How To Order

Your online source for medical nutrition supplements, Thick-It, wound care in Canada. 

In addition, we offer: secure ordering, excellent customer service, quick turnaround, and fast shipping. 

Phone

Toll-free 1-866-210-9285

Ordering

What is my order status?

You must be logged into your account at the time of purchase to check your order status. An email with your shipping information is sent once your order has shipped. Contact us, if you have any further questions regarding your order.

I’m interested in canceling, can I?

Orders cannot be cancelled if they shipped. If your order shipped, and you would no longer like the product, please follow our return policy. If the item is returnable, you will be refunded the amount of the order minus the shipping and restocking fees.

Is my payment secure?

We accept Visa and Mastercard. Yes, you can feel safe knowing your payment information is secure. Additionally, payments are processed using Stripe.   We receive confirmation once the payment is processed.

Is there a minimum order amount?

We have no minimum requirements.  Order what you want, when you need it.  It’s that simple.

Shipping

All of our orders are packaged and shipped out within 1-3 business days (Monday-Friday).

Please add items to your cart and use the shipping estimator to calculate shipping.

Charge is based on weight of package.

Please note: It is your responsibility as a buyers to provide accurate and deliverable addresses. If undeliverable, by the carrier, a refund is issued as per our return policy.

Moreover, should the package be lost (due to incorrect addresses provided by the customer), we are not responsible.

Also, please note: ALL PROMOTIONS INCLUDING COUPONS APPLY TO SUBTOTAL.

*One Coupon Per Customer – Per Order*

Return Goods Policy

You may return merchandise within 30 days of the invoice date.  Additionally,  please include the purchase order number and Returned Goods Authorization number. Policy is subject to change.

These items must be unused, unopened and in resalable condition.

Also, if free shipping (coupon) was applied to your order, the cost of the shipping and a restocking fee is taken from the refund before it is issued.

* We ask that all shipments being returned to us have delivery confirmation since we will not be held liable for lost shipments. Customers are liable to pay return shipping costs to the carrier of their choice, Support Source won’t reimburse these costs.

Contact us before making a return for the Returned Goods Authorization number (RMA), available by calling our Customer Service Department 866-210-9285 or emailing us at info@supportsource.ca.

The following information is needed to request authorization:
  • Reason for return
  • Date of purchase
  • Invoice or PO number
  • Product number & Lot number (if applicable)
  • Quantity to return
Please include one of the following reasons for your return:
  1. Ordered the Wrong Item
  2. Was Sent The Wrong Product
  3. Damaged During Shipping
  4. Buyer’s Remorse
  5. Defective

*Orders returned without authorization number will not be accepted

Returned products must be shipped prepaid. Return information will be provided when an RMA is received and approved. 

Allowable schedule for authorized return:
  • Products processed in error by Support Source will be credited in full
  • Defective product will be credited in full
  • Unless defective or shipped in error, any return accepted is subject to up to a 25% restocking fee (minimum charge of $10.00)
  • All returned items are subject to Support Source inspection and acceptance
  • Product must be shipped prepaid
  • 5 months prior to expiry date – depending on product shelf life.
Non-returnable, other than for a manufacturing defect:
  • Sterile products
  • Products discontinued
  • Engraved instruments or instruments etched or labeled by hospital
  • Products unopened and in sellable condition.
  • Instruments returned more than sixty days after invoice date
  • Custom, special or modified items
  • Goods not in original packaging will not be accepted
  • Heat sealed plastic packages of underwear cannot be returned once package has been opened.

*Orders returned without authorization number will not be accepted