SUSTAINABLE 3DP PRODUCT CONSIDERATIONS:

 

Visit SAOR for full details on our 3D printed shell.

  • 3d printed Polyamide products are guaranteed against breakage for up to 5 years. It covers every 3D-printed material – ie the base shell, including unitised elements – for 5 years.
  • Other materials, including top covers and additions, are not guaranteed as individual body chemistry, weight and activity levels will cause wear at varying rates.
  • We do not recommend getting your devices wet. Excessive wetness during specific activities will cause glue to breakdown and cause delamination of covers and additions.  Choose an uncovered naked 3DP shell in this case.

NEW PRODUCT GUARANTEES

  • Polypropylene and Carboplastic shells are guaranteed against breakage for the functional life of the device – 3-5 years.
  • EVA orthoses are guaranteed against excessive compression for 6 months.
  • Covers, additions and posts are not guaranteed as individual body chemistry, weight and activity levels will cause wear at varying rates.
  • We do not recommend getting your devices wet. Excessive wetness during specific activities will cause glue and materials to breakdown and cause premature delamination of covers and additions.  Choose a naked 3DP shell in this case.
  • If a device is cracked/broken, please let us know immediately. We require that you send pictures of the breakage, followed by returning the cracked devices so that we can process the replacement set under warranty.
  • Please contact a member of our Technical Support team for assistance with any queries relating to individual cases.

 

NEW PRODUCT CONSIDERATIONS

Laboratory Standards: At Firefly, all work is executed in strict accordance with our established laboratory standards. This rigorous approach ensures the delivery of high-quality, consistent workmanship.  Please refer to our product catalogue for the lab standards of all additions, extensions and placement thereof.

Patient Recasting Recommendation: We advise recasting the patient every five years to ensure optimal fit and functionality.

Order Accuracy: Incomplete instructions for new orders or modifications will result in delays. If you require assistance with your prescription, our support team is available to provide guidance before you submit your order.

Repeat Orders: When ordering repeat sets, please note that custom-made orthoses are handcrafted. As such, variations in the final finish of a new set compared to previous sets may occur, especially if modifications have been made in the interim.

Fitting Dates: Please state a ‘fitting date’ on your order form if you need your devices by a specific date.  We will do our best to achieve your request.  If the fitting date falls short of our standard turnaround times, a ‘Rush’ will be applied to your order.  A ‘Rush’ service will incur a charge.

Order ‘Hold’ Policy: Incomplete orders will be placed On Hold. You will receive an initial email detailing the reason the order is on hold.  After that, automatic emails will be sent weekly until the order is confirmed. To avoid delays, please get in touch with our support team promptly.

Account Accuracy: Please advise us as soon as possible if there are any updates to your account details ie. Billing or ship-to address, email, phone number etc.

Material Responsibility: Firefly is not liable for premature deterioration or delamination of soft materials when used in formats or applications that fall outside of our approved laboratory standards.

Commitment to Quality: At Firefly, we adhere to stringent laboratory standards, ensuring the delivery of high-quality and consistent craftsmanship.

 

TURN AROUND TIMES

Contact our support team for up-to-date information.

General Guidelines.

Standard Order:

  • 10-12 working days manufacture from receipt of order to dispatch
  • Rush Order:
  • 7-9 working days manufacture from receipt of order to dispatch
  • Courier Rush Order:
  • 3 working days manufacture (3-4 days for delivery) *
  • Digital Order:
  • 10-12 working days from receipt of order to dispatch
  • Richie Brace Order:
  • 4-6 weeks from receipt of order to dispatch
  • Gauntlet/California AFO/Solid AFO Order:
  • 6-9 weeks from receipt of order to dispatch
  • Manual Manufacture Order:
  • 4-6 weeks from receipt of order to dispatch

* Courier Rush is only available on vacuum-formed devices.

 

PRICING & ADDITIONAL SERVICES:

Please consult our current price list for all charges.

The shell material determines the price. If the device is as per our default specification as outlined in our catalogue, it takes a Standard price.

If the prescription deviates from the lab standard, the price moves to Plus.

Naked means shell only – no top or bottom covers are included, and all modifications feature as part of the shell.

The following additional services will incur a surcharge:

  • Plaster casts and foam box impressions will incur a charge (applicable from 1st April 2025)
  • Match to template/fit to shoes
  • Non-standard placement of components

(standard components used, but bespoke location requested outside of laboratory standards)

  • Non-standard complex requests

(requests for bespoke padding, offloading, shell adjustment, precision templating of components, and everything else outside of our laboratory standards)

  • Rush service
  • Post and packaging service

 

PRODUCT RETURNS

  • Custom orthoses are NOT RETURNABLE FOR CREDIT. Each device is bespoke and fabricated according to specific prescription instructions detailed by the clinician.
  • The most common reasons for device intolerance or unsatisfactory therapeutic outcomes are:
    • Poor negative casts
    • Inappropriate prescription
    • Inappropriate shoe gear and/or poor compliance with related treatment modalities
  • When patient compliance or the desired therapeutic outcome is not achieved, we are committed to working with you to identify the problem and create a solution.

PRODUCT ORDER & DISPATCH

All orders are dispatched to the clinician address stated on the order form or the default ship-to address on the account.  If you wish to use an alternative address, please clearly state the full details on the order form.

UK/NI: Our products are dispatched using Royal Mail’s First-Class delivery service, and are delivered within 2-4 working days

ROI: Our products are dispatched using DPD Courier service and are delivered within 1-2 working days.

To keep costs down, we rely on Royal Mail and DPD to provide their service as stated.  However, there are occasional instances, beyond the control of Firefly, where delivery times are longer than stated.

Therefore, orders are only considered lost in post 15 working days from the date of dispatch.

A postage and packaging fee will apply to all items dispatched from Firefly. This is subsidised by Firefly Orthoses.

 

MODIFICATIONS & REFURBISHMENTS:

At Firefly, all modifications and refurbishments are executed in strict accordance with our established laboratory standards. This rigorous approach ensures the delivery of high-quality, consistent, and repeatable workmanship. By adhering to these standards, we have consistently exceeded our customers’ expectations year after year.

We also excel in addressing bespoke requests, which often require innovative problem-solving and specialized labour. Our proven track record and trusted expertise make Firefly the go-to partner for delivering skilled and customized modifications tailored to unique customer needs.

Please consult our current price list for all charges.

10 WEEK FREE ADJUSTMENT SERVICE

Firefly offers a complimentary adjustment service for orders within the first 10 weeks. To utilise this service, simply return the devices to Firefly within 10 weeks from the original dispatch date.  Ensure that you include instructions on what changes are required.

This service includes adjustments to additions and extensions, covers, minor shell modifications, and postings.

Note: (i) this does not cover a full re-make of any custom-made orthoses.

            (ii) P&P will apply

 

10 WEEKS TO 6 MONTHS

We provide a Change of Prescription service, enabling clinicians to fine-tune devices over an extended period to achieve the best possible outcomes for their patients.

The following charges will apply:

‘Simple’ Change of Prescription

A charge will apply for adjusting external components that will not warrant a full recover. For example:

  • Narrowing shell
  • Adjusting rearfoot components (postings, wedges, heel lifts etc.)
  • Add/remove rearfoot stabilising post (when no fill material present)

‘Complex’ Change of Prescription

A charge will apply for any changes to the prescription that warrants a full recover.  For example:

  • Adjusting additions & extensions (forefoot extensions, met pad, met bars, FHL accommodations, reverse mortons extensions etc.)
  • Adjusting fill materials
  • Adjusting top covers
  • Adjusting stabilising post (when fill material is present)
  • Shell modifications

Note: (i)The above is not an exhaustive list.  Please contact us for more information

                 (ii) P&P will apply

 

 AFTER 6 MONTHS

We provide a comprehensive modification and refurbishment service for all devices. Pricing is determined by the final length of the device, such as adjustments finished to the metatarsals, sulcus, or toes.  A charge will apply for additional services.

Additional Services:

  • Match to template/fit to shoes
  • Non-standard placement of components

(standard components used, but bespoke location requested outside of laboratory standards)

  • Non-standard complex requests

(requests for bespoke padding, offloading, shell adjustment, precision templating of components, and everything else outside of our laboratory standards)

For detailed information, please consult our current price list.

 

CONSIDERATIONS

  • Any modifications to a Firefly device shell by any third party will VOID the Firefly warranty.
  • Custom-made foot orthoses can only withstand limited refurbishment over the product lifespan and can cause premature deterioration of the shell structure.

We recommend a maximum of 3 shell modifications/refurbishments over the 5-year life span.

  • Non-Firefly Devices: We carry out modifications/refurbishments on non-Firefly devices.  However, all adjustments are done at your own risk.

We are not familiar with shell materials used by other labs and cannot guarantee that the integrity of the shell will be maintained during our standard laboratory processes.

Note: (i) Non-Firefly devices will incur a surcharge.  Please consult our current price list.

           (ii) P&P Special Delivery charge applies, to ensure tracked and signed delivery.