Order & Customer Support
    Q.What are your hours for contacting a HawkGrips representative regarding my order or for assistance?
    A

    Our team is available from 9:00 AM to 5:00 PM EST. You can connect with us via live chat, email, or by calling us at (484) 351-8050. For inquiries outside these hours, kindly fill out our contact form, and we'll respond as quickly as possible.

    Q.I'm interested in purchasing your tools, but I'm unsure which are the right ones for my clinical use. Can I speak to someone for guidance?
    A

    Absolutely, we have a Doctor of Physical Therapy on staff who can assist you in selecting the ideal tools for your clinical needs. Additionally, our website offers comprehensive content designed to guide you through our product range.

    Q.When will my order be shipped?
    A

    We strive to process orders as quickly as possible. However, if you have a specific deadline or need your order by a certain date, we recommend contacting us directly to ensure timely delivery.

    Q.How can I find out when my order has shipped?
    A

    As soon as your order is packaged and prepared for pickup, we'll shoot you a confirmation email with tracking details. To stay in the loop, log in to your HawkGrips account and navigate to the 'My Orders' section for all the latest updates on your order. As always, you can reach out to us for any questions or concerns.

    Q.What are the shipping options available?
    A

    We offer several shipping options to suit your needs: Ground, 3 Day Select, 2 Day Air and Next Day Air. Each of these options may have different variations to accommodate your specific shipping preferences.

    Q.Do you offer international shipping?
    A

    Yes, we do! We ship to any location served by DHL, ensuring your access to our products worldwide.

    Q.How long does it take for my order to arrive?
    A

    Your order's estimated time of arrival depends on your chosen shipping method and the delivery location. While most domestic orders arrive within a week of the purchase date, please be aware that various factors can influence the delivery timeline. We ship from Pennsylvania, USA.

    Q. Do you offer discounts on your products?
    A

    Yes, we offer exclusive discounts through our newsletter. You can sign up here.

    Product Information
    Q.Where can I purchase HawkGrips products?
    A

    You have multiple options for acquiring our products. They are available directly through our website, and we also partner with select distributors for our full product range. Additionally, our topicals can be conveniently found on Amazon. For a list of authorized distributors, please visit our distributor page.

    Q.Where are your IASTM tools manufactured?
    A

    Our IASTM tools are proudly made in the USA, in our home state of Pennsylvania. They are crafted from surgical grade stainless steel. Each tool is hand-polished and hand-finished to ensure the highest quality. For an in-depth look at our manufacturing process, visit our IASTM page.

    Q.Are your topical products made in the USA?
    A

    Yes. They’re crafted right here in Pennsylvania, most within a 15-mile radius of our office.

    Q.Do your Instruments have cleaning instructions/guidelines?
    A

    Cleaning our instruments is a breeze! Crafted from surgical-grade stainless steel, they can be safely disinfected using a variety of major disinfectants, such as Cavicide, alcohol-based, or non-alcohol-based wipes, ensuring both hygiene and instrument integrity.

    For HawkGrips Cups, professional sterilization involves immersing them in a 10:1 water-to-bleach solution for two hours. For personal use, clean with a neutral, unscented soap and water. If using cups with oil, wipe thoroughly before cleaning. If you desire extra cleanliness, consider boiling them for 2-3 minutes.

    Education
    Q.Who is eligible to take HawkGrips courses?
    A

    Our courses are available for the following professionals: PT, PTA, DC, LMT, OT, OTA, ATC.

    If you have additional questions regarding eligibility for a course, please reach out to education@hawkgrips.com.

    Q.Are students allowed to take HawkGrips courses?
    A

    Our courses are typically reserved for licensed professionals. However, students interested in taking a course can reach out to education@hawkgrips.com to determine if they are eligible to participate in a course by exception. 

    Any student that participates in a HawkGrips course should understand that performing any of the learned techniques should be done once licensed OR under the supervision of a licensed professional in accordance with their state and professional regulations. 

    HawkGrips also offers a University Program for students.  Please have a faculty member reach out for more information on this.

    Q.Do you offer CEUs for HawkGrips courses?
    A

    Yes. HawkGrips offers CEUs for all of our courses. To see detailed CEU information, please visit our CEU page. For any questions not covered on the CEU page, please contact education@hawkgrips.com.

    Q.Do I need IASTM tools or BFR Cuffs to participate in a HawkGrips course?
    A

    For In-Person courses, HawkGrips provides all training tools, BFR equipment, and any necessary equipment needed.  Participants are welcome to bring their own equipment if desired. 

    For Virtual courses, we strongly recommend having an IASTM tool or BFR equipment available to practice with. For IASTM courses, we also recommend having a partner to practice on if possible. Instructors will reference HawkGrips tools and BStrong BFR equipment, but participants can use any equipment they choose.  

    *If you do not own any IASTM tools, but would like to try them out after your course, please look into our trial program (30-day risk-free trial). Your host and instructor will have that information.

    Q. I registered for a course, but have not received any correspondence from HawkGrips regarding the course - what should I do?
    A

     Upon registration for a course, participants should receive an immediate confirmation email AND an email inviting them to register or login to our online learning platform. All course modules, including pre-course work, post-course exams, and evaluations can be found in the learning platform.  

    Participants who are registered for live courses will receive detailed information regarding their course upon registering, one week prior to the course, one day before the course, and immediately following the course. If you are not receiving emails, please check your spam folder. You must opt in to receive emails. If you have opted out please use this form to opt back in until your course is completed.

    Q.I am having an issue with the HawkGrips Academy page and/or one of the courses that I am enrolled in on HawkGrips Academy - how can I fix this?
    A

    Please read the following suggestions for navigating HawkGrips Academy:

    • HawkGrips Academy can be utilized on a computer, mobile device, or tablet. Supported browsers include the most updated version of Chrome, Edge, Firefox, and Safari. If you are having trouble with a certain browser, we suggest trying another one if possible.
    • Do NOT log in to your Academy account on more than one tab or window at the same time.
    • Use only the system's content buttons (i.e. exit button) to navigate between modules and other content. Do NOT use the browser’s back/forward arrow or exit the window/tab as a whole. This could cause your progress to not be saved.
    • Except in rare instances (i.e. internet connectivity issues and incorrect navigation), progress is saved automatically. 
    • All modules have an idle timeout of 10 minutes. After 8 minutes of inactivity, a warning message will be displayed. You will have 2 minutes to respond before being logged out of your session. 

    If you are having trouble with the learning system, please reach out to us at education@hawkgrips.com. We will get back to you within one business day. 

    Q.I completed a HawkGrips course, but I cannot locate my certificate.  How do I obtain my certificate?
    A

    Our CEU certificates are linked at the conclusion of our course evaluations. This is the last module of each course found in our learning system. This becomes available once all other course components are complete. If you have not completed the evaluation, please do this in order to access the CEU certificate. Please download and save the certificate to your records.

    Our certification certificates (if applicable) will be available in the learning system as well once all course components are complete. This will be linked at the top of the course module page. This certificate cannot be used for CEU reporting.  

    *Note: We changed our learning system in February 2023. Participants no longer have access to the previous learning system. If you are looking for a certificate from a course taken prior to this, please reach out to education@hawkgrips.com.

    Q.I have a clinical question about IASTM or BFR, where can I find more information?
    A

    Please visit the IASTM or BFR page for more information, including clinical information.

    Policies
    Q.What’s the process for replacing my IASTM tool under warranty?
    A

    For hassle-free replacement of your IASTM tool, check out our lifetime warranty policy guidelines to get started.

    Q.Do you offer refunds on your IASTM tools?
    A

    Yes, we provide a 60-day money-back guarantee for our IASTM instruments. This allows you to fully evaluate the tools and if they don’t meet your expectations, you can return them within that time frame. For more details, check out our return policy here.

    Q.I have registered for a course, but I can no longer attend - does HawkGrips allow cancellations?
    A
    Have you more questions in mind?