FAQ

Frequently asked questions

Orthotics

Do I need a prescription?

Yes, our pedorthists belong to the Pedorthic Association of Canada (PAC). As outlined in their policies, “a member of the Pedorthic Association of Canada acting as a pedorthist is not allowed to make a diagnosis, nor make orthotics for a customer without a prescription”. As well as adhering to their policies, a prescription provides consumer protection because a neutral third party, who does not financially gain from making a foot orthotic, has prescribed them. A prescription is often required for extended medical reimbursement.



Do I need an appointment?

Yes and as part of our COVID-19 safety plan, we have restructured our appointments to limit the number of people inside our clinic as well as reduce the amount of time inside per person. Your first appointment will be a virtual one that will include taking a full history, discussing your need for orthotics, reviewing the footwear you typically wear, as well as review your biomechanics. Upon completion, the pedorthist will discuss the next steps and book an in-person appointment if necessary.



I was told I needed orthotics, what happens at my first appointment?

This will be a virtual appointment and requires access to the internet to connect through Telehealth or Zoom on your phone or computer. If you do not have access to a device with a camera, please call one of our clinics to book an appointment. This first appointment includes history taking, discussing your need for orthotics, reviewing the footwear you commonly wear and hopefully reviewing your biomechanics. At the end of the assessment, the pedorthist will book an in-person appointment if necessary. The in-person appointment involves reviewing your biomechanics, functional tests, device suggestions and a 3-D impression of your foot for custom foot orthotics.



What do I bring to the appointment?

1. A prescription/referral from a healthcare provider 2. Footwear which is worn most often or is problematic when wearing 3. Shorts or pants that roll above the knee 4. A method of payment



What is the cost of a pair of orthotics?

The average cost of a pair custom foot orthotics is $485-$550. Upon casting, we ask for a $250 deposit.



When will I get my orthotics?

It generally takes about two weeks to have your orthotics made. Depending on your circumstance, the pedorthist will ask you to book an appointment to review the fit and comfort of your new custom foot orthotics.



Will my extended medical cover the cost of my orthotics?

Many extended health plans include coverage for custom foot orthotics. As we do not direct bill, you will need to check with your provider with regards to your coverage and the documentation necessary for reimbursement.



How do I clean my orthotics?

It is best to dampen a cloth, with lukewarm water and liquid soap, and gently wipe the surface. Then let them air dry.



What is the warranty on my orthotics?

Adjustments for fit, function, and comfort are free of charge for 1 year from date of purchase.



How long will a pair of orthotics last?

Hard components should last for the functional life of the device (3-5 years). Soft components will wear at varying rates. We can repair soft components, while you wait or in a few business days, for a nominal charge.



Are orthotics comfortable?

When you first stand and walk with your new orthotics, you should feel firmly supported with noticeable contact under your foot. This sensation may feel unusual but not uncomfortable.



Do I wear my orthotics right away?

Yes, but you need to introduce them slowly during a break –in period as follows: • Do not wear your new orthotics during strenuous physical activity in the first week. • Slowly incorporate them into these activities during the second week of wear. • In the event that you experience any significant discomfort, simply remove your orthotics from your footwear and resume a gradual break-in routine the following day, increasing your daily wearing time by only 30 minutes each day.



My orthotics are not comfortable, what do I do?

If you have completed the break-in period and are still feeling discomfort, we want to see you. We are committed to working with you and your health care professional team to achieve a lasting comfortable outcome. Please call us or book an appointment online to review the cause of discomfort and make the necessary adjustments.



I’m interested in getting another pair of orthotics.

If the orthotics are working well for you, and are the same as a previous pair, you can call our clinic and we can put these into production without an appointment. We offer a 25% discount on subsequent pairs and still require a $250 deposit. If you are unsure, please call or book an appointment to discuss potential changes to the device.



Do I need to book an appointment to have my orthotics repaired?

As long as there are no changes made to the device, an appointment is not necessary. You can drop off your orthotics at any of our locations to be repaired. Please note that it typically takes a few days and we charge for the materials and work outside of our warranty period. Also, if you suspect adjustments are necessary or have a return of symptoms, it is best to book a virtual consultation with a pedorthist to discuss options and next steps before having the repairs completed.



Medical Compression

What is compression therapy?

The elasticized garment acts as an extra layer of muscle that gently squeezes the vein walls to improve blood flow and reduce swelling.



Do I need an appointment?

Yes. It is beneficial to book an appointment to ensure we have a Certified Sigvaris Fitter available to see you. In this appointment, we measure for the appropriate size, material and length. Please book this appointment as early as possible in the morning (before 11am), when swelling is minimal, to ensure an accurate measurement and the best fit for your stockings.



What should I bring to the appointment?

1. A pair of shorts 2. A referral/prescription from an HCP 3. A method of payment



Do I need a prescription?

Yes. As we cannot diagnose clients, the compression pressure must be prescribed by a healthcare practitioner. Also, many extended health plans require a prescription for reimbursement.



How much do they cost?

They range between $90-$200 depending on the style and length of the compression socks. We require a 50% deposit before we order the socks in for you. Due to the overwhelming variety of styles, materials, and sizes we only carry minimal inventory and order the socks as necessary. We usually have them within 48 hours of placing the order. We will then call you to book a fitting appointment.



Are they covered by my extended medical plan?

Many extended health plans include coverage for compression socks. However, as we do not direct bill, you will need to check with your provider with regards to your coverage and the documentation necessary for reimbursement.



How long do they work for?

The compression is guaranteed for 6 months of continuous wear. After that point, the manufacturer cannot guarantee the prescribed compression level. Therefore, it is recommended to get a new pair.



I want another pair?

If the socks are working well for you and there haven’t been any changes to your health or measurements, you can call our clinic and we can order another pair without an appointment. If you are unsure, please call or book an appointment to discuss potential changes. We still require a 50% deposit before we order the socks in for you.



Custom Knee Braces

Do I need a prescription?

Yes. As we cannot diagnose clients, the severity of injury must be determined by a healthcare practitioner. Also, many extended health plans require a prescription for reimbursement.



Do I need an appointment?

Yes. As part of our COVID-19 safety plan we have made adjustments to our appointment structure to include an intitial virtual consultation to discuss your needs and options and if necessary a second in-person appointment to take measurements.



What should I bring to the appointment?

1. A pair of shorts 2. A referral/prescription from an HCP 3. A method of payment



How much do they cost?

A supportive off-the-shelf knee brace ranges between $700 -$1000. While a custom knee braces ranges between $1500 -$2000. We require a 50% deposit before placing your order.



Why are custom knee braces better than off-the-shelf versions?

Off-the-shelf versions are cheaper, mass produced to fit the average person and often have a shorter lifespan and warranty than a custom device. A custom knee brace takes your activity and specific anatomy into consideration to maximize your comfort. Things taken into consideration are: your height, weight, leg circumference, leg contours, and joint angle.



Are they covered by my extended medical plan?

Many extended health plans include coverage for custom knee braces. However, as we do not direct bill, you will need to check with your provider with regards to your coverage and the documentation necessary for reimbursement.



Appointment

What do I need an appointment for?

As part of our COVID-19 safety plan, we are booking appointments for all our products and services to limit the number of people inside the clinic and allow enough time to sanitize in between clients. Booking in advance also ensures you do not have a lengthy wait as we no longer have a waiting area inside the clinic. We are booking appointments for: custom foot orthotics, custom toe spreaders, diabetic wound care, custom knee braces, compression socks, off-the-shelf braces and insoles, as well as rehabilitation tool recommendations. Off-the-shelf braces, insoles and rehabilitation tool recommendations are short 15 minute appointments with one of our Human Movement Specialists who will learn about you to offer personalized solutions and fit you with the best product option possible.



What should I bring to my appointment?

We are asking all clients to wear a mask, sanitize upon entry and to reschedule their appointment if they are sick or been in contact with someone with COVID-19.



What do I do when I arrive?

We are limiting the number of walkin traffic to minimize the number of people inside the clinic at any point in time so we encourage you to book an appointment beforehand to avoid a lengthy wait. When you arrive, please wear a mask, sanitize your hands with the provided hand sanitizer and wait for a staff member to provide further instruction. As we no longer have a waiting area, please do not come early as we will have to ask you to wait outside.



Do you have a waiting area?

No we cannot offer a waiting area at this time. If you do arrive early, please wait outside or in your car until your scheduled appointment time. Please note that if you have a physical limitation or are concerned about what to do while waiting, call our clinic so we can try to make the appropriate arrangements to keep you comfortable.



Do you have a public washroom?

Unfortunately we cannot allow public access to our washroom.



What can I expect during my virtual appointment?

You can book your virtual appointment online or call one of our locations and a staff member will happily book one for you. We will ask you to create an account on our client portal where we can send intake, COVID-19 screening, and other forms to be completed before your appointment. Once your appointment is booked, you will receive a confirmation email that will include step-by-step instructions. The virtual appointment requires access to the internet to connect with Telehealth or Zoom on your phone, tablet or computer. If you do not have access to a device with a camera, please call one of the clinics to book an appointment. During the appointment, a Canadian Certified Pedorthist or Kinesiologist will ask questions to understand your injury, your need for the prescribed or off-the-shelf device, and lifestyle to make product recommendations. Depending on what injury solution is recommended, you may be offered to purchase the product from our online store or asked to book a second in-person appointment.



What are the benefits of virtual appointments?

We can ask all the questions we need to get a sense of your condition and history without the time and physical constraints that COVID-19 safety plans require for in-person appointments. You save the commute and parking availability at some of our locations. It is booked at your convenience from the comforts of your home, office, or anywhere with an internet connection to connect on Telehealth or Zoom on your phone, tablet or computer with a camera. However, if you prefer in-person appointments don't fret because we are in COVID-19 safety compliance and limiting interactions to 30 minutes or less.



Insurance Coverage

What does my plan cover?

Many extended health plans include coverage for custom foot orthotics and SportMed braces. You will need to check with your provider with regards to your coverage and the documentation necessary for reimbursement.



Do you directly bill my extended medical/insurance plan?

No, unfortunately we are unable to do so. We will happily provide you with all documentation necessary for reimbursement.



Online Store

How do I receive my online purchase?

You have the option of contactless pick-up at any one of our locations (select your preferred location on the cart page) or we can ship the product to you.



How do I know what product is right for me?

If you are feeling unsure, one of our Human Movement Specialists will offer product recommendations and fitting advice using our chat feature, over the phone or during a virtual consultation that you can book online.



Can I return my purchase?

Yes we are accepting returns of off-the shelf braces & supports, insoles and rehabilitation tools as long as they are in resellable condition. You can bring them back to any of our locations or mail them but this would be at your cost.



Sportmed Braces & Insoles

Do I need an appointment for off-the shelf braces, insoles or other products?

As part of our COVID-19 safety plan we are trying to limit the number of people inside our clinic at any time so we encourage you to book an appointment in advance. This will prevent a lengthy wait outside as we no longer have a waiting area inside the clinic. These appointments are short 15 minute appointments with one of our Human Movement Specialists who will take the time to learn about you to make personalized product recommendations as well as size and fit you with the best product match possible.



Can I return my purchase?

Yes we are accepting returns of off-the-shelf braces & supports, insoles and rehabilitatin tools as long as they are in resellable condition.



Do I have to book an appointment to ask questions about my brace, insole or rehab product?

Not necessarily. If you would like to speak with someone in-person we encourage you to book an appointment beforehand to avoid having to wait outside as we are limiting the number of people inside the clinic at any given point in time. You can always call one of our clinics or use the chat function here on the website located at the bottom right of your scree and one of Human Movement Specialists will be happy to discuss options, answer questions, and provide fitting advice.



COVID-19 Safety

What are you doing to keep clients and staff safe?

Limiting the number of people inside the clinic at any given point in time by pre-booking appointments for all our products and services. Reduced the number of staff in the building taking appointments. Asking clients to come alone whenever possible. Exceptions are made for children, people requiring assistance, interpreters, and similiar situations. All in-person appointments are 30 minutes or less to adher to WorkSafe recommendations. All clients are required to wear a mask, unless underlying health issues prevent so, and sanitize their hands upon entry of our business. Socailly distance whenever possible. Staff are also wearing masks, sanitizing their hands and work areas and in some cases wearing gloves. Enhanced daily cleaning measures as well as in between clients. If a 2 meter distance cannot be maintained during the appointment, staff are wearing personal protective equipment and using alternative processes to reduce physical contact. We have installed physical plastic barriers at our reception and adminstration areas. Clearly marked travel pathways to reduce close contact with other people.



COVID Screening

Please do not enter the clinic and reschedule your appointment if you have any of the following: 1. fever, cough, sore throat or trouble breathing 2. have been in contact with someone that has tested positive for COVID-19 in the last 14 days 3. have been notified that you have potentially been exposed to COVID-19 in the last 14 days 4. have travelled outside of BC in the last 14 days



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