Frequently Asked Questions

Yes. Our labels and boxes never say “Urology Health Store Canada.” Orders ship under our parent company, Remington Medical, in plain, professional packaging with no marketing on the outside of the box or envelope.

Yes. Our parent company, Remington Medical, has worked alongside Canada’s pelvic floor therapists and urologists for over 20 years. Contact us or visit remingtonmedical.com and we’ll be happy to help you and your clinic.

Right across Canada, to every province and territory.

No, we only ship within Canada. If you need help finding a US-based distributor for one of our products, contact us and we’ll gladly point you in the right direction.

Orders typically take 24 hours to process and ship. Delivery time after that depends on your location and shipping method. If anything you ordered is out of stock, a customer service representative will get in touch with you.

For more details, see our shipping policy.

Orders of $125 or more ship free across the provinces. Orders under $125 ship for a flat rate of $15.00.

Orders to Yukon, the Northwest Territories and Nunavut ship for a flat rate of $29.95, whatever the order total.

Our primary courier is Canada Post and our secondary courier is FedEx. Our warehouse team chooses the courier for each order based on what will get it to you fastest.

Yes. Once your order ships, you’ll automatically receive a tracking number by email from Canada Post or FedEx.

Yes. Your province’s applicable taxes are added at checkout.

Yes, please contact us as soon as possible. Our team turns orders around quickly, so if we hear from you late, your package may already have left our facility.

It depends on the size of the product. Most products ship in an eco-friendly padded envelope. Fragile or larger items ship in a properly sized box. Everything is packed with care to avoid damage in transit.

If we sent the wrong item, we’ll cover the return shipping (no restocking fee) and get the correct item to you as quickly as we can. Please contact us as soon as possible to get started.

We pack every order carefully, but packages can occasionally be damaged by the carrier. Please report any damage within 24 hours of receiving your order through our contact form, and include photos of both the damaged product and the box.

If our team determines the damage warrants it, we’ll send you a replacement as soon as possible. If you notice damage when the courier drops off your package, write “may be hidden damages” when you sign for it.

Email info@urologyhealthstore.ca, call (905) 470-7790 or send us a message through our contact form.

Yes, if the product is unopened, in its original packaging with all seals intact, and you request the return within 30 days of receiving it. You can choose a refund or an exchange. Returns for a change of mind carry a 20% restocking fee.

Because these are pelvic health products, we can’t accept returns once a package has been opened. Please read the product information carefully before ordering, and we always recommend speaking with a pelvic health therapist or healthcare provider to choose the product that’s right for you.

Contact us, call (905) 470-7790 or email info@urologyhealthstore.ca with your order number and the reason for your return. If the product is damaged or defective, include photos. Please reach out before sending anything back, as items returned without a return request can’t be accepted.

Yes. Returns must be requested within 30 days of receiving your order, and the product must be unopened.

Yes, as long as it’s in its original packaging, unopened, with the seals intact. A 20% restocking fee applies.

Email info@urologyhealthstore.ca or call (905) 470-7790 with your order number, a description of the problem, and photos of the damage or defect. We’ll walk you through a return or replacement.

Yes. In-store returns follow the same rules: the product must be unopened and unused, with the seals intact. Opened items can’t be returned for hygiene reasons.

Yes. Lubricants and clearance items are final sale. For questions about a specific product, email info@urologyhealthstore.ca or call (905) 470-7790.

No. Once the protective seal or plastic has been removed, we can’t accept a return. If you’re unsure about a product, please check with a healthcare professional before you buy.

No. Used pelvic health products are final sale for hygiene reasons. We strongly recommend asking a pelvic health therapist whether a product suits your body before purchasing.

It must be in its original packaging, unopened, with all seals intact.

In most cases, return shipping is paid by the customer. We provide prepaid return labels in some situations, such as a manufacturer defect. Contact info@urologyhealthstore.ca or (905) 470-7790 for help.

Once our warehouse team receives and inspects your return, your credit is issued within 2 to 3 business days. Your bank or card provider may take a little longer to post it.

Yes, within 30 days, for products that are unused, unopened and sealed. A 20% restocking fee may apply.

Yes. Let us know as soon as you can through our contact page, by email at info@urologyhealthstore.ca or by phone at (905) 470-7790. We’ll ask you to send the item back unopened and unused, and we’ll issue your refund once it arrives at our warehouse.