Frequently Asked Questions
PASS Bracing is not your typical retail store. All of out staff is highly educated in regards to bracing and also have additional schooling in Kinesiology. We work with our clients to recommend products that not only match their diagnosis, but that is practical for their body type and lifestyle. We take time to ensure that all clients know how to properly wear the product and are here to answer any questions they may have.
No. The majority of the products in the store require no appointment for fittings.
However, we do recommend appointments for custom products or more complex inquiries. Call the store to book: 519-884-1600
There are no specifications for how long an individual should wear their brace. Typically, the brace would be worn only when active or when the user will be using the affected area for a long perriod of time.
1) Get a prescription from your doctor
2) Book a complimentary consultation
3) Submit an estimate to your insurance company for approval
4) Book an appointment to be measured
5) Brace arrives 7-10 days later
6) Make an appointment for your fitting
No. For hygienic reasons and to prevent insurance fraud we cannot accept product returns or exchanges. For this reason, all products are final sale. There is however a 30 day manufacturer warranty for product defects.
No prescription is necessary to purchase any products from our store. However, it is often beneficial to have a prescription for the following reasons:
1) Diagnosis may influence the type of brace necessary.
2) We can wave your taxes if you have the prescription with you.
3) Many insurance companies require a prescription in order to be reimbursed.
Yes. There are refurbishment kits for custom knee braces which include new pads, liners, and straps. These are typically ordered on a request basis and installed in store. For hinge maintenance and paint retouching, we will send the product to the manufacturer on your behalf.
It depends. While the average lifespan for a brace is 6 months, some people wear their brace out faster, and some make them last for years. It depends on how often you wear it, clean it, and protect it.
No. We do not direct bill to your insurance company. However, we do provide you with all the necessary documents for coverage.
All of our products have a 30 day manufacturer warranty for defects. If there is a problem with the product please contact the store and we would be happy to find a solution for you: 519-884-1600
For knee braces, please wear loose fitting pants that can be rolled up or shorts. You are welcome to change into shorts once here in the changeroom. We do have extra shorts in the store in case.
Braces are recommended to be hand washed and air dried with a mild cleaner. Specific washing instructions from the manufacturer can be found in the information booklet in the box of certain braces as well.
Most of our braces are water safe, but it is recommended to completely dry them right after use. Braces that are worn in chrlorinated or salt water should be rinsed with fresh water aftwords to maintain the integrity of the product. Keep in mind that water reduces the amount of force on your joints so a brace may not be necessary.
No, we are not open on weekends or statutory holidays. Our hours are Monday-Friday 9:30am - 5:30pm.
It depends. Every person's injury and time to heal is different. Many people continue to wear there brace after they are technically "healed" as a protective mechanism.
We recommend you try on the product you are interested in at the store. Our staff can measure and size you, and recommend which product will fit your body type the best. A few of our products come in universal sizes.
We carry an extensive range of sizes in our products. Some products come in limited sizes, but we have plenty of other types available if fit is an issue. Some products also have the flexibility to be made custom.
Unloading knee braces are intended for knee osteoarthritis. They work by changing how the forces load through the knee joint to take pressure off the affected cartilage.
Our staff is highly trained to help you with bracing decsisions. Knowing your condition is helpful to narrow down what type of brace is best but not always needed.
No, our only location is at 65 University Ave. E, in Waterloo, ON. We are a small, privately owned business, owned and operated since 1997.
We currently have an online store to better serve our clients. Shipping optons include standard shipping across canada, local delivery in Kitchener/Waterloo, and curbside pickup at our retail location. Since all sales are final we recommend contacting us if you have any questions about a product, need recommendations for a product, or help with sizing.
For hygenic reasons PASS employees have the right to prohibit customers from trying on products if skin lesions/open wounds are present on the injured area.
A special order is when we order a specific product for a client that we do not normally carry in stock. There is no purchase required at the time of order. However, a credit card imprint or deposit of 10% of the total cost of the order (up to a max of $25) is required as a restocking fee in case the client never picks up the product.
Many insurance companies do cover the purchase of bracing products to some extent. We recommend you look into this coverage before purchasing products. Usually the stipulations for getting a product covered are as followed:
1) Doctors note
2) Product should be used for everyday use
3) Must contain rigid material (plastic/metal) or medical grade compression (>20 mmHg)
Customers are welcome to come back to the store if they have any questions regarding their existing products. We are happy to reteach. We also have many YouTube videos regarding our products. https://www.youtube.com/channel/UCJgfQQEOa1y4Qf5Nbu-JemQ
It is recommended that you wait until swelling or acute pain subsides as it may affect the fit of the brace.
While we do not offer discounts on products, we are able to wave your taxes if you bring in a prescription from a medical doctor or nurse practitioner at the time of purchase.