Ordering Custom Made Devices

Placing a Custom Made Device Order

You may also choose to post your orders to our office. This may be particularly convenient when sending casts/foam boxes or when foot sketches are required. We can supply complimentary flat-packed cardboard boxes to assist you with sending us your casts/foam boxes. We advise caution when packing boxes to avoid damage to casts. Newspaper or bubble wrap should be used to protect the casts. Patient details should be clearly enclosed with all casts to ensure there is no mix-up when processing your order.

For your convenience we can arrange for our courier service to collect a package from your clinic on an agreed date for a standard delivery charge. Simply call our customer service department to arrange. This has proven a very popular choice with our customers as it eliminates the time-consuming task of going to the post office.


Reliable Turnaround Times

Our typical turnaround times are between 5 and 10 working days. If your patients need their devices sooner, opt for the Fast Track service of 3 to 5 days for an additional fee.  Turnaround times are guaranteed assuming that your order instructions are confirmed on the first working day the order is received. 

How to Order?  Tick the Fast Track Service box on the prescription form

Product Type Standard  Fast Track 
Prescription Insoles 5 working days  3 working days 
Carbonflex Devices 5 working days  3 working days 
Alterations & Refurbishments 5 working days  3 working days 
CAD CAM Casted Orthoses 10 working days  5 working days 
Handmade Casted Orthoses 10 working days  5 working days 


Comfort Adjustment Service

Some patients’ custom made devices may need adjusting. You can get a free adjustment service on the devices we make within a 3 month timeframe from receipt. 

  • Adjustment to extrinsic posting and wedging
  • Trimming down of device length or width
  • Reducing height of heel cups and borders
  • Removal or trimming of heel raises
  • See Alteration and Refurbishment Service for all other adjustments

How?  Send your devices and instructions to us.


Alteration and Refurbishment Service

Extend the lifecycle of your patients’ devices with our alteration and refurbishment service.

  • You’ll always get a quote for approval before refurbishment begins
  • Cost depends on the work needed
  • Devices must be reasonably hygienic and repairable
  • Materials used may not exactly replicate the original, but will always be of equal quality
  • Non-PPL devices can be altered for an additional charge

How?  Send us your patients’ devices and your instructions


Special Fitting Service

More complex conditions often need non-standard additions to patients’ devices. You can offer your patients a trial fitting of an uncovered PPL device. This includes

  • 6 week trial period
  • 2 returns for adjustment and/or final covering
  • Postal charges applied separately

How?  Tick the Special Fitting Service box on the prescription form


Fitting to Footwear Service

All types of footwear can be fitted with custom made devices. Get the perfect fit for your patients’ footwear by following these steps:

  • Order PPL’s medical grade footwear alongside devices
  • Include a footwear template, drawing, or insole giving the internal shape of the shoe

You can even send us your patients’ footwear and the custom device order for fitting. Their property will be protected using our in-house customer property tracking system.


Repeat Prescription Service

Save time – and money – on future orders with our repeat prescription service which is available for most custom made devices.

  • Your prescriptions, sketches, and digital scans can be stored for 5 years
  • Your patients’ plaster casts are stored for 1 month, but we can return them to you by request
  • Discount for multiple pairs ordered at once and repeats of certain devices within a specified period.


Technical Support

Whether you’re beginning your career, or you’re an experienced practitioner treating complex patients’ needs, our technical support team is here to help.

Choose one-to-one prescription support to ensure that your custom made device orders match your patients’ individual requirements.

 Every prescription for a custom device is reviewed by our technical team. If anything is unclear, we’ll be in touch to make sure we get things right.

Need Technical Support?  Tick the Technical box on the prescription form

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