FAQs'

Q: Do you offer delivery on mobility device rentals?

A: Yes. Same day delivery is available for products in stock. We are typically able to delivery in-stock items within 2-3 hours. Pick-up from one of our locations is also available, in which case no delivery fee applies. Please contact us to coordinate pick up. 

 

Q: What is the delivery fee?

A: The delivery fee ranges depending on location and distance. Your delivery fee will be calculated once you input your address into the check out page. 

 

Q: Why does it say "Shipping not available"?  

A: Please contact us and we will work with you to create a custom quote for your delivery. 

 

Q: What if the product I want is not in stock?

A: For inventory that is purchased or rental orders for items that are not in stock, the delivery time is typically 2 to 3 days, dependent on our suppliers.

 

Q: Can I pick-up the device?

A: We offer in-person pickup at the Shoppers Drug Mart at Toronto Western Hospital located at 399 Bathurst Street during regular business hours.

An alternative pick-up location is available at 220 Viewmount Avenue in North York. Please call 647-838-6740 to set up an appointment for pick-up from our North York location.

 

Q: Do your devices fit in a car?

A: Our mobility devices are foldable and will fit in the trunk your car.

 

Q: How can I extend my device rental?

A: Rental extensions can be reserved on our website. If you have any questions, please call 647-838-6740. When your device is returned, we will charge the balance, if any, outstanding on your rental.

 

Q: Do you offer rent-to-own options?

A: Yes, if you wish to purchase the device you have rented, please contact us. You will be provided with a partial credit for rental amounts paid.

 

Q: If I return my rental prior to the completion of the rental period, am I entitled to a partial refund?

A: Unfortunately we are unable to provide refunds on the early return of rental devices.

 

Q: What if I am not satisfied with the device?

A: Please contact us and we will do whatever it takes to accommodate your mobility needs.

 

Q: What happens at the end of my rental?

A: Please return the device to one of our locations. To coordinate a drop off time, please call 647-833-9290. To arrange for the device to be picked up from your address, we recommend using our preferred courier service, Uber package. This feature can be accessed in your Uber app. 

 

Q: Is there tax on the rental and purchase of medical equipment?

A: No, medical equipment and assistive devices are exempt from HST/GST. Taxes are only applicable on delivery fees.

 

Q: Does Wheel Walkers direct bill insurance companies?

A: We do not direct bill private insurance companies. Upon receipt of payment, we will provide you with a ‘paid invoice’ which can be submitted to your insurer for reimbursement. Contact us for more information.

 

Q: Do I need a prescription for a knee walker rental?
A:
No, prescriptions are not typically required for a knee walker rental, but your insurance provider may require an invoice submitted for reimbursement is accompanied by a doctor's prescription before consenting to reimbursing your cost.