Technical Support Services
Custom Device Prescription Support
Stock Product Selection Support
Alteration & Refurbishment Review
Training & Education Services
Customer Visits & Training
Custom Device Services
Standard Turnaround Times & Fast Track
|Product Type||Standard Turnaround Time||Fast Track Turnaround Time|
|Prescription Insoles||3 working days||1 working day|
|Carbonflex Devices||4 working days||2 working days|
|Alterations & Refurbishments||4 working days||2 working days|
|Handmade Casted Orthoses||7 working days||3 working days|
|CAD CAM Casted Orthoses||7 working days||3 working days|
Complimentary Comfort Adjustments
Any devices sent back for alteration or refurbishment must be in a reasonably hygienic and repairable state. All device alterations will change the aesthetic of the device. Please see our Terms & Conditions page for further details.
Alterations & Refurbishments
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.
Special Fitting Service
Further adjustments to the device, or extensions of the allotted trial period will incur a further Special Fitting Charge. Alternatively, an alteration fee will be charged as appropriate. This service does not apply to any adjustment which manifestly changes the nature of the device. This includes changing the model of device, device length etc. For the standard service, postage will be charged for return of devices to the practitioner. Any device returned 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.
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 traceable 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.
Order Turnaround Time
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.
Prepaid An Post Labels
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.
Complimentary Mailing Boxes
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.