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Frequently Asked Questions

Shipping Information

How do I know that my order will be confidential?

All of our products are shipped in discreet plain brown cartons with no identifiable markings to indicate the nature of the product inside. The shipping labels are also discreet. Even the company name, MedProDirect, will appear as simply MPD to further ensure confidentiality.

Is shipping free?

No, shipping is not free. There is a flat fee depending on the province being shipped to:

Location Approx. # of Shipping Days Flat- Fee
Ontario, 1-3 business days $12
Quebec, Manitoba, Alberta, Saskatchewan 3-5 business days $30
British Columbia, New Brunswick, Nova Scotia, Prince Edward Island, Newfoundland and Labrador. 4-6 business days $30

How are the products shipped?

Products are shipped via Canpar Courier. Most deliveries are made between 1-3 business days of placing your order, however depending on the distance it could take up to 6 days.

What if I’m not home?

Canpar will make 1 drop off attempt as there are pick up locations available. They will then hold the package at their depot for pick-up, for up to 5 business days.

However, if the area for residential delivery does not have a pick-up point, Canpar will make 2 delivery attempts on consecutive business days. They will then hold the package at their depot for pick-up, for up to 5 business days.

For business locations, Canpar will attempt 3 deliveries on consecutive business days and then hold the package at their depot for pick-up, for up to 5 business days.

Is my credit card information secure?

When you place an order with MedProDirect you will be asked for your credit card information. This information is processed through Moneris Solutions Corp., Canada’s largest processor of credit card transactions. Moneris is a joint venture between RBC Royal Bank and BMO Bank of Montreal. No credit card information is retained or stored by MedProDirect unless we are given specific and direct authorization to do so by the customer.

Can I place automatic, repeat orders?

When placing an order through our toll-free number, you have the option of requesting automatic reshipments, however, they must be the same every time you order.  You can also select the frequency of these shipments depending on your needs.

Is there anyone I can talk to?

Yes, you can call our toll-free number at 1-866-613-5317 to speak with a customer service representative or you can email us at [email protected] and we will call you.

Our office hours are as follows:

Monday 8am-4pm
Tuesday 8am-4pm
Wednesday 8am-4pm
Thursday 8am-4pm
Friday 8am-3pm