# stoko-design

> Public Help Center articles for stoko-design.

Use these links as concise, text-first sources for customer-facing support policies and FAQs.

Each linked article is the Markdown representation of the public Help Center article URL with `.md` appended.

## Articles

- [What happens if I use my own shipping label for a return?](https://support.stoko.com/en-US/what-happens-if-i-use-my-own-shipping-label-for-a-return-809152.md): When returning a package, if you use your own label instead of the one provided by our system, we ask you to share the receipt or tracking information with us. Our system tracks the labels we provide, so if another label is used, it's essential to co
- [What size should I buy?](https://support.stoko.com/en-US/what-size-should-i-buy-198350.md): We recommend sticking with the size that you fall into based on our size chart here and sizing up if you are in between two sizes. Our size charts are laid out to ensure that the size you are in will offer you the proper amount of adjustable support.
- [How do I know if I'm wearing the tights correctly?](https://support.stoko.com/en-US/how-do-i-know-if-im-wearing-the-tights-correctly-198367.md): Great question! We know these may feel unlike anything you have worn before, that's why we have created some great resources for you to feel confident in the fit and feel of your Supportive Apparel. Please check out this page here. If you have any fu
- [How can I find comfort when wearing my Supportive Apparel?](https://support.stoko.com/en-US/how-can-i-find-comfort-when-wearing-my-supportive-apparel-198368.md): Supportive Apparel can often be a bit of a pain to get put on at first but once you are through the break-in period (usually the first couple of wears), it will become much more comfortable.
- [How will these fit in my ski or snowboard boots?](https://support.stoko.com/en-US/how-will-these-fit-in-my-ski-or-snowboard-boots-198984.md): For the Stoko Support System to provide medical-grade support, it needs to sit at full length on your body. Given this, we do not have an option that sits fully outside of your boot and we do not recommend bunching up your tights at the bottom. Our p
- [Why do my Supportive Tights fit so tight?](https://support.stoko.com/en-US/why-do-my-supportive-tights-fit-so-tight-198992.md): The Supportive Tight is meant to fit snug but they shouldn't feel uncomfortable.Before you decide to exchange for a new size, it is important to note that there is a short break-in period to get through before they become fully comfortable and suppor
- [How do I adjust the support of my Supportive Apparel?](https://support.stoko.com/en-US/how-do-i-adjust-the-support-of-my-supportive-apparel-198994.md): Finding the right tension for you will take a bit of time at the beginning. Once you get the product on, follow these steps to properly adjust your tights:Push the dials in towards the hips at the back to ‘engage’ the system. Turn each dial towards t
- [What should I expect when I first wear my Supportive Apparel?](https://support.stoko.com/en-US/what-should-i-expect-when-i-first-wear-my-supportive-apparel-199011.md): Before you step into your new Supportive Apparel, throw away everything you think you know about how a pair of athletic tights or shorts should look, feel and function. Next, it is important to know that they will be difficult to put on at first. The
- [Is there a difference between men's and women's sizing?](https://support.stoko.com/en-US/is-there-a-difference-between-mens-and-womens-sizing-418851.md): We designed gender-specific size charts to best fit our customers. The same size and weight combination on a man's garment fits very differently than on a woman's. Because of this, we cannot assess the proper support or fit you would get by switching
- [Why can't I find my size on the size chart?](https://support.stoko.com/en-US/why-cant-i-find-my-size-on-the-size-chart-198364.md): We're really sorry if your height and weight combination do not feature our size chart. With the complexity of how the bracing system functions within our Supportive Apparel, we have limited technical capacity in what we can produce at this time. Whi
- [Are there other sizing metrics I can use to determine my size?](https://support.stoko.com/en-US/are-there-other-sizing-metrics-i-can-use-to-determine-my-size-418855.md): Many people ask if they can use their waist measurement to determine their size. Unfortunately we cannot correlate a standard waist size (e.g. 32" waist) to Supportive Apparel sizing because there are other factors such as leg length and custom tensi
- [How does Stoko's bracing technology work?](https://support.stoko.com/en-US/how-does-stokos-bracing-technology-work-198384.md): Our Support System is made up of cables that are integrated into the tights to mimic the natural support structures of your muscles and ligaments. The result is joint support throughout your entire range of motion. We use advanced technical knitting
- [How are the Stoko products different from traditional/medical-grade knee braces on the market?](https://support.stoko.com/en-US/how-are-the-stoko-products-different-from-traditionalmedical-grade-knee-braces-on-the-market-198345.md): Similar to other traditional/medical grade knee braces, the Supportive Tight provides support and stability to the body in compromised knee positions; however, the Supportive Tight achieves these outcomes through different means. The Supportive Tight
- [Is there any difference in the level of support between each of your products?](https://support.stoko.com/en-US/is-there-any-difference-in-the-level-of-support-between-each-of-your-products-794194.md): No there is not. All Stoko products provide the same medical-grade bracing support, leveraging our Stoko Support System Technology. The differences in our products are mainly in design features for activities or personal preference. We have a Product
- [Will Supportive Tights support my injury?](https://support.stoko.com/en-US/will-supportive-tights-support-my-injury-198314.md): The Supportive Tight is intended for stabilization, support of the knee. We know finding the right product for your unique needs can be difficult! We always recommend talking with your medical professional as they would know you and your condition be
- [Do Supportive Tights support Osteoarthritis?](https://support.stoko.com/en-US/do-supportive-tights-support-osteoarthritis-198388.md): The Supportive Tight does not offer the same type of stability as an offloading or unloader brace designed for unicompartmental osteoarthritis. However, the Supportive Tight can help those with osteoarthritis by providing general stability to the kne
- [Do the Supportive Tights provide hip and lower back support?](https://support.stoko.com/en-US/do-the-supportive-tights-provide-hip-and-lower-back-support-418854.md): Through customer feedback, we found that the Supportive Tights provide some hip and lower back support. You can read the report here. We would recommend talking with your medical professional to see which products would be best for you and your speci
- [What are the differences between the Supportive Tight models?](https://support.stoko.com/en-US/what-are-the-differences-between-the-supportive-tight-models-198900.md): All Stoko products provide the same medical-grade bracing support, leveraging our Embrace System™ technology. Here is how each K1 model compares from one another.
- [How do I wash my Supportive Apparel?](https://support.stoko.com/en-US/how-do-i-wash-my-supportive-apparel-401725.md): All of our products are machine washable, making them convenient to clean following all your sweaty pursuits! Simple instructions are to wash them in the washbag provided, on gentle in cold water, and hang them to dry. Do not iron, dry clean, wring o
- [Can Supportive Apparel products be worn in the water?](https://support.stoko.com/en-US/can-supportive-apparel-products-be-worn-in-the-water-202931.md): Our products were not intended for watersports. The fabric is not built to withstand salt water or the rubbing of a wetsuit. As such, we cannot recommend its use for watersports and our warranty policy will not cover damage as a result from use in wa
- [What if the product I want is out of stock?](https://support.stoko.com/en-US/what-if-the-product-i-want-is-out-of-stock-418846.md): We are stoked to get you set up in Supportive Apparel!. Please note the following for out-of-stock products:. To keep up to date on restocks, you can sign up for our newsletter!
- [Is there any discomfort with the adjustment knobs (Control Dials) when sitting for extended periods?](https://support.stoko.com/en-US/is-there-any-discomfort-with-the-adjustment-knobs-(control-dials)-when-sitting-for-extended-periods-466929.md): Feedback regarding prolonged discomfort caused by the control dials on Stoko Supportive Apparel is not common. We encourage you to take advantage of our 30-day trial to determine personal comfort levels during specific activities and discuss your uni
- [How are the Stoko products different from traditional/medical-grade knee braces on the market?](https://support.stoko.com/en-US/how-are-the-stoko-products-different-from-traditionalmedical-grade-knee-braces-on-the-market-794195.md): Similar to other traditional/medical grade knee braces, the Supportive Tight provides support and stability to the body in compromised knee positions; however, the Supportive Tight achieves these outcomes through different means. The Supportive Tight
- [How does Stoko's bracing technology work?](https://support.stoko.com/en-US/how-does-stokos-bracing-technology-work-794196.md): Our Support System is made up of high-strength Dyneema cables that are integrated into the tights to mimic the natural support structures of your muscles and ligaments. The result is joint support throughout your entire range of motion. We use advanc
- [What is Stoko's Return Policy?](https://support.stoko.com/en-US/what-is-stokos-return-policy-197973.md): Stoko accepts returns & exchanges within 30 days of the purchase date. We encourage you to put your product to the test before deciding to return. Move in them, get sweaty, and give them all you got.
- [What is Stoko's Exchange Policy?](https://support.stoko.com/en-US/what-is-stokos-exchange-policy-198010.md): We get it! Purchasing online has its challenges—which is why we are happy to provide free exchanges to ensure you get the right Stoko product!
- [How do I process a return or exchange?](https://support.stoko.com/en-US/how-do-i-process-a-return-or-exchange-198008.md): It is important to know that there is a short break-in period with your Supportive Apparel. This means it will take a bit of time before your tights begin to regulate and feel comfortable on your body. They can be a total pain at first and challengin
- [How are refunds credited?](https://support.stoko.com/en-US/how-are-refunds-credited-198038.md): Refunds are issued in the form of original payment. If the product is returned based on our return policy, your refund for the product and any applicable taxes will be refunded back to the original form of payment. Please note that shipping costs are
- [Who pays for return shipping?](https://support.stoko.com/en-US/who-pays-for-return-shipping-198063.md): Stoko will cover shipping expenses on all returns and exchanges in accordance with our return and exchange policies.
- [Can I return or exchange Supportive Tights that have been worn?](https://support.stoko.com/en-US/can-i-return-or-exchange-supportive-tights-that-have-been-worn-198065.md): Absolutely. In fact, we encourage you to put your product to the test before deciding to return it! You need to move and be active in your Supportive Apparel in order to feel its full support. Move in them, get sweaty, and give them all you got–if yo
- [What happens if the credit card I purchased with has been cancelled?](https://support.stoko.com/en-US/what-happens-if-the-credit-card-i-purchased-with-has-been-cancelled-405029.md): We are unable to refund payment to a different credit card than the original order was purchased with. What we have commonly seen in the past is that your bank provider will reroute the credit to either:. Once you receive the notification that the re
- [What if I don't have my order number?](https://support.stoko.com/en-US/what-if-i-dont-have-my-order-number-809149.md): Your order number can be found in your confirmation email and your shipment tracking email on the top right. If you are unable to find your order number, please reach out to our Support Team! They will be happy to help you.
- [How long does shipping take?](https://support.stoko.com/en-US/how-long-does-shipping-take-198078.md): Stoko offers shipping within North America only. Shipping durations by each available method are as follows:. Please note that the durations above are exclusive of a 1-2 business day processing time that our shipping team requires to pack your order
- [What shipping carriers does Stoko use?](https://support.stoko.com/en-US/what-shipping-carriers-does-stoko-use-5319972.md): At Stoko, we want to get your gear to you as quickly and reliably as possible. Depending on the shipping speed you select at checkout, we partner with different carriers to ensure your package arrives safely. We offer three primary shipping options
- [How long does your express shipping take?](https://support.stoko.com/en-US/how-long-does-your-express-shipping-take-198117.md): We offer two fast shipping options, the shipping rates are calculated at checkout. Expedited Shipping = 3 business days. Express Shipping = 1-2 business days. Please allow an additional 1-2 business days for processing time. We do not offer Expedited
- [Do you ship to PO Boxes?](https://support.stoko.com/en-US/do-you-ship-to-po-boxes-719730.md): We offer Standard Shipping only for PO Box addresses. The shipping timeline for a PO Box is 4-7 business days with our additional standard 1-2 business day processing time.
- [How do I change or cancel my order?](https://support.stoko.com/en-US/how-do-i-change-or-cancel-my-order-198125.md): You will have 20 minutes from the time you place your order to change or cancel. You can do so within the confirmation window or by selecting "view or edit order" within your confirmation email. After 20 minutes, we cannot guarantee changes or cancel
- [Which countries do you ship to?](https://support.stoko.com/en-US/which-countries-do-you-ship-to-198120.md): As of this moment in time we only ship to addresses in Canada and the US. While we hope to ship internationally in the future, at this time we do not have the appropriate medical device documentation and registration to sell our products elsewhere.
- [How do I track my order?](https://support.stoko.com/en-US/how-do-i-track-my-order-198121.md): Following your purchase, you will receive an email confirmation. Once your order is processed and shipped, you will receive an additional email with tracking information. You can view your order history with tracking information any time by creating
- [Where can I find my pre-order ship by date?](https://support.stoko.com/en-US/where-can-i-find-my-pre-order-ship-by-date-427525.md): The estimated date that your pre-order will ship by can be found in your order confirmation email. It will ship within 7-9 business days of the date indicated in the order confirmation email. You will receive another email with tracking information o
- [What do I do if tracking shows my order as delivered but I still haven't received it?](https://support.stoko.com/en-US/what-do-i-do-if-tracking-shows-my-order-as-delivered-but-i-still-havent-received-it-198271.md): There are times that the tracking indicates the order has been delivered but it doesn't get dropped off until the next day or so. If this happens and you still haven't received your order after 3 business days, please reach out to us via our contact
- [What happens if my shipment is lost?](https://support.stoko.com/en-US/what-happens-if-my-shipment-is-lost-418844.md): If you believe your shipment has been lost in transit, please email us at hello@stoko.com and we will open an investigation with the carrier to track your shipment down. If the carrier investigation confirms your shipment is lost, we will create a re
- [Why is my tracking not moving or updating?](https://support.stoko.com/en-US/untitled-6350275.md): It can be incredibly frustrating to check your tracking link only to see that your package appears to be "stuck" or hasn't moved in a few days. In most cases, your package is still safely on its way to you! Here is a quick look at why this happens an
- [How do I start my warranty claim?](https://support.stoko.com/en-US/how-do-i-start-my-warranty-claim-198074.md): Please head to this page here to start your Warranty Claim. You will receive an email via hello@stoko.com if your claim is approved or not. These responses can sometimes be sent to spam or junk mail, please ensure you check these inboxes before reach
- [How long does a warranty order take?](https://support.stoko.com/en-US/how-long-does-a-warranty-order-take-198076.md): Warranty timing may vary, please expect a 10 business day turnaround. For more information, you can check this page out here.
- [What is covered under the Stoko 1-Year Limited Warranty?](https://support.stoko.com/en-US/what-is-covered-under-the-stoko-1-year-limited-warranty-483784.md): Stoko’s Warranty Policy covers manufacturing defects and the Stoko Support System for up to 1 year after the purchase date. This includes:. Stoko's Warranty Policy does not cover:. To request a Warranty claim, please head to this page here. If your c
- [What is not covered under Stoko's 1-Year Limited Warranty?](https://support.stoko.com/en-US/what-is-not-covered-under-stokos-1-year-limited-warranty-483727.md): Stoko's limited warranty does not cover the following:. You can learn more and start your claim here.
- [Are Stoko products covered by insurance?](https://support.stoko.com/en-US/are-stoko-products-covered-by-insurance-198391.md): All Stoko products are registered as Class 1 Medical Devices through Health Canada and the FDA. Our products come highly recommended by physiotherapists and orthopedic surgeons looking for a more compliant knee brace that supports active rehabilitati
- [How do I start an insurance claim for Supportive Apparel?](https://support.stoko.com/en-US/how-do-i-start-an-insurance-claim-for-supportive-apparel-198392.md): Most insurance providers will require a prescription for our product. So to start your claim, first you will need to obtain a prescription for a Stoko product from your medical professional. The referral should include the following:. Next, be sure t
- [Are Stoko products registered as a medical device?](https://support.stoko.com/en-US/are-stoko-products-registered-as-a-medical-device-198380.md): Yes, our Supportive Apparel is registered by the FDA and Health Canada as a Class 1 medical device.
- [What is the compression of Stoko products?](https://support.stoko.com/en-US/what-is-the-compression-of-stoko-products-198394.md): Our products have moderate graduated compression throughout. The highest level of compression is at the cuff and decreases as it goes up the product to support blood flow benefits. Graduated compression increases blood flow and aids post-exercise rec
- [Do Supportive Apparel products have any rigid materials?](https://support.stoko.com/en-US/do-supportive-apparel-products-have-any-rigid-materials-198393.md): No, our products do not include rigid materials.
- [Can I pay for my order using a Visa Gift Card?](https://support.stoko.com/en-US/can-i-pay-for-my-order-using-a-visa-gift-card-482067.md): Our website will allow payments via Visa Gift Card. Please note that if you choose to return your order for a refund, the refund can only go back to the original form of payment. Due to this, we recommend keeping your Visa Gift Card until you know if
- [Can I buy Stoko in retail stores?](https://support.stoko.com/en-US/can-i-buy-stoko-in-retail-stores-418849.md): Although we have plans to launch our own retail stores in the future, our full range of products is currently only available online at stoko.com. We understand that shopping online can sometimes be tricky, especially considering that Supportive Appar
- [Do you offer phone support?](https://support.stoko.com/en-US/do-you-have-a-phone-number-to-contact-your-support-team-418856.md): Stoko no longer offers inbound phone support. We offer a limited outbound callback service for product, order, and warranty questions — here's how to request one.
- [Can I combine discount codes or promotional offers?](https://support.stoko.com/en-US/can-i-combine-discount-codes-or-promotional-offers-482075.md): Promotional codes cannot be combined. This includes, but is not limited to:. - Give $80, Get $80 Referrals- Affiliate or Marketing Discounts- Seasonal or Public Promotional Offers- VIP Promotional Offers. Shipping discount promotions can be combined
- [Do you offer payment plans?](https://support.stoko.com/en-US/do-you-offer-payment-plans-482089.md): We have partnered with Shop Pay Installments, a third-party platform, to offer our customers interest-free payment plans (some regional restrictions apply). You will be notified at checkout of the amount due upfront and future payment dates. Please n