Shipping Policy

1. Domestic Shipping (Canada)

• Carrier: We exclusively ship within Canada using UPS Standard.
• Delivery CURBSIDE: A delivery agent will place your chair outside your home.
• Daily Pickups: UPS picks up orders from our St. Catharines office daily, Monday through Friday.
• Remote Locations: Shipments to remote areas may be subject to extended area surcharges and may require air freight.
• Pickup Option: Customers may arrange their own pickup from our office using their preferred courier (e.g., FedEx, DHL); for an additional $25 fee.

2. International Shipping (USA)

• Availability: We generally do not ship to the United States.  We do not ship outside Canada.
• Inquiry Required: If an exception is made, USA customers must provide their IRS Number with the order as required by couriers.

3. Order Processing & Payments

• Payment Requirement: Full payment is required at the time of your order before shipping.
• Accepted Methods: Schools and businesses may pay via MasterCard or VISA. For other payment types, we can provide a UPS courier label to facilitate the pickup of a physical check.
• Special Orders: Items marked as "Special Order" are ordered specifically for the customer and are non-returnable and non-cancellable.

4. Assistive Devices Program (ADP)

• Funding Process: For clients using the Ontario ADP, shipping and delivery of approved equipment only occur once an ADP Claim number is issued (typically 4–6 weeks).
• Co-payment: The client’s 25% portion and 13% HST must be settled before equipment is provided.

5. Returns & Defective Items

• Condition: Returns are only accepted with original packaging and a valid RMA (Return Merchandise Authorization).
• Shipping Costs: The buyer is responsible for all shipping costs associated with returns.
• Testing: If a returned product is found to be in working order upon testing, it will be returned to the customer at their own cost.

6. Contact Information

• Address: 300 Welland Ave, Unit 2B, St. Catharines, ON, L2R 7L9 CANADA
• Phone: 1-877-724-4922 (Toll-Free), or 1-905-641-4922
• Email: 
• Sales/Quote emails: sales@specialneedscomputers.ca
• Financial/Invoice emails: accounting@specialneedscomputers.ca
  
• Hours: Monday – Friday, 8:30 AM – 4:00 PM EST

NOTE:
All shipments must be thoroughly inspected for any sign of damage BEFORE signing the carrier's freight bill. The driver is required to wait during your inspection. If there is damage, note the damage on the carriers delivery receipt and be specific. Examples: Desk top damaged, corner is crushed or one box damaged subject to inspection. Hold all damaged goods and their packaging material for inspection. If you have the ability to photograph the transit damage please do so immediate and email it to us. Damage must be reported to us within 48 hours of receipt.

By signing the carrier's freight bill, without any notations of damage, you are agreeing the shipment was delivered in good condition. We have no recourse to file a freight damage claim once the shipment was signed for as received in good condition.

• All Products Listed as "Special Order, Sale is Final": are not eligible for return, i.e.: phones, microphones, Dasung monitors, etc.  Ask for clarification before your purchase. 
• Tracking Number will be emailed to you when your Order leaves our office.
• Shipping damage: contact us with many pictures (date stamp) and written description.  Note on the delivery receipt the damage (time date and signed) - verbal instructions to the courier will not suffice.  Take pictures of the damage for your claim.
• Freight Orders (Over 150 lbs./68kg) delivered Curb-Side delivery.
• Prices subject to change without notification.
• e&o.e.