Returns & Exchanges
Whether an item can be returned depends on what it is. Find your item in the chart below, then contact us before sending anything back and we'll walk you through it.
At a glance
| Item | Refund | Exchange | Time limit |
|---|---|---|---|
| Most general items, new and unused | Yes | Yes | 30 days from delivery or in-store purchase |
| Lift chairs, power mobility and beds (not mattresses) | No | Yes | 72 hours from delivery |
| Health, hygiene and personal-care items (listed below) | No | No | Final sale |
| Clearance, online-only, special-order and custom items | No | No | Final sale |
| Damaged, defective or wrong item | We'll make it right | We'll make it right | Tell us within 7 days of delivery |
Returnable items: 30 days
You can return most general items within 30 days of delivery or in-store purchase.
- Full refund: the item is new, unused and unopened, in its original packaging, with the serial number or UPC intact.
- Opened or missing its original packaging: a 25% restocking fee applies. The item must still be unused and undamaged.
- Return shipping: paid by you, unless we sent the wrong item or it arrived damaged or defective.
- Refunds go back to your original payment method once we've received and inspected the item.
Lift chairs, power mobility and beds: 72-hour exchange
If a lift chair, power mobility product or bed isn't right for you, we'll help you exchange it for one that is. Mattresses are not included.
- Contact us within 72 hours of delivery.
- The product must be in like-new condition, with no damage.
- These products can be exchanged, not refunded.
- The original delivery charge isn't refundable, and delivery of the replacement is charged at our regular rate.
- A 25% restocking fee may apply, depending on the product.
- Custom and special-order products can't be exchanged.
- All exchanges are subject to inspection and approval.
Final sale: items we can't take back
To meet Alberta Health and Health Canada infection-prevention standards, we can't accept returns or exchanges of health, hygiene and personal-care items once they've left our store, unless they're covered by the manufacturer's warranty. These include:
- Personal protective equipment (masks, sanitizers, gowns, gloves)
- Bedding accessories
- Breast pumps
- Compression stockings
- Ostomy products
- Orthopedic supports and braces
- Bathroom equipment
- Pressure-prevention items
- Adhesive dressings
- Creams, gels and wash solutions
- Nursing clothes
- Soft support and foam items
These are also final sale:
- Clearance items
- Items marked "Online only"
- Parts and components
- Special-order products (items we order in for you that we don't normally stock)
- Customized products
- Contest and giveaway prizes
Damaged, defective or wrong items
If your order arrives damaged, has a defect, or isn't what you ordered, tell us within 7 days of delivery. Photos help us sort it out faster. We'll arrange a replacement, repair or refund and cover the return shipping.
Problems that show up later are handled under the manufacturer's warranty. Contact us and we'll help you make a warranty claim.
How to request a return or exchange
- Contact us first, using the form below or by calling 780-434-3131. Items sent back without contacting us first may take longer to process.
- We'll confirm whether your item qualifies and how to send it back.
- Pack it in its original packaging if you have it, with the serial number or UPC intact.
- Ship it or drop it off at either of our stores, as we've arranged with you.