Return Information

How To Return An Item

The best way to handle a return is to avoid one all together by being certain of what you are ordering. If you have questions about a product email us before you order: alzstore@shaw.ca

General Policies

All products must be issued a return goods authorization (RA) before they can be sent back. 

Please email alzstore@shaw.ca to request a refund or replacement and include your order number and a telephone number as well as the reason you want to seek a refund or replacement. 
We will verify your order's return eligibility and approve the return if appropriate.

We do not accept returns for orders after 30 days of receipt of order. Most items may be returned within thirty (30) days of receipt - please see list of items below not eligible for a return. Items must be returned at the customer's expense in their original packaging and meet the following conditions:

Product must be in new condition.
Product must be returned in its original packaging UNOPENED & a 25% restocking fee does apply. Please use Canada Post with a tracking number to ship this back to us; we cannot guarantee receipt of the return without a tracking number. Return shipping cost is up to the customer.

Items must meet the following conditions:

• Product must be in new condition

• Product must be returned in its original packaging, must be unused and be returned with all cords, attachments and instructions/documentation.

• A Return Authorization (RA) must be requested using the form above within thirty (30) days of receipt

• Once an RA has been issued, products must be returned seven (7)  days

• No return will be acted on without a Return Authorization number clearly displayed on or in the return package.
• Please use Canada Post with a tracking number to ship this back to us; we cannot guarantee receipt of the return without a tracking number. Return shipping cost is up to the customer.

We reserve the right to modify any of these policies at any time.

Defective Products

Please test all products upon receipt. Products that are defective must be reported within ten (10) business days of receipt to alzstore@shaw.ca. It is our policy that defective products will be replaced, not refunded. The return shipping of the defective product is our responsibility. We will email you a pre-paid Canada Post Shipping Label for you to ship it back to us. You must ship the defective item back to us within 7 days of receiving the Canada Post Pre-Paid Label or the label will be canceled, and it will be deemed that the product is no longer defective.

 

Restocking Fees

If your order is eligible for a refund, and products are verified to be in new, unused condition, with all product wrappings and items included, we will issue a refund minus a 25% restocking fee. All original shipping and handling charges are non-refundable.

If you find that you need to return an item for replacement or refund, please review the complete details of our Return Policy to determine if any special return conditions apply.

If your product is eligible for a refund, when we receive your items back and they are verified to be in new, unused condition, with all product wrappings, cords, instructions, etc and items included, we will issue a refund minus a 25% restocking fee. If a package is returned damaged , incomplete, or in un-sellable condition, it will not be approved for a refund and will be shipped back to you.

We ship via Canada Post. If you are not home at time of delivery Canada Post will leave you a delivery notification. You are responsible for picking up your order within the allotted time given by Canada Post (two weeks). We recommend contacting Canada Post to ask them to hold the order for you if you are not able to pick it up within two weeks. If you do not pick up your order within their two-week time frame & Canada Post ships it back to us, you are responsible for all charges we incur by Canada Post to return the order as well as a 25% restocking fee on your order. This amount will be deducted before a credit is issued for the purchase price of the order.

 

Category and Product Specific Policies

Medication Dispensers
All medication dispensers are non-returnable for the health and safety of our staff.

Blankets, Plush Items, Muffs, Dolls, Pets, Activity Pillows, Clothing and Activity Aprons

ANY PRODUCT THAT CONTAINS FUR OR FABRIC are final sale and not eligible for returns or refunds. This policy stands regardless of if the item was opened and no exceptions are made. If you are unsure whether one of these products is going to meet your needs, please email: alzstore@shaw.ca with questions before ordering.

Music (mp3) pre-installed on the Music Player is not refundable and will be deducted from the purchase price if a music player is returned.

Dial-less Telephone will not be issued a refund if it does not ‘RING’ in your home/facility. This product clearly states that it needs a regular landline, not a VOIP or Internet phone connection to ring.  All phones are checked in our warehouse before shipping.

Murals are not returnable or refundable.

Bathroom, Bathing & Dining Related Products
Bathroom, Bathing and Dining related products, including the Automatic Faucet Shut-Off,  are non-returnable due to hygienic reasons.

Books, DVDs, CDs, Digital Music & other Media
All books, DVDs, CDs , USB’s and digital or print media items are non-returnable.


All Other Product Categories

Please email us to verify the return period allowed on your product and then arrangements can be made to return the product for a refund. Products must be unused and in new condition with all accessory items and product packaging.

If you want to cancel items that have not yet shipped, please email us  immediately. Sorry, we cannot cancel an item once it has shipped. Any shipping damage or order discrepancies must be reported within 5 days of delivery.


Please note that our products are not a substitute for full time supervision and monitoring of your loved one or patient but are designed to augment the personal supervision of a caregiver.