FAQ

Do you direct bill to private insurance companies?

No, we do not direct bill to insurance companies at this time. It is the responsibility of the customer to check with their insurance before purchasing from our store, if they wish, to determine the requirements for the medical supplies being purchased. We can gladly provide a quote for you if requested for you to provide to your insurance company. We do not assume responsibility for ensuring coverage or the specific requirements for each insurance company.

Where do you ship?

We ship anywhere in Canada. For more information on our shipping, please visit our Shipping & Returns page.

What is your return policy?

For detailed information about our return policy, please visit our Shipping & Returns page.

Do I need to make an appointment to shop at your store?

It depends on the service or product you are inquiring about. Footwear, off-the-shelf compression therapy, most bracing needs, and repeat bra/mastectomy clients do NOT need to make an appointment with us. We DO require appointments for custom insoles, first time or “one on one” mastectomy product fittings, custom compression, custom knee bracing, and custom ostomy/hernia belts. Please reach out to us if you require any of these services and we would be happy to help!

Do I need a prescription to shop at your store or online?

No, you do not “need” a prescription to purchase from our store. However, if you are planning to submit your invoice to your insurance company, most often they will want a prescription from your doctor to accompany the invoice. We also can and will remove HST for appropriate zero-rated or tax exempt products when purchased with a prescription, in accordance with the appropriate guidelines set out by the CRA.

I cannot find the specific item I am looking for, can you special order an item for me?

It depends what you are looking for, but oftentimes- yes we can. It is best to contact us via phone or email with the specific request and we will do our best to get the product in for you. Please note that not all of our inventory or selections available are on our website. If you are wondering about something specific and do not see if (especially for footwear or mastectomy products) please reach out and we will be happy to help!