Is there a delivery charge for orders?

Yes, $ 12.50 delivery charge on all orders. Fees subject to change without notice.

I am looking for an item that is not listed on your website, can it be ordered?

Depending on the product required, it may be possible to order it from one of the manufacturers used by INNOVA.

Can I make rush requests?

A rush request can be requested but it can't be guaranteed. Delivery is dependent on manufacturer availability. Additional freight charges may apply.

How long do back-ordered items take to arrive?

Approximately 2 to 3 weeks. Lead times may vary depending on manufacturer availability.

I would like to place an order but I don't have an account. Is it possible?

Yes, an order can be placed under a One Time Customer account. Credit card payment is required prior to shipping One Time Customer orders. (Visa / MC only). If you may become a frequent customer, you may want to open a personal / business account.

Can I pick up an order from your office?

Yes, orders can be picked up at the office.

Are Ortopads sold in any retail stores?

INNOVA Medical is the only distributor of Ortopads in Canada. There are some pharmacies and Hospital gift shops which carry these items. We do not have a list of retail stores which carry this product.

Can I return a defective product that was purchased more than 30 days of the invoice?

Returning a defective product after 30 days of the invoice is possible but it will depend on the product being returned and exactly how long ago it was ordered. Permission for the return is determined on a case by case basis.

Can I return a product that was purchased more than 30 days after the invoice?

All return requests must be received within 30 days of the invoice in order to return. An authorization number must be obtained from Customer Service. Any products returned without a Return Merchandise Authorization number may be declined for credit. Some exceptions may apply.
**All pharmaceutical products are final sale. No refunds or returns as per Health Canada