FAQ

PRODUCT

What type of wheelchairs does CLASP offer?

CLASP currently offers a variety of adult and pediatric wheelchairs that can accommodate a wide range of users’ postural needs and environmental conditions. The full product offerings can be found on the Product page of clasphub.org.

What type of accessories does CLASP offer?

In addition to wheelchairs and walking aids, CLASP also offers accessories, including cushions, spare parts kits, and wheelchair modification kits. A full list of available accessories can be found on the Product page of clasphub.org.

Where are CLASP products manufactured?

The products currently in the CLASP catalogue are manufactured in China; however, this is not a requirement for inclusion in the catalogue and future CLASP products may be manufactured in other countries.

Does CLASP stock non-mobility assistive devices?

CLASP does not currently stock non-mobility assistive devices but is exploring the possibility of doing so in the future in collaboration with the Product Advisory Council.

What suppliers has CLASP worked with?

CLASP has worked with a number of suppliers that manufacture high quality, durable products that are appropriate for urban to semi-urban and rural settings. These include Motivation, Whirlwind, UCP Wheels for Humanity, INTCO, GRIT, and Jarik.

Does CLASP have relationships with local suppliers/manufacturers?

CLASP maintains information on local suppliers and manufacturers and can recommend them to buyers and service providers when relevant. If you are a local supplier or manufacturer interested in being included in CLASP’s database, please email info@clasphub.org. If you are a buyer or service provider looking for local suppliers or manufacturers in your country or region, please email info@clasphub.org.

How are new products added to the CLASP catalogue?

New products are assessed by a Product Advisory Council (PAC). The PAC consists of clinical and technical experts with extensive experience in the wheelchair sector who advise CLASP on products to be added to the CLASP catalog. The PAC releases an annual invitation to bid (ITB) and will periodically release other requests for quotations if a need for a specific product class or type not offered through CLASP is identified. In addition to the ITBs, the PAC accepts bids from suppliers interested in being included in the CLASP catalogue on an ongoing basis. The PAC considers some of the following criteria when reviewing products:

  • High manufacturing and quality standards, including ISO7176 or equivalent certification;
  • Appropriateness for a range of urban to semi-urban and rural environments;
  • Congruence with appropriate service provision;
  • Market potential.

How can my product be added to the CLASP catalogue?

ITBs are released annually and periodically when gaps or needs are identified. Details on open ITBs will be posted under the Announcements section on the Home page of clasphub.org. If there is not an open ITB, suppliers can still submit their products for consideration and the PAC will review applications on a rolling basis. To submit your product for consideration, please submit the following documents to PAC@clasphub.org:

  • Supplier and manufacturer (if different from supplier) information
  • One-page summary of the product including a general description describing components, accessories, instruments, and features; intended use; a description of how individual products are labeled for quality assurance purposes; and manufacturing capacity (units/month)
  • CLASP product specification sheet
  • Parts order diagram
  • Available sanitary registration or permission to be commercialized
  • Warranty policy
  • Factsheet: reparability of the product, process for procurement of spare parts
  • Commitment to ship demo product at no charge to one of the PAC members
  • Signed sustainability and human rights statement
  • Product support and promotion materials – if a product is approved, before it is publicly offered the supplier must commit to meeting CLASP’s minimum standard for product support and promotion materials.

ABOUT

What is the PAC?

The Product Advisory Council (PAC) consists of clinical and technical experts nominated by sector stakeholders to represent a broad mix of users. The PAC is responsible for providing technical guidance and recommendations on products that will be included in the CLASP catalogue, using a standard set of criteria established for each product class. PAC members review submissions from assistive product suppliers through a bidding process and on a rolling basis to ensure flexibility and responsiveness to market needs as well as transparency to all stakeholders. If you have any questions regarding the PAC, please email pac@clasphub.org.

What is the COS?

The Committee of Suppliers (COS) include representatives from CLASP product suppliers. COS members receive reports on sales activity, marketing plans, and product feedback from an extensive range of users in different contexts. The reports and user feedback provided by CLASP are intended to support the suppliers’ efforts to identify gaps within the market and drive new product development.

Where is the CLASP warehouse located?

The CLASP warehouse is located in Shanghai, China.

Does CLASP have distributors?

CLASP is in the process of identifying distributors that are interested in partnership opportunities. Please visit the Distributor Questionnaire form if you are a distributor interested in working with CLASP. A full list of CLASP distributors will be made available on the Partners page of clasphub.org.

How can I contribute to CLASP?

CLASP accepts both monetary and in-kind contributions that allow CLASP to purchase stock, send assistive products to service providers that distribute wheelchairs in line with international best practices, or offset marketing and operational costs. All contributions are gratefully accepted, responsibly utilized to further the CLASP mission, and reported to the project donor, USAID. Please reach out to info@clasphub.org if you are interested in making a contribution.

What is the relationship between UCP Wheels for Humanity and CLASP?

UCP Wheels for Humanity is a global non-profit dedicated to increasing access to mobility and improving quality of life for children and adults with disabilities in less-resourced countries. Founded in 1996 and currently a subsidiary of United Cerebral Palsy of Los Angeles, Ventura, and Santa Barbara Counties (UCPLA), UCP Wheels for Humanity implements direct-service or capacity-building programs focused on mobility, empowerment, therapy, and advocacy.

Consolidating Logistics for Assistive Technology Supply and Provision (CLASP) is a four-year, USAID-funded project implemented by UCP Wheels for Humanity to improve the availability of and access to appropriate assistive technology in less-resourced settings and to promote quality service provision.

ORDERING

Can I buy a wheelchair directly from you?

CLASP does not sell direct to consumers.

How can I place an order?

To begin the process of ordering from CLASP, please click on Get a Quote on the top right corner of clasphub.org. Instructions for completing the Request for Quote are embedded in the document. The completed form is then emailed to salesmgr@clasphub.org and one of our team will respond within 24 hours.

What is the minimum order?

The minimum order is 20 wheelchairs. A handling fee of $500 is applied to all orders under $5,000.

Can I order multiple products and sizes in one shipment?

Yes, CLASP enables buyers to purchase a mix of products and sizes in one shipment.

Can I change an order once it has been placed?

Changes are possible once an order has been placed and should be communicated with a CLASP Sales Agent or by emailing salesmgr@clasphub.org. Changes to an order may delay the shipment date. Unfortunately, once the shipment has been packed for delivery, changes can no longer be made to the order. Depending on the order status, fees may apply to requested changes.

What are the payment terms?

Standard payment terms are 100% pre-payment prior to shipment.

What is your return policy?

All returns must be authorized by CLASP and are handled on a case-by-case basis.

How long can I get spare parts?

Currently spare parts are available for as long as the products they support are in the CLASP catalogue. Should an item cease to be part of the catalogue, an announcement will be made on the Announcements section of the Home page of the clasphub.org website allowing for sufficient notice should a buyer decide to purchase additional spare parts prior to their removal from the catalogue.

How/where do I order spare parts?

Spare parts are available either through clasphub.org or your local Distributor.

How do I know what documents I need?

The CLASP Request for Quote form details what some of the standard documents are, however import regulations for each destination country vary, and depending on the exact shipping method selected, document requirements may change as well. For additional information, please email salesmgr@clasphub.org.

How do I know if I need a Certificate of Free Sale?

A Certificate of Free Sale is required by some countries to indicate that the products purchased for import are certified for sale in the country of manufacture and are approved for export. The CLASP Logistics Provider or your importer/customs clearance agent can inform you if you will need a Certificate of Free Sale. For additional information, please email salesmgr@clasphub.org.

SHIPPING

Which countries does CLASP ship to?

The goal of CLASP is to increase access to appropriate assistive technology in low and middle-income countries. To date, CLASP has shipped to over thirty countries. If you have a question about a destination you would like to ship to, please email salesmgr@clasphub.org.

Does CLASP charge for shipment documents?

Yes, CLASP charges for each original shipment document requested including the Commercial Invoice, Packing List and Certificate of Origin. Current pricing for these documents can be found on the CLASP Request for Quote.

Does CLASP help with customs clearance?

Customs clearance is the responsibility of the buyer.

How do I obtain shipping insurance?

Each shipment via ocean cargo is automatically covered by CLASP to final destination and the insurance cost is included in the freight quote.

How long are freight estimates valid for?

Freight quotes are typically valid for thirty (30) days.

How long does it take to receive a shipment?

CLASP products ship from Shanghai and can take up to 38 days, depending on the final destination.

WARRANTY

Does CLASP have a warranty?

CLASP offers a pass-through of each supplier’s warranty. Details will be available soon on the Products page of the clasphub.org website.

How can I register a CLASP wheelchair?

UCP Wheels for Humanity (UCPW) has developed an online wheelchair registration form for CLASP wheelchairs. Registering CLASP wheelchairs activates their warranty and allows UCPW to track and respond to product quality issues.

If you are a buyer or distributor, please ensure that these wheelchair registration instructions are circulated to all wheelchair service providers that receive CLASP assistive products from you so that they can assist their clients with wheelchair registration.

If you are a wheelchair service provider, please share this link with clients that have access to internet and would like to register their own products. If a client does not have access to internet or does not want to register their own product, please register their wheelchair on their behalf at the time of distribution.

If you are a CLASP Service Partner, wheelchair registration for every CLASP wheelchair is mandatory. Please ensure that all CLASP wheelchairs are registered at the time of distribution.

Do you send replacement wheelchairs and/or parts?

Yes. Details of the warranty claim process will be available soon on the Products page of the clasphub.org website.

PROVISION PROMOTION

Does CLASP directly build service provision capacity?

CLASP does not directly build service provision capacity; however, the promotion of appropriate provision is a key component of the project. Please visit the Provision and Resources pages of clasphub.org for a list of helpful training or capacity building organizations and resources.

How does CLASP promote provision?

CLASP promotes quality service provision by:

  • Using CLASP marketing and social media channels to promote and highlight appropriate services, service experts, and excellent service providers.
  • Adding high-quality assistive products to the CLASP catalogue that meet international standards and recommendations and are congruent with appropriate service provision.
  • Ensuring that all CLASP products have clear and concise product promotion and support materials.
  • Selecting CLASP Service Partners – providers with demonstrated baseline service capacity – and increasing their access to a diverse range of assistive products.
  • Linking buyers, service providers, distributors, service managers, decision makers, and other stakeholders to technical experts and online trainings and resources, available on the CLASP website, and through ISWP, WHO, and others.
  • Building dialogue regarding appropriate service provision into the CLASP sales process.

What product promotion and support materials do CLASP products come with?

CLASP requires that all products in the CLASP catalogue have a comprehensive set of product promotion and support materials to facilitate a buyer’s selection process and to inform a user on how to use and care for their product. CLASP recently set a minimum standard that all new products added to the CLASP catalogue must come with, including:

  • Technical specification sheet
  • Basic wheelchair user manual
  • Assembly animation and PDF
  • Adjustment animation and PDF

How do I know what type of wheelchairs I should order?

The product promotion materials that come with CLASP products are designed to provide an overview of a product and highlight performance specifications to facilitate a buyer or provider’s selection process. In addition to the technical specification sheet referenced above, CLASP has developed a wheelchair comparison sheet to allow for an ‘at a glance’ side-by-side view of the different features for each of the wheelchairs available in the catalogue as well as a wheelchair selection tool. The wheelchair selection tool provides a visual classification of each wheelchair’s degree of support, environment, and transportability to facilitate the selection of the right chair for a user’s individual needs.

SERVICE PARTNERS

Do you have service providers you can refer me to?

Yes, CLASP works with Service Partners that have demonstrated capacity for appropriate service provision. CLASP Service Partners will be featured on the Partners page of clasphub.org in September. Please contact info@clasphub.org if you would like a direct referral.

I want to donate a shipment of mobility products. Do you have service providers you can recommend to receive such a donation?

Yes, CLASP Service Partners are recommended providers that have undergone a multi-phase application process that assesses their service quality. CLASP endorses these providers and recommends them to buyers or donors interested in donating shipments. Please contact info@clasphub.org if you would like more information on a specific CLASP Service Partner.

How are CLASP Service Partners selected?

CLASP Service Partners are selected through a competitive, three-phase application process that assesses their service model, service demand and capacity, organizational structure, and inventory management, among other criteria. Selected CLASP Service Partners must continue to demonstrate appropriate provision to maintain their partnership status.

Can CLASP help with funding?

UCP Wheels for Humanity cultivates relationships with product buyers and donors that periodically donate funds for purchasing products. Through CLASP, UCP Wheels works to connect these donors to its CLASP Service Partners when possible.