FREQUENTLY ASKED QUESTIONS

How To Order

Thank you for visiting CustomCanes.org. For your convenience, we offer the following options for making your purchase from our Web Store:

Cutting Your Cane

While gripping the cane shaft, not the handle, twist the rubber tip from the end of the cane. If the rubber tip is too tight, work a squirt of WD-40 or a solution of warm water and liquid soap between the cane shaft and the tip. Once the tip has been removed, cut the cane with a fine tooth hacksaw, miter saw or cut-off saw at the marked point, and then replace the rubber tip back onto the bottom of the cane. To allow for individual differences, you should cut the cane longer than the determined size and check for comfort before making the final cut. (Tips add an approx. ½” cushion to the final height of a cane.) Just remember, canes can be shortened, but not lengthened. The final cane height should give you a slight bend to your elbow so you have a bit of a “lift off.”

 

Gift Certificates

Treat your loved ones with a CustomCanes.org gift certificate! Certificates come in denominations of $25, $50, $75 and $100; and, they are good toward any purchase made at Custom Canes. Your gift certificate will be sent through an email via an attachment to the recipient. Make sure you have the exact email address of the recipient to ensure speedy delivery. To purchase your gift certificate click here to go to the gift certificate page. Gift certificates must be redeemed through our website, www.customcanes.org. They cannot be redeemed anywhere else and are not refundable for credit. Gift certificates are good for up to the value of the certificate; any purchase over the amount of the gift certificate must be paid by the recipient with a credit card. Any remaining balance left over after purchase with the gift certificate will be credited to the recipient’s customcanes.org gift certificate account balance for future use. It cannot be refunded or credited back to a credit card. The recipient must retain the code provided on the gift certificate at time of receipt. If this code is lost, CustomCanes.org cannot be responsible for replacing the value of the gift certificate.

Gift Return Policy

We are happy to accept returns of gifts! We can either credit the gift purchaser’s credit card, or issue the credit to the gift recipient, good for future purchases at our site; however, we cannot issue credit to the credit card of a gift recipient. We do not issue cash refunds.

Helpful Tips

In the majority of cases, a cane should be used on the opposite side from an injury or weakness. This not only allows for the injury to continue to be exercised minimizing any atrophy to the limb, but it also helps to keep a better gait. Ask your doctor or physiotherapist for advice in this area. Canes will sometimes need to be used on the same side as a weak leg. This is true when leg muscles stop working with little notice. Many MS patients will use a cane in this manner. The cane becomes a leg allowing the user to regain balance and hopefully not fall. Ask your doctor or physiotherapist for advice in this area.

Mail Order

If you wish to make your payment by certified check or money order, choose the Money Order payment option when checking out, or by filling in the attached order form. If you choose to use the order form please print it off and mail it to us along with your payment. Before sending in the form, please call or email to confirm the shipping charge. Using the check out option on our shopping cart will allow you to see the different shipping options and rates available to your location.

Order Tracking

When you place an order at CustomCanes.org, we issue you a order number on screen and via e-mail. Use this number and the zip code on the order and you can get up to date tracking information here at http://www.customcanes.org/canes/ORDERSTAT.html.

Phone Ordering

Phone Orders may be placed between 9:30 – 5:30 EST Monday Through Friday. Please call 1-855-734-5600 to place an order by phone.

Privacy Policy

We take your (and our!) privacy seriously. CustomCanes.org respects your privacy. The information that is collected about you is used to process orders and is not used for anything else. We will never sell, rent, or give away your name, e-mail, or address to anyone.

Returned Items

To return an item, you must call CustomCanes.org Customer Service at 1.855-734-5600 or email us at orders@customcanes.org to receive a Return Merchandise Authorization (RMA) code for your return. Sorry, but any returned item not accompanied by an official RMA code cannot be accepted. Please write the RMA code on the returned portion of the original packing slip and on the shipping return label. Please take a minute to tell us why you’re not happy with the product – we want to know! Returned items must be new and unworn, and in the same condition as they were sent. We are not obligated to accept returns if the item is worn or used.

Return Policy

If you are not satisfied with the product you received from Custom Canes.org, you may return it within 15 working days of the receipt of your order, in new condition. Shipping and customs should be prepaid by you. A full refund of the purchase price minus a $2.00 restocking fee for items under $200 will be made. Customized canes or hikers are not refundable. Canes that have been shortened or altered in anyway cannot be returned for a refund. Before shipping a returning item, print “Return of Merchandise” clearly on the outside of the package. Send a copy of the original receipt with the return. If you received free shipping on your order and your order is returned a shipping fee will be applied at $10.95.

 

Secure Credit Card Purchase

PayPal our electronic payment processing gateway through which we accept Visa, MasterCard, Discover and American Express online payments. When you are ready to place an order, select the item you wish to purchase and click the “Add to Cart” button. This button will take you to the “Shopping Cart” page which will display the item(s) you have added to your cart. Once you have decided you are finished shopping, click the “Checkout” button. This button will take you to the page which will begin the payment process. At any time before finalizing your order, you can go back to the Shopping Cart page to change the information.

 

Shipping

At present, we only have ground shipping available. Ground shipping is on Tuesdays and Fridays. Approximate ground shipping times to Eastern and Western states is 6-8 days. Items will be shipped via FedEx or UPS. Shipping charges will be quoted at checkout. Shipping 1-2 canes is $6, and 3-4 canes is $12. We recommend that extra tips and accessories be bought at the same time as a cane to save on shipping costs. FedEx considers a package over sized when it measures 59″ and over. Their final rate will depend on the distance traveled. Feel free to contact us by phone at 1-855-734-5600 to ensure that your shipping request has been correctly processed.

 

Shipping International

Did you know the majority of US-based online stores do not ship to international destinations? Custom Canes values our international customers and will gladly ship to many countries via Airmail Parcel/Insured. Shipping rates are determined by the total cost of the order. The package will arrive in the country’s Custom’s Office within 10 days. Please note that during holiday peak period shipping times the custom processing time may delay the normal delivery time of your order. Please check www.usps.com for exact shipping times to specific countries. The receiver will be responsible for any custom’s charges such as duty or taxes collected at the time of delivery. All taxes and duties are the responsibility of the purchaser. A Custom Canes customer service representative may call you prior to shipment for order verification. Please consult the drop-down menu to see if we deliver to your country via Airmail Parcel Post. If your country is not shown above, and it is not known as a country with high fraud, please email us and we will let you know the cost to ship to you. There will be extra verification for your order.

Support vs. Balance

When using a cane for support due to an injury or disability, it is very important to choose one that safely supports your weight as well as supports your hand. You may find the weight guidelines (petite, standard, extra strength) that accompany some of our cane selections to be helpful in deciding which cane(s) are suitable. Many people who carry a cane or walking stick use it for balance or light support and thus don’t need one as “heavy” as they would if it had to support the majority of their weight. Using an attractive cane, walking stick or hiking stick for balance, especially when walking on uneven or slippery surfaces is a preventative measure to ensure many more years of mobility independence.

 

Warranty

All items are covered for a 6 months warranty against manufacturer’s defects. An item that has been dropped on the ground will not be covered under this warranty. All items will be inspected by us, and we will determine if the item is broken from a manufacturer’s defect. If the item has been broken from a manufacturer’s defect we will replace the item. Refunds will not be given for broken items. If something is broken or damaged and there is a visible mark from falling on the ground, this damage will not be covered under warranty.

Sizing Your Cane

Your best choice is to have someone help you fit your daily-use cane. If no help is available, these instructions will assist you in creating a comfortable fit.
1. Find someone to help you measure yourself so they can ensure that you are standing correctly.
2. With the shoes you most often wear stand on a hard surface.
3. Stand upright in a relaxed stance.
4. Choose the hand you will use.
5. Hang your arm loosely at your side. Your elbow should have a natural bend in it.
6. The final bend to your elbow when walking with the cane will be approx. 15 – 20 degrees if measured correctly.
7. From here you have two options:
◦First option: with your arm hanging loosely at your side (natural bend), you can measure from the floor to the crook of your wrist right below your thumb. (The wrinkle that separates your hand from your arm.)
◦Second option: place your elbow at the 15 – 20 degree bend and measure from the floor the centre of the crook of your wrist. (15 degrees is 1/6 of the arc of your arm when it swings from vertical to horizontal.)
Either of the above methods should give you the same measurement.

Measuring Cane Size Yourself

• Stand upright in a natural pose while wearing daily footwear.
• Allow arms to fall naturally to your sides with a relaxed bend at the elbow.

• Using a tape measure or yard stick, measure the distance from the wrist joint (bottom crease at wrist) to the floor. Round up to the nearest half inch. For a more accurate assessment, a second individual should read the measurement to avoid user movement.
*Please note, our maximum cane length is 36.5″.