Short answers to what people ask us most. If yours isn't here, chat with us (the button at the bottom-right of any page) is the fastest way to reach us — or email care@alignovamedical.ca.
Ordering & delivery
How long will my order take?
Most orders arrive within 2–7 business days. How long depends mainly on where you are — deliveries to rural, remote and northern communities take longer than the estimate above.
The exceptions are special-order items: custom, made-to-measure garments, and a small number of colours and sizes that aren't part of the regular range. Those take longer, typically 10–20 business days depending on the item. We flag it on the product page where we can, and we do our best to tell you as soon as a special-order item or size/colour option is selected, so the timeline is never a surprise after you've paid. Full detail is in our Shipping Policy.
Do you offer free shipping?
Yes — orders of $125 or more ship free within Canada, calculated on your order subtotal after any discounts and before taxes and shipping. Below that, shipping is calculated at checkout and always shown before you pay.
Can I pick up my order instead?
Yes, free of charge, from 7225 Woodbine Ave, Suite 104, Markham ON. Choose the pickup option at checkout and wait for our email confirming your order is ready before coming in — orders aren't ready to collect the same day you place them. Collecting in person is also a good option if you'd like us to check the fit with you.
Do you ship outside Canada, or to a PO box?
We ship anywhere in Canada, but not internationally. We can't deliver to post office boxes — please give us a street address.
Sizing & fit
How do I know what size to order?
Compression garments are sized by measurement, not by shoe or dress size, and the measurement points differ by garment — ankle and calf circumference for a knee high, plus thigh and length for a thigh high. Every product page has its manufacturer's own size chart under Size & Fit. Measure first thing in the morning, before any swelling builds up.
If you're between sizes or unsure, message us before ordering. We would much rather spend five minutes on your measurements than have the wrong garment turn up at your door.
What if the size is wrong when it arrives?
You get one complimentary size exchange per order, with shipping on us, provided you request it within 7 days of delivery and the product is still unopened in its sealed manufacturer packaging. Please don't open the package if you suspect the size is wrong — contact us first. See the Refund Policy.
Which compression level do I need?
That's a clinical decision, and it should come from your physician, nurse or fitter rather than from us. As a rough map of what the numbers mean: 15–20 mmHg is mild, over-the-counter support; 20–30 mmHg is the entry point for medical-grade compression; 30–40 mmHg is firm; 40–50 mmHg is extra firm. You can browse by compression level if you already know what you need.
Prescriptions, insurance & tax
Do I need a prescription to buy from you?
Not for most products — you can order compression garments and supports directly. A prescription matters in two situations: some items require one, and it's what unlocks the insurance and tax side of an order.
Will my insurance cover this?
Often, yes. Canadian extended health benefit plans — Sun Life, Manulife, Canada Life, Blue Cross, Green Shield Canada and others — commonly reimburse medical-grade compression of 20–30 mmHg or higher, and rigid or semi-rigid bracing, usually with a prescription. Mild over-the-counter compression below 20 mmHg is generally not eligible. Each product page carries an Insurance Coverage note for that specific item.
Coverage always depends on your particular plan, so confirm with your provider before ordering if reimbursement is the deciding factor.
Can I get something itemized to send to my insurer?
Yes, and it's free. Add what you need to your cart and request an Insurance Estimate — we'll send back an itemized estimate you can submit to your plan before you commit to buying. You'll be asked to upload your prescription as part of the request, since that's what lets us apply the tax exemption and give your insurer what they need. If you don't have one yet, message us and we'll tell you what to ask your prescriber for. The full journey — estimate, pre-approval, ordering, claiming your money back — is walked through in plain steps on Insurance Estimates & Claims.
Why am I being charged HST?
Ontario HST applies to standard retail orders. Certain compression garments and orthopaedic braces are GST/HST zero-rated as medical devices when supplied on prescription — that's handled through the estimate flow above, which is where the tax comes off a qualifying order. If you have a prescription, use that path rather than checking out directly.
Returns
What's your return policy?
You can return or exchange an unopened item within 7 days of delivery. If something arrives incorrect, damaged or defective, you have 14 days to tell us and we'll put it right at our cost.
Because these are medical devices worn against the body, anything opened or worn can't be returned — we can't verify it's still hygienic for another customer. Custom and made-to-measure items are non-refundable, and this is flagged on those product pages before you order. Full terms in the Refund Policy.
Products & brands
Which brands do you carry?
medi, Bauerfeind, JOBST, Actimove, and the Essity wound care and casting ranges. All of them are long-established manufacturers rather than white-label imports — there's a short history of each on our Our Brands page.
You don't list the exact product I was prescribed.
Get in touch before ordering something that looks similar. We can often source a specific line, and where we can't, we'd rather tell you than sell you an approximation of a medical device.
Do you sell children's sizes?
Yes — see the Kids range, which covers wrist, ankle, knee, neck and shoulder supports sized for children.
Still need help?
- Chat: start a chat — the button at the bottom-right of any page, fastest option
- Email: care@alignovamedical.ca
- Phone: +1 416-836-9978
- Address: 7225 Woodbine Ave, Suite 104, Markham ON L3R 1A3