FAQs

Frequently Asked Questions

The information below applies to low volume online orders. Are you a hospital, distribution partner or purchasing medical PPE for a business? Reach us at info@primed.ca to be connected with the appropriate PRIMED team.

How do I track my shipment?

You will receive an order confirmation email from PRIMED. When your order ships, you will receive tracking information from the selected shipping provider.

Can I cancel my order after I've checked out?

No. Please check your order carefully before checking out. Once you place an order, it goes directly to our third-party fulfillment partner and cannot be cancelled.

Can I make a purchase or pick up an order from one of PRIMED's business locations?

No. We do not have an in-person storefront and inventory available for purchase is not kept at our offices. Rest assured orders placed online will arrive safely and as quickly as possible.

What currency are your prices in?

All prices on our online store are in Canadian dollars.

Where do you ship to and what are the shipping times?

PRIMED offers domestic shipping within Canada only. We do not ship to International or USA addresses. Shipping times may vary depending on the province your order is shipping to. You will be provided an estimated shipping time when you check out.

Canada Post can experience shipping delays due to the COVID-19 pandemic and have advised Canadians to anticipate delays as a result of higher parcel volumes.

What are your shipping options? How much does shipping cost?

Orders for all products under $60 (before tax) ship at a flat shipping rate of $15 per order. Orders greater than $60 (before tax) qualify for shipping at no charge.

What is your return policy?

Due to the nature of personal protective equipment we are unable to accept returns, unless product is damaged at the time of delivery or was shipped in error. Within 7 days of receipt of your order, if you notice  shipment is damaged or products received were not what was ordered please contact us at shop@PRIMED.ca and we will arrange for product return and/or exchange.

What forms of payment do you accept?

We accept Visa, Mastercard, American Express, Diner's Club and JCB. We do not accept Interac or debit cards at this time.

What taxes or duties do I have to pay?

Face masks are currently exempt from GST, HST and QST. Applicable taxes on other products will be charged depending on where you live:

  • 5% (GST) in Alberta, British Columbia, Manitoba, Northwest Territories, Nunavut, Quebec, Saskatchewan, and Yukon
  • 7% (PST) in British Columbia and Manitoba
  • 6% (PST) in Saskatchewan
  • 13% (HST) in Ontario 
  • 15% (HST) in New Brunswick, Newfoundland and Labrador, Nova Scotia, and Prince Edward Island
  • 9.975% (QST) in Quebec

Where are you located?

Our headquarters are in Edmonton, Alberta and we have five wholly-owned manufacturing facilities globally. Please note our storefront is exclusively online. Online orders cannot be picked up at any of our business locations. 

How do I make changes to an order I’ve already placed?

Contact us at shop@PRIMED.ca and our Customer Care team will gladly assist you.

How do I contact your company if my question isn’t answered here?

Our customer care team can be reached by email at shop@PRIMED.ca. Please allow up to 48 hours for us to respond due to the high volume of inquiries.