Return Policy / Complaints / Delivery

Below are the general and specific rules of the return, complaints and delivery policy for the online store of Stomaltern Inc.

Return policy

1.1. General rule
This policy correlates with the returns and complaints policy of our distributor of ostomy supplies and applies only to any ostomy product purchased from the Stomaltern online store. A maximum of 30 days is allowed for any return, starting from the invoice date. All returns must be approved by Stomaltern. In addition, following approval, we will send you a return label.

1.2. Eligible products

  1. 2.1. Returned products will be subject to warehouse inspection, as certain
    criteria must be met in order to be accepted and credited. All returned
    products must have a good expiration date of at least 9 months and be in
    good resalable condition (no labels, damaged boxes, pen marks, etc.).
  1. 2.2. Non-returnable products will not be considered for any refund. Non-
    returnable products include: special orders (outside of the usual inventory),
    products that will be or are discontinued by the manufacturer.

1.3. Home delivery policy (Dropship)

Following shipment of the products, a receipt period of 1 to 5 working days should be considered, depending on the province. We calculate a delay of 1 to 3 working days for Quebec and Ontario. For the rest of Canada, the delay can be 3 to 5 working days. In rare cases, the deadlines can be longer and this, if the order is deferred (backorder). We will always try to communicate with you as soon as possible if this is the case.

Stomaltern may apply certain discounts or promotions which may either decrease or eliminate delivery charges during a period of time. However, orders of $ 100 and more before taxes are shipped free of charge, when no discounts are applied. For information, our delivery costs are
$ 9.95 + taxes.

Stomaltern will be responsible for covering the cost of returning the Full and Family packages. However, in the event that the home delivery address is incorrect or incomplete, the customer will be responsible for covering the cost of the return. In other words, if the delivery address entered on the order does not exist or is incorrect, a restocking charge will be applied to that order to cover the cost of return delivery to the warehouse.

Signature required – If this option is selected, our distributor will cover the first delivery to the customer, if the customer is not at home they will be responsible for picking up the package from the delivery company depot. Each “re-delivery” attempt will be charged to his account. Any “unclaimed” order returned to our distributor’s warehouse will also be the responsibility of the customer.

Signature not required – The delivery company will leave the package at the customer’s door (if there is no one at home). Our distributor and Stomaltern are not responsible for the package unless proof of damage is provided.

1.4. Complaints policy

  1. 4.1. Damaged products (by the warehouse)
    The customer’s responsibility is to report to Stomaltern any items damaged (inside the box) following their delivery. The customer must contact Stomaltern within 3 (three) days of obtaining the damaged product (s) in order to have the option of product replacement or credit. Stomaltern, as well as our distributor, are not responsible for damaged products reported 4 days (or more) after delivery of the order.
  1. 4.2. Damaged box (by the carrier)
    It is the customer’s responsibility to report any damaged or lost packages from the courier. If you see that boxes are missing or there is visible damage, you must notify us IMMEDIATELY.

** Stomaltern is not responsible for orders delivered whose receipt in full was confirmed by the customer’s signature **

For any questions, please use the following address:

Updated: November 24, 2021