Product Returns & Guarantee
De La Torre Orthotics and Prosthetics, Inc. will accept returns from beneficiaries if the particular item is determined to have a manufacturer’s defect or is inappropriate for the beneficiary at the time it was fitted and sold, or cannot be modified for it’s intended use.
Non-defective items cannot be returned if they have been:
- Used, worn or soiled
- Custom-made, customized or personalized for the patient
- Altered or modified by anyone other than De La Torre O & P staff.
All returns must occur within two weeks of delivery.
De La Torre Orthotics and Prosthetics, guarantees it’s products, under normal use, for 90 days from the date of delivery. During this time, we will make any repairs or adjustments necessary to maintain the device in good working condition. After 90 days, a service charge, based on time and materials will be made for any repairs or adjustments.
Additionally, it is understood that De La Torre O & P will not be financially responsible for  any changes or additions to the device not originally prescribed by the patient’s physician or  repairs needed due to the device having been altered or repaired by anyone other than a representative of De La Torre O & P.
We are always interested in discussing any question or problem you are having with a De La Torre O & P device. Please call or email us via the contact us information.
How do I clean the TLSO or LSO 2 piece custom back brace ?
Cleaning the outside of the brace can be done with any type of cleaner like 409 or a diluted Clorox mixture.
The inside of the brace can usually be wiped down with a mild detergent and water.
If the inside is really bad and maybe has an odor, then we suggest taking some Murphy’s Oil Soap and putting it into a bowl. Then whip it up into a lather. Then with a clean damp rag, apply the foam onto the inside of the brace. Once it has been wiped down well, go back and wipe it out with a different clean damp cloth until all the cleaner is removed.
Murphy’s tends to pull the oils out of the foam and the odor too.
You may have to do this repeatedly depending upon how dirty and oily the foam has become.
Wearing a clean T-shirt under the brace will often ensure the brace stays cleaner longer.
What is a Benefit Period?
The specific period of time during which charges for covered services must be incurred in order to be eligible for payment by the health plan. A charge is considered incurred on the date a member receives a service or supply for which the charge is made.
What is Cost Sharing (Out-of-Pocket (OOP) Costs)?
The financial liability shared between the member and the health plan. Deductibles, coinsurance, and copayments are examples of member cost sharing.
What is a High-Deductible Health Plan (HDHP)?
Health care coverage based on guidelines from the U.S. Treasury Department. These guidelines require
- a minimum deductible amount,
- a maximum out of pocket amount,
- all medical and drug services, with the exception of preventive care, must be applied towards the deductible, and
- all medical and drug services must be applied towards out-of-pocket amount. A member must be enrolled in a qualified HDHP to establish and contribute to a health savings account.
What is a Deductible?
A specified dollar amount a member must pay out of their own pocket before the health plan begins to pay for any covered services (some services may be exempt from the deductible). The member may be required to pay any applicable deductible at the time of service.
What is Coinsurance?
The specific percentage of the provider’s reasonable charge for covered services that is the member’s financial responsibility. The member may be required to pay any applicable coinsurance at the time of service.
When my child is breaking in their braces, does it count if his is sitting and not active at that time?
For the initial break in period activity is not a factor. However once your child becomes active it’s important to check every hour to ensure blisters are not developing.
Will my child have to wear these the rest of his life?
Obviously your child’s diagnosis and the specifics of his/her condition are critical to answering this question. The best person to answer this type of question would be your child’s physician. They would have the information needed to answer completely.
How will I know when my child out grows their brace?
Some allowance for growth is built into the brace from day one. You will notice a small space between the end of the brace and toes. When your childs toes extend over that area it’s time for a new one. Occasionally growth will be in the form of a wider foot rather than length. In this case, you would notice a significant amount of redness and indentation in the foot from the sides and top of the brace if this occurs.
How do I clean my foot orthotics?
– Foot orthotics should be wiped off with a damp cloth that has a mixture of mild detergent and water.
– Do not submerse the orthotics in water or put in any type of washing machine.
– Lay them out to air dry; do not use any type of heat source.
Why don’t you have a larger selection of shoes?
– The shoes we carry work best for the foot types we encounter and the application of foot orthotics for treatment. Not all shoe styles can do this.
– The shoes we sell must meet our high standards of quality and function properly for your care. Unfortunately, “style” cannot be our primary concern.
Do I have to follow the Break In Schedule for my new foot orthotics?
– Yes, your body needs time to adapt to the device and the corrections they are imposing on your feet. You are breaking in your feet to the orthotics, not the orthotics to your feet.
– Initial overuse may aggravate your current symptoms or cause new aches or pains.
What is different about your shoes than what I can buy at the store?
Our shoes meet the stringent standards set forth in Medicare’s Diabetic Shoe Bill. They have extra depth to accommodate special inserts, come in full and half sizes and in a variety of widths. We custom-fit each patient with a style that is best suited to their type of foot.
– For more information regarding Therapeutic Shoes visit the Pedorthic Footwear Association website.
What will my foot orthotics do for me?
– Your physician will prescribe a foot orthotic for you based on your diagnosis. Depending upon your condition, one of several styles of foot orthotics can be provided for you.
– If the foot orthotics are called “functional,” that means they are intended to control or limit unwanted motion in the foot or ankle and improve alignment of the skeletal structures of the foot.
– An “accommodative” foot orthotic is designed to redistribute weight throughout the foot to reduce pressure areas. It will also provide excellent cushioning and shock absorption.
How long will my foot orthotics last?
There are many variables that come into play with regard to a device’s useful life. Factors such as patient weight, activity level and the style of foot orthotic must be considered. Generally, the more rigid the device the longer it will last. A rigid plastic device may last 2-3 years although the top-cover material may not. A soft device, such as one made for a diabetic patient, may last less than one year.
Why did my doctor order this device in the first place?
– Your doctor determines the medical necessity of the device they are prescribing. Our role is to fit you with the appropriate device based on your diagnosis and the doctor’s prescription.
– Doctors prescribe devices to treat your condition: to protect, immobilize, support, increase comfort and/or promote healing to maximize your ultimate outcome.
How long am I suppose to wear my device?
Your physician will determine when you are to wear your brace, for how long, and what activities you should or should not do while wearing your brace. The physician will also determine when you can discontinue wearing your brace.
How do I clean my brace?
– Prefabricated products will have cleaning instructions printed on a tag attached to the brace.
– For a custom fabricated brace, our clinician will instruct you on caring for the brace
Do I bring the device back to you when I am done with it?
No. All of our devices are for one-time use on a patient. You may dispose of it as you like.
How much will my lower limb prosthesis weigh?
- The weight of your prosthetic leg will depend on the type of prosthesis it is and its components. An average below knee prosthesis will weigh around 4 pounds and an average above knee prosthesis will weigh around 8-10 pounds. Your prosthetic leg often weigh less than what your anatomical leg did.
What happens after I am fit with my final prosthesis?
Your prosthetist will continue to follow-up with you every 6-12 months to see how you are doing or if you need any new supplies. If at any point you have any questions or concerns you are encouraged to call us at 412-599-1105.
How do I learn to use my prosthesis?
Once you are fit with your first socket, we strongly recommend you getting gait training from a physical therapist. This can be done at an inpatient or outpatient facility. Your therapist will work with you on how to use your prosthesis as well as learn to walk with it.
Will I be able to do the things I did before I got the amputation?
The majority of people with amputations are able to return to the activities they were doing before the amputation. During your initial evaluation, your prosthetist will ask for your personal goals so they can make a prosthesis to help you achieve them.
Do I need to see my physician before I can get a prosthesis or new supplies?
You must have a prescription from a physician in order to get a prosthesis. Most physicians need to have seen you in the past 6 months before they will write a prescription. We are able to work with you and your physician to request a prescription if you have seen them recently.
How long will it take to make my prosthesis?
Every prosthesis is custom made for each individual. Therefore, the fabrication process can take up to one or two weeks to ensure the best fit is achieved.
When can I be fit with a prosthesis?
The fitting process can begin after your stitches or staples have been removed and you are fully healed. It is also recommended that some of the swelling has decreased before you are cast for your first socket.
Where can I find information regarding my insurance coverage?
There is a number on the back of your insurance card you can call to get information regarding your coverage. You can also call our billing specialist if you have any questions regarding your insurance.
How long do I wear my shrinker for each day?
Before you are fit with a prosthesis, you should try to wear the shrinker as much as possible during the day and night. Take the shrinker off to bathe. You should have two shrinkers to alternate while you’re washing one. Shrinkers can be hand washed or put in the laundry with your other clothes. Once you receive your prosthesis and start wearing it on a regular basis, you don’t have to wear the shrinker as much. It is still a good idea to wear the shrinker to bed to control any swelling over night, so that you can fit in to your prosthesis in the morning.
What will my Prothesis look like?
Every prosthesis is custom molded to every individual. There is a socket that fits on your limb. The componentry, ie the knee and/or foot, are connect to the bottom of the socket. There is the option of cosmetically covering the prosthesis after the fitting process is completed. The cosmetic cover will cover all of the metal componentry, making the prosthesis look more like your other leg.
Does insurance pay for my Prothesis?
Many insurance companies will cover a prosthesis and all necessary supplies. The percentage of coverage differs from company to company. Our billing specialist can help you determine what, if any, percentage of the prosthesis will be billed to you.
How long will it take to get my Prothesis?
The manufacturing and fitting of your prosthesis will take a few weeks. It takes an average of 3 or 4 visits with your Prosthetist to get the right fit. We understand that you are anxious to return to activities of daily living on your new prosthesis, so we do our best to deliver your prosthesis in a timely fashion.
Why do I still feel my toes? Is this common?
Feeling your toes is referred to as a phantom sensation. A phantom sensation is a feeling that seems to originate from a part of the body that is missing. Phantom sensation/pain can present in other ways, such as pain in the knee or ankle, itchy skin, or cramping of muscles. The cause of this phenomenon is not clearly understood. Some believe that it originates from a psychological source, in that the body has not adjusted to the removal of a body part. Some believe that it originates from the nerves being severed at some mid point. This is a very common experience after an amputation. There are no sure fire cures, but there are several techniques people have found useful to treat the sensations or pain. Here is an article posted on the Amputee Coalition of America website related to this topic.
What do I do if I get a sore on my residual limb?
Discontinue use of your prosthesis immediately or limit the amount of time you wear it drastically. Contact the office or your prosthetist as soon as possible.
What do I do if I get stuck in my leg?
Remain calm and contact the office or your prosthetist immediately.
Can I wear my leg to bed?
It is not recommended that you wear your prosthesis to bed. Wearing the prosthesis for an excessive amount of time will most likely cause harm to your limb.
How do I get more supplies?
If you are ever in need of new liners, socks or some other supply, please call the office at 412-599-1105 or contact your prosthetist to order more supplies.
How long will this prosthesis last? How long will my liners last?
A prosthesis can last for several years. The length of time depends on the amount of time the patient wears the prosthesis and what type of activities it is used for. Prostheses are designed to be very strong and durable. However, it is a good idea to have your prosthesis checked out every 12 months to make sure it is in good working order. Liners will usually start to wear out in about 6 months. But they can last up to 12 months or longer. Just like the prosthesis, the longevity of the liner depends on amount of usage.
Can I wear my prostheses in the shower?
How do I care for my liner? How do I keep them from smelling?
Gel liners need to be cleaned after each use. Warm water with a mild soap is recommended. Allow the liner to air dry. Putting the liner in the dryer will damage it. It is also recommended that once a week you wipe down the inside of the liner with rubbing alcohol. Sticking to a daily cleaning routine will cut down the amount of odor from your liner. Please see this link for additional information and tips.
When should I add socks?
Socks are needed when your limb changes volume. Here are some signs that indicated socks are needed:
- Socket feels loose
- Pain on bottom of limb
- Socket spins when walking
What kind of training do you have?
- Clinicians have various levels of training including college and graduate degrees, technical, residences, and certificate programs.
- All clinicians are required to maintain Continuing Education Credits to maintain their certifications.
Can I get an extra device?
We can provide you with an extra device, but health insurances typically do not reimburse for the second product. Therefore, you would have to pay for it yourself.
Can I just stop at one of your offices and pick up the device?
Our clinical office patients are seen by appointment, so we prefer that you call one of our offices first. Each patient must be seen by a clinician for measuring and/or delivery of a device. It is our professional responsibility to insure that the device we provide fits and functions properly.
How much does the device cost?
Once you are evaluated and the full scope of the device is determined by the clinician, we will have a clearer picture of the price. We will work with you to assure your insurance is properly billed and you have a good understanding as to what, if any, will be your cost. If you do not have insurance, we do have a fee schedule and after your initial visit, we will be able to tell you an exact price.
How long will it take for me to receive my device?
- Custom devices and special orders take approximately 1 week following insurance approval.
- Off the shelf, prefabricated devices may be delivered the same day if we have them in stock.
Will my insurance cover this device?
The answer to this question depends upon your insurance plan, the device needed and your diagnosis. Depending upon your insurance, you may have a deductible, copay or a percentage of the total cost that you will be responsible for paying. The receptionists at our clinical offices should be able to inform you of the probability of coverage. Insurance coverage is NOT a guarantee of full payment.
Where can I get shoes to fit over the brace?
Shoes are available to fit over the brace. Often you will have to go up one shoe size from the original size your child was wearing. However if your child has a wide or chubby foot the following shoes have proven to be effective: Hatch Back Shoes or Keeping Pace Shoes. they have been designed to accommodate braces. You can find them at Hatch Backs Footwear or Keeping Pace.