Return and Exchange Policy

The Physio Store Return & Exchange Policy - Leading the Industry

Physio Store Fit Guarantee

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.

We value your satisfaction above all, and we believe that our return / exchange 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 within 30 days.  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, Taping Products, Sprays and Gels, Compression Therapy Products (if opened and used), 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, POWERbreathe  Products – if used (the seal has been broken), Pillows, Lumbar and Cervical rolls, 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.

Returns and Exchanges - We Pay the Return Shipping!

Try it out.  Not satisfied?  Returns and Exchanges are easy.  Our low-risk, 30-day money-back guarantee (with only a few exceptions) gives you enough time to determine if your investment in your health is delivering the results you expect and deserve.  If your request to return / exchange an item is approved, we will send you a prepaid return label, that you would print out and attach to the original box (please remove old shipping labels or put the new label over the original label).  


How To Initiate a Return or Exchange

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 keep everything in ‘like new’ condition.  For a full refund, return the product, all packaging, and instructions in like-new condition, packed within a secondary box. If the original packaging or instructions are missing or damaged, or if the items are not in ‘like new’ condition, packed in a secondary box, a restocking fee of up to 25% may be deducted from your refund. 

Altered products, missing components, or items packaged using the product packaging as the parcel box will not be accepted for return. You will be contacted about return shipping fees if your item cannot be accepted. 

If we do not hear back within 30 days, you authorize us to dispose of the item on your behalf. Note that bubble wrap, Kraft paper, or bags are not considered sufficient protective packaging. 

If you had free shipping due to purchasing over the minimum and returned items for a refund making the initial order less than the minimum for free shipping, it is our policy to charge the the standard shipping rate.   This will be deducted from the returned item.


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 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 24-48 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).   

Please enable JavaScript in your browser to complete this form.

Order Information

In order to process your return or exchange we need to have your ordering information. You will be able to find this from an email or the pdf invoice that was sent to you when you first placed the order. Please check our return and exchange policy and confirm your product(s) can be returned / exchanged. If you are able to, you have 30 days from the arrival of your product to return or exchange it. If you are not sure, fill out the form and we will look into it and get back to you!
Return Or Exchange?
Provide the sku number, description of each item you would like to return / exchange, separate each item by a semi colin ( ; ).
Click or drag files to this area to upload.You can upload up to 5 files.
How would you like us to communicate with you?

I Received an RMA Number and Sent My Return. When Will I Get My Refund?

After we receive 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 initiate the refund within a few days of receiving your return.  If there are issues, we will communicate this to you and possibly charge up to a 25% restocking fee.  

Generally you will see your refund on your original payment method usually about 2-3 weeks after we receive 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.

International Orders

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.