How do I return an item?



Return Policy

PLEASE BE CERTAIN OF YOUR ORDER BEFORE YOU ORDER - CONTACT US IF YOU HAVE QUESTIONS ABOUT THE PRODUCT BEFORE YOU ORDER THE ITEM(S).


If you find that you need to return an item for replacement or refund, please review the complete details of our Return Policy below to determine if any special return conditions apply.
ALL PRODUCTS MUST BE ISSUED A RETURN GOODS AUTHORIZATION (RGA) BEFORE THEY CAN BE SENT BACK. Please email alzstore@shaw.ca to request a refund or replacement and include your order number and a telephone number as well as the reason you want to seek a refund or replacement. We will verify your order's return eligibility and approve the return if appropriate. Our offices are open Monday through Friday, closed weekends & statutory holidays.

We do not accept returns for orders after 30 days of receipt of order. Most items may be returned within thirty (30) days of receipt - please see list of items below not eligible for a return. Items must be returned at the customer's expense in their original packaging and meet the following conditions:

  • Product must be in new condition.
  • Product must be returned in its original packaging UNOPENED & a 25% restocking fee does apply. Please use Canada Post with a tracking number to ship this back to us; we cannot guarantee receipt of the return without a tracking number. Return shipping cost is up to the customer.
  • Once an RGA has been issued, products must be returned within seven (5) days
  • Products that are defective must be returned within seven (7) days of receipt with a Return Authorization and the product will be replaced.
  • If your product is eligible for a refund,when we receive your items back and they are verified to be in new, unused condition, with all product wrappings and items included, we will issue a refund minus a 25% restocking fee. If a package is returned damaged or opened or in un-sellable condition, it will not be approved for a refund and will be shipped back to you.

  • We ship via Canada Post. If you are not home at time of delivery Canada Post will leave you a delivery notification. You are responsible for picking up your order within the allotted time given by Canada Post (two weeks). We recommend contacting Canada Post to ask them to hold the order for you if you are not able to pick it up within two weeks. If you do not pick up your order within their two-week time frame & Canada Post ships it back to us, you are responsible for all charges we incur by Canada Post to return the order as well as a 25% restocking fee on your order. This amount will be deducted before a credit is issued for the purchase price of the order.

    • Bathroom and Bathing Products
    Bathroom and Bathing Products are non-returnable due to hygienic reasons.

    Incontinence Products
    Our Incontinence Products are non-returnable due to hygienic reasons.

    Books, Games, DVDs, CDs, Muffs, Activity Pillows, Pets, Dolls and Activity Aprons, Pill Dispensers
    Please note all books, games, dvds, cds, USB's, muffs, activity pillows, Twiddle muffs, pets, dolls and aprons OR ANY PRODUCT THAT HAS A FABRIC/FUR & Pill Dispensers are final sale and not eligible for refunds     due to hygienic reasons. Music pre-installed on the Music Player is not refundable and will be deducted from the purchase price if a music player is returned.

    CLOTHING    : Clothing or items with any type of clothing/fabric of any type are not returnable for hygienic reasons.

    All Other Product Categories
    Please email us to verify the return period allowed on your product and then arrangements can be made to return the product for a refund. Products must be unused and in new condition with all accessory items and product packaging.

    * Items will not be exchanged unless they are defective. If you want to cancel items that have not yet shipped, call us immediately. Sorry, we cannot cancel an item once it has shipped. Any shipping damage or order discrepancies must be reported within 3 days of delivery.


    Please note that our products are not a substitute for full time supervision and monitoring of your loved one or patient, but are designed to augment the personal supervision of a caregiver.