All orders are processed within 24 to 48 hours* (business days before 3pm, excluding weekends and holidays) following their receipt in our system and following receipt of the order confirmation email sent to the customer.

The customer will receive a further communication when their order is shipped.

Processing and shipping an order are two separate aspects.

We use local, provincial and national carrier services to deliver home orders as quickly as possible.

Delivery costs
In Quebec and Ontario, a delivery fee of $14.99 + tax is charged for all orders under $75 before taxes and after discounts if applicable.
No charge for orders of $75 or more before taxes and after discounts if applicable.

For the rest of Canada, a delivery fee of $16.75 + tax is charged for all orders under $150 before taxes and discounts if applicable.
No fees for orders of $150 or more before taxes.

For shipments outside the country, we use the rates of the international carrier.

Delivery times
Quebec, 1-2 business days
Ontario, 2-3 business days
Rest of Canada, 4-5 business days
Outside the country, to be determined according to the destination

Orders placed after 3 p.m. are considered to fall within the following business day. For example, an order placed after 3 p.m. on Friday might be considered an order for the following Monday.

Delivery information
In the order comments section, the customer can provide details about the delivery location to give the delivery driver additional information. We rely on the driver's judgment to ensure the package is delivered safely.

Pickup option
By default, our system offers the most advantageous order pickup option for the customer. If the order does not reach the minimum amount for free delivery, the in-store pickup option will be selected, as there is no charge for this option.

The customer can also manually select the pickup option regardless of the order amount and choose the pickup location from the list of available locations. Pickup takes place during the opening hours of the selected location.

If the customer has not received any communication 3 days after receiving their order confirmation email, they are invited to contact the Director of Digital Marketing at Stomo Medical to inquire about the status of their order at dletourneau@stomomedical.ca

Delivery costs for nutritional products per liter
The different delivery services Additional delivery charges apply for the transport of nutritional products sold in liters. We will need to adjust our delivery charges for this product category.

Liter per case (12 x 1 liter): $5 / case

Optifast product delivery charges
A delivery fee of $16.75 + tax is charged for all orders under $150 before taxes and discounts, if applicable, anywhere in Canada.

*During certain periods of the year when the volume of orders is higher, the delay may be longer.

Please note that delays due to restocking issues, high order volume, or problems with external delivery services may occur and are beyond our control. We have implemented a process to minimize delays, but unfortunately, they can still happen.