Shipping and Returns
SHIPPING: All orders are shipped by UPS / Canada Post / Purolator or Day and Ross (4’ x 4’, skids etc.), unless otherwise specified by the customer. There may be a delay in shipping when a different carrier is requested, and customer will not be credited for any freight free offers with this method. In order to provide you greater visibility of your shipments via UPS, we will request an email address for shipping notifications. You will be notified of when the shipment has been picked up, any exceptions and upon delivery. You can also check on the status of your shipment by following the tracking number link provided by email. All orders of $400.00 or more will be shipped freight free via UPS standard ground service. If a higher level service is requested, the cost difference will be charged. Some exceptions apply to the $400.00 free shipping. This includes but is not limited to: special order items, equipment purchases, and custom fabrication. For orders shipped on skid, our freight free point is $1300.00 CAD.
DROP SHIPMENTS: These do not occur often, but when they do we may assess a $40.00 RUSH drop shipment fee from some of our vendors. All drop shipments from the USA will be shipped via UPS Express Saver. We do this to assure the lowest landed costs as it saves on brokerage fees and in some cases duties and taxes. If you have a brokerage account we will require the full company name, address, point of contact, phone and fax as well as your account number. This is required for the NAFTA paperwork (if applicable) and to reduce the chance of the shipment being held and delayed at customs for clearance.
BACK ORDER STATUS: Customers will be notified by phone or email when we have more information regarding any back ordered items. Back ordered items count towards freight free shipping, but if a back ordered product is cancelled at a later date and the original order is reduced to less than $400.00 (freight free minimum), shipping charges will apply. Additional freight charges will not apply when regular stock items are back ordered.
RETURNS: A return authorization number is required for every return of regular stock items. You may request an RA Form or use the PDF on our website once the return is authorized by MOT Inc. All items must be in saleable condition. Freight expense will be the customer’s responsibility unless MOT Inc. has made an error. Any shipping errors must be reported to MOT Inc. within two days of receipt of order. Special order items are not returnable unless we have made an error in your specifications. A copy of the invoice or packing slip and a Return Authorization Form must accompany all returns. This will assure both parties have accurate tracking and paperwork. Appropriate credit will be applied to your account. A re-stocking charge of up to 25% may apply if deemed necessary by MOT Inc. on regular stock items. At our discretion, MOT Inc. may authorize a return on a Special Order item(s) but will assess a 40% restock fee.
WARRANTY/REPAIRS: Custom orthopedic devices fabricated completely (components included) by Myrdal Orthopedic Technologies (MOT Inc.) are warranted for a period of three months from the delivery date. Non-warranty repairs are covered for a period of two months from the repair date. MOT Inc. will deal with any manufacturer’s warranty on products supplied by MOT Inc. Any unauthorized repairs, deviation from directions or modifications will void the manufacturer’s warranty. MOT Inc. requires all serial numbers, purchase date, and original invoice number when making a claim.
CLAIMS FOR DAMAGES: These are usually the responsibility of the delivering carrier. Make sure to notify the delivery driver when accepting a damaged package. Save shipping cartons and packing materials for inspection. Please do not return merchandise but notify us (no later than two days from receipt of order).We will provide you with all the necessary information to make a damage claim. Note: All orthopedic appliances sold by MOT Inc. are the ultimate responsibility of the person or persons, proprietorship or corporation that supplies the product to the end user. MOT Inc. will accept no liable responsibilities for products being dispensed to the aforementioned end user.
