Frequently Asked Questions

 

If your questions remain unanswered, please use the contact form at the bottom of this page or call our customer service team for assistance.

 

Do I have to create an online profile to place an order?

Online profiles are not necessary to order. If you choose to create an online profile, it will remember your shipping/billing info for faster ordering. You'll also be able to see your previous orders.

If you have a 5-digit customer number with us, please contact us so we can setup your online profile and connect it to your 5-digit customer number.

If you do not have a 5-digit customer number with us but would be placing orders for the following, please proceed to our Request An Account page:

  • • Tattoo Shop

  • • Esthetics Salon

  • • Medical Clinic

  • • Surgery Centre

  • • Pharmacy

  • • Long-term Care Facility

  • • Hospital

How do I create an online profile?

Click ‘Register’ in the header/navigation menu to create and online profile. If you don’t see ‘Register’ then you are already registered and logged in to your online profile.

If you have a 5-digit customer number with us, please contact us so we can setup your online profile and connect it to your 5-digit customer number.

What should I do if I have forgotten my password?

Visit the login page and select 'Forgot your Password?' to reset it. Enter your email address and you will receive an email with instructions to reset your password. You may need to check your Junk or Spam folder to find the password reset email.

Are all the products you carry listed on your website?

We carry a wide selection of products and while we list the most common items on our website, we are unable to list them all. Please call us at 1-800-667-3786 and our customer service team can help you to determine if we have a product that will suit your needs.

Do the products you carry have expiry dates?

Many of the products we carry have expiry dates. These can include items that are sterile packed, cleaners and disinfectants, personal protective equipment, gloves, and other items. Our warehouse and inventory team reviews outgoing orders to ensure that the products have at least 3 months until the expiry date. If you have received your order and the products are within 3 months of the expiry date, you can contact us for a return or refund.

Are all the products you carry listed on your website?

We carry a wide selection of products and while we list the most common items on our website, we are unable to list them all. Please call us at 1-800-667-3786 and our customer service team can help you to determine if we have a product that will suit your needs.

Can I modify my order after I have placed it?

If you have already placed your order but wish to modify it, please call our customer service team at 1-800-667-3786 as soon as possible. If your order has already shipped we won't be able to change it, but otherwise we will do our best to make the changes you need.

Will I receive an order confirmation?

Our customer service team will send you an order confirmation within 1 business day of placing your order. If you have any questions about the order confirmation, please contact us as soon as possible.

You can also view your orders in the account menu (registered users only).

How much will shipping be?

Shipping costs will depend on your location and the size of your order. We also offer free shipping for orders that meet the free shipping threshold. When you proceed to checkout, a shipping rate will be presented to you. You can also visit our Shipping Policy page for more info.

How do I track my shipment?

You will receive a shipment notification email when your order ships. This email will contain a tracking link to the carrier’s website (Canada Post or Loomis). You can also find the tracking link in the Orders tab of the account menu (registered users only). For Saskatoon deliveries, you won’t receive a tracking link, but you should receive your order the same day that you receive the shipment notification email.

What methods of payment are accepted?

Visa, Mastercard, and American Express are accepted on this website. If you have a 5-digit customer number with us, we will use the payment method that is listed in your account file.

Why is my order rejected when I click 'Place Order'?

For security purposes, we require that the billing address you enter at checkout match the billing address you have listed at your financial institution. If you are not able to pay online with your credit card, please double-check with the address that is listed on your credit card statement.

Will I receive an invoice for my order?

If you have placed an order online but don’t have an account with us, you will receive an invoice with your order.

If you do have an account with us, we will follow what is listed in your account file. Your account may be setup to receive paper invoices, e-invoices, or statements. You may contact our Accounts Receivable department for more info.

Can I return my order?

You can view our Returns & Refunds Policy for more info. If you would like to start a return, please contact our customer service team.

There are items in my order that are nearing the expiry date.

If you have received your order and the products are within 3 months of the expiry date, you can contact us for a return or refund.

 

 

 

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