Healthcare Professionals: Please login or sign-up for pro pricing: HERE
FAQS
- Home
- FAQs
Remington Medical's Frequently Asked Questions (FAQs)
GENERAL FAQ’S
The methods of payment accepted online are Visa or MasterCard. Qualified accounts who choose to order offline with Remington Medical or have payment terms may choose to pay with cheque & electronic funds transfer (EFT).
We offer net terms for qualifying accounts. For non-qualifying accounts and accounts that are newly created, a credit card must be provided. Any balance overdue will be subject to a 1.5% service fee billed and compounded every 30 day period from the date the original payment was due.
Contact us today to see how you can qualify for payment terms.
The buyer is responsible for applicable taxes in their jurisdiction that would be required in the normal course of business.
Please report a damaged product within 1 business day from the day of receipt of the shipment, to qualify for an exchange. If possible, take pictures of the damage and send them to mail@remingtonmedical.com with a description of the damage. If a damaged item is reported after this 24 hour window , the product is the responsibility of the customer and cannot be exchanged.
Please visit our service & support page to get in contact.
Prior to contacting or service department: Please locate the serial number of the device and the date of purchase. If there is an error message please have this information available. Locate the manual for the device and read the trouble shooting section of the manual. Often there is a simple solution such a blown fuse or broken patient cables. Our service department is open Tuesday through Thursday from 9AM -5PM The phone number is 800-267-5822 x 252 or email service@remingtonmedical.com
We will do our best to help resolve any issues with phone support and if needed you may have to send your product to our repair centre. Please ensure that the product is packaged very carefully with lots of packing material and if possible send it back in the original box if you still have it. Our customer service department will give you a return authorization repair tag number. Please print this number on the box and clearly mark it:
Attention: You will be responsible for the cost of getting your product to our company and we will return your repaired product to you if under warranty at no cost. If there are charges for the repair you will be notified in advance of doing the work needed to get your product working again. All repair charges are guaranteed for 180 days for the problem that was fixed. Repair charges are to be paid by VISA when your product is ready to be returned to you unless there is a purchase order from a Hospital or University.
Please visit our service & support page to get in contact!
TSSA is a government regulatory organisation that is concerned with about among other issues “What is inside” a consumer product. From baseball gloves, furniture and now many medical products that contain a filling or stuffing have been identified needing content labeling . All products sold in the provinces of Ontario, Quebec and Manitoba must be registered and have proper labels identifying the contents of all products that are identified as TSSA products.
Products can be sold in all other provinces without content labels.
Health Care products in Canada are now being looked at closely by TSSA agents and Remington Medical is cooperating fully with the manufactures of products that need labelling and registration.
Please visit TSSA website for more information.
To redeem a promotional offer found in an e-mail or mail piece, just enter the code in your shopping cart and click “apply”. Your discount will be displayed after the page refresh.
At the bottom of every email communication that we send out there will be an opt-out button allowing you to remove yourself from our email list. You can also email us at info@remingtonmedical.com.
To update your account information, login to your account, go to My Account page. Here you will be provided with the option to change your account information such as email, password and contact preferences.
Remington Medical Ltd welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.
Remington Medical will honour the warranty set from each manufacture from the time of purchase. If you believe that your product / piece of equipment arrived with a manufacturer defect please contact our customer service department at your soonest convenience. Please make sure you include your invoice number and photos of the device/defect of the product.
Contact Customer Service: mail@remingtonmedical.com
If you placed an order online and made a mistake, don’t worry we can help you out. Please Contact Us and we will be able to cancel your order so you can reorder. If you placed your order with us through email or over the phone. Please give us a call at (905) 470-7790 and we will be able to edit your order or cancel.
Please note if your order has been shipped out of our facility to its destination, we will need to go through our return process which can be found in the shipping FAQ section. Please contact us if you have any concerns.
Remington Medical typically ships out orders same day. Please contact us as soon as possible, we will do our absolute best to accommodate your request.
SHIPPING FAQ’S
You can find all our estimated shipping times here!
Shipping time will vary depending on location as well as courier. Remington typically ships orders out the same day if in stock. If the item(s) you have ordered are out of stock / on backorder one of our customer service representative will reach-out and inform you. We try our best to keep all top selling products in-stock at all times.
When your order is confirmed whether online, over the phone, or email. It will move through our order system and to the warehouse dispatch to be processed and pick your order. You will obtain your tracking information VIA email once your package has been created. This is typically within 24 hours of placing your order.
We use two different couriers. Canada post & UPS
If an item is on backorder we suggest the customer ships complete. If the item is a special order item, you will be charged an extra fee when your backorder(s) are shipped out. It is rare we stock special order items and there will be a lead time (on average 1-3 weeks depending on supplier) .
If it is a regular stocked item you will not be charged for this item and when we replenish our stock, we will ship it out that day free of charge.
Click to see shipping rates Here!
Confirmation of shipping charges can be made by speaking with a customer service agent. Items marked Heavy items or special order items, and remote destinations will always incur shipping charges.
We get that packages can be missed or sent to a wrong address and no one is there. We ask you to please make sure you follow the tracking and have someone present when you are expecting your package. Especially if there is a no option for safe drop-off or a package that requires a signature.
If a product shipped to you is unclaimed and returned to Remington Medical, you will be charged the standard shipping fee. If you request that an unclaimed product returned to Remington Medical be shipped to you again, the standard shipping fee will apply a second time.
Please report a damaged product within 1 business day from the day of receipt of the shipment, to qualify for an exchange. If possible, take pictures of the damage and send them to mail@remingtonmedical.com with a description of the damage. If a damaged item is reported after this 24 hour window , the product is the responsibility of the customer and cannot be exchanged.
We always ask our customers to make sure they have received everything in their package and cross reference with their packing slip. If something is on backorder you will be notified prior to shipment as well as on the packing slip inside your shipment.
Should an item be missing or an incorrect item was sent to you, we ask you to please contact our customer service department at your soonest convenience.
Email: mail@remingtonmedical.com | Phone: (905) 470-7790
A return of product may be requested by contacting customer service to request a Return Authorization (RA) number. No returns will be accepted without having an RA number. This number should be written on the outside of the shipping box that you are returning your item in. The item itself should not be defaced in any away. If the item returns defaced, the return will not be accepted and the buyer will still be billed for the item. If you receive incorrect merchandise as a result of Remington Medical’s error, Remington Medical will pay for the return shipping expenses and no restocking fee will be applied.
For all other returns, we will credit your account for returned merchandise, minus the restocking fee, if applicable, once the merchandise has been received and inspected by Remington Medical. The returned item as well as the original packaging must arrive at Remington Medical in new condition.
If the item does not arrive in this condition, a credit will not be made to the buyer’s account. Use extra caution when packing to avoid damage, as Remington Medical is not responsible for returned product that is damaged during shipment back to Remington Medical. All returns of new and unused items must made within 30 calendar days of receipt of goods. An RA expires 30 calendar days from the date of issue. Once the RA expires, the item cannot be returned.
Note as well that special order items are final sale and cannot be returned.
Are you looking for our terms and conditions ? Click here.
