FAQ Catalog The BetterGuard – November 22

Betterguards Protection System

product questions

How does The BetterGuard work?

The core of the innovative bandage is the BG POWER - an intelligent mini piston. It works like a seat belt in a car - but for your ankle. During normal movements, The BetterGuard offers your ankle full freedom of movement. The technology is only activated and stabilizes your ankle during critical movements where there is a risk of injury.

What technology is built into The BetterGuard?

The adaptive Betterguards technology is a multi-patented adaptive mini piston, developed and produced in Germany.

What does the bandage protect against?

The bandage is used for adaptive ankle stabilization and targeted movement limitation of the ankle during very rapid inversion and/or supination movements.

When do I use The BetterGuard?

The bandage is particularly suitable for people who are at increased risk of ankle injuries during sports activities, in everyday life or at work. The bandage can also be used in rehabilitation after an ankle injury. In the case of specific indications, it makes sense to consult a doctor.

Are there different versions of the bandage for different sports?

The BetterGuard is suitable for use in various sports. They come in five different sizes, for both the right and left side.

Can the bandage be prescribed by a doctor?

The bandage is currently not listed in the list of medical aids and is therefore only available over the counter.

Does the protection of the ankle have a negative effect on the knee joint

Scientific publications show no negative influence on the knee joint in the sagittal plane. Further data collection, which has not yet been published, confirms this for the knee and hip joint.

What material is The BetterGuard made of?

The BetterGuard is made of different polyester and TPU materials. In addition, small metal parts are installed. The bandage consists of 62% polyamide and 38% elastane.

How do I choose the right size?

To find the right size for you, please refer to our size chart .

I am between two sizes. Which size should I choose?

If you are between two sizes according to the size chart, we recommend that you order both sizes.
If you have a slim foot, you tend towards the smaller size. If you have a bulky foot with a high instep, we recommend the larger size.

How do I put on The BetterGuard?

Please refer to the enclosed donning instructions to put on the bandage correctly.

What shoes does The BetterGuard fit into?

The BetterGuard can be used in low-cut shoes.

Can my shoe be damaged by the bandage?

The BetterGuard is not expected to damage the shoes, but cannot be ruled out due to abrasion.

Can I wear The BetterGuard instead of a sock?

No, please always wear the bandage with socks. This should be at least as high as the bandage.

Do I wear The BetterGuard under or over the sock?

Please always wear The BetterGuard over your socks.

Can I wear the bandage on both the left and right?

A left and a right variant are available. Please make sure that you are wearing the appropriate bandage on the correct side.

How long does The BetterGuard last?

The bandage is intended for repeated use. If the product is used as intended, the mini piston has a minimum service life of two million cycles, which corresponds to 4 million steps. The duration of use of the bandage depends on the extent of use.

Which allergies do I have to watch out for?

The product is not in direct contact with your skin. Therefore, allergies should not be a factor in using the bandage.

My product is damaged. What can I do?

Please contact our customer support at support@betterguards.com with your concerns

When should I not use The BetterGuard?

The product MUST NOT be used in the presence of any of the following:
› Anatomical conditions that prevent correct application of the bandage
› Lymphatic drainage disorders
› Arterial circulatory disorders
› Post-thrombotic states
› Skin diseases or skin irritations
› Acute injuries or open wounds in the ankle and/or foot area
› Severe sensory disturbances in the lower extremities
› Polyneuropathy (e.g. diabetes mellitus)
› Post-traumatic or postoperative acute care (e.g. swelling, hematoma, fresh scars)

At what outside temperatures can I wear The BetterGuard without problems?

For use, we recommend not exceeding a maximum outside temperature of 40° C and not falling below an outside temperature of -10° C. When storing, please make sure that the bandage is dry, frost-proof and protected from direct sunlight.

Where is The BetterGuard made?

The BetterGuard is designed in Germany and manufactured within the EU. The built-in mini piston is produced at our location in Germany.

Can I wash The BetterGuard?

You can wash The BetterGuard by hand at max. 30°C. Please close the Velcro fasteners first to protect the product.

The bandage feels very tight when you put it on, did I choose the wrong size?

The BetterGuard molds to your foot like a second skin. As a result, getting in can be a little tight at the beginning, but that soon clears up. If you have any questions, please contact our Customer Support.

Order & Pay

When is the payment due?

That depends on the chosen payment method.

CREDIT CARD

PAYPAL

When you complete the order, we authorize the amount and after the order leaves the warehouse, we collect the money.

When you complete the order, we authorize the amount and after the order leaves the warehouse, we collect the money.



Where can I find my order number?

A few minutes after receiving your order, we will send you a confirmation email with your order number. If you don't find the email in your inbox, please check your spam folder. If you use Gmail, please check your advertising folder. Please note that it may take some time for us to receive your order and send the confirmation email.
If there is a typographical error in the e-mail address provided, we are unfortunately unable to send a confirmation e-mail. But don't worry, your order will still be processed normally.

Where can I find out about my order status?

To find out about the status of your order, please contact customer support

Tel. No.: +49(30) 4220669-100
or
Email: support@betterguards.com

What payment options are there?

The following payment options are available to you for payment:

  • American Express
  • Google Pay


Can my order and delivery address differ?

Yes, the order and delivery address can differ.

Why was my online order cancelled?

In such a case, please contact our support team.

Tel. No.: +49(30) 4220669-100
or
Email: support@betterguards.com

Do I get an invoice?

Yes, with order processing in our house you will receive an invoice by e-mail.

What emails will I receive about my order?

1. Subsequent to your order via the order receipt
2. Your invoice with the order processing
3. [from the logistics provider that your package is on the way incl. tracking number]

How do I know if my order is being processed?

You will receive an email from us after the order process.

Is it possible to get an invoice showing VAT?

Yes, VAT is shown on the invoice.

delivery

How long does the delivery take?

Usually 2-4 days.

How much is the shipping?

Shipping is free for you within Germany.

What delivery options are there?

Delivery is via DHL.

How do I check my delivery status?

As soon as the package has been shipped, the delivery status can be viewed via the tracking number of the shipping service provider.

How long does it take after receiving my shipping confirmation before I can track my order?

Usually after the parcel has been accepted by the logistics service provider.

Why is my order delayed?

We always try to deliver your order within 1-2 working days. However, unexpected factors can sometimes cause delays.

Your order may be delayed for the following reasons:
› Your order was shipped during our promotional period.
› You have ordered more than one item. In exceptional cases, your order may arrive in different packages and at different times.
› Your order was placed on a federal or regional holiday. All products are shipped from our warehouse in Germany.
› There were other causes beyond our control.

You are welcome to contact our support team.

Why can't my order be shipped?

There are various reasons why we cannot ship your order.

Some possible cases are:
› The item(s) you ordered are currently not in stock.
› You live in a particularly remote area that we cannot deliver to.
› You have entered a PO box as the delivery address. Unfortunately, it is not always possible for us to deliver to PO Boxes.
› There was a payment problem with the order.

You are welcome to contact our support team.

What should I do if I haven't received my package?

If your package does not arrive within the standard delivery time, you can contact our support team.

Warranty & Returns

What is the warranty on my item(s)?

If a product from our online shop has a defect and you want to return it, please use the official return process. Our quality management will then take care of the problem.

If, when inspecting the product, we determine production-related damage or a deviation from the usual standard, you will receive a new item as a replacement or the purchase price will of course be refunded.

We cannot be held responsible for damage caused by reasons other than those stated, such as damage resulting from negligence, misuse or wear and tear.

Please note that the lifetime of a product depends on individual use, wearing habits and wearing conditions. Products that break down through normal wear and tear or have exceeded their usual lifespan cannot be replaced.

Which return conditions do I have to consider?

Returned items must be in the following condition:
› The item(s) must not show any signs of use that go beyond normal inspection.
› The item(s) must be returned in its original packaging (and suitable for shipping).
› We can only take back the item(s) with the original label.

How do I return the product correctly?

In the returns portal you have the option of returning your product(s) to us. To do this, you need your order number and the e-mail address that was specified when you placed the order. In the next step you can edit the corresponding product from your order.

Please select the reason you want to return the product and specify the refund method. You can use the comment field to send us further information.

Once all the necessary data has been stored, you can download or print out the return label and the return request.

Only ship the product in suitable shipping packaging. Place the return request document in the packaging and stick the printed return label on the outside of the packaging so that it is clearly visible.

You can drop off the package in any DHL store free of charge. After we have received the package and processed the process, you will receive information from our support team.

Important: We can only process returns with an enclosed return request document. For a smooth processing process, we recommend a detailed explanation in the comments field.

How long does it take to process my return?

After you have given the package to the parcel service for return shipment, it usually takes 2-7 working days until it arrives at our warehouse.

After arrival at our warehouse, processing usually takes place within 24 hours. During busy periods, processing can take longer than 24 hours.

When will I get my refund?

We will refund costs using the payment method you used when ordering within fourteen (14) days after receipt of the returned goods.

What should I do if I received the wrong product?

If you have received a product in the wrong size, you can send it back and place a new order in our online shop (see return conditions).

What do I have to do if I want to exchange a product?

If you have received a product in the wrong size, you can send it back and place a new order in our online shop (see return conditions).