Customer Service

At Galen, we take great pride in our exceptional customer service. Our knowledgeable team is here to help and support you every step of the way.

Whether you have questions about our products, need assistance with an order, a return or a repair, our team is always here to help. We are passionate about what we do, and we are dedicated to ensuring that our customers receive the best possible experience when working with us.

Order and Payment Terms

In order to respond to the needs of our customers, Galen Medical does not impose a minimum order policy.  Our payment terms are net 30 days.  We ship FOB to hospitals and clinics for orders above $1,000.00.  A fee of $25.00 will apply to orders that does not meet this threshold.  FOB may not apply to remote shipping locations or rush orders.

Surgical Care Galen Medical

Returns

Return for Credit of Exchange

  • Galen Medical will not accept any returns without an authorization number
  • All returns must be sent prepaid to Galen Medical
  • Returned items must be in the same condition as they were delivered – never have been used, and in the original, unaltered packaging
  • Goods are not returnable 30 days after delivery
  • Refrigerated product, open cases, discontinued/expired products, and instruments that have been etched, engraved or sterilized cannot be returned for credit or exchange
  • Items returned that meet the criteria above will be subject to a 20% restock charge
  • Any changes to this policy must be approved by management
  • Contact us at customerservice@galenmed.ca

Return for Repair

  • All returns for repair or warranty require an authorization number
  • All warranty decisions will be made by Galen Medical
  • Contact service@galenmed.ca

 

Safe Transportation of Goods

  • The hospital/clinic must warrant that all goods sent for repair have been decontaminated and /or sterilized, such that they pose no risk to employees of Galen Medical
  • Any products received that appear to or are found to contain bio-burden will be returned or disposed of or returned