Shipping & Returns

Order Placed

Place your order online and enjoy fast and free shipping on eligible Canadian orders over $89!

Order Confirmed

Our team has successfully received your order and confirmed all details with you via email.

Order Processing

Your order is being picked, packed, and prepared for shipping by our warehouse team.

Order Shipped

We've shipped your order! You'll receive an email notification which will include your tracking number.

Shipping Information

How much will it cost to ship my order?

Within Canada, most orders $89 or more, before tax and after discounts, qualify for FREE shipping (some restrictions apply).

We can ship to virtually any address in Canada or the United States.

* There are restrictions on free shipping for remote locations and excessively heavy items. Please see remote shipping rates below.

If there are additional fees for weight, these fees will be noted on product detail pages. To reflect the policies of the shipping companies we use, all weights will be rounded up to the next full pound.

Shipping within Canada

• Orders $89 or more, before tax and after discounts, qualify for free shipping.
• Orders up to $89 before tax and after discounts have a shipping fee of $9.95.
• Some remote areas may incur additional shipping charges.

Shipping to the United States

• Orders up to $150.00 before tax and after discounts have a shipping fee of $39.95. **
• Orders between $150 to $300 before tax and after discounts have a shipping fee of $59.95. **
• Orders greater than $300 before tax and after discounts have a shipping fee of $79.95. **

** Orders to the US may be subject to Customs and Duties fees. For information on Customs and Duties fees, please contact your local customs office.

** Heavy or oversized items may be subject to additional shipping fees. If additional fees apply, one of our Customer Service Specialists will contact you with the actual rate before proceeding with the order.

* Remote areas in Canada that incur additional shipping

Canada Post provides a list of remote postal codes that incur additional shipping. The chart of postal codes effected can be found in Canada Posts Delivery Standards Guide in Section 2.5 Table 8, found here. charges additional shipping for rural areas based on the value of the order as follows:

Remote area order value (before tax):

• $0 to $89.99  ($29.00 Shipping Charge)
• $90.00 to $299.99 ($45.00 Shipping Charge)
• $300.00 to $499.99 ($59.00 Shipping Charge)
• $500.00 to $799.99 ($75.00 Shipping Charge)
• $800.00 to $1,199.99 ($99.00 Shipping Charge)
• $1,200.00 + ($119.00 Shipping Charge)

How long will it take to receive my order?

All orders require 1-3 business days of processing time to be picked, packed and prepared for shipping, unless otherwise noted on the product page of the item(s) you've ordered.

The estimated shipping time for regular post is 2 - 10 business days after your order leaves our warehouse and is dependent on your region (Please note that the shipping times do not include processing time).

Our warehouse is closed on statutory holidays. No shipments will be made on these days.

* Canada Post Shipping times may vary during high-volume periods such as the holidays.

An expected delivery is an estimate based on where it is in the Canada Post network. The date and time are not guaranteed and can be impacted by factors such as weather, traffic, and parcel volume.

How do I check the status of my order?

As soon as your order is placed, you will be charged at the time of purchase. You will then be sent a confirmation email that includes your invoice and order details.

When your order has shipped, you will receive an email notification from us which will include a tracking number and shipping information you can use to check its status. Please allow a few days for the tracking information to become available. A final email will be sent to you once we know that the courier has successfully delivered your package.

You can also manage and track your order here.

If you haven’t received your order and your delivery estimate has passed, please contact us with your name, contact information, and order number, and we will look into it for you.

Can I pick up my order in store?

Skip the shipping fees with free local pickup at our showroom in Surrey, British Columbia! Please reach us via phone, live chat, or email to arrange the pickup of your order.

Refunds, Returns, and Exchanges

What is your return policy?

Sanitary Return Policy

We are unable to accept returns of any opened or used product that cannot be properly sanitized. This includes (but is not limited to) any products that have cloth, foam, mesh, or any porous material. Please contact Customer Service to see if you are eligible for a return.

Return Policy + 30-Day Money-Back Guarantee

• You may return most new, unopened items within 30 days of delivery for a full refund (* Some exceptions apply: please see exceptions below). Please note we do not cover return shipping costs on items that are no longer needed or wanted.
• New, unopened items returned after 30 days of delivery may be subject to a 10% restocking fee.
• If the return is a result of our error (you received an incorrect or defective item, etc.), we will cover the return shipping costs. There will be no restocking fee.
• We will not accept returns on product that has been opened and used.
• We will not accept returns on product that is missing the serial number or UPC.

* Please note – Once an order has been shipped to you from our warehouse, the order cannot be cancelled. You will need to contact us to initiate the return.

* Warranty is within 30 days of unopened products. Opened or used products, or any items marked as non-refundable/Final sale are not within our return guidelines. We are currently unable to accept returns from US locations.

* We are not able to provide technical services. With proper images and/or videos we may be able to reach out to the brand to request a replacement part, return will be dependent on the brand’s response. Product may not always be available for a faulty/defective item replacement if outside of our purchasing warranty of 30 days.

What is the procedure to get a refund?

If you need to return an item, please contact us with details about the product you would like to return including:

• Order number
• Description of item(s) for return
• Reason for the return

Once we confirm the products are acceptable for return, one of our Customer Service representatives will respond with instructions for how to return items from your order.

* Please Note: If you return an order without first contacting us, you will not be eligible for an exchange or refund.

How long will it take to receive my refund?

You can expect to receive your refund within four weeks of giving your package to the return shipper, however, in many cases you may receive a refund sooner. This time period includes the transit time for us to receive your return from the shipper (5 to 10 business days), the time it takes us to process your return once we receive it (3 to 5 business days), and the time it takes your bank to process our refund request (5 to 10 business days).

What are your product return exceptions and guidelines?

Please see below for our product return exceptions and guidelines about returnable conditions.

Final Sale - No Return

• Special/Custom Order
• Incontinence (pads, diapers, bed pads/mattress protectors)
• Swimwear, Bathing Suits & Panties
• Face Masks & PPE

Sealed in Original Packing (Never Opened)*

• Bath, Shower, Bathroom Safety
• Foot Baths/Spas
• Bedding (pillow, sheets, blankets)
• Breast Pumps & Accessories
• Dr. Ho Products
• Thermometers

Original Packaging, No Wear Marks*

• Rollator, Walker, Wheelchair

Tags On, Original Packaging, No Signs of Wear*

• Amoena Bras & Shirts