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Office: +1 778 351 2630Dispatch: +1 250 893 3418 (24 hour)

FAQ

Frequently asked questions regarding shipping and orders amidst COVID-19

How does the sizing work for items like gloves and Tyvek suits?

All of our items are unisex sizing, so please order what most closely resembles your needs.

Can I amend an order after it has been placed?

Unfortunately, due to high demand, we cannot amend any orders. You may place a follow up order, which will fall into the queue.

Can I pick up my order from the station?

We are not allowing pick-ups from the station at this time, to encourage social distancing.

When will I receive my order?

Due to current global demand, because of the Covid-19 pandemic, all medical supply orders are facing increased shipping issues. Many are being held at the border by CBSA (Canadian Border Service Agency) or USBP (United States Border Patrol), and many government entities on both the federal and provincial levels are redirecting supplies to hospitals and emergency care facilities.

This, while understandable, unfortunately has resulted in world-wide shipment delays to businesses, as manufacturers struggle to keep up with demand and  the re-shipping of items. And this is beyond our control.

At this point we are awaiting multiple shipments, which have been delayed en route.  We have done our best on our website to let customers know that items are backordered.

Once our shipments have arrived we will be working as quickly and diligently as possible to get your order to you. Being that we are a small business, we are doing our best to keep up with demand. Your patience and understanding are greatly appreciated, during this unprecedented time.

When will my order be shipped?

Once our shipments arrive, we process orders according to priority sequence. So, for example, if you placed separate orders on separate days, you may not have them shipped to you at once. Our workers are currently working extended hours to keep up with demand, and get you your items as quickly as possible.

All items are being shipped via Canada Post at this time, and you will be provided with a tracking number for the item(s), which will be sent to the shipping address you provided.

Why has my credit card been charged for this order when you are unsure when items will be in stock?

This is due to our payment provider's own policies. Unlike Amazon, we do not have the ability to take payment only when the item ships.

And, as ALL infection control items are final sale (as outlined on our website, due to the nature of the products and government reporting) we will be fulfilling all of these orders as quickly as possible.

I've called your office but no one has answered the phone. Why not?

Recently, our phone systems and email inboxes have been overwhelmed, due to unprecedented demand. As we are a small business, we are not currently set up with multiple phone lines and agents to respond. Please be patient as we are working as quickly as possible to respond to your query.

Since I don't know when my order will be completed, can I cancel my order and obtain a full refund?

We apologize that we are unable to give specific completion dates at this time, however this is due to global demand of Infection Control items, and governments intercepting shipments for redirection. While we understand the uncertainty this may leave customers, it is why we have highlighted that there are no refunds on Infection Control items, in multiple areas of our website. Please, if you are not comfortable with waiting, do not place any orders at this time.