Shipping Info

SPEEDY DELIVERY

99% of orders ship within 24 hours (Monday - Friday).  If your order is not going to ship with 1-3 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).  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. 

SHIPPING 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. 

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

Please note that often couriers update their system to say a parcel has been delivered when actually it’s just on the truck and out for delivery.  When they update theirs, it automatically updates our website too.
Please hold tight another day and if your parcel has not been delivered, contact the courier directly by using your tracking code link.  This is the fastest way to locate and arrange for redelivery or pickup of your parcel.  

HELPFUL NUMBERS

CANADA POST -  CUSTOMER SERVICE
1-866-607-6301
Outside of Canada:
416-979-3033

UPS - CUSTOMER SERVICE
1-800-742-5877 (1-800-PICK-UPS®)
For international shipping, call 1-800-782-7892

DHL - CUSTOMER SERVICE
International Air: 1 (800) 234-2778
Calgary: +403 5161900
Montreal: +514 3443447
Ottawa: +514 7344580
Toronto: +289 5626500
Vancouver: +604 2078100

CANPAR - CUSTOMER SERVICE
1-800-387-9335

PUROLATOR - CUSTOMER SERVICE
Customer Service Hotline
1 888 SHIP-123
(1-888-744-7123)

FEDEX - CUSTOMER SERVICE
1.800.GoFedEx 1.800.463.3339 
TTY: 1.800.238.4461

 

CANADIAN FUNDS

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.