Frequently Asked Questions

General Information About JOINTS AND VEINS

What does jointsandveins.com sell?
We are an authorized Bauerfeind reseller and we exclusively sell Bauerfeind products.  We provide our customers with high quality Bauerfeind braces, supports and compression stockings that are made in Germany.  If you can’t find the Bauerfeind product you’re looking for, let us know!
Can anyone order from jointsandveins.com?
JOINTS AND VEINS can only ship within Canada at this time. General public: Members of the general public are able to place orders on our website; however, JOINTS AND VEINS is unable to diagnose, provide medical advice or recommend specific products. It is strongly recommended that members of the general public consult with a health care professional (example, physician, physiotherapist, sports chiropractor) prior to making a purchase on our website. Health care professionals: Verified Canadian health care professionals are eligible to receive discounted pricing and promotional offers.  Please contact us at info@jointsandveins.com to set up a Health Care Professional account or for more information. Students of a health care profession: Students currently enrolled full-time in an accredited health care professional program may be eligible to receive discounted pricing and promotional offers. Please contact us at info@jointsandveins.com for more information.
Do health care professionals receive special pricing?
Yes, verified Canadian health care professionals are eligible to receive discounted pricing.  Please contact us at info@jointsandveins.com to set up a Health Care Professional account or for more information.
Are prices in Canadian dollars?
Yes, all listed prices are in Canadian dollars. JOINTS AND VEINS can only ship within Canada at this time.
 

General Information About Bauerfeind

Why choose Bauerfeind?
From the initial design, through product development, to the manufacturing process and elaborate checks, Bauerfeind places great value upon “Made in Germany” quality. They aim to supply patients with high-quality products that are always in line with the latest medical findings. This is what Bauerfeind stands for. Design also plays a role in the acceptance of supports, orthoses, compression stockings and orthopedic orthoses by patients. For this reason, right from the product development phase Bauerfeind attaches great importance to attractive design that makes it clear how our products work. Bauerfeind has received multiple awards for this. The company motto is “Motion is life” and the company has been an official supplier to the German Olympic teams since 2001 and offers athletes an orthopedic supply service both during and between the Games.
How are Bauerfeind products different?
Bauerfeind products are designed to be the most comfortable braces and supports you will ever wear:
  • The patented soft knit material, extreme comfort and exceptional support define each product. There’s no bunching or pinching of the skin.
  • The soft knit material is breathable. The moisture wicking fabric draws moisture away from your body, to keep you dry and sweat-free.
  • The “graduated compression” at the edges prevents the product from rolling, slipping or constricting circulation.
  • Bauerfeind’s unique stretch fabric provides more compression for greater muscle stability.
  • All products are hypo-allergenic and will not irritate the skin.
  • They are comfortable enough to wear for hours of activity.
  • When you need to, you can wash your Bauerfeind product in the washer on the gentle cycle, air-dry it and it will not lose its shape, elasticity or original fit.
Can Bauerfeind products be used for sports?
Yes. Not only are Bauerfeind braces and supports appropriate for athletes playing sports, they are also appropriate for daily use at home and at work.
Can I use Bauerfeind products if I am not an athlete?
Yes! Olympic athletes, professional athletes, and weekend warriors alike all use Bauerfeind products. Bauerfeind’s motto is “Motion is Life” so their products will offer support while still allowing the mobility necessary to participate in sports or daily activities.
How long can the brace or support be worn?
This depends on the individual condition and activity. Some people only wear their product when they are performing an activity that is challenging or irritating to them, such as playing a sport. Other people will wear their product all day, every day. Some people switch back and forth between the two depending on if they are having a good day or bad day.  It is up to you how much you want to wear our products. We recommend that you do not sleep in them due to the medical grade compression, reduced movement, and sensation while asleep.
 

Sizes and Measurements

How do I know what size to order?
Each product has a measurement chart to help you find the right size. Follow the instructions on the sizing guide. Then measure the appropriate body part, find the value within the size ranges in the chart and select the corresponding size. If you need help determining the appropriate size, we’re happy to help! Email us at info@jointsandveins.com.
How do I measure for a brace?
Finding the right size for the body is important to ensure comfort and stability. Each product has a measurement chart to help you find the right size. Follow the instructions on the sizing guide. You will need measuring tape – preferably cloth like the kind a seamstress would use. If you do not have a measuring tape, you can use a piece of string and a ruler.  The measuring tape or string should rest on the skin, but not be so tight that it presses into the skin. Please feel free to email us at info@jointsandveins.com if you need help determining the appropriate size.
What if the measurement is between sizes? Should I purchase the smaller or larger size?
Choose the larger size for a more gentle compression or the smaller size for a more firm compression. When between sizes, the average person prefers the smaller size for a more secure fit, unless that person has a sensitivity to compression. If you are unsure what size you need, contact our experts and we’ll be happy to help. Email us at info@jointsandveins.com.
How tight should the brace be?
The brace should support firmly, but not be so tight that it feels like it is interfering with circulation. There should not be a squeezing discomfort when the brace is worn.
Other brand supports weren't able to fit the body correctly.  Will Bauerfeind products work?
The fit is what sets Bauerfeind apart! Bauerfeind products are designed for an anatomically precise fit that adapts to most body sizes and shapes. The soft knit is three-dimensional, which makes the material stretchy for a better, more comfortable fit while also allowing the brace to provide stability. The manufacturing processes are constantly improved based on the latest research. Bauerfeind is the closest to a custom fit you will find without the time and expense of a made-to-order product. The best way to understand the Bauerfeind difference is to try one on and see for yourself how our fit is designed to conform to your body, for maximum comfort and stability.
 

Care

Can Bauerfeind braces be washed?
Yes. Washing regularly helps the product last longer. Proper washing and drying helps the knit support maintain its elasticity and original fit. All Bauerfeind supports are made with machine washable materials. Here’s how to care for a Bauerfeind brace:
  • For products with Velcro straps, pads or inserts, remove them if possible, or fasten them securely at the place provided on the brace.
  • Machine wash the brace in cold water using the gentle or delicate cycle. Wash separately using a laundry detergent with no additives (do not use fabric softener or Woolite).
  • Lay the support flat and let it air-dry. Do not put it in the dryer.
How long will the product last?
Bauerfeind products are built to stand the test of time. The exclusive design and materials make for an extremely durable product. Regular washing helps to extend the life of the support. Wash the brace in the washing machine on the gentle cycle, lay it flat and air dry it (do not put it in the dryer).  The product won’t lose its original shape or fit. Generally speaking,users report that Bauerfeind braces and supports last about 2 years. However, with proper care and use, some users report an even longer product life.
 

Shipping, Returns and Warranty

What's your return policy?

COMPRESSION STOCKINGS AND GARMENTS

Please note that for hygienic reasons, we are unable to accept returns on any compression stockings, socks or garments (including all VenoTrain products).  The purchase of these products are all final sale.

ORTHOPEDIC BRACES AND SUPPORTS

We want you to be satisfied with the fit of your Bauerfeind brace or support. You may try on the product and walk around your home with it, but please do not use it for physical activities or sweat in it prior to returning it. To return a brace, a return authorization (RA) must be issued from JOINTS AND VEINS within 30 days of purchase.  Please contact us at info@jointsandveins.com with your order number, the name of the product(s) you wish to return and the reason for the return. We will contact you as soon as possible with the return authorization number and further instructions. All returns must be in excellent, like-new condition in the original packaging. We reserve the right to apply a 25% restocking fee on any return that is not in like-new condition. Note: Products described as “Special Order Only” will require an additional 10-15 business days before they can be shipped. Special Orders are eligible for credit only if they are found to be defective. For more information, please see our Returns policy
Is there a warranty?
*Please note that we are not the manufacturers of the Bauerfeind products we sell, but we will do our best to facilitate warranty claims between the purchaser and Bauerfeind Canada. Bauerfeind Canada warrants that all goods will be free from manufacturing defects for a period of:
  • 6 months for Orthopedic products (i.e. Braces)
  • 30 days for Compression products
Normal wear and tear during the usage of the product is not considered a defect. The affected product will be replaced or a refund will be issued, at the sole discretion of Bauerfeind Canada. Please contact us at info@jointsandveins.com with your order number, the name of the affected product and the reason for the warranty claim.
How long will it take to receive my order?
All orders are shipped via FedEx, where possible. You can choose:
  • FedEx Ground (1-7 business days)
  • FedEx Priority Overnight (Next business day for metropolitan areas, 2-3 business days for all other areas)
Please note that shipping transit time does not include the processing time to fulfill the order.  Most in-stock items will ship within 3 business days of ordering. Products described as “Special Order Only” are not in stock.  They will require an additional 10-15 business days before they can be shipped. For more information, please see our Shipping policy.
What is a Special Order?
Products described as “Special Order Only” are not in stock.  They will require an additional 10-15 business days before they can be shipped. Special Orders will only be credited if they are found to be defective. Extra freight charges may apply.  
 

Getting Help

I have a question about a specific item. How can I get more information?
Our experts are standing by to help answer any questions you have. Email us at info@jointsandveins.com.