Frequently Asked Questions
Frequently asked questions, answered by the people who ship your order.
Care Made is a family run business, and the same people who help customers in our store answer your questions here, then ship across Canada. Below are the questions we hear most often, covering ordering, shipping, in-home delivery and assembly, returns, warranty, and payment. If you cannot find what you need, call us at 888-386-6233 or email info@caremade.ca and we will be glad to help.
- Ordering, shipping, returns and warranty
- Answered by the same team you reach by phone
- Real people at (888) 386-6233
How orders travel and arrive
From dispatch to your door, and the in-home service on the heaviest items.
Is shipping free?
Standard shipping is free Canada-wide on orders over C$100. Golden lift chairs and the Harmony Hi-Low come with our premium full in-home delivery and assembly service, with C$450 added at checkout.
How long will my order take to arrive?
We get your order ready within 1 to 3 business days, and standard delivery usually takes another 4 to 9 business days depending on where you live. Express delivery (1 to 4 business days) is available on select smaller items. Remote destinations may take longer.
Do you deliver and set up Golden lift chairs and the Harmony Hi-Low?
Yes. Every Golden lift chair and the Harmony Hi-Low comes with our premium full in-home delivery and assembly service, C$450 added at checkout. It includes room-of-choice placement, complete setup, and a working check before the delivery team leaves. All other products receive free standard shipping Canada-wide on orders over C$100.
Can I track my order?
Of course. As soon as your order ships, we send tracking to your email so you can follow it right to your door.
Tax, financing and payment methods
What the price includes and how you can pay.
Do I pay sales tax on mobility and medical equipment?
Many qualifying mobility devices, including wheelchairs and certain walkers or scooters specially designed for use by a person with a disability, are zero-rated for GST/HST. Some products and accessories may still be taxable, and some devices qualify only when specific conditions are met. Checkout shows any applicable tax.
Can I pay over time or finance my purchase?
Shop Pay Installments may offer scheduled payment plans for eligible orders, including 0% APR options when available and approved. The plans, payment amounts and any APR shown at checkout are the current terms for your order. Learn more on our Shop Pay Installments page. PayPal is also available if you prefer.
What payment methods do you accept?
Visa, Mastercard, American Express, Discover, Diners Club, PayPal, Apple Pay, Google Pay, and Shop Pay. Every checkout is secure and encrypted.
Can I use extended health insurance for a Care Made order?
Some workplace and personal extended health plans may reimburse eligible mobility equipment when their coverage and documentation rules are met. Confirm the exact item, approved amount, prescription and pre-authorization requirements with your insurer before buying. Care Made can provide a free written estimate and an itemized receipt; see our Insurance Coverage Guide.
If something is not right
Returns, damaged deliveries and manufacturer warranty in Canada.
What is your return policy?
If something is not the right fit, eligible items can be returned within 30 days of delivery, unused and in their original packaging. Walkers, rollators, manual wheelchairs, and many accessories qualify. For health and safety reasons, lift chairs, adjustable and hospital beds, bathroom safety items, cushions, custom orders, and anything used or assembled are final sale. Full details are on our Refund Policy page.
Are battery orders refundable?
No. All battery products and replacement batteries are non-refundable, so please confirm exact compatibility before ordering. This does not change remedies for a battery that arrives damaged, defective or incorrect, applicable warranty coverage, or rights that cannot be excluded by law.
What if my item arrives damaged or defective?
Contact us within 48 hours of delivery with your order number and photos of the product and packaging. We will review the issue and arrange the appropriate remedy under our shipping policy, the applicable warranty or applicable law.
Are your products covered by warranty in Canada?
Many products include a manufacturer warranty valid in Canada. Coverage, exclusions and claim steps vary by brand and model. Ask us about the exact product and we will confirm the current manufacturer terms.
Does warranty coverage differ by brand?
It does. Each manufacturer sets its own terms, which can vary by product and parts. Ask us about any specific model and we will confirm the details for you.
Talking to a real person
Brands, sizing help and the standards behind what we sell.
Which brands do you carry?
We are an authorized retailer for many trusted names, including byACRE, Drive Medical, Evolution, Golden Technologies, Harmony, Human Care Group, MOBB, MOVO, Permobil and ROHO, Pride Mobility, Shoprider, The Mobilist, and Travel Buggy.
Can I talk to a real person before I buy?
We hope you do. You will reach a member of our family run team who truly knows the products, never a call center. Our store is open online around the clock, and you can call 888-386-6233 Monday to Friday 9am to 5pm, Saturday 10am to 4pm, and Sunday 10am to 3pm Pacific, or email info@caremade.ca.
Can you help me choose the right product or get the sizing right?
Gladly, it is what we love to do. Tell us a little about your needs and we will suggest the right option, help with sizing and fit, and compare models so you can choose with confidence.
Are your products compliant with Canadian regulatory standards?
Requirements vary by product category. Health Canada classifies medical devices by risk, and licence requirements differ by class. If you are checking a specific model, contact us and we will confirm the current manufacturer or distributor documentation before you buy.
Still have a question?
Call us and you will reach a member of our family run team, not a call centre. Or email info@caremade.ca and we will reply as soon as we can.
Other pages that help
Shipping, return and warranty details above are summaries. The Shipping Policy and Refund Policy pages are the full versions, and each product page states its own delivery service and warranty.