FAQS

Payment Methods  

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

What areas do you ship items to?  

We ship all orders to Canadian addresses free of charge if the value of the order is over $75.00 and eh destination is not to remote. For very remote destinations we will contact you to advise of added costs which you may accept or decline for a full refund.

Shipping to US addresses is possible and the shipping cost will be added during checkout. Again, order to remote locations may incur additional shipping charges which we will advise for acceptance by the customer.

We may be able to ship to other international addresses. Please contact us at 888-235-2701 or send us an e-mail to info@factorydirectmedical.com for a shipping quotation.

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.

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 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 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  

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.

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

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.

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

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.