Placing an Order Online
Step 1. Shipping Information
Please provide precise address information including street name and number, city, province/territory, and postal code information. Remember to spell out the Canadian city to which you are shipping the order. Many times abbreviations, misspellings, and other typos can result in errors in this section. Your shipping address must be in Canada. After entering the "ship to" addresses, you can select a shipment method for your order. Delivery charges will be applied according to your selection.
Please Note: Salient reserves the right to apply “Signature required” alert on all shipments that are requested to ship to a Residential address. If you wish to have no signature required at time of delivery, a residential delivery waiver must be signed to remove liability from Salient.
Helpful tip: Go to canadapost.ca and click on Find a Postal Code. You can enter the first line of your street address, city, and province, and Canada Post will return the standard postal code and correct entry of your city, province and postal code combination
Salient offers FREE 2-4 DAY STANDARD SHIPPING all consumable orders greater than $1,000 before tax. For shipments totaling less than $1,000 (before taxes), contain heavy or oversized items, and / or is shipping to a location that does not qualify for free shipping, (particularly remote locations) Standard Shipping Cost will be applied (see Shipping Policy for standard rate by province)
Express shipping is also available for all orders. A processing fee of $50 is applied to the selected order and the order is processed and shipped within 24 hours. UPS guarantees next day delivery before 1:00pm. If same day shipping is required, the processing fee may vary depending on location.
You can add, edit, or delete shipping addresses while you are in this step of the checkout process.
Step 2. Payment Information
Salient accepts Visa, MasterCard, American Express, and PayPal. During the checkout process, you can add, edit, or delete your information. Select one credit card for the payment of your order. If you have a coupon or promotional code, you can enter by expanding the Promotions section. On ‘Apply’ the promotional offer will appear in your inline shopping basket. Promotional codes cannot be redeemed for cash or credit.
Step 3. Order Review
Please review your order to ensure that all items selected and information entered is correct and accurate. Key areas to review are:
- Product Sizes / Quantities
- Billing Address
- Shipping Address.
If you want to change your order, or any shipping or billing information, go back to previous steps by clicking on 'select' for section you want to edit.
The total price includes taxes, shipping and handling charges. This is the total cost to you - there will be no additional or other hidden charges. If you decide not to place your order, you can cancel your order at this time. To place your order, click "Place Order."
Step 4. Order Confirmation
Immediately after you have successfully placed your order with Salient Medical Solutions, you will see an Order Confirmation with an order number. You will also receive an e-mail with your order details. The order confirmation e-mail can be printed for your records. The order confirmation e-mail includes your order number, products ordered and prices, any promotional coupons, your ship-to and bill-to information, and the ship method. Use this order number if you have any questions about the status of your order. For information about processing and delivery times, please refer to our shipping policy linked in Step 1
Can I ship internationally?
No, Salient only ships to Canadian Billing addresses at this time.
Am I able to return equipment?
No, all sales of equipment are final.
Am I able to return consumable products?
All Sales of consumable products are final, except as noted below:
- Defective or otherwise nonconforming product is subject to return pursuant to RMA authorization.
- Returns of unused, unopened and unmarked products may be accepted within 30 days of the purchase date from Salient Medical, subject to a 20% restocking fee.
- A return material authorization (RMA) must be obtained from Salient Customer Service or a Sales Representative for any and all returns.
- Salient Medical does not issue cash refunds. The product may be exchanged or returned for a credit towards future purchases.
- The Customer is responsible for shipping charges to return product to Salient, which must be received prior to Salient processing any credits or exchanges.
I forgot my password, how do I log in?
If you have forgotten your password, please click on "Forgot Your Password?" below Sign In. You will be asked for your login email address to retrieve your password hint. Your hint will be emailed to you within one hour.
How long will it take for my order to be processed?
All orders are processed within 1-2 business days for shipping. Depending on your location, it generally takes 1-3 business days for transit to you.
Can I modify an order once it has been submitted?
Once an order has submitted it cannot be modified. If you wish to purchase additional products, it must be generated on a new order.
How can I find the status of my order?
You can find the status of a particular order and view your order history on the Transaction History page of your account.
Where can I find tracking information?
Once your order has been processed and shipped via UPS, an email notification will be issued with the tracking information.
The tracking information can also be found by logging into your online account. Under My Account - Order History, select the order in question. If the order has been shipped, the status will reflect this and the tracking number will appear. After clicking the tracking number, you will be redirected to the UPS website where the most up to date status of your order is shown.
How do can I get a copy of my Invoice or Packing List?
Once the final charge for your order has been processed on your credit card, an automated email is generated that details all items purchased.
Alternatively, the invoice can be found via your online account. To view the invoices online, after logging in, go to My Account – Transaction History. Under Transaction History, you will be able to view all invoices that were processed on your account. After selecting the invoice required, it can then be saves as a PDF or printed for your records.
A hard copy of the invoice and packing slip will also be included with the shipment. These can be found outside the shipment in a red pouch marked “Documents Enclosed”
Credit Card Trouble
I am having trouble with my credit card information for my online order.
If you receive an error message related to credit card authorization failure, please ensure that the following is double checked:
- Billing address on the credit card matches your account billing address
- CVV or security code is entered correctly
- The card is current and valid.
After validating the information you've entered and an error message is received after a second attempt, call 1-855-736-3003 or contact your financial institution for further assistance.
Back Ordered Products
How do I know if my order has shipped complete?
The status of all products that were ordered can be found on your invoice. The invoice contains three columns: Quantity Ordered, Quantity Shipped, and Quantity Backordered. If your order has been shipped in full, all item quantities ordered will show in Quantity Shipped, and there will be zero quantity in the Quantity Backordered column. If there are any backordered products against your order, there will be a denomination in the Quantity Backordered column.
Will I be charged twice for the products and shipping?
No, if an item becomes backordered, the finalized charge from the original order will NOT include the price of the backordered items.
Once the product is back in stock, a new authorization will be taken on the credit card on file and be processed for shipment. All associated shipping fees will be waived.
Short Dated Products
I’ve received products that are under 1 year expiration.
The expiration of products received depends largely on the manufacturing lifespan / shelf life of the product when produced. The following products are produced with a 1 to 1.5 year shelf life and are susceptible to shorter dated expirations:
- Retinol Treatment for Sensitive Skin
- Intensive Age Refining Treatment
- Intensive Brightening Treatment
- Apres Peel Hydrating Balm
If products other than the 4 listed above are received with a short dated expiry, please contact the Orders Department at firstname.lastname@example.org and provide the item number, lot number and expiry of the item. Please allow for 24 – 28 hours for the orders department to investigate.