- Once your order is received: We will begin preparing it to ship. Between Monday-Friday we ship most orders within 24 hours. If received on the weekend, we will prepare it on Monday for shipment. *Please allow for up to 3 business days for your order to ship.
- Courier & method selection: You have the option to select your shipping method at checkout. This timeline applies from the date of shipment. You will receive a shipping confirmation email with tracking number so you know when it's on it's way. If you order on Friday afternoon, your order will not ship until Monday so even if you order "next day shipping" your order would not arrive until Tuesday (Assuming we ship on Monday).
- Receipt of order: Once your order has been received, it is important to inspect it for any errors, shipping damage, etc. If there are any issues with your order, please take pictures immediately and email us at firstname.lastname@example.org (*See Order errors and Shipment damage below)
95% of orders ship within 24 hours (Monday - Friday). If your order is not going to ship within 3 business days, we will email you to let you know as soon a possible (as may be the case with special order or out of stock items). If you have time sensitive order?, please add comments to your order or email us at email@example.com
WHY DO WE SOMETIMES SELL ITEMS THAT ARE NOT IN STOCK? While most items are in stock, we do sell out of stock items as long as we know we can get them in stock within our 3 day shipping policy. If we do not feel confident, then the items will be listed as out of stock or pre-order or special order so you are aware there may be delays. Otherwise, you can feel confident that your items should ship within our 3 day policy.
We reserve the right to decide on shipping partial orders or holding shipment for complete order if not all items are in stock. You will be offered a refund on unavailable items.
SHIPPING TIMES ARE NOT GUARANTEED
When selecting your shipping method, please know that once we ship your order, it becomes the responsibility of the courier to deliver your package. We have little to no ability to stop, redirect, or find your parcel. You will need to work directly with the courier company to track your order. (see below) A tracking number is provided with every order we ship. If your order is not delivered within the delivery time-frame you selected and the courier company has offered a guarantee on the particular shipping method, we will work with you to recover shipping fees with the courier.
ORDER ERRORS OR SHIPMENT DAMAGE
Inspect your package promptly upon receipt. If there are any damages from delivery or errors in your order, please contact us right away. Please take photos of your order, and damages if any. Email the photos to us at firstname.lastname@example.org or text us 587-894-2870. Photos are REQUIRED to process any claims.
Please be sure your shipping address is correct. Due to chargeback scams we are unable to change your address after your order has been made. If you believe you have made a mistake with your address please let us know immediately. We can cancel and refund your order before it ships and then you can re-order. If your order has already shipped, we can contact the courier and request that it be redirected and returned to us for a fee. You can then create a new order. Once we receive your parcel back we will refund all items. Shipping fees or courier fees for redirection are not refunded for shipping address errors.
SHIPPING ADDRESS ERRORS
Please be sure your shipping address is correct since this is automatically exported into our shipping programs as entered by you. We have little to no ability to stop, redirect, or find your parcel. In the event your order is returned to us due to reasons such as "incomplete address, Unclaimed at post office, Moved, or Refused" we will refund the items once returned to us, but not the shipping fees. You are then welcome to re-order.
Please know that once your order leaves our warehouse, it is in the hands of the courier you selected at checkout and we have little to no control over your package from that point onward. Any issues with your shipment MUST be reported to us promptly so can can start the ticket process with the courier within their guidelines. If your package is incorrectly delivered, returned in error, damaged or other courier fault we will contact the courier to open a ticket and/or create a claim. Any products returned to us will be promptly refunded to you upon receipt. And any refunds to us by the courier are also promptly refunded to you.
HOW LONG WILL IT TAKE TO ARRIVE?
You will have the option to select a shipping method at checkout. Canada Post Expedited, you can expect your order to arrive within approx. 1-7 days from the day it shipped. You will be notified by email when your order has shipped and given a tracking number to follow. Packages tend to arrive quicker to major cities. Here are some *average delivery time estimates by province. Remember we are located in Calgary, AB so times will fan out from there.
BC: Avg 2-3 days*
AB: Avg 1-2 days*
SK: Avg 2-4 days*
ON: Avg 4-5 days*
QC: Avg 4-6 days*
SPECIAL REQUESTS & URGENT NEEDS
Please note that if a gift needs to be sent urgently, it is advised that you email us to ensure we can process your order on time when this method of shipment is desired. Be sure to add your order number in email subject line.
IF YOUR PACKAGE HAS NOT ARRIVED AS EXPECTED
Outside of Canada:
For international shipping, call 1-800-782-7892
Montreal: +514 3443447
Ottawa: +514 7344580
Toronto: +289 5626500
Vancouver: +604 2078100
1 888 SHIP-123
All orders placed with credit cards internationally will be charged in Canadian funds. The purchaser will then receive the accurate amount, in their currency at the most recent exchange rates. This will reflect on their statement.
SHIPPING OUTSIDE CANADA
Your parcel may become held at customs, you will be notified by the courier and you will need to pay these duty charges before the parcel is delivered. Please know that we do not guarantee any shipping times outside of Canada and have no control over how long customs might hold your items. We do not offer refunds for shipping fees, unless the courier refunds us for an error on their part.
SHIPPING MEDICAL SUPPLIES OUTSIDE CANADA
While all of our items have valid medical device licensing for Canada, they may not have a valid license for other countries. We recommending purchasing from your country to avoid any issues with customs holding, delaying or refusing your package. We offer tracking with each order, but have no control over whether a package clears customs or not. If your order is returned to us by customs, we are happy to refund your items but not shipping fees, or any holding fees billed to us by customs.
IF YOUR ORDER IS FLAGGED AS FRAUDULENT
While we are sure our customers are honest and want to have a respectful transaction with our company, we are also dealing with internet scams on a daily basis. We have a number of policies in place to protect from this and below are couple more common interactions that we have a ready policy in place for. The following items will be promptly canceled for full refund.
NO HIGH RISK ORDERS: If your order is flagged as fraudulent, we will automatically cancel and refund your order. Please reorder and be sure your billing and shipping addresses are same or you are not ordering from an IP address very far distance from billing/shipping.
NO ADDRESS CHANGES: You cannot change your address after submitting order. It can however be cancelled if you contact us before we ship. Please double check your shipping address before you submit your order online. We understand that sometimes browsers keep old addresses in cache and customers are sometimes in a hurry and don't check the final confirmation page when checking out online. In most cases, your package will be returned to us and you will be refunded for all items promptly. See shipping address errors above.
INACCURATE PAYMENTS: If paying via email bank transfer, cheque or paypal please be sure your amount is accurate. Overpayments will be refunded in full and order will be cancelled.