Shipping Information
Please note that shipping times may be longer than usual, as couriers are not currently guaranteeing specific delivery dates. You can track your order using the provided tracking number, but we are unable to provide additional information beyond what is available through the tracking system.
Shipping Charges
- Free Shipping: For qualifying online orders over $99.00 (before taxes), you’ll receive free ground shipping to most locations, excluding the North West Territories, Nunavut, Newfoundland and Labrador, Yukon, and some remote locations. If your location does not qualify, we will contact you regarding additional shipping charges. Free shipping does not apply to special order items, oversized, or overweight products.
- Flat Rate Shipping: Orders under $99.00 will incur a flat shipping fee of $16.95 to most provinces, except for the North West Territories, Nunavut, Newfoundland and Labrador, Yukon, and some remote locations.
- Shipping Method: All orders will be shipped by ground service or the most economical method as determined by Shock Shop. Shipping rates are subject to change without notice.
- Changes to Courier Services: Shipping services may change to comply with Transport Canada’s Dangerous Goods regulations.
- Address Errors: If there is an error in the shipping address provided, and the package needs to be resent, the customer will be responsible for the shipping charges after the first attempt. Please ensure that the shipping address is correct.
- Oversized Products: Certain oversized items may incur an additional handling fee, which will be reflected during checkout.
Order Verification
As leaders in the emergency management field, we pride ourselves on exceptional quality and service. If you encounter an issue with your order or receive damaged or defective products, please contact us immediately at 1-877-210-0756. We request that you check your order upon receipt, as discrepancies must be reported within 14 days.
Returns Policy
Non-Returnable Items
- AED Units: Automated External Defibrillators (AEDs), special order items, and Dangerous Goods (DG) rated batteries cannot be returned.
- PPE: Personal Protective Equipment (PPE) items are non-returnable.
Return Eligibility
You may return most other items for a refund or store credit within 15 days of receiving your order (excluding special order or made-to-order items). The items must be:
- Unopened
- In their original, unused packaging
- In new condition
Return Process
To initiate a return, please call us to obtain a Returned Merchandise Authorization (RMA) number before sending any items back. Write the RMA number clearly on the return package label. Items returned without an RMA number will incur a 15% restocking fee. Returns will not be accepted beyond 14 days of delivery.
Refunds for PayPal Purchases
Please note, refunds for orders purchased via PayPal will be issued minus PayPal’s processing fees.
Shipping for Returns
Customers are responsible for shipping and insurance costs on returned items. We recommend shipping returns using a reputable carrier that provides tracking and offers insurance for protection. Shock Shop is not liable for returns lost or damaged during transit.
Items Not Purchased from Shock Shop
Items not purchased from Shock Shop cannot be returned to us.
Warranty Service
All AEDs purchased from Shock Shop come with a minimum 5-year manufacturer's warranty. For warranty service or technical support, please contact the appropriate number based on your AED or accessory model:
- Product Support: 1-877-210-0756
- AED Technical Support:
- Cardiac Science: 1-800-442-1011
- DefibTech: 1-866-333-4241
- HeartSine: 1-866-478-7463
- Philips Healthcare: 1-800-263-3342
- Physio-Control: 1-800-442-1142
- ZOLL Medical: 1-800-442-1011