Össur Customer Service — Expert Guide for Clinicians, Suppliers and End Users

Overview of Össur customer service

Össur (ossur.com) is a global orthopedics and prosthetics manufacturer serving clinics, distributors and direct end users. Customer service functions are organized around product support, clinical education, field service, returns/warranty, and reimbursement assistance. For all official contact information and localized phone numbers, use the global contact page at https://www.ossur.com/en-us/about-ossur/contact-us which links regional offices and dedicated support teams.

From a practical standpoint, Össur’s customer service is structured to prioritize clinical safety: prosthetic and orthotic product support is routed to clinicians and technical specialists, whereas billing, shipping and general account inquiries go to commercial teams. Expect different SLAs (service-level agreements) depending on the route—clinical safety requests typically receive triage first, then commercial or logistics issues are handled in sequence.

Contact channels, hours and expected response times

Primary channels: phone, email, and an online contact form. For urgent clinical device failures (e.g., a compromised prosthetic knee), many regional offices provide emergency contact or triage phone lines. Routine inquiries submitted by email or web form generally receive an acknowledgement within 24 business hours and a substantive reply within 48–72 business hours. If you require a faster response, label the request “Clinical Urgent” and include clear patient-safety details.

For clinics and authorized distributors, Össur typically assigns an account manager who can be reached by direct line; onboarding accounts often receive a single point of contact for order tracking, product training, and warranty handling. Logistics: domestic spare-part orders are commonly processed same-day and ship 1–3 business days; international shipments commonly take 5–14 business days depending on customs and carrier. These timelines are operational norms and can vary by region and product.

What to prepare before contacting support

• Product identifiers: serial number, model number, lot/batch number and purchase/ship date (visible on packaging or the component). Having a photo of the device and any visible damage accelerates resolution.
• Clinical context: patient initials (or ID), date of incident, activity during failure, weight and activity level (K-level). For safety issues include whether the patient was injured and whether immediate clinical attention was required.
• Payer and purchase info: purchase order or invoice number, clinic or distributor account number, shipping address and preferred return address. For warranty claims include proof of purchase and order/invoice dates.

Warranty, returns and repair process

Össur publishes warranties that vary by product family; typical limited warranties cover defects in materials and workmanship for a defined period (commonly 12–36 months depending on the component). Cosmetic wear and damage from misuse are usually excluded. Always confirm the specific product’s warranty in the product manual or the product page on ossur.com before initiating a claim.

Return and repair steps (practical workflow): 1) Open a support ticket via the regional contact channel and provide the information listed above; 2) Össur will either authorize a return material authorization (RMA) or issue an onsite repair/field service dispatch if available; 3) For RMAs, defective items are shipped back to an authorized service center—domestic repair turnarounds are commonly 5–10 business days after receipt, while replacements may be issued faster if the item is critical to patient mobility. Keep records of RMA numbers and shipping tracking for audits.

Parts, pricing and typical cost ranges (approximate retail ranges)

Price transparency varies by market, channel (clinic vs retail) and payer contracts. Typical U.S. market ranges (approximate retail or list prices, 2024 estimates) are: prosthetic liners $50–$300, passive prosthetic feet $300–$2,000, modular endoskeleton systems $500–$3,000, microprocessor knees $20,000–$60,000, and specialized braces (spinal/limb) $150–$2,500. Clinics and O&P suppliers usually buy through distributor pricing or direct supplier contracts and should expect negotiated discounts versus retail list.

For exact pricing for your clinic or patient case, request a formal quote from your Össur account manager or use the distributor portal. When planning case budgets, include ancillary costs: shipping, custom fabrication, alignment visits (typically billed as clinical time), and potential replacement parts. For capital equipment and microprocessor devices confirm service and software update policies which can incur maintenance costs.

Clinical education, reimbursement support and technical escalation

Össur runs clinical education programs (often called Össur Academy or similar) that provide hands-on training, product-specific certification and online modules. Clinics should register clinicians for device-specific courses prior to complex fittings; attendees receive technical manuals, fitting protocols and recommended tuning parameters. These courses reduce fitting time and subsequent service calls.

Reimbursement: Össur provides coding and reimbursement support documents for many product lines—these include suggested HCPCS codes, clinical justification templates, and sample letters of medical necessity. Because codes and payer policies change, always verify current coding with your payer. For denial appeals, Össur’s reimbursement specialists can often provide supplemental clinical documentation or peer-to-peer discussion support to improve approval chances.

Escalation path and best practices

If standard support does not resolve a clinical or product-safety issue within the expected time frame, escalate: 1) Ask for escalation to a regional clinical specialist, 2) Request a written RMA or service commitment with target dates, and 3) If unresolved, escalate to the regional customer service manager or regulatory affairs for safety-critical matters. Document all communications, attach photos, and note call dates and reference numbers for audit trails.

Final practical tip: maintain a digital folder for each patient case containing invoices, serial numbers, warranty documents, fitting notes and communication logs. This archive speeds warranty claims, payer audits and future service requests and is considered best practice in high-volume clinics.

How do I contact Ossur Americas?

1-800-233-6263
Contact Össur Americas
If at any time within the warranty period you are not 100% satisfied with any Össur product, please contact our Customer Service Department at 1-800-233-6263 and give us the opportunity to remedy the situation.

What is the new name for Ossur?

Embla Medical
In February, Össur established a new parent organization to be named Embla Medical. The proposal was officially approved during the company’s annual general meeting on March 13.

Who is the parent company of Ossur?

Embla Medical
Company Background
Information on Embla Medical, Össur’s parent organization, can be found here .

Where is Ossur headquarters in the US?

Ossur Americas Inc, 27051 Towne Centre Dr, Foothill Ranch, CA 92610, US – MapQuest.

What is the warranty on Ossur products?

The warranty covers all defects in materials and workmanship in all other materials, including straps, sleeves, liners and pads for a period of six months from the date of original purchase. Össur will repair or replace (at its sole discretion) any defective part covered under warranty at no charge.

How much do ossur prosthetics cost?

Below the Knee Prosthetic Leg Cost

Brand	Starting Price	Key Features
Ottobock	$4,000	Type of carbon foot, silicone liner
Össur	$3,750	Active vacuum system, carbon foot options

Jan 11, 2024