Help & policies
Returns & exchanges
Whether an item can be returned depends on what it is. Find your item 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 | 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 when 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 is 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.
Health, hygiene and personal-care items
- 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
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 firstUse the form below or call 780-434-3131. Items sent back without contacting us first may take longer to process.
- We’ll confirmwhether your item qualifies and how to send it back.
- Pack itin its original packaging if you have it, with the serial number or UPC intact.
- Ship it or drop it offat either of our stores, as we’ve arranged with you.
Request a return or exchange
Send us your order number and what you would like to return or exchange. We’ll confirm whether it qualifies and how to send it back.