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Customer Service

This page contains the following information:

• How to Order - by Website
• How to Order - by Phone
• Prescriptions
• Order Tracking
• Shipping
• Returns and Exchanges
• Services
• Security and Privacy
• Liability Waiver
• Products

How to Order - by Website

Ordering is easy. Find the product you wish to order by navigating through the website, then select the "Add to Cart" button. Your SHOPPING CART will then appear in the centre of the screen with the item you have chosen. You can either check out now or continue to shop. Once all your products have been added to the shopping cart you may proceed to the checkout by selecting the "View Cart / Begin Checkout" link from the right hand side of any page. At this point you can update your quantities or remove items. Next, simply fill out the form fields and select "review order". After reviewing all the details of your order - applicable taxes, shipping etc. - you can then select "Confirm Order". If you get stuck at any point please email us at info@2care4medical.com or call 613-548-4091 and we can assist you.

How to Order - by Phone

If you're more comfortable shopping by phone please call 613-548-4091 and we can process the order for you.

Please have the following information:

• Item(s) you wish to order
• Email address (if you wish to recieve an invoice via email and tracking information)
• Contact phone number
• Billing address (including the name as it appears on the credit card)
• Shipping address (if different than the billing address)
• Credit card number (VISA, MasterCard or American Express) and expiry date
• Three digit security code (found on the back of the credit card) or four digits on the front of an American Express card

Prescriptions

Fax a copy of your prescription along with your name and order number to: 613-284-0873 and we will subtract the applicable taxes from your order. This applies to support stockings and braces with rigid stays. Also, if you require an invoice, other than the one that is emailed, for insurance purposes, please contact us via email at info@2care4medical.com and let us know whether you would like it emailed as an attachment or mailed as a hard copy.

Order Tracking

Once your order has been completed you will receive an email confirming the details of your order. When your order is shipped you will recieve an email with your tracking number. If your package hasn't arrived 8 business days after your order was placed, please feel free to email us at info@2care4medical.com and we will let you know its status.

Track Your Package with Canada Post

Shipping

Clients will usually receive their products within 1 to 8 business days. Delivery time depends on a number of factors: the distance the client lives from the shipping origin, how close the client lives to a metropolitan area and, in a few cases, whether the item is in stock.

2Care4 Medical Ltd. will do their best to find the lowest shipping price available. The price is calculated using the dimensions and weight of each individual product, plus the destination.

If you would prefer a faster shipping method please contact us directly at info@2care4medical.com and we will work with you to try and find an option that fits your needs.

Free shipping applies to orders over $100 after taxes and shipping fees to most areas of Canada except the territories and some remote northern regions of the provinces. We will contact clients in remote areas if we need to charge additional shipping fees.

Returns and Exchanges

All returns must be clean, undamaged, in original packaging and sent pre-paid to the 2Care4 Medical Ltd. retail location within 30 days of the purchase date.

Please contact us at info@2care4medical.com before you send back your item so we can assign you a Return Authorization Number. Items that are returned to 2Care4 Medical Ltd. without a Return Authorization Number will be refused. You can find our mailing address on the "Contact" page.

No returns on worn or used items. Also, please note that returned items must come from a smoke-free environment.

Due to health-care regulations, we will not accept returns on: sterile products, support items (garments, supports or brace), incontinence products, cushions or pillows.

Some special order items may require a restocking fee.

A refund will be made on the credit card used for purchase minus the original shipping fee.

Retail Location Services

• Free delivery within Smiths Falls town limits – rates start at $40 for outside town limits.
• Free in-store consultations with Registered Nurses.
• Installations of bathroom aids and chair lifts available within a 50 km radius.
• In-home services and consultations available upon request – please call for fees.
• Short and long term rentals on equipment. Call for prices.
• Free in-depth training for Sleep Apnea – CPAP machines.
• Mobility repairs available on and off-site.
• Extended hours on Friday evenings to better serve the customer.
• Certified Medical Ceiling Lift and Wall Lift installers.

Security and Privacy

Clients can feel safe and secure when they shop online at www.2care4medical.com. Our secure electronic payment processor, Canadian owned Beanstream, protects all of our customers and their credit card information with their industry leading 4096 bit encryption and SSL. Therefore, the client's credit card information is NEVER stored on 2Care4 Medical's computers. Beanstream's systems are monitored 24 hours a day by Presinet, a leading firewall monitoring and intrusion detection firm. Any attempts at unauthorized access to their systems are immediately logged and appropriate security measures undertaken. In addition, Beanstream is a level 1 service provider under the PCI DSS (Payment Card Industry Data Systems Security) program and is one of the first payment providers in Canada to have done so. PCI DSS not only examines the security of their systems and firewalls, but also ensures that they have the appropriate hiring, information protection, and administrative policies in place to protect cardholder and account information. For more information about Beanstream, visit their website at: www.beanstream.com

2Care4 Medical Ltd. understands the importance of each client’s privacy and therefore will never send credit card information by email, will not disclose your details to anyone without your permission, nor will we ever sell or trade client information to third parties.

Liability Waiver

All products purchased from 2Care4 Medical Ltd.’s retail location and online store are used at the client’s own risk.

Products

Please be advised that this is online pricing only and in no way reflects in-store pricing at our retail location.

2Care4 Medical Ltd. reserves the right to ship a similar product (same colour, quality, features etc.) from a different supplier if the one online isn't in stock.