Shipping & Returns

Shipping Policy

We ship all our items using Canada Post's service. It has proven to be the most reliable service for delivering our products to anywhere in the world. We can ship by other services such as FedEx or UPS by special request.

Here is a break-down of Canada Post's services we offer.

Small Packet Air:
This service usually takes 1-2 weeks to arrive to its destinations within the USA; 2-3 weeks are needed for International destinations. This service has no insurance coverage and has no tracking number. This service is ideal for orders of a few prosthetics or smaller items with a value under $50 CAD, also it is limited to order weighing under 1.5kg

Tracked Packet:
This service is similar to Small Packet Air, though often packages arrive a bit faster. It usually takes 1-2 weeks to arrive to its destinations within the USA; 2 weeks are needed for International destinations. This service has a maximum of $100 CAD of insurance coverage and has a tracking tracking number. This service is ideal for orders that need a tracking number, also it is limited to order weighing under 1.5kg

Regular Parcel Post:
This service is only available in Canada. It usually take 3-5 days to arrive to its destinations. This service has a maximum insurance coverage of $1000 CAD and comes with a tracking number. This service is ideal for orders of a few prosthetics or smaller items with a value under $1000 CAD.

Expedited:
This service is usually 4-7 business days to arrive to its destinations within Canada and between 5-8 business days to the USA. This service isn't available for International destinations. This service has a maximum coverage of $1000 CAD and comes with a tracking number. This service is ideal for larger orders of prosthetics, which may need extra insurance, or costume items such as tails that require larger sized boxes, or for a speedier delivery.

International Air:
This service is available only for certain International destinations. It can take up to 30 days for delivery. This service has a maximum insurance coverage of $1000 CAD and comes with a tracking number. This service is ideal for larger international orders of prosthetics, which may need extra insurance, or costume items such as tails that require larger sized boxes, all of which don't have an urgent delivery date.

Xpresspost:
This service is available for Canada, USA and International destinations. It has a delivery standard of 1-3 business within Canada, 3-5 business days to the USA and 5-8 business days to most International locations. This service has a maximum coverage of $1000 CAD and comes with a tracking number. This service is ideal for orders that need to arrive by a specific time.

Priority One:
This service is available for Canada, USA and International destinations. It has a delivery standard of 1-2 business days within Canada. For USA and International destinations, it is administered by FedEx and can take 1-2 business days to most locations. This service has a maximum coverage of $200 CAD and has a tracking number. This service is ideal for orders that need to be rushed.

We are not responsible for lost or stolen items during transport. Insurance claims can be made with Canada post for any lost or stolen items after 45 days of the item being missing starting from it's shipping date. The claim will only be for the amount of insurance allowed and purchased. We require purchase of insurance on all orders being shipped where possible. Please keep in mind we are not responsible for any delays for delivery of your order due to your country's customs and duty processing. All delivery estimates our cart generates don't take production time into account. Please contact us if a specific timeframe or date is needed for your order.

 

Return, Exchange & Refund Policy

We do not accept returns for any used latex prosthetic items. It is unsanitary for us to use or resell such pieces.

We can accept returns and offer refunds for unused prosthetic pieces, however there will be a 5% restocking fee and customers will need to pay for the return shipping.

Many of our items can be customized and can be painted, modified or assembled to your specifications. We cannot offer refunds or exchanges for customized items as the work has been already completed. Reselling your customized item would be very difficult.  If you are unsure if a prosthetic piece will fit and may forsee returning it, please order it unmodified and unpainted.

There are circumstances where we will accept items for exchanges. One is we'll accept clean and unused prosthetics in exchange for other prosthetics. This is due to the fact that prosthetics may not fit everyone or have the desired appearance. We will also accept returns for items that have severe workmanship flaws for exchange of similar items and/or repair of the flaws; though this is rarely the case as we do trim and inspect every piece before it is shipped.