Home > Customer Care

To Place an Order:
A customer service representative is available to take your order or answer any questions you may have Monday thru Friday between the hours of 8:00 a.m. – 4:30 p.m. Pacific Standard Time.

Toll Free: 800-284-1688
Telephone: 626-452-0758
Fax: 626-452-1806
Email: info@eliteortho.com

Shipping:
Orders received by 3:00 p.m. EST will ship the same day. Special orders (custom logo/packaging) may ship the following business day.

When calculating the number of days in transit, please do not include weekends or major holidays.
Unless special shipping is specified, all orders will ship FedEx Ground.

Custom Logo:
We can add your company logo directly onto our walkers, ankle braces, night splints, etc... Contact customer service for more information.

Payment Terms:

All invoice payments are due within 30 days of the date of the invoice, unless stipulated otherwise. No shipments will be made to past due accounts.

Past Due Accounts:

Accounts that are 30 days past due will be placed on “Do Not Ship” status pending receipt of payment. These accounts may be subject to a change in their credit terms to credit card/prepayment only.

Late Fee:
A 15% late fee will be processed on all payments received after the invoice due date. Courtesy grace period of 7 days prior to late fee being charged

Warranty:
All braces supplied by Elite Orthopaedics, Inc. have a warranty of 90 days effective from the date of delivery to the purchaser.

Elite Orthopaedics, Inc. warrants to the original purchaser that product is free from defects in materials and workmanship. This warranty does not apply if the product has been altered in any way or has not been used in accordance with Instructions provided with the product. Warranty does not cover damages due to accidents, neglect, misuse or operation beyond capacity, or substitution of parts not approved by Elite Orthopaedics, Inc.

Returns:
Defective products will be replaced or credited. Please have the defective product available for return if requested.

Before returning any product, please call Customer Service for a return authorization number.

All returns are subject to the following restocking fees:
0-30 Days: 15%
31-60 Days: 25%
No returns will be accepted 60 days after date on invoice unless otherwise agreed to.

Returned product should be shipped freight paid to:
Elite Orthopaedics, Inc.
Attn: Returns Dept
1535 Santa Anita Avenue
South El Monte, CA 91733

Elite Orthopaedics can issue a return label but the shipping cost will be deducted from the refunded amount.


All returns and exchanges are subject to approval and must be in brand new condition, contain all original packing material, manuals and warranty cards. Refunds will be processed to the account once the product has been received, inspected and approved for re-stocking.

Special orders, custom items, and discounted products cannot be returned or exchanged unless defective.

Any shipping discrepancies must be reported to Elite Orthopaedics within 5 days of the delivery date. We require photographic evidence of the wrong product and all original packing materials.

Freight & Drop Ship Policy:

Charges for freight will be added to all invoices. Shipping is conducted via UPS or FedEx Ground. Freight charges determined by UPS/FedEx rates unless otherwise agreed to. Any charges for expedited orders will additionally be added to the invoice. A charge of $6.95 will be added for all products which are drop shipped.

Small Order Fee:

A small order fee of $6.95 per order will be assessed for sales orders under $100

Address Correction:

Please be sure to provide all suite or apartment numbers in your shipping address. Any incorrect, or incomplete address’ are subject to a $20/package address correction fee.

Have additional questions? Please call 800-284-1688 or email us at info@eliteortho.com