Frequently Asked Questions
Answers to the questions we hear most. If yours is not covered here, email [support@yourdomain.com] and a real person will reply, usually within one business day.
Choosing the right product
How do I know which size to order?
Most of our walking aids adjust over a range of heights. Measure the user while standing in their usual shoes, then match that measurement to the height range on the product page. Our Fit Guide walks through cane, crutch, shower chair, and commode fitting step by step. If you are between sizes, contact us with the user's height and weight and we will help.
How much weight will a product hold?
Each product page lists its weight capacity under Key Specs. Do not exceed it. If you need a higher capacity, browse our Heavy Duty collection, which includes options rated up to 350 lb and above.
Can I use a cane or crutch on stairs?
Ask your physician or physical therapist before using any walking aid on stairs. Technique depends on your strength, the railing, and whether you are bearing weight on one or both legs. A walking aid is not a substitute for a secure handrail.
Are these products right for someone recovering from surgery?
Many of our products are used during post-operative recovery, but the right choice depends on your surgeon's instructions and your weight-bearing status. Confirm with your care team before ordering. Our Post-Surgery Recovery collection groups commonly used items.
Payment, HSA/FSA, and insurance
Can I pay with an HSA or FSA card?
Some mobility and bathroom safety products may be eligible for HSA or FSA reimbursement, but eligibility depends on your plan and your provider's rules. We recommend confirming with your plan administrator before ordering. [If you add an HSA/FSA eligibility partner, describe it here, including whether a Letter of Medical Necessity is required.]
Do you bill insurance or Medicare?
No. We do not bill insurance, Medicare, or Medicaid, and we are not a contracted durable medical equipment supplier. You can request an itemized receipt by emailing [support@yourdomain.com] and submit it to your plan yourself. Reimbursement is not guaranteed.
What payment methods do you accept?
Available payment methods are shown at checkout and may include major credit and debit cards, Shop Pay, PayPal, and other options depending on your location. We do not accept cash, checks, or money orders.
Shipping and delivery
How fast will my order ship?
Most orders are processed within one business day. Standard shipping takes an estimated 3 to 7 business days after processing. Expedited options, where available, are shown at checkout. See our Shipping Policy for full details.
Do you ship outside the United States?
Not at this time. We ship within the 50 United States and Washington, D.C. We do not ship to APO/FPO addresses.
Can I change my shipping address after ordering?
Email us as soon as possible. We can usually update an address before the order is packed. Once it ships, we cannot redirect it.
Returns and warranty
What is your return policy?
You may return unused items within 30 days of delivery in their original packaging. A return shipping fee of $9.95 applies unless the item is defective or we made an error. Bathroom safety products must be unused and uninstalled. See our Return and Refund Policy for the full process.
What does the warranty cover?
Our one-year limited warranty covers manufacturing defects in frames, welds, joints, locking mechanisms, and structural components under normal use. Wear parts such as rubber tips and grips are not covered. See our Warranty page to start a claim.
Can I buy replacement parts?
Yes. We stock common replacement parts, including rubber tips, grips, and hardware, for many models. Email [support@yourdomain.com] with your order number or model name and we will confirm availability and price.
Product use and care
Is assembly required?
Most walking aids arrive fully assembled or require only attaching a tip, inserting a handle, or snapping a leg into place. Shower chairs and commode chairs vary by model. The product page lists assembly requirements, and instructions are included in the box.
How do I clean my product?
Wipe frames and seats with mild soap and water, then dry thoroughly. Do not use bleach, abrasive cleaners, or solvents. Remove soap residue from rubber tips, since it can make them slippery. Check tips and grips regularly and replace them when worn.
How often should I check the product?
Check push buttons, locking pins, joints, and rubber tips before each use. A quick inspection takes seconds and matters more than any maintenance schedule.
Orders and support
Can I cancel or change my order?
Email us right away. We can usually cancel or edit an order before it is packed. After it ships, please use the return process.
How do I contact you?
Email [support@yourdomain.com] or call [Phone], Monday through Friday, 9:00 a.m. to 5:00 p.m. Eastern Time. Include your order number if you have one so we can help faster.