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We offer support for our customers Mon - Fri 9:00am - 4:00pm (GMT -4)
Factory Direct Medical
34 Futurity Gate, Unit 15,
What is the shipping cost?
Free shipping in Canada on most orders over $50.00 ($100 for compression stockings), before taxes.
Canada: most items under $50.00 ($100 for compression stockings) before taxes;
Note: For large items and/or shipping to remote areas, additional charges may be required.
U.S. no minimum purchase;
U.S. flat rate $75.00 and up (Ground service)
Most orders are processed within 1-business days from the time of order. The method of shipment determines how long your package is in transit once the package ships. It does not include the time required for Factory Direct Medical to process, package and ship your order (usually 1 day).
What is the delivery times?
Delivery time is dependent on the location of the customer.
For items shipped from our Concord, Ontario office these approximate times exist:
Ground Service - Ontario (1 - 3 days)
Ground Service - Rest of Canada (3 - 7 days)
Ground Service - U.S. (5 - 10 days)
Items shipped directly from the factory will depend on the stock levels at the factory.
You will be sent a tracking number by email as soon as the shipper processes the package.
Alternately, once a tracking number has been assigned, you can log in and find your tracking number in your customer control panel.
If you did not register, and no control panel, you can email us and we can send it to you.
We ship only to Canada and the continental United States at this time. If you live outside these countries, we cannot process your order. We also cannot accept credit cards from outside Canada and the United States, regardless of where the product is being shipped.
All charges on the FDM site are in Candian dollars. Your credit card company will automatically make the exchange at current rates (check with your credit card company for details).
Orders shipped to the United States are not charged Canadian taxes; however, all orders pass through customs and are subject to import duties, taxes, and custom processing fees. These charges will be calculated by the courier and billed directly to you. While these charges are usually relatively small, please be aware that they do exist. An invoice will arrive with your parcel or may follow in the mail. Recipients are responsible for paying these additional fees.
Please note: Factory Direct Medical is unable to provide estimates for any customs fees; check with your local customs office for more information.
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 firstname.lastname@example.org 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.