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FAQs

My Account

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 or payment method?

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

How do I track the status of my order(s)?

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

Shipping & Returns

Do you ship to my city or country?

Right now, we are only able to sell and ship products to Canadian addresses.

What is your returns policy?

If for any reason you’ve changed your mind about your purchase, you can send it back to us within 15 days from the shipping date. We’ll refund to the card used within 5 business days of receipt of the returned item as long as items are unused and in the original packaging. Please note:

  • Items vulnerable to contamination (such as masks) can only be returned if unopened and in original sealed packaging.
  • We do not reimburse return shipping costs.
  • Some items are final sale or non-returnable. Please review the “Additional Information” tab to see if a product can be returned.

Returns should be sent to:

PO Box 36161
5675 Spring Garden Road
Halifax, Nova Scotia, B3J 3S9

How long does it take to receive my order?

Local drop-offs in Halifax are delivered in two days, otherwise the estimated Canada Post delivery time is noted in the checkout screen when you placed your order and enter your address.

Please note the following statement from Canada Post regarding potential delays:

Canadians should anticipate parcel delays for the foreseeable future, even as Canada Post delivers at record levels. As Canadians continue to ramp up and diversify their online shopping, Canada Post is responding to unprecedented parcel volumes while maintaining important physical distancing measures in all our facilities. Processing record parcel volumes in plants that were never designed to keep people two metres apart takes more time.

Why did I received my package in an Amazon box (or other branded box)?

We recycle! Reusing boxes reduces our environmental footprint and reduces the cost of shipping that customers pay for their products.

General Questions

Are your products licensed by Health Canada for use in healthcare environments?

Some of our products have been approved by Health Canada for use in healthcare environments. Other products are either pending approval or don’t require approval for use by the general public. To browse products approved by Health Canada, go to the Shop page, click the ‘Categories’ filter and select ‘Medical Grade’ from the list of options (or select the option from the side menu).

What is 'Pay on Delivery'?

Some orders are eligible for ‘Pay on Delivery‘ (POD), also known as ‘Cash on Delivery’ (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 used 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, plus shipping cost 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.

Pre-orders

Can I order a sold-out or coming-soon item?

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, you will receive a notification to log into your PPE Store account and complete your payment for the order.

Please note that your pre-orders must be added to your shopping cart without any additional products in the cart. If you are pre-ordering different product types, you will need to submit an separate cart order for each individual type.

Not finding the help you need?

+1.902.710.3070 - (Monday - Friday) 10am to 6pm (Atlantic)