FAQ

PRODUCT QUESTIONS

1. How do I know which knee walker is best for me? For information online, our knee walker comparison chart shows all the differences between each product. If you’re a fan of the phone, our customer service team is very well educated on each knee walker and can help you make the best decision possible. Please call us at 1(800) 893-1264.

2. Do your knee walkers turn / steer?
Yes. Two of the three models we carry turn / steer. We have the Drive non-steerable knee walker as well. We found that some people wanted the simplest product possible.

3. Do your knee walkers fold up?
Yes, all three of the knee walkers we carry do fold up to become considerably smaller and easier to transport.

4. Do your knee walkers work on carpet?
Yes, all three of our knee walkers work on carpet.

5. What height ranges do your knee walkers support?
Please see the table below for a guideline of height ranges that generally work for each knee walker as well as knee pad adjustment minimums and maximums. Measuring the length between your knee and foot and comparing it to knee pad adjustment ranges is the best way to determine if a knee walker is right for your height.

DV8 Knee Walker	5' 2" - 6' 2"	18.8" - 21.8"
Free Spirit Knee Walker	5' 2" - 6' 5"	17.5" - 23.25"
Basic Drive Knee Walker	5' 2" - 6' 1"	18" - 22"

6. What weight ranges do your knee walkers support?

DV8 Knee Walker	300 lbs
Free Spirit Knee Walker	400 lbs
Basic Drive Knee Walker	300 lbs

BILLING

7. Will my insurance company pay for the rental of the knee walker?
We are considered an out-of-network provider with all insurance companies (along with most knee walker companies in the US), so it is best to contact your insurance company directly to find out if you qualify for any type of reimbursement, or have us inquire for you. Coverage for the cost of your knee walker rental is based on several factors such as your plan coverage, medical necessity and type of injury/surgery.

If you will be submitting a claim with your insurance company, there are three documents normally needed to obtain reimbursement:

1. Final invoice complete with billing codes - we will provide this once your rental is closed, or on the date of your purchase

2. Letter of Medical Necessity - a formatted blank letter will be automatically emailed to you on the date of your transaction and a copy will be included with the rental or purchase packet that accompanies your knee walker. Your doctor’s office will be able to complete this for you.

3. Prescription with diagnosis codes - You can easily obtain a prescription from your doctor's office. Make sure that they include your diagnosis codes.

Unfortunately we cannot guarantee you will be reimbursed. The information provided is a general guideline to coverage. If you would like us to verify your insurance coverage for you, please give us a call. We are happy to help.

8. Is a prescription required to rent a knee walker?
No, it is not required, although we recommend that you obtain a prescription prior to submitting to your insurance company for reimbursement.

9. Is there a security deposit?
Yes, the security deposit is $100, which will be charged upon the rental of a knee walker. The $100 will be fully refunded to your card within 10 days of us receiving the knee walker and its components back without any damage beyond normal wear and tear.

10. What if I keep my knee walker rental longer than I originally specified?
If we don’t hear from you, a daily per diem rate of $5 will apply and will be automatically billed to your credit card. If Federal Express has not received the walker for shipment within seven days after your rental end date, we will automatically bill your credit card at the weekly rental rate. We check the tracking number on the return-shipping label we send with your rental packet prior to billing to see if the knee walker is back in FedEx’s possession. This process ensures you are not billed for any excess time.

 

RENTAL PROCESS

11. What information do I need to rent a knee walker?
We will need a Continental United States mailing address along with a valid credit card. We accept MasterCard, Visa, American Express and Discover. We cannot ship to PO boxes.

12. What if the knee walker is damaged during the rental period?
If the knee walker is lost or damaged beyond normal wear and tear during your rental period, you will be responsible for the cost of repairs or replacing the knee walker up to the retail cost of the product.

13. Can I extend my rental period?
Yes, you can do so by calling us at 1(800) 893-1264. If you decide to keep the walker past the rental end date, but before seven days have elapsed, a daily per diem rate of $5 will apply and will be automatically billed to your credit card. If Federal Express has not received the walker for shipment within seven days after your rental end date, we will automatically bill your credit card at the weekly rental rate. We check the tracking number on the return-shipping label we send with your rental packet prior to billing to see if the knee walker is back in FedEx’s possession. This process ensures you are not billed for any excess time.

14. Is there a minimum rental period?
Yes, the minimum rental period is 4 weeks. We guarantee free ground shipping on all knee walker rentals and purchases.

15. Should I rent or buy?
If you are able to pay for the cost of a knee walker through insurance reimbursement, then renting is probably the way to go. Many customers find it easier to obtain help with the cost through insurance by renting.

If insurance is not involved with the payment of a knee walker, then most people base their decision to buy or rent upon the amount of time anticipated using the knee walker. If the amount of money it would cost to rent the knee walker exceeds the cost of purchasing a knee walker, it is advisable to buy.

16. Can I purchase a knee walker that I initially intended to rent? 
Yes, you can purchase a knee walker that was originally intended for rental purposes. You can apply up to 4 weeks of rental time towards the cost of the knee walker.

17. What if I’m not satisfied with my knee walker?
We want you to feel good about your knee walker rental or purchase. To make your life easier we offer a completely free knee walker exchange, including shipping within the first 7 days that you receive your knee walker. Simply call us at 1(800) 893-1264 during our normal business hours and we will take care of the rest.

18. What if I want to cancel or return my rental or purchase?
If you would like to cancel or return your rental or purchase, you can do so within the first 5 days the knee walker is received. You can do this only by calling us at 1(800) 893-1264. You must drop off the knee walker at the nearest FedEx location or have it picked up by a FedEx representative within 5 days of the rental or purchase. We will issue a full refund for the knee walker when it is received in good condition, but you will be responsible for the cost of shipment.

*It is important to accept the delivery of the knee walker. If the delivery is denied a $50 cancellation fee will be charged.

*If you are having your knee walker picked up by a FedEx representative, please send an email to hello@KneeWalkerCentral.com or call us at 1(800) 893-1264 to schedule a pickup. The earliest that we can schedule a pickup is the day after we are notified so it’s advisable to contact us a few days in advance. If you send an email, please be sure to write your full name, pickup address and the day that you would like the knee walker picked up (Monday through Friday). An additional charge of $13 applies for this service.

SHIPPING

19. Does my rental period include shipping time?
No, the shipping time is not included in the rental. Your rental period starts the day your knee walker is received and ends the day that you take it to a FedEx location to be shipped back, or the day a FedEx representative picks up the product from your home. You will not be charged any additional fees as long as you drop the knee walker off at a FedEx location or have it picked up on or before the end date.

*If you are having your knee walker picked up by a FedEx representative, please send an email to hello@KneeWalkerCentral.com or call us at 1(800) 893-1264 to schedule a pickup. The earliest that we can schedule a pickup is the day after we are notified so it’s advisable to contact us a few days in advance. If you send an email, please be sure to write your full name, pickup address and the day that you would like the knee walker picked up (Monday through Friday). An additional charge of $13 applies for this service.

20. How do I return the knee walker once my rental period is up?
Repackage the knee walker in its original box with all packaging and accessories. Attach the included shipping label to the outside of the box. Then bring it to the nearest FedEx location for shipment or call FedEx to schedule a pickup. We’ll take it from there.

*If you are having your knee walker picked up by a FedEx representative, please send an email to hello@KneeWalkerCentral.com or call us at 1(800) 893-1264 to schedule a pickup. The earliest that we can schedule a pickup is the day after we are notified so it’s advisable to contact us a few days in advance. If you send an email, please be sure to write your full name, pickup address and the day that you would like the knee walker picked up (Monday through Friday). An additional charge of $13 applies for this service.

21. What if I throw away or lose the original packaging for my knee walker rental?
In this event, you are responsible for returning the knee walker to us in a manner that ensures the product isn’t damaged during shipping. If packaging that is used to transport the knee walker exceeds the normal cost of shipping, we will charge you the difference. We can also send you another box. In that event we will charge you for the cost of the box and its shipping. We will work hard to get you a new box as quickly as possible, but late charges will still apply if the knee walker is not shipped by the last day of the rental agreement.

22. Do you ship outside of the continental United States?
Yes, we can ship a knee walker outside of the continental United States but we will not cover shipping and customs costs, which tend to be quite expensive. If interested in international shipment, please call us during normal business hours for pricing.

Download letter of necessity here