Customer Service

We set the standard on quality customer service.

From the President right through to the service technicians, The Access Store is dedicated and committed to ensure the absolute highest level of customer service is delivered.

We at The Access Store approach each customer with the same expectation, which is that they have found the best company suited to meet their particular access needs. We are confident that we can find the best solution to offer each customer and this has been proven by our outstanding track record.

Now we know that not every customer is going to agree with us, so at the very least we want each potential customer to know what to expect when considering a purchase at our store. At the very least our potential customer will be well informed when making a comparison with our competitors.

Now when you hear the standard answer “we we provide service”, what does that mean? To The Access Store it means the following:

  • Maintenance – We offer the most comprehensive preventative maintenance packages in the industry that includes extended warranties and service contracts available on most lift equipment
  • Service Response – Our service technicians are available to respond within 2 hours, 24/7 on any local service call that is related to lift equipment. “That’s all they do!”
  • Training – Our service technicians come to us already skilled in the service industry. Each one also receives a combination of dealer and manufacturers training.
  • Insurance – To better protect our customers, in addition to regular 3rd party liability insurance we carry “specialized” 3rd party liability insurance as required to meet industry standards.
  • Subcontracting – For projects that require it, we use subcontractors that are licensed and professionally trained. (They also carry specialized 3rd party liability insurance).
  • Equipment – We service all makes and models of lift equipment in both residential and commercial applications. We sell brand named manufacturers equipment, both new and used.
  • Follow Up – Each customer of The Access Store receives a courtesy call within the first 7 days of a completed installation and then after 30 days to help ensure each customer is completely satisfied.
  • References – Upon presentation of a written quote, each potential customer is offered an opportunity to view past installations or hear from other satisfied customers.

Payment Methods

All regular online purchased are done securely through PayPal. The PayPal Shopping Cart is easy to use.

How the PayPal Shopping Cart Works
When a buyer clicks the “Add to Cart” button, a new window will appear listing the contents of the buyer’s PayPal Shopping Cart, including the item just added. Here, the buyer is able to:

  • Change the quantity they would like to purchase and click on “Update Cart” button
  • Remove an item by placing a check mark in the box next to the item they would like to remove and click on “Update Cart” button
  • Complete the purchase by clicking on “Checkout” button from this window.

We also accept third-party billing to the following agencies:

  • WCB (Workers Compensation Board)
  • MPI (Manitoba Public Insurance)
  • Income Assistance
  • Veterans Affairs
  • Medical Services
  • Blue Cross
  • Private Insurance Companies

If you are making a purchase and billing to any of these third-party companies, be sure to use the correct shopping cart.

How the 3rd-Party Billing Shopping Cart Works
When a buyer clicks the “Add to Cart” button, a new window will appear listing the contents of the buyer’s 3rd-Party Billing Shopping Cart, including the item just added. Here the buyer is able to:

  • Change the quantity they would like to purchase and click on “Update Cart” button
  • Continue shopping by clicking on “Continue Shopping” button
  • Remove an item by clicking on “Remove” button
  • Complete the purchase by clicking on “Checkout” button from this window
  • Fill in the required information into the forms and click on the “Submit Order” button

Please note that there is a 15 item limit. This does no include multiples of the same item.

A sales representative will contact you to confirm the order after it has been submitted.

Order Policy

Access our complete on-line catalogue of medical equipment and supplies. E-mail customer service for technical advice on any product, place your order through our Shopping cart all at one easy and convenient place at The Access Store.

Some people may be nervous if placing an order on-line for the first time. For your comfort with placing credit card orders, check out our Privacy & Security statement. You may also place your order by telephone or e-mail, there is also an option in the Payment form called Repeat Customer you may check if you have given the necessary information for payment once already so you don’t have to give out crucial information.

Return Policy

Unused merchandise may be returned for refund or credit within 30 days of purchase. The item being returned must be in its original packaging and be unused. Open urological products and other medical supplies are not returnable. A 20% restocking fee may apply on some returned items. This applies to items such as non-stocked items, wheelchairs, wheelchair parts, and cushions.

To Process a return please follow the steps below:

  • Before returning, please call customer service at 204.589.8955 for a Return Authorization (RA) number.
  • You must write the RA number on the outside of the package you are returning. Returns without a RA number may be refused and sent back to you.
  • If an item you are returning is defective or was shipped in error by The Access Store we will send a shipping call tag to retrieve your package.

For all other returns, the customer is responsible for costs.

Upon receipt of the returned items we will either credit your credit card or, if you paid by check or money order, we will send you a refund check for the total amount of the purchase price less any restocking fees and shipping charges. If you prefer we can apply a credit to your The Access Store account for future orders.

Shipping Information

All shipping charges are based on a flat rate and do no apply to international shipments. The Access Store will contact international clients to confirm additional shipping charges if applicable. Heavier items and oversized boxes such as wheels, wheelchairs and air compressors have a higher shipping cost. The Access Store will confirm any other additional shipping charges only when necessary.

Most orders are shipped within 24 hours (excluding clothing and wheelchairs). We ship all orders ground delivery throughout Canada. Overnight, 2nd day, and 3rd day air are available for an additional charge. Some items such as oversized boxes, wheels or heavy items will incur additional charges. C.O.D. is available upon request as well as priority mail. C.O.D. is available for stocked, non-custom items only and payment for all C.O.D. orders are money order or bank checks only. International shipping methods may vary – call for details. For a quote on overseas shipping please provide us with a complete address including country, name and phone number along with the order.