Terms and conditions

It is possible for you to place an order without opening an account. However, you will have to provide us with some informations so we can proceed toward invoice and delivery.

When you have completed your order, you will receive an e-mail containing reference informations to use if you want to follow up your order and/or make modifications to your file.

Order cancellation requests must be made within a maximum of 7 days following the date of your order. This may incur charges, according to the time where we are informed.

Please note that shipping costs (or equivalent, in the case of free delivery) will be charge if your order has left our warehouse, and need to be called back, or if you ordered a product on special request and it must be returned to the supplier.

All prices are in Canadian dollar. Taxes in effect are not included. Freight charges may apply. Prices are subject to change without notice, except for orders in process.

In the event that you choose a or more than one product whitout a price (N/A), you will receive an quote by e-mail from a member of our staff. You will then have the option to accept or refuse the item. You will only be invoiced id you accept. 

Canada: Minimum of purchase is 25$ (Taxes and shipping not included).
Outside of Canada: Minimum of purchase is 200$ (Shipping not included).

MTM - Medical Tronik can not guarantee the availability of the merchandise shown on our web site as it is only updated twice a day. It is possible that the quantity displayed differs from our physical inventory. In the case where the product purchased is unavailable, you will be made aware either by phone or e-mail.

Items temporarily out of stock will be delivered as soon as we receive them at our warehouse and at no cost on the Canadian territory.

International orders will be shipped only when they are complete.

For some specific cases, we will proceed with a drop shipment from the manufacturer.

All orders including available products received before 12:00 pm (Eastern Time), Monday to Friday, will be sent the same day, excluding exceptional cases.

Depending on your area, we make deliveries across Canada within 1 to 10 business days. The international ones are shipped within 3 to 15 business days. Your location and the weather can affect the delivery time. We are not responsible for delays related to the service offered by the carriers rules.

No delivery can and will be made to a post office or UPS Store.

Deliveries are made Monday to Friday from 8:00am to 5:00pm. A minimum of 4 hours of availability is required. Someone must be there when the order arrived. After two delivery attempts, the package will be returned to our warehouse. Shipping fees are not refundable.

In case of damages or missing package, please contact us within a maximum of 72 hours.

MTM - Medical Tronik is not responsible for unexpected delays related to transport.

Province of Quebec:
Our shipping fees are 16.25$ for all orders lower than 75 lb. We offer free shipping for orders overthan 300$, before taxes. An additional fee of 5.00$ will be charged for every additional 25lb, up to 150lb (for orders containing heavy or oversized items).
These rates exclude tables and equipment.
Additional fees may be applied for customers located in a low population density area, at residential addresses or with restricted hours, limiting the delivery options.
 
Province of Ontario:
Our shipping fees are 17.25$ for all order lower than 75 lb. We offer free shipping for orders over than 400$, before taxes. An additional fee of 5.00$ will be charged for every additional 25lb, up to 150lb (for orders containing heavy or oversized items).
These rates exclude tables and equipment.
Additional fees may be applied for customers located in a low population density area, at residential addresses or with restricted hours, limiting the delivery options.
 
Other Provinces of Canada:
An transportation assessment is required for all shipments outside of Ontario and Quebec.

Unclaimed packages:
If an item is not claimed and is returned to MTM - Médical Tronik by the transportation company, you will be responsible for paying the standard shipping fees. If you request that an unclaimed item be shipped to you again, the standard shipping fees will be charged a second time.

Our website offers the following payment options: Visa, MasterCard, Amex and charge to your account, for customers with pre-approved credit and a payment term of net 30 days.

Please note that a bank transfer may be required depending on geographic region and transaction total.

For customers with Net 30 days payment terms, please note that interest fee is charged monthly at the rate of 18% per year (1.5% per month) on all invoices over 45 days past due.

An account more than 60 days past due may be suspended, i.e. all orders and deliveries withheld, until full payment, including interest. In the event that this situation arises more than once, we reserve the right to revoke the Net 30 days and to require that payment for your orders be made before delivery (COD).

If you find the same product at a lower price at one of our Canadian competitor, we are commited to match that price.
Weither it be online, at the store, in print or through a quote, the prices of our competitors will be matched simply upon one of our staff member receiving proof of our competitor's prices.

Terms and conditions:
The price used to make the comparison must come from a competitor with a civic address in Canada.
The quoted prices from our competitors must be in Canadian dollars.
The compared price must be presented (printed or on mobile) to a member of our staff when you place your order. It must show the price in effect at the time of your request. If you are online, you need to send us a note of this effect in the ''Message'' section to allow our staff to take note of your reference. 

Taxes, customs and freight charge are excluded from the princing policy and will be added separately.
The policy applies to prices published online, displayed in store, all printed media, or even on quote.
The article must be identical to the one compared. It has to be of the same exact brand and model.
The price match policy does not apply to refurbished or damaged merchandise or to demonstrators.
Limited quantities are excluded, as are bundles.
In accordance with certain distribution agreements, some products can not be sold outside the province of Quebec, thus limiting this policy.
The present conditions are subject to change without notice. If you are not completely satisfied, you may get in touch with us at 1-800-361-0877.

Discrepancies on invoices, shipping or any broken merchandise in shipping must be immediately documented and reported, upon receipt of delivery (maximum 72 hours). MTM - Medical Tronik will not be responsible for any claims after delivery has been signed as complete and in good condition.

At the time of your request, you must give us the following information so our personnel can answer your request as fast as possible.

• Invoice number;
• Date of purchase;
• Product number;
• Description;
• Reason for exchange or return.

Please note that you must send a copy of your invoice along with the returned merchandise.

Return will not be accepted without an R.M.A. number, given exclusively by our customer service. All return must be sent prepaid and ship in its original packaging within 30 days of the purchase. A credit memo will be issued upon receipt and verification of the item. The credit will be based on the original invoice. To get your R.M.A., you must call us at 450-669-8985 or via our toll free number 1-800-361-0877. However, you can choose to complete the form at the bottom of this page.

When you'll proceed with your request, you must provide the following information to make sure our staff will be able to answer your demand, quickly as possible.

• Invoice number;
• Date of purchase;
• Item number;
• Description of the product;
• Reason for the return or the exchange;
• Expiry date (if applicable).

Note that you must send a copy of your invoice along with the returned merchandise, otherwise the credit will not be issued.

All returns must be sent prepaid and shiped in its original packaging within 30 days of the purchase. A credit memo will be issued upon reception and verification of the item. The credit will be based on the original invoice. 

A 25% restocking fee will be charged in cases where, neither the quality of the product nor MTM's responsibility are the issue.

No returns will be accepted in the following cases:

• If the purchase was made more than 30 days prior to the return request.
• The product is not in its original packaging, not resellable or that it is damaged (sticker on the box, writing on the box ...).
• Product on special order or made to measure.

All products in direct contact with skin are not returnable for hygiene reasons (pillow, splint, sling, protective clothings and accessories, orthotic, cream, gel, lotions, cleansing and antiseptic). Any product whose original packaging is damaged will be automatically refused. Books and videos are not returnable due to the risks incurred the copyright.

Products with an expiration date are subject to verification before being accepted (X-ray films, chemicals).

Special order products are not returnable or exchangeable.

Warranties are offered by the manufacturer. The guarantees do not apply in cases of negligence, sabotage or abuse. MTM - Medical Tronik reserves the right to not honor the warranty of a product if it has been subject of maintenance or repair by third party not recognized by our compagny or the manufacturer.