Return-Exchange and Shipping

If you cancel your order before it has been shipped, Medi-Line will provide a full refund, less a 5% credit card processing fee. This fee is non-refundable as per the policies of our payment processor, Shopify.

All pricing is in Canadian Dollars and subject to change without notice.

At Physio Supplies Canada, we are committed to ensuring your experience with us is both positive and satisfying. Whether you're in Little town or a big city like Toronto, our goal is to provide you with the best possible delivery service at an affordable price. We understand the importance of getting your order to you promptly, no matter where you are.

Free Shipping Across Canada

• Enjoy FREE SHIPPING on orders over $100 anywhere in Ontario, Manitoba, Saskatchewan, Quebec !
• FREE SHIPPING on orders over $200 for rest of the Provinces such as BC, AB,NS, NL and and New Brunswick.
• Flat rate shipping of $14.95 on orders below $100 and $200. 
• For orders to Prince Edward Island, Northwest Territories, Nunavut, and Yukon Territory, the rate is $24.95*.

Multi-Site Drop-Ship Locations

Physio supplies Canada's advanced information system allows us to set up institutional accounts with multiple drop-ship locations. Whether your locations are within the same city or spread across provinces or the entire country, we ensure fast and efficient delivery*.

• Note: Drop-ship deliveries are not available to dealers or distributors.

Unclaimed Packages

If a product is shipped to you but goes unclaimed and is returned to Physio Supplies Canada, the standard shipping fee will be charged. If you request that the unclaimed product be shipped to you again, the standard shipping fee will apply a second time.

Governing Laws

All transactions and the Terms governing them are subject to the laws of the province of Quebec and the applicable laws of Canada. By placing an order, the Customer agrees to the jurisdiction of the courts of Quebec and to comply with Canada’s export control laws and regulations.

 Estimated Times for Delivery

• Ontario and Quebec –  Approximately 1 to 2 business days
• Manitoba, New Brunswick, Saskatchewan & Nova Scotia – Approximately 3 to 5 business days
• British Columbia, Alberta,  Prince Edward Island & Newfoundland – Approximately 5 to 7 business days
• Any Territories and Remote areas – Approximately 7 to 10 business days.

We use Canada Post Expedited Parcel for Most of our orders within Canada – For some items that are Heavy or Large size boxes or Special order item, a ADDITIONAL shipping charge may apply, at our discretion. Additionally any overweight shipments are subject to additional freight charges.
In order to process your order without delays it is important to provide complete and accurate shipping information as well as a current email address and phone number where you can be reached in the event of a shipping address issue.  Note: It is the customer’s responsibility to provide a reliable shipping address. If a Canada post tracking confirmation, or Courier tracking confirmation indicates that an order has been delivered, then we are not responsible for re-shipping or a refund of the order, if it has been lost. We will ship your order to the address EXACTLY as it is input on our website, therefore orders returned to us undelivered due to customer input error will not be re-shipped without a form of payment to cover new shipping costs.

Returns will only be accepted with a valid authorization number issued exclusively by Medi-Line Enterprises Inc's Customer Service team. All returns must be prepaid and shipped in their original packaging within 30 days of the purchase date. A credit note will be issued after receipt and verification of the merchandise's condition. The credited amount will be based on the original invoiced price.

To request a return authorization number, please contact us at 905-238-1500 (Monday to Friday between 9 to 5 pm) or request on Email which is Orders@medi-line.ca. Alternatively, you may complete the return request form available on our website.

Information Required for Return Requests:

To ensure prompt processing, please provide the following details:

• Invoice number
• Purchase date
• Product number
• Product name or description
• Reason for return or exchange
• Expiration date (if applicable)

It is essential to include a copy of the return authorization with the package. Without this documentation, a credit cannot be issued.

Conditions for Returns:

• All returns must be prepaid and shipped in their original packaging within 30 days of purchase.
• Our return policy lasts 30 days from the date of purchase. If 30 days have passed since your purchase, we cannot offer a refund or exchange. After 7 days, a 25% restocking fee will apply. Returns are not accepted after 30 days.

Returns Will Not Be Accepted If:

• The purchase was made more than 30 days ago.
• The product is not in its original packaging, is damaged, or is not in resalable condition (e.g., stickers or writing on the box).
• The product is a special order or custom-made item.

Shipping for Returns

• To return your product, please mail it to:

MEDILINE ENTERPRISES INC
1044 RONSA COURT,
MISSISSAUGA, ONTARIO, L4W3Y4

• You will be responsible for paying your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a store credit, the cost of return shipping will be deducted from your credit.
• Depending on your location, the time it may take for your exchanged product to reach you may vary.
• For items over $75, we recommend using a trackable shipping service or purchasing shipping insurance. We do not guarantee that we will receive your returned item.

If you have any questions or require further assistance, please contact our Customer Service team. Thank you for your cooperation.

Products that are in direct contact with the skin are not returnable for hygiene reasons, such as: pillows, splints, transfer sheets, protective clothing and accessories, orthotics, creams, gels, lotions, cleansers and antiseptics. Any product whose original packaging is damaged will be automatically refused. Books and videos are not returnable, due to the risks incurred for copyright.

Special order products are not returnable or exchangeable.

Examples of Non-Returnable Categories:

• Compression Stockings
• Support & Braces
• Bedding Accessories (e.g., Core Pillow, ObusForme Pillow, Wedges)
• Items marked as non-refundable
• Opened or used products
• Medi Beads Heating Pads
• Needles and syringes
• All support garments worn next to the skin, including but not limited to towels and linens, are non-returnable for hygiene reasons.

Any invoicing discrepancies, shipping issues, or breakage of merchandise during transport must be documented and reported within 72 hours of receipt. Medi-Line Enterprises Inc. will not be held responsible for any claims made after signing for a complete and satisfactory delivery. Please inspect your order thoroughly upon receipt!

Product Warranty : All warranties for our products are provided directly by the manufacturer. These warranties do not cover instances of negligence, misuse, or sabotage.

Medi-Line Enterprises Inc. reserves the right to deny warranty claims if the product has been serviced or repaired by an unauthorized third party not recognized by our company or the manufacturer.

For any warranty-related inquiries, please contact us for assistance.

At Medi-Line Enterprises Inc., we strive to provide a seamless experience for our customers. However, the following policies apply in certain situations:

Store credit Process: Store credit may be issued after consultation with the manufacturer if the product is found to be defective. In such cases, we will notify you and dispatch a replacement product.

Store credit will not be issued under the following circumstances:

1. Items are not in their original condition.
2. Items have missing parts or accessories due to reasons not caused by Medi-Line Enterprises Inc.
3. If products is used multiple times

• Customer-Initiated Returns: If you are dissatisfied with the product and request a return, Medi-Line will issue a store credit after deducting a 5% credit card processing fee. credits are processed after we receive and inspect the returned item. An email will be sent to notify you of the receipt of the returned item and the approval or rejection of your credits.

Late or Missing credits

• If you haven’t received a credits yet, please contact our customer service team at +1.905.238.1500 or via email at sales@medi-line.ca for assistance.

Sale Items

• Unfortunately, sale items are not eligible for returns or store credits.

Exchanges

• We only replace items if they are defective or damaged. If you need to exchange an item for the same product, please email us at sales@medi-line.ca and send the item to:
  1044 RONSA COURT,
  MISSISSAUGA, ONTARIO, L4W3Y4

Gifts

• If the item was marked as a gift when purchased and shipped directly to you, you will receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
• If the item wasn’t marked as a gift or was shipped to the gift giver, the credit will be sent to the gift giver.

Restocking Fee and Non-Compliance

A restocking fee applies to certain returns, as outlined in our return policy. Failure to pay the restocking fee within the stipulated timeframe will result in further action.

Medi-Line Enterprises Inc. reserves the right to forward delinquent accounts to a collection agency to recover any outstanding amounts.

We encourage all customers to review our return and exchange policies thoroughly and ensure compliance to avoid these situations.

For any questions or assistance, please contact our Customer Service team. Thank you for your understanding.