For more information select one of the following customer service categories:
- Secure Shopping
- Updating Account Information
- Payment Options
- Privacy & Security
- Terms & Conditions
- Sales Tax
- Shipping Rules & Restrictions
- Shipping Options & Costs
- Returns, Exchanges & Replacements
- Damaged/Defective Items
- Money Back Guarantee
- Limited Warranty
- Order Status
You can check the status of your orders by accessing your account online 24 hours a day. All you need is your email address and password. If you have forgotten your password you can request that it be emailed to you automatically from the login page.
- Updating Account Information
Your account can be updated anytime that you have logged onto the website.
The First Aid Zone gladly accepts payments for purchases in the form of credit card, personal check, money order, cashier's check or certified bank check.
The First Aid Zone accepts the following credit cards for payment:
Orders require credit card authorization with a valid Expiry Date and CVV security codes.
The First Aid Zone accepts personal checks for electronic processing on phone orders only at no additional charge to you. Your check must be drawn on a recognized Canadian or U.S. bank account. "Temporary" or counter checks are not acceptable.
Standard Written Check and Money Orders (sent through the mail) :
The First Aid Zone also accepts personal checks, money orders, cashier's checks, or certified bank checks denominated in a currency appropriate for the transaction (U.S. or Canadian dollars) as payment for all orders. Checks must be drawn on a recognized Canadian or U.S. bank and have the customer's name and address imprinted on the check front, with a valid nine-digit bank routing number (ABA code) located at the bottom of the check. "Temporary" or counter checks are not acceptable.
Please make your check payable to: The First Aid Zone.
and mail to: 536 Hood Rd., Markham Ontario Canada L3R 3K9
If you pay by personal check, money order, cashier's check, or certified bank check, your order will be delayed since we must wait for receipt of the check and for the funds to clear before we can ship your merchandise. If you reside in [store_country], paying by any of the above methods typically delays your order about 15 business days from the day we receive your check. Dishonored checks will be assessed a fee of $20.00 or the maximum allowed by law.
Privacy & Security
We use the industry standard encryption protocol known as Secure Socket Layer (SSL) to keep your order information secure.
We have established a Secure Shopping Guarantee for every transaction that you make with The First Aid Zone. Should any unauthorized charges appear on your credit card as a result of shopping with The First Aid Zone, you must notify your credit card provider in accordance with its reporting rules and procedures.
We will cover the liability of purchases made through this web site only if the unauthorized use of your credit card resulted through no fault of your own. If your bank holds you responsible for fraudulent charges, we will cover your liability up to $50.00.
When providing your credit card information, you are also requested to enter a security code known as the CVV or CVV2 code which is typically 3 digits following the last 4 digits of your credit card number located on the back of Visa, Mastercard and Discover cards. Amex cards use a 4 digit CID code placed above the credit card number and is located on the front of the card. For more information follow this link.
Terms & Conditions
- THE FIRST AID ZONE DOES NOT WARRANT THAT INFORMATION CONTAINED ON THE SITE WILL BE ACCURATE, RELIABLE OR ERROR FREE, OR THAT DEFECTS WILL BE CORRECTED. THE FIRST AID ZONE CANNOT BE HELD RESPONSIBLE FOR ERRORS AND OMISSIONS IN THE SITE AND RESERVES THE RIGHT TO MODIFY AND CORRECT ERRORS AT ANY TIME. MATERIAL ON THE SITE MAY ALSO CONTAIN TECHNICAL INACCURACIES OR TYPOGRAPHICAL ERRORS (INCLUDING PRICING ERRORS), AND MAY BE CHANGED, UPDATED OR MODIFIED AT ANY TIME AND FROM TIME TO TIME WITHOUT NOTICE; THE FIRST AID ZONE WILL NOT BE LIABLE OR RESPONSIBLE FOR ANY SUCH INACCURACIES, ERRORS, CHANGES, OR UPDATES. THE FIRST AID ZONE MAY IN ITS SOLE DISCRETION ADD, DELETE, OR CHANGE SOME OR ALL OF ITS PRODUCTS AND SERVICES AT ANY TIME. The First Aid Zone has attempted to accurately depict the products offered on the Site. However, because the depiction of a product is dependent on your computer monitor, The First Aid Zone cannot guarantee that such depiction will be accurate. The products also may appear larger or smaller than their actual size depending on your monitor. Some photographs have been enlarged to show detail.
USE OF THE SITE IS ENTIRELY AT YOUR OWN RISK. EXCEPT AS EXPRESSLY SET FORTH BELOW OR IN A WRITTEN WARRANTY THAT ACCOMPANIES A PRODUCT (AND THEN ONLY WITH RESPECT TO SUCH PRODUCT), THE FIRST AID ZONE EXPRESSLY DISCLAIMS ALL REPRESENTATIONS AND WARRANTIES OF ANY KIND EITHER EXPRESS OR IMPLIED (INCLUDING WITHOUT LIMITATION, WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, ACCURACY AND AVAILABILITY) REGARDING THE SITE AND ANY PRODUCTS OFFERED OR AVAILABLE THROUGH THE SITE. THE SITE AND PRODUCTS AND INFORMATION ON THE SITE ARE PROVIDED ON AN 'AS IS-WHERE IS' BASIS. NEITHER THE FIRST AID ZONE NOR ITS SUBSIDIARIES, AFFILIATES OR ANY OF THEIR RESPECTIVE EMPLOYEES, AGENTS, DIRECTORS, EMPLOYEES, REPRESENTATIVES, SHAREHOLDERS, PREDECESSORS, SUCCESSORS, OR ASSIGNS (COLLECTIVELY, 'AFFILIATES') WILL BE LIABLE FOR ANY INDIRECT, INCIDENTAL, SPECIAL, PUNITIVE, OR CONSEQUENTIAL DAMAGES WHATSOEVER ARISING DIRECTLY OR INDIRECTLY FROM USE OF THE SITE, THE INFORMATION CONTAINED ON OR TRANSMITTED FROM THE SITE OR PRODUCTS AVAILABLE OR PURCHASED THROUGH THE SITE, OR TRANSACTIONS CONDUCTED AT THE SITE, EVEN IF THE FIRST AID ZONE HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES OR LOSSES. SOME STATES DO NOT ALLOW THE EXCLUSION OR LIMITATION OF LIABILITY FOR CONSEQUENTIAL OR INCIDENTAL DAMAGES SO THE ABOVE LIMITATION OR EXCLUSION MAY NOT APPLY TO YOU. IN NO EVENT SHALL THE TOTAL LIABILITY OF THE FIRST AID ZONE OR ITS AFFILIATES ARISING DIRECTLY OR INDIRECTLY FROM THIS SITE OR ANY PRODUCTS AVAILABLE OR PURCHASED THROUGH THE SITE EXCEED THE LESSER OF THE AMOUNT PAID BY YOU TO The First Aid Zone FOR THE SINGLE PRODUCT AT ISSUE, OR ONE THOUSAND DOLLARS ($1,000). YOU HEREBY ACKNOWLEDGE THAT ALL THE PROVISIONS OF THIS SECTION WILL APPLY TO ALL USE OF THE SITE, THE INFORMATION CONTAINED ON THE SITE, AND PRODUCTS AVAILABLE OR PURCHASED THROUGH THE SITE, AND TRANSACTIONS CONDUCTED AT THE SITE.
Subject to the following arbitration provision these terms and conditions shall be governed by, construed and interpreted according to the laws of the State of [store_zone], and you and The First Aid Zone (the 'Parties') agree to and consent to the exclusive jurisdiction and venue of the courts in OurCounty, [store_zone]. Should a dispute arise between the Parties which cannot be resolved by the Parties in good faith negotiations, both Parties agree to submit such dispute to arbitration in [store_zone], before a single arbitrator familiar with the Uniform Commercial Code using the Commercial Rules of the American Arbitration Association, with the following modifications to be enforced by the arbitrator consistent with [store_zone] law:
(a) any such arbitration proceeding shall be confidential as to the existence, content, and results of the arbitration;
(b) depositions shall not exceed two (2) per party and all must be completed within a single day;
(c) document requests are limited to no more than ten (10) clearly identified categories of documents which must be provided to the requesting party within five (5) business days of the request;
(d) each party shall have no more than eight (8) hours to present its position; and
(e) the entire hearing shall last no longer than three (3) business days.The award, if any, shall be rendered no more than thirty (30) days following the end of the proceeding. Judgment upon the award rendered by the arbitrator may be entered by any court having jurisdiction. Both Parties expressly agree that any such controversy or claim shall be arbitrated on an individual basis, and shall not be consolidated in any arbitration with any claim or controversy of any other party. Each party shall bear its own attorneys' fees and costs in connection with the proceedings and shall share equally the fees and expenses of the arbitrator.
Shipping & Taxes
- Sales Tax
Since The First Aid Zone is based in Ontario, Canada, provincial law requires that we charge Provincial sales tax on orders shipped to customers residing in Ontario and HST or GST (as appropriate) on orders shipped to other provinces within Canada.
To customers residing in provinces/states other than Ontario, please be aware that, if applicable, the taxing authorities in your province/state may charge you a "use" tax on your out-of-province/state internet and/or catalog purchases. While it is not the responsibility of The First Aid Zone to charge or collect this "use" tax from you at this time, we are alerting our customers regarding this possibility as a courtesy. If you require further information on this issue, we suggest you contact the tax authorities in your province/state directly.
- Shipping Rules & Restrictions
- Most orders begin the order process as soon as your online purchase is completed. Your order will be shipped once your payment is approved, the receiving address is verified, and the item is located in stock. If an item you order is not currently in stock, you will be notified by email.
For security reasons, all shipments over $200 require an authorized signature*. If you cannot be available to sign for your package, please be sure that an adult who is authorized to sign for your package will be present at the designated shipping address.
*Important note: If your order is being delivered to an office building, apartment complex or similar facility, or to a public institution such as a hospital, hotel, school, etc., the carrier may accept the signatures of mailroom employees, receptionists, and similar administrative personnel upon delivery. Upon signature or acceptance by such personnel, we shall be deemed to have fulfilled our entire delivery obligation for your order. We are not responsible for lost or stolen items delivered in accordance with the delivery practices noted above.
- Shipping Choices & Costs
- In-Stock Items / Same Day Shipping
Most orders for In-Stock items begin the order process as soon as your online purchase is completed.
The First Aid Zone offers same day shipping on many orders for in-stock merchandise if we receive and process your credit card order before 3:00 pm PST Monday through Friday. Credit card orders for in-stock merchandise received after 3:00 p.m. PST Friday, on a weekend day or a holiday will begin processing the next business day.
Merchandise not available for same day shipping usually ships within two business days after your credit card order has processed. Please note that overnight delivery on credit card orders for in-stock merchandise processed before 3:00 p.m. PST on Fridays will be shipped on Monday as the next business day unless you select Saturday delivery for an additional charge when available. Please consult with your Sales Associate for details.
Canadian & U.S. Shipments
The First Aid Zone is proud to offer FREE ground shipping on all orders totaling at least $250 CDN and weighing less than 45 lbs (20.4 kg) (excluding taxes and shipping & handling charges) to all Canadian and U.S. destinations except Alaska and Hawaii; shipments to Alaska and Hawaii can only be shipped by 2nd day or Next Day service. All orders are shipped using a recognized courier or postal service and are fully insured in transit. Delivery time is usually five (5) business days from the time your package leaves our warehouse. Please note that we do not ship to P.O. Boxes outside of Canada without the express consent of the purchaser. Within Canada, delivery is available to PO boxes that receive service by Canada Post. Please ensure that your address includes all relevant information including a suite or apartment number and correct postal code. Incorrect postal information can disrupt the timely delivery of your order. If you have a question or concern, please call us.
At the present time a Flat Rate shipping fee of $12 (in the currency of the order) is charged for all orders. This fee may be reduced based on the weight and size of the order for shipments within Ontario and Quebec. Please understand that due to the wide range of products that we carry, it is very difficult to determine an exact shipping rate but we attempt to honour our $12 shipping fee in most instances. Oversize and heavy packages may incur a shipping fee that exceeds the Flat Rate $12 fee. If this situation occurs, the customer will be notified prior to billing and shipping with a firm shipping quote. Faster service by Expresspost or Priority Courier is available for an additional fee. Please contact us for pricing if these services are required.
For your security, your order will not automatically be delivered without an authorized signature. If an economy shipping method is selected, the requirement for an authorized signature may be waved.
If you cannot be available to sign for your package, please be sure that an adult who is authorized to sign for your package will be available at the designated shipping address. It is up to the delivery service to provide alternative delivery options which may include notification of a second attempt for delivery or the optional pickup at a depot or postal outlet. Customers will be charged a fee of $10 to reroute a package once it has been released to our carriers.
All prices and shipping charges are listed in U.S. currency.
The First Aid Zone ships your packages via International Service at a flat rate, for a basic service, of $34.95 per shipment. Please note that basic International Small Packet Air delivery does not include tracking or signature confirmation services. Customers will be notified of shipment choices and offered the best rate possible based upon the package weight, size and destination. You can place your international order at The First Aid Zone via: www.FirstAidZone.com
Please note: International orders are subject to additional handling charges, higher shipping rates, and applicable customs, import duties and taxes, which are the sole responsibility of the customer. The customer will be charged for these fees prior to shipment. The First Aid Zone uses best efforts to calculate these fees in advance as a convenience to our customers; however, any shortages in shipping, handling or customs duty fees after merchandise has shipped will be charged to the customer's credit card or invoiced to the customer and collected by the carrier at time of delivery (C.O.D.). These fees are non-refundable in the event the merchandise is returned to The First Aid Zone for any reason.
Since customs policies vary widely from country to country, we urge our international customers to contact their local customs office for further information.
Returns, Exchanges & Replacements
- You may return "new and unused" merchandise that has not been special ordered within 30 days of ship date as stated in our Returns section for a full refund of the purchase price, minus the shipping, handling, gift packaging, or other charges within 15 days of ship date.
If the returned merchandise involves layaway, the 25% deposit is not refundable. The returned merchandise must be accompanied by proof of purchase and the original copy of the warranty as well as all original documentation and packaging; otherwise, the return will not be honored.
You must obtain a Return Merchandise Authorization (RMA) number from The First Aid Zone before returning merchandise. We will not accept any returned merchandise without an RMA number. Contact customer service to obtain an RMA number. "New and unused" means that there are no scratches, marks, or blemishes on the item; the security tags are still attached; and the item must not have been sized or altered in any way. We cannot accept a return of any item with any indication that it has been used.
For returning an item to The First Aid Zone:
Contact customer service to obtain an RMA number. The RMA number must be written on the original invoice.
Repack the product in its original packaging materials, including warranties. Ship your return prepaid and insured for the full purchase price by a carrier that offers package tracking such as United Parcel Service (UPS) or Federal Express to the address listed at the top of the invoice.
If you receive a damaged or incorrect item, contact customer service no later than 5 business days of receipt. On a case by case basis, we will cover shipping charges up to a maximum of $12.00 upon our receipt of the defective or mis-delivered item. If there is extensive damage to the carton, refuse the order and contact customer service immediately.
While the incidence of defects in new items is extremely low, there may be occasions in which repair work becomes necessary (while the product is still under warranty). In most cases, any warranty repair work will be handled directly by The First Aid Zone on our premises. However, in some cases in which the manufacturer is the authorized service center, all repairs or replacements will be handled by the manufacturer. Please refer to the warranty card accompanying the product for details.
- Damaged or Defective Items
If you receive a damaged or incorrect item, contact customer service no later than 5 business days of receipt. On a case by case basis, we will cover shipping charges up to a maximum of $12.00 upon our receipt of the defective or mis-delivered item which must be returned fully intact with the original packaging via common carrier that provides package tracking. If there is extensive damage to the carton, refuse the order and contact customer service immediately. Please have your order number available when you contact customer service.
- Money Back Guarantee
We want you to be fully satisfied with every item that you purchase online from The First Aid Zone. If you are not satisfied with an item that you have purchased online, you may return the item for a full refund of the purchase price, minus the shipping, handling, or other charges, subject to the time period specific to that product and according to our Return/Exchange Instructions.
The item must be returned in new and unused condition, in the original boxes and with all paperwork (this includes warranties), parts and accessories to insure full credit. "New and unused" means that there are no scratches, marks, or blemishes on the item; there are no signs of wear on the product, the tags, or the case; if applicable, the clear plastic wrapping has not been torn or removed; and the product must not have been sized or altered in any way. We cannot accept a return of any item with any indication that it has been used.
All items properly returned under this policy are eligible for a refund or a store credit, at your option. If you choose a refund, the adjusted purchase price will be credited in the same form of payment used for the original purchase.
You can expect a refund in the same form of payment originally used for purchase as soon as possible upon our receipt of your returned product. You will be refunded the shipping cost up to a maximum of $12.00 if the return is a result of a shipping error on our part.
Occasionally, orders or parts of an order are cancelled by our system for various reasons. Some reasons are:
• Item(s) not available.
• Difficulty in processing your payment information.
• Cannot ship to address provided.
• Duplicate order was placed.
• Cancelled due to a customer request.
If your order is cancelled, you will receive an important notice regarding your order via e-mail which will explain the reason for the cancellation. You will not be billed for any cancelled items. If you are interested in alternative products, please contact customer service by e-mail for a recommendation.
- After you have clicked "Confirm Order," your order begins to process and you cannot make any online changes to your order.
To change or cancel your order prior to shipment, you must contact customer service. Please note that most orders process quickly and can enter the shipping process within minutes. If your order has already entered the shipping process, it cannot be changed or canceled.
Items that were specially configured by you are custom manufactured and cannot be canceled once production has commenced.
- Limited Warranty
The First Aid Zone provides warranty coverage as specified in the product descriptions posted on the website. Our "MBI" and "Rosenthal" line of instruments have a limited Lifetime warranty on any manufacturing defects. Defective items will be replaced at no cost once the conditions of this limited warranty have been verified.
All shipping and handling costs in connection with warranty service are the responsibility of the customer. This warranty is valid only at The First Aid Zone. Improper repair or warranty service performed by someone other than The First Aid Zone will void this warranty.
The First Aid Zone DISCLAIMS ANY LIABILITY FOR CONSEQUENTIAL OR INCIDENTAL DAMAGES FOR BREACH OF WRITTEN OR IMPLIED WARRANTY, INCLUDING MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE. THIS WARRANTY GIVES YOU SPECIFIC LEGAL RIGHTS, AND YOU MAY ALSO HAVE OTHER RIGHTS, WHICH VARY FROM JURISDICTION TO JURISDICTION. Some provinces/states do not allow the exclusion or limitation of incidental or consequential damages, so the above limitation may not apply to you. For additional questions concerning warranty service, please contact our customer service Department.