Frequently Asked Questions
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We at UHS Canada have you covered! We wont let anyone know you've ordered anything for your pelvis... as a matter of fact we don't even have "Urology Health Store Canada" on our labels or boxes! We ship this through our parent company Remington Medical. Everything is packaged professionally and discreetly.
You may have already heard of our parent company Remington Medical! We have been helping and collaborating with the top Canadian pelvic health therapists for over 20 years ! Contact us today or visit our website: www.remingtonmedical.com and we will be happy to help you and your clinic!
We ship right across Canada - Every province and territory!
Orders typically take 24 hours to process and ship. We know how important your health is and we want you to get your product in your hands as soon as possible.
Shipping times will vary depending on your location and method of delivery. Should the item(s) you have ordered be out of stock, a customer service representative will get in touch with you!
Orders over $95.00 are eligible for free shipping! The standard shipping fee for orders less than $95.00 is a $15.00 flat rate.
Our primary courier is Canada Post and our secondary courier is UPS. Our attentive warehouse and customer service team decides who to ship with once your order is place! Rest assure we try our best to get you your package as quickly as possible !
Yes. Once your order has been shipped , you will automatically be sent a tracking number from either Canada Post or UPS through our automated system.
Yes. Your province’s applicable taxes will be added to your order at the checkout.
If you receive incorrect merchandise as a result of our error, we will pay for the return shipping expenses (no restocking fee will be applied) and we will get the correct item to you as quick as we can! Contact us as soon as possible to get this process started.
Our team takes extreme care when packing each and every product(s).We understand that shipping companies can make mistakes and a package can be damaged on the way to your location.No need to stress we have you covered! Please report any damaged goods to us within 24 hours of receiving the product. You can do so HERE. We ask you to take photos of both the damaged product and box and send them over our way.
If our team determines that the damage is severe enough for an exchange we will send out a new product to you as soon as possible.If you happen to notice the shipment is damaged when the courier is dropping your package off please be sure to write “may be hidden damages” when signing for it.
Yes of course! We please ask you to contact us as soon as possible. Our team has very fast turnaround and sometimes if we are not informed early enough your package may have left our facility.
Please contact info@urologyhealthstore.ca or contact us through our website message form.
If your product is unopened and still in the original packaging you can send it back to us for a full refund or exchange. Use extra caution when packing to avoid damage, as we are not responsible for a returned product that is damaged during shipment. Please check out our return procedure here. Since this is a pelvic health store, once you've open the package the product is yours! As much as we would love to share, no one wants a used pelvic health product ! All returns of new and unused items must made within 30 calendar days of receipt of goods. We ask you to do your due diligence and make sure you are ordering something that is right for you. Please read all the product information and shop smart! We always advise our customers to talk to a pelvic health therapist or health care provider to help you choose a product that is right for YOU! If you need any general help please contact us at any time
To request a return, contact us , phone us at (905) 470-7790 or email us: info@urologyhealthstore.ca with your order number, reason, and photos of the damaged/defective product.
Returns must be requested within 30 days of receiving the product(s). Product must be un-opened.
Yes you can return the item if the it is in its original package, un-opened, with seals intact. In this case, a 20% restocking fee will be applied on all products.
Contact info@urologyhealthstore.ca or at (905) 470-7790 with your order number, description, and photos of the damaged or defect. We will then assist you return or replacement process.
Yes, you can return items in-store. If you want to return the item(s) in-store, you must present the un-opened, un-used product with seals intact. Please note, our return policy highlights that opened items cannot be returned due to sanitary reasons.
Yes, certain items are final sale, such as lubricants and clearance items. For more details or inquiries, email us at info@urologyhealthstore.ca or call us at (905) 470-7790
Once a product is opened and the protective seal or plastic is taken off, we are unable to accept a return. If you are unsure about a product, please contact a healthcare professional before purchasing.
Unfortunately, we are unable to accept returns for pelvic health products that have been used. We strongly advise seeking guidance from a pelvic health therapist to determine whether the product is suitable for your body before making a purchase. Please note that products that have been used are considered final sales due to sanitary reasons.
To qualify for a full return, the product must remain in its original packaging with all seals intact and should not have been opened.
In most circumstances returns are to be paid by the customer . We offer a prepaid return labels based on the situation and reason for return ie. manufature defect. Contact: info@urologyhealthstore.ca or (905) 470-7790 for assistance
Once the item is received by our warehouse team and inspected, your return credit will be issued within 2-3 business days.
Exchanges can be made within 30 days on all un-used, un-opened, sealed products. A 20% restocking fee MAY be applied.
If you wish to cancel, please inform us at your soonest convenience through our contact page, email: info@urologyhealthstore.ca or telephone: (905) 470 -7790 We will then instruct you to return the unopened, un-used item. Once the item returns to our warehouse, we will issue a refund.