Orders for in-stock items will be shipped immediately and accurately from our warehouse on the same working day provided the order is confirmed by 3:00 p.m. EST. Shipments are made using ground courier. For urgent deliveries, we offer one-day, two-day, and Saturday service to expedite delivery time (additional charges apply). Some products may be shipped directly from the factory or special order item. These will normally be shipped within 2-4 weeks. All freight and handling charges are the responsibility of the purchaser and will be added to the invoice.

All Online orders receive an automatic email as receipt of confirmation of the order. Once processed, all Online orders then receive another email which will inform the customer of the delivery/pick up time of their order. If your order is for pick up please wait for this email so that we can have your order ready and waiting for you.

As we have over thousand items Online, please note that not all items on our website are always in stock. Although an item might appear to be in stock, due to customer demand and availability fluctuations, some items that have an ‘in stock’ notification may not be in stock at that moment. If this occurs we will let you know if the products are not in stock and inform you of a new shipping date and/or time to pickup in store.

Please inform us of any errors on your order within 24 hours upon verification of all boxes received. We must be notified of any errors or damaged. We will take care of the shipping error as quickly as possible to mitigate the inconvenience to you.

We take great care in filling, checking and packing your order. On rare occasions, a package may be damaged or lost in transit. The carrier is responsible for merchandise after it leaves our warehouse. Once you have signed the shipping slip, you become responsible in case of any claim.

Carefully inspect each carton for damage.

It is your responsibility to verify the number of boxes as well as the condition of the boxes received. You must specify any damages or shortages on the way bill and notify the transport company or carrier immediately.

Immediately after delivery, open all cartons and inspect for concealed damages. If you find any damages, DO NOT discard the carton or any contents from your package.

Please contact KOSIM Group Company Inc. Customer Service immediately at 905-475-2380. We will provide all the assistance we can.

If you are billed for the right part number, but an item is missing or we delivered the wrong item please contact KOSIM Group Company Inc. Customer Service at 905-475-2380 and describe the problem. We will find the quickest and easiest solution as well as cover the necessary shipping charges.

If you ordered the wrong product code or the item does not meet your needs, please contact KOSIM Group Company Inc. Customer Service at 905-475-2380. Please have the invoice number and the item code(s) ready for items that are to be returned. An RMA# will be issued to you. This number must be written on at least one side of the box (note that shipping must be prepaid). Any parcels sent without the RMA# or not prepaid will automatically be refused on reception. All Goods are subject to a 30% restocking fee. Initial freight charges are not credited. Item(s) must be in original packaging condition; otherwise the goods may be refused. Please do not use display boxes as shipping cartons.

The warranty does not include damage caused by accident, misuse or neglect. In case of defective merchandise, please contact our Sales Department at 905-475-2380 giving a detailed description of the defect, as well as the invoice number and item code(s). An Return Merchandise Authorization Number (RMA#) will be issued to you. This number must be clearly written on at least one side of the box (note that shipping must be prepaid). Any parcels sent without the RMA# or that are not prepaid will automatically be refused. It is our policy to repair or replace the defective item(s) at our discretion. If products are not manufactured by Kosim, warranties status are referred from the original manufactory. Please contact Kosim sales department for your product details and we will help you the process.

Items must be returned to our showroom or warehouse. KOSIM Group Company Inc. will exchange or reimburse you for the cost of product(s) (freight not included) for any item returned within 14 days. All Goods are subject to charge 30% restocking fee. Initial freight charges are not credited. Title and risk of loss on such goods shall not pass to the customer until the expiration of the 14 day period. No returns or exchanges will be accepted after 14 days. Exceptions to this return policy include custom-ordered items and clearance items (for which no returns are accepted). All returns must be prior to expiry and in unopened and original packaged condition.

Shipping will be refunded only if the item was shipped incorrectly, damaged or defective and it is the only item on the order.

Item must be returned in original condition and in original packaging including any paperwork, manuals or accessories. Items that are used or missing parts will not be eligible for a refund or return.

*** For hygienic reasons, all pillows, cushions, and electrodes, compression stocking purchase are non-returnable.

As a direct mail company and full service Health Products supplier that publishes once a year, our prices reflect costs at the time of publication. All prices are subject to change and do not reflect shipping charges. The KOSIM Group Company Inc. Terms and Conditions of sales of its products are defined in its Credit Card Application and catalogs. Notwithstanding any provision of the Uniform Commercial Code or any provincial law pertaining to the transfer of risk of loss or transfer of title, the risk of loss on products purchased from KOSIM Group Company Inc. by its customer and title to those products shall not pass to the customer until 14 days after invoice date, to accommodate the KOSIM Group Company Inc. return policy, or upon receipt of full payment by KOSIM Group Company Inc.

The customer recognizes that all merchandise present and to come, sold and delivered by KOSIM Group Company Inc. remain the entire & exclusive property of KOSIM Group Company Inc. until complete and final payment of the price of the sale is received including freight cost and interest where applicable.

All Products appearing in whole or in part do so with the sole purpose of marketing Kosim Group Company Inc. Any trademarks and copyrights remain the sole property of the company to which they belong.

To assist us in better serving you, we require that all returns be pre-arranged by calling 905-475-2380. If you have a problem, concern or a question about a product under warranty, please call for further assistance.