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.
I was told I needed orthotics, what happens at my first appointment?
What do I bring to the appointment?
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?
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?
Do I wear my orthotics right away?
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?
What should I bring to the appointment?
Do I need a prescription?
How much do they cost?
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?
How much do they cost?
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.
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.
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.
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.
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.
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.
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.
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.
COVID Screening
Please do not enter the clinic and reschedule your appointment if you have any of the following: