FAQS

Payment Methods  

Presently, the payment methods we accept for online orders are Visa, MasterCard, American Express, Discover, Diners Club, EnRoute and JCB.

What if my shipping and billing addresses are different?  

  1. Access shipping methods via the Shopping Cart section.
  2. Fill in your shipping address information and add Air Miles number, if applicable.
  3. Attach a prescription for compression stocking orders if you desire a tax refund.
  4. Choose preferred shipping method and click “Next”.
  5. Choose “Credit Card Payment”
  6. Look for a checkbox that reads “My billing and shipping address are the same.”
  7. Uncheck this box to enter a separate billing address.
  8. Click the Update button after all information has been added.
  9. Enter credit card information and click Place Order.

What areas do you ship items to?  

Canadian Orders

All orders are now shipped free within Canada (remote locations excluded) We also offer expedited shipping for a flat rate charge of $30.00 across Canada for those wishing the fastest shipping method.

Customers placing orders to be shipped to a remote address will be notified if additional shipping charges are required, and given the option of continuing with the order, or canceling for a full refund.

US Orders (All prices are in Canadian Dollars. Actual costs will depend on the current exchange rate.)

Orders under $500.00 shipped to the United States will incur a flat rate charge of $75.00.

Orders Over $500.00 shipped to the United States will incur a flat rate charge of $150.00.

These charges are an estimate that may not cover the cost of delivery for all locations. Should these flat rate shipping fees not cover the shipping costs, the purchaser will be notified of the additional fees required and given the option of accepting the additional shipping costs or refusing for a full refund.

International Orders

Our website will not accept orders for shipments outside Canada and the USA however we are happy to ship purchases all over the world. The costs and availability for this service will vary from region to region.

For customers wishing to have an order shipped to an international address, please contact us at 1-416-739-8393 or send us an e-mail at info@factorydirectmedical.com for a shipping quotation and to work out payment details.

How will I know whether or not my order has been approved for credit and shipped?  

Most orders are approved for credit; if there are any problems, our credit department will attempt to get approval from your credit card provider first, without bothering you with a phone call. Otherwise, the credit department will call you and let you know as soon as possible so you can decide on another method of payment. You will receive an email when your order has been shipped.

How do I get in touch with you if I have a problem with my order?  

Please call us at 888-235-2701 or send us an e-mail to info@factorydirectmedical.com and a customer service agent will assistance with your order.

How will I know if you received my order?  

When you place an order for delivery, you will receive confirmation of your order via e-mail once your order has been approved.

The confirmation will contain the expected delivery date, your shipping address, your order number and any other changes to your order.

If there are any problems with your order that we need your help to resolve, we will contact you by phone. If we can't reach you right away, we will contact you by e-mail.

How do I cancel an order?  

To cancel an order, call us right away at 888-235-2701 or send us an e-mail to info@factorydirectmedical.com and they will give you further information.

Warranties  

Factory Direct Medical honours all products covered under manufacturer's warranty. To determine your products warranty, please refer to what is stated in the online user instructions and warranties card or the user instructions and warranty that came with your product. If you have any questions about warranties, please call or email us - we're happy to help.

EZee Life brand products:

Have a Limited Warranted for one year from the date of purchase against faulty workmanship or materials.” to “Enjoy a limited warranty for one year from date of purchase to guard against faulty workmanship and/or materials.”

In the event of a defect covered by this limited warranty, we will, at our option, repair or replace the device. Please contact your supplier/dealer should a fault occur.

The warranty does not extend to the consequential costs resulting from fault clearance, in particular freight and travel costs, loss of earnings, expenses, or normal wear and tear. The warranty does not extend to non-durable components, such as rubber accessories, casters, and grips, which are subject to normal wear and need periodic replacement.

The manufacturer will not accept responsibility for any damage or injury caused by misuse or negligence or non-observance of the instructions set out above.

Phone Orders  

If you are uncomfortable ordering products through the Internet, feel free to email, mail or phone us with your order. Our hours and contact information are as follows: 34 Futurity Gate, Unit 15, Concord, ON L4K 1S6 Canada Email: info@factorydirectmedical.com Local: 888-235-2400 Hours: Monday-Friday 10:00am-4:00pm

Product Back Orders  

We reserve the right to substitute your order for a similar item while still honoring the quoted price. We attempt to maintain stock of all items in our online catalogue, and we will let you know as quickly as possible if there are any items out of stock by, either via Email or direct contact.

A backordered product is one that is not currently in stock, which we expect to have available within two to six weeks.

When you purchase a product on backorder, we will ship the item within 2-6 weeks and notify you by email when your order has been shipped. Once the order is shipped, your credit card is charged for the purchase and shipping cost.

If you order a combination of in-stock and back ordered products, we inform you of the items that are on back order. You then have the option to split ship your order or wait for all products to arrive prior to shipment. In the event that you choose to split ship, we charge your credit card for the in-stock items and the shipping cost. The back ordered items are shipped within 2-6 weeks at no additional shipping cost. We send you an email notification when we ship the remainder of your order, at which time your credit card is charged for the back ordered items.

To cancel a backordered product, simply email info@factorydirectmedical.com with "Cancel Back Order" in the subject line. Please include all of your contact information with specific instructions in the body of your email. Also, you must email us your order number.

This number can be found in your confirmation email from us or in the packing slip that came with your first shipment of in-stock items. Alternatively, you can also find this order number on the Factory Direct Medical website by clicking My Account and logging in to your order history.

Please note: If we must cancel your back order because products become unavailable, we will email you.

Taxes  

Most of our products are not subject to taxes, but we charge sales tax on a select few based on the destination of the order, in accordance with Federal and Provincial tax laws. Taxes are calculated based on where products are shipped to, rather than where they are ordered from. Customers requesting products be shipped to the United States are not subject to Canadian taxes.

For items that are taxable, but tax exempt with a prescription, you will have the opportunity to upload your prescription during the checkout process, whereby we will refund your taxes within 3 to 7 business days of placing your order.

Accuracy of Website & Prices  

All prices are subject to change without notice.

Every effort is made to ensure the accuracy of the FDM web site. In case of an error, we reserve the right to cancel the order or modify the pricing. FDM will notify the purchaser of any price changes due to errors prior to processing your transactions. Customers will be provided a full refund in cases where they do not accept the correction.

As to products featured on this website, please note that we make every effort to display as accurately as possible the products that appear.

Order Cancellations  

We reserve to cancel orders due to incorrect pricing, product unavailability, extreme shipping costs or other reasons. Those whose orders have been cancelled will receive notification and a full refund and, if possible, an alternate option.

Return Policy  

Special order and personal care items are not returnable:

Special Order Items:   Personal Care Items:
  • Stair lifts
  • Porch lifts
  • Pool lifts
  • Scooter lifts
  • Wheelchair lifts
  • Modular ramps
  • Massage chairs
 
  • Electrodes
  • Compression stockings
  • Incontinence products

 

In the event of problems with workmanship or quality of materials on special order items, we will work with the customer and manufacturer to find a solution.

The following products can be returned or exchanged:

All EZee Life products can be returned within 7 days as long as they have not been opened or used. A minimum of 25% restocking fee plus all freight costs will be incurred.

Returns and exchanges must be pre-authorised by Factory Direct Medical prior to shipping, must include original packaging and must be in a resalable condition.

Damaged Goods  

If your order arrived damaged, please return it immediately. If the error is ours, you will not be charged for additional shipping costs. We will then re-send your new order at no cost to you.