At 1st AB Med Supplies, we are committed to providing reliable, transparent, and timely delivery of medical supplies and healthcare products across Canada and internationally where permitted.

Please review our shipping policy below before placing an order.

Processing Times

Certain products may require additional processing time, including:

• Special order items
• Custom compression garments
• Products requiring manufacturer fulfillment
• Products subject to funding approvals, including AADL, NIHB, WCB, Veterans Affairs, and private insurance
• Products requiring additional documentation or verification

Orders placed on weekends or statutory holidays will be processed on the next business day.

Shipping Within Canada

We ship across Canada using trusted carriers including:

• Canada Post
• UPS
• Purolator
• FedEx
• Local courier services where available

Estimated Delivery Times

Delivery estimates are not guaranteed and may vary due to carrier delays, weather conditions, or circumstances beyond our control.

Local Delivery

Local delivery may be available within select service areas in Edmonton and surrounding communities.

Where available, local delivery options and fees will be displayed at checkout.

Same-day or next-day delivery may be offered for select products and locations.

International Orders

We may ship certain products internationally where legally permitted.

These charges are not included in product prices or shipping fees unless specifically stated otherwise.

International Shipping Times

Customs, Duties & Import Fees

For international shipments, customs agencies may inspect shipments and apply duties, taxes, brokerage fees, import fees, or other charges before releasing the package.

Customers are solely responsible for all import-related costs assessed by their country's customs authority.

Failure to pay customs fees, duties, taxes, brokerage fees, or provide requested documentation may result in:

• Shipment delays
• Shipment refusal
• Return of goods
• Additional carrier charges
• Destruction of goods by customs authorities

Refunds may not be available for costs incurred as a result of customs refusal, abandonment, non-payment of import fees, or failure to provide required documentation.

Medical Products & Regulatory Requirements

Certain medical products may be subject to additional regulations depending on the destination country.

• Prescription requirements
• Import permits
• Medical device restrictions
• Pharmaceutical regulations
• Health authority approvals

Customers are responsible for ensuring products ordered are permitted for import into their jurisdiction and for obtaining any required documentation prior to ordering.

1st AB Med Supplies is not responsible for delays, seizures, refusals, returns, destruction of goods, or additional costs arising from regulatory requirements imposed by customs agencies, government authorities, or carriers.

Delivery Delays & Customs Holds

While we strive to meet estimated delivery timelines, delays may occur due to:

• Customs inspections
• Regulatory reviews
• Import permit verification
• Prescription verification requirements
• Government agency holds
• Weather events
• Carrier disruptions
• Labour actions
• Remote delivery locations
• High shipping volumes

Tracking Information

Once an order ships, customers will receive tracking information by email whenever available.

Tracking updates are provided directly by the shipping carrier. Please allow up to 24–48 hours for tracking information to become active.

Incorrect Shipping Information

Customers are responsible for providing accurate shipping information.

• Additional shipping charges may apply
• Delays may occur
• Returned shipments may incur return shipping fees

1st AB Med Supplies is not responsible for orders delivered to addresses provided incorrectly by the customer.

Lost or Damaged Shipments

If your package arrives damaged or appears lost:

1. Contact us within 7 days of delivery.
2. Retain all packaging materials.
3. Provide photographs of any damage.
4. Include your order number and contact information.

We will work with the carrier to investigate and determine available resolutions. Claims for lost shipments may require carrier investigation before replacement or refund options are considered.

Signature Requirements

Certain orders may require a signature upon delivery based on:

• Product type
• Order value
• Shipping destination
• Carrier requirements

Customers are responsible for ensuring someone is available to receive the shipment when required.

Funding Program Orders

Orders processed through funding programs such as AADL, NIHB, Veterans Affairs Canada, WCB, and private insurance providers may require additional documentation, approvals, or processing time before shipment.

Delivery timelines begin once all required approvals have been received.

Order Cancellation & Shipment Refusal

Orders that have already shipped cannot be cancelled.

If a customer refuses delivery, fails to pay customs charges, fails to provide required import documentation, or abandons a shipment, any refund issued may be reduced by:

• Original shipping charges
• Return shipping charges
• Brokerage fees
• Customs charges
• Carrier administrative fees

If the shipment is destroyed or confiscated by customs authorities, refunds may not be available.