Customer Services:

We are committed to making your shopping experience at FirSportsTherapy.com as pleasant as possible. If you have any questions or suggestions as to how we may better serve you, please contact us today!

1. What is your Guarantee?

2. How is my order shipped?

3. When is my order shipped?

4. Can I order by Fax?

5. Do you have a Catalog & Brochure?

6. Do you have an Order Form I can print out?

7. What are your payment methods?

8. How do I know if my personal information is safe?

9. Why should I create an account?

10. Will you ship to a Military Address?

11. What is your Return Policy?

12. Where do I send my return?

1)   What is your Guarantee?

FirSportsTherapy.com offers a 90 day guarantee on all Prolotex Products and a 30-day money back guarantee on all Thermoflow products except:

• Briefs (underwear)

• Items on discounts, sale items, specials or bargains.

See our return policy for product return details

2)   How is my order shipped?

Orders are shipped by Postal / Mail Services from the shipping warehouse in Vancouver BC, Canada.  Our shopping cart automatically calculates the amount according to your order. Some weight restrictions apply for some services.  

Shipping to US Locations: 

• Xpresspost:     3-5 business days  -  tracking number 
• Expedited Post:    9-10 business days - tracking number
• Parcel Post:     10-14 business days - no tracking - No Guarantee (If your package goes missing we will not replace your order)

 Shipping to Canadian Locations:

• Expedited Post:   3-5 business days - tracking number

Most International orders can shipped via: 

• Xpresspost International:   5-7 Biz days tracking number
• Parcel Post Surface:    3-6 weeks

Just contact us for the rates of the service you are interested in. (not all services are available to all locations). Shipping quotes are calculated by the weight of your package. 

3)   When is my order shipped?

We attempt to process and ship all orders within 24 - 48 hours of receiving your order. If you'd like to find out exactly when your order will be shipped, please call us and speak directly with one of our sales representatives. 

4)   Can I order by Fax?

Yes. Just Fax your order to 1-604-940-4510  Hours of operation for Phone Services:  

5)    Do you have a Catalog & Brochure?

Yes. You may download the PDF Product Catalog here & Information Brochure here.  

You will need Adobe's Free PDF Acrobat Reader.

6)   Do you have an Order Form I can print out?

Yes. Click Here for our PDF Fir Sports Therapy Mail Order Form.

7)   What are your payment methods?

We accept Visa, MasterCard, American Express, & Discover Card through the Online Store or over the phone.  You can purchase with international money orders, personal checks and bank drafts as well as Visa, MasterCard, American Express, & Discover Card,  Products are shipped once funds have cleared. Make checks payable to Far Infrared Health Inc.  Sorry, no C.O.D.'S

8)  How do I know of my personal information is safe?

FirSportsTherapy.com respects your privacy. We will not share personal and confidential information of any kind about our customers or contacts. Our on-line ordering system is a secure system. We do everything in our power to insure your private information is safe and secure. 

9)  Why should I create an account?

You will need to create an account in order to purchase from our site. Your account will give you access to your order status, your order history, your wish list, tracking numbers etc. 

10)  Will you ship to a Military Address?

Yes.  We can ship to APO address via the postal services. UPS Courier services are not accepted at Military Addresses.

11)  What is your return policy?

Conditions:

• Unwanted Thermoflow Products may be returned within 30 days (Prolotex Products have 90 days from the date of shipment)  if in unused condition and in original packaging material. Original shipping and handling and return postage charges will not be refunded. 

• Intimate items including briefs and underwear are not returnable.

• Refunds will not be issued for used merchandise that is deemed un-sellable.

• The 15% restocking fee will be deducted from your refund.

• Manufacturer defective merchandise will be exchanged if returned within 30 days from the date of shipment. 

• ANY items listed as "ALL SALES FINAL", "SPECIAL", "ON SALE".  "SPECIAL OFFER" or "BARGAIN" items will not be accepted if returned, and no credit will be issued.  We do not offer refunds on the original shipping fee. Actual shipping charges paid by FirSportsTherapy.com will be deducted from the purchase price, unless the return is due to our error on our part.

The following terms must be met by you:

• The products must be returned in new, resalable condition.

• You must include all packaging materials.

• Packaging materials must not be torn or damaged.

• Request your  RETURN AUTHORIZATION number: REQUEST RA#.
  We will forward you your personal RA# via email.

• You must pay any return shipping expense

• INCLUDE the Return Authorization Form with the package.

• Display the RA# prominently on the outside of the box to avoid delays to your refund.

Upon receipt of the returned merchandise in good order in accordance with the above and within the specified time from the number of days of original shipping, we will credit your credit card, send you a refund check or apply the credit to your account here with us that you may use towards future purchases. 

12)   Where do I send my return?

Send returns to the shipping center:

Far Infrared Health Inc.
Returns Department
#128 - 7198 Vantage Way
Delta, BC V4G-1K7
Canada


Send Packages by:   Regular Parcel Post

Returned items must be prepaid and sent by regular Parcel Post. We suggest you purchase insurance for your own protection. DO NOT USE UPS, FedEx etc. to return items as they will be caught in customs.