Shipping & Returns

No refunds, returns, or exchanges are issued unless the product you purchased is defective. We may issue a refund from time to time at our sole discretion for unique circumstances.

• Final Sale: All Face Masks and Gloves are classified as personal health products and are final sale unless defective.
• Defective Item? Email cs@minervamedical.ca with:
  • Your order number
  • Description of the defect
  • Photo(s) of the defective product
  Use subject line: “Refund Request – YOUR ORDER NUMBER” (e.g., Refund Request – 9905473).
• After receiving the item, our team will review it and notify you via email whether a refund or replacement will be issued. Refunds are processed to your original payment method.
• Return Shipping: For all refunds, the customer is responsible for shipping the item back to Minerva Medical, and no refund or exchange will be possible if the item is not received. We urge all customers to ship the item back with a signature required.

If you received the wrong item, please let us know right away — we’ll make it right quickly and professionally.

• Email cs@minervamedical.ca with:
  • Your order number
  • Photo(s) of all items you received
  Use subject line: “Wrong Item(s) – YOUR ORDER NUMBER” (e.g., Wrong Item(s) – 9905473).
• In the case of a wrong item, Minerva Medical will provide you with a pre-paid shipping label to return the item.
• Once received, our fulfillment team will verify the return and send the correct product at no extra cost, or issue a full refund if the correct item is unavailable.
• Processing time: Please allow 2–3 business days for verification and processing after the returned item is received.
• Customer care follow-up: Our team will notify you by email when your replacement ships or your refund is issued.
• In rare cases where replacements are out of stock, we’ll notify you and confirm next steps immediately.

• Order status: You’ll be contacted by a representative after placing your order with the status of each item.
• Dispatch times: In-stock items usually ship within 24–48 hours; backordered items vary.
• Free delivery: Orders over $600 qualify for free delivery.
• Shipping costs: Smaller orders are calculated by weight.
• Signature required: All shipments require a signature upon delivery.
• Carriers: We ship with Canada Post, Purolator, DHL, and other trusted partners.
• Remote areas: Some remote deliveries may include additional courier surcharges for handling and distance.
• Tracking: Once your order ships, you’ll receive a confirmation email with tracking details so you can follow your delivery in real time.
• Packaging: All orders are securely packed to protect items during transit and ensure they arrive in perfect condition.
• Delays: Severe weather, carrier capacity limits, or supply-chain disruptions may occasionally extend delivery times. We’ll notify you promptly of any such delays.