Return and Exchange Policy
The Physio Store Return & Exchange Policy - Leading the Industry
At our company, we strive to ensure that your purchase meets your expectations. To provide you with peace of mind, we offer a low-risk, 30-Day Money Back Guarantee (with only a few exceptions) to allow you an ample amount of time to evaluate whether your health investment is delivering the results you desire. All returnable items must be in new condition with the original product inserts and packaging.
Braces & Supports
The Physio Store offers free returns and exchanges within 30 days of braces & supports to ensure that you obtain the correct size and fit. Only braces & supports that have NOT been worn past the fitting stage, have NOT been customized and are in their original packaging will be accepted for return or exchange.
If your item(s) are deemed returnable, we will provide a free pre-paid return shipping label (via email) .
We value your satisfaction above all, and we believe that our return policy demonstrates our commitment to our customers. If you are unsure if the item you purchased would qualify, please feel free to contact us to see if we can help.
Return and Exchange Exceptions
While many of our products are covered by our industry leading money back guarantee. To maintain hygienic standards in accordance with Ontario Health and Health Canada infection and disease prevention initiatives, a few items are deemed non-returnable.
Currently the following items are not returnable:
- Cold Therapy Units / Products and Accessories
- Heating Equipment & Heating Pads
- Mastectomy Care Products
- Custom Orthopaedic Braces
- Taping Products, Sprays and Gels
- Custom Ordered Compression Therapy Products (20 – 30 mmHg and above)
- Pelvic Floor Exercisers (EMY, Perifit)
- Therapeutic modalities (TENS, IFC, NMES, Electric Massagers, Bone Growth Stimulators and like units)
- Books and various Educational material
- Cervical & Lumbar Traction Units
- Any items marked as non-returnable on the product page.
The following items can only be returned within the first 5 days of delivery:
- Walking Boots
- Crutches / Canes / iWalk devices
All Our Products are Fully Guaranteed Against Defects
Please check your package immediately to be sure your order is correct and items were not damaged. If you receive a defective product or an incomplete order, EMAIL US IMMEDIATELY for prompt action at [email protected]. Please include your name and order number. Damaged or short shipments should be reported within 5 days of receipt. Please keep the box if the item is damaged. If your tracking number shows as delivered but you never received your package, you need to report this within 5 business days. Someone on our customer service team will reach out with further steps.
How To Initiate a Return or Exchange
In Regards to Approved Returns:
If all packaging and instructions are returned along with the item(s) in a parcel box, a full refund will be applied to the credit card that was used to make the original purchase (shipping fees are non-returnable).
All returnable items must be in new condition with the original product inserts and packaging. Returnable items such as braces may be tried on for sizing and fit, but must be unused to be returned or exchanged.
If the items are returned without the original packaging/instructions, or the item(s) were not put within a secondary box/protective packaging for shipment, a 25% restocking fee may be deducted from your refund. Please note, shipping fees are not refundable.
In Regards to Approved Exchanges:
If you have ordered the wrong size or product and require an exchange we will send you a pre-paid shipping label by email to cover the shipping fees. Also note, we cover the shipping fees for the first exchange on your order, if you have multiple exchanges on the same order, you will be responsible for the shipping fees after the first complimentary exchange.
Note: Please return all packaging and instructions and place your item in a suitable shipment box with the pre-paid label attached.
Important Note Regarding Insurance Reimbursement:
We would like to bring to your attention an important note with regards to insurance reimbursement. This is to ensure that we maintain the integrity of our insurance reimbursement process and prevent any fraudulent activities.
We kindly inform you that if we provide you with documentation for the purpose of seeking insurance reimbursement, and you request for cancellation, refund, or return (in whole or in part), we may request documentation or communication from your insurer to verify the status of your reimbursement claim before processing any refunds.
We hope that you understand the importance of this policy to protect both parties involved in the insurance reimbursement process.
Return / Exchange Form
Please confirm that the item you wish to return / exchange is NOT on the list of non returnable items. Please confirm the purchase was within 30 days!
Please fill out the form below! We will confirm the order and the item can be returned and exchanged and then reach out to you within 24 hours. DO NOT RETURN THE ITEM UNLESS YOU HAVE RECIEVED A RETURN MERCHANDISE AUTHORIZATION (RMA) NUMBER!
If your Return / Exchange is approved, we will send you a free pre-paid shipping label to return the item(s).
I Received an RMA Number and Sent My Return. When Will I Get My Refund?
After we recieve your return, we need to inspect the return to confirm it is in the original package and all pieces and instructions have been returned. This usually takes a few days. If all is good, we usually intiate the refund within a few days of recieving your return. If there are issues, we will communicate this to you and possibly charge a 25% restocking fee.
Generally you will see your refund on your original payment method usually about 2-3 weeks after we recieve the return. This is due to the credit card companies policies. The refund will appear on your original payment method.
Please note: We do not refund initial shipping fees.
All orders shipped outside of Canada are final sale and cannot be returned or exchanged. Some items are not eligible to ship outside of Canada. If this is the case, we have the right to cancel and refund your order.
Still Have Questions?
Please do not hesitate to reach out to us through our Contact Us page if you require any further assistance or have any inquiries. We are always ready to provide you with the best possible guidance and service and looking forward to hearing from you. Thank you for your time and support.