Shipping
We will make every effort to process and ship your order the same day. Please be advised, that in some cases it may take up to 2 business days to process the order (up to 4 business days for Juzo, Apex, Drew, Berkemann and Walking Cradles orders). Unfortunately, we are unable to process and ship orders on weekends and statutory holidays – if you place your order less than 24 hours prior to weekend or holiday, it will be processed the next business day. Your order will be shipped by fastest method available. Please allow 2-7 business days for delivery (up to 10 business days for Drew, Berkemann and Walking Cradles orders). Delivery times for Special Orders are 2-6 weeks depending on order. Standard shipping rate of $14.99 applies to all orders up to $99 (before taxes). Orders over $99 are shipped for free. Some exceptions apply. We do not ship to P.O. Boxes. Canadian addresses only – international shipping is unavailable at this time.
Please note: Some products are shipped by a third party, and delivery times may slightly differ from posted above. Same shipping charges apply. All returns must be made to Comfort Clinic as outlined below.
Order Tracking
Once we have finished processing your order as outlined in the “Shipping” section above, you will receive an email notification together with order tracking information. However, due to the fact that some of our products are shipped by a third party, tracking information may be available by request only. If you did not receive your tracking information, please use this form , and we will email it to you within 1-2 business days. Please note that tracking information will be available only after we finished processing your order and you received an email notification. Requests made prior to that can not be fulfilled.
Returns
Do not return your purchase to the manufacturer! Please follow the return instructions as outlined below in the Return Shipping section.
If you are not completely satisfied with your purchase, we will gladly refund or exchange the item in-store or by mail within 30 days of purchase. Unfortunately, we don’t offer refund or exchange past that period.
Holiday returns: Any items, purchased between November 15 and December 15 can be returned for a refund/exchange until January 15, and are subject to our return policy as outlined below.
Return authorization is required – please contact us prior to returning your item(s). Any item(s) returned without prior authorization will be considered an unauthorized return, and refund may be declined.
To be eligible for a refund, your item must be unused, unworn and in the same condition you received it. It must also be in the original undamaged packaging.
Please do not attach shipping labels, packing tape or any notes directly to the product packaging! Use a separate shipping box or envelope to return your item. Any items returned in damaged packaging may be rejected and refund declined.
If refund is declined, you can collect your item in-store or have it shipped back to you (additional charges apply) within 30 days. We can’t guarantee that your item will be available past that timeframe.
There is NO refund or exchange available for the following items:
- Custom-made products
- Breast prostheses (forms)
- Lingerie and swimwear
- Pillows
- Some health and personal care items
- Special Orders
- Made-To-Order products
- Items marked as “Final Sale”
To complete your return, we require a receipt or proof of purchase.
Excessive returns: We may, at our discretion, refuse to process orders from customers who make repeated returns. Should this occur, the customer will be notified and asked to contact us for details. We will charge a $20 restocking fee per item on returns exceeding 2 items. For example: if a customer has purchased 4 items, only 2 will be refunded in full. The remaining 2 will be a subject to a $20 restocking fee per item. This also applies to items purchased in separate orders, if placed within 30 days of each other. We also reserve the right to limit the number of items per order.
Refunds
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. Please note that original shipping costs (if applicable) are non-refundable.
If you are approved, your refund will be processed, and a credit (less any shipping charges) will be applied to your credit card or original method of payment. Please allow 5-10 business days for transaction.
Please note that it may take 1-2 billing cycles for the refund to appear on your credit card statement.
Return Shipping
To return your product, please mail it to: COMFORT CLINIC 34-1200 Speers Rd., Oakville, ON, L6L 2X4, Canada.
You will be responsible for shipping costs for returning your item. Shipping costs are non-refundable.
You should consider using a trackable shipping service or purchasing shipping insurance. We will not be responsible for lost or damaged items, and refund will be denied.
When shipping your item, please make sure that “leave at door” option is NOT selected. Small parcels are delivered to our front door, and if arrived outside our regular business hours, your returned item may be left outside, unattended and in plain view.
In-store return
If convenient, you can bring your product to our store, located at 34-1200 Speers Rd., Oakville, ON, L6L 2X4, Canada. You will avoid shipping charges, and in most cases your return or exchange will be processed immediately. If the credit card was used to make an original purchase, please make sure to bring it with you.
Damaged Product or Fulfillment Error
We will replace items, free of shipping charges, if they are defective, damaged or do not match your order. If you need to exchange your product, please email us at info@comfortclinic.ca to make necessary arrangements. We may request a photo(s) of the product to determine eligibility.
