Got Questions?

General Questions

Do the StrideOn Knee Scooter or Orthomate Knee Scooter fold up?

Yes, they do! Both the StrideOn and Orthomate fold up easily, making them super simple to transport or store. You can lower the steering column and tuck it under the knee pad for easy carrying. If you need more space, you can even fold up the entire frame.
I struggle with crutches. Will the StrideOn Knee Scooter or Orthomate Knee Scooter make it easier to get around?

Absolutely! Both the StrideOn and Orthomate are designed to make moving around much easier and safer than using a walker or crutches. You can rest one knee on the cushioned resting pad and use your other foot to steer and scoot, all without putting any strain on your joints.
Will I need to assemble my StrideOn Knee Scooter or Orthomate Knee Scooter?
When delivered by courier, your StrideOn Knee Scooter or Orthomate will arrive 90% assembled. Here’s what you’ll need to do:

Secure the knee pad in place. Make sure you choose the correct side for your injury (you can check the bottom of the knee pad for guidance). Then, hook the basket onto the pegs on the steering column.

If you have a StrideOn, unfold the back wheel.

Set the steering column to the height that feels most comfortable for you. Slide the pin through the hole that gives you the best support, then tighten the thumb screw to lock it in place.

We include step-by-step instructions with your hire. Just follow them, and you’ll be all set!
Can the StrideOn Knee Scooter or Orthomate Knee Scooter turn/steer?
Does your StrideOn Knee Scooter or Orthomate Knee Scooter work on carpet?
Will my hire product be in a good condition?
What’s considered normal wear and tear?
What’s the difference between the StrideOn and the Orthomate knee scooter models?

The Orthomate knee scooter is great for outdoor activities, like shopping or school runs, thanks to its wide rubber wheels that can handle different terrains. It’s not as agile as the StrideOn but can still be used indoors.

The StrideOn knee scooter is perfect for indoor use with its narrow no-mark wheels and sharp turning capability. While it can also be used outdoors on smooth surfaces, it’s the best option for indoor activities.
How can I extend the hire of my Strideon Hire if I need it for a longer period?

Just give us a call or send an email before your rental period ends, and we’ll extend it for you. We’ll either take payment over the phone or send you an invoice. We’ll also send you a reminder email a day or two before your rental period ends, prompting you to either plan a return collection or extend the rental period.
Do I have to pay to return my equipment?

Yes, you’re responsible for the return shipping costs when a courier is used to return the equipment. Check our “How to Return Your StrideOn Hire” email or contact us for more details.

When your hire period ends, or you no longer need the equipment, just clean it, pack it in the original packing, and let us know by phone or email your tracking information to info@strideonaustralia.com.au

Hiring and Purchasing Questions

Will my insurance cover the hire of my StrideOn Knee Scooter or Orthomate Scooter?

It might. You’ll need to check with your insurance provider. We can’t guarantee reimbursement, and unfortunately, we can’t file claims on your behalf.
What if my surgery date changes?
Is there a minimum hire charge?
What payment methods do you accept?
Is there a security deposit?
Does my hire period include transit time?

No, transit time isn’t counted as part of your hire period. Your hire commences from the date you receive the item and ends when you have booked the return courier and sent us a copy of your return tracking information or return in person to our shop in Underwood Brisbane.
When do I need to return my StrideOn Hire?

When your hire period is over, or you no longer need the equipment. Simply clean it and pack it in the original box. For courier returns, use our how to return information we sent you to help you organise and book a courier to collect the equipment, please email the return tracking details to info@strideonaustralia.com.au. You are welcome to return equipment in person to our Shop located at 2/2960 Logan Road, Underwood QLD 4119.
Can I buy a StrideOn or Orthomate Knee Scooter?
Can I buy the equipment I’m currently hiring?
What if my hire equipment needs to be repaired during my hire period?

Let us know right away, and we’ll work with you to sort it out. If parts need replacing, we’ll send them to you along with instructions. If necessary, we might send a replacement model, depending on availability and what needs fixing. We strive to provide the very best service to our customers with the least amount of inconvenience.
What if my hire equipment is lost or stolen?
What if I lose the box for my hire equipment?

If the box is lost, you’ll need to pay $25.00 to replace it since we reuse these cartons. Unfortunately, we can’t provide a replacement box or packaging, so it’s important to securely pack the equipment before returning it to avoid any damage during transit.

Returns and Cancellations

Can I cancel my hire contract?

Yes, you can cancel your hire contract by calling us. If the equipment hasn’t been dispatched yet, you’ll get a full refund. Please note that we may send the equipment several days before your hire start date to ensure it reaches you on time.

If your hire equipment has been dispatched or you’re within the first two days of your hire period, call us to cancel. If the equipment hasn’t been delivered yet, you’ll need to accept the delivery. Refusing delivery or “Return to Sender” may result in additional fees deducted from your refund. Once we receive the returned equipment, we’ll process your refund.

A standard $50.00 cancellation fee applies. If delivery is refused, the cancellation fee increases to $100.00. After the third day of your hire, full refunds are no longer available, and the minimum hire period applies.
What if I don’t like my hired equipment?

Courier/Shipping Questions

Are courier costs included in my hire?

No, courier costs are calculated separately at the time of booking. The initial delivery costs are included in your payment, but return shipping is extra. We’ll send your return instructions by email. Alternatively, you can return the equipment for free to our Brisbane Shop in Underwood.
Can I pay to receive my equipment faster?
How is the equipment delivered?
Do I have to pay to return my hire equipment?

Yes, you’ll need to cover the return shipping. We don’t organise return couriers at the time of booking because many people extend their hire period. Return instructions will be emailed to you or you can return the knee scooter for free to our Brisbane shop in Underwood.
What if my equipment is damaged in transit?

If your equipment is damaged during transit, let us know right away so we can sort it out and notify the couriers. If possible, please send some digital photos to help us speed up the process. Send these images to info@strideonaustralia.com.au. We may send a replacement product before getting the damaged item back, depending on the situation.

Complaints Process

How can I make a complaint?

If you’re not happy with our service or products, please let us know. You can email us at info@strideonaustralia.com.au or call us at 07 3423 0487. We’ll do our best to resolve your issue as quickly as possible.
How long will it take to resolve a complaint?
What if I’m not satisfied with the response to my complaint?

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