Page 1479 - Performance-Health-Canada-eCatalog-2018-2020

The following terms apply to orders placed with Performance Health
Terms are subject to change at the discretion of Performance Health. Please call for a copy of the most current version. Performance Health Canada, Inc. henceforth shall be referred to as Performance Health.
How to Order
Order by Phone, Fax, Mail, Email, Online or EDI.
Orders placed by fax, mail or email may take up to 24 hours to process. On all orders, be sure to include purchase order, item numbers, quantities, prices, billing address and shipping address. • Phone call toll-free 1-800-665-9200
Customer service representatives available Monday through
Friday, 8:00 a.m. to 6:00 p.m. ET.
• Fax toll-free 1-877-566-8611, 24 hours a day, 7 days a week. • Mail to Performance Health, 6675 Millcreek Drive, Unit 3,
Mississauga, ON L5N 5M4
• Online at http://www.performancehealth.ca
• Email to ordersca@performancehealth.com
• EDI call customer service at 1-800-665-9200 for information
regarding the EDI ordering process and requirements.
Payment Methods
• Credit Card We accept Visa and MasterCard. Include the name,
number, and expiration date as they appear on the credit card, and
the billing address as it appears on the billing statement.
• Checks/Money Orders Mail your check/money order made
payable to Performance Health Canada, Inc. and remittance information to: P.O. Box 2443, Station A, Toronto ON M5W. Include tax and shipping charges. Returned checks are subject to a $30.00 fee.
• Credit Account You may also charge your order to your Performance Health credit account. For information
on opening an account, call our Customer Service Dept. at 1-800- 665-9200. All orders subject to credit approval.
Performance Health Customer Service
phone: 1-800-665-9200
fax: 1-877-566-8611
email: customersupportca@performancehealth.com
Shipping, Handling & Delivery
Returns Procedure
• Call our Customer Service Department at 1-800-665-9200, Monday
through Friday from 8:00 a.m.-6:00 p.m. ET for a Return Merchandise Authorization number (RMA number). Write the number on the outside of your return shipment and send package to the address provided by Customer Service. All return shipping expenses are paid by the customer. Items must be returned within 30 days of receiving RMA number.
• If you receive merchandise as a result of a Performance Health error, we will pay for the return shipping expense and no restocking fee will be applied.
• For all other returns, we will credit your account for returned merchandise, minus the required restocking fee, once merchandise
has been received, inspected and confirmed to be in resalable condition. Credits will not be issued for items received in non-resalable condition. The customer is responsible for properly packaging and protecting the item during its shipping back to Performance Health.
Initial freight charges are not credited.
• Credits for returns are issued only to original purchaser. All credits must be redeemed within 180 days.
Returns Policy
• All returns must have an RMA number obtained from Customer
Service – see above). All unauthorized returns are subject to a 15%
processing fee and a $10 administrative charge.
• All returns must be in original packaging and received in new and
resalable condition. See applicable restocking fees below.
Restocking Fees: Days Elapsed
Under 30 30-60 61-90
Applicable Restocking Fees
No restock fee on items shipped parcel. 25% of price of all returned items
50% of price of all returned items
Items shipped by truck are subject to approval and additional restocking fees may apply
Sorry, no returns will be accepted after 90 days elapse.
• For health reasons we are unable to accept returns or exchanges of eating,
hygiene and mouth stick products. In addition, we cannot accept books, computer software and videos that have been removed from original packaging.
All shipping charges and risk of loss are F.O.B. origin and are the responsibility of the purchaser. All related shipping and handling charges will be added to customer invoice.
Same Day Shipping & Handling
Orders for stocked merchandise received by 2:00 p.m. ET Monday through Friday will be shipped the same day via commercial ground carrier.
Rush Delivery Air Shipments
If you need an order right away, we’ll arrange for the fastest delivery service available in your area. Charges for this service will be added to your invoice*††.
Shipping Charges
Standard parcel charges will apply to all ground shipments* and will be calculated at time of order.
Ship from Factory.
Some products are shipped direct from the factory or are made to order. Please call Customer Service for lead time and freight charges* †† **
NOTE: When orders list several items, some of which aren’t in stock, we will fill the portions we can and bill you for shipping them. However, any subsequent backordered items will be shipped at no additional charge.
* Due to the oversized and/or overweight nature of certain merchandise, additional charges may apply.
Please request a quote from a customer service representative.
** Products requiring moving van, inside, or lift gate delivery may require additional delivery charges. Please request a
quote from your customer service representative.
† Additional charges apply to Saturday deliveries and early morning weekday deliveries if available. †† Subject to quotation.