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FAQ & Return Policy

Table of Contents

Searching for products

PO's and payment options 

Products that are sold out and errors while ordering and checking out

Shipping or changing your order


Return/ Refund Policy


Searching for products

How do I find products in the system (search option)?

  • To find a specific item on the website you can use the search icon at the top right corner. It will work with partial title, full title, or product number.

How are the product categorized on the site?

  • On the home page, the products are categorized into:
    • Printed resources
      - Educational Resources
      - Professional Resources
      - Educational resources in other languages
    • Banting House Collection
    • Sale
  • Within each category, you can narrow your search by the sections on the left-hand side.

Some of the French resources do not have a “related article section” or the “related articles” that are suggested are in English.

  • We realize that this is an inconvenience. We are currently in the process of ensuring that all the English Resources also have a French translation. We appreciate your patience.


PO's and payment options 

What is the process for PO orders?

  • As of June 14, 2016, we will accept Purchase Orders (POs) for orders over $5,000 for commercial businesses, and $1,500 for healthcare centres/facilities (such as hospitals and diabetes education programs). All other orders will continue to be processed using Visa, Master Card, American Express or PayPal.
  • If you are a healthcare centres/facilities (such as hospitals and diabetes education programs) and want to order from Shop Diabetes Canada** with a PO but do not want to order $1,500 worth of goods at one time; you can purchase our new virtual Gift Cardthrough a PO.
  • How does the virtual Gift Card work?
    • The virtual Gift Card can be purchased for $1,500 through a PO, just like any other item in Shop Diabetes Canada** (if you meet the above criteria).
    • Once purchased, Gift Cards are delivered by email and contain instructions to redeem them at checkout.
    • The Gift Card is a virtual entity; you will not receive a physical card at any point. Ensure to keep the code safe, but accessible.
    • The Gift Card code is to be used during checkout with any order, until your balance is depleted. The Gift Card can be used for several small orders throughout the year or a few large orders without the need to place multiple POs.
    • Your team is responsible for the code. You can share it with whichever team members you trust to have the code i.e. you can share it with team members at different sites. Although you may have only one Gift Card, you can use it for different shipping addresses.  
    • Coordinating when and for how much is used on the Gift Card is the responsibility of your team and not Diabetes Canada*.
    • The Gift Cards have no additional processing fees.
    • The Gift Card will not expire.
  • If your order meets the above criteria, please contact orders@diabetes.cato help complete a PO.

What payment methods do you accept?

  • We accept Visa, Master Card, American Express and PayPal.

Why do I now have to pay for the resources, when they were free before?

  • Diabetes Canada* understands that there is a demand to continue to provide printed resources. However, the cost of printing and updating resources is no longer sustainable and charging is the only way Diabetes Canada* is able to continue to provide you quality and updated copies of printed resources.

Why are you charging the amount you are charging?

  • Charges for these resources are based on printing and overhead costs and will help Diabetes Canada* keep up with the demand of reprinting.

Do active Professional Members receive a discount on the different items offered at

  • Yes, we will have 2-3 promotional events throughout the year, where active Professional Members will receive a discount on the different items offered on the site.
  • Professional Members will be notified through e-mail roughly a week before any promotional event goes live.
  • For more information regarding our Professional Memberships, visit

Can I get a copy of my invoice?

  • Once you have completed your order, an email will be sent directly to you. The email will confirm your billing and shipping address, as well as the items you bought, the quantity, and the total price of the items you purchased.


Products that are sold out and errors while ordering and checking out

Website trouble shooting- I am having difficulty ordering on the website (ie error messages).

What happens if an item is out of stock?

  • If an item is out of stock and we are not restocking it (i.e. the GPS items), then the Add to Cart button will change to an Out of Stock button.
  • If an item is out of stock and we do plan to restock the item, the following notice will appear at the bottom of the product description page: “This item is currently out of stock. It will take up to three weeks to ship.” This will allow us to restock the warehouse and then fulfill your order.

If an item is sold out, how will we know the ETA for items that are back ordered?

  • If an item is sold out, we hope to restock the item as soon as possible (within a three-week period as stated on the website). Inventory will be updated as soon as the items are in the warehouse. Once we receive the back ordered items, we will send all items ordered out as a whole.


Shipping or changing your order

I would like to change my order (i.e. add quantities; remove quantities).

  • If you want to change your order once you are on the Order Summary page, just click on the Diabetes Canada logo on the top of the page. It will take you back to the home page.
  • If you have already completed your order and checked out and want to order another item, you will have to complete a separate order.

I would like to cancel my order or modify my order.

  • Once you complete the checkout process, our warehouse fills the order right away. Therefore, once an order is completed, it cannot be canceled or modified.

I would like to track my order.

  • Once the order has been fulfilled, you will receive an email notifying you that your product has been shipped via a certain carrier. A tracking number also will be sent at the same time.
  • If you do not receive the email, please notify orders@diabetes.caand it will be resent to you.

What happens if I need to give specific shipping instructions (i.e give to reception on the 1stfloor)?

  • There is a text box on the Shopping Cart pop-up that says “Special instructions for Shipping”; enter your special request there.

Can my order go to a PO Box?

  • If the total weight of the order is over 17.64 oz. we will not be able to ship to a PO Box. You will be required to include a non-PO Box address in order to have the items shipped.

Errors while entering checkout information.

  • If the wrong shipping, billing, email, or phone number is entered while checking out, a member on our team can edit the information; contact orders@diabetes.caor 1-800-Banting (226-8464).

Issues with incorrect orders ( ie customer receives incorrect quantity or incorrect items).

  • Please follow up with 1-800-Banting (226-8464) or contact We will then follow up and respond accordingly.

I did not receive my order, but it was shipped. Who follows up with UPS/Canada post etc.?

  • If you have not received your order and it was shipped, please call 1-800-Banting (226-8464) and we can help you follow up with your order.

The price published on my package for shipping was less then what I paid. Why?

  • The type of packaging that is required for your packaged is estimated at the time of checkout. Sometimes the type of packaging required changes and as a result there is a change in the price of shipping. The difference between the prices is usually a small difference.

The price published on my package is higher then what I actually paid overall. Why?

  • There are many variables that go into packaging your products and sometimes as a result the final cost is a little higher then what you originally paid. Diabetes Canada will honour the price you originally paid and will not ask for the difference in the cost. 



What is the difference between GST and HST?

  • GST stands for Goods and Services Tax and HST stands for Harmonized Sales Tax. HST is the GST and PST (Provincial Sales Tax) combined to make one tax bracket.

What is PST?

  • PST stands for Provincial Sales Tax and is set by your province/territory.

What is QST?

  • QST is the Provincial Sales Tax for Quebec and acts like PST for the other provinces/territories. It is represented at a rate of 9.975%.

What taxes do I have to pay?

  • The tax rate you are charged is based on the province/territory to which you are having the products shipped.

Do I have to pay taxes on the shipping?

  • All applicable taxes will be applied to your purchase based on the province/territory to which you are having the products shipped.

What does it mean when something is tax exempt?

  • Tax exempt means that particular item is exempt from one or more of the taxes in your province/territory. For that item, you will not be charged the full tax rate. Example: Some of our professional education resources are tax exempt and are only charged the GST (5% federal tax).

Why are some of the resources exempt from provincial taxes and not others?

  • In certain provinces in Canada (Ontario, British Columbia, New Brunswick, Newfoundland and Labrador, Nova Scotia, and Prince Edward Island), books are exempt from Provincial Tax which includes printed books and audio books. The definition of a book does not include “magazines, newspapers, e-books, colouring books, catalogues, and agendas”[1]

What are the different tax rates for the different provinces and territories?

  • The different tax rates for each province/territory are as follows (as of June 29, 2015):[2]


5% GST only

British Columbia

7% PST, 5% GST


8% PST, 5% GST

New Brunswick

13% HST


13% HST

Northwest Territories

5% GST only

Nova Scotia

15% HST


5% GST only


13% HST

Prince Edward Island

14% HST


5% GST


5% PST, 5% GST


5% GST only


Do you provide tax exemptions?

  • Unfortunately we are unable to process partial tax exemptions (i.e. PST exemption) at this time but we encourage those who obtain a tax exemption number to apply to the government to get a refund. Click this link for the forms

What taxes are applied if I live outside of Canada?

  • There is no tax added to the product if the product is shipped to a person outside of Canada.[4]

Why if my Product is not charged provincial tax is there 2 entries for HST on my invoice statement?

  • The first calculation of HST at 5% is the Federal tax that the product is still charged and the calculation of HST at 13% is the tax rate charged to the shipping rate on your product.

If I have any questions or comments, who do I contact?


Return/ Refund Policy

Return Policy

  • You may return any of the following items, for any reason, for a full refund (if the return is a result of our error, we will cover the return shipping cost,) within 30 days of delivery of your shipment:
    • Any unopenededucational resource/s (still in its plastic wrap)
    • Any unopenededucational handouts (still in its plastic wrap)
    • Any book or cookbook in its original condition
  • We cannot accept the return of opened items or items returned more than 30 days past the delivery date. We can only process returns and refunds for items purchased from 

Shipping your Returns

  • If your return is due to your own requirements, the return shipping costs are your responsibility. Cash on Delivery (COD) return shipments will not be accepted. Items being returned must be properly packaged and include the original shipping receipt. Items returned in poor condition or without the original shipping receipt will not be accepted. If you have any questions or concerns, please contact us prior to shipping.
  • If your return is a result of our error (you received an incorrect or defective item, etc.), we'll pay the return shipping costs. Please contact us at orders@diabetes.cato arrange return shipping. If you do not pre-arrange return shipping with us, you will not be reimbursed.

Replacement of Damaged or Defective Items

  • If you received a defective item and need to replace it with the same item, contact us at orders@diabetes.cato request a replacement.


  • You can expect a refund in the same form of payment originally used for purchase, within 7 to 14 business days after placing your return in the mail. Refunds will be completed in 3-5 days after they have been received and processed. We will send you an e-mail to let you know when the refund has been completed.
  • You will not be refunded for the original cost of shipping.


** Shop CDA/ CDA Orders has become Shop Diabetes Canada.


[1]Canadian Revenue Agency. General Information for GST/HST Registrants. Retrieved from

[2] Retail Council of Canada. GST and HST rates. Retrieved from

[3] Ontario Ministry of Finance. Ontario Frist Nations Point of Sale Exemptions. Retrieved from

[4] Canadian Revenue Agency. General Information for GST/HST Registrants. Retrieved from , pg. 48


Updated February 12, 2017

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*The Canadian Diabetes Association is the registered owner of the name Diabetes Canada. All content on, CPG Apps and in our online store remains exactly the same. For questions, contact