Frequently Asked Questions
We believe that good communication is vital to good customer relations. Below are some common question and answers. If you have another question please contact us directly.
Q. What is The Ordering Process?
A. To place an order, browse our website for products and click the "add to cart" button. This will add the product to your virtual shopping cart. You can view your shopping cart at anytime by clicking the "VIEW CART" link at the top right of the site. From there you can view/change/remove products from your shopping cart. When you have everything you need in your shopping cart, click the "SECURE CHECKOUT" button located on the Shopping Cart Contents page and follow the instructions. When we receive an order request we will check the availability, and email you the details.
For all order requests received, we will contact the customer by email/phone to discuss the order and receive payment for the goods. The whole process is designed to maintain a one-to-one personal service!
Q. What currency is used in this website?
A. All prices shown are in Canadian dollars, taxes are extra.
Q. Is Online Ordering Secure?
A. Yes. Once you enter the checkout process to provide personal information the pages are secured by Secured Sockets Layer and a digtal certificate. You can obtain information on our certificate by double clicking the LOCK icon on your browser when on a secured page of our site.
Q. Do you offer volume pricing?
A. Yes. Send us an e-mail advising us of the product and quantities you would like a price on.
Q. Once I place an order, how long will it take to arrive?
A. We ask that you allow us up to 1 week for shipment, however 2-3 days is normal.
Q. What shipping company(s) do you use?
A. We use UPS and for Toronto & surrounding areas we may use our local courier A&B Courier. To save time we may elect to have goods shipped to you direct from our suppliers.
Q. How will I know how much my order will cost?
A. The total of your order plus taxes will be shown upon checkout. Shipping costs will be shown separately.
Q. I live outside Canada, what do I need to know?
A. Your order will be shipped via UPS, an e-mail will be sent to you with respect to shipping costs. Duty, brokerage and other charges may be extra on top of shipping and UPS will inform you before the parcel is cleared at the border.
Q. What is your returns policy?
A. We will only accept returns within 10 days of receiving shipment with a R.A.N. You must notify us by e-mail and we will provide you with a Returns Authorization Number (R.A.N)
Goods shipped without a R.A.N. number will not be accepted. Returns must be shipped prepaid by the customer. Do not send shipments collect as they will be refused. All returns must be in original packaging unopened with no modifications. Due to Federal government regulations and guidelines, all sales of First-aid products are final and cannot be returned. Custom or special orders cannot be returned.
Q. Do you have a warranty on your products?
A. We ensure our products are free from defects in materials and workmanship at time of shipment and that our products meet all applicable laws for certification by governing bodies such as NIOSH, OSHA, CSA etc…This warranty is void on any product that has been tampered with, altered or misused in any way.
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