FAQ icon FAQ
What region(s) do you service?

With medical supply warehouses located in Ottawa, Kingston and Mississauga, we are able to service these and surrounding areas including: Cornwall, Deep River, Arnprior, Renfrew, Eganville, Pembroke, Petawawa, Brockville, Belleville, Tweed, Kaladar, Picton, Trenton, GTA and others. Call us for more information on service or medical equipment delivery areas.

I am injured/suffer a medical condition and need medical products to support me. Where do I start?

Ask your physician or therapist to prescribe or recommend a medical aid, product or piece of equipment that could assist you. Even without a prescription or recommendation, visit us at our retail stores or call our customer care team of experts who can provide valuable guidance and information on choosing the right product to help you. Call us at 1-800-267-1069, option 1.

Do you charge for medical equipment repairs or maintenance?

For service and labour repairs, we charge a flat fee. In-shop service can be provided via walk-in or by appointment. This is chargeable by the half hour, with rates starting at $27.50.
Our base warranty is 60 days on wheelchairs and 90 days on walkers. For mobility products purchased elsewhere, service fees will apply, however we will attempt to obtain coverage under the manufacturer’s warranty for any eligible parts.

How long does it take to get my new wheelchair delivered?

We carry a wide variety of wheelchairs in stock that may be delivered within a few weeks. Some specialty models and requirements for special options may take longer to deliver.

Do you offer medical equipment delivery or pick up?

Yes. We offer delivery and pick up services for medical equipment and supplies, all which can be arranged at the time of your order. Additional fees will be determined when you place your order.

Do you offer equipment setup and installation services?

Yes. Our certified technicians can set up and install any of the products and equipment we sell – grab bars and poles, ramps, ceiling lifts, stair lifts, hospital beds and more. Additional fees may be charged for this service and will be determined at the time of order placement.

How much notice is required to rent a medical device item?

Items are generally available in store for pickup without advance notice. We are able to deliver with 24 hours’ notice. Contact us to get delivery timing to your area.

Can I try out equipment before buying it?

We do have demos of some medical equipment items in store. We offer rentals of certain equipment at competitive prices so you can try before you buy. Please bring us measurements of more particular items that you require so we are better able to assist.

I don’t see any products listed on your website – how can I buy something?

Consumers should contact their nearest OMS/Royal Drugs retail location.

Corporate customers should contact their sales rep or:

  1. Visit their nearest retail location
  2. Email ciorders@oms.ca
  3. Call (613) 244-8620, option 1
Do you manufacture any of your healthcare products?

We partner with name brand, high-quality medical supply vendors to provide you with a variety of products for your healthcare needs. We focus on the distribution of choice medical supplies and equipment and leave manufacturing to the experts.

I am a veteran. Where can I find do I go to get answers to my information about healthcare equipment funding questions?

Visit https://www.veterans.gc.ca/eng/financial-support for more information on funding for Canadian war veterans.

Can I claim my purchase on my private health insurance?

It would depend on your individual plan and what you are covered for. All plans are different and we suggest checking your coverage from your health insurance provider to know what they cover. Most insurance companies will need a doctors’ prescription for claim approval.

If I have private insurance for mobility devices, can I still access ADP?

Yes – ADP is your first destination for funding. Whatever ADP doesn’t cover can then be sent to your private insurance, including the fee for your ADP assessment. Coverage will depend on the details of your plan.

Why do I need an occupational therapist?

Occupational therapists are recommended to determine what products would best suit your needs. While we have extensive knowledge and experience on medical products, and can assist you in getting the items you need, we are not trained medical professionals.

I need help to pay for OMS products/services.

You can apply for credit with Ontario Medical Supply Inc.

What is your return policy?

Our return policy maintains the best value and highest service level for all of our customers. Unless merchandise is defective, all accepted returns will be subject to a 20% minimum restocking fee.

In the event you need to request a return authorization for an item you purchased with us – please email Customer Care at [email protected]  or call 1-800-267-1069

You have 14 days from the delivery date to contact us for a return authorization. Ontario Medical Supply will accept return requests valued at $25.00 (before taxes) and over. All accepted returns are subject to a 20% minimum restocking charge with a minimum $15.00 restocking fee. All products returned to our warehouse are subject to a handling fee calculated based on pick up location. Initial shipping fees are non-refundable.

Please note that no return will be accepted if used, without the original packaging or past the 14-day window of return request. All items returned must be received back within 30 days.

Any non-stocked, specially ordered item is ineligible for return.

Any purchased installed new item is also ineligible for return.

For hygiene reasons, these products are ineligible for return.

  • Incontinence
  • PPE (Personal Protective Equipment)
  • Cushions
  • Slings
  • Mattresses
  • Respiratory/Oxygen
  • Bath Safety
  • Compression Hosiery
  • Any item that has direct skin contact
  • Any purchases marked “FINAL SALE”

Ontario Medical Supply will not accept any product returns with biohazard contamination.

There are no returns on discontinued items.

No returns will be allowed on products with less than six (6) months of shelf life remaining.

Please allow 3-4 weeks to process your credit. Credits exclude shipping and handling charges. All returns are subject to inspection by OMS prior to credit being issued.

Damaged Goods/Short Shipments/Incorrect item shipped

Must be reported within five (5) days of receipt. Be sure to note any damage or poor box conditions when signing for packages. If a shipment arrives damaged or with parts missing, contact the Ontario Medical Supply immediately.

[email protected] or call 1-800-267-1069