FAQ

General Questions

Services

What is a pedorthist?


A Canadian Certified Pedorthist or C. Ped (C) is a foot orthotic and orthopaedic footwear expert. They are one of the few healthcare professionals trained in the assessment of lower limb anatomy and biomechanics.




What is a Human Movement Specialist?


They are trained experts who have all studied human movement (kinesiology) to improve your health and wellness. They are highly qualified to find you the right injury solution and rehab products.
*Also qualified in the fitting of medical compression and custom knee bracing.




What services do you offer?


- Custom Foot Orthotics - Ankle Foor Orthotics - Custom Toe Cradles - Custom shoes and modifications - Off the shelf Orthopaedic braces - Custom knee braces - Digi accessories - Myofascial release tools - Rehabilitation products - Compression - Posture Supports





Appointments

What do I need an appointments 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.




Virtual Appointments


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.




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.




When do 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.





Insurance

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.





COVID-Safety

What are you doing to keep clients 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 Screenings


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





Custom Orthotics + Pedorthic Services

General Questions

Can I return a purchase?


Yes! We accept returns of off-the-shelf braces & supports, insoles and rehabilitation tools as long as they are in resellable condition.




If I have a question, do I need an appointment?


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.




Who fits my brace and/or support?


Our Human Movements Specialists are trained experts in selecting and fitting our injury prouducts. As they have all studied kinesiology, the study of human movment, they can also provide information and insight regarding your injury and make rehab product recommendations to help you recover faster.





Appointments

Do I need an appointment for off-the-shelf bracing and insoles?


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.





Insurance


Online store

How do I recieve my online purchase?


We ship your product(s) using UPS Express Saver which usually arrives within 2-3 business days.




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 online 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.





 
 

Bracing + Supports

General Questions

Can I return a purchase?


Yes! We accept returns of off-the-shelf braces & supports, insoles and rehabilitation tools as long as they are in resellable condition.




If I have a question, do I need an appointment?


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.




Who fits my brace and/or support?


Our Human Movements Specialists are trained experts in selecting and fitting our injury prouducts. As they have all studied kinesiology, the study of human movment, they can also provide information and insight regarding your injury and make rehab product recommendations to help you recover faster.





Appointments

Do I need an appointment for off-the-shelf bracing and insoles?


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.





Insurance


Online store

How do I recieve my online purchase?


We ship your product(s) using UPS Express Saver which usually arrives within 2-3 business days.




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 online 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.





 

Medical Compression

General Questions

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.




How long do they asked 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.





Appointments

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 does it 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.




What should I bring to an appointment?


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




What do I do if 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.





Insurance

Is it covered by extended medical?


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.





 

Custom Knee Braces

General Questions

Can I return a purchase?


Yes! We accept returns of off-the-shelf braces & supports, insoles and rehabilitation tools as long as they are in resellable condition.




If I have a question, do I need an appointment?


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.




Who fits my brace and/or support?


Our Human Movements Specialists are trained experts in selecting and fitting our injury prouducts. As they have all studied kinesiology, the study of human movment, they can also provide information and insight regarding your injury and make rehab product recommendations to help you recover faster.





Appointments

Do I need an appointment for off-the-shelf bracing and insoles?


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.





Insurance


Online store

How do I recieve my online purchase?


We ship your product(s) using UPS Express Saver which usually arrives within 2-3 business days.




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 online 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.