For Practitioners:

What are the steps to getting a custom knee brace?


1) Get a prescription from your doctor 2) Stop in for a complimentary consultatin 3) Submit an estimate to your insurance company for approval 4) Book an appointment to be measured 5) Brace arrives 5-10 days later 6) Make an appointment for your fitting




Do you direct bill to the insurance company?


No. We do not direct bill to your insurance company. However, we do provide you with all the necessary documents for coverage.




Do you have specialty 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.




What is an unloading knee brace and how does it work?


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.




Do you rent any products?


Yes. We rent walking boots, crutches, canes, wheelchairs, IROM knee braces, and cryo cuff units. These are rented on a first come first serve basis as availibility is limited.




Are braces covered by insurance?


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)




Do I need an appointment?


No. The majority of the products in the store require no appointment for fittings. However, we do recommend appointments for custom products. Call the store to book: 519-884-1600




Do I need a prescription to buy a brace?


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) Diagnoosis 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.




What information needs to be included on the prescription?


Prescriptions should include the diagnoses and which limb the product is for. Keeping a prescription more general allows both the customer and brace fitter options if a specific product does not fit/work for the patient. If a practitioner has a particular brace in mind, writing the product name and including "or similar" on the prescription shows the brace fitter the practitioner's train of thought but allows the customer to chose a similar product and still get it covered by insurance.




Why should I recommend patients to go to your store?


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 also have a Registered Kinesiologist, Athletic Therapist, and 2 Master students on staff. We work with our clients to recommend a product that not only matches their diagnosis, but one 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.




How do I receive business cards and prescription pads?


If you would like a prescription pad specific for bracing please contact the store by phone or email. 519-884-1600 or passbracing@gmail.com





For Customers:

Do I need an appointment?


COVID REVISION: At this time we ask that customers call to book a same or next day appointment so we can moniter the number of people in the store. No. The majority of the products in the store require no appointment for fittings. However, we do recommend appointments for custom products. Call the store to book: 519-884-1600




How long should I wear my brace for?


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.




Do you accept product returns?


No. For Hygenic 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 manufacrurer warranty for product defects.




Do I need a prescription to buy a brace?


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) Diagnoosis 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.




My custom brace is old and worn, is there a way to refurbish it?


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 maintenanc and paint retouching, we will send the product to the manufacturer on your behalf.




How long will my brace last?


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.




Product warranty


All of our products have a 30 day manufacturer warranty for defects. If there is a problem with the product please contac the store and we would be happy to find a solution for you: 519-591-0603




What should I wear to my appointment?


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.




How do I clean my brace?


Braces are recommended to be hand washed and air dried with a mild cleaner.




Can my brace get wet?


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.




Are you open on weekends?


No, we are not open on weekends. Our hours are Monday-Friday from 9am-6pm




How long do I need to wear the brace until I'm healed?


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.




How do I know my size? Does one size fit all?


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.




How do I know which brace is the best for me?


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.




Do you have any other locations?


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.




Do you sell any products online? Can you ship it to me?


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 reccomendations for a product, or help with sizing.




Can you try products on with open wounds/skin coniditons?


For hyegic reasons PASS employees have the right to prohibit customers from trying on products if skin lesions/open wounds are present on the injured area.




What is considered a "special order"? Are there any fees?


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.




How do I refresh my memory on how to wear my brace?


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




Can I be fitted for a brace if my injury is recent and my joint is swollen?


It is recommended that you wait until swelling or acute pain subsides because it may affect the fit of the brace.




What are the steps to getting a custom knee brace?


1) Get a prescription from your doctor 2) Stop in for a complimentary consultatin 3) Submit an estimate to your insurance company for approval 4) Book an appointment to be measured 5) Brace arrives 5-10 days later 6) Make an appointment for your fitting




Do you direct bill to the insurance company?


No. We do not direct bill to your insurance company. However, we do provide you with all the necessary documents for coverage.




Do you have specialty 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.




What is an unloading knee brace and how does it work?


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.




Are braces covered by insurance?


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)




Do you offer any discounts on products?


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.




What sets PASS Bracing a part from other retail stores?


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 also have a Registered Kinesiologist and an Ahletic Therapist on staff. We work with our clients to recommend a product that not only matches their diagnosis, but one 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.





Online Ordering

What is your return policy?


All sales are final for both hygenic purposed and to prevent insurance fraud as many of our products are reimbursable through health plans. Improper sizing cannot be returned, if you are concerned about measuring your own product a video chat can be set up with a staff member to assist you. There is also a 30 day warranty for manufacturers' defects (this does not include normal wear of the brace)




How much is shipping?


Shipping within ontario is flat rate $15. Shipping outside of ontario to other provinces is $20.




How do I know what size to order?


Sizing charts are included on all products that are not universal sizing. If you need assistance with measuring or would like us to recommend a size we can arrange a video chat with a staff member.




I don't see the product I'm looking for on your website, do you have other options?


YES! We have more options available at our retail location. We highly reccomend that if you are local that you come in to try on the braces.





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519-884-1600   |   passbracing@gmail.com