Frequently Asked Questions

Please click on “Address Book” or “Manage Addresses” and you will be able to add “Additional Address Entries” using the “Add New Address” button. During Checkout on the “Shipping” page the “Default Billing/Shipping Address” and “Additional Addresses” are presented for your “Shipping Address”. Once confirmed and you are moved to the “Payment” page you will then need to uncheck “My billing and shipping address are the same.” This will provide a dropdown with all “Address Book Addresses” and you can select from those or provide a new address.

We are able to accept Visa, MasterCard, and American Express credit cards as payment methods.

When you place an order, our company contacts the issuing bank to confirm the validity of the payment method. The authorization will appear as from “Medline Industries” on your statement. This is not a charge. The funds will only be collected once your items have shipped from our warehouse. 

If the authorization on your card does expire before the order has shipped, your card will automatically be reauthorized to maintain the validity of the payment method. 

Orders are normally shipped all together, however in the event that some items are shipped separately, you may see split authorizations and/or charges on your statement.

Once your order has been completely shipped and the charge has been processed, the authorization will be removed from your account according to the policies of your bank. To inquire about an authorization on your statement after the complete charge has processed, contact your bank to clarify how long they hold authorizations for online orders.

You will pay sales tax based on the tax at the ship location. Tax is estimated on our website at order checkout and subject to change. Exact taxes will be calculated and determined once your order fully processes.

For questions regarding insurance coverage, please call Brockville HHC at +1 (613) 324-4646, during business hours.

Quick or budget-friendly, we’ve got a service to meet the international shipping needs for you and your customers. Get easy access to customs forms, and find out if there are any special requirements you need to follow when you ship to a certain country.

Find out the rates and service available for your country during checkout.

We unfortunately cannot guarantee that an order can be cancelled or changed after it has been submitted online. However, if you find that you need to try to make a change after you have submitted an order, please call our customer service team as soon as possible during our normal business hours +1(613) 324-4646) and we will gladly attempt to make any adjustments if possible at that time.

Please note that orders may begin processing immediately if all items are available, including orders placed after our normal business hours. Orders with embroidered items may not be able to be cancelled or changed once items have begun the embroidery process, even though additional processing time may be required before the items are ready to ship.

Please feel free to call our customer service team with any questions before submitting your order. For orders that are unable to be changed or cancelled as requested, please see our Return Policy, located below in our Frequently Asked Question section.