Question 1

Why won't my Sidekick system turn on?

Accepted Answer

Make sure the batteries are fully inserted into place and have sufficient charge; recharge if no LEDs appear. If the batteries show no LEDs even after charging, contact support@dephy.com.

Question 2

Why isn't my Sidekick system boosting?

Accepted Answer

First, verify that your walk training is complete across level ground—this is shown when the LEDs breathe in succession. Once your Sidekick system is trained, the Boost level indicators will display one, two, or three solid LEDs. To adjust your boost level, toggle between the +/- buttons to find a comfortable power level. Keep in mind that walking too slowly, making sharp turns, or pausing can temporarily pause boost; after any stop or non-walking motion, the Sidekick system needs at least two steps to confirm you're walking again before augmentation resumes.

Question 3

My Quick Connect won't connect to my shoe. How do I fix this?

Accepted Answer

When attaching the Quick Connect to the shoe, make sure the Quick Connect is aligned with the shoe's magnetic cleat and clicks audibly when you rock the Sidekick forward. Clean any dirt or debris from the cleat before reattaching. If you continue to have difficulty attaching the Sidekick to the cleat, contact support@dephy.com.

Question 4

My battery feels hot and won't turn on. Is that normal?

Accepted Answer

The battery may have overheated. When this happens, all LEDs pulse white. Allow the battery to cool until the LEDs turn off, then try again.

Question 5

My Sidekick system feels jammed or noisy. How do I fix this?

Accepted Answer

Power the device off, then back on again. Some noise heard while sitting or not actively walking is normal, but if you hear persistent or grinding noises, discontinue use of your Sidekick and reach out to support@dephy.com.

Question 6

My Sidekick system doesn't feel right. How do I fix this?

Accepted Answer

Turn off your Sidekick, then turn it back on and retrain. When retraining, walk in a straight line on a level surface at around 3 mph. If the problem continues, reach out to support@dephy.com.

Question 7

What if I experience discomfort in my feet?

Accepted Answer

Like other footwear, try different tightnesses of the laces, different socks, or added footbeds. If you think you might have the wrong size footwear please contact support@dephy.com.

Question 8

What if I experience discomfort from the shin pad?

Accepted Answer

Reposition the shlever so the top of the shin pad sits about 2 inches below your knee, keeping the Sidekick system close but not touching your leg. Adjust the strap so it's snug but comfortable, and smooth any fabric underneath to prevent irritation. If you continue to experience discomfort, reach out to support@dephy.com.

Question 9

What if I experience discomfort while using the Sidekick?

Accepted Answer

Just like starting a new workout or breaking in new shoes, it's best to ease into using your Sidekick. Some minor muscle soreness is normal at first, similar to beginning a new routine. Because the Sidekick system may encourage you to walk more or faster than usual, be sure to ramp up gradually so your body has time to adjust. If you continue to experience discomfort, reach out to support@dephy.com.

Question 10

What is covered by Dephy's warranty?

Accepted Answer

Dephy warrants that your Sidekick system and included components, including the Sidekick body, shlever, calf straps, shin pads, and batteries, are free from defects in materials and workmanship for one year from the date of your original purchase. Sneakers are not covered under this warranty.

Question 11

What is not covered by Dephy's warranty?

Accepted Answer

The warranty does not cover sneakers, normal wear and tear, cosmetic imperfections, or damage caused by accidents, misuse, or improper handling. It also excludes any issues that result from unauthorized repairs or modifications.

Question 12

How long is Dephy's warranty period?

Accepted Answer

The Sidekick system is covered under a one-year limited warranty from the date of your original purchase.

Question 13

When does my warranty start?

Accepted Answer

Your warranty begins on the date your product is purchased directly from Dephy.

Question 14

I received a Sidekick as a gift—am I covered under warranty?

Accepted Answer

Yes. If you received a Sidekick system as a gift, you are covered under Dephy's Warranty Policy as long as the product was purchased directly from Dephy and you are the original gift recipient.

Question 15

How do I make a warranty claim?

Accepted Answer

To submit a warranty claim, contact support@dephy.com with your order number, proof of purchase, and a brief description (and photos, if possible) of the issue. Our team will guide you through the next steps.

Question 16

What voids the warranty?

Accepted Answer

Your warranty may be voided if the Sidekick system is used outside the guidelines in the User Manual, intentionally modified, or purchased from an unauthorized reseller.

Question 17

What is Dephy's return policy?

Accepted Answer

If you need to return your product, we've got you covered. Returns for a full refund are accepted within 30 days of shipment. If you have tried out the Sidekick and it is not for you just send back your entire system, even if you have used it. We ask that items be sent back in their original packaging. Once your return is received, Dephy will issue a refund to your original payment method. Please refer to our Return Policy for additional information.

Question 18

How do I return my Sidekick?

Accepted Answer

Email support@dephy.com with your order number, purchase date, and product details. We will provide instructions for returning your product safely and efficiently.

Question 19

How does Dephy handle return requests that are past the 30-day return window?

Accepted Answer

If you're outside the 30-day return window, please reach out to support@dephy.com to discuss options.

Question 20

Can I return a Dephy product if it was received as a gift?

Accepted Answer

Yes, as long as the return is made within Dephy's return policy window. The purchase must have been made directly through Dephy, and you'll need to provide proof of purchase or order details.

Question 21

How will I receive my refund?

Accepted Answer

Once your return is received and inspected, Dephy will issue a refund via Shopify Payments to your original payment method. Refunds typically appear within 5-10 business days, depending on your bank or payment provider. Please note that shipping costs are non-refundable.

Question 22

Are any items non-returnable?

Accepted Answer

To be eligible for a refund, your complete Sidekick system must be returned within 30 days of shipment. We ask that all components be sent back in their original packaging. As long as the full system is returned within that timeframe, even if it has been used, it qualifies for a refund.

Question 23

How does Dephy handle repairs?

Accepted Answer

If your Sidekick system has an issue, our team will evaluate it and, at our discretion, repair or replace components to ensure safe, reliable use. Coverage generally applies to defects in materials or workmanship.

Question 24

How do I request a repair?

Accepted Answer

To request a repair, please submit the form at the bottom of this page or email Dephy Customer Experience at support@dephy.com with your device details and a description of the issue to start the process. A member of our Customer Experience Team will follow up with next steps.

Question 25

How long do repairs take?

Accepted Answer

Repairs are typically completed and returned within 2-3 weeks of Dephy receiving your Sidekick system.

Question 26

Will my product be repaired or replaced?

Accepted Answer

Our performance engineers assess each situation on a case-by-case basis to ensure your Sidekick walking experience remains safe and reliable.

Question 27

Who pays for shipping?

Accepted Answer

Under warranty, Dephy covers the shipping costs to repair your Sidekick system.

Question 28

What do I do with Sidekicks or accessories that need to be disposed of?

Accepted Answer

Batteries: LiPo batteries should not be disposed of in regular trash. Follow your local disposal regulations, visit www.call2recycle.org or call 1-877-2-RECYCLE for a drop-off location. Charger: There are electronic components in the charger. Please recycle as you would other electric devices. Sidekick: There are electronic components in the Sidekick. Please recycle as you would other electronic devices.

Question 29

Where can I walk in my Sidekick?

Accepted Answer

Your Sidekick is built to move with you across most terrain, whether you are walking on flat ground, moderate inclines and declines, up and down stairs, or across moderately rough ground. However, avoid wearing it in fine sand or mud. Treat the Sidekick like your new pair of favorite (bionic) shoes — they are meant for everyday movement!

Question 30

What types of movements can I do in my Sidekick? Will I experience augmentation if I walk sideways or backwards?

Accepted Answer

The Sidekick moves seamlessly with you, adapting to your every step. When you're wearing the Sidekick, you'll be able to maintain your full ankle range of motion to match your mobility. For the best experience and peak performance, forward movements are optimal for Sidekick performance and wear. In order to maintain a safe experience, the Sidekick will sense if you are moving sideways or backwards and pause augmentation until you resume a safe, forward motion.

Question 31

I have drop foot. Is this product for me?

Accepted Answer

The Sidekick is not a medical device, and not intended to treat drop foot. If you are living with mild dropfoot and want to try it, our technology is designed to augment plantar flexion, the motion that helps propel you forward by providing a gentle push from the heel. However, the system does not provide assistance with dorsiflexion, the movement needed to pick up a person's foot at the toe, during the walking cycle. Because dorsiflexion support is essential for addressing drop foot, our current design is unlikely to be comfortable for people with significant drop foot.

Question 32

Can I wear my Sidekick in the rain?

Accepted Answer

The Sidekick can be worn in light rain, but for best, long-term performance, avoid wearing your Sidekick in heavy rain or snow.

Question 33

Can I drive in my Sidekick?

Accepted Answer

No, you should not drive while wearing your Sidekicks. You can drive in your compatible Sidekick shoes, then attach your Sidekicks when you're ready to start walking.

Question 34

Will I get lazy if I wear my Sidekick to walk?

Accepted Answer

eBikes have already shown that a small boost can inspire people to move more, not less — and our testing has shown Sidekick users will feel that same positive impact in their daily activity.

Question 35

What is the expected battery life of my Sidekick batteries?

Accepted Answer

Your Sidekick batteries are expected to last 5 miles at full charge on Power Level II.

Question 36

My Sidekick has a few LEDs. What do the different illumination patterns on the Sidekick mean?

Accepted Answer

Your Sidekick has two sets of LEDs, one on the battery and one on the front of the device for boost level.

The boost interface shows three levels of support: low, medium, and high, represented by 1, 2, or 3 LEDs. There's also a Transparent Mode, indicated by a slow blink of the first LED.

On the battery itself, the top LEDs display your charge level. Four solid dots mean you're fully charged, and the lights decrease as the battery drains. When the LED turns red, it's time to recharge. If no LEDs light up, the battery is fully depleted.

Question 37

What does Transparent Mode mean?

Accepted Answer

Transparent Mode can be activated by pressing the power button one more time past Low Boost. In this mode, you won't feel any augmentation, but the Sidekick will continue to remember your unique walking profile. When you're ready for support again, simply return to your preferred boost level and keep moving—no retraining required. Experience the Sidekick without boost, and notice the difference when you power it back on.

Question 38

How do I clean my Sidekick shin pad or calf strap?

Accepted Answer

Wipe down with a damp cloth after use. Let items air dry completely before wearing again. For a more thorough clean of the shin pad and strap, disassemble the soft goods and hand-wash the strap and shin pad in a mild, warm soapy solution and air dry.

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