1 Appointments & In-Person Shopping
1.1 Can I shop in-person?

Our Kenmount Road location is open, and we are accepting clients in-person. However, in order to limit the number of people within the store for proper physical distancing, all clients must schedule an appointment. Please call us at 754-5944.


1.2 How do I book an appointment?

You can book an appointment by calling us at 754-5944 during our hours of operation. Alternatively, you can message us on Facebook and we will get back to you within 1 business day. 


1.3 What if I need to make any changes to and/or cannot make it to my appointment?

We understand that life happens, and you may need to make changes to your appointment. You can do this by calling us at 754-5944 at your earliest convenience and we will reschedule your appointment to a time/date that works better for you. If you are unable to make it to your scheduled appointment, please let us know as soon as possible. This way, we can ensure your appointment is rescheduled and it also allows us to fit another client in.


1.4 What do I need to know before coming in for my appointment?

If you are feeling unwell and exhibiting and flu-like symptoms, we ask that you stay home and call us to reschedule your appointment. When you arrive for your appointment, please call us or knock to let us know that you are here.   


Masks are mandatory, unless you have a documented medical reason as to why you cannot wear one. We ask that you bring a mask with you, but if you don’t have one, we can provide a disposable mask upon arrival.  


You will be asked to sanitize your hands and avoid touching any items in the store. One of our team members will be happy to assist you browse for products.  


Please follow the arrows to make your way around the store and maintain physical distancing of 6 feet at all times.  


1.5 How much does it cost to see one of your trained staff members?

There is no charge for an appointment at HealthQuest.


1.6 What are you hours of operation?

We are open Monday, Wednesday and Friday 9am to 5pm and Tuesday and Thursday 9am to 8pm. Closed Saturday and Sunday.


1.7 What holidays do you typically close for?
  • New Year’s Day 
  • Good Friday 
  • Easter Monday 
  • Victoria Day 
  • Canada Day 
  • Labour Day 
  • Thanksgiving 
  • Christmas Day 
  • Boxing Day 


1.8 How does your Grand Falls-Windsor location operate?

Our Grand Falls-Windsor location currently does not operate on a full-time basis. This is a temporary situation and will be open full time January 4th, 2020.  


Currently we are open 1 week a month. Please call 754-5944 and we can advise you of the next clinic and schedule an appointment. 


2 Payment Methods & Direct Billing
2.1 What payment methods do you accept?

We accept, Interac, Visa, Mastercard and Cash. 


2.2 Do you direct bill?

Unfortunately, we do not.  We will provide you with the necessary paperwork to submit to your insurer. Please note, we cannot confirm Insurance coverages, however we can provide you with a quote to submit to your provider before making your purchase.


3 Prescriptions
3.1 How can I use my prescription?

Simply bring your prescription with you to your appointment and one of our trained team members will help you find the right solution that best suits your needs. 


3.2 Can I use my prescription when shopping through the online store?

Given the nature of prescription purchases, you cannot use your prescription when shopping through our online store. Seeing one of our trained team members is an important step in ensuring that you are receiving the right solution and care for your needs, especially with finding the right shoe for your custom orthotics.


4 Returns & Exchanges
4.1 Can I return or exchange any purchased items? How?

Online purchase, we offer 30-day return and exchanges for eligible orders. For an item to be eligible for returns or exchanges, it must be unworn as well as still in its original packaging and condition. Any items on sale are considered final and only eligible for exchange. The customer is responsible for return shipping (if applicable), whether it is for a return or an exchange. Please contact us to start your return. If you have received defective, damaged or incorrect merchandise, please contact us directly. Once we receive your qualifying return, and approve your refund, HealthQuest will credit your original method of payment. Depending on your financial institution, please allow an additional 2-10 business days for the credit to be posted to your bank or credit card account.  


In store purchases made with a prescription are final sale. They will however be eligible for an exchange, if it has been unworn and still in its original packaging and condition. 


5 Sales, Discounts & Giveaways
5.1 Do you ever have any sales, discounts, giveaways?

Yes, we absolutely do! We usually have sales, discounts and/or giveaways on the go every month. Whether it is in-store, online, or even through email and social media, we have something for everyone. So, follow us on Facebook and Instagram, subscribe to our newsletter, and bookmark our website to make sure you never miss an opportunity.


6 Perdorthics & Orthotics
6.1 What does a Pedorthist do?

Canadian Certified Pedorthists are orthotic and orthopedic footwear experts trained in postural analysis, movement patterns, and musculoskeletal examination. More specifically, they focus on the assessment of lower limb anatomy, muscle and joint function, as well as the interaction of the foot and lower limb with the rest of the body. 


With specialized education and training in foot orthoses and footwear, Canadian Certified Pedorthists help to alleviate pain, abnormalities, and debilitating conditions of the lower limbs and feet. 


Canadian Certified Pedorthists consult with patients based on referrals from physicians, nurse practitioners, and other healthcare providers. The goal of every Canadian Certified Pedorthist is to help patients achieve and maintain proper foot care and lower limb health, and live healthy, active lives. 


Through a sustained relationship between Pedorthist and patient – and depending on the precise nature of a specific patient’s condition – pedorthic care can help prevent further pain and debilitation, and the related inconvenience and expense for patients, insurers, and the healthcare system. 


6.2 What is orthopedic footwear? What makes them orthopedic?

Orthopedic shoes are shoes that are specifically designed to support or accommodate the mechanics and structure of the foot, ankle and leg and they have a number of medically beneficial features and functions that separate them from everyday footwear. 

6.3 What are custom vs off-the-shelf orthotics?

Foot orthotic is a prescribed medical appliance, custom-made, that fits into a person’s footwear. 


It’s purpose is to focus the hind foot, midfoot and forefoot, and the lower extremities, in a desirable manner to relieve pain, give people really foot posture. It works for their feet pretty much the same way that glasses work for the eyes. 


The most common myth about foot orthotics is that they’re only for seniors. In fact orthotics can be used for all ages and for a variety of activities and virtually any type of shoe that you can think of. 


Just like the people they help, orthotics are made in a variety of shapes and sizes. It depends on the footwear they are going into and the conditions we’re trying to treat. 


Foot orthotics range from hard plastic and carbon laminates to soft foam depending on the patient’s requirements and physical characteristics. Foot orthotics fit into a variety of shoes, from children’s shoes, athletic shoes, soccer shoes, skates, ski boots, ladies’ and men’s dress shoes and protective footwear.