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Technical Support Services

Our technical service team boast a combined knowledge of prescription, assessment, gait analysis, biomechanics and medical knowledge, combined with more than 20 years of manufacturing experience. This enables our technical support team to offer assistance to practitioners on device selection and prescription, for even the most complex of patients. Whilst we cannot actually prescribe devices for our customers we are happy to share our knowledge, and suggestions. We are constantly expanding our range and this technical support service is one of the primary means of learning about new products. Contact our Techncial Support Team for assistance or see our Terms & Conditions page for further details.
Every custom made device order we receive is screened by the technical department and if they require any additional information they will contact you. If you require prescription support you may call our technical support team at any time. Alternatively, you may tick the Technical box in the services section of our prescription forms. We will then hold your order and speak to you about the prescription before proceeding. This service is used by both experienced practitioners with more complex patients and less confident practitioners who are building their prescription knowledge base. In cases where patient compliance or the desired outcome is not achieved, we are committed to working with practitioners to ensure that problems are resolved in a rapid and effective manner.
PPL’s customer services team can assist you with the selection of stock products, but for more complex queries they will be redirect you to our technical team. They can also advise whether a custom made device may be more suitable. You can contact the technical team directly by phone or email. See our online prescription guides for further assistance.
Our Technical Team reviews every device returned for alteration or refurbishment and guarantees a rapid four day turnaround once instructions are clear. The Technical Team determines the type of alterations required, cost and whether or not the alteration falls under our complimentary comfort adjustment. As alterations can at times be complex and associated with compliance issues, it may be important for the Technical Team to contact you before going ahead with any changes. See further details of all adjustment and alteration services below under Custom Device Services.

Training & Education Services

Our Sales, Marketing and Education Team ensure our customers are aware of all our services and products via training courses, customer visits, online training guides, email, website updates and attendance at conference trade shows. Please see our Education area for more information on the wide variety of services available or contact our Sales Team directly.
Members of our Sales and Education Team can visit customers in their own clinics to present our product range and provide training on product selection, completing prescription forms and our ordering process. Casting, sketching and some basic assessment and prescription techniques can also be covered during customer visits. However, we recommend our training courses for customers who wish to either learn about or be refreshed on assessment and prescription. Customer visits are generally 1-2 hours long and can be undertaken for practitioners working alone, or small groups up to 6 practitioners. Customer visits can also be organised for larger groups where we recommend allowing a minimum of 2 hours.
We are always happy to show our customers around the factory, stores and offices. This is a great way to see the complexity of the manufacturing process, as well as meeting the team behind the products. This is particularly useful for more experienced practitioners who are interested in learning more about orthotic design principles and protocols. We now have a new in-house training room which can accommodate larger groups, where we can run training courses for 15-20 people.
We have a comprehensive library of easily accessible online videos and step-by-step guides to assist practitioners with assessment, product selection and prescription writing. Educational updates, research updates and news articles are also regularly posted on our website. Please see our Education area for more information.
Our Sales and Marketing Team ensure that customers are regularly updated via email, brochures, social media and our comprehensive website. They can also assist customers with images and customised forms for their own marketing activities.
We have been running post-graduate education programs across Ireland for the past twenty years. We also regularly host events and courses with international guest speakers, which have included Howard Dananberg, Bill Vincenzino and most recently Dr. Jeffrey Jensen. We also run courses tailored to the needs of specific organisations such as the HSE and Special Interest groups, where we design and present a bespoke program. Visit our Courses page for further information.

Custom Device Services

We pride ourselves on always being on time, not only do we always deliver within our standard turnover times, but also are able to offer a Fast Track service for priority orders. An additional charge is applied for this Fast Track Service which can be requested by ticking the Fast Track Service box in the services section on the prescription forms. See chart below for further details.
Turnaround Time relates to the number of days we take to manufacture the devices. The first day begins on complete orders that are received before 10am and we will dispatch the order to you on the last day. Please allow time for your orders to get to us and one day for delivery to you. Times are guaranteed only on the basis that we have received all the information required to complete the order, see our Terms & Conditions page for further details.
Product Type Standard Turnaround Time Fast Track Turnaround Time Fast Track Additional Charge
Prescription Insoles 3 working days  1 working day €12
Carbonflex Devices 4 working days  2 working days €20
Alterations & Refurbishments 4 working days  2 working days €12
Handmade Casted Orthoses 7 working days  3 working days €27
CAD CAM Casted Orthoses 7 working days  3 working days €27
Our complimentary comfort adjustment is available for all custom devices, which allows practitioners to return the devices for minor comfort and/or posting changes at no charge within three months. Minor comfort adjustments can be done to improve the fit & comfort of the devices. This may include minor trimming of a devices length / width and any alteration that can be made without removal or damage to the top covers. It does not include changing the type of postings, the length of a device, top covers or alterations to any additions applied to the top surface of the device such as midfoot or forefoot pads, cushions and lifts. 
Any devices sent back for alteration, adjustment or refurbishment must be in a reasonably hygienic and repairable state. All device alterations and adjustments will change the aesthetics of the device. See our Terms & Conditions page for further details.
The Technical Team determine the type and cost of alterations and whether or not the alteration falls under our complimentary comfort adjustment service. As alterations can at times be complex and associated with compliance issues, it may be important for the Technical Team to contact you before going ahead with any changes. The cost of the alteration or refurbishment depends on the amount of work required. If requested we will contact you with a price before we proceed. We are willing to alter devices not manufactured by PPL, however an additional charge will be applied and we disclaim any liability relating to these devices.

Any devices sent back for alteration, adjustment or refurbishment must be in a reasonably hygienic and repairable state. The materials used will be as similar as possible but may not replicate the original material. All device alterations and adjustments will change the aesthetics of the device. See our Terms & Conditions page for further details.
Our special fitting service entails having custom devices returned to you uncovered for a trial fitting period. Once tested by the patient the devices may be returned for further alteration or finishing. This service allows for two adjustments over a six week period (postal charges apply). This service is particularly useful for patients requiring complex midfoot/forefoot additions. An additional charge is applied for this service which can be requested by ticking the Special Fitting Service box in the services section of our prescription forms. For HSE customers we can also charge this service with post included to allow for easier quotations and billing. See chart below for further details.
Further adjustments or extensions of period will incur another special fitting charge, or an alteration fee will be charged as appropriate. This service does not include completely changing the nature of the device, for example, changing type of device, or changing length of device. If changing from 3/4 length to full length, an additional charge will be made. For the standard service postage will be charged for return of devices to the practitioner. Any devices sent back for alteration, adjustment or refurbishment must be in a reasonably hygienic and repairable state. All device alterations and adjustments will change the aesthetics of the device. See our Terms & Conditions page for further details.
Device Type Standard HSE - Post included
CAD CAM Casted Orthoses €22 €30
Handmade Casted Orthoses €22 €30
Carbonflex Devices €17 €25
Prescription Insoles €12 €20
Regular customers of custom orthotic devices are rewarded with our loyalty discount scheme. Repeat orders of custom products are also subject to discounts. Discounts are applicable on exact duplicates of an original order within a specified period. Discounts are also available for single device and children’s devices where the shoe size is adult size 3 and under. See our pricing page for further details.

Delivery & Collection Services

All PPL goods are dispatched using a trackable signed courier service to ensure parcels reach our customers on time. Our couriers provide a next day delivery service throughout Ireland and a two day service for the UK. See our Delivery page for full details.
Stock product orders placed before 12pm are always dispatched on the same-day for next day delivery. Orders placed after 12pm will be dispatched the following afternoon. In the event that we are out of stock of a product you have ordered, we will contact you that day and inform you of the expected delivery date.

Times are given only on the basis that we have received all the information required to complete the order. We reserve the right to delay order processing or dispatch of goods if there is information missing.
Upon request our customer service team can organise a weekly delivery to your clinic. We can hold your orders and dispatch together on a predefined day of the week to save on shipping charges. Significant savings can be made by opting for a once or twice weekly delivery. See our Delivery page for full details.
For your convenience we can arrange for our courier service to collect a package from your clinic on an agreed date. This has proven a very popular choice with our customers as it eliminates the time-consuming task of going to the post office. See our Collections page for full details.
We can provide our customers with prepaid An Post business reply labels to send us their parcels within Ireland. Prepaid An Post labels can be applied to any box, parcel or envelope and returned to us via the post office. We invoice these labels based on the weight of the package upon receipt as calculated by An Post. 
We can supply complimentary cases of 25 flat-packed cardboard boxes to assist you with sending us your casts/foam boxes. The dimensions of these boxes are 14" x 9" x 4.5", and will generally accommodate just 1-2 sets of casts. 

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