DioLaz Canada Shipping and Delivery Policy

Effective Date: June 11, 2025

1. Scope and Shipping Territory

This Shipping and Delivery Policy applies to products and equipment supplied by DioLaz Canada Inc. (“DioLaz”, “we”, “us” or “our”) within Canada.

Unless DioLaz expressly agrees otherwise in writing, we do not provide international shipping. Carrier selection, service level and routing are determined by DioLaz according to the product, shipment size, destination, access conditions and service availability.

DioLaz may use national parcel carriers, regional carriers, freight carriers, specialized medical- equipment carriers, local delivery teams or other qualified logistics providers.

2. Definitions

For the purposes of this Policy:

• Purchased Device means a Medical or Aesthetic Device sold to the purchaser under a completed order, invoice, sales agreement or approved financing agreement.
• Trial Equipment means equipment temporarily supplied under the DioLaz 5-Day In-Clinic Device Trial Program and remaining the property of DioLaz unless and until DioLaz confirms a completed purchase in writing.
• Standard Ground-Floor Delivery means delivery to the first safe and reasonably accessible ground-floor or street-level receiving point at the approved address using standard carrier equipment.
• Special Access Service includes upper-floor delivery, stairs, steps, hoisting, rigging, cranes, specialized moving equipment, additional labour, room-of-choice placement, restricted loading access, long carries, narrow corridors, unusual thresholds or any service outside Standard Ground-Floor Delivery.

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Section A — Shipping for Normal Purchases

3. Purchased Medical and Aesthetic Devices

3.1 Complimentary Standard Shipping

Completed purchases of DioLaz Medical and Aesthetic Devices include complimentary standard one-way shipping within Canada to a destination serviceable by standard commercial freight, unless a quotation, invoice or sales agreement states otherwise.

Complimentary standard shipping applies only to the outbound shipment of a Purchased Device. It does not include return shipping, exchange shipping, warranty-service transportation, relocation after delivery, Special Access Service or any other non-standard service unless expressly confirmed by DioLaz in writing.

Remote, northern, island, ferry-dependent, residential limited-access or otherwise non-standard destinations may be subject to carrier surcharges. DioLaz will disclose known additional charges before dispatch whenever reasonably possible.

3.2 Device Weight and Standard Delivery Level

DioLaz Medical and Aesthetic Devices weigh approximately 200–500 lb, depending on the model, configuration and packaging.

Complimentary device shipping covers Standard Ground-Floor Delivery only. It does not include stairs, delivery to another floor, room-of-choice placement, unpacking, assembly, installation, training, removal of packaging or internal relocation after delivery.

The purchaser must ensure that the ground-floor delivery point is safe, clear, accessible and suitable for a freight shipment of this size and weight.

3.3 Delivery to Another Floor

Delivery to any floor other than the ground floor requires DioLaz’s prior written approval. Before scheduling, the purchaser must provide complete and accurate information regarding:

• the floor number and all stairs, steps and thresholds;
• loading-dock or street access;
• doorway, corridor and turning clearances;
• the dimensions and rated weight capacity of any freight or service elevator;
• the distance between the delivery point and the intended room; and
• any building booking, insurance, security or access requirements.

A passenger elevator is not automatically considered suitable. The access route must safely accommodate the crated equipment, pallet, moving equipment and personnel.

Special Access Service may require an additional quotation and may result in extra carrier, labour, equipment, waiting, parking, storage, redelivery or building-access charges. DioLaz and its carrier may refuse, suspend or reschedule any delivery that cannot be completed safely.

3.4 Delivery Point, Final Room and Sealed Packaging

Unless DioLaz has expressly confirmed room-of-choice placement in writing, the carrier’s obligation ends at the approved Standard Ground-Floor Delivery point.

If the delivery point is not the final installation room, the purchaser is responsible for arranging qualified and appropriately insured movers to move the sealed crate or pallet to the final room before the installation appointment.

The equipment must remain upright, protected and sealed. The purchaser must not remove the outer crate, protective wrapping or internal packaging before DioLaz-authorized installation personnel arrive, unless DioLaz gives written instructions permitting otherwise.

Damage occurring after delivery while the purchaser, its staff, building personnel or a third-party mover relocates or handles the shipment is not carrier transit damage and may be excluded from warranty coverage where caused by improper handling.

3.5 Shipping, Installation and Training Are Separate Stages

Freight delivery, installation and training are separate stages and may occur on different dates. A product-page dispatch estimate or carrier delivery estimate does not guarantee an installation or training date.

The inclusion, timing and scope of installation and training are governed by the applicable quotation, invoice, sales agreement, written installation confirmation and training policy. Complimentary shipping alone does not include room placement, unpacking, installation or training.

3.6 Device Order Processing and Delivery Estimates

Any stated processing or dispatch timeframe is an estimate of when an order is expected to leave DioLaz’s facility or be released to a carrier. It is not a guaranteed delivery date.

Device delivery timing depends on equipment availability, payment clearance, document completion, destination, freight schedule, appointment availability, weather, road conditions, holidays, regional service limitations and other factors outside DioLaz’s direct control.

DioLaz will provide tracking, a freight reference number or delivery updates when available.

3.7 Delivery Appointment and Recipient Availability

The purchaser must provide an accurate delivery address, telephone number, email address, business hours and onsite contact before dispatch.

An authorized adult representative must be present for a scheduled device delivery. The purchaser is responsible for building access, loading access, elevator reservations, parking arrangements and any required certificates or permissions.

Failed delivery, refused delivery, incorrect address information, unavailable access, missed appointments or excessive waiting caused by the purchaser may result in actual carrier, redelivery, storage, labour and administrative charges.

3.8 Inspection at Delivery

Before signing the delivery receipt or bill of lading, the purchaser or its representative must inspect the pallet, crate and visible packaging for punctures, crushing, tilting, water exposure, broken bands, missing pieces or other signs of transit damage.

Any visible issue must be clearly written on the carrier’s delivery record before signature. The purchaser should photograph the shipment from all sides before it is moved or opened and notify DioLaz immediately.

Apparent concealed damage must be reported to DioLaz with photographs and supporting information as soon as discovered and, whenever reasonably possible, within forty-eight (48) hours after delivery. Packaging must be retained until DioLaz confirms that it may be discarded.

Where installation is scheduled, the purchaser should leave the crate sealed so that the condition of the equipment can be documented during authorized unpacking.

4. Medical Skincare and Eligible Parcel-Sized Products

4.1 Shipping Charges

Eligible Skincare and parcel-sized product orders below CAD $199 are subject to the applicable flat-rate or calculated shipping charge shown at the time of purchase.

Eligible Medical Skincare and parcel-sized product orders of CAD $199 or more qualify for complimentary standard parcel shipping within Canada, unless otherwise stated for a particular product, promotion or destination.

The CAD $199 parcel-shipping threshold does not apply to Trial Equipment, Special Access Service, device relocation, return shipping or other separately quoted services.

4.2 Parcel Processing and Transit Estimates

Parcel orders are normally delivered within approximately one (1) to eight (8) business days after dispatch, depending on the destination and carrier. This is an estimate and not a guarantee.

Tracking information will be provided when available. Delivery scans and estimated dates are generated by the carrier and may change during transit.

4.3 Incorrect Addresses, Refused Parcels and Returns to Sender

The customer is responsible for providing a complete and accurate address. Additional shipping, correction, return-to-sender or reshipment charges caused by an incorrect address, refused parcel or failed delivery may be charged to the customer.

4.4 Parcel Damage

Transit damage involving Medical Skincare or parcel-sized products must be photographed and reported to customersupport@diolaz.com within forty-eight (48) hours after delivery. Returns and exchanges remain subject to the DioLaz Refund Policy.

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Section B — Shipping for the 5-Day In-Clinic Device Trial Program

5. Trial Shipping Is Separate from Purchase Shipping

Trial Equipment is not covered by complimentary shipping for completed device purchases. Trial shipping, installation, removal and return are governed by this Section and the applicable Trial Program Policy and signed Trial Equipment Agreement.

The Trial Program is currently available only at approved Trial Sites within the Greater Toronto Area and the Greater Vancouver Area, subject to carrier, technician and equipment availability.

6. Mandatory Trial Carrier Service

Every approved trial requires a mandatory CAD $800 round-trip carrier service fee, plus applicable taxes on taxable amounts.

This fee covers one standard outbound delivery to and one standard return pickup from the approved Trial Site. The service is arranged through a DioLaz-designated carrier.

The Participant may not substitute its own carrier, independently transport the Trial Equipment, waive the carrier service or move the Trial Equipment to another address.

7. Mandatory Trial Installation and Removal Service

Every approved trial requires a mandatory CAD $1,200 professional installation and removal service fee, plus applicable taxes on taxable amounts.

This fee covers one standard installation and operational handover appointment and one standard disconnection, removal and packing appointment performed by DioLaz-authorized personnel.

The Participant may not unpack, install, relocate, disconnect, dismantle, repair or repack Trial Equipment without DioLaz’s prior written authorization.

8. Trial Equipment Weight and Floor Access

Trial Equipment weighs approximately 200–500 lb, depending on the model, configuration and packaging. The standard CAD $800 carrier service and CAD $1,200 installation and removal service cover ground-floor or street-level access only.

Service to or from another floor requires DioLaz’s prior written approval and a safe, clear and sufficiently sized access route. Where an elevator is required, the building must provide a suitable freight or service elevator with adequate door dimensions, internal space and weight capacity.

Non-ground-floor access, stairs, special moving equipment, extra labour, waiting, parking, redelivery, storage, building requirements or other non-standard services are charged separately according to the actual reasonable cost incurred.

These additional charges are not included in the standard mandatory service fees and are not eligible for the Purchase Conversion Benefit described below.

9. Trial Delivery, Installation and Timing

The Participant must provide accurate site, floor, doorway, corridor, elevator, loading and room information before scheduling.

The Trial Equipment must remain sealed until DioLaz-authorized installation personnel arrive. The five-day trial begins only after installation, functional and safety checks, and operational handover are completed. The active Trial Period is measured as 120 consecutive hours from the recorded Installation Completion Time.

Unless DioLaz confirms a qualifying purchase conversion in writing, the Participant must stop using the Trial Equipment by the Trial End Time and provide access for the confirmed removal and return appointments.

10. Conditional Refund of Mandatory Trial Service Fees

The CAD $800 mandatory round-trip carrier service fee and the CAD $1,200 mandatory installation and removal service fee are refundable only as a conditional Purchase Conversion Benefit.

To qualify, all of the following conditions must be satisfied:

1. The Participant gives DioLaz clear written notice during the active 120-hour Trial Period and no later than the Trial End Time that it elects to purchase and retain the same Trial Equipment.
2. The written election is received before any technician, installer, carrier or other service provider has been dispatched for removal or return transportation and before any disconnection, dismantling, packing, removal, collection or return service has begun.
3. DioLaz confirms in writing that the same Trial Equipment is available and approved for sale.
4. The Participant signs all required purchase or financing documents and completes the required payment or approved down payment within the deadline specified by DioLaz.
5. The same Trial Equipment remains installed at the approved Trial Site and the removal and return services are cancelled before they begin.
6. DioLaz issues written confirmation that the purchase conversion has been completed.

When these conditions are satisfied, DioLaz will refund the standard CAD $800 carrier service fee and the standard CAD $1,200 installation and removal service fee, together with the applicable taxes originally collected on those fees.

This CAD $2,000 refund is a conditional purchase-conversion benefit. It does not mean that no outbound carrier or installation service was performed.

Any non-ground-floor, special-access, redelivery, waiting, storage, additional labour or other non-standard charges remain non-refundable.

11. No Service-Fee Refund for a Purchase Decision Made After the Trial

A purchase decision first communicated after the Trial End Time does not qualify for a refund of the CAD $800 carrier service fee or the CAD $1,200 installation and removal service fee.

This remains the case even if:

• the Trial Equipment has not yet been physically removed;
• the Participant later purchases the same Trial Equipment;
• the Participant later purchases another DioLaz machine;
• the removal or return appointment has already been scheduled or dispatched; or
• the Participant previously requested information, a quotation or financing but did not make a qualifying written purchase election during the active Trial Period.

A verbal statement, unanswered message, request for information, request for a quotation, unsigned purchase document or pending financing inquiry is not a qualifying purchase election.

12. Trial Removal, Return and Delayed Access

Only DioLaz-authorized personnel may disconnect, dismantle and pack Trial Equipment, and only DioLaz’s designated carrier may complete the return transportation.

No late fee will be charged solely because DioLaz or its service provider performs removal after the Trial End Time, provided that the Participant stopped using the Trial Equipment by the Trial End Time and provided access at the confirmed appointment.

Continued use after the Trial End Time, refusal to provide access or failure to make the Trial Equipment available for removal may result in the late fees and additional carrier, technician, storage or recovery charges stated in the Trial Program Policy and signed Trial Equipment Agreement.

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Section C — General Shipping Terms

13. Order Holds and Dispatch Conditions

DioLaz may hold or delay dispatch until payment has cleared, required documents have been signed, the delivery address and site conditions have been verified, and any required scheduling has been completed.

14. Address Changes and Rescheduling

Address changes and scheduling requests must be submitted in writing and are not effective until confirmed by DioLaz.

Changes requested after a carrier or service provider has been booked or after dispatch may result in actual rerouting, cancellation, redelivery, storage, labour or administrative charges.

15. Carrier Delays and Events Outside DioLaz’s Control

Delivery and service dates are estimates unless DioLaz expressly confirms a guaranteed date in writing. DioLaz is not responsible for delay caused by weather, road closures, carrier network disruption, labour interruption, mechanical failure, customs or regulatory action, holidays, natural events, unsafe access, building restrictions or other events outside DioLaz’s reasonable control.

DioLaz will communicate material updates and work reasonably with the purchaser or Participant to reschedule affected services.

16. Conflict Between Policies or Written Agreements

For a normal Purchased Device, the applicable quotation, invoice, sales agreement and written delivery confirmation govern any shipment-specific terms.

For Trial Equipment, the DioLaz 5-Day In-Clinic Device Trial Program Policy, signed Trial Equipment Agreement and written Trial Confirmation govern. If a general shipping term conflicts with a trial-specific term, the trial-specific term controls.

Nothing in this Policy limits any right or obligation that cannot lawfully be limited.

17. Contact

DioLaz Canada Inc.
Shipping and order support: customersupport@diolaz.com
Trial and device sales inquiries: sales@diolaz.com
Telephone: +1 (825) 986-1320