Frequently Asked Questions

Our support team is available Monday to Friday 8:30 to 4:30 and can be reach by email at group.purchasing@igility.ca and or by phone (902) 417-0236. 

Yes, orders are usually processed at 10am on the next day following your order placement. You will be sent an order confirmation immediately after placing your order. Please ensure that you review the order confirmation and notify our Support team as soon as possible by email group.purchasing@igility.ca or by phone (902) 417-0236.

Once you receive a shipping notification, it will be too late to make changes to your order as it has already shipped.

Yes, if it is easier for you, you may contact our support team Monday to Friday 8:30 to 4:30 and can be reach by email at group.purchasing@igility.ca or by phone (902) 417-0236.

Please reference the search tool to enter in a keyword of the item you are looking for. If you are still unsuccessful, please contact our support team by email at group.purchasing@igility.ca and or by phone (902) 417-0236 and one of our team members will assist you with finding the item.

Yes, all orders require an account before you can purchase. Please use your work email and phone number as your contact information.

Yes, orders are usually processed at 10am the day following your order placement, so please communicate any changes by then via email group.purchasing@igility.ca or by phone (902) 417-0236 . Once you receive a shipping notification, it will be too late to make changes to your order as it has already shipped.

Yes, for wound care products there are ordering thresholds set on the website, and facilities can use the ordering guide below as a reference: 

https://cdn.shopify.com/s/files/1/0707/5066/7035/files/GPO_facility_ordering_guide.pdf?v=1695921986

For PPE, please reach out to group.purchasing@igility.ca for your facilities' allotments, which are based on number of beds in your facility. 

The masks are not expired, please refer to this notice from PRI-MED, the manufacturer:

https://cdn.shopify.com/s/files/1/0707/5066/7035/files/Mask_Shelf_Life_Letter_JAN2023.pdf?v=1692900025

We send email notices to all customer accounts with follow up instructions for all recalls. We will also post them here:

https://igilitygpo.ca/pages/wound-care-product-recall-notices

For damaged items, please contact support Monday - Friday 8:30 - 4:30 by email at group.purchasing@igility.ca or by phone (902) 417-0236. For missing items, please refer to your tracking number to see if there are any issues with a missed/delayed package. If you are unable to track any detail, please contact our support team.

If your order is not part of a supplier split order as mentioned above, it is most likely because the order surpassed the allowed allotment and or there was a back order with the supplier. In the event of a back-order the Provincial Wound Care Team will provide a substitute option. You will always receive an email from the Group Purchasing Team advising of any changes to your order.

Orders will be received within 2-5 business days once your order is placed. When your order is shipped you will receive a shipping notification which will allow you to track your order. Please refer to your tracking number to see if there are any delays with the courier.

If you haven't received any notifications, please remember to check your spam/junk folder. If you need additional assistance, contact our support team Monday to Friday 8:30 to 4:30 or by email at group.purchasing@igility.ca or by phone (902) 417-0236. 

Unfortunately, some suppliers ran into issues with providing us with shipping information promptly. This issue has been resolved and will be updated moving forward.

Please contact our support team by email at group.purchasing@igility.ca or by phone (902) 417-0236  and one of our team members will assist with expediting an order for you.

For wound care products, the order should be placed based on the facilities' current ordering pattern and the supplies ordered should be enough to last for a few weeks. For PPE products, it is suggested that you order a minimum 30 day supply with each order. However, products may be ordered as needed.

Yes, we recommend having at least 2 people per facility create their own account. 

No, you can order from a single account. If you are ordering on behalf of multiple facilities, just ensure that all the shipping details are correct when placing an order so supplies are being sent to the intended facility. 

Although you are placing one order through the online ordering platform, products are sourced and dropped shipped from multiple suppliers. The reason for this is to ensure that we are getting the most affordable option and best quality of products.