Please Note: Due to Canada Post disruptions as well as Black Friday/Cyber Monday Sales, UPS orders may experience slight delays

SHIPPING

Orders placed before noon EST and which contain only in-stock items ship the same day! Excludes weekends and holidays.

Healthwick offers 3 ways to get your order - shipping with no carrier preference, shipping with your preferred carrier, or pick up at our office in Oakville, Ontario. 

1) Flat Rate Traceable Shipping - No Carrier Preference

Healthwick ships via Canada Post Expedited Parcel Service or UPS depending on where you live, with no signature required. Orders generally arrive in 1-8 business days after leaving the warehouse, with next-day delivery to some areas of the GTA.

 

Area	Normal Shipping Times	Flat-Fee From...
ON	1 to 3 Business Days	$12
QC, MB, AB, SK	3 to 5 Business Days	$15
BC, NB, NS, PE, NL	4 to 6 Business Days	$18
Territories, Nunavut	Please call for a Quote	n/a

 

Your order includes online tracking with shipping and delivery notifications, and no signature is required for your order.

* Please note that very rarely some remote or difficult to reach addresses (as determined by our carriers) may not be cost-effective or time-effective to deliver to. In this case, our friendly Customer Service team will contact you to offer you alternatives or a full refund.

 

2) Flat Rate Traceable Shipping - Preferred Carrier

Customers who prefer one carrier over the other also have the option of choosing Canada Post or UPS for an additional charge. Shipping will still take 1-8 business days after leaving the warehouse, with no signature required.

Please note that UPS is not available for:

• PO Boxes
• Select Rural Addresses

If your address is ineligible for UPS shipping or your preferred carrier informs us that your address won't be cost-effective or time-effective to delivery to, our friendly Customer Service team will contact you to offer you alternatives or a full refund.

3) Pick-Up At Healthwick Office - Ontario ONLY 

Customers in Ontario also have the option of picking up their order at the Healthwick office, located at 1360 Speers Rd in Oakville, ON with a $2 handling fee.

Please wait to receive the confirmation email that your order is ready for pickup before coming to our office. Unfortunately, if you arrive before the order is ready, we will not be able to accommodate you.

In-stock pick up orders placed before 12pm EST are generally available for pick up the same day after 2pm EST.

Please note, pick up orders may be in manufacturers boxes unless requested otherwise. If you require faster service, please give us a call toll free at 1-877-775-6656 (Monday to Friday, 9am to 5pm EST) and we will make every effort to accommodate you.

Orders which are not picked up within 15 business days of notification are automatically cancelled with a restocking fee of 25%. If you will be more than 15 business days to pick up your order, please contact us to make arrangements.

 

If you're not at home...

If you're not home, both Canada Post and UPS will attempt to leave the package in a secure location, such as an enclosed porch or side door. If you are not home or there is no secure location (such as an apartment lobby), Canada Post will leave a card letting you know from which local post office you can retrieve your parcel for up to 14 days. UPS will also leave a card with a number to contact where you can reschedule the delivery date, arrange to pick up your shipment at a UPS Customer Centre, have your shipment delivered to a different address, or to return the shipment to Healthwick. If the package is sent to the nearest UPS centre you must pick it up within 5 business days.

Both Canada Post and UPS will only make 1 delivery attempt. If your parcel is returned to us unclaimed, we will call you to have the package reshipped (with an additional shipping charge) or refund the cost of product less shipping fees. You will still be responsible for our original shipping costs and the return shipping charges. Please contact us if you have any questions at 1-877-775-6656.

 

Incorrect Address

The purchaser is responsible for ensuring that the shipping address entered at the time of purchase is accurate. Healthwick is not responsible for orders shipped to an inaccurate address. If the package is returned to Healthwick, we will contact you to correct your address before a second delivery attempt is made and you will need to pay shipping again. You will also have the option of a refund less shipping fees. You will still be responsible for our original shipping costs and the return shipping charges. Please contact us if you have any questions at 1-877-775-6656.

 

RETURNS

Returns - Incontinence, Nutrition & Home Care

Healthwick is committed to ensuring the highest level of sanitation and hygiene for our products, as they are intended for personal health care use.

For this reason, we are unable to accept returns of any product, opened or unopened. This policy ensures the sanitation of all products in our warehouse. This includes products that have been changed by the manufacturer as this is beyond our control. 

If you have received an order which is damaged or faulty, please contact us  at help@healthwick.ca or call toll free 1-877-775-6656 and we would be happy to discuss replacement options. Please note that for quality assurance reasons, we may ask for photos of the damage or fault. 

Returns - Adaptive Clothing

At Healthwick, we want you to be completely satisfied with your new clothing purchase. That's why we offer a 30-day return policy on most items. However, please note that certain items are excluded from this policy.

Excluded Items:

1. Sale items at a discount of 40% or more.
2. Clearance Items.
3. Sale items that fall between a discount range of 10% to 25% are eligible for return.

Final Sale Items: Please be aware that items discounted by 40% or greater and clearance items are considered FINAL SALE and are not eligible for a refund.

Return Shipping: Healthwick does not provide return shipping labels, and we do not cover the shipping costs associated with returned items. You are responsible for shipping your items back to us.

Return Address:

Healthwick Attn: Clothing Returns
Unit B - 1360 Speers Road
Oakville, Ontario L6L 5V3

Eligibility Criteria: To qualify for a return or refund, your items must meet the following criteria:

1. The items must have been purchased within the last 30 days, unless holiday season extensions apply.
2. Items must be in unused, unworn, and unwashed condition.
3. The retail tags must still be attached to the items.
4. Items must not be labeled.
5. Items must be free from offensive scents, such as smoke, pet, or body odors.
6. Items must not have been discounted by 40% or greater at the time of purchase.

How to Initiate a Return: If your product meets these eligibility criteria and you would like to initiate a return, please get in touch with us. We are here to assist you with the process.

At Healthwick, we value your satisfaction, and we aim to provide you with the best shopping experience possible. If you have any questions or concerns about our return policy, please don't hesitate to contact our customer service team.

Thank you for choosing Healthwick for your adaptive clothing needs. We appreciate your business!

Frequently Asked Questions (FAQs)

Q: "Do you ship outside of Canada?"

A: Yes, please visit Healthwick USA, which ships across the US. If you're looking to have adaptive clothing shipped to the US, please visit our sister company Geri Fashions. 

Q: "Why don't you have flat-fee shipping to Canadian territories?"

A: Unfortunately, the high cost of shipping to these areas means that we're unable to establish a flat-fee price that would be accurate for the wide range of order sizes we typically see. Please get in touch with us by email or by phone and let us know what you'd like to order, so that we can give you an accurate quote.

Q: "My package arrived damaged. What should I do?"

A: We are very sorry to hear that, and would like to apologize for the inconvenience. Please get in touch with us by email or give us a call and we’d be happy to assist you.

Q: "My package hasn’t arrived yet. What should I do?"

A: Products purchased in Canada are shipped via Canada Post expedited parcel (2-8 business days) and UPS (2-8 business days). Shipping times are approximate and may reasonably vary due to inclement weather, inventory volumes, and postal holidays, however if you're concerned, please get in touch with us by email or give us a call and we’d be happy to help. Please contact us immediately if you track your parcel and it says delivered but you haven't received it. We will open an investigation with the courier to find it for you.

Q: "I need my products immediately! Do you have express shipping?"

A: We’re sorry, but to keep costs affordable for our customers, we only ship via Canada Post expedited parcel (2-8 business days) and UPS (2-8 business days). If your situation is urgent, you can place your order and choose "pick up in office" for your shipping method. Once you receive the email that your order is ready for pick up, you can send a courier to pick it up in your stead. To avoid these situations in the future, consider our Free Automatic Delivery Program.

Q: "I’ve decided I don’t want these products. How do I return them?"

A: For hygiene reasons, unfortunately all products are non-returnable, even in the case of unopened packages. We are committed to the health and safety of our customers as well as our employees, and returned parcels will be discarded unopened. If you have any concerns over the product which you've purchased, please don't hesitate to get in touch with us.