The Support Company: Frequently Asked Questions

Q: What is your telephone number?
Please note we cannot take credit cards over the phone, only online through our secure agent Paypal. As we are an internet-only company we do not employ telephone staff and request that enquiries are made by email. This keeps down costs and prices and ensures that your enquiry goes to the right individual.

Q: My payment card is valid but is being rejected
We have not rejected your card - we ourselves do not handle customers' card details. We have had an alert from other customers that card companies often restrict overseas transactions for security reasons if a customer does not normally place foreign orders, so you may want to contact your card company to remove any block which they have in place. Another possibility is for you to create a Paypal account and put some funds into it with your card. Then you could use your Paypal account to pay for the transaction. Using Paypal gives peace of mind as it substantially limits the number of sites that receive your card information.

Q: I am in the UK and would prefer to pay by cheque
UK customers are welcome to download our order form and send it to us with a cheque. Orders are posted after cheques have cleared so please allow extra time.

Q: What are your shipping rates?
Our current shipping charges for one support are
UK3.95 GBP
Europe9.00 GBP
Rest of world10.95 GBP
Google has a currency converter: simply go to google.com and type (for example) "convert 10.95 GBP to USD".
Within the UK we ship by First Class Recorded Delivery. Overseas orders are shipped by the Royal Mail airmail service.
For faster delivery a courier service such as Fedex can be arranged on request. Prices range from 30 GBP (North America) to 55 GBP (Far East) plus a handling charge of 8 GBP. Courier companies may additionally also ask you for substantial customs clearance fees before they will deliver.

Q: How long before I receive my support?
We aim to ship within 3 business days.
Transit time estimates from date of shipping: These times are not guaranteed
United Kingdom: 1-2 days
Western Europe: 7-14 days
North America: 7-21 days
Australia and New Zealand: 10-21 days
Rest of world: Please allow up to 4 weeks.

Q: Will you email me an acknowledgement of my online order?
Paypal or Nochex (depending which you select) will email you a receipt for your payment. Please treat this as our acknowledgement of your order.

Q: I represent an orthotics department within the British National Health Service. How do I place an order?
Please fax your requisition form to 07092 857050.

Q: When does the 4-week no-quibble guarantee period start and end?
It starts when you receive your support and ends 4 weeks from that date. If you are unhappy with your support for any reason at all, just complete the Return form that was included with the support, and return it to us within that period for a refund or for replacement with a larger or smaller size.

Q: How do I know what size to order?
When ordering a flat pad support, it is the HIP size, not the waist size which counts. The hip measurement is not taken around the hip bones but lower down, around the fullest part of your bottom (butt). Then simply select the appropriate size on the order page.

Q: I have a large inguinal hernia and surgery has been recommended. Should I nevertheless try using a Flat Pad Support?
The Flat Pad Support is designed for a small to medium reducible hernia. (Reducible means that you can push it back in.) If you cannot push your hernia all the way back in you should not wear any kind of truss or support. If in any doubt, do consult your doctor before trying this product.

Q: Are your supports adjustable?
The entire body of the support is made from strong elastic, so provided the correct size is selected (by measuring around the fullest part of your bottom) no further adjustment should be necessary.

Q: I have a left / right / double hernia. How do I order?
All our supports have pads on both sides so are suitable for left, right or double inguinal hernias.

Q: Is the Flat Pad Support only suitable for male groin (inguinal) hernias or can it be used for other types of hernia or by women?
The flat pads are positioned for the male groin. They will not work for any other type of hernia.

Q: I am on the borderline of two sizes. Should I order the larger one or the smaller?
This is difficult as even if you measure yourself perfectly, for some people the garment may be a little too small, and for others a little too big. Firstly, try taking both morning and evening measurements, as they can vary. Many individuals choose to order both sizes and then return the one which fits less well. The fit around the hernia area needs to be snug.

Q: Do you have a shop where I can try on your supports?
No, but the sizing information given on our online order form is so accurate that only a small percentage of supports are returned or exchanged as a result of fitting problems. We have a four-week unconditional guarantee. Just return your support within four weeks for a full refund or to exchange it for a larger or smaller size.

Q: Are your Flat Pad Supports available in the USA?
Our product is unique and only available from the UK. We do already have more than 3,000 American customers.

Q: I am in the UK. When can I expect to receive my order?
Order processing takes up to three working days. Within the UK we send by First Class Recorded Delivery. If you have ordered by post and cheque please allow a week of extra time for your cheque to clear.

Q: What is your Privacy and Confidentiality Policy?
We do not collect data on visitors to our site. We send our occasional newsletters only to our customers and to those who have opted in for this service. We keep our customer information confidential and do not share it with third parties.