Frequently Asked Questions

You only need one Heel2Toe device. It works on either foot — wear it on whichever foot you want to retrain. A second device isn’t required and won’t improve results.

Heel2Toe is sold online only, through shop.physiobiometrics.com (or /fr in French). There’s no physical retail location. If you can’t order online, email sales@physiobiometrics.com and we’ll arrange another route.

No — no prescription is required. Heel2Toe is a Class I medical device and can be purchased directly, though if you are recovering from a specific condition or injury we suggest discussing its use with your physiotherapist or physician.

We don’t run regular promotions or discount codes — the price shown is the price you pay. For clinic, institutional or research orders, email sales@physiobiometrics.com about quantity pricing.

Yes — we ship to 29 countries, including the United States, the United Kingdom, Ireland, most of Western Europe, Australia, New Zealand, Japan, South Korea, Singapore, Israel and the United Arab Emirates. Select your country at checkout to see prices in your local currency and the shipping rates available to you. If your country is not listed, email sales@physiobiometrics.com and we can add it. International shipments need a contact phone number for the carrier.

Orders ship from Canada and we don’t collect duties or import taxes at checkout. Depending on your country, customs duties, import taxes or a carrier brokerage fee may be charged on delivery — these are set by your government, not by us.

No — shipping is charged separately and calculated at checkout based on your destination.

We don’t offer an express option — all orders ship by our standard service. Most of the overall timeline is preparing the device before dispatch, so a faster carrier wouldn’t meaningfully shorten the wait.

The sensor is battery-powered and recharges over a USB-C cable. Any standard USB-C charger or computer port works worldwide — no voltage or plug-adapter concerns.

Heel2Toe is a clip-on shoe sensor that gives a real-time beep when your heel strike is correct, helping retrain your gait. After a walk, plug it into a computer running the Docking Station app to view your session statistics.

PhysioBiometrics holds Health Canada Medical Device Establishment Licence (MDEL) #18577, and Heel2Toe is a Class I medical device. We also hold a Health Canada Certificate to Export, issued in August 2025.

Yes. A randomized pilot trial published in Pilot and Feasibility Studies (2024) reported that 13 of 14 Heel2Toe users improved their Six-Minute Walk Test distance by a mean of 66.4 metres, while the 7-person control group declined. These are findings from one published study and not a prediction of any individual’s result.

Yes — the Docking Station app is free to download. It uploads session data from the sensor to your computer and shows your reports. Get it at physiobiometrics.com/products/docking-station-app.

Try PayPal (an instalment option is available in some countries), or email sales@physiobiometrics.com for an Interac e-Transfer or wire option. If a retry ever results in a duplicate charge, email us right away and we’ll cancel the duplicate before fulfilling.

Treat unexpected “store restriction” or “domain renewal” emails as phishing. Legitimate notices come from official Shopify or your domain registrar’s addresses. Forward anything you’re unsure about to support@physiobiometrics.com for a second look.

Email support@physiobiometrics.com with your institution, lead investigator, number of sensors, shipping address, and currency. We’ll send a quote, invoice on your institution’s terms, and include free Docking Station onboarding (a short call once your sensors arrive).

We’re open to international distribution partnerships. Email sales@physiobiometrics.com with your company, market, and regulatory credentials.

Yes. Email sales@physiobiometrics.com with quantity, shipping address, and currency. We routinely invoice institutions in USD and can omit GST/PST where applicable.

We process and pack orders within 3–5 business days. Delivery within Canada is typically 3–7 business days after that; international is 7–20 business days depending on destination and customs.

Carrier hand-off between Canada Post and a local carrier can take a few days to show. If tracking hasn’t moved for over a week, email sales@physiobiometrics.com with your order number and we’ll investigate or reship.

Email support@physiobiometrics.com with your order number and the correct address, and we’ll re-create the label and resend.

Email support@physiobiometrics.com with your order number. We can provide the delivery date/time and the carrier’s delivery-scan details that building administrators usually need to investigate.

During postal disruptions we switch to an alternate carrier. Expect a short delay and, occasionally, a shipping-cost adjustment — which we’ll confirm by email before shipping.

A 30-day return policy. Return shipping is the customer’s responsibility, and the refund is processed 2–3 business days after we receive the returned sensor (minus return shipping if we issued the label).

Email support@physiobiometrics.com first to request a Return Authorization (RMA) number. We’ll send a return label and address. Please don’t ship anything before you have the RMA — unauthorized returns may be refused.

Refunds post to your original payment method 2–3 business days after we receive the sensor, and your card issuer may take another 3–7 days to show the credit. If it’s been more than 10 days since we confirmed receipt, email sales@physiobiometrics.com and we’ll verify.

Email support@physiobiometrics.com with your order number, a short photo or video of the issue, and the device serial number (on the device, or in the Docking Station app under Settings → Select the SD Card). We’ll diagnose and either ship a replacement or process a refund.

The SD card inside the sensor stores your walk-session data (steps, beep events, gait metrics). When you connect the sensor to the Docking Station app, it reads the card and uploads the sessions. You don’t need to remove it — leave it in the sensor.

While you walk, green means all good on the right foot and orange all good on the left; blue means the beep is switched off, purple means not calibrated, yellow means the battery is low and red critically low. The full Heel2Toe™ light (LED) guide covers charging, calibration and docking too.

The sensor calibrates to your normal heel strike. If it needs unusually heavy impact, run the calibration routine again (a short ~30-second walk in calibration mode). If the beep is still inconsistent afterwards, email support@physiobiometrics.com — it can indicate a clip-alignment issue.

Wake it up: press and hold the button until the LED flashes red-green-blue with beeps (up to 10 seconds). Put it to sleep: press and hold until the LED flashes yellow three times (up to 10 seconds). Reset it — for example if it beeps continuously — by holding the button for about 10 seconds until it stops. If it won’t wake or reset, email support@physiobiometrics.com.

A full charge takes about 3 hours and gives roughly 60–90 minutes of continuous use. If it isn’t lasting: try a different charging cable, make sure the cable is firmly seated, and check that your outlet or power bar is supplying power. Still short? Email support@physiobiometrics.com.

Power the sensor off and on to reset it, then re-run calibration. If a long continuous beep keeps recurring, email support@physiobiometrics.com — we’ll help or send a replacement. And if the sensor beeps too often while you walk, raise the step threshold to the level your walking specialist recommended.

Not on the current generation — the beep plays through the on-device speaker only. We’ve heard this request (for quiet clinics and hearing-impaired users) and it’s on our roadmap.

The Heel2Toe uses USB-C. Crucially, you must connect it with a USB-C data cable — not a charge-only cable. Many inexpensive USB-C cables carry power but no data, and the Docking Station will not detect the sensor with one of those. This applies on Windows, macOS, Android, and iPhone/iPad alike. If the app doesn’t see your sensor, swap in a known data cable first — and the video tutorials above walk through extraction on each platform.

Windows 10 / 11 and macOS 13 (Ventura) and newer are supported (older macOS is not). An iOS / iPadOS version is in TestFlight beta — request an invite from support@physiobiometrics.com (needs a USB-C data cable). Android isn’t supported yet.

This is a permissions issue. Try: (1) right-click the app → Run as administrator; (2) install under your user folder (e.g. C:\Users\you\Heel2Toe) rather than Program Files; or (3) allow the app in Windows Security’s Ransomware / Controlled Folder Access. Still stuck? Email support@physiobiometrics.com with a screenshot.

The macOS app needs macOS 13+. Either update macOS if your Mac supports it, use the iOS/iPadOS TestFlight build on an iPhone or iPad (with a USB-C cable), or use a Windows PC.

First, make sure you’re using the same email address as on your order. If a reset doesn’t work, email support@physiobiometrics.com and we’ll verify and reset your account.