1.Payment Methods

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

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

4.How will I know if you received my order?

5.How do I cancel an order?


7.Phone Orders

8.Product Back Orders


10.Accuracy of Prices

11.Return Policy

12.Damaged Goods


1. Payment Methods

Presently, the payment methods we accept for online orders are VISA and Mastercard.

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

When you place your order on the Internet, your credit card is not "billed" until your order is actually shipped from our warehouse. 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.

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 processed.

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.

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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.

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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.

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.

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 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

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Product Back Orders:

We reserve the right to substitute your order to a similar item but will honour the price quoted. We strive to have 100% of the items in the online catalogue available to you. We will let you know as quickly as possible if there are any items out of stock by email or contact you directly.

A back ordered 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 back order, 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 back ordered 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.

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In fact, most of the products we sell are not subject to taxation!, but for the few products that are taxable we charge sales tax on orders 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, not where they are ordered from. Customers requesting products be shipped to the United States are not subject to Canadian taxes.

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Accuracy of Prices:

All prices are subject to change without notice.

Every effort is made to ensure the accuracy of the prices posted on FDM's web site. In case of an error we reserve the right to change the pricing. FDM will notify the purchaser of any price changes due to errors prior to processing your transactions.

As to products featured on this website, please note that we make every effort to display as accurately as possible the products that appear on this website. However, the colours and details that you see on your computer monitor will vary depending on your equipment, so we cannot guarantee that your equipment will accurately display the details of our products.

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Return Policy:

Special order 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 manufacturers have final say on warranty claims.

The following products can 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.

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

For more information on our return policies, please visit: http://www.factorydirectmedical.com/returns-and-exchanges.html

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9. 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.