FAQ Section

Walk Easy's most frequently asked questions and answers

Our FAQs have been organized by categories. You can view and select any question in the left-side menu or browse through all of them below.

General

Problems buying online...

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How long has Walk Easy been in business?

Walk Easy was founded in 1991 and we celebrated our 25th anniversary just a couple of years ago. You can safely buy from us – we'll be around at least for the next 25 years.

Where else can I buy Walk Easy products?

Most products are available for purchase through medical shops nationwide (durable medical equipment or DME suppliers), at many hospitals and rehabilitation centers and even via educational centers for the physically-impaired and therapists assisting such persons.

Products marked as "only on walkeasy.com" are exclusively available on our website and cannot be found elsewhere.

Online shopping

Can I buy just a single crutch?

Forearm crutches can be purchased as single units. From any product page, click the link that says "Want to buy just one?" and check the box. The price for a single crutch is exactly half of the full pair price. Please note that all our crutches are sold in pairs except platform crutches (ref. 410).

How can I find parts or accessories for a specific product?

If any crutch or cane model has parts or accessories available, you can find them by visiting that product's page.

For example, if you are looking for parts for model 490, visit that product's page and you'll see a "Related Parts" tab below the main image. If you are looking for accessories, see the "Accessories" slider below the "Add to Cart" button (to the right of product details).

What payment methods do you accept?

We accept all major credit cards (Visa, Mastercard, Discover and American Express) as well as PayPal, e-Check and prepayment by cashier´s check or money order. You can also place your order online and call us with your credit card information (select "Deferred order" on checkout). In all cases, payment needs to clear before your products are shipped out.

Do I need to register to purchase at www.walkeasy.com?

No you don´t. However if you choose to register, you'll be able to purchase in just 2 steps, save items to your "Favorites," access your order history, easily find parts and accessories for products previously ordered, print invoices and rate and review products and comment on blog articles.

You can register with just an email address and a password. We don't ask for anything else until you place an order!

How secure is your ordering process?

All pages on walkeasy.com are secure — HTTPS, the "secure" padlock and encryption is always on. Additionally, we NEVER store any payment or credit card information.

Additionally, we've gone a step further. You'll always see "WALK EASY, INC" in front of the website name so you can rest assured that you're on the right website and that it's perfectly safe to shop.

Credit card transactions are processed by Authorize.net, a leading global online payment gateway.

How do I find the Medicare code?

Please note that not all items have a Medicare code. For those that do, you'll find it in the "Product Details" tab below the main product image – it is called the HCPCS code

Why can't I add items to "Favorites"?

You need to be a registered user and logged in to add one or more items to your "Favorites."

Otherwise we have no way of storing the items you've added when you return to our website a day, a week or a month later.

What is My Account?

It is a section for registered users where you can:

1. Access your account information and order history
2. Change the name, email or password associated with your account
3. Add, edit or delete a shipping or billing address
4. Access easy instructions for product returns, and
5. View your product reviews as well as comments you have made on blog articles.

Missing products and/or colors?

Our website only shows products and colors that are in stock. If a product doesn't show, it is currently out of stock but will most likely be available again soon.

If one or more product colors are out of stock, we will show this information on individual product pages under "Why are some colors missing?" Click on this link to show which colors are back-ordered and their expected availability date.

Price match guarantee

If within 7 days of purchase you find a lower advertised price on another site for the exact same product, we'll match it! The following conditions apply:

1. It must be for the same product reference, color and size.
2. It must be available for immediate purchase.
3. The price must include shipping charges. Some vendors advertise a lower price and then charge more for shipping.
4. We must be able to verify the lower price. Send us an email with the link to the lower advertised product, your name, order date and Walk Easy order number.

Once verified, we'll issue a credit for the difference that you can then apply toward any future purchase on www.walkeasy.com

Shipping & returns

How soon do orders ship?

If the items are in stock, over 90% of orders ship within 24 hours or 1 business day. Orders placed on regular weekdays before 1:00pm are typically shipped the same day, otherwise the following business day. Orders received on a Friday after 1:00pm EST would ship the following Monday. You will receive an email from us informing you once your order has shipped.

Registered users can access the "My Account" area to check on the status of any order they've placed.

Please note that holidays can cause additional delays in order processing and shipping. We will notify you on our website if any given day is an observed holiday.

Note: orders marked for Next Day Air or 2nd Day Air shipping are given priority but we cannot guarantee that they will ship the same day.

Does Walk Easy pay return shipping?

Walk Easy pays return shipping only if we have shipped one or more incorrect items (model, color, size, etc...). Otherwise, if you wish to return an item, please call or email us to request a Return Merchandise Authorization (RMA) number and you will be responsible for return freight. Click here to download the returns form.

What is your return & refund policy?

We accept returns of any unused product(s) within 30 days of your original order date. Please note that all returned products must in "new, unused and resalable condition." Please request an RMA number by calling or emailing us and return the products to us along with this completed form in the original box whenever possible.

We process returned merchandise within 5 business days of receipt and we'll refund your original purchase amount (less freight) to your original payment method. You're responsible for the product(s) until they reach our warehouse, so please make sure they're packaged properly and don't get damaged on the way. All returned products will be inspected upon receipt. Although we try hard to accept all returns, we can't issue a refund in the unlikely event that an item is returned to us in an unsuitable condition.

If any item you have ordered arrives damaged, please contact us immediately so we can file a claim with the carrier on your behalf. We'll then make arrangements to get a replacement product sent out to you as soon as possible.

What shipping methods do you offer?

Shipping methods depend on your destination country:

U.S.A.: by ground freight via FedEx, by Priority Mail or as 2nd Day or Next Day Air service
Canada: by airmail post
All other countries: by international airmail (including Mexico)

How much do you charge for shipping?

Our shipping partners calculate shipping costs either by weight or by the size of the box (this is known as "dimensional weight"). The shipping cost for bulkier items such as crutches, tripod or quad canes, is calculated on the basis of their dimensional weight. Smaller items such as crutch or cane tips, grip covers, etc... are calculated on the basis of their actual weight.

Once you have added items to your cart, you can select your shipping method to get an immediate estimate of shipping charges. If you are ordering from Canada or any other international country, the shipping method will be selected for you.

Order shipped to Canada or to any other international destination are shipped by postal service Airmail. Sorry but we don't offer other international shipping methods at this time.

Did an item arrive damaged?

Though rare, it can happen that an item is damaged during transportation. A heavy box dropped on top can bend or break a crutch cuff or even the tubing of a crutch or cane.

Please inspect your order immediately upon receipt. Should one or more products have arrived damaged, please take photos of the box and of the damaged item(s) and send them to us by email at sales@walkeasy.com with a brief explanation, the order date and order reference (both can be found on the packing slip or by accessing your account if you are a registered user).

We will contact the carrier to file a claim on your behalf and will arrange to have the product(s) replaced at no cost to you.

Note: most carriers require that claims be filed within 72 hours of package delivery!

Product questions

Adjusting the height of your crutch or cane with the Clip

It's actually very simple! Just watch the video below.

Installing cuff covers on forearm crutches

Please follow the instructions in the following video

How accurate are the colors?

We've done our very best to accurately represent the colors (both on products and color samples).

Differences in color adjustments, brightness, contrast and saturation on your viewing device – whether a desktop monitor, tablet, smartphone or television – will always introduce a small difference between the actual color and what you see on screen.

Reimbursement

Can I apply for reimbursement for my walking aid?

If you have Medicare, Medicaid or private insurance, the safest way is always to call them first to find out whether or not you qualify.

For more information, please download our Medicare & insurance reimbursement instructions in PDF format. It includes the complete Medicare CMS1490S form.

Does Walk Easy accept Medicare assignment?

Walk Easy is NOT a participating provider. That means we cannot accept federally funded programs such as Medicare or Medicaid or accept the Medicare-approved reimbursement rates as payment for medical supplies such as walking aids.

For more information, please download our Medicare & insurance reimbursement instructions in PDF format.

Privacy

Does your website use cookies?

We use cookies to maintain your personal preferences, to store items in your cart or in your favorites and to make it easier for you when you return to our site. We don´t use them for any other purpose.

Do you share email addresses?

We absolutely never, ever share your email address with anyone (except if we are subpoenad to do so). This applies to email addresses submitted when you place an order, when you contact us or when you've subscribed to our newsletter.

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