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Shipping Policy
Physio Store - Our Shipping Policy
As of November 21, 2024: Due to the Canada Post Strike, we will not be shipping using Canada Post. We will use various other shipping companies to ship your orders, including: UPS, ICS Courier, Purolator, Fedex, Canpar, etc.
We also cannot ship to PO Boxes at this time. Please make sure to put an actual address.
We kindly invite you to review our shipping policy. We are proud to provide one of the most competitive shipping policies in the market. Our retail customers are eligible for complimentary shipping on orders over $120 to most destinations in Canada.
Processing Times
All orders require at most 1 business day of processing time to be picked, packed and prepared for shipping.
Orders placed before 1:00 pm EST Monday to Friday are usually shipped same day. Orders placed after 1:00 pm EST are considered an order placed the next day. The day you place your order is Day 0 (so it does not count as a business day towards the shipping timeline as per couriers’ rules). All orders placed after the cut-off time on Friday will be shipped the following Monday. Orders placed on weekends or holidays will be processed the next business day.
You should also note, that in many cases, we are able to deliver the product to you faster than the stated timelines depending on the product you order and your location. Tracking and status emails are automatically sent to you for each change in order status.
Apartments, PO Boxes and Remote Locations
Apartments and PO Boxes
As of November 21, 2024: Due to the Canada Post Strike, we cannot ship to PO Boxes at this time. Please make sure to put an actual address.
Shipments to apartment buildings and PO Boxes are available. However, we ask you provide an alternative address then a PO Box to expedite the shipping time. If we are unsure of your address, we will contact you by phone or email.
Please note, Additional fees may apply for shipments to PO Boxes: You will be contacted by our team after you place your order for any additional charges that may be required before shipment.
Remote Locations
If you are in a remote location, there may be a delay in shipping times due to the courier’s ability to reach those areas. Please allow additional time for orders shipped to rural area addresses as well as the Territories.
Additional fees may apply for shipments to rural area addresses as well as the Territories: you will be contacted by our team after you place your order for any additional charges that may be required before shipment.
Drop Shipping to your Customer / Patient
Customer / Patient Dropship Orders
If you prefer to have items shipped directly to your patient, we are happy to comply. Simply modify the shipping address when placing your order. Add “Sent By” followed by your clinic’s name to the name field. This will inform both your patient and our team that you are ordering on their behalf.
We do not include invoices in our shipments when the “Sent By” has been added to the shipping address; they will be emailed to the account’s email on file when the shipment leaves our facility. The tracking number for the shipment will be sent to the account’s email address. Shipping charges will apply according to the above rates.
Shipping Times & Costs*
We have two low priced flat rate express options, Expedited shipping between $10.99 – $12.99 (Depending on your region) and Express Shipping between $17.99 – $20.99 (Depending on your region) !
We also offer FREE shipping on orders of $120 or more (Retail Customers only) for most items. We also reserve the right to exclude oversized or overweight items from the flat rate or free shipping offers.
| SHIPPING OPTIONS | Under $120 | Over $120 (Retail Customers) |
| EXPEDITED | $10.99 - $12.99 (2 to 7 business days) - Depending on Region | Free (3-9 business days) (In Canada*) |
| EXPRESS | $17.99 - $20.99 (1 to 4 business days) - Depending on Region | Estimate In Cart |
Please allow 1 business day for order processing. Orders before 1:00 pm EST Monday to Friday usually are shipped the same day. Orders after 1:00 pm EST are considered following day orders. The Day you place the order is Day 0 and hence this day does not count as a business day towards the shipping timeline as per couriers rules.
In most cases, we are able to deliver the product to you faster than the stated timelines depending on the product you order and your location.
Update emails will be sent to you over the entire process:
- PROCESSED – Order has been received
- PROCESSING – We are packaging and processing your order
- SHIPPED – Your order has shipped and you will receive a tracking number
- COMPLETE – Your order has been delivered and the order has been closed.
*Certain rural areas as well as large bulky items may incur additional shipping fees. We will call you if this is the case. Some items may not be eligible for free shipping. This fee will be displayed during the checkout process.
Shipping Options
Expedited Shipping
Expedited Shipping will deliver your package using expedtied shipping methods. The Physio Store ships using multiple delivery partners. A carrier will be assigned to your order at time of shipping. Please note that whether you choose Expedited Shipping or Express Shipping, your order will be subject to 1 business day of processing time in our warehouse before it ships.
Express Shipping
Express Shipping is a premium service available to orders shipping in Canada and the USA (excluding remote & airstage locations) that is provided by our shipping partners. After leaving our warehouse, our shipping partners will prioritize your package and work to deliver it as quickly as possible. Please note that whether you choose Expedited Shipping or Express Shipping, your order will be subject to 1 business day of processing time in our warehouse before it ships.
Store Pickup
We offer in store pickup at our warehouse in Komoka, Ontario, Canada (suburb of London, Ontario). You will be notified when your items are ready for pickup and the times of operation!
Free Shipping*
We offer free shipping to most of Canada on orders greater than $120 dollars for our retail customers. We choose the most economical carrier to your location.
We do not offer free shipping for our Healthcare customers due to the size of orders and the discounts we offer. We do have very reasonable flat rate shipping options between $10.99 and $12.99 for most orders!
Methods of Delivery
To give you the best possible service, we use a variety of couriers depending on which best suits your needs. With free shipping, we use the most economical choice for your area. Please note that when the delivery team brings a package to you, a signature may be required to finalize the delivery.
International Shipping
We do ship to the United States with a flat rate of $22.99 on most orders! Unfortunately though, we are currently unable to offer returns!
Cancellations
Should the need arise to cancel an order after you’ve placed it, we will do our best to accommodate your request. Order cancellation is a time-sensitive action, so please do get in touch with our Customer Care team as soon as possible. Click the Contact Us link for ways to contact our Customer Care Team and hours of availability.
Please note, that once your order moves into the Shipping or Completed stage in our warehouse, we will no longer be able to cancel it. Should this be the case, we can help facilitate a return upon delivery (excluding final sale items).
Returns
All shipping charges are non-refundable as per our return policy.