GENERAL INFORMATION

All orders are subject to product availability. If an item is not in stock at the time you place your order, we will notify you and refund you the cost of backordered item(s) in your order, using the original method of payment.

DELIVERY LOCATIONS AND SHIPPING EXCEPTIONS

Items offered on our website are available for sell and delivery to Canada only. We don’t sell and ship to other countries.

All goods are shipped from our warehouse in Toronto, Ontario.

DELIVERY TIME

An estimated delivery time will be provided to you once your order is placed. Delivery times are estimates and commence from the date of shipping, rather than the date of order. Delivery times are to be used as a guide only and are subject to the acceptance and approval of your order. Unless there are exceptional circumstances, we make every effort to fulfill your order within 10 business days of the date of your order. Business day mean Monday to Friday, except holidays. Please note we do not ship on Saturdays and Sundays.

Date of delivery may vary due to carrier shipping practices, delivery location, method of delivery, and the items ordered. Products may also be delivered in separate shipments.

DELIVERY RESTRICTIONS

Highly flammable products restricted from shipping by Air will be shipped via ground shipping service UPS (Standard).

SHIPPING COST

Shipping costs are based on the weight and dimensions of the packaged order, and the delivery method. To find out how much your order will cost, simple add the items you would like to purchase to your cart, and proceed to your cart. On the Cart page select “Calculate Shipping” link in CART TOTALS section to open the shipping estimation tool. Alternatively, you may proceed to the checkout page. Once at the checkout screen, shipping charges will be displayed.

Sales tax is charged according to the province or territory to which the item is shipped.

Dangerous Goods

Dangerous goods (ie. bottles of alcohol isopropyl greater than 1 litre) may incur a shipping fee that exceeds Standard Shipping Rate. In such a situation, customers will be notified within 48 hours of placing an order (during regular business hours). Orders will not be processed until shipping terms are confirmed by both parties. We will attempt to honour the standard shipping rate in every possible case.

Heated Service

During the winter, items that require heated service during transport (ie. eye wash solutions and other liquids) may incur a shipping fee that exceeds the Standard Shipping fee. In such a situation, customers will be notified within 2 business days of placing an order. Orders will not be processed until shipping terms are confirmed by both parties. We will attempt to honour the standard shipping rate in every possible case.

DAMAGED ITEMS IN TRANSPORT

If there is any damage to the packaging on delivery, contact us immediately via phone at 1-855-243-9633 or e-mail us using contact us form.

QUESTIONS

If you have any questions about the delivery and shipment or your order, please visit our Frequently Asked Questions section, alternatively contact us at 1-855-243-9633 or e-mail us using contact us form.

REFUNDS PERMITTED

We accept returns. You can return unopened items in the original packaging within 30 days from the day you have received it. If 30 days or more have passed from the day you have received the product, we cannot offer you a refund or an exchange.

Please note that returned items are subject to a 15% restocking fee.

Please contact us to obtain Merchandise Return Authorization before sending the product back to us.

Upon receipt of the returned item, we will inspect it and notify you via email, within a reasonable period of time, whether you are entitled to a return. If you are entitled to a return, we will refund your purchase price less the cost of shipping the original order and a credit will automatically be applied to your original method of payment.

Return Shipping is the customer’s responsibility and the original First Aid Market purchase invoice along with Return Merchandise Authorization must accompany all return shipments.

RETURN FOR REFUND EXCEPTIONS

Only regular priced items can be returned for refund. Sale items are non-refundable. To follow-up on the status of your return, please contact us at info@firstaidmarket.ca.

WARRANTY, EXCHANGE AND RETURNS

Please contact us within 30 days of your purchase for exchange of products that are defective.

Initial reporting of the issue can be made by phone or email. Provide us with a description of the issue and any steps taken to reveal the defect if it has a functional or operating issue. We may request pictures to better understand the nature of the defect.

If the defect is resulted from misusing or operating the product against manufacturer manual or operating instructions (if such instructions accompany the product), you will not be entitled to a return and you may choose to contact the manufacturer directly.

If the product is identified as defective and you are entitled to a return, we will send you Merchandise Return Authorization with Return Shipping Label. At this point you can ship the defective item back to us.

Upon receipt of the returned item, we will fully examine it to confirm the defect and will exchange it with the same product model. If we are unable to exchange the defective product, we will issue the full refund.

If the defective item has less value than the shipping cost, then a refund of the original purchase price will automatically be applied to your original method of payment.

If 30 days or more have passed from the day you have received the product, we cannot offer you a refund or an exchange. Most products we sell are covered by Manufacturer’s warranty. Past 30 days of the purchase (plus shipping time) we will redirect the customer to the manufacturer directly for any warranty related questions. Please e-mail us if you require assistance to locate manufacturer’s contact information.

Return Shipping is the customer’s responsibility, except when a purchased product was defective on arrival or you have received a wrong item.

SHIPPING INFORMATION

Depends on the product, the return shipping address may vary. In any return case, we will provide you a Return Merchandise Authorization with the shipping instructions. In a case when the return shipping cost is our responsibility,  we will also provide you a return shipping label.