F.A.Q.

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.

Unfortunately nobody here speaks French at this time, if you submit your request via Email, we can use google translate to accommodate you.

We are a Canadian company selling across Canada and 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 are a business to business supplier. There are no minimum requirements for orders, although larger orders may benefit from bulk discounts on certain products, or free standard shipping (free standard shipping is available on orders of $300.00 or more before sales tax).

For our complete shipping policy and rates, please visit our shipping info page.

Orders shipped to a residential or non-business address will not be insured against damage, loss or theft.

Shipping addresses for pharmaceuticals orders and any medical devices Class II or higher must be a professional business address. Attempting to ship to a residential address will automatically cancel the order with no notification.

To Return a Product:

Please include a completed copy of our RMA form with any returned items. Customers are fully responsible for shipping items for return. We highly recommend contacting us prior to returning a product to ensure its eligibility, or review our policy below.

If you have any questions, please contact us at 1-800-661-1562 or orders@whiteop.ca

Our Return Policy

We will gladly accept products purchased from us within 30 days of receipt, so long as the product is eligible for return and is in resaleable condition; unused and in the original packaging. Shipping and handling charges are non-refundable. Some items may be subject to a restocking fee of up to 20%, and credit may be refused at our discretion.

Approval by phone or email is required for any returns after the 30-day grace period, and will be subject to a restocking fee of 20%.  Products with an expiry date are not returnable after the 30-day grace period.

Non-returnable products include, but are not limited to:

• Pharmaceuticals (some expired pharmaceuticals are eligible for return for partial credit, please contact us at 1-800-661-1562 for more information).
• Special ordered products unless defective.
• Sterile products that are in any way opened.
• Expired products unless received in error (please report to us immediately upon receiving).

If a return is made from an order that had qualified for free standard shipping, and the return drops the invoice value below the requirement for free standard shipping, the standard shipping fee is no longer considered free, and credit from the return will be applied to the fee where applicable. 

Collect returns will not be accepted.

Due to manufacturer and Health Canada regulations, pharmaceuticals are not returnable unless shipped in error (please contact us immediately upon receiving if there is an error in your shipment).

Returning Expired Pharmaceutical Products

Returns can 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. We cannot guarantee the credit amount to the customer.

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 customer nor replaced.

Standard warranty for most products our 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.

Damages or discrepancies in shipments received must be reported within five business days of receiving. We will gladly provide credit for, or replace any damaged products.

We will also gladly repair or replace any 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 please call 1-800-661-1562 or email orders@whiteop.ca to receive instructions on how to proceed.

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.

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 Stripe which will act as the online portal for credit card payments.