Shipping & Secure Delivery Policy
The Physio Store Inc. – Canada
Order Processing Times
Orders require up to 1 business day for processing before shipment.
- Orders placed before 1:00 PM EST (Monday–Friday) typically ship the same day.
- Orders placed after 1:00 PM EST are processed the next business day.
- The day an order is placed is considered Day 0 and does not count toward courier delivery timelines.
- Orders placed on weekends or holidays are processed the next business day.
You will receive automatic email updates as your order moves through Processed, Processing, Shipped, and Complete stages.
Backorders & Stock Availability
Occasionally, an item may not be available in our warehouse at the time your order is placed. In these cases, we may place the item on backorder and you will receive an automatic email notification explaining the updated status and expected timeline.
Backordered items may extend the overall shipment timeline for your order.
If you receive a backorder notification, please review it carefully and reply as soon as possible to confirm whether you are comfortable waiting, or if you would prefer that we modify or cancel the affected item.
Our team may attempt to contact you by phone or email regarding backordered items; however, timely responses to email notifications are essential to avoid shipment delays.
Free Shipping (Canada)
We offer free shipping on many retail orders over $120 CAD to most Canadian destinations.
- Some items are excluded due to size, weight, or special handling requirements.
- If any item in your cart does not qualify for free shipping, applicable shipping charges will apply.
- Clinical or healthcare accounts with discounted pricing do not qualify for free shipping.
Flat Rate Shipping (Canada)
Our flat rate shipping options are designed to keep costs simple and predictable across Canada. Base rates vary by province and may increase depending on cart size and destination.
Base rates by province: Each province has a different starting rate. For example, shipping for one item in Ontario begins at $10.99.
Additional items: Each additional item may increase shipping (for example, $0.30 per additional item), depending on cart size and destination.
Heavy, oversized, or large clinical equipment items may incur higher flat-rate shipping fees that increase based on size and quantity. These charges are typically calculated automatically at checkout.
If actual carrier costs exceed the calculated flat rate by more than 50%, we reserve the right to contact you to request additional shipping payment prior to dispatch.
Expedited & Express Shipping
We offer both Expedited and Express shipping options within Canada, and delivery timelines begin after your order ships.
Expedited Shipping: Typically delivers within 2–7 business days, depending on region.
Express Shipping: Typically delivers within 1–4 business days, depending on region.
All orders remain subject to our standard processing time before leaving our warehouse.
To provide the best service, we use a variety of carriers depending on what best suits your location and shipment requirements.
Apartments, PO Boxes & Remote Locations
Apartments & PO Boxes: Shipments to apartment buildings and PO Boxes are available. If we are unsure of your address, our team may contact you for clarification prior to shipment.
Additional fees may apply for PO Boxes and certain delivery types. If applicable, we will contact you before shipping your order.
Remote locations & Territories: Remote areas may experience extended delivery times based on courier access. Additional fees may apply to rural addresses and the Territories. If applicable, we will contact you before shipping your order.
Please allow additional time for deliveries to rural locations and the Territories, as courier service levels may be limited.
Delivery Partners & Shipping Methods
To provide the best possible service, we ship with a variety of trusted couriers and select the carrier that best suits your location and order. For free shipping orders, we typically choose the most economical service available for your area.
Please note that some shipments, especially high-value orders, may require a signature at delivery and may not be eligible for safe-drop.
Order Verification & Secure Delivery
To protect our customers and prevent unauthorized transactions, additional verification and secure delivery procedures may apply to certain orders.
- Shipping addresses cannot be changed once an order has been placed.
- High-value orders may require a signature upon delivery.
- Safe-drop delivery options may not be available for select shipments.
- Orders may be placed on hold for internal verification prior to shipment.
- We reserve the right to cancel or refund orders that do not pass our security screening.
Carrier Responsibility & Delivery Confirmation
If a package is lost in transit before confirmed delivery, we will work with the carrier to investigate and resolve the issue.
Once a shipment is marked as delivered by the carrier to the address provided at checkout, responsibility transfers to the customer.
For signature-required deliveries, signature confirmation serves as proof of delivery.
Store Pickup
In-store pickup is available at our warehouse in Komoka, Ontario (near London, Ontario). You will be notified when your order is ready and provided with pickup instructions.
Drop Shipping to Patients
Clinics may ship items directly to patients by entering the patient’s address at checkout.
Please add “Sent By” followed by your clinic name in the shipping name field to indicate the order was placed on your patient’s behalf.
Invoices are not included in shipments when “Sent By” is used. Order confirmations and tracking details are emailed to the account holder.
International Shipping
We ship internationally to select destinations including the United Kingdom, Australia, Europe, New Zealand, and other approved countries.
If your country is not available at checkout, please email customerservice@physiostore.ca to request a shipping quote and eligibility confirmation.
Orders shipping to the United States are treated as international shipments. If you would like a U.S. shipping quote, please contact our team prior to placing your order.
International & U.S. orders are final sale. We are unable to accept returns or exchanges on international or U.S. shipments.
Customers are responsible for all applicable duties, customs fees, brokerage charges, and import taxes required by their country.
Customs clearance processes may delay delivery timelines. Customs delays, clearance holds, or related government processing times are not grounds for cancellation or refund.
For security, international and U.S. shipments may require a signature upon delivery and may not be eligible for safe-drop delivery.
Shipping charges paid at checkout are non-refundable. All shipping charges are non-refundable as outlined in our Return & Exchange Policy.
Cancellations & Returns (Shipping)
If you need to cancel an order, please contact our Customer Care team as soon as possible. Cancellations are time-sensitive and may not be possible once an order has entered the shipping stage.
If an order cannot be cancelled prior to shipment, we can help facilitate a return after delivery (excluding final sale items) in accordance with our Return & Exchange Policy.
Shipping charges paid at checkout are non-refundable. All shipping charges are non-refundable as outlined in our Return & Exchange Policy.
SUPPORT SMALL CANADIAN BUSINESS