Question 1

How do I place an order?

Accepted Answer

Send your purchase order to contact@evergreenmedicalproducts.com as a PDF or in the body of an email. We confirm receipt within 1–3 business days, issue your invoice, and email tracking once the order ships. If you're a facility or clinician rather than an account holder, order through the authorized care provider in your region — find yours at Care Providers — or request a quote and we'll route you.

Question 2

What are your payment terms?

Accepted Answer

Net 30 days from the invoice date. We accept cheque, EFT, and e-transfer; cheques are payable to Evergreen Medical Products Ltd., and the mailing address is on every invoice. For EFT or e-transfer details, email contact@evergreenmedicalproducts.com. New accounts are set up during dealer onboarding — see Becoming a Dealer below.

Question 3

Are sales final?

Accepted Answer

Yes — all sales are final: surfaces, parts, and accessories. As regulated medical devices, our products cannot be returned for restocking once delivered, so please confirm model, size, and quantity before submitting your PO. Three things sit outside that rule: product that proves defective under warranty, a shipping error on our end, and damage in transit — which is a carrier claim, reported within 48 hours of delivery with photos of the product and packaging.

Question 4

Do you publish pricing?

Accepted Answer

Yes — MSRP is listed on every product page, so you can size a budget without contacting us first. Dealer pricing is tiered under your dealer agreement and issued to your account directly rather than published on the site. Dealers can request their current list at contact@evergreenmedicalproducts.com; facilities and clinicians can request a quote.

Question 5

How do I get a dealer price list?

Accepted Answer

Email contact@evergreenmedicalproducts.com and we'll send the current list for your dealer tier, covering both surfaces and positioning cushions. Pricing is reviewed annually, so if your list is more than 12 months old, ask for a refresh. Each dealer receives their own list — dealer pricing isn't published or linked anywhere on the site.

Question 6

Can you provide a quote with both dealer cost and MSRP?

Accepted Answer

Yes — we include both on any quote. Send the product names or SKUs and quantities to contact@evergreenmedicalproducts.com and we'll return an estimate showing dealer cost alongside MSRP, so you can quote your client from the same document. Parts quotes work the same way: include the 10-digit serial number from the back of the pump so we price the correct assembly.

Question 7

How do you ship?

Accepted Answer

Purolator for domestic orders, with DHL used for expedited and international shipments. We email your tracking number as soon as the order leaves us. One thing worth flagging for your receiving team: signing the delivery receipt acknowledges the goods arrived in acceptable condition and transfers risk to you, so inspect on arrival and report any loss or damage to the carrier within 48 hours, with photographic evidence.

Question 8

How much does shipping cost?

Accepted Answer

Foam surfaces ship at a flat rate: $75 for 1 unit, $225 for 3–9 units, $350 for 10–15 units — contact us for other quantities. Powered surfaces, positioning cushions, and accessories ship at courier rates quoted at the time of shipping. All prices are in CAD.

Question 9

What are your lead times?

Accepted Answer

Powered surfaces (Palm, OpalAir, OpalAir Turn), positioning cushions, and accessories typically ship out within 1–2 weeks. Foam surfaces (EverFoam, EverGel, Evolve) are made to order and ship within 5 business days. Special-order and non-stock sizes (e.g. 48" powered surfaces) take longer — email for a quote and a firm date. Current stock status is shown on every product page.

Question 10

Do you ship across Canada?

Accepted Answer

Yes — across Canada, with the exception of Quebec at this time. Our products are prescribed nationally and supplied through authorized care providers into hospitals, long-term care facilities, and private residences; find the provider nearest you at Care Providers.

Question 11

What sizes are available?

Accepted Answer

Powered surfaces — Palm: 36", 42". OpalAir and OpalAir Turn: 36", 42" (48" available as a special order). Foam surfaces — EverFoam: 36"; EverGel: 36", 42"; Evolve: 36"; EverCare Bari: 42" (600 lb capacity). Positioning cushions — each NG model comes in a set size, with adult and pediatric versions available across the range. Bolsters extend a Palm or OpalAir beyond its standard footprint: width bolsters to 39", 42", 48", 54" or custom, and length bolsters to 84", 88", 92" or custom. Non-stock and custom sizes are available as special orders — email contact@evergreenmedicalproducts.com for a quote and lead time.

Question 12

Do your surfaces fit standard hospital bed frames?

Accepted Answer

Yes. Our powered mattresses are built for a standard 80" hospital bed deck. For specialty and bariatric frames, width bolsters extend a Palm or OpalAir to 39", 42", 48", or 54", and length bolsters extend it to 84", 88", or 92". If you're matching an unusual frame, send us the deck dimensions and we'll confirm the fit.

Question 13

How do I check if a product is currently in stock?

Accepted Answer

Every product page shows a live stock badge — In Stock, Low Stock, Special Order, or Coming Soon — beside the product name. Foam surfaces are made to order and ship within 5 business days; powered surfaces and positioning cushions are typically 1–2 weeks while stock is on hand. If you need a firm date for a large or time-sensitive order, request a quote and we'll confirm availability against current inventory.

Question 14

What is the warranty?

Accepted Answer

Powered surfaces (Palm, OpalAir, OpalAir Turn): 1 year from purchase (pump and mattress), backed by 5 years of OEM parts availability and free remote troubleshooting. Foam surfaces (EverFoam, EverGel, Evolve): 1 year (cover and mattress). Positioning cushions: 1 year. Accessories (Elevate, EverMat): 1 year. Warranty covers manufacturer defects only — not accidents, misuse, unauthorized modifications, or normal wear. Full details: Warranty & Parts Guarantee.

Question 15

Who performs warranty repairs?

Accepted Answer

Warranty repairs are parts-based: we ship OEM replacement assemblies free of charge with exploded-view diagrams and walk your dealer's trained technician through the swap remotely. Assemblies are designed for field replacement. If a defect can't be resolved with parts, we'll repair or replace the unit at our option. (Pumps should only be opened by an authorized technician.)

Question 16

How do I make a warranty claim?

Accepted Answer

Email contact@evergreenmedicalproducts.com with the 10-digit serial number from the back of the pump, a description of the issue, and photos or a short video if you can. We verify coverage against our sales records by serial number, then troubleshoot with you remotely — a good share of alarm calls trace back to setup, hose connections, or filter maintenance and need no parts at all. If a part is needed, we identify the exact assembly from exploded-view diagrams and ship the OEM replacement free of charge for your dealer's trained technician to install, with our guidance. If a defect can't be resolved with parts, we'll repair or replace the unit at our option. On resident safety: if a unit shows a fault that could interrupt pressure redistribution — a grinding noise, repeated alarms, an unexplained shutdown — take it out of service for any at-risk resident immediately and follow your facility's protocol. Tell us it's safety-flagged and we'll prioritize parts identification and shipment, whether or not the unit is still under warranty.

Question 17

Are OEM replacement parts available?

Accepted Answer

Yes — OEM parts are guaranteed available for 5 years from original purchase, at current parts pricing once the warranty period ends. That covers pump assemblies, blower motors, air cells, filters, and batteries. Send us the 10-digit serial number and we'll send the relevant exploded-view diagram so you can identify the exact part, then quote it with both dealer cost and MSRP. We supply full assemblies rather than individual sub-components, because assemblies are designed to be swapped in the field by a trained technician.

Question 18

Can I buy a replacement pump without a new mattress?

Accepted Answer

Yes — pump assemblies are available as standalone purchases. Send us the 10-digit serial number of your existing unit so we quote the correct model; the pump and mattress have to be properly paired. If the mattress is also showing wear, tell us and we'll quote both so you can compare against a full replacement.

Question 19

Can you look up product details by serial number?

Accepted Answer

Yes. Every powered surface has a 10-digit serial number on the back of the pump. Email it to contact@evergreenmedicalproducts.com and we can confirm the model and size, the original purchase date and warranty status, and the correct OEM parts for that unit — including the exploded-view diagram for your technician. Serial numbers are how we verify coverage, so please include one with any warranty or parts request.

Question 20

Is battery replacement covered under warranty?

Accepted Answer

No — the internal battery is a wear item that depletes with normal use, not a manufacturing defect. Replacement batteries are available to purchase as an OEM part, and stay available throughout the 5-year parts period. Send us the serial number and we'll quote the correct battery for your model.

Question 21

My system is out of warranty — can you still help?

Accepted Answer

Yes, and this is the part of our support model we'd point you to first. Remote troubleshooting stays free throughout the 5-year parts period, and OEM parts remain guaranteed available for 5 years from original purchase at current parts pricing. The Service Manual and exploded-view drawings are available to authorized dealers and technicians on request. Email contact@evergreenmedicalproducts.com with the serial number and a description of the issue.

Question 22

Where can I find troubleshooting help for powered surfaces?

Accepted Answer

Start with the Quick Troubleshooting Guide — it's also linked from every powered surface product page. It covers alarms, low pressure, leaks, blower faults, and filter maintenance, and resolves most issues on a first read. If it doesn't, email contact@evergreenmedicalproducts.com with the serial number and a description of what you're seeing. One safety note: pumps should only ever be opened by an authorized technician — never care staff or family members.

Question 23

Can we trial a product before purchasing?

Accepted Answer

Yes. Request one at Book a Demo and we'll connect you with the authorized care provider in your region within 1–3 business days to arrange an in-person or virtual demonstration. Demo units are available for powered surfaces subject to availability, and we offer Adult/LTC and Pediatric demo kits for the NG positioning cushion line. Dealer demos run on a 30-day return window from the shipment date, and a demo unit can be converted to a purchase at any point — its warranty then starts from the purchase invoice date, not the original ship date.

Question 24

Can we purchase a demo unit?

Accepted Answer

Yes. A demo unit can be converted to a purchase at any point during the trial — just let us or your care provider know, and we'll invoice it at your regular pricing. The warranty starts from the purchase invoice date, not the original ship date. For the NG positioning cushion line, the Adult/LTC and Pediatric demo kits are also available to purchase; email contact@evergreenmedicalproducts.com for kit contents and pricing.

Question 25

Do you offer clinical in-services?

Accepted Answer

Yes — clinical education sessions delivered by our clinical educators, covering powered surface selection, foam surface selection, and positioning cushion application. Sessions are built for Directors of Care, OTs, PTs, and clinical teams in long-term care and hospital settings, and typically run 30–45 minutes with time for Q&A. There's no cost to attend. See Clinical Education for current topics.

Question 26

Are in-services virtual or in-person?

Accepted Answer

Both. Virtual sessions can be scheduled year-round and work well for teams split across sites. In-person sessions run when our clinical team is travelling in your region, on a rotating national schedule — tell us your province and we'll confirm what's coming up. If you have a date in mind, send it and we'll tell you which format we can support.

Question 27

Do you offer Continuing Education Units (CEUs)?

Accepted Answer

Select sessions are eligible for continuing education credit. Email contact@evergreenmedicalproducts.com and we'll confirm current topics and upcoming dates for your discipline.

Question 28

How do I book an in-service?

Accepted Answer

Email contact@evergreenmedicalproducts.com, or use the request form at Clinical Education. Include 2–3 preferred dates and times, your approximate audience size, and any specific topics you want covered. Our clinical educators work in Eastern Time and our operations team is in Pacific Time, so please suggest windows that work across both. We'll confirm the date and send a calendar invite with the video link.

Question 29

How do I become an Evergreen dealer?

Accepted Answer

Email contact@evergreenmedicalproducts.com and we'll set up a short introductory call to understand your business, the regions you serve, and the lines you carry. To open an account we need three things: a signed Dealer Purchasing Agreement, a Certificate of Insurance naming Evergreen Medical Products Ltd. as Additional Named Insured, and a completed credit application. Once those are in place we confirm your pricing tier and send your price lists for surfaces and positioning cushions.

Question 30

What certifications do your products carry?

Accepted Answer

Certifications vary by product line. Evergreen Medical Products Ltd. holds a Health Canada Medical Device Establishment Licence (MDEL). Powered surfaces are tested to CSA / IEC 60601-1 medical electrical safety, with cover fabrics tested to CAL 117 flammability. Foam surfaces are manufactured in Canada under an ISO 9001:2015 quality system, using CertiPUR-US certified foam, with CAL 117 fabric testing. Positioning cushion Dartex covers are tested to ISO 22196 for antibacterial performance. Per-product certification details are listed under Specifications on each product page, and certificates are available to dealers and procurement teams on request.

Question 31

What is the best way to reach Evergreen?

Accepted Answer

Email contact@evergreenmedicalproducts.com for orders, quotes, parts, warranty, and general inquiries. This inbox is monitored daily.

Question 32

Is there a phone number I can call?

Accepted Answer

The fastest way to reach us is by email at contact@evergreenmedicalproducts.com — it's monitored daily and lets us route your question straight to the right person, with the serial number or PO attached. If you'd prefer a call, say so in your email with a number and a good time, and a member of our team will phone you back, usually within 1–3 business days.

Question 33

Where are you located?

Accepted Answer

British Columbia, Canada. We ship across Canada from our BC warehouse.

Frequently Asked Questions

Ordering

Pricing

Shipping & Lead Times

Product Sizes & Availability

Warranty & Parts

Demos & Trials

Clinical Education & In-Services

Becoming a Dealer

Compliance

Contact

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