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Frequently Asked Questions (FAQs) - Our Policies

In uCan Health, we are dedicated to your complete satisfaction. Each of us is ready to assist you in explaining, demonstrating, locating and ordering any product that meets your needs.

How can I place order?

How long will my items stay in my shopping cart?

How will my order be confirmed?

Is shipping and handling free?

How to you handle international shipping?

How long does it take to receive my order?

Do you accept product return?

Can I get refund if I don't like the products?

How about canceling an order?

How about re-delivering an order due to address error?

How long will it take to receive refund for returned product?

Can I get shipping cost reimbursed for returned order?

What should I do if my order arrives damaged, defective or with missing parts?

What payment methods are accepted?

Do I need to pay sales taxes?

Is it safe to purchase from uCanHealth.com?

Are you guys going to sell my name to some mailing list?

How can I place order?

You can place order online at uCanHealth.com through our SECURED web ordering system. Simply select the items of interest, put them in your shopping cart, check out the items with your payment following the instruction. Or you can call us toll free at 1-866-880-8226.

All the prices and fees are in US currency.

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How long will my items stay in my shopping cart?

Sometimes, you may want to take more time to make your purchase decision for the items in your shopping cart before moving forward to check them out. The items will stay in your cart for about 24 hours and will be removed afterwards. You can continue your order process with the items in your shopping cart within 24 hours after the selection.

If you make your final decision after the 24 hour period, you have to re-select these items from product detail pages. Therefore, it is a good idea to book mark the product detail pages or email the pages to yourself for later use.

The items stay in your shopping cart for only 24 hours in case someone else may want the same deals at the same time since:

  • Our inventory may change sometimes. We can not guaranty that the items selected will be still available for immediate delivery after the 24 hour period.
  • The product prices may change from time to time depending on promotions. We can not guaranty that the items selected will be still available at the same prices after the 24 hour period.

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How will my order be confirmed?

The receipt of your order will be acknowledged by an automated email with order reference number and electronic transaction number. There is a link in the email directing you to your order details of track order page where you can monitor the status of your order. From the track order page, you will know when your order was received, when the payment was received and when the order was shipped out. You can view your invoice from that page.

You can also login that page using the order reference number and the same email address provided with the purchase. 

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Is shipping and handling free? 

We do NOT charge any handling fee for regular ground delivery. As you know, shipping cost is based on the shipping distance, and the weight and dimensions (length, width and depth) of the package charged by shipping carrier. We use both of UPS and FedEx, which ever faster and cheaper, as our carriers for domestic and international shipping. 

However, at uCan Health, shipping is FREE for orders above $50 delivered in the continental US with regular ground shipping. Faster shipping is available at extra cost for shipping and handling. Shipping options in US include:

  • Regular Ground Mail for Orders Above $50 (2 - 7 business days) - Free of Charge (you may save up to $50 for shipping).
  • Regular Ground Mail for Orders Bellow $50 (5 - 7 business days) - $15.00. We pay the rest (you may save up to $10 for shipping).
  • Second Day Mail (1 - 2 business days) - $79.95 to $129.95 depending on the size and weight of the item.
  • Overnight Mail - $129.95 to $219.95 depending on the size and weight of the item.

Second day and overnight delivery options may not be available for some items that are oversized and / or too heavy. We may choose US Postal priority or express mails for expedited shipment to save shipping cost, but the delivery time may not be guaranteed. Please contact our customer service for details. For expedited delivery of in-stock items, purchase order should be received before 2:00 PM pacific time for same day order process. Some products are shipped from warehouse in East Coast. Therefore the deadline for shipment of such products is 2:00 PM eastern time. Please call us to ensure same day shipment for urgent orders.

If your address is residentail, you may need to pay $50 residential fee for some big items to be delivered to you. In this case, we will notify you after your order is received. 

International shipping is available for many items within certain weight and size limits unless you have a mail forwarding service within the USA. Please contact us for availability, shipping cost and payment process. Shipping usually takes about 7 business days. International customers will be responsible for customs duty or other taxes that may apply.

How do you handle international shipping? 

Yes, we have partnered with Bongo International to service our customers Worldwide!

Bongo International provides our customers with their very own US address. Once you have a US address, you will be able to make purchases with us as well as other US based online retailers. Bongo receives your purchases and logs them into their online system which you can use to view your items and consolidate them with multiple orders.

International customers can save up to 82% off typical international shipping rates by following these four easy steps:

Register with Bongo and receive a U.S. shipping address.
Enter the Bongo address as both your billing and shipping address.
Use the credit card that you have on file with Bongo as the payment method.
Once the order arrives at Bongo, log into your account to forward to your country.

If you have any questions, please feel free to contact Bongo through e-mail. They will be glad to assist you.

Click on the Bongo logo at the bottom left corner to get started!


Important note - if you do not have a US credit card (Visa, Mastercard, American Express or Discover) you can pay by PayPal.

How long does it take to receive my order?

The lead time varies with products. For most of the products, we can send the items from our 10 warehouses throughout the country which ever close to you. Generally speaking, after payment is received, it usually takes 3-7 business days, depending on the distance between our closest warehouse and your address, for the ordered products to arrive by regular ground shipping. The length of time is determined by UPS, FedEx, DHL, US Postal or Truck Delivery Company (the carriers that we use).

In addition, payment method will influence order processing time. We accept all major credit cards, personal check, business check, money order and cashier check. Usually pay by credit card takes the shortest processing time. Your orders can be shipped out within 24 hours for items in stock (please contact us for availability of products if your order is urgent).

Pay by personal or business checks may take as long as 10 business days for the fund to be transferred between the banks after the check is deposited. The order will be shipped out immediately after we receive the confirmation that the fund transfer from your checking account is authorized.

Pay by money order or cashier check (you will get detailed instruction when you select to make payment this way) may take 24 hour processing time after we receive them.

Therefore, pay by personal check, or pay by money order or cashier check through mail may delay the process by up to 2 weeks in the U.S. due to the fund transfer plus mailing time. We're sorry for the inconvenience. Your understanding is highly appreciated.

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Do you accept product return? Can I get refund if I don't like the products?

Yes, we accept return for most of the products, if the product is unused, in original package and in resalable condition. However, for hygienic reasons, bathroom related products and mattresses are NOT refundable once the package is opened. To facilitate a return, please request a Return Authorization number from our customer service department by email (return@ucanhealth.com) from the same email address provided during purchase within 30 days after the product being shipped. In your email, please provide your order reference number which was emailed to you when the order was placed. We will provide you with a Return Authorization number also by email. You need to write down this number on the shipping address. This number is required for refund to be granted. 

Refunds are given if the returned product is in the same condition as when it was received and is in the original packaging. Refund will not be granted for returned item in a package other than the original one. You are responsible for the original delivery costs and the return shipping expense. A restocking fee will be applied. The fee will be 25% of the price of the item (as purchased). Tax will be fully refunded.

Some products are available through special orders, which means that they are manufactured specifically for you after you place order. These products are not refundable. Please contact us if you have any questions about the products before you place order.

All of our products will be covered by manufacturer's warranty. The warranty information can be found in the shipping package. Please read it carefully and follow the process properly to get the warranty program for your item initialized.

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How about canceling an order?

You can cancel an order before the item is received. Your cancellation should be made in writing by email to by email to return@ucanhealth.com. If the order is cancelled before the item is shipped out, you will get complete refund of your purchase. However, you will be responsible for the shipping costs and a restocking fee which is 25% of the item price (as purchased) will be applied, if (1) the order is cancelled after the item is shipped out. You need to get a Return Authorization Number to ship it back to us; (2) if the order is returned due to inaccurate / incomplete / invalid / undeliverable address provided when you placed the order and you determine to cancel the order. 

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How about re-delivering an order due to address error?

Please check your shipping address carefully when you place the order. Only physical address is accepted. UPS and FedEx will NOT deliver to PO Box. Inaccurate / incomplete / invalid address may result in delay and extra cost. You will be responsible for the possible fees for return and re-delivery that the shipping carrier may charge.

Please also provide valid contact information such as telephone number and email address since the shipping carrier may need to contact you to schedule delivery. Invalid information may also result in process delay.

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How long will it take to received to receive refund for returned product?

The whole process from product return to credit appearing in your credit card account may take about a billing cycle or more due to the multiple steps in the process. You will receive an email from uCan Health notifying the credit issued from our side. Then it may take several days for the credit card processing system and your credit card company to get the credit back to your account, depending on how quickly the system handles this. It is recommended that you make your regular credit card bill payment by the due date to avoid any financial charges or late fees by your credit card company.

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Can I get shipping cost reimbursed for returned order?

If you are returning an item that is shipped in error by us, we will reimburse you the delivery costs and the cost to ship the product back to us. Be sure to call first and obtain a Return Authorization number to facilitate the process.

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What should I do if my order arrives damaged, defective or with missing parts?

If your product arrives damaged, you must refuse delivery or have driver sign a damage statement. If you found shipping damage after delivery, you need to email us at return@ucanhealth.com within 3 days after receiving the product so that we can initiate damage claim to the shipping carrier. In case of damage, a photo of the damaged area must be submitted in order for us to send you replacement. Otherwise, you will be responsible for the costs of repair.

If you found that the product is defective or some parts are missing after delivery, please contact our customer service by phone 1-866-880-8226 or by email service@ucanhealth.com within 30 days after receiving the product for replacement. A photo of the affected area must be submitted in case of damage or part missing to help us determine what needs to be sent to you.

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What payment methods are accepted?

We accept Visa, Mastercard, American Express and Discover cards for payment. Your card information will be transferred safely via our secure server, which encrypts all submitted information.

You can also pay with a cashier check, money order or government / business checks in U.S. dollars as payment. Select the right method when you enter your information to check out from your shopping cart. Once you have fully submitted your order, you will be provided with detailed instruction including your order summary and check mailing address. Just print out the instruction and mail it together with your cashier check, money order or personal check to the address on it. 

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Is it safe to purchase from uCanHealth.com?

We guarantee that every transaction you make at uCanHealth.com will be 100% safe thanks to encryption technology. Your personal information, including your credit card number, are protected from fraudulent use.

Note: In the event of unauthorized use of your credit card, you must notify your credit card provider in accordance with its reporting rules and procedures.

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Do I need to pay sales taxes?

There is no sales tax on any items sold except for residents of California and Washington states. 

Sales tax can be reimbursed for residents that have a prescription for the ordered product. Simply send us: 

  • a copy of the invoice (which can be downloaded and printed out from our website),
  • a copy of the prescription with the name, address and telephone number of the patient, and
  • a photo copy of your Medicare or Medical card.

to our address. We will either credit the amount of tax charged back to your credit card or send you a check with the same amount to the shipping address on our record.

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Are you guys going to sell my name to some mailing list?

No! We will not give, sell, or distribute your name to anyone!! We won't even use your name in our own mailing list unless you specifically go to our home page, or the prizes page and sign up for our mailing list. 

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