Frequently asked questions (FAQ)

Products

We offer different grips for every taste and every hand.
For more detailed explanations please have a look at our detailed pages.

Crutches do not have a expiry date in the true sense of the word. However, a useful life of two years should not be exceeded. Beyond this time, the further use of the crutches is in the user's responsibility.

Walking aids and walking sticks can be disposed of via bulky waste or the local building yard.

Please ask your doctor about prescribing walking aids, as this is user-dependent and can vary.

Please clean walking aids only with a soft cloth and lukewarm water, with stronger contamination if necessary with a mild detergent. Please do not use solvent-containing cleaners, since these dissolve the coating and damage the plastic!

Walking aids may be shortened by specialist dealers. Height-adjustable walking aids can be shortened in the lower part by max. 10 cm and non-adjustable ones in the lower part individually by the specialist dealer himself. Please note that with other changes of the walking aids by the specialized dealer, the warranty obligation of our side expires.

When desired we shorten your forearm walking aids or sticks against an extra charge.

Based on the body height it is difficult to judge which grip height is the right one.
Therefore it is important to measure the exact grip height correctly.
For this you stand upright with normal street shoes and let your arms hang down -
the measure, measured from wrist to floor, is the decisive measure for the height of the grip.

Orders

You can order as follows:

By fax:                       05971-7936199
By mail:                     info@elbestock.com
By telephone:           +49 5971-793610
In the online shop:  www.elbestock.com/

When ordering via our online shop you will always receive an order confirmation. If the confirmation remains out, it can be assumed that there was an error in the ordering process. Please contact us accordingly.
If you order by e-mail, fax or telephone you will receive a manual order confirmation by e-mail.

A subsequent change of the order or the delivery address is only conditionally possible.
If the order is already in production, no further changes are possible. Therefore we ask you to check your order again after receiving your order confirmation and to contact us immediately if you wish to make any changes.

Items can only be cancelled if they are in stock or, in the case of a production item, if it has not yet been produced.

We do not have a minimum order value or minimum quantities and thus a minimum quantity surcharge.

Shipping

Our shipping costs are 5,80 €.
Please note that the shipping costs to foreign countries may vary depending on the country and region.

Our articles are made to order, so the delivery time may vary depending on the order situation. Usually we dispatch our articles however at the latest 3 - 4 days after conclusion of the contract (with pre-payment only after receipt of the complete purchase price and forwarding expenses).

The shipping is done with DHL.

We cannot give an exact delivery time with DHL.
The delivery can vary between 2 - 5 working days, in a few exceptions (e.g. pre-Christmas period) the delivery can take longer.

We currently do not offer express delivery.

Of course we also ship our products abroad. However, the shipping costs vary depending on the country and region.

As soon as the parcel has been handed over to our shipping service provider, you will be informed by them by e-mail.
You will receive a tracking number with which you can check your shipment status with our parcel service provider.

Accounting

You can request new invoices both by telephone and by e-mail.

The following payment methods are available to you:

  • Prepayment by bank transfer
  • PayPal
  • Payment by cash on delivery (3,60€ cash on delivery fee and 2,00€ service fee of the post)

If you withdraw from this contract, we will hold you responsible for all payments we have received from you, including delivery charges (except for the additional costs resulting from the fact that you have chosen a different method of delivery from the one we offered you,
), without delay and at the latest within fourteen days from the day on which we receive notification of your revocation of this contract. For this refund, we will use the same means of payment that you used for the original transaction, unless expressly agreed otherwise with you; in no event will you be charged for this refund.

Returns

If you would like to return an article, please notify us of your return first by e-mail info@elbestock.com or by phone +49 5971-793610. For the return please use the enclosed return voucher and note the reason for return and which articles you want to return.
If you do not have the return voucher, you can request it by mail or telephone.

If the complete articles are returned, a 100% credit note of the invoice amount will be issued. If only a part of the articles are sent back, a credit note for the corresponding value of the goods will be issued.
Unfree packages are not accepted by our shipping department!

If you want to complain about an article, please contact us in advance by e-mail info@elbestock.com or by phone +49 5971-793610.

It is helpful if you send us pictures of the article you want to complain about and a short description of the problem directly by mail. Many complaints can thus be clarified in advance, which can prevent uneconomical returns. Our staff will be pleased to discuss the following procedures with you.

If the reclamation is unjustified, the return shipping costs shall be borne by the customer. If the complete goods are returned, a 100% credit note of the invoice amount including the delivery costs will be issued. If only a part of the goods is returned, a credit note for the corresponding value of the goods will be issued.
- see also "How does a return work?"

Is an exchange possible?

Our products are generally excluded from exchange.
If you have ordered an article that you want to return and replace with another one, you can send this article back for a credit note and order a new one for a fee.

Please note to announce the returns before by telephone under +49 5971-793610. In addition, the return costs are at your expense. You will then receive a credit note from us and can place a new order via our online shop. Please also note that you will have to pay shipping costs for a new order.

You can make use of your right of withdrawal within 14 days.

You will not receive a separate notification when we have received your return from the parcel service. As soon as your return has been delivered to us, we need a few days to process it.

If you cancel your contract, we shall reimburse you for all payments we have received from you, including delivery charges (except for any additional costs arising from your choice of a different method of delivery to the low-cost standard delivery offered by us), without delay and at the latest within fourteen days of the date on which we receive notification of your cancellation of this contract. For this refund, we will use the same means of payment that you used for the original transaction, unless expressly agreed otherwise with you; in no event will you be charged for this refund.

Other

If, despite the highest quality standards, a justified material defect should occur in our production, Elbe Stock UG & Co. KG has the right, within the framework of a 12-month warranty, to choose between repairing the defective item or replacing it with a defect-free subsequent delivery.

The Elbe Stock UG & Co. KG assumes liability according to the product liability law only for the first - putting into - circulation of our products. We only agree to a reuse if the product has been previously tested by us.

No, I'm afraid we do not charge by prescription. We do not cooperate with health insurance companies or cooperatives.
If you have received a prescription from your doctor, you have 2 options to choose from:
1. You purchase the prescribed product directly from a medical supply store
2. You ask your health insurance company whether you can submit a prescription with our invoice

No, custom-made products have to be ordered through the specialized trade because there are special requirements of the Medical Devices Act. If you need a custom-made walking aid, please contact your medical supply store.