FAQs
Frequently Asked Questions - click on the question to take you to the answer
IF YOU ARE EXPERIENCING ANY DIFFICULTIES IN PURCHASING ONLINE, PLEASE DON'T HESITATE TO TELEPHONE US ON 08451 114 114 or 020 8994 3011. IF YOU DON'T GET STRAIGHT THROUGH TO US, PLEASE DO LEAVE A MESSAGE AND WE GUARANTEE TO CALL YOU BACK asap.
The Sticks
Ordering
- what methods of payment do you accept
- what are the ways I can purchase a stick
- can I order the stick as a gift
- what is the minimum order value
- I would like to order a shorter stick
- I would like to order a longer stick
- I would like to order a plain stick
Returns
- what if I want to return my stick
- what if I need to exchange my stick
- what if I have a fault with my stick
Delivery
- how long is it from placing an order to receiving it
- can you courier a stick to me
- do I need to sign for the stick on delivery
- what if I only have a small letterbox which will not fit the stick
- is there a delivery charge
- how can I check if my stick is en route
The Sticks
- when will you have new designs
- instructions and queries about Walking/Hiking Poles
- how do I use my table rest
- I need a new ferrule, wrist strap or bag
- What is the snow-grip attachment and how do I use it
- what guarantees do switch sticks have
- how do I attach or remove my wrist strap
- what if I don't want a wrist strap
- how do I know the right length for my stick
- how do I adjust the height of my stick
- are there any weight restrictions
- what is the weight of the sticks
- do you have ergonomic handles for Switch Sticks
- I want to design my own stick
- Gift Wrapping & Gift Vouchers
- I want to see a Switch Stick "in person", what shops are they available in
- Prize Draw Terms & Conditions
Feedback for Switch Sticks - enter our prize draw
Crutches
- Information on Crutches
Quad Canes
- Information on Quad Canes
Seat Sticks
- Information on Seat Sticks
Bags
- Features of Switch Sticks Bags
VAT
- I am registered disabled, do I need to pay VAT
- Our products include 20% VAT.
Australian Order form
- If you live in Australia and would like delivery there then please click here for our Australian branch's order form.
Company Registration Information
Switch Sticks Ltd
Registered Office : 5 Chiswick Green Studios, Evershed Walk, London W4 5BW
Registered in England and Wales. Company Registration No 5485956
Ordering
- What methods of payment do you accept
We accept credit card payment using 'Mastercard' and 'Visa' as well as debit cards. We are not able to accept Amex, Diners or Visa Electron. We use DataCash to process your order via a secure server. If you are concerned about entering your payment details online, please note that Switch Sticks Ltd will not store any of your credit card details. Authorisation of your transaction is decided in seconds by your bank whilst you are online.
If you want to pay by cheque or postal order please print off the order form (click here to download) and send to FREEPOST RLYH-LXYU-KHXL, Switch Sticks Ltd, PO Box 209, Morpeth, NE61 9AG
- What are the ways I can purchase a stick
1. You can order online using this secure site, by simply choosing your product and following the easy payment process.
2. You can order by post - click here to print out an order form and either fax to 020 8929 8093 (international +44 20 8929 8093) or post FREE within the UK to Switch Sticks Ltd, FREEPOST RLYH-LXYU-KHXL, PO Box 209, Morpeth, NE61 9AG.
3. You can order over the telephone by calling 08451 114 114 or 020 8994 3011 from within the UK to order (calls charged at local rate) or +44 8994 3011 if you are calling from outside the UK.
4. You can visit one of our retail stockists. Please click here to email us letting us know your nearest couple of towns and we will email you the name, address & contact telephone number of Switch Stick retail outlets that are close to you.
- Can I order the stick as a gift
Switch Sticks offers a gift wrapping service with coordinating paper and gift tag. You simply choose this additional option during the payment process, add your message and gift recipient's details during the buying process. The price for this is £2.50.
- What is the minimum order value
The minimum order is one item plus any postage and packing (FREE to UK addresses). Additional straps can be purchased in a range of colours at £3.50 each. Gift wrapping is available at £2.50. And, velcro bands (replacement) are just £1.25. International postal rates are also available (click here to see full details)
- I would like to order a shorter stick
Our regular walking sticks are adjustable from 32" - 37" in 1" increments. We are able to shorten sticks by up to 3 inches. Our stick shortening service costs £4.95. We are unable to refund or exchange sticks that have been shortened to order. We also have petite walking sticks which are adjustable from 25" - 30". Please note we typically recommend stick cutting for people who are 4ft 10" or taller - as this maintains the compactness and convenience of being able to fold your Switch Stick. For people under 4ft 10" a petite stick is most likely required. However people's legs vary in length so please check the required length prior to ordering. (See section on judging the length of your stick). Please click here to print out our mail order form. You can also order these online in our "Petite" section or via telephone.
- I would like to order a longer stick
We have extra long sticks which are adjustable from 39" - 44". Click here to print out our mail order form. You can also order these online in our "Tall" section or via the telephone. Typically we find ladies who are 5ft 11" or 6ft can require a tall and men over 6ft 3". However people's legs vary in length so please check the required length prior to ordering (see section on judging the length of your stick).
- I would like to order a plain stick
We have plain red, green, blue, black & gold sticks available. Click here to print out our mail order form. You can also order these online in our "Plain" section or by telephoning us. Please note that the plain sticks do NOT come supplied with a carry bag.
Delivery
- How long is it from placing an order to receiving it
Standard service in the UK takes up to 7 working days but typically is 2-3 days. Airmail to Europe usually takes 10-14 days and to the rest of the world, including USA takes approximately 14 days.
If you live in the UK and need faster delivery then please look in the FAST MAIL section and see First Class and Special Delivery options and add on the relevant additonal delivery charge per stick.
- Can you courier a stick to me
We have investigated the option of couriering sticks, but typically Special Delivery is the fastest option. If you require an urgent delivery please click here to email info@switchsticks.com and we will endeavour to find a suitable fast delivery service to meet your needs. You can choose Special Delivery for next day delivery from the Fast Mail tab (click here to go to Fast Mail)
- Do I need to sign for the stick on delivery
We post the sticks in standard mail and therefore you do not need to sign for them. If you wish for your stick to be signed for we can organise 'special delivery'. Please click here to email info@switchsticks.com and we will endeavour to organise for your parcel to be signed for (please note there will be an additional charge for this service).
- What if I only have a small letterbox which will not fit the stick
If the postman is unable to deliver the stick through the letterbox they will ring your door bell as usual. If you have any special delivery instructions please make a note of these during the ordering process (such as leave with porter, neighbour etc). If you are not home, you will find a card left by the postman and your stick will be available at your local post office for collection.
- Is there a delivery charge
All deliveries are via Royal Mail and standard charges apply. There are several options, depending upon country of mailing:
1. UK postage and packing is FREE - it is second class
2. UK First Class is an additional £1.95 - you can add this option in the Fast Mail tab - click here to go to Fast Mail
3. UK Special delivery - guaranteed next day delivery is available and is £7.95 for weekdays and £9.95 for Saturday delivery - these options can be added in the Fast Mail tab, click here to go to Fast Mail
4. Europe postage and packing is £4.95 per stick - this is automatically added when you input a European address
5. US and rest of world postage and packing is £6.95 per stick - this is automatically added when you input a world in the US / Rest of World
5. We recommend when sending overseas that you choose a signed for option (this will still be sent via Royal Mail). Paying an additional £7.95 for signed for is rcommentd. This option can be added in the Fast Mail tab - click here to go to Fast Mail
Please note when buying for overseas delivery, your Switch Sticks order may subject to local tax and duties on import. Switch Sticks is not responsible for these charges and will not reimburse any charges made by local import customs. If you have any questions on this please check with your local Customs and Duties organisation prior to purchasing.
- How can I check if my stick is en route
We would ask that you allow 7 working days in the UK and 14 days for international posting, before checking your order. If you have any queries about delivery please click here to email info@switchsticks.com and we will endeavour to update you on your order status. In the event of any known delays we will contact you via the same method you ordered (email, phone or mail) to advise you of a delay and allow you to cancel your order should the timing not be acceptable.
Returns
- What if I want to return my stick
We want you to be completely satisfied with your Switch Stick. If you are not happy for any reason please return the stick to us within 7 days for a full refund. We would ask that you return the stick and any accessories unused in their original packing. Please contact us before returning any stick. We ask that you get a proof of posting from the Post Office when you return the stick. Posted items do sometimes go astray and this assists in resolving lost item queries with the Royal Mail. For more information on returns please click here to see the full terms and conditions
- What if I need to exchange my stick
If you need to exchange your stick, for example if you find that you need a longer or shorter length, then please contact us at info@switchsticks.com to let us know and we will be happy to do this for you. Please return the stick to us within 7 days. We would ask that you return the stick and any accessories unused in their original packing. Please contact us before returning any stick for exchange. We ask that you get a proof of posting from the Post Office when you return the stick. Posted items do sometimes go astray and this assists in resolving lost item queries with the Royal Mail. Postage for the new stick to be sent out will be charged at £2.95.
- What if I have a fault with my stick
We will replace or refund faulty goods. Simply notify us within 30 days of delivery of the goods and return them to us, with their original packing and receipt. Please get a proof of posting from the Post Office when you return the stick. Posted items do sometimes go astray and this assists in resolving lost item queries with the Royal Mail. For more information on faulty goods please click here to see the full terms and conditions.
The Sticks
- When will you have new designs
We have new designs twice a year - typically in March and September
For a demonstration on using Switch Sticks please click on the link below
Instructions and queries about:
Switch Sticks Walking Sticks
- Folding, lightweight aluminium walking sticks for easy carrying
- Adjustable 1" (2.5cm) increments & sizes for the petite or tall
- Contemporary designs from Britain and Australia
- Supplied with smart water-resistant carry bag
- Fitted with a wrist strap in a co-ordinating colour
- Safe & secure with CE certification and tested & approved in British Laboratories
- Colourful, wood handles or optional shaped ergonomic handles
Switch Sticks Hiking Poles
- Telescopic, high-grade lightweight aluminium hiking poles
- Anti-Shock-Absorption suspension system to reduce joint & muscle stress
- Ergonomic grip with integrated luxurious neoprene wrist strap
- Interchangeable tungsten carbide steel and rubber tip
- Adjustable from 23" - 52" (58-130 cms)
Please click here for instructions and information about our Switch Stick Walking/Hiking Poles made of high-grade lightweight, yet ultra strong 6066 or 6011 aluminium alloy with Switch Sticks Anti-Shock-Absorption suspension system, comfortable grip & neoprene wrist strap. Interchange rubber & tungsten carbide tip. Generally speaking, if you’re travelling on easy terrain with no load, one walking pole may be sufficient. If, however, you’re travelling on varied terrain or carrying a load, you will want the support and stability that two walking poles can offer you.
In Summary: Switch Sticks are lightweight aluminium 4-section telescopic hiking poles, small enough to fit in a regular suitcase; adjusts 58 - 130cm. Each hiking pole is 296g in weight, the diameter of the shaft of the pole is 2cm, at the widest part (the base of handle) they are just over 5cm.
- how do I use my table rest
Click here for instructions
- I need a new wrist strap, ferrule or bag
You can order these from our Accessories department. Switch Stick ferrules are designed exclusively for Switch Sticks which all have a 6cm circumference on the base section. Ferrules can be replaced if original ferrule wears out. However should this be required, please check the whole stick for signs of wear and tear, especially in the elastic joining the sections and replace whole stick if any concerns about excessive usage and deterioration.
Please note that ferrules can be easily cleaned by using soapy water and rinsing under warm water, or using a rubber to erase any dirty marks.
- What is the snow-grip attachment and how do I use it
This snow-grip can be used with any walking stick. It is advised that a piece of foam or protective material is used under the metal where the grip is screwed onto the stick to ensure the paintwork does not become scratched.
For full instructions that you can print off please click here.
To attach to Switch Stick, undo the screws (you can use these smaller screws for your Switch Stick). Other sticks may require the longer screws. For maximum protection of your stick against scratching you may wish to place material/felt/foam around the stick where the ice grip attaches. Attach the ice grip so the ‘spiked’ base is flush with the bottom of the stick and, in effect, becomes the new base. Screw securely in place fastening the two screws either side of the grip until completely tight, using a Phillips screwdriver. The stick is now ready for outdoor use.
When you return indoors the two white levers can be squeezed together and the ice grip flipped up, positioning it alongside the stick, and thereby ensuring you don’t damage any floors. The stick is now ready for indoor use.
Please note we do NOT advise users of walking sticks to go out in the ice as this is the easiest time to slip and fall. However, should you wish or need to go out in wintry conditions; the ice grip may offer some additional stability in the ice. Please take extra care. Switch Sticks cannot be held responsible for anyone who falls using an ice grip.
- What guarantees do Switch Sticks have
Switch Sticks are manufactured to the highest standards by a company which manufacturers medical devices. They are rigorously tested in British laboratories for safety and have undergone fatigue and other extensive testing successfully. However, if you have a problem with your stick, please return the goods to us. For more information on returns please click here to see the full terms and conditions
- Attaching or removing the wrist strap
The wrist strap is easily attached or removed and should be positioned on or just below the metal (gold or silver) band at the top of the stick pole. Unscrew the safety locking band by turning clockwise. Press in the pin at the top of the stick and slide down below the bottom hole and pull apart the two sections. Slip on the wrist strap to the top section. To re-assemble it is essential you make sure that the plastic ring is in place and will sit easily in the safety locking band when you retighten it.
- What if I don't want a wrist strap
We find that most customers find wrist straps extremely useful, so we've included them as standard. however, if you don't want to use it you can easily remove it by removing the top section of your walking stick and simply sliding the strap off (see instruction booklet provided with the stick for full details).
- How do I know the right length for my stick
When the stick is measured correctly, you should be able to be upright with your elbow slightly flexed. Standard, Plain and Luxury walking sticks are adjustable in 1" increments from 32" to 37" which is suitable for most people.
We also have a smaller range of designs in Tall (39"-44") and Petite (25"-30").
The best way to check the right length for your stick is to stand with your weight evenly on both feet (wearing your usual shoes) and looking straight ahead and with your arms relaxed by your sides (remembering not to hunch up your shoulders or lean forwards!). You then need to ask someone to measure from the floor to the prominent bone of the wrist and this is the length of walking stick required.
Another way of measuring is to hold a broom handle (without the broom head, or upside down) and hold it in a comfortable position with your elbow flexed – for most people the elbow will be around 90 degrees. Then you can measure from the floor to the top of your hand to give the length of your stick.
These are both just guidelines, you may have a personal preference for a slightly longer or shorter stick. If you have special medical needs then you may need to be measured by a medical professional.
Please note: If you are over 6ft you may need the ‘Tall' Switch Stick which is a luxury extra long 39”-44” adjustable stick. In any event we would recommend a ‘Luxury’ Switch Stick for taller people generally as the joints on this stick are more secure, especially when fully extended. Typically gentlemen over 6ft 1/2” may need a ‘Tall’ and ladies over 5ft 10/11” - but please do check before ordering following the guide above.
If you are under 4ft 10" you may need the ‘Petite’ Switch Stick (which is adjustable from 25”-30”). For people between 4ft 10" and 5ft we recommend our cutting service to maximise the convenience of Switch Sticks and their 'foldability'.
The ‘Switch Stick Shortening Service’ and can take up to 3" off any of our Switch Sticks. Just choose the stick you want and add on the Shortening Service from our Extra Short section. Please note that we cannot refund sticks shortened to order.
However, please check using the above guidelines to assess the length of stick that you need. This is especially necessary if you are under 5ft 2" or over 5ft 10" to make sure you get the correct Switch Stick.
- How do I adjust the height of my stick
(a) Unscrew the safety locking band by turning clockwise (about 2 times until loose). (b) Press in the brass pin at the top of the stick and slide the top section up or down to a more comfortable height, then simply pop the brass pin back into the appropriate hole, making sure it is fully released. (c) Re-tighten the safety locking band and you're off.
- Are there any weight restrictions
We are very strict with the product and therefore recommend that our Standard Sticks should not be used by people over 80Kg (12 stone 8lbs) - although other retailers are more lenient with weight limits, we want to be sure you are safe. For those over 80Kg we recommend our Luxury Sticks which can be used by people up to 120Kg (approx 18 stone 12 lbs). Please note that we have now discontinued our Standard range of sticks as we want to provide the maximum safety we can for everyone, we have a small number left and these are available in our Sale section.
- What is the weight of the sticks
We aim to combine safety with the practicality of a lightweight stick. Our walking sticks weigh 370g (approx 13 ounces).
- Do you have ergonomic handles for Switch Sticks
Yes, Switch Sticks now has available a range of ergonomic handles for people who use a walking stick all the time. These top sections simply swap with an existing top section of a Switch Stick – so you have interchangeable handles and therefore should you want to use the wooden handle when out, perhaps at a special occasion, you can simply swap the handles to suit your mood or occasion.
These handles are molded to left or right hands, therefore please be sure to confirm whether you need a right of left handed top. Remember that you typically use your walking stick in the hand at the opposite side to the affected leg/hip/knee.
You will also need to buy or already own a Switch Stick to co-ordinate with this top section.
If you want to mail order please click here for our order form.
- I want to design my own stick
We have a "Paint your Own" Switch Stick available - this is a plain silver stick, paints and brush which allows you to get as creative as you want! See our "Own Design" section.
- Gift Wrapping & Gift Vouchers
Switch Sticks are an ideal gift for Mum, Dad, Gran, Grandad or any friend or relative who uses a stick. The Gift Voucher includes a Switch Stick, a wrist strap and Gift Wrapping in exclusive Switch Sticks wrapping paper at £2.50. Delivery will be added on which is the cost of the postage of the Switch Stick to your chosen recipient. It comes wrapped and with a gift tag. If you have requested a message this will be filled in on the gift tag, or alternatively you will have a blank gift tag with your parcel.
If you are not sure what Switch Stick they would like, then why don't you give a Switch Sticks Gift Voucher? Buy one now online by clicking here or contact us for more information at info@switchsticks.com
- I want to see a Switch Stick "in person", in what shops are they available
Click here to drop us an email letting us know your nearest couple of towns and we will email you the name, address & contact telephone number of Switch Stick retail outlets that are close to you.
For trade enquiries please click here
- Prize Draw Terms & Conditions
Customers who purchase a Switch Stick, will have the opportunity to enter a prize draw. You will receive a questionnaire with your Switch Stick. If you complete & return this questionnaire your name will be entered into the annual prize draw. The terms and conditions are as follows:
1. Entrants must be aged 18 years or over and be registered customers of Switch Sticks.
2. Only one entry per household is permitted.
3. By participating in this survey, all entrants are deemed to have accepted and have agreed to be bound by these terms and conditions.
4. The winner will receive a Switch Stick of their choice from the new collection. There is no cash alternative to the prize.
5. The closing date is 30th June 2012. All completed and eligible surveys that are received by 5pm on that date will be entered into the prize draw.
6. The prize draw will take place within two days of the closing date. The winner of the prize will be the completed survey randomly and subsequently drawn from all eligible and completed surveys.
7. The winner will be notified by 1st August 2012.
8. The winner may be asked to take part in applicable publicity.
9. Incomplete, illegible or late surveys will not be accepted. No correspondence will be entered into.
10. Employees of Switch Sticks Ltd, its suppliers, agents, distributors and their immediate families are not eligible to enter.
11. The prize draw is governed by the laws of England.
Feedback for Switch Sticks - Free prize draw
In order for us to make sure we continue to meet our customer needs, we'd like to know a little more about you. If you have 5 minutes to complete our questionnaires we'd be grateful and we'll enter you into a FREE prize draw to win a Switch Stick.
We have a questionnaire in our instruction books to gather feedback & better understand our customer needs but we have a more comprehensive survey online. Please feel free to complete our online version after you've received your Switch Stick to let us kow what you think. Please click on the relevant link below:
For walking sticks
For hiking poles
For crutches - click here
For quad canes - click here
Crutches
Switch Sticks have recently launched European crutches. With comfortable TRP handles, they provide colour and fun for anyone who has to use a crutch. They do not provide the full round the arm grip, like standard UK crutches, but are modelled on the continental European design which is more ergonomic and consequently more comfortable. We understand that this will take a little getting used to - for anyone used to a UK Elbow crutch - as you will no longer be able to simply lift your arm and keep your crutch in place. But they should feel more comfortable and also you will soon learn to lean them against things and balance appropriately.
Click here for detailed information about Switch Sticks Crutches
Quad Canes
At last a stylish quad cane - removing the stigma associated with the unattractive hospital models. Switch currently offer two styles and a range of designs. Ideal for anyone needing a little extra support when walking. And, they simply stand ready for use by a sofa, chair or bed, making using a stick very easy - no more struggling to bend down to pick up a fallen stick.
Click here for detailed information about Switch Sticks Quad Canes
Seat Sticks
Switch Sticks seat sticks have three legs for maximum stability. These seat sticks are ideal for people watching children play sports, an outdoor concert or sporting event, bird watching, fishing or of course for anyone needing a rest whilst out and about.
Click here for detailed information about Switch Sticks Seat Sticks
Features of a Switch Sticks Eco-Bag
- Mini carry case which can clip on/off Switch Sticks walking stick wrist straps if desired
- Lightweight and compact
- Size when open 57 x 39cm, holds maximum weight 8kg.
- Made of polyester - water resistant material
- Folds into a separate mini carry case
In the event your bag become wet, leave out and open to dry fully before re-folding into carry case.
VAT
- I am registered disabled, do I need to pay VAT
Although the Customs and Excise office have told us we cannot rebate VAT on our walking sticks - and therefore we still have to pay VAT on all sales, we are offering people who are registered disabled the opportunity to effectively reclaim their VAT. Please click here, fill in the VAT declaration form and return it to us with your order remembering to deduct the VAT from your order.
If you order online please note that the amount charged will be inclusive of VAT and we will refund it once we receive the completed declaration form. We ask that you complete this form within 90 days of purchase so we are able to rebate the VAT on your purchase.
If you have more queries about this please ring the VAT office directly on 0845 010 9000 (and choose option 2).
If your question or issue is not answered here, you call still contact us at info@switchsticks.com
|
