Frequently Asked Questions

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Crux Orthotic Laboratory manufactures custom orthotic devices for Podiatrists, Pedorthists, Orthotists, Chiropractors, and Physiotherapists across Canada. Practitioners that are not eligible to dispense custom foot orthotics may take interest in our retail product line. 

A standard custom foot orthotic assessment will involve two main components: 

1. A Biomechanical Gait Analysis
2.  The creation of a cast, impression,  or 3D scan of the foot.

We accept Plaster casts, slipper casts, foam impressions, and 3D scans. The assessment itself does not require any specific tools or implements, other than your clinical expertise! The casting/image capture process will require the casting materials/supplies, or a 3D scanner. We can help get you set up with your desired casting or scanning methodology. 

For an order to be processed and added to production, we must receive a cast, foam impression, or 3D scan of the foot, and a completed work order form. Incomplete orders will be placed on hold for clarification prior to being processed.

-Orders including a 3D scan: can be placed directly through our application or via email. 

-Orders including a physical cast or foam impression: can be delivered directly to our mailing address. Additionally, we have a central order fulfillment location for no-charge order pick up and drop off. 

Crux Lab Custom Foot Orthotics are manufactured under the supervision of a Canadian Certified Pedorthtist C. Ped (C) , and each device is manufactured using materials and processes that are compliant with Canadian Insurance Providers. Crux Laboratory INC. will produce an insurance letter, certifying the aforementioned insurance compliance, and can produce a lab invoice upon request. 

Additional insurance requirements are the responsibility of the assessing practitioner/clinic:

• Physicians referral specifying “custom orthotics for daily wear” along with a specific diagnosis ie: metatarsalgia, pes planus, plantar fasciitis etc.
• Paid in full invoice
• Biomechanical Gait Analysis

We offer a 2 week turnaround time, meaning you will receive the completed orthotics within 2 weeks or the order date. All orders are subject to review; incomplete orders will be held for clarification prior to entering production, which may impact delivery time. 

We take great pride in the product we produce, and stand behind each device that we manufacture. Defects and errors are uncommon, and we offer a modification and warranty period to ensure your patient receives the device that is best for them. We warranty orthotic shells against breakage/cracks for 5 years, top and bottom cover materials are warrantied for 4 months. If there is a lab error, or issue with the material, we will replace the device or feature at no charge (subject to lab discretion). 

Crux Laboratory offers a no-charge, no-questions-asked, 3 month modification policy. If we can work with the existing materials, there is no charge to add, remove, or adjust any feature on the orthotic. If a re-design or a new style is required, we will work with you to find the best path forward.  Modifications can be intimidating to newer clinicians, our dedicated team is here to answer any questions you may have, and/or give recommendations for modifications. 

We offer a variety of flat-rate shipping options; same-day courier for local deliveries, next day shipping for regional orders, and 2-3 day delivery service for out of province orders. All shipping charges are the responsibility of the clinician/clinic unless given prior approval. 

Absolutely! We have a dedicated space at a central location in Calgary, where you are more than welcome to drop off or pick up orders at no charge. Contact us today to discuss drop off or pick up options