified, all work will be corrected at no charge.


Payment must be made within 14 days from the invoice date. Failure to pay within this period will exempt this invoice from discount calculations. After 30 days, a 2.5% per month service charge will be applied to any outstanding balance. No work will be processed for any account past 60 days due. An account reaching this status may be reinstated after negotiation.