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Frequently asked Questions

Warranty & Product Information

Q: Who should I contact with questions concerning a manufacturer's warranty?
A: Contact the manufacturer directly with questions concerning a manufacturer's warranty. We can provide you with additional warranty information or information on how to obtain a copy of the manufacturer's warranty for a specific product, if you contact customer service. Please specify the product name, manufacturer name and online item number in your e-mail.

Q: Does The First Aid Zone offer extended warranties for any products?
A: We do not currently offer or extend product warranties for any products.

Q: Is it possible to alter, add, or change a items I see on The First Aid Zone?
A: Some items on our site can be special ordered and configured to your specifications right online. Such items cannot be cancelled because they are being produced to your specifications. Production time for these items will be longer than regular items.

Q: How do I know your products are authentic?
A: We guarantee all of our merchandise is genuine and authentic.

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The Shopping Cart

Q: How does the shopping cart work?
A: When you are shopping on The First Aid Zone and add an item to your cart, it is saved in your Shopping Cart. The Shopping Cart holds products you wish to purchase while you shop, the same way you use a shopping cart in a retail store.
Options in the Shopping Cart:

Update the quantity of an item

To do this, simply type in the quantity you wish to purchase and click "Update Cart."

Remove an item from your Shopping Cart.

To remove an item, click on the "Remove" check box and click "Update Cart."

Return to shopping

If you wish to continue shopping on The First Aid Zone, you can use the Shopping Cart to store items you wish to purchase. Click on "Continue Shopping" to search the site for additional items. At any time during your shopping experience, you can return to your Shopping Cart by clicking on "Shopping Cart."

Proceed to secure Checkout

When you are ready to purchase your item(s), click on "Checkout." Our checkout process is fast, easy and secure.

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Shopping on the Website

Q: What is the fastest way to find a particular product on The First Aid Zone?
A: Use our convenient, cross-category, keyword search Quick Find feature. You can search by item number, model name or key word(s) describing the product. Also, you will find links to product categories located on the left side of your screen throughout your shopping experience.

Q: How often is the stock updated on The First Aid Zone?
A: We are constantly adding to our expansive collection of products. By regularly updating our product lines we are able to supply you with seasonal favorites as well as the most current trends.

Q: If I subscribe to the The First Aid Zone newsletter, will my e-mail address remain confidential? How often will I receive the newsletter?
A: Information such as account or credit card numbers and demographic information such as postal code/zip code and age are used only to send orders, our company newsletter and other e-mail promotions pertinent to The First Aid Zone site. This information is not shared with any outside parties. We generally send out newsletters every other week, but may vary depending on the time of year.

Q: What shipping methods are available?
A: We currently offer a variety of expedited and standard delivery options. Contact us for more details.

Q: Is international shipping available? To what international destinations do you ship?
A: We currently ship to international addresses in a limited number of countries, all of which are listed in our International Shipping information .

Q: What forms of payment are accepted?
A: We currently accept most major credit cards, personal check, money order, cashier's check, certified bank check, wire transfer, as well as gift certificates.

Q: Can I use more than one credit card to pay for my web order?
A: No, currently we only accept one credit card number per web order. To make alternate payment arrangements please contact our customer service Department.

Q: How do I know when my order has been received?
A: Once your order has been received, you will receive an e-mail from us. This e-mail confirms that we have received your order and it includes your order number. Keep this e-mail for your records.

Q: How do I know when my order has been shipped?
A: Once your order has been shipped, you will receive an e-mail from us. This e-mail confirms that your order or part of your order has shipped. You may receive multiple e-mails depending on the items you selected.

Q: Can I cancel my order?
A: 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.

Q: How can I track my order?
A: We provide online tracking for your convenience. Just click on the "Track Your Order" link and you can track the status of your delivery with your order number. This feature may not be available for all shipments.

Q: Can The First Aid Zone provide me with my order's tracking number so that I can track it myself?
A: We provide online tracking for your convenience. Just login to your account and you can track the delivery status of any order.

Q: Can I ship to my office or another residential address even if it is different than my billing address?
A: While, you can ship to an office address, a residential address other than your billing address must be listed with your credit card company

Q: Are the product images on your site photographs of the actual merchandise?
A: Yes, all of the product images on The First Aid Zone are images of our actual merchandise. If a product or its packaging is changed by the manufacturer, we do our best to update the relevant information. As a consequence, The First Aid Zone cannot guarantee that all images are up-to-date.

Q: During the order and shipment process, when is my credit card billed?
A: Your credit card is billed just prior to when your order is shipped.

Q: Do I have to pay sales tax on my online purchase?
A: Since The First Aid Zone is based in Ontario Canada, provincial law requires that we charge sales tax on orders shipped to customers residing in Ontario. 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.

Q: Can I get a catalog of your product assortment sent to me?
A: You can only view the The First Aid Zone product assortment online in our web store.

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Q: What are the steps I need to take to return an item to The First Aid Zone?
A: You must obtain a Return For Inspection (RFI) number prior to returning any product to The First Aid Zone. For complete instructions on returning a product to The First Aid Zone, please read the Returns and Repairs section.

Q: Why must I obtain a Return For Inspection (RFI) number prior to returning an item to The First Aid Zone?
A: You must obtain an RFI number so that we can easily identify your package when it is returned to our warehouse. Prompt identification allows for expedited handling. Any package returned to our warehouse that does not have an RFI number will not be accepted.

Q: When can I expect to receive the item I sent to The First Aid Zone for repair?
A: We will notify you of the status of your repair by e-mail or by phone. The length of time it takes for us to repair your item depends on the nature of the repair.

Q: Can I exchange a product I purchased on The First Aid Zone?
A: You can exchange an item as long as the original purchase meets all of the return criteria. However, we will not reship a product until we receive the original item back for inspection.

Q: Can I return an item for store credit?
A: An item may be returned for store credit provided that all return guidelines are met.

Q: Are The First Aid Zone gift certificates refundable?
A: No. The First Aid Zone gift certificates are non-refundable.

Q: Does The First Aid Zone make repairs that are not covered by a manufacturer's warranty?
A: Depending upon the type of merchandise, The First Aid Zone's repair center may make repairs that are not covered by a product's warranty. Customers will be charged for those types of repairs. An evaluation is made once the item is returned to us, at which time the Service Department will contact you with details about the repairs and cost involved

Q: How do I know what is covered under my manufacturer's warranty?
A: All warranties are limited unless stated otherwise. For further information regarding warranties, please refer to our Warranty section of our Help Desk.

Q: Is there a restocking fee on any returned merchandise?
A: Generally no, UNLESS the returned merchandise was a layaway sale or was considered a return exception, in which cases you will be charged a 25% restocking fee.

Q: May I return merchandise that was special ordered or customized?
A: Merchandise that was special ordered or customized cannot be returned.

Q: Is there a preferred method by which I should return an item to The First Aid Zone?
A: Ship your return prepaid and insured for the full purchase price by a carrier that offers package tracking, such as Canada Post, United Parcel Service (UPS) or Federal Express to the address listed at the top of the invoice.

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