We value our customers and their privacy. All personal information is used to ensure efficient processing of each order, and for contact / identification purposes. We will not give, sell, rent, or loan personal information to any third party, unless legally required or customer authorization is received.

INFORMATION COLLECTION & USE:

KLM's Webstore uses an order form to process product orders. We collect user contact and financial information. Contact information is used in the event a processing complication occurs, corporate changes or changes in privacy practices. Financial information is used to collect payment for products purchased. Customer ID numbers are assigned to Webstore user's to verify identity and establish account information. Users have a choice of receiving future mailings during the registration process.

SECURITY:

The KLM Webstore takes great precaution to protect user information. When sensitive information is submitted via the Webstore, it is protected both on-line and off-line. Sensitive information such as credit card numbers is encrypted and protected. While on a secure page, such as the KLM Webstore order form, the lock icon on our web browser becomes locked.

RETURN POLICY

Returns must be authorized in advance and free from wear (in new condition). Customer pays return shipping along with a restocking fee. Modified products are not eligible for return. Please submit return requests in writing to [email protected], or call customer service at 800-556-3668 during normal business hours, Monday through Friday from 8:00am to 5:00pm PST excluding holidays. If a return is authorized, options will be provided. If a return is ineligible, the reason will be specified.

CANCELLATION POLICY

Please submit any cancellation in writing to [email protected], or call customer service at 800-556-3668 during normal business hours, Monday through Friday from 8:00am to 5:00pm PST, excluding holidays.

Cancellation requests must contain the following: First name, last name, telephone number, shipping / billing address, order number and email address. This information must match the information submitted when the order was placed. Please state the best method of contact if questions arise regarding cancellation of the order.

Every effort will be made to accommodate the cancellation of your order, providing it has not already been charged and / or shipped out.

If you have any questions about the security at our web site, please send an e-mail to [email protected].

PROVIDER POLICY

All KLM Products come with a standard warranty beginning on the ship date from KLM Labs. The standard warranty protects materials from breakage and defects in workmanship. Shell materials, plastic, and metal parts are warrantied for 6 months. Covers and soft materials are warrantied for 90 days. KLM’s product guarantee and standard warranty expire if and when products are modified by any customer.

KLM cannot issue credit due to patient non-compliance, non-tolerance, non-acceptance, or reimbursement failures. Lab error or workmanship claims will be honored at full credit if declared within 90 days.

Most fitting issues can be resolved with adjustments. Adjustments to prescription orthotics are covered within the first 6 months; for example, adjusting arch heights or shortening orthotics. Changes to the original prescription are not covered. For example, adding an accommodation that was not originally requested or changing the orthotic type is not covered. Customers returning orthotics for adjustments should include detailed information describing the patient’s problem and specific directions for the adjustment. KLM representatives can assist you by recommending adjustments that have been found effective in addressing certain orthotic compliance problems. KLM does not warranty adjustments made contrary to our experience or recommendations.

KLM product providers and distributors pay all shipping fees for Over-The-Counter products. OTC product returns must be authorized in advance and free from wear (in new condition) and the customer pays a 50% restocking fee. Modified products are not eligible for return. To submit return requests, complete the contact form, email [email protected], or call customer service at 800-556-3668. Current business hours are Monday through Friday from 9:00am to 3:00pm PST. If a return is authorized, options will be provided. If a return is ineligible, the reason will be specified.