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What are Trionic Customer Service opening hours?
The Customer Service telephone line is open weekdays from 8:00 am to 16:00 pm. For complaints and returns, the service hours are weekdays 9:00 am to 3 pm. We will answer calls outside of the specified times when available.
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Return to the knowledge base
Featured Articles
Read and discover more about our premium quality rollators
Want to deepen your knowledge further? Below you will find everything you need to learn all about our Veloped and Walker rollators
Orders and deliveries
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Delivery
- Are there mobility walker suppliers that provide free trials or returns?
- Can I change the delivery address on DHL shipments?
- Can I pick up my rollator at your warehouse?
- Can I specify the time for DHL delivery?
- Can someone other than me receive the DHL delivery?
- Do you deliver to Russia or Belarus?
- How can I pre-order if a model is out of stock?
- How long will it take for my order to be delivered to the UK?
- My order and parcel is over a week late and does not appear to be moving for over a week?
- What do I do if the shipment is visibly damaged upon delivery?
- Where can I find mobility walkers designed for elderly users with stability needs?
- Why don't you offer free shipping on all products?
- Why is the trionic rechargable lights only shipped with UPS?
- Why this product isn’t available for checkout in your region?
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Orders
- Are there any stockists of Veloped or Walker rollators?
- Can I buy with VAT Relief?
- Can I pick up my product at your warehouse?
- Do I need to be home for the delivery?
- Does the Trionic tyre require an inner tube?
- How do I get a refund?
- How do I order?
- How is my product delivered?
- How to order a Trionic rollator?
- I haven't received my order confirmation?
- What are the shipping costs?
- What are Trionic Customer Service opening hours?
- What duty has to be paid?
- What is the difference between the Veloped 12er and the 14er?
- What is the price of the product?
- What mobility walker options come with warranty and after-sales support?
- Where can I find a store?
- Will the private health insurance and the allowance cover the costs?
Returns and Complaints
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Returns and Complaints
- How do I cancel my order?
- How do returns work?
- How long will it take me to be refunded for my return?
- How to pack a Veloped for return shipment?
- What happens if I'm not satisfied with the Veloped or Walker?
- What is your return policy in the EU?
- What should I do if I have a complaint?
- Will I pay extra shipping costs when returning products from the UK?
Purchase and Payments
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Buy with Klarna
- Can I pay less than the amount owed to Klarna each month?
- How can I increase my chances of being accepted for Pay in 3?
- How does Pay Later with Klarna work in the UK?
- How does Pay Later with Klarna work?
- I have not received my order. What happens to my Klarna statement?
- My Klarna statement is incorrect. What should I do?
- What is Klarna Pay in 3?
- Who is Klarna?
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Payments
- Am I eligible for Pay with Klarna?
- Are Veloped/Rollators paid for or subsidized by my health insurance?
- Can I order and pay after the delivery?
- Can I pay in instalments?
- How do I manage my Klarna account?
- There's something wrong with my order. Do I still need to pay for it?
- What do I need to provide when I make a purchase with Klarna?
- What do you need to make a bank transfer?
- What happens if I'm unable to make payments to Klarna?
- What happens with the repayment agreement if I cancel or return my order?
- What payment options does Trionic accept?
- What should I do if I haven't received an email with my payment or statement information?
- When is my Klarna payment due?
- Why is my card not accepted?
- Will a credit search take place against me?
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Purchase
- Are the Trionic rollators covered by insurance providers in Australia?
- Can I pay by invoice in the UK?
- Do you also work with pharmaceutical stores in Germany?
- How can I order a Trionic product?
- How do you ship to the UK?
- How to use a Promotion Code?
- Is my payment information safe?
- Is there a dealer in the United States?
- Problems making a payment with 3D Secure?
- Problems paying with your card in the checkout?
- The e-mail address for logged in
- What does Brexit mean for Trionic customers in the UK?
- What does the German health insurance pay for a Trionic rollator?
- What if my PayPal payment did not go through?
- What is a free choice system?
- What is Klarna's Buyer Protection Policy?
- What is Trionic physical address?
- What mobility walker models are recommended for daily outdoor use?
- What payment options do you offer?
- What should I do if I can't proceed with the checkout?
- Where can I buy reliable mobility walkers near me?
- Where can I find a dealer or shop of Trionic products?
- Why did my card payment fail?
- Will I be charged any extra costs for ordering and having delivery to the UK?
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VAT Relief
- Do I need to claim the VAT back from HM Revenue & Customs(HMRC)?
- How do I know if I qualify for VAT Relief?
- How do we claim the VAT-free option regarding disability?
- What counts as a long-term illness or disability?
- What is VAT relief?
- Which conditions are considered to be long-term illnesses?
- Who qualifies for VAT relief?
Rehabilitation and support
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Customer support
- Are you in search of a bariatric rollator?
- Do I need a walking aid or a rollator?
- Do rollators prevent falls?
- Do Trionic sell mobility walkers with with warranty and after-sales support?
- What is the best rollator for persons with Ataxia?
- Which rollator is best for beach walking?
- Who invented the rollator?
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Trionic Walking
- Can Trionic Walking help you burn more calories?
- How about reducing body impact and stress with Trionic Walking?
- Is walking with a rollator good exercise?
- What are the Veloped advantages?
- What is the best basic rollator technique?
- What is the history of Veloped?
- What is Trionic Walking?
- Where can I find the 12-week Walking Program?
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Assistive Device Programs
Product Care & Service Instructions
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Brakes
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Veloped
Membership & Rewards
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Benefits
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Membership
- Can my Trionic Rewards benefits ever change?
- Can Trionic Rewards be terminated?
- Does it cost anything to begin earning Trionic Rewards?
- How do I sign up for Trionic Rewards?
- I already have an account. Do I need to create a new one to earn rewards?
- I have an old or multiple email addresses and want to combine my accounts & earnings?
- What am I agreeing to by joining Trionic Rewards?
- What is Trionic Ambassador Agreement?
- What is Trionic Rewards?
- Who is eligible to join Trionic Rewards?
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Referrals
- Can I refer customers from other countries?
- How can I track the status of my referrals?
- How do I refer a friend?
- I referred friends to Trionic before the Trionic Rewards program existed. Do I not get anything for it?
- What if I refer someone who forgets to use my referral code?
- What is an Ambassador?
- Where can I find my referral link?
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Rewards Credits
- Do my Credits and benefits have any cash value?
- Does Trionic Rewards Credit expire?
- I’ve referred several friends but haven’t received Rewards Credit for it. Is there something else I need to do?
- Is there a limit to how much Rewards Credit I can earn?
- What happens to my Trioinc Rewards Credit if I return a product or if an order is cancelled?
Products and Information
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General
- Are larger wheels better on a rollator?
- Are Trionic rollators and mobility walkers suitable for people with arthritis?
- Are you able to install the brake on the Walker before delivering it?
- At what height should I push my rollator?
- Can a rollator be taken to the cabin when I fly?
- Can I leave my Trionic outside in all weathers?
- Can I take my Trionic Veloped on a plane?
- Can the Trionic Walker be used during winter on the snow?
- Can you fit the Trionic rollator into a car?
- Can you push someone in a rollator?
- Compare the Trionic Veloped and a Trionic Walker on bumpy surfaces?
- Do all Trionic Velopeds and Walkers come fully assembled?
- Do you have a curb assistant?
- Do you offer rollators with underarm support armrests?
- Does the Veloped come with tyres included?
- Does Trionic offer a guarantee?
- Does Trionic Veloped provide seating?
- How can I get my rollator serviced?
- How can you transport your veloped/walker on a bike rack?
- How do I detach/attach the Walker seat cover?
- How do I determine the right grip height of my rollator?
- How do I fit a monopod to my Trionic rollator?
- How might my experience with Trionic be improved by registering?
- How much weight can the rollator hold?
- How to change the Veloped Climbing Wheel settings between the terrain- and city-mode?
- How to measure the hand grip size?
- How to pump up Trionic rollator tyres?
- How to put the Walker rollator into the car trunk?
- Is it possible to put skis on the Trionic Walker or Veloped?
- Is the back strap on the rollator Walker removable?
- Is the rollator assembled on delivery?
- Is the rollator foldable?
- Tariffs on Walking Aids in the US
- What are the advantages of an all-terrain rollator?
- What are the benefits of rollators?
- What are the dimensions of the rollator Walker?
- What brand offers mobility walkers with adjustable height?
- What if my air-inflated tyre is having a puncture?
- What is BioKork?
- What is included with the rollator?
- What is proper air pressure for my Veloped/Walker tyres?
- What is the best way to fly with a rollator?
- What is the difference between Trionic Walker and Trionic Veloped?
- What is the height of the seat?
- What is the safest rollator?
- What is the Trionic Design Philosophy?
- What is the Trionic Quality Mission?
- What is the width of the Walker/Veloped rollators?
- Where can I find videos about the products?
- Where do I find my product number and/or serial number?
- Where is Trionic made?
- Which grips should I choose?
- Which tubes should I choose?
- Which Veloped/Walker would you recommend for longer walks on uneven or sandy ground, e.g., on the beach?
- Who provides a guarantee when I order a Trionic rollator online?
- Who will take care of maintenance or repairs on the Walker/Veloped?
- Why do my hands hurt when walking with a rollator?
- Why is one front wheel on the Veloped higher than the other?
- Will I be able to manage and user the Trionic rollators?
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Veloped
- How do I change the grips on my Veloped?
- How does the Cane holder work on the Trionic Veloped?
- How heavy is the Veloped?
- How large is the Trionic Veloped basket?
- How to put the Veloped into the car trunk?
- How to use and attach the integrated rain cover?
- Is a Veloped equally as stable as a 4-wheeled rollator?
- Is the textile kit for the Veloped included in the delivery?
- Is the Veloped Large suitable for me?
- What does the backrest padding do?
- What is a Veloped?
- What is the difference between the Veloped models?
- What is Trionic Climbing Wheel?
- Which Veloped-tyres should I choose?
- Why Do the Veloped Models Have Different Weights?
- Why is the Veloped stated to be a three-wheeler, but it has four wheels?
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Walker
- Big-wheeled rollator — what does it mean and who is it suitable for?
- Can I use the Trionic X-Country Tyres on the Trionic Walker?
- Can Rollators Prevent Falls in the Elderly?
- Can the Rollator Trionic Walker 9er be used for outdoor walks?
- Can You Sit on a Rollator and Be Pushed?
- Can You Use a Rollator on Grass?
- Does Trionic offer an indoor rollator?
- How do I change the grips on my Walker?
- How do I detach/attach the Walker basket?
- How heavy is the Trionic Walker rollator?
- How to Control the Speed of Your Rollator?
- Is it comfortable even with solid tyres on rollators?
- Is the Trionic Walker basket removable?
- What are benefits of using a rollator?
- What makes the Trionic Walker 9er different from a traditional indoor rollator?
- Which backrest should I choose?
- Which tyres should I choose on the Trionic walker?
- Who Should Use a Rollator?
- Why is the Walker 9er ideal as a combi rollator?
- Why must all wheels be on the ground when walking with a rollator?
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Folding Stool
- Can folding stool be used in the sand ?
- Can I use my folding stool as a portable step stool ?
- How do l know which Trionic comfort stool to order?
- How do you mean when the folding stool offers two sitting positions?
- What are the Folding stool Steady bands for?
- What can I do if a leg squeaks when folding out?
- What to do if the lower leg detaches when retracting it?
- Why does the 3-legged folding stool have such high maximum weight capacities?
- Why will not one lower leg of my stool collapse (fold) into the upper leg and what can be done ?
Troubleshooting
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Veloped
- How do I do service & maintenance on my Trionic Veloped?
- How do I replace the grips on a Veloped from 2008-2014?
- How to lower/raise the grip bar on the Veloped?
- Is it possible to rebuild a Veloped from 12" to 14"?
- The Trionic climbing wheel fell off and I can't get it to hold on anymore. What do I do now?
- What if I have trouble making turns and steering my Veloped?
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Walker
- How do I assemble the Syncro Steering Strap?
- How do I attach the red handle to the Trionic Walker?
- How do I center the Trionic brake ?
- How do I change the seat on the Trionic Walker?
- How do I replace the latch on a Trionic Walker?
- How to adjust the Trionic Walker Syncro Steering?
- How to remove and replace the tyre on 9-type Walker?
- How to solve the creaky sound at a Walker?
- The front right Walker wheel has started to wobble and turn sideways?
- Unfortunately, the wheel squeaks a lot when I walk. What can I do?
- What maintenance does a the Trionic rollator require?
- What should I do if there is a ticking noise in the Trionic Walker when I turn?
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Services
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Brakes
- How can I remove the cable/cable head from the brake lever?
- How do I adjust the brake cable tension on my Veloped/Walker?
- How do i adjust the brakes on my Veloped/Walker?
- How do I remove/attach brakehub on a Trionic?
- My brake is worn out, how do I change it?
- The brake lever on one side has no braking impact?