Frequently Asked Questions

Koolway Sports prides ourselves as the “Custom Tailors for the World of those Individuals with Disabilities”. All our worldwide clients receive our custom Zoom Fitting (20 – 30 minutes) to ensure the perfect fit and to consider their requirements and wheelchair set up. We build into each order longevity and sustainability for growth to ensure many years of use before out growing the products

For all orders, please follow the following bullet points

·  Please send request to start the order process to: info@koolwaysports.com

·  If you wish at the same time to book your custom zoom fitting please use this link:  https://calendly.com/koolway-sports/zoom

·  Your custom zoom fitting will result in a formal order form and estimate sent back for your review and if correct sign off Good to Go”.

·  When G to G is received we will process your payment and an order number is assigned and your order is placed into our production cycle.

Our Koats are of such high quality it isn’t uncommon to get 8-10 years+ of life from our products and passed onto 3 or 4 other individuals when outgrown. Our clients are usually always in their wheelchairs hence not exposed to the usual wear and tear others experience in life.

Cleaning Instructions: All Koolway products can be machine washed in cold water, and either hung to dry or machine dried on a no heat setting. One caution don’t use a softener sheet in the dryer with any of our Koolway products.

Koolway Sports in most cases only uses Federal Express for shipping worldwide. Through their various operations: Ground, Express, International Express and Air. When ready to ship, you will receive an email from Fed. Ex. with the pickup notice, tracking number and estimated delivery date. Emails will continue to be sent until package is delivered. Fed. Ex. has the best tracking system as your order is very important and we also monitor its delivery. Most orders in North America are delivered within a week and to Europe and Australia under 2 weeks.

Koolway Sports accepts all Credit Cards, Cheques (Canadian only) , PayPal transfers and International Bank to Bank transfers. In Canada we also accept direct e-transfers. When processing payment for non-Canadian transactions, in the invoice wording will be the current currency conversion (XE Conversion System) as an estimate only. Your order will be processed using the Canadian Dollar amount as we are not privy to your financial institution conversion fees etc. All our transactions are through the Royal Bank Of Canada (RBC) and we use the Moneris system 

Your order requires our custom Zoom fitting and your review of the order form sent back to you for review of the colours, options and high lighted size and measurements…. When final order form is agreed by both parties and sign back Good to Go then the order is placed into production and sale is final.

All our sales are final, with a no return policy but we stand by our product 100% and will make every effort to rectify any issues post manufacturing if for some reason your order is not made to the signed off specifications.

Koolway Sports does not buy back our products BUT we do have an active KoolGive Program where we match families in either Canada or the USA and we do the work…here is the procedure for this program:

· When you wish to Give Back your product please contact us at info@koolwaysports.com or call Jennifer at 905-493-3188

· We will review your original order form for colour, measurements, and options and if possible, request a photo of your child or adult wearing the product.

· Jennifer then posts on our KoolGive site and when a family is matched, we will set up the shipping instructions through Fed. Ex. Ground NOTE: We will keep all USA KoolGive donations in the USA due to Canadian Custom issues.

· All KoolGive donations need to be washed and is good conditions.

· Once matched the donor will box and give Jennifer the measurements of the box and you will receive a Fed. Ex. shipping label and Jennifer will arrange for pick up.

· The cost of the shipping will be the receiving family.

Koolway Sports works very closely with all parties in Canada, USA, and Europe. We have filed and received approval for the use of a W-8Ben IRS Form for Foreign Companies when requested instead of the US W-9 form.

We are most willing to work with the family, all agencies, Foundations, and Governing Bodies to make everything seamless and to keep the process simple. Koolway Sports has worked with various State Waiver Programs, Law Firms who represent clients with Structured Settlements and a number of Foundations and Organizations who have individual grant funds for those individuals with disabilities.

When you are asked the question “What can we buy your loved one for Charismas or other special occasions”? Do you offer Gift Cards for purchase?

I wish to make a special Legacy Gift donation to be used for a future purchase of one of your Custom Koolway Sports KoolKoats and Sensory Blankets or other of your custom products. I do not require a Tax receipt, and can this be done.

Yes, by all means and we will work with you to determine the custom products and their costs to set the value of your gift. Once set up, Koolway Sports during the next 6 months will select an individual to receive this very special Legacy donation.