Question 1

What sets PASS Bracing a part from other retail stores?

Accepted Answer

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.

Question 2

Do I need an appointment?

Accepted Answer

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

Question 3

How long should I wear my brace for?

Accepted Answer

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.

Question 4

What are the steps to getting a custom knee brace?

Accepted Answer

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

Question 5

Do you accept product returns?

Accepted Answer

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.

Question 6

Do I need a prescription to buy a brace?

Accepted Answer

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.

Question 7

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

Accepted Answer

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.

Question 8

How long will my brace last?

Accepted Answer

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.

Question 9

Do you direct bill to the insurance company?

Accepted Answer

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

Question 10

Product warranty

Accepted Answer

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

Question 11

What should I wear to my appointment?

Accepted Answer

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.

Question 12

How do I clean my brace?

Accepted Answer

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.

Question 13

Can my brace get wet?

Accepted Answer

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.

Question 14

Are you open on weekends?

Accepted Answer

No, we are not open on weekends or statutory holidays. Our hours are Monday-Friday 9:30am - 5:30pm.

Question 15

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

Accepted Answer

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.

Question 16

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

Accepted Answer

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.

Question 17

Do you have specialty sizes?

Accepted Answer

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.

Question 18

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

Accepted Answer

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.

Question 19

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

Accepted Answer

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.

Question 20

Do you have any other locations?

Accepted Answer

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.

Question 21

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

Accepted Answer

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.

Question 22

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

Accepted Answer

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.

Question 23

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

Accepted Answer

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.

Question 24

Are braces covered by insurance?

Accepted Answer

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)

Question 25

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

Accepted Answer

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

Question 26

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

Accepted Answer

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

Question 27

Do you offer any discounts on products?

Accepted Answer

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.

PHYSICALLY ACTIVE
SUPPORTS & SUPPLIES

CLOSED MONDAY AUG. 4th CIVIC HOLIDAY

REMINDER: PLEASE BRING PROPER FITTING ATTIRE (EX. SHORTS) TO YOUR FITTING APPOINTMENT

Online store currently under construction. Please contact the store with inquiries.

Frequently Asked Questions