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Customer Help

Customer Help

We’re here to answer your questions.

Common purchase queries answered

Orders and Shipping

Which products are licensed by Health Canada?

Many of our products are licensed by Health Canada for use by health professionals or the general public, while other products are pending approval. You can find an indication of the licensing status of the product within the “Additional Information” tab in the description of each product.

 

Please note that due to Covid-19, current government processes to approve pandemic-related products have been expedited. However, due to short staffing, evolving requirements and high demand, the approval process for some products is taking longer than anticipated. Rest assured that we have vetted our products with the highest scrutiny and any products pending approval are ready for consumer purchased and are currently used in markets all over the world.

How long does it take for me to receive my order?

Estimated delivery time is noted next to the shipping method you selected for your order. Typically, local deliveries within Nova Scotia take 2-3 days.

How do I create an account?

Click ‘My Account’ at the top of any page and the login window will open. You can register for a new account on this page.

How do I change my shipping address?

Click on ‘My Account’, log in (if not logged in already) then click on ‘Addresses’ on the side menu.

How do I track the status of my order?

Click on ‘My Account’, log in (if not logged in already) and click ‘Orders’ in the side menu.

Will you keep my credit card information on file?

Your credit card information is kept on file if you add it to as a payment method in ‘My Account’. This facilitates easier payments for repeat transactions, but is for your convinience only. You can remove your saved credit card information at any time by logging in to ‘My Account’ and clicking ‘Payment Methods’ in the side menu.

Do you charge sales tax?

We charge Nova Scotia’s HST rate of 15%.

Do you ship to my city or country?

At this time, we only sell and ship products to Nova Scotia addresses only. We may expand our service territory in the future. Please subscribe to our newsletter to stay updated on plans for your region.

Will my items come in one package?

We pack items in the most efficient packaging possible to reduce shipping size and cost. Purchases for the same destination that are purchased on separate orders may not be packed in the same box.

Do you offer free shipping?

We offer free shipping to postal codes in Halifax, Dartmouth and Bedford on orders of $100+ before tax.

What is ‘Pay on Delivery’?

Some orders are eligible for Pay on Delivery (‘POD/COD’) by selecting this option in the checkout page. This is a service offered by Canada Post to allow recipients to collect their order from a Canada Post office and pay for it at the counter. This option is sometimes preferred by first time customers who have concerns about shopping online.

 

If you choose to pay on delivery, please note that an additional service charge will be added to your total. When you collect your item from Canada Post, you will be asked to pay the total price for the items, shipping and POD fee.

 

If the option for POD is not available in your checkout screen, it means your order is not eligible for this service. Generally, orders that qualify for free shipping are not eligible for POD.

If you need to change something in your order

Returns and Modifications

What is your returns policy?

  • A 15-day (from shipping date) return policy applies to all items returned unused and in original packaging.
  • Refunds will be issued to the card used to pay for the order within 2 business days of receiving the item. You will receive an automatic refund receipt to the email address you provided during your purchase. Depending on your credit card company, please allow up to 7 business days for the refund to appear in your credit card before contacting The PPE Store.
  • Return shipping costs are not reimbursable by The PPE Store.
  • Items vulnerable to contamination (such as masks) can only be returned if unopened and in original sealed packaging.
  • Some items are final sale or non-returnable. Please review the “Additional Information” tab to see if a product can be returned.

I received the wrong item

If we made a mistake in your order, please return the unwanted items (unopened) with copy of your return shipping receipt. We will resend the correct items, reimburse you for the return shipping cost and send the correct items with no additional shipping charges.

My order arrived damaged

All items are inspected and securely packed before shipping. If damage occurs due to shipping and handling by mail couriers, the customer can submit an insurance claim to Canada Post if an insured shipping method was selected during checkout. The PPE Store is not responsible for damaged packages if the customer chose a parcel delivery option that does not include insurance.

Where should I mail my authorized return?

Please mail your returned items to:

PO Box 36161

5675 Spring Garden Road

Halifax, Nova Scotia, B3J 3S9

How do I receive customer support?

Please call us during business hours or send us a message through the Contact Us form. We will do our best to assist you. Your satisfaction is our top priority.

What do I do if I entered an incorrect shipping address?

You can call us or send a message through the Contact Us form to inform us of the address change. We will make the correction as long as the shipment hasn’t been mailed yet.

If the shipment has left already and you chose a trackable mailing option, you can call Canada Post and work with them to find the package and change the delivery address. If you don’t have a tracking number, we will wait for the package to return to sender, then issue a refund for the items (less the original shipping cost). We can also resend the items to the correct address with a new shipping charge.

Before you contact us to request an address change, please log in to My Account and correct your shipping address in the “Addresses” section. Then click on “Orders” and note the order number for the order you’d like to change. Include the order number when you get in touch with customer support to expedite the search for your order.

Can I change or cancel an order after I’ve submitted it?

You can change or cancel an order as long as it has not been shipped yet. To do so, please contact us by phone or through the Contact Us form.

 

Before you contact us, please log in to My Account and click on “Orders”. Note the order number for the order you’d like to change or cancel. Include the order number when you get in touch with customer support to expedite the search for your order.

 

Can I pre-order an item that is sold out?

Yes! Sold out items will have a “pre-order” button and estimated arrival date shown in the product page. You can submit a pre-order to reserve a quantity and pay later. When stock arrives and your order is ready to be processed, you will receive a notification to log into your PPE Store account and complete your payment for the order.

Do you offer warranty on your products?

Some products, like automatic sanitizer dispensers, come with a warranty period. Please review the “Additional Information” tab to see if a product comes with warranty.