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Shipping & Return Policy

At MRI Supply, we offer shipping solutions for both our retail customers and wholesale clients. Whether you’re purchasing as an individual or placing a large order for your business, we aim to provide reliable delivery options tailored to your needs. Below are the details for our shipping and return policies, separated into Retail and Wholesale sections for clarity.

Payment Methods

Retail Shipping Policy

The Retail Shipping Policy applies to any purchase made through our online store.

  • Shipping Locations: We ship to all regions of Canada using major shipping companies such as Canada Post, FedEx, UPS, and Purolator.

  • Local Delivery Option: For customers within the Lower Mainland of Vancouver, we offer local delivery by MRI Supply staff when feasible. Same-day delivery may be available in some cases for an additional charge, depending on order timing and availability. Contact us at info@mrisupply.ca or 604-763-5501 to confirm eligibility and fees.

  • Standard Shipping: For orders outside the Lower Mainland or when local delivery isn’t selected, we use major shipping carriers. Shipping costs are calculated at checkout based on your location, order weight, and selected shipping method (e.g., standard or expedited).

  • Processing Time: Retail orders placed online are processed within 1-2 business days. You’ll receive a confirmation email with tracking information once your order ships (where applicable).

  • Delivery Time: Delivery typically takes 2-5 business days after processing, depending on your location and shipping method. Delays may occur due to weather, holidays, or carrier issues.

  • Responsibility: Once your order is picked up by the shipping carrier (or delivered locally by MRI Supply), responsibility for damage, theft, loss, or delays transfers to the carrier or recipient. We recommend inspecting your package upon arrival and contacting the carrier directly for any issues.

Wholesale Shipping Policy

The Wholesale Shipping Policy applies to any customer with an established commercial account with MRI Supply.

  • Ordering Process: Wholesale orders for large quantities or specialized projects are handled through our quoting system, not online. Please contact us at [insert contact info] to request a quote and discuss your needs.

  • Shipping Options:

    • Specialty Shipping: For large quantity orders beyond the scope of major shipping companies, we utilize specialty services such as Less-Than-Truckload (LTL) carriers to deliver anywhere in Canada.

    • Local Delivery: For orders within the Lower Mainland of Vancouver, MRI Supply may deliver bulk orders directly, depending on availability. Delivery fees and scheduling will be included in your quote.

  • Responsibility: If MRI Supply delivers your order, we ensure it arrives in good condition. For orders shipped via third-party carriers (e.g., LTL services), our responsibility ends once the shipment is picked up by the carrier. Any damage, loss, or delays thereafter are the responsibility of the carrier or recipient. We recommend verifying your shipment upon arrival and addressing issues with the carrier directly.

  • Delivery Estimates: Timing varies based on order size, location, and shipping method. Specific timelines will be provided with your quote.

Return Policy (Retail & Wholesale)

We stand behind the quality of our products and offer a straightforward return process for both retail and wholesale customers. Here’s how it works:

  • Return Period: Returns are accepted within 14 days of delivery for both retail and wholesale orders.

  • Eligibility:

    • Items must be unused, in their original packaging, and in the same condition as received.

    • Returns are only accepted if the packaging remains unopened.

    • Custom or special-order items are non-returnable unless defective.

  • How to Initiate a Return:

    • Retail: Contact us at info@mrisupply.ca with your order number and reason for return. We’ll provide a Return Authorization Number (RAN) and shipping instructions.

    • Wholesale: Reach out to info@mrisupply.ca with your quote number and details. We’ll issue an RAN and coordinate next steps.

  • Return Shipping:

    • Customers are responsible for return shipping costs unless the item was received damaged, defective, or incorrect. In such cases, we’ll provide a prepaid shipping label (for retail) or arrange pickup (for wholesale).

    • We recommend using a trackable shipping method, as MRI Supply is not liable for lost returns.

  • Refunds:

    • Once we receive and inspect your return (typically within 3-5 business days), we’ll notify you of approval or rejection. Approved refunds will be processed to your original payment method within 5-10 business days.

    • Original shipping fees and local delivery charges are non-refundable.

  • Exchanges: Exchanges are subject to availability. Contact us to arrange an exchange instead of a refund if preferred.

  • Additional Information:

    • Damaged or Defective Items: If an item arrives damaged or defective, please notify us within 48 hours of delivery with photos and details. We’ll work with you to resolve the issue promptly, including replacement or refund options.

    • Lost Shipments: If your order doesn’t arrive within the estimated delivery window, contact us, and we’ll assist with tracking or filing a claim with the carrier.

    • Contact Us: For any shipping or return questions, reach out at info@mrisupply.com or phone: 604-763-5501. Our team is here to help!

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