FAQ Topics

Answers to Your Progressive GaitWays Questions

Your questions deserve an answer, so let’s start with the common questions we get, and go from there. We cover questions like “Can I cancel my order?” and “Which shipping carrier do you use?” If we don’t address something that’s on your mind, do email us.


What size should I buy?

A few of our products require knowing what size you need, so on those product pages we have provided a handy sizing guide. To access the guide, click on the black and white tape measure icon located on the right-hand side of the page. For any additional questions, contact us.

Can I cancel my order?

Orders for physical goods can be canceled (and refunded) prior to shipment. You can also refuse a shipment, and we will make the necessary credits and corrections when the order is returned to us. For product order cancellation guidance, contact orders@gaitways.com for further instructions.

If you register for an online course, you may cancel if you have not accessed any of the course content. Contact ccl@gaitways.com for further instructions.

I’d like to speak to someone before I place my order. What’s the fastest way to reach someone at Progressive GaitWays?

Contact us with your order questions via email, and we’ll respond within one business day of receiving your message. If you send an inquiry on a Friday or the weekend, it may be Monday before we respond to your inquiry. 


Which shipping providers do you use?

We use USPS Priority Mail as our primary shipping provider to keep your shipping costs down. You may also select FedEx service at checkout. Priority shipping on U.S. orders may take up to four days to receive once you’ve gotten email confirmation that your order has shipped.

Will you ship to a post office box?


Do you ship internationally?

We ship international orders via USPS Priority Mail to keep your shipping costs down. Orders are shipped using the most cost-effective packaging available for your order. Customs or VAT charges in addition to those shown may be required.

How much does shipping cost?

Shipping rates are provided by the selected shipping carrier and are based on the size and weight of the products in your order.

When will I know when my order has shipped?

Once your order is placed, you will receive a confirmation email letting you know that our fulfillment team has received your order. Once your order is fulfilled, you will receive an email notification with your tracking information.

My package was lost, stolen, or damaged! What can I do to fix this?

We are so sorry to hear this! Please contact us and we will walk you through the next steps, depending on your circumstances. 

Returns and Exchanges

How do I return an item?

Not what you need? Wrong size perhaps?

We can accept your return, but you MUST have an approved return authorization (RA) number from us.

You can return an unused physical product for a full refund – less shipping charges – within 30 days of purchase. Contact us for instructions and a RA number. Return shipping charges for either a product return or a product exchange are the customer’s responsibility.

I need to exchange an item. Can I?

Wrong size perhaps? You can exchange an unused physical product for another (typically for another size) within 30 days of purchase. Contact us for instructions and an RA number.

Note: Shipping fees are non-refundable in the case of a return, and return shipping charges for either a product return or a product exchange are the customer’s responsibility.

How long does it take to receive my refund?

Warranty replacements, exchanges, and refunds will normally be processed within 5 business days of Progressive GaitWays’ receipt of the returned product. Refunds will be credited back to the original form of payment.

I purchased an online course registration, but no longer need it. Can I get a refund?

Registration payments for online training products, whether offered live or in pre-recorded form, are generally not refundable.


‣‣ If the training product delivery system is down, or otherwise fails to transmit the purchased product. (Attendee bandwidth, connectivity, or device performance issues are not grounds for a refund, but Progressive GaitWays may choose to offer alternative forms of access or a replacement credit for other courses.)

‣‣ If the attendee pays for, but does not access any part of the training product or online asset.

I signed up for your in-person course, but I can no longer attend. What should I do? Can I get a refund?

For in-person instructional courses offered by Progressive GaitWays (such as the Pediatric Foot and Ankle Deformity Management with Serial Casting offered in Telluride, Colorado):

‣‣ If, after enrolling, you can’t attend, you may send another qualified professional clinician who will commit to attending in your stead. However, Progressive GaitWays will not be responsible for any financial arrangements, refunds, or exchanges between you and your replacement.

‣‣ If you cancel on or prior to 30 days out, and cannot find a suitable replacement, we will retain $500 of your paid tuition and terminate your account. You keep all pre-course materials.

‣‣ If you cancel within 30 days of the course, we will retain $1,000 of your paid tuition and terminate your account. You keep all pre-course materials.


Do your products come with a warranty?

Progressive GaitWays’ physical products are warranted against defects in materials and workmanship under normal use for a period of 90 days from the date of the original retail purchase (“Warranty Period”). For more details, please read our Warranty Policy.

Other Important Questions

What is Progressive GaitWays?

Progressive GaitWays is committed to the improvement of clinical skills in the management of lower extremity deformities and movement disorders related to neuromotor dysfunction and pathomechanics. 

Our founder is Billi Cusick, PT, MS, NDT, COF/BOC — an internationally-recognized instructor and author. 

In pursuit of our goal, we do two things:

01. Provide content-rich postgraduate education to healthcare practitioners involved in the management of lower extremity deformity and individuals with neuromotor dysfunction. Our educational offerings take the form of on-deamnd courses, in-person courses and labs, private professional consultations, lectures, workshops, training videos, and publications

Progressive GaitWays sponsors courses and hands-on labs (typically in the Telluride region); we also help other organizations coordinate and sponsor a variety of instructional programs led by Billi

02. Find or develop useful tools and products, and make them available at reasonable prices.

What is your inclusion policy?

Progressive GaitWays and the Cusick Center for Learning do not and shall not discriminate on the basis of race, color, religion (creed), gender, gender expression, age, national origin (ancestry), disability, marital status, sexual orientation, or military status, in any of its activities or operations. These activities include but are not limited to, the provision of training services, products, or consultations. We are committed to providing an inclusive and welcoming environment for all attendees, colleagues, clients, and vendors.

How do you choose your products?

All of our products are personally tested by co-founder Billi Cusick in clinical applications and found to be useful, effective, and durable.