I used their website to order a product that wasn't in their store. I guess this is considered "special order" even though that's not mentioned at anytime you make the order.
Anyways, I placed the order for one product. At no time did it say an estimated delivery date, before or after I checked out. I emailed them and they said I get an email when it's being shipped out but no time frame. It took 1.5 weeks to get the product. I needed that product asap.
I received an email Monday, 2 days after I placed the order and was told I would receive the product by Friday. I never got the product until the following Wednesday. I had to call many times to find out what was happening with my order as I needed it asap. The lady on the phone didn't really show any concern when I told her I needed the product asap as it would be useless if I received it any later. She was quick to rush the conversation and end the call. Not the best customer service....
They need to include an estimated delivery time on the website and make it clear where the products come from and how long it could take.
When it comes to medical products, those are time sensitive. So if a product takes a long time to arrive, it could be useless by the time it arrives.
Also, PAY ATTENTION to the return policy. Read it in full before you purchase anything. On the policy it says nothing about special orders being non-refundable but if you want to return a special order, they will inform you that they don't do refunds on those orders.
Positive: They had the option to order the product from their site where no one else did in Toronto. Was the only place I could "easily" place an order for the product I needed. And they do have pick up in store if they have the product in store.
Only giving 2 stars because they had the option to order my product.