Canadian Customers: Take a look at our simplified Returns Process
Covid-19 Updates
Department Status | US Coverage | CARES Act | We are here for you | IPC postpones Games | Weathering COVID-19 Together
Follow this page for more information on the work Ottobock is doing on behalf of our employees, customers, and the individuals who rely on our products and services during this unprecedented time.
Department Status
Supply Chain Warehouse
Shipping has resumed from Louisville. All orders placed yesterday, 9/23, and today, 9/24, will be shipped by 5:30pm CST. Please place all orders requiring priority shipping by 5pm CST today.
Customer Service
Customer service professionals are available to take your calls. Call or email us today!
Hours of Operation: 7:30 am CST to 6:00 pm CST
Professional Clinical Services
Ottobock’s Professional and Clinical Services department has the largest and most experienced staff in the industry. Go to our website or call today if you need help with product support or patient care. We are available provide help via telephone or videoconferencing. You can reach us through Customer Service or find our direct contact information on our PCS Staff page.
Take advantage of education on your time and your terms. Pre-recorded online courses are available with free ABC CEUs during the COVID-19 outbreak. Please join us online for live webinars every Wednesday and Thursday from 12:00 pm to 1:00 pm CST
After-Sales Service Department
Our Salt Lake City facility is fully functional and available for loaner fulfillment and product service & repairs.
United States
Phone: 800 328 4058 x9-2205
E-Mail: OBUSAService@ottobock.com
Hours of Operation: 7:30 am CST to 6:00 pm CST
Updated US Sales Rep Coverage
May 16, 2020
As our sales representatives begin to return from the furlough, we will update our sales coverage maps so you know who to call for assistance. Please join us in welcoming back Greg Rybka, who will help our prosthetics customers in the western US region and download the updated US prosthetics map for your files.
CARES Act & Small Business Administration Relief Resources
May 7, 2020
COVID-19 Small Business Relief Resources
We continue to monitor the rapidly changing environment to provide you with the tools you need to effectively manage your business amid the global COVID-19 pandemic. In an effort to organize these financial relief options, we’ve prepared a checklist you can use to research your options and stay informed as these programs evolve.
We are here for you!
March 27, 2020
To our valued customers,
We understand this is a challenging time for you and your patients, and we stand by you. Ottobock is taking every precaution to keep our staff and family members safe while finding new ways to work in this changing environment. Whether you’re in need of product, troubleshooting support, trial facilitation, after sales service, reimbursement or financial help, our teams are ready.
We know you are facing difficult decisions, so we stay committed to communicating on a weekly basis through this email and direct contact from members of our team. Our missions are the same, we help people maintain or regain their freedom of movement and together we will keep patients mobile.
Support Services
Plan ahead and we’ll have your back
The services you provide for patients are essential. We encourage you to plan ahead and place orders for the products you know you’ll need in the coming weeks and months. We will work with you on extended payment terms and volume-based discounts. If returns are required when all this is over, we’ll be flexible with our policies and work together to support your needs. Our goal is to keep you operationally ready to take care of any patient need that lies ahead.
If needed, we can drop ship custom liners
We know many of you have been forced to shift your operational availability to emergency services only. In the event you have a patient in need of a custom liner replacement, we can help by directly shipping the replacement liner to your patient. If this is a service that will help your business during this time, contact your Sales Representative or our Customer Service Team.
Keeping you updated in real-time
Our websites have been updated with new COVID-19 pages where you will find information relevant to the services and support we provide during this time. In addition, we have also created a new Ottobock Cares hub on our consumer website with information your patients may find valuable. Links to all sites can be found below.
Canada: shop.ottobock.ca/covid19
For Patients Ottobock Cares
Educational Offerings
Offering free CEUs with online education
Last week, we waived all fees associated with our CEU-eligible online courses and this will remain in effect for the foreseeable future. We have experienced a dramatic increase in participation with nearly 300 clinicians completing courses this week and we hope more of you can participate to keep your skills sharp. To learn about on-demand courses available visit us at:
US: shop.ottobock.us/Online-Training
Canada: shop.ottobock.ca/en/Online-Training
Register now for new Experts OnDemand weekly webinars
Next week, we will kick off a weekly product training series that will cover topics across the Ottobock orthotic and prosthetic portfolios. Time is a commodity we can use now to offer more than our normal platform of educational courses. Please join us as we further the educational opportunities our team can offer, and register early to secure your seat! We will be limiting class sizes to facilitate in-depth learning.
Wednesday, April 1st 12:00 – 1:00 PM CDT
Experts OnDemand: Meet the bebionic by Ottobock and Myo Plus
Presented by Tim Shride, CPO
Click here to register
Thursday, April 2nd 12:00 – 1:00 PM CDT
Experts OnDemand: WalkOn Prefabricated AFOs: Embrace the durable solution
Presented by Ron Wilkinson, CPO/L and Ted Friedmann, CO
Click here to register
Supply Chain Status
Adjustment to same day shipping cut off time
Maintaining same day shipping for your orders is a priority for us. To ensure we can meet this expectation while also practicing social distancing to protect the health of our onsite logistics team members, we have implemented a new cut off time for shipping that applies to both air and ground shipments. Effective today, orders must be placed before 3:30 pm CDT to ensure same day shipping. Orders placed after 3:30 pm CDT will be shipped the following day.
While we already knew the services you provide are essential, the rest of the world is now aware. Please know that the entire Ottobock Family remains committed to providing the superior service and support you have come to expect of us.
We are here and we are staying open for you. Let us know how we can help.
Stay healthy,
Brad Ruhl
Managing Director, Ottobock North America
IPC postpones Paralympic Games by one year
March 24, 2020
Ottobock will support athletes at the Paralympics in Tokyo 2021
On March 24th, the International Olympic Committee (IOC) decided to postpone the Olympic Games until 2021. The reason for this decision is the worldwide corona pandemic. The International Paralympic Committee (IPC) endorsed this decision a few hours later.
"The love for the Paralympics is deeply rooted in the DNA of our company," said Professor Hans Georg Näder, owner and Chairman of the Board of Ottobock, in response to the postponement of the Games. "During this unprecedented crisis, we are sticking together. Postponing the Games is the right thing to do. At this time, it is crucial that we protect the well-being of the athletes, spectators and the global Paralympic Family. Stay safe!"
As an official technical service partner, Ottobock will continue to service all athletes without charge in 2021. "We are really looking forward to assisting the athletes from all over the world at the Paralympic Games in Tokyo. If not in 2020, then in 2021," said Peter Franzel, Ottobock's Paralympics Organising Director.
You can read the IPC's announcement here: https://www.paralympic.org/news/ipc-reaction-tokyo-2020-paralympic-games-postponed.
Weathering the COVID-19 Storm Together
March 20, 2020
To our valued customers,
We know you are under tremendous pressure to take care of your patients and business despite increasing restrictions due to COVID-19. Our goal is to help keep your business as healthy and viable as possible during this turbulent time.
We will communicate with you each week to make sure you’re kept up to date on measures we’re taking to support you and your business. If you find yourself in need of special support, please contact us. Ottobock has several resources available and you have our commitment that we will do everything we can to work with you. Ottobock has been serving the O&P profession for over 100 years thanks to your support and we stand by you in this time of need. We are in this together and together we will get through this crisis.
This week’s updates:
Offering free CEUs with online education
We recognize that you want to keep your skills sharp and your employees engaged in the days and weeks ahead. Our online courses are designed to help you stay up to date on Ottobock products, best practices, and troubleshooting. Starting this week, we are waiving all fees associated with our CEU-eligible courses. Click here to learn more.
New education avenues in development
Social distancing has challenged us to find new ways to bring educational opportunities to you. Our incredible Professional Clinical Services Team has developed new programs that we’ll begin rolling out next week to provide additional e-learning. Stay tuned!
Order fulfillment and same-day shipping are in good shape
This week we made shift changes to protect the health of our team members who keep our logistics operations running. Even while practicing social distancing, we are still maintaining same day shipping for orders placed before 3:30 pm CST for ground and 5:00 pm CST for air. We have not experienced any major supply chain delays at this point, but will keep you updated if that changes.
Salt Lake City operations back online
To add to the chaos of the times, our operations in Salt Lake City were impacted by an earthquake that shook the area on Wednesday. Thankfully no injuries were reported and every department is back up and running!
I want you to know that the entire Ottobock Family remains committed to providing the superior service and support you have come to expect of us. This sentiment runs through every corner of our organization and here you will find a link to a special letter from Ottobock owner Professor Hans Georg Nader reflecting this: a letter to our customers
Sincerely,
Brad Ruhl
Managing Director, Ottobock North America
A Message from Ottobock on COVID-19
March 13, 2020
To our valued customers,
Like so many of you, Ottobock has spent the last several days and weeks learning about the coronavirus (COVID-19) and how it is impacting our world. Our number one priority is the safety of our employees, customers, and the individuals who rely on our products and services. With that in mind, we feel it is necessary to share the proactive measures we are taking to ensure we can continue to support you and your patients during this unprecedented time. We understand this pandemic has the potential to significantly impact business and Ottobock is doing everything possible to avoid disruptions in service and support.
In-Office Support
Our Sales Representatives and Professional Clinical Services teams are still available to support you in the office. We understand you are likely taking precautions with regard to visitors and we respect those decisions. In the event you require assistance in-person from a member of our team, please know we have instructed all employees to adhere to the guidelines outlined by the Centers for Disease Control to minimize exposure not only for them, but also for you and your patients as well.
Supply Chain and Order Fulfillment
Our Customer Service and Logistics teams are working closely to ensure your orders are fulfilled on time. At this time, we have not experienced any significant disruption to our supply chain. In the event our supply chain is impacted due the coronavirus outbreak, we will notify you immediately of our inability to fulfill an order and work with you to find a solution that will minimize disruption to your business and your patients.
Returns and After Sales Service Requests
We continue to process returns and requests for service in accordance with our established processes. However, we understand that the need may arise to evaluate a specific case differently so please reach out to our team if that is the case.
We remain committed to providing the superior service and support you have come to expect of Ottobock. If you experience any specific challenges that require assistance from us, please reach out to your Ottobock Sales Representative.
Sincerely,
Brad Ruhl
Managing Director, Ottobock North America