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Frequently Asked Questions


What is the Online Shop?
The OstomyWeb.com Online Shop allows you to make orders online through our web site. Our most popular products can be browsed or searched in the Online Shop. A 'shopping cart' concept is used to keep track of your purchases. While browsing our products, add an item to your cart at any time by clicking the 'Add To Cart' button next to the item. Once you have made your selections, go to the checkout page and provide your shipping and billing information. Once we have received your order, we will contact you to finalize the payment details.

The Online Shop control bar at the top right contains 3 icons - clicking on them performs the following actions:

Clicking this icon will display a page showing the contents of your shopping cart.
When you have finished your shopping, click this icon and you will be taken to the Checkout page where you will be prompted to enter your shipping and billing information.
For any web page you are currently viewing, clicking this icon will bring up a small window displaying help for that page.

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What are cookies, and how does your web site use them?
Cookies are small pieces of information stored in a file under the control of your web browser. A web site can write information into a 'cookie' stored with your browser when you view their page. The web site can also retrieve information from a 'cookie' only if that cookie was created by the web site. This means a web site cannot retrieve a cookie created by another web site. The browser imposes a limit on the number of cookies, and the amount of information a web site can write into each cookie. For more information about cookies, please refer to the following web site: Cookie Central

The OstomyWeb.com Online Shop uses cookies in several ways. We use cookies to store the items in your shopping cart. This way, when you navigate through our online shop, we can 'remember' what items you have in your shopping cart. We also use cookies to store your shipping and billing addresses, however we do not use them to store credit card information for security reasons. Using cookies in this way saves you from having to re-enter your address information once it has been entered once.

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What type of security is implemented?
The Online Shop supports versions of Netscape Navigator™* and Microsoft®* Internet Explorer browsers that use 40-bit or 128-bit encryption. Encryption is a way of scrambling data for transmission, in this case between your machine, and the OstomyWeb.com Web server.

128-bit encryption is the most secure form of encryption that is generally available in Internet browsers on the market in North America today. If you try to access our Online Shop without a browser which supports encryption, your access will be denied. If this is the case, we recommend that you download the 128-bit version of your browser:

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Do you ship outside of Canada?
Yes, we do ship outside of Canada. We choose the method of shipment we deem most appropriate; for instance, most shipments to the United States are sent by Express Post - it is more expensive than surface mail but shipping time is much quicker. Please ask us for exact charges in the "notes" area under your shipping address should this be a concern Shipping charges will vary according to destination as follows:

Orders over $150.00 exclusive of taxes will be charged actual cost of shipping less 2% of the order's value. Orders less than $150.00 will be charged the full cost of postage.

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Do you charge for shipping?
Shipping charges will vary according to destination as follows:

  1. Orders within Ontario: Orders over $150.00 exclusive of taxes will be shipped free of charge. A flat fee of $6.55 will apply to smaller orders. All orders will be shipped via Can Par.
  2. Interprovincial orders: Orders over $150.00 exclusive of taxes will be charged actual cost of shipping less 2% of the order's value. Orders will be sent via Can Par or Canada Post. Orders less than $150.00 will be charged the full cost of shipping.

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I entered a product in the search field, but no results were found?
By default, when you enter a search string the online catalogue will be searched by product description. If you want to search by product code instead, make sure the 'Search by...' pull down menu is set to 'Prod.Code'. If the 'search by' field is correct, try narrowing down your search by entering fewer words. Otherwise, it is possible that the item you are looking for is not available in our Online Shop. Please contact us and we will be happy to process your order by phone.

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I'm a bit uneasy about sending my credit card info over the internet. Is there another way?
Yes. Although your credit card number is always required, the expiry date field is optional. Thus, if you are still unsure about sending all your credit card information, omit the expiry date and we will contact you once we receive your order to obtain your expiry date. It is important that you provide us with your contact information (either phone number or email address) so that we can reach you to complete your order. You should be aware that if you omit your credit card expiry date, your order will take slightly longer to process.

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I found a problem while using the Online Shop. How do I report it?
Your feedback is always encouraged. Any problems you find while using our web site can be reported using the Contact page. Please provide as detailed a description as possible of what you were trying to do at the time the problem occurred, and what the result was.

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O.O.S. Medical - 60 Shorting Rd., Toronto, ON, Canada M1S 3S3 / 1-800-387-5150 (tel) / 416-298-0476 (fax)