Help & resources
Answers for your next order.
Find quick answers about shopping with OstomySale.ca, from locating your product to shipping, OstoBucks and help with an order.
Contact UsEmail is the best way to reach our team for product and ordering questions.
Finding your supplies
How do I search by SKU or product number?
Enter your product name or item number in the search box at the top of the site. On the homepage, you can also use the yellow Search by SKU box. Check your current packaging for the manufacturer’s product reference or item number.
How do I check that I am ordering the right item?
Compare the brand, product code, size and package quantity with the supplies you already use. Similar product names can have different sizes or quantities. If you are unsure about a listing, contact us with the product details.
What if I cannot find my product?
Email our team with the brand, product name and SKU, plus the size or package quantity you need. We can help identify the listing or check availability.
Orders & shipping
Where do you ship, and how much does shipping cost?
We ship anywhere in Canada. Standard shipping is free on orders over $175 before tax and $20 on orders of $175 or less before tax. Overweight orders and deliveries to remote areas may be subject to an additional shipping surcharge. All amounts are in Canadian dollars.
When will my order arrive?
Timing depends on product availability and the delivery destination. Some special-order or uncommon items may need to be ordered before shipment. Contact us if you need information about a specific product or order.
Can I change an order after placing it?
Contact our team with your order number and the change you would like to make. We can confirm what is possible for that order.
Returns & order issues
Can I return supplies?
For health and hygiene reasons, we do not accept returns unless there is a product issue or an order mistake. Email us with your order number, product SKU and a description of the issue. Do not ship anything back without a return authorization and instructions from our team.
OstoBucks & your account
How do I earn OstoBucks?
Sign in to your customer account before ordering. Earn 1 OstoBuck for each whole $1 of eligible product spending, calculated per product line after any OstoBucks redemption and before shipping and tax. Purchase OstoBucks become available after your order is fully paid and invoiced.
How much are OstoBucks worth, and when can I use them?
40 OstoBucks are worth $1. Once your balance reaches 200 OstoBucks, use the slider in your cart or at checkout to choose an amount in steps of 40 OstoBucks. The amount used must fit within your balance and the eligible product subtotal. Purchase OstoBucks do not expire.
Where can I see my OstoBucks balance?
Sign in to your account and open OstoBucks to view your balance and activity.
Where can I find my orders?
Sign in to your customer account and choose Orders to view your order history. For questions about an order, contact us with the order number.
What should I do if I forget my password?
Choose “Forgot your password?” on the sign-in page and follow the instructions to request a password reset.