PRODUCTS AND AVAILABILITY
How do I know if a product is in stock?
The availability for each item is shown on the item detail page. For all items on our website, we display their availability using the terms mentioned below:
In Stock – The item is in stock and is available for immediate delivery.
Out of Stock – The item is sold out and is not in stock currently. If an out-of-stock item is purchased, we will ship the order when the item is back in stock. The status will automatically change to ‘in-stock’ when we have the item back in our inventory.
Where do I find item specifications?
Select the product and scroll down to the ‘Details’ section to find additional details about that specific product.
When will I receive my order?
Most in-stock products will be shipped within 2-3 business days. You can expect to receive your order within 1-5 business days. Based on your location it could take up to 5-7 business days. For bulk orders, it may take 7-10 business days for any questions, please contact us.
How much does shipping cost?
The shipping cost is $21.99 CAD (additional delivery charge may apply for heavy/bulk items and outbound orders). We offer FREE SHIPPING on orders over $300.
ORDER AND PAYMENT
How can I order an item that is on backorder?
Yes! If an item is on backorder, you can still order it, and we will ship the item when it becomes available. Your credit card will not be charged until the item is shipped out.
If I order in-stock and backorder items together, when will the items ship?
Products that are in stock will be shipped the next day and items on back-order will be shipped once the item is back
in the inventory.
How do I pay online?
Simply add the products that you wish to purchase to your shopping cart, then proceed to checkout by clicking the shopping cart in the top corner of this website. During the checkout process, you will be able to complete your purchase using a credit card (VISA, Mastercard, AMEX) or debit card.
I don't want to order online, can I order a different way?
Another method to place an order is over the phone. Call 250-434-2604 during operation hours to speak with a sales agent. We will gladly assist you!
How can I cancel my order?
Certain special order items may be cancelled subject to a 20% restocking fee. Please call in to cancel the order or for more information. Or you may contact us at [email protected]
How Can I return my order?
If you received a defective product or purchased the wrong product, it may be eligible for a credit, exchange, or refund. The product must not be used and remain sealed (if applicable) in a resalable condition. You may return it within thirty (30) days of purchase for a credit, exchange, or refund. To arrange a return, please call us at 250-434-2604 or email our customer service team at [email protected] Please Note: All the infection control supplies are final sale.
How do I know if my order was placed, and check the status of my order?
To check the status of your order and view your order history, please log in to your account as a returning customer. Pending transactions will be in your Account’s Overview, under ‘Recent Purchases’. They can also be viewed by going to the ‘Purchases’ menu and then the ‘Purchase History link’. The order’s status can be viewed under the “Status” column.
SHIPPING, DELIVERY, AND RETURNS
Which courier company is delivering my products?
Your order will be shipped via Courier or UPS depending on your location.
How can I ship to a different address?
Yes, input the exact shipping address you want the parcel delivered to (a different billing address will not affect the shipping address).
How do I track my order?
When your order is ready for shipping, we will send you an email with tracking information in the invoice.
What should I do if I received the wrong item?
Any wrong items that were shipped can be returned for a full refund or credit. The credit does not expire and can be used for future purchases.
How can I process a return?
A return can be processed through the website using your login credentials. Go to Overview or Purchase History (via Purchases). Click the sales order. Click request a return. Select the products to be returned. Choose a reason for return. Submit request. We will receive the RMA (Return Merchandise Authorization) via email. Once we receive it, we will schedule a pickup.
Do I need to put a label for the returning items?
You do not need to put a return label on the returning items. A copy of the RMA would have been emailed to you. You are required to print a copy of the RMA and put it inside the box you are returning. Ex: if there are a total of 3 boxes to return then each box must have a copy of the RMA. Our courier company will have the return label ready, and it will be applied to the box(es). We will be responsible for return shipping cost for orders within 30 days of receiving.
What if I ordered the wrong item?
Send an email to [email protected] immediately to inform us about the error. Alternatively, you can call 250-434-2604. If the order has not been fulfilled, we will remove the incorrect item from your sales order and will add the correct one to your order manually through our system. Note – Any changes to the sales order can only be made before the items are shipped.
What do I need to do if I am unsatisfied with the quality of the product?
If you are unsatisfied with the product quality and want to return the product(s) or get a replacement, you can contact us via email at [email protected] or call us at 250-434-2604. Alternatively, you can do a Return Merchandise Authorization (RMA) by yourself at our website by logging in with your credentials. See above, “How can I process a return”. We will schedule a pickup and the item will arrive back at our location.
Will I get a refund right away after doing an RMA for the unsatisfied quality of the product?
A refund is processed once we receive the product back in our location. Then the quantity, packaging condition, and quality will be inspected to ensure it is resalable and matches the RMA. If the reason for return is approved after the inspection stage, you will receive a refund or credit on your account for the product returned. The product must be not used or opened for a full refund.
OTHER FAQs
What are the hours of operation at Trumedical Supplies?
We are open Monday to Friday from between 9:00AM TO 5:00PM PST.
Can I get quick assistance rather than email or call?
Yes, we have a live chat option where you will be assisted by our customer service department ready to answer any questions