Shopping with/without account
You can order products without opening an account. However, you will be required to provide us with certain information in order to proceed with billing and delivery.
Once you have placed your order, you will receive an e-mail containing reference information in case you wish to follow up on your order and/or make changes to your customer file.
Order cancellation
Order cancellation requests must be made within a maximum of 7 days following the date of your order. This may incur charges, according to the time where we are informed.
Please note that shipping costs (or equivalent, in the case of free delivery) will be charge if your order has left our warehouse, and need to be called back, or if you ordered a product on special request and it must be returned to the supplier.
Price
All prices are in Canadian dollars and do not include applicable taxes. Freight charges may apply depending on the region). Prices are subject to change without notice, except for pending orders.
If you choose one or more product without a price (Price to be confirmed, Free or 0.00$), we will contact you within 24 hours (business day) to confirm the price. Your order will not be processed without your approval of the price, nor will your credit card be charged without your consent.
If you place your order without logging into your account and do not see the prices to which you are normally entitled, we invite you to contact us at 450-669-8985 or via our toll-free line at 1-800-361-0877 (option 9 for English and 1). It is the customer's responsibility to log in to benefit from their pricing structure. Orders placed without logging in will not be readjusted.
Minimum of purchase
Canada: Minimum of purchase is 25$ (Taxes and shipping not included).
Outside of Canada: Minimum of purchase is 200$ (Shipping not included).
Stock availability
MTM - Médical Tronik does not guarantee the availability of merchandise in store. Our website is updated daily on a regular basis, but it is possible that the quantity available online is not equivalent to the physical inventory because we also process orders via other sales media.
If you have selected a special-order item, we will contact you by e-mail or telephone to confirm an approximate delivery date.
Items temporarily out of stock will be delivered as soon as we receive them at our warehouse and at no cost on the Quebec and Ontario territory.
Orders for Western Canada, the Maritimes, remote regions and international orders will be shipped only when complete. If the clients wants a partial shipment, they will have to pay for every shipping related to their order.
In some cases, products will be shipped directly from the manufacturer.
Shipping and handling
Orders are ship within 24 hours (business day) from Monday to Friday, except in exceptional cases or when items are out of stock.
We deliver anywhere in Canada within 1 to 10 business days, depending on the region. International packages are delivered within 3 to 15 days, depending on the region. Your location and the weather may affect delivery times. We are not responsible for delays related to the service offered by the carriers used.
No delivery can be made to a post office box or depot.
Deliveries are made Monday to Friday from 8:00am to 5:00pm. A minimum of 4 hours of availability is required. Someone must be present at the time of the delivery, as a signature is required.
Commercial sector: After 2 delivery attempts, the parcel will be returned to our warehouse. Delivery fees are non-refundable.
Residential sector: 1 attempt is made. If you are absent, a card is left at home inviting you to collect the parcel from a depot or authorized agent. You may also be contacted by telephone to inform you of the attempt and where to pick up your parcel.
In the event of breakage or a missing package, please contact us within a maximum of 72 hours.
MTM - Medical Tronik is not responsible for unexpected delays related to shipping.
Our shipping fees are 16.25$ for all orders lower than 75 lb. We offer free shipping for orders over than 300$, before taxes. An additional fee of 5.00$ will be charged for every additional 25lb, up to 150lb (for orders containing heavy or oversized items).
All our shipments require a signature upon delivery to prevent theft and as proof of delivery.
These rates are not valid for tables, equipment and orders large enough to be shipped on skids.
Transportation charges for equipment, such as treatment tables, are automatically assessed for delivery to an address with a loading dock that can accommodate a 53' truck. If you don't have a loading dock and have special needs, freight charges will have to be revised and invoiced separately.
- Truck with tailgate.
- Delivery to your premises, requiring a move within your premises.
- Moving service (or an assistant) due to the layout of the local, such as the absence of an elevator.
- Appointment required.
Additional charges may be applied for customers located in remote areas, at residential addresses or with restricted business hours, limiting the delivery options.
Province of Ontario:Our shipping fees are 17.25$ for all order lower than 75 lb. We offer free shipping for orders over than 400$, before taxes. An additional fee of 5.00$ will be charged for every additional 25lb, up to 150lb (for orders containing heavy or oversized items).
All our shipments require a signature upon delivery to prevent theft and as proof of delivery.
These rates are not valid for tables, equipment and orders large enough to be shipped on skids.
Transportation charges for equipment, such as treatment tables, are automatically assessed for delivery to an address with a loading dock that can accommodate a 53' truck. If you don't have a loading dock and have special needs, freight charges will have to be revised and invoiced separately.
- Truck with tailgate.
- Delivery to your premises, requiring a move within your premises.
- Moving service (or an assistant) due to the layout of the local, such as the absence of an elevator.
- Appointment required.
Additional charges may be applied for customers located in remote areas, at residential addresses or with restricted business hours, limiting the delivery options.
Other Provinces of Canada:Estimated delivery charges are based on weight and shipping address for shipments outside the provinces of Ontario and Quebec.
Unclaimed parcels:
If an item is not claimed and is returned to MTM - Médical Tronik by the shipping company, you will be responsible for paying the standard shipping fees. If you request that an unclaimed item be shipped to you again, the standard shipping fees will be billed a second time.
Taxes
GST (5.0%): For Alberta, Prince Edouard Island, Manitoba, Nunavut, Quebec, Saskatchewan and Northwest Territory only.
QST (9.975%): For Quebec residents only.
HST (12.0%): For British-Columbia residents only.
HST (13.0%): For Ontario, Nova-Scotia, New-Brunswick, New-Foundland and Labrador only.
Payment options
Our website offers the following payment options: Visa, MasterCard, Amex and charge to your account, for customers with pre-approved credit and a payment term of net 30 days. The same applies to e-mail, telephone and text message transactions. You can also make your payment by Interac transfer.
Please note that a bank transfer may be required depending on geographic region and transaction total.
For customers with net 30 day terms, please note that interest fee is charged monthly at the rate of 18% per year (1.5% per month) on all invoices over 45 days overdue.
An account more than 60 days past due may be suspended, i.e. all orders and deliveries withheld, until full payment, including interest. In the event that this situation arises more than once, we reserve the right to revoke the net 30 day and to require that payment for your orders be made before delivery (COD).
We are matching our competitor's prices...
If you find the same product at a lower price from one of our Canadian competitor, we will match that price.
Whether online, in-store, in print, or a quote, our competitors' prices will be matched with any proof provided to our staff.
Terms and conditions:
- The price used to make the comparison must come from a competitor with a civic address in Canada.
- The quoted prices from our competitors must be in Canadian dollars.
- The compared price must be presented (printed or on mobile) to a member of our staff when you place your order. It must show the price in effect at the time of your request. If you are online, you need to send us a note of this effect in the ''Message'' section to allow our staff to take note of your reference.
- Taxes, customs and freight charge are excluded from the pricing policy and will be added separately.
- The policy applies to prices published online, displayed in store, all printed media, including quotations.
- The item must be of the same make and model.
- The price match policy does not apply to refurbished or damaged merchandise or to demonstrators.
- Limited quantities are excluded, as are bundle offers.
Service Department Policies
All service calls are subject to a minimum billable charge.
Minimum charges apply both for repairs and for equipment evaluations.
If you decide not to have your equipment repaired following an in-shop evaluation (with a quote), the 30-minute evaluation fee is billable.
- On-site service call: Minimum of 1 hour labor and 1 hour travel time billable.
- In-shop service call: Minimum of 30 minutes labor billable.
- Remote support (via phone or remote connection): Minimum of 15 minutes billable.
- Evaluation fee: Minimum of 30 minutes labor billable.
We offer a 90-day warranty on repairs performed by our technicians. This warranty covers both parts and labor.
The 3-month period begins from the moment the technician returns the repaired device to you. If the same issue reoccurs within this period, the repair will be redone at no charge, as long as it is the same problem as in the original service call.
If the problem differs from the original issue but affects the same equipment, the warranty will not apply.
No warranty is offered on obsolete devices no longer supported by the manufacturer. In such cases, only a functionality warranty is provided, and the service call (parts and labor) is billable regardless of the outcome.
If MTM replaces a part based on a diagnosis made by the client (without any verification or expertise from our technicians), no warranty will be provided for the result of the intervention.
All appointments must be cancelled at least 24 business hours in advance.
Cancellations must be made by phone at 450-669-8985 or 1-800-361-0877 ext. 249, or by email at services@mtm.ca.
If a technician arrives on-site and the client is not present and did not cancel with at least 24 hours' notice, we reserve the right to charge the minimum for an off-site service call, i.e., 1 hour travel and 1 hour labor.
If the client is late and did not inform the technician or the service contact in advance, the technician’s waiting time on-site may be billed at the same rate as labor.
MTM provides a computer with certain equipment. This computer is up to date at the time of sale.
The client is responsible for keeping the computer up to date thereafter, including Windows and all other components.
If an issue arises due to missed updates, the fix will not be covered under warranty. MTM can perform updates upon request; however, this service is billable.
If a third-party IT technician makes changes to the computer running MTM-supplied software or to the clinic’s network, and these changes cause the software to malfunction, the correction will not be covered under warranty.
Likewise, if third-party software is installed on a computer running MTM-supplied software and causes it to malfunction, the fix will not be covered under warranty.
MTM sells its equipment in good faith. No discontinued equipment (to our knowledge) is sold without prior notice to the client.
However, since manufacturers do not always communicate their future plans, we cannot be held responsible for their decisions.
Similarly, we are not systematically informed about the end of support for digital platforms (e.g., Windows). Therefore, we cannot be held responsible for the eventual obsolescence of the software used to manage your equipment.