Shipping Policy
We currently ONLY SHIP WITHIN CANADA. Shipments are sent from 5 warehouses across Canada. We strive to get you the products you ordered to you within 7 - 10 business days. As products are warehoused in multiple locations, it is possible to get the products sooner than expected. We provide the best in class service in the industry and you our customers are our most valuable assets.
Return & Claims Policy
Below you will find general and specific guidelines around Online Medical Supply Canada return & claim policy
RETURN & CLAIMS POLICY
1.1. General guideline
Any products purchased from Online Medical Supply Canada falls under our everyday return policy. In order to receive full credit (no restocking fee), products can be returned within 90 days. Any products returned after the 90 day grace period will be subject to a 15% restocking fee.
1.2. Product eligibility
1.2.1.1. Products being sent back to Online Medical Supply Canada will be diligently inspected at our warehouse as there are certain criteria that need to be met in order for products to be accepted & credited. Any and every product sent back need to have a minimum of 9 months left on expiry, the packaging needs to be in flawless condition (no rips, tears, sticker damage etc.) The product needs to be in perfect resell condition.
1.2.1.2. Non-returnable product will not be considered for reimbursement in anyway shape or form. Non-returnable items include: special order items (not regularly stocked), products that have been (or soon to be) discontinued by the manufacturer, products that Online Medical Supply Canada does not have a need for nationally. As these are medical products, anything such as stockings or braces that have been tried on are not eligible for return.
1.3. Incorrect address
Customers will be responsible for return shipping charges in the event that the address entered for home delivery is not valid or was entered falsely and results in a returned shipment to us. In the event that the order needs to be reshipped, the initial order will only be credited once we have received and processed the return for the package that was originally shipped.
If the wrong ship-to address is entered by you, the customer, we will apply a 15% restocking fee to the order being returned to us in order to cover the re-delivery fee back to Online Medical Supply Canada warehouse.
Section 1.3.2 Cost of shipping returns
If an item is found to be eligible for return, the responsibility for the return shipping cost will be determined based on the party at fault. Should the item be shipped incorrectly or due to an error, the return shipping cost will be covered by the shipper. Conversely, if the item was ordered incorrectly, the return shipping cost will be the responsibility of the customer. Prior to providing the return shipping label, an estimated return cost will be provided to the customer for payment.
1.4. Claims
1.4.1. Damaged product (over packing)
It is the customer’s responsibility to report any damaged package they receive from Online Medical Supply Canada. The customer has three business days from receipt of an order to report damaged goods and get the product replaced/credited. Online Medical Supply Canada will not be liable for any damage reported after the 3 business day period.
1.4.2. Damaged box (from third party courier)
It is the customer’s responsibility to report any damaged or lost package from our third party courier partners. If you see that there are missing boxes or visible damage to your order you need to sign for it “damaged” with the courier and report it IMMEDIATELY.