FAQs

Find answers about ordering, shipping, local pickup, returns, wholesale pricing and product availability.

Ordering

How do I place an order?

You can place an order directly through our website by adding products to your cart and completing checkout.

For large, recurring, wholesale or pallet orders, contact us at sales@aurumcareco.com for pricing and assistance.

Do I need an account to place an order?

No. You can check out as a guest.

Creating an account makes it easier to view previous orders, save your information and reorder products in the future.

Are your prices in Canadian dollars?

Yes. All prices shown on our website are in Canadian dollars unless otherwise stated.

Applicable taxes are added at checkout.

Do you have a minimum order amount?

There is no minimum purchase requirement for regular online orders.

Minimum quantities may apply to special-order, wholesale, custom, case or pallet pricing.

Can I order by the box or by the case?

Many products are available by individual box and full case.

Available quantities and package options are shown on the product page. Contact us if you need a larger quantity that is not listed online.

Can I change or cancel my order?

Contact sales@aurumcareco.com as soon as possible after placing your order.

We will make every reasonable effort to update or cancel an order that has not yet been processed or shipped. Once an order has been packed or shipped, changes or cancellations may not be possible.

Special-order, bulk, pallet, custom and final-sale orders may not be cancelled once processing has begun.

Shipping and Delivery

How much does shipping cost?

We offer flat-rate shipping across Canada on eligible standard-size orders:

• Orders under $100 before taxes: $15 shipping

• Orders of $100 or more before taxes: $10 shipping

Orders of $200 or more before taxes qualify for free shipping when the delivery address is within our eligible Greater Toronto Area delivery zone.

Free GTA shipping is applied automatically at checkout based on the delivery postal code. No promotional code is required.

Do you ship throughout Canada?

Yes. We ship to eligible addresses across Canada.

Some oversized, heavy, hazardous, remote-location or freight-only orders may require additional shipping charges.

If an extra charge is required and cannot be calculated accurately at checkout, we will contact you before shipping the order.

How quickly will my order be shipped?

Most in-stock orders are dispatched on the next business day.

Many customers receive their orders within two to three business days. However, we recommend allowing five to seven business days for processing and delivery.

Delivery times may vary depending on the destination, product availability, order size, carrier delays, holidays, weather and freight requirements.

How can I track my order?

When tracking is available, it will be sent to the email address or phone number provided at checkout.

Tracking information may take up to 24 hours to update after the carrier collects the shipment.

Some local deliveries, supplier-direct shipments and freight orders may use a different tracking or delivery-confirmation process.

What if my order is delayed?

Please check your tracking information first.

If the tracking has not updated or the order appears significantly delayed, contact sales@aurumcareco.com with your order number and we will help investigate.

Do you offer local pickup?

Local pickup may be available for eligible orders by appointment only.

Please place your order online and wait until you receive a pickup-ready confirmation. The current pickup address and collection instructions will be provided directly in your confirmation email.

Please do not visit without a confirmed pickup appointment.

Can you deliver to a residential address?

Yes, where carrier service is available.

Additional charges may apply to oversized, freight or limited-access deliveries. Please include a working phone number and any important delivery instructions with your order.

Do you deliver to businesses with restricted receiving hours?

Yes, but please provide receiving hours and any delivery requirements before shipment.

Additional charges may apply for scheduled delivery, liftgate service, inside delivery, redelivery or limited-access locations.

Products and Availability

Are all products shown online currently in stock?

We make every effort to keep product availability accurate, but inventory can change quickly.

If a product becomes unavailable after you place an order, we will contact you with available options.

Will you substitute a different product if mine is unavailable?

We will not substitute a different brand, size or specification without your approval when the difference may affect suitability or performance.

If an alternative is available, we may contact you and ask whether you would like to accept it.

Can you source products that are not listed on the website?

Yes. We may be able to source additional medical, janitorial, restaurant, packaging, industrial, safety, salon and workplace products.

Email sales@aurumcareco.com with the product name, brand, size, quantity or manufacturer number, if available.

How do I know how many units are in a box or case?

Package quantities are listed on the product page whenever available.

Please review the product title, description and variant carefully before ordering. Contact us if the quantity or case configuration is unclear.

Are your products suitable for medical or professional use?

Product suitability depends on the specific item, certification and intended application.

Please review the product specifications before purchasing. Customers are responsible for confirming that a product meets their professional, regulatory or workplace requirements.

Contact us if you need help identifying the correct product.

Do product colours, packaging or brands ever change?

Manufacturers may occasionally update product packaging, labels or appearance without notice.

The product supplied should match the ordered specifications. If a material product detail changes, we will contact you where appropriate.

Wholesale and Business Orders

Do you offer wholesale or volume pricing?

Yes. Business, wholesale, recurring, case and pallet pricing may be available depending on the product and order quantity.

Contact sales@aurumcareco.com or submit a wholesale request through our website.

Who can apply for business or wholesale pricing?

We work with clinics, restaurants, care facilities, cleaning companies, warehouses, salons, distributors, offices and other businesses across Canada.

Approval and pricing depend on the products, quantities and expected order frequency.

Can I request a formal quotation?

Yes. Email us with:

• Your business name

• Contact information

• Products required

• Quantities

• Delivery postal code

• Required delivery date

We will review the request and provide pricing where available.

Do you offer case, skid or pallet pricing?

Yes, for many products.

Contact us before ordering if you require full-case, skid, pallet or recurring-volume pricing.

Can I place recurring orders?

Yes. We can assist with frequently reordered supplies and recurring business needs.

Contact our team to discuss product availability, preferred quantities and delivery frequency.

Do you accept purchase orders?

Purchase orders may be accepted for approved business accounts.

Contact us before submitting a purchase order to confirm account eligibility, pricing and payment terms.

Returns, Refunds and Order Issues

What is your return policy?

Return requests must be submitted within five calendar days of delivery.

Products must generally be unused, unopened, in their original packaging and in resalable condition.

Some medical, hygiene, personal-care, special-order, bulk, clearance and freight products may not be returnable.

Please review our Refund and Return Policy for full details.

Can opened medical or hygiene products be returned?

Generally, no.

For health and safety reasons, medical, hygiene, personal-care and sanitary products cannot normally be returned once their packaging or safety seal has been opened.

What if I receive a damaged, defective or incorrect product?

Contact sales@aurumcareco.com as soon as possible with:

• Your order number

• A description of the issue

• Clear photographs of the product

• Photographs of the shipping carton and label

• The affected quantity

Please keep the product and original packaging while we review the issue.

If the issue is confirmed, we may provide a replacement, refund, store credit or another appropriate resolution.

Who pays for return shipping?

Aurum Care Co will cover reasonable return shipping costs when we have supplied a damaged, defective or incorrect product.

For other approved returns, the customer is generally responsible for return shipping costs.

Are sale items final sale?

A discounted product is not automatically final sale.

An item is final sale only when it is clearly marked as final sale on the product page, quotation, checkout page or invoice.

How long do refunds take?

Approved refunds are issued to the original payment method.

Please allow approximately five to ten business days after approval for the refund to appear, depending on your bank or payment provider.

Payments and Security

What payment methods do you accept?

Available payment methods are displayed at checkout and may include major credit cards, accelerated payment options and other supported payment services.

Is online checkout secure?

Yes. Payments are processed through secure checkout systems provided by Shopify and supported payment providers.

Aurum Care Co does not directly store your complete credit-card information.

Can I pay by e-transfer, cheque or bank transfer?

Alternative payment methods may be available for approved business, wholesale or large orders.

Contact us before placing the order to confirm available options.

Contact and Support

How can I contact Aurum Care Co?

You can contact us at:

Email: sales@aurumcareco.com
Phone: +1 437-991-4653
Hours: Monday to Friday, 9:00 a.m.–5:00 p.m. Eastern Time

What information should I include when contacting you?

To help us respond quickly, include:

• Your order number, if applicable

• Product name or SKU

• Quantity required

• Delivery postal code

• A clear description of your question

• Photographs, where relevant

When will I receive a response?

We aim to respond to most inquiries within one business day.

Messages received outside business hours, on weekends or on statutory holidays will be reviewed on the next business day.