Frequently asked questions

For made-to-measure equipment, such as stairlifts, porch and platform lifts, ceiling track lifts, custom ramps, outdoor railings, automatic door openers and custom wheelchairs, we measure at a free home assessment. For other equipment, each family page says how sizing works, whether from the listing and a conversation, in the showroom or at a fitting. Call if you are unsure which applies.

Each equipment family has its own page covering the types, sizing and common questions, for example manual wheelchairs, rollators and walkers, hospital beds and stairlifts. The full list of equipment categories covers everything else.

Yes. Come to the Brampton showroom during opening hours to sit in lift chairs, drive scooters and power wheelchairs, or ride a stairlift. If you want to try something specific, call ahead so it can be set up and charged. Directions and hours are on the contact page.

No. Our recommendations and home assessments are about equipment and fit. They are not a substitute for advice from an occupational therapist, physiotherapist or physician. Where a funding program needs a registered authorizer, that is a separate assessment we can help you arrange. See free assessments in our terms.

Tell us the weight of the person using it so we can specify correctly. Check the manufacturer's limits for the complete system and for each part, because parts are rated on different bases: a bed's safe working load and a mattress's user weight limit are separate ratings. See safe use in our terms.

Sometimes, when a unit comes back to us in good condition and can be properly serviced. Availability changes all the time, so call 905 451-7743 to ask what is in stock before relying on the website.

Website prices are a guide. The price that applies is the one on your written quote or order, which for measured or installed equipment is prepared after we know what is needed. See quotes and orders in our terms.

For the period stated on it. Where no period is stated, a written quote is valid for 30 days, because manufacturer pricing and availability can change after that. See quotes and orders.

Visa, Mastercard, American Express, Discover and Interac, plus cash on delivery within the GTA. See pricing, taxes and payment.

For custom, special order and installed equipment, a deposit is normally required before manufacture begins, with the balance due when installation is complete. The amounts are stated on your quote. See pricing, taxes and payment.

Prices are in Canadian dollars and exclude applicable taxes unless stated otherwise. Taxes are shown separately on your invoice. See pricing, taxes and payment.

Purchases can ship outside the GTA by parcel or freight, depending on the equipment and the address. The standard ground offer for eligible consumables does not extend to Yukon, the Northwest Territories or Nunavut, and remote or rural addresses need a delivery quote before ordering. Rentals, installation and service are local services. See the shipping policy.

Eligible consumables sent by standard ground have a stated range of 5-10 business days. Larger equipment such as lift chairs, power wheelchairs, scooters and hospital beds can take up to five weeks, and we give you an approximate date for the specific item. See the shipping policy.

White Glove Delivery is available for eligible products in Toronto and the GTA. A specialist calls to arrange the time, then the equipment is brought inside, unwrapped, set up and tested, and the packaging is taken away. Freight deliveries elsewhere are booked by the freight company. See the shipping policy.

Anything that affects getting equipment into the room: narrow doorways, stairs without a landing, restricted parking or a condo elevator booking. We check what we can at an assessment and rely on you for the rest. See delivery and access.

Tell us within 48 hours of delivery and, if you can, photograph the carton before unpacking further. When an item is faulty, damaged in transit or not what you ordered, we cover shipping both ways and there is no restocking deduction. See who pays the shipping.

Our own technicians fit installed equipment. Where a permit is needed we prepare the drawings, submit the application and coordinate the inspection, and permit fees are itemized on your quote. Permit timelines are set by the municipality. See installation and permits.

Hospital beds, manual, transport, tilt and power wheelchairs, mobility scooters, rollators, patient lifts and alternating pressure mattresses, among others. Availability changes week to week, and what comes with each rental, such as slings or rails, is confirmed when you book. See equipment rentals.

It depends on the equipment and how long you rent it, and longer terms usually cost less per week. The rental coordinator confirms the price, the term and any delivery charge for your address in writing before anything is committed. See rental prices.

Rentals are a local service, because we deliver and collect the equipment ourselves. An additional delivery charge may apply further from the rentals location, so call with your address and the coordinator confirms the arrangements and any charge before anything is committed. See rental questions.

Tell us the discharge date when you call and the rental coordinator works to it. Phone rather than ordering online if the timing is tight. On delivery day you get a 2 to 3 hour window. See how renting works.

An online rental needs valid card details to complete the agreement. Some rentals, such as hospital beds, scooters and alternating pressure mattresses, list a refundable deposit on their rental page. The coordinator confirms any deposit and charges before delivery. See the hospital bed rental page for an example.

Call before the current term ends to confirm an extension or arrange collection. Ask the coordinator to confirm the end date and any additional charges. See rental questions.

Yes, with conditions. The total rental amount can be applied to a new equivalent product bought within 30 days of the rental period starting. It does not apply to products on sale or part of a promotion. See rental questions.

Call us. If it failed through normal use we fix or swap it, and if the need changes we can swap to different equipment. Damage beyond reasonable wear may be chargeable, and we discuss it with you first. See rentals in the return policy.

ADP funds the purchase of a device rather than a rental, so rentals are normally paid privately. Some private plans, WSIB claims and Veterans Affairs benefits may cover a rental, so ask before booking. Renting is often a bridge while a purchase application is decided. See rental questions.

The free home assessment covers eight made-to-measure products: stairlifts, porch and platform lifts, ceiling track lifts, custom ramps, outdoor railings, automatic door openers, and custom manual and power wheelchairs. The visit, measurements, drawings and written quote cost nothing and carry no obligation. Some other equipment pages offer their own free fitting, so check the family page. See the free home assessment.

Most visits take 45 to 90 minutes, longer for a curved staircase or a platform lift. We look at how the person moves, measure and photograph, talk through the options, and give you the price in a written quote. It helps to have the person who will use the equipment there. See what happens at the visit.

No, but anything fixed to a building you do not own needs written permission from the owner before we can proceed. In a retirement residence or long-term care home the building manager usually has to approve it. See assessment questions.

For ADP, yes: an occupational therapist or physiotherapist registered with ADP assesses the need. March of Dimes HVMP asks for an occupational therapist assessment or its Verification of Disability form. A straightforward rental does not need one. See the ADP steps.

Yes. We work with authorizers across the GTA and can help you find one, or you can ask your family doctor or local health service. ADP does not set or pay authorizer fees, so ask about cost when the assessment is booked. See the ADP questions.

Yes. We measure the person, install the cushion and backrest on the chair and adjust the position with the person sitting in it. Positioning devices are an ADP category when an authorizer assesses the need. See cushions and backrests.

Email the order desk at [email protected] with the specification and any forms, or call. For ADP we can bring equipment to trial with the client and therapist. Current funding forms are on the forms and documents page.

Ontario's Assistive Devices Program contributes toward manual and power wheelchairs, wheeled walkers including rollators, eligible mobility scooters and wheelchair seating, for an eligible applicant with an approved device. Hospital beds, stairlifts, ramps, porch lifts and bath aids are outside ADP, and so are transport chairs, standard canes and walkers without wheels. See what ADP covers and Ontario's mobility aids page.

ADP pays 75 percent of the approved price and you pay 25 percent. For people receiving Ontario Works, ODSP or ACSD, the program covers the full approved price. Features beyond the approved specification are yours to pay. The registered vendor bills ADP for the program's share. See how ADP billing works.

Confirm what the program requires before you commit. Ontario sets out the ADP assessment, application and vendor submission steps to complete before ordering, WSIB asks workers to get approval before buying, and ODSP requests need pre-approval from your local office. If equipment is ordered and funding is then refused, you are responsible for the full price. See funding applications in our terms.

Ontario says it aims to review ADP applications within 8 weeks. Timing is set by the program, so if waiting is a problem, a rental can bridge the gap. See ADP questions.

ADP does not fund home modifications. March of Dimes HVMP may fund eligible stairlifts, modular ramps, vertical platform lifts and ceiling track lifts when its income and eligibility rules fit. WSIB or Veterans Affairs may help when a claim or benefit covers the need, and the federal Home Accessibility Tax Credit may apply to eligible renovations. See the March of Dimes HVMP guide.

ADP does not fund beds. WSIB may authorize equipment on an allowed claim, Veterans Affairs lists hospital beds and lifts among its equipment examples, and the City of Toronto Hardship Fund helps eligible low-income Toronto residents. Private plans vary. See the Toronto Hardship Fund guide and all funding programs.

It depends on the program. For ADP, the registered vendor bills the program's share and you pay yours. ODSP, WSIB, Veterans Affairs, the IFHP and private Blue Cross plans each have their own authorization and billing rules, and some reimburse you after purchase. We confirm which applies before anything is ordered. See Blue Cross plans and all funding programs.

The forms and documents page lists current ADP, ODSP, March of Dimes, WSIB, IFHP, Easter Seals and other applications and guides, each checked against its official source. Some open on the program's own website.

Disclose every funding source to each program. ADP does not fund equipment WSIB already supports, or a Group A veteran's pensioned condition that Veterans Affairs covers. Other combinations depend on each program's rules. See all funding programs.

ADP does not generally pay for repairs, maintenance or batteries. High-technology power wheelchairs supplied through ADP's Central Equipment Pool are the exception, with warranty repairs and preventive maintenance arranged through the pool. ODSP can help with batteries and repairs for mobility devices when no other funding is available and your office approves first. Veterans Affairs and WSIB may cover maintenance under their rules. See funding for repairs.

Most unused items can be returned within 30 days of delivery, in resalable condition and original packaging with all manuals and parts. Call or email first so we can issue a return authorization. See the 30 day window.

Opened personal and hygiene items such as commodes, bath seats and incontinence products, custom and made-to-order equipment, installed equipment once installation has begun, special orders, and clearance or final sale items. See what cannot be returned.

On a change-of-mind return, return shipping is yours and original shipping is not refunded. A restocking deduction may apply if an item comes back used, incomplete or with packaging that prevents resale, and we tell you the amount before processing the refund. See condition and restocking.

To the original payment method once the return is inspected. Where a funding program paid part of the cost, its share goes back to the program and yours to you. Cash on delivery orders are refunded by cheque or e-transfer. See how refunds are issued.

Tell us immediately. Before manufacture starts we do what we can. Once manufacture or installation has begun the order cannot simply be returned, and costs the manufacturer has already incurred may not be refundable. We tell you what stage the order has reached first. See installed and custom equipment.

Equipment carries its manufacturer's warranty, and the terms are confirmed in writing with your quote and invoice. If something fails, contact us rather than the manufacturer and we handle the claim. Consumables such as batteries, tires and upholstery are generally excluded. See manufacturer warranty.

You pay the service call, which covers attending, diagnosing and minor adjustments, and the charge is confirmed before you are asked for payment details. Parts and further labour are quoted before work goes ahead. Evenings, weekends and statutory holidays are charged at a higher rate. See repairs outside warranty and service questions.

Yes. We service equipment from other suppliers and from dealers that have closed. Tell us the make and model when you book so we can say whether parts are still available. See who we service.

If anyone is hurt or in immediate danger, call 911. For help with the equipment, phone 905 451-7743 rather than using a booking form. Follow the manufacturer's instructions for your model and do not improvise a way to move or lower it. See service and repairs.

Yes, for scooters, power wheelchairs, stairlifts, patient lifts and hospital beds. We confirm the exact battery and price once we know the model, and we can come to the home for equipment that is too heavy to bring in. See battery replacement.

Search the parts catalogue by your equipment's model. Parts we stock show a price, and parts ordered in from the manufacturer show a quote request so you get a written price before anything is ordered. See replacement parts.

We recommend a yearly check for stairlifts, patient lifts and ceiling lifts, and manufacturers generally expect it as a condition of warranty. Power wheelchairs and scooters benefit from a yearly look at batteries and tires. See maintenance intervals.

Yes. If a part has to come from the manufacturer, ask about renting a bed, wheelchair, scooter or lift in the meantime, and mention it when you book the repair. See equipment rentals.

Monday to Friday 9am to 6pm and Saturday 10am to 2pm, closed Sunday. The phone is answered during those hours. See the contact page.

Unit 7, 15 Fisherman Drive, Brampton, Ontario, L7A 1B7, with parking outside and a level entrance. No appointment is needed during opening hours, but call ahead to try something specific. See the contact page.

Assessments, delivery, installation, service and rentals are in-person services across the Greater Toronto Area and some nearby communities. Each service lists its own area, so call with your postal code and we will confirm. See the contact page and technician coverage.

Yes. Large print, plain text and accessible PDF versions are available at no charge, and you can order by phone. The accessibility page also covers support persons, service animals and feedback. See accessibility at Westin Healthcare.

Email [email protected]. It is the best route for quotes, order forms, funding documents and anything with an attachment. How we handle your information is set out in the privacy policy.

Call 905 451-7743, particularly for a hospital discharge date or equipment that has stopped working. Outside business hours, leave a message describing the situation. See get help.