Answers for confident clinic decisions

DioLaz Canada Inc. supplies professional medical and aesthetic devices, pelvic health equipment, related accessories and medical skincare products to customers in Canada. Product availability, intended use and regulatory status are product-specific.

DioLaz primarily serves clinics, medical spas, healthcare practices and qualified aesthetic professionals purchasing professional equipment. Eligible skincare and certain smaller products may also be purchased by individual consumers. Professional devices are not ordinary household products.

Health Canada licence status is product-specific. Licensed device pages identify the applicable Medical Device Licence information and may link to Health Canada’s active licence listing. Not every item sold on the website—such as skincare, accessories or consumables—is itself a licensed medical device.

No. Health Canada medical device classification relates to regulatory risk and licensing. Laser hazard classification relates to optical radiation safety. The applicable laser class is stated on the device label and in the user manual; it should not be inferred from the Health Canada device class.

DioLaz professional devices are intended for qualified operators and appropriate professional use. A home-based business or residential location is not automatically approved for delivery, installation or Trial use. DioLaz may require a site review, proof of business use, suitable access, electrical readiness, insurance and written approval.

Standard sales, shipping, installation and warranty service are structured for Canada. International shipping or service is not provided unless DioLaz expressly agrees in writing for a particular transaction.

Yes. The Oakville head office and showroom operates by confirmed appointment. Demonstrations, consultations, training, service visits and pickups must be scheduled in advance through the Contact page.

The principal professional systems include the DioLaz Diode Laser, Fractional CO₂ Laser, Picosecond Laser and MedLander Pelvic Floor System. Availability, generations, configurations and included accessories are shown on the applicable product page or written quotation.

Consider your intended services, operator qualifications, client profile, treatment room, budget, workflow and local requirements. DioLaz can arrange a product consultation and compare appropriate systems, but the clinic remains responsible for confirming lawful scope of practice and clinical suitability.

Generation differences are product-specific. On current Diode and Fractional CO₂ listings, the principal visible distinction is the traditional handpiece versus a newer handpiece with a built-in touch screen. The final quotation and product specification identify the exact generation and configuration being purchased.

Yes. Product pages provide technical and marketing information, and the sales team can provide available brochures, arrange an Oakville showroom appointment or discuss a remote demonstration where appropriate.

Some products and payment options may be displayed online, but a high-value device order may still require written confirmation, identity or business verification, signed documents, cleared payment, site information and scheduling. An online submission or payment does not override the applicable quotation, invoice or sales agreement.

Website prices are generally shown in Canadian dollars. Applicable sales taxes, special-access charges, optional accessories, non-standard services and any transaction-specific costs are additional unless expressly included in writing.

No. Device performance depends on proper operation, maintenance and use within intended specifications. Clinical outcomes depend on multiple patient, operator and treatment factors, and business results depend on the clinic’s own operations, pricing, demand and compliance. DioLaz does not guarantee a specific clinical or financial outcome.

Completed Medical and Aesthetic Device purchases generally include complimentary standard one-way shipping within Canada to a destination serviceable by standard commercial freight, unless the quotation, invoice or sales agreement states otherwise. Remote or non-standard destinations and access conditions may result in additional charges.

No. Trial Equipment is governed by separate Trial terms and requires the mandatory CAD $800 round-trip carrier service and CAD $1,200 professional installation and removal service, plus applicable taxes on taxable amounts.

DioLaz Medical and Aesthetic Devices weigh approximately 200–500 lb, depending on the model, configuration and packaging. The purchaser must provide accurate access information and a safe receiving route suitable for the shipment.

Standard service ends at the first safe and reasonably accessible ground-floor or street-level receiving point. It does not automatically include stairs, another floor, room-of-choice placement, internal relocation, unpacking, installation, training or removal of packaging.

Only with DioLaz’s prior written approval and suitable access. The building must provide sufficient loading access, doorways, corridors, turning clearance and an appropriately sized and rated freight or service elevator where required. Stairs, special moving equipment, extra labour, waiting, redelivery, parking or storage may be charged separately.

Not necessarily. Freight delivery, room placement, installation and training are separate stages and may occur on different dates. A dispatch or carrier estimate does not guarantee the installation or training date.

Inspect the pallet and outer packaging before signing the carrier record. Note visible damage, take photographs and report concerns promptly. If the crate is not already in the final installation room, arrange qualified and appropriately insured movers to relocate the sealed crate. Do not remove the outer crate or protective packaging before DioLaz-authorized installation personnel arrive unless DioLaz instructs otherwise in writing.

Timing depends on inventory, payment clearance, signed documents, destination, carrier scheduling, site access and weather. Dispatch and delivery dates are estimates unless DioLaz expressly confirms a guaranteed date in writing.

Record visible damage on the delivery document before signing, photograph the shipment from multiple angles and retain all packaging. Contact DioLaz as soon as possible and, where reasonably possible, within 48 hours after delivery. The 48-hour window concerns delivery condition, shortages and shipment accuracy; it does not shorten a valid latent-defect warranty claim.

DioLaz provides or coordinates equipment onboarding as stated in the applicable quotation, invoice, sales agreement and training policy. The current On-Site Training Policy specifically addresses Diode and Fractional CO₂ devices; training arrangements for other products should be confirmed in writing before purchase.

Typical onboarding covers safe setup and shutdown, the operating interface, treatment modes, handpiece or probe handling, routine cleaning and maintenance, basic safety features and preparation steps described in the device documentation.

The current laser training policy is focused on equipment operation and safety and excludes live-patient treatment, individualized clinical protocols, medical advice and off-label parameter recommendations. Practice may use approved demonstration materials or other methods stated by the trainer.

No. A DioLaz training record confirms completion of manufacturer equipment training. It is not a provincial professional licence, medical credential, clinical laser certification or substitute for the education required by law, an insurer, an employer or a professional regulator.

Only appropriately trained and qualified personnel who are legally permitted to provide the intended service should operate the device. The purchaser is responsible for confirming scope of practice, insurance, facility requirements, supervision rules and local legal obligations.

Remote training and refresher support may be available depending on the device, location, staff needs and scheduling. Any additional session, travel or service fee should be confirmed in writing in advance.

The current program applies to the DioLaz Diode Laser and Fractional CO₂ Laser, subject to unit, carrier, technician and scheduling availability. The exact generation and configuration are confirmed in writing.

The program is currently limited to approved Trial Sites within the Greater Toronto Area and Greater Vancouver Area. Eligibility is based on the actual Trial Site address, site conditions and current service coverage.

The Trial Period is five consecutive days, measured as 120 consecutive hours. It begins only after DioLaz-authorized personnel complete installation, basic functional and safety checks, and operational handover. The written Installation Completion Time and Trial End Time control.

There is no separate device rental or trial-use fee, but participation requires mandatory services and a refundable security deposit. The standard mandatory services are CAD $800 for round-trip carrier service and CAD $1,200 for professional installation and removal, plus applicable taxes on taxable amounts.

The current refundable security deposit is CAD $6,500 for the DioLaz Diode Laser and CAD $8,000 for the Fractional CO₂ Laser. The deposit is separate from the mandatory service fees.

After ordinary return, the remaining deposit is refunded following final functional, technical, condition and accessory inspection, less authorized late, cleaning, damage, loss, missing-item, recovery or other charges under the Trial documents.

They are refunded only as a qualifying Purchase Conversion Benefit. The Participant must make a clear written election during the active 120-hour Trial Period and no later than the Trial End Time, before a removal technician or return carrier has been dispatched and before removal or return service begins. The Participant must then complete the purchase and retain the same Trial Equipment, and DioLaz must confirm the conversion in writing.

No. A purchase decision first communicated after the Trial End Time does not qualify for a refund of the CAD $800 carrier fee or CAD $1,200 installation and removal fee, even if the machine has not yet been physically removed or the customer later purchases the same or another DioLaz device.

• Late use or delayed access: CAD $400 for each additional 24-hour period or any portion thereof.
• Routine additional cleaning: CAD $200 when required.
• Damage, severe contamination, loss or missing items: actual reasonable and documented cost.

There is no purchase obligation and no restocking fee solely because approved Trial Equipment is returned at the end of the Trial Period. Mandatory service fees and any authorized late, cleaning, damage, loss or additional-service charges remain separate.

Only with prior written approval and safe, sufficiently sized access. The standard CAD $800 and CAD $1,200 fees cover ground-floor or street-level service only. Upper floors, stairs, special equipment and additional labour may create separate non-refundable charges.

Financing options may be available for eligible purchasers, subject to application review, written approval, required down payment, signed documents and current financing terms. Only a written financing agreement and purchase documents confirm the applicable term, rate, payment schedule and conditions.

The Education Program may provide verified recent graduates with access to Education Pricing on eligible devices. Under the current dedicated Education Program Policy, applicants generally must have graduated from a relevant recognized Canadian program within the last two years, unless DioLaz approves another period in writing. Approval and discount availability are discretionary.

The Authorized Partner Program is an application-based business program governed by its dedicated policy and written approval. Eligibility, demonstration responsibilities, marketing use and benefits are not automatic and must be confirmed by DioLaz.

Under the current dedicated policy, an eligible DioLaz device may be assessed after at least one year from the original invoice date for a trade-in credit of up to 50% of the original pre-tax equipment purchase price. The actual credit depends on inspection, age, usage, condition and a written trade-in quote, and it must be applied toward an eligible new DioLaz device.

Under the current dedicated policy, an eligible DioLaz device may be considered after five years from the original invoice date for a buyback amount of up to 20% of the original pre-tax equipment purchase price. Eligibility, condition, documentation, inspection and the written Buyback Offer control.

Not automatically. Discounts, program benefits, referral incentives, financing and trade-in credits may be restricted from combination. Only the final written quotation, invoice and applicable program documents confirm what may be combined.

Covered Health Canada-licensed devices include limited warranty protection as described in the current Warranty Policy and transaction documents. The policy—not this FAQ—controls the current duration, parts-support commitment, coverage, exclusions and remedies.

The warranty generally addresses verified manufacturing defects in materials and workmanship during the applicable warranty period. The remedy may include troubleshooting, repair, replacement of a covered component or replacement of the device, as determined under the Warranty Policy.

Common exclusions include normal wear or consumable depletion, misuse, physical or liquid damage, improper storage or maintenance, unsuitable electrical supply, unauthorized repair or modification, unapproved parts that cause damage and use contrary to the manual or intended purpose. The complete Warranty Policy controls.

Use the Contact page and provide the purchaser or business name, invoice number, device model, serial number, detailed issue description, error messages, photographs and video where available. Stop using the device if continued operation may be unsafe or may cause further damage.

Repair timing depends on diagnosis, parts availability, technician scheduling, freight and the nature of the issue. Any stated timeframe is an estimate unless DioLaz confirms a specific commitment in writing. Remote troubleshooting may resolve some issues without returning the complete device.

Accepted Medical and Aesthetic Device orders are final sale and are not returnable or exchangeable for change of mind. Verified defects, transit damage, an incorrect item and mandatory legal rights are addressed separately under the applicable policies and law.

Eligible unopened and unused skincare products, and eligible unopened, unused and uninstalled accessories or parts, may be returnable when written Return Authorization is requested within 30 calendar days after delivery. Hygiene-sensitive, opened, used, installed, customized or final-sale items are excluded as described in the Refund Policy.

Yes. Do not send a return, Device, Trial Equipment or warranty part to any DioLaz address without written Return Authorization or service instructions. Unauthorized returns may be refused or returned at the sender’s expense.

Unless applicable law requires otherwise, DioLaz normally initiates an approved refund within five business days after final inspection, completion of any required assessment and confirmation of the refund amount. The bank, card issuer or financial institution may require additional processing time.

The applicable product-specific policy and signed transaction documents control. For example, the Trial Policy and Trial Equipment Agreement control Trial-specific terms; the Warranty Policy controls covered defects; and the Shipping and Refund Policies control their respective subjects.