Frequently Asked QuestionsUpdated 5 months ago
Q: "Do you ship outside of Canada?"
A: Yes! We ship from Healthwick USA - https://www.healthwick.com/.
Q: "Why don't you have flat-fee shipping to Canadian territories?"
A: Unfortunately, the high cost of shipping to these areas means that we're unable to establish a flat-fee price that would be accurate for the wide range of order sizes we typically see. Please get in touch with us by email or by phone and let us know what you'd like to order, so that we can give you an accurate quote.
Q: "My package arrived damaged. What should I do?"
A: We are very sorry to hear that, and would like to apologize for the inconvenience. Please get in touch with us by email or give us a call and we’d be happy to assist you.
Q: "My package hasn’t arrived yet. What should I do?"
A: Products purchased in Canada are shipped via Canada Post expedited parcel (2-8 business days) and UPS (2-8 business days). Shipping times are approximate and may reasonably vary due to inclement weather, inventory volumes, and postal holidays, however if you're concerned, please get in touch with us by email or give us a call and we’d be happy to help. Please contact us immediately if you track your parcel and it says delivered but you haven't received it. We will open an investigation with the courier to find it for you.
Q: "I need my products immediately! Do you have express shipping?"
A: We’re sorry, but to keep costs affordable for our customers, we only ship via Canada Post expedited parcel (2-8 business days) and UPS (2-8 business days). If your situation is urgent, you can place your order and choose "pick up in office" for your shipping method. Once you receive the email that your order is ready for pick up, you can send a courier to pick it up in your stead. To avoid these situations in the future, consider our Free Automatic Delivery Program.
Q: "I’ve decided I don’t want these products. How do I return them?"
A: For hygiene reasons, unfortunately all products are non-returnable, even in the case of unopened packages. We are committed to the health and safety of our customers as well as our employees, and returned parcels will be discarded unopened. If you have any concerns over the product which you've purchased, please don't hesitate to get in touch with us.