FAQs

How To Order

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

Secure Credit Card Purchase

Beanstream is our electronic payment processing gateway through which we accept Visa, MasterCard, Discover and Interac Online payments.

When you are ready to place an electronic 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 alter the information.

Money Order

 If you wish to make your payment by certified cheque or money order, choose the Money Order payment option when checking out. or.   Prior to sending a money order, call or email to confirm your selection is in stock and confirm our mailing address.  Using the check out option on our shopping cart will allow you to see the different shipping options and rates available to your location.

Product being purchased by money order will be held for a period of 10 days or 8 business days.  After this time, CanesCanada.com reserves the right to remove the hold.

Please do not send money through the mail.

 Return Policy
If you are not satisfied with the product you received from CanesCanada.com you may return it unused in original condition,

(shipping and customs prepaid by you, within 15 working days of the receipt of your order.)
 
RETURNS ARE SUBJECT TO THE FOLLOWING CONDITIONS & LIMITATIONS: 
  • A full refund of the purchase price minus a $10.00 handling fee for items
    under $200 CAD or 5% for items $200 CAD or higher.
  • Custom carved or modified canes and hiking sticks are not refundable.
  • Canes that have been shortened or altered in anyway cannot be returned for a refund.
  • Orders returned without prepaid custom/brokerage fees are subject to a withholding fee.
  • This fee will be applied against the applicable custom fee charged to CanesCanada.com.
  • It can take up to six weeks for fees to be calculated. We recommend using the postal system to return merchandise.
    Before shipping a returning item, contact our customer service dept for an Return authorization number.
  • Returns without an issued number may not be accepted, but simply returned to the sender by the original carrier.
  • Print *“Return of Merchandise” * clearly on the outside of the package with your authorization number.
  • Return the product in all original packaging material.
  • Send a copy of the original receipt with the return.

 

Orders returned without prepaid custom/brokerage fees are subject to a withholding fee.  This fee will be applied against the applicable custom fee charged to CanesCanada.com.  It can take up to six weeks for fees to be calculated.  We recommend using the postal system to return merchandise as their brokerage fees are built into the shipping charge.

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.

Shipping Times

IMPORTANT NOTICE ABOUT SHIPPING: Please note shipping times are approximate and based on the day it leaves our warehouse.
Processing of your order can take up to 72 hours in some cases, so if your expecting a shipment by a deadline, please phone or email to confirm we can try and expidite the parcel for you.

  • AB (Alberta) to BC approx 1 – 4 days
  • AB to SK or MB approx. 2 - 3 days
  • AB to ON approx 3 – 5 days
  • AB to Eastern Canada approx 5 – 7 days
  • AB to the Yukon, Northwest Territories or Nunavut - call for times
  • AB to the Western States approx 4 - 6days
  • AB to the Eastern States approx 6 - 8 days

Shipping Methods and Rates

Ground and Air Shipments to Canadian, US and International destinations are shipped via FedEx or Canada Post.

See shipment options during the check out process for exact charges or contact us for a quote. 

info@canescanada.com
1-866-217-8091 - toll free in North America
1-403-217-8091 - local
1-403-398-4287- fax

Please note: We try our best to show accurate shipping rates but the shipping algorithm cannot always know what a real person understands.  Feel free to contact us to verify the rates shown on our check out page if you feel they are not accurate.

Shipping 1- 4 standard sized canes in one box via Canada Post or FedEx Ground is approximately $12 - $19.00 plus taxes. This rate varies depending on the distance the package travels from our location.  Also, if you are located in a rural area or outside of FedEx Ground's regular area of delivery such as the Canadian Territories, this rate may increase.  Canada Post has a larger established delivery system; therefore, they reach most rural locations for a better shipping rate. 

In Canada, there are no small package rates.  Unless an item can fit through a letter slot, it is considered a package.  For this reason, we recommend that extra tips or any accessories be bought at the same time as a cane or hiker is purchased.

Over sized package measurements and rates vary depending on the shipping company.  Canada Post has an over sized rate of approx. $10 for packages over 39".  FedEx considers a package over sized when it measures 59" and over.  Their final rate will depend on the distance traveled.

Customs Fees - Custom rates vary from country to country and are determined at the point of entry.  Custom charges are not reflected in any of our shipping rates.  We do not pay this fee on behalf of our customers.  

Custom fees for US bound orders are charged when the purchase is approximately $200.00CAD (dependent on current exchange rate). Canada Post and USPS have a better rate for items over this amount.

FYI - Items inbound into Canada are subject to custom rates when an order is approximately $20CAD or greater. (dependent on current exchange rate)

Shipping Days

FedEx Ground – Tuesday and Friday  (on demand when 24hr notice is given)
FedEx Express (air) – on demand
Canada Post – Tuesday and Friday (on demand if requested)
Xpress Post – on demand

Feel free to contact us by phone at 1-866-217-8091 or fax 1-403-398-4287 to ensure your shipping request has been correctly processed. 

Oversea Shipments

Oversea shipments are subject to a holding period.  A copy of the purchaser's drivers licence will be required prior to shipping.  Call or email for further inquiry.

Product Pricing

All of our prices are listed in Canadian Dollars.  To convert the prices showing on our site to your local currency we recommend visiting xe.com.  Please note, credit card companines charge a currency exchange fee.   The final charge placed on a credit card will reflect the charge of the item, the currency exchange and the currency exchange fee.

Sizing Your Cane

Your best choice is to have your physician or physical therapist help fit your daily-use cane. If no professional 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.
    • Normally it is the opposite of the injury but in some cases it is the same.  Talk to your Dr. or physiotherapist to determine the correct side for your situation.
  5. Hang your arm loosely at your side.  Your elbow should have a natural bend in it.
    • Not straight nor overly bent
    • The final bend to your elbow when walking with the cane will be approx. 15 – 20 degrees if measured correctly.
  6. 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 separated 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)
  7. Either of the above methods should give you the same measurement.


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".  See above for sizing instructions.

Congratulations! You look marvelous and able to Walk with Style®.

**PLEASE let us know if you are intending to size your cane after receiving it and what length it will approx. be. This way we can to ensure the tip on the cane will fit once it has been cut.  You can use the Comment Box on our check out page to provide us with this information.

Canes Canada will Cut Canes for our Customers

Canes Canada will cut our customers canes for free if requested.  Let us now by using the option box provided on each product page or use the comment box on the order form.  Please remember, all canes and hikers that have been sized or altered in anyway before shipping or after being recieved by the purchaser or user cannot be returned for a refund. 

We determine the length of a cane by measuring from the lowest point to the highest point directly above the shaft. (where your hand rests on the handle)  The measurement you determine can be with or without the cane tip just remember to let us know which method you used.  Most tips add an approx. 1/2" cushion so it will make a difference to the final height of the cane if you measured without the tip on. It is also good to tell us your height as that will help us know if the length is correct or not.

From time to time, a sizing request might be overlooked.  In this event, we apologize for the oversight.  As cane sizing is a free service, we are not obligated to ship the cane back to us at our expense for sizing.  In many cases, you can take the cane to a physiotherapist, a store which cuts wood or to a medical supply store to have wooden canes cut. 

**Please note, all canes that have been sized cannot be returned for a refund or exchange.

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.

Please remember that these are only guidelines - we don't know your specific needs. If you have any doubt as to what weight of cane you need, please seek professional advice from your physician or therapist. 

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 manor. 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.

Not all canes are made to support weight. Please use common sense in the selection of thin or lightweight canes. If you have any doubts in this area, please consult your doctor or physical therapist.

Replace worn rubber tips regularly. A smooth tip on your cane is just as dangerous on wet or slippery surfaces as are bald tires on a car!
When leaning your cane on a wall, placing the handle on the floor and the rubber tip against the wall will reduce the chance of its falling over.

If you use an ice-grip on your cane, always retract it as soon as you come indoors in order to avoid damaging floors. Many people have one cane for outdoor use and another for indoor use.

Smooth, hard surfaces such as those found in malls or many public buildings are very slippery if they are wet. A wet cane tip can slip on a smooth, dry surface so take extra precautions.