F.A.Q.

Frequently Asked Questions.

Our regular hours of operation are 8:00 am - 4:00 pm MST, Monday - Friday. We are closed most statutory holidays. Orders by email, fax or through our web store can be submitted at all hours but will be fulfilled during our business hours.

Demander pour Lauren quand vous telephonez 1-800-661-1562 ou utilise le courriel lauren@whiteop.ca.

We are a Canadian company selling to customers across Canada. Our primary customers are opticians, optometrists, ophthalmologists, and medical and veterinary practices.

Pharmaceutical products and medical devices are restricted for shipment to professional business addresses only.

Businesses in the USA that are interested in ordering must contact us by phone 1-800-661-1562 or email orders@whiteop.ca to order. Pharmaceuticals and medical devices Class II or higher cannot be shipped outside of Canada.

No, we do not currently have a showroom or retail space to demonstrate our products. We are a wholesale warehouse set up for mail order only.

No, we are currently a mail order business only.

We do not currently work with any traveling sales representatives. Orders may be placed through our web store, by phone at 1-800-661-1562 or by email at orders@whiteop.ca.

Our wholesale pricing is offered to all customers through quantity discounts.

We have no minimum orders however standard shipping and handling charges will apply to any order under $200.00. Additional charges will apply to any order including pharmaceutical products.

Please refer to our shipping information page for full details.

Please Note: Shipping addresses for orders containing  pharmaceutical products and any medical devices Class II or higher must be a professional business address. Attempting to ship to a residential address voids the order from being covered and any damages to the product are at your expense. Pharmaceuticals cannot be returned and are destroyed if sent out of temperature scope. If we catch pharmaceutical orders shipped to a residential address they will be cancelled with no notification.

Once an internet order has been submitted, it is not possible to alter that order.

We offer a 30-day refund policy on any items you wish to return apart from pharmaceuticals and special-order products. Items for return must be unused, complete and in resalable condition. Credit may be refused, or a restocking fee may be applied to any products that are not properly packaged. Products sold as sterile that are returned open will not be eligible for credit.

Please include a completed copy of our RMA form with any returned items. Customers will be responsible for any shipping fees to return products. Shipping fees will not be credited on returns and may be applied to an invoice if the return credit drops the invoice value below the $200.00 requirement for free standard shipping.

Products over this 30-day grace period must be approved by phone or email prior to return and will be subject to a restocking fee of 20%.  Products with an expiry date are not returnable after this 30-day period and we do not accept returns of expired product.

Collect returns will not be accepted.

Pharmaceutical Returns

Due to manufacturer and Health Canada regulations pharmaceuticals are not returnable unless shipped in error.

Alcon and Novartis Expired Products

Expired Alcon and Novartis pharmaceutical products must be shipped within 6 months after the product has expired. Products more than 6 months past the expiry date will not be eligible for credit. All returns of expired Alcon/Novartis products must be shipped freight prepaid by the customer to Inmar MedTurn and include an Inmar Medturn return form. Forms for return documentation and full instructions for return can be obtained by calling Inmar Medturn at 1-888-784-2323 or at www.returns.org.

Any applicable credit will be sent to WhiteOP and applied to your customer account as a credit. Any fees and costs associated with the return process will be deducted from any credit received.

Products sent to Inmar Medturn which are ineligible for reimbursement will be neither returned to the shipper nor replaced.

Other Expired Pharmaceutical Products

Returns shall be sent to us freight prepaid by the customer and include the customers information. We would request credit on your behalf for any of these products. Any fees and costs associated with these requests will be deducted from any credit received.

Credit received will be applied to your customer account as a credit.

Products received which are not eligible for reimbursement will be neither returned to the shipped nor replaced.

Standard warranty for most products is one year from the date of purchase unless otherwise noted in the product description. Items will be repaired or replaced during the warranty period. Customers will be responsible for shipping costs related to warranty claims. Items replaced under warranty will be subject to the original time period and expiry of the warranty based on the original purchase date.

Items that have been damaged from improper use or accidents will not be covered under warranty.

Most of our products are medical device, or medical drug products and fall under a complaint compliance procedure required by Health Canada. If you have problems with a medical device please follow your Health Canada protocol and notify us with any products that are deemed faulty, unsafe or irregular.

We will gladly repair or replace faulty products that are still under warranty. Products that are damaged due to neglect or accidental damage are not covered by warranty. In order to return a product you need to call  1-800-661-1562 or email orders@whiteop.ca to receive instructions on how to proceed.

In regards to medical related items our target market are trained professionals and we have no problem receiving questions about the products we carry and the usage of those products from our professional customers. We cannot provide medical advice, diagnosis or instructions on the use of medical devices to the general public.

We are happy to answer questions about any of our retail items.

Please submit product questions if they follow the above criteria, by phone at 1-800-661-1562 (customer accounts), or email orders@whiteop.ca.

White Ophthalmic Services and Supply Co Ltd. has been in business since 1985.  White Ophthalmic Supply 2012 has been established since 2012 continuing the product sale section of the company as White Ophthalmic Services and Supply Co. Ltd. has focused solely on managing pharmaceutical imports and managing DIN numbers and no longer deals with customer issues.

If you had created an account on the old website the account information from that website will not be transferred to this site. You will need to enter your information again when placing your first order in our new web store. You no longer need to contact us to be verified as a professional account. Distributor pricing on retail items will be provided through quantity discounts. Specific products such as pharmaceuticals, medical devices and some retail items will be limited to accounts with professional shipping addresses only.  Payments are currently set to PayPal which will act as the online portal for credit card payments.