FAQs
Do you have questions about an order or shopping with SIGVARIS?
In the help section below, you can quickly and easily find answers to your most important questions. If you still can’t find what you’re looking for, no problem — we’ll be happy to help you by phone or email.
1. Customer Account & Products
1.1 Do I need to create a customer account to place an order?
No, you can choose to place your order as a guest or with a customer account.
1.2 What type of customer account is used?
After logging in, you will receive a one-time verification code by email. A password is no longer required.
1.3 Are there any additional obligations or costs when registering for a customer account?
No, using a customer account is free of charge and does not involve any obligations.
1.4 When is a contract concluded?
- The product presentation in the online shop does not constitute a binding offer, but rather a non-binding invitation to place an order.
- By clicking the “Buy” button, you submit a binding offer to purchase the selected products.
- Immediately after placing your order, you will receive an automated order confirmation by email. This confirmation only acknowledges that we have received your order and does not yet constitute acceptance of your offer.
- The purchase contract is concluded only once we expressly accept your order or ship the products to you.
1.5 Are there any products that cannot be purchased online?
Yes, our online shop includes both products that can be purchased online and products that cannot be purchased online. Products that are not available for online purchase are available exclusively through retailers, as personal sizing advice is required before purchase.
You can use our Dealer Locator to find a retailer near you. Please note that retailers can order any of our products individually for you.
2. Order & Contract Conclusion
2.1 How does the ordering process work?
Place the items you would like to purchase in your cart and follow the checkout process. You will then receive an order confirmation by email.
2.2 Can I change or cancel my order after placing it?
Unfortunately, orders cannot be changed or cancelled once they have been placed.
3. Payment & Gift Cards
3.1 Which payment methods are available?
You can pay for your order conveniently by credit card, PayPal, Apple Pay, or Google Pay. Please note that the available payment methods may vary. We reserve the right to offer selected payment methods only.
3.2 When will the amount be charged?
The amount will be charged to the selected payment method when you complete your purchase.
3.3 Are there any restrictions?
The online shop is intended exclusively for customers with a delivery address in Canada. The available payment methods therefore apply only to this market.
3.4 Can discount codes be redeemed?
Yes, if you have a valid discount code, you can enter it during checkout.
3.5 Do you offer gift cards or store credit?
Not at this time, but this may be offered in the future.
3.6 Are there any promotions or discounts?
Promotions and discounts may be offered, but none are currently planned. Sign up to our newsletter to be notified of any sales or promotions.
3.7 Do you accept prescriptions?
Unfortunately, we cannot accept or fulfill prescriptions directly. Our medical products are available exclusively through our retail partners. Please visit a retailer near you, who can assist you and order the appropriate SIGVARIS product on your behalf.
4. Shipping & Delivery
4.1 Where do you ship?
We currently ship exclusively to addresses within Canada. If you would like to order from another country, please use the country selector in the shop. If available, you will be redirected automatically to the corresponding country shop. SIGVARIS currently operates online shops in the following countries: USA, Canada, Brazil, Australia, Switzerland, Germany, and France.
4.2 Which shipping carrier do you use?
Shipping is handled by our logistics partner, FedEx and Canada Post. If your address is a Post Office box, or in a remote area, your order will be delivered by Canada Post.
4.3 What are the shipping costs?
For orders under CAD $100, we charge a flat shipping fee of CAD $10.
Shipping is free on orders of CAD $100 or more.
4.4 How long does delivery take?
Delivery usually takes 2–4 business days. Delivery times may be longer on or around public holidays.
4.5 Do you offer express shipping or preferred delivery dates?
We currently do not offer express shipping or preferred delivery dates. You may be able to manage your delivery through the carrier’s delivery options once your order has shipped.
4.6 Will I receive a shipping confirmation?
Yes. Once your order has shipped, you will receive a shipping confirmation by email.
4.7 What happens if I am not home when my order is delivered?
In this case, the carrier’s delivery terms apply. Depending on the carrier, this may include another delivery attempt or delivery to a nearby pickup location.
5. Cancellation & Returns
5.1 How long do I have to return items?
We offer 30-day return policy from the date we ship your order. Within this period, you can return eligible items, once approved by the Customer Care Team.
5.2 What are the requirements for returns?
To help us process your return smoothly, please take care to keep the product clean, undamaged, and in new, resellable condition.
Products should be returned in their original packaging, including the original plastic bag and box, as well as any labels, seals, and packaging components that were included with the product. Please use appropriate protective packaging when shipping your return to help prevent damage during transport.
We understand that you may need to briefly inspect the product after receiving it. However, to be eligible for a return, the product must remain in new and resellable condition and must not have been worn, cut, sewn, disassembled, altered, soiled, or damaged.
Please note that products showing signs of use, damage, alteration, contamination, or missing or damaged original packaging may not be eligible for a full refund. Depending on the condition of the returned product, the refund may be reduced or, in some cases, the return may not be accepted.
If you are unsure whether your item is eligible for return, our Customer Care team will be happy to assist you (email us at support.ca@sigvaris.com).
5.3 How do I cancel my order or start a return?
Unfortunately orders cannot be cancelled once submitted. For Returns, Refunds or Replacements, sign into your account, click on the return form and follow the instructions. For more details refer to our Policy.
To use our voluntary return policy and receive a free return label, please log in to your customer account and start the return in the Returns section. The appropriate return label will be provided there.
5.4 Who pays the return shipping costs?
For returns, customers are responsible for the return shipping costs.
If you received a defective or incorrect product, SIGVARIS will cover the return shipping costs. In this case, please fill in the return form.
5.5 When will I receive my refund?
The refund will be issued to the original payment method no later than 14 days after the return has been received at our warehouse. In most cases, refunds are processed much faster.
5.6 Can I return only part of my order?
Yes, of course. You can return individual items from your order.
5.7 Are there any exclusions from returns?
As described in section 5.2, worn, damaged, or hygiene-sensitive products may be excluded from returns or only partially refunded. Please handle the products with care and avoid excessive use during the return period.
5.8 Which shipping carrier should I use for returns?
Returns can be shipped back by the carier of your choice. Customers must ensure however, that the merchandise is shipped back in a manner that the items will not be damaged.
6. Product Issues & Warranty
6.1 What should I do if there is a product issue or warranty claim?
If you receive damaged or defective merchandise please refer to our refund policy to know how to proceed and contact our Customer Service Team at support.ca@sigvaris.com.
6.2 What does your warranty cover?
You can count on consistent support:
Sigvaris guarantees the compression in our garments for 6 months of everyday wear. We also recommend using your product within 5 years of its original production date.
7. Customer Account & Privacy
7.1 Do I need to create a customer account to place an order?
No, you can also place your order conveniently as a guest. A customer account is not required.
7.2 What are the benefits of having a customer account?
A customer account allows you to conveniently track your orders and returns, download invoices, and manage your address details. You can also reorder previous purchases more quickly.
7.3 How does the login process work?
We use the new Sigvaris customer account experience. You do not need a permanent password. Instead, each time you log in, you will receive a one-time login code by email — secure, fast, and convenient.
7.4 How can I view, change, or delete my personal data?
You can manage your data directly in your customer account. If you would like your data to be deleted, please email our Customer Service team at support.ca@sigvaris.com.
7.5 How can I object to the use of my data for marketing purposes?
Please send your objection by email to support.ca@sigvaris.com. We will take care of your request promptly.
7.6 Where can I find the Privacy Policy?
You can find our full Privacy Policy at the following link: Privacy Policy
8. Product Information & Availability
8.1 Do you offer a size guide?
Yes, on each product detail page you will find a link to our size charts. These will help you find the right size for your product.
If an item still does not fit, you can return it within 30 days in accordance with our return policy.
8.2 What happens if a product is not available?
If an item is currently out of stock, the expected delivery date will be displayed on each relevant product page.
8.3 Are there any products that cannot be purchased online?
Yes, some medical products (with a compression of 20-30+ mmHg) require individual sizing by a trained professional and are therefore available exclusively through authorized retailers (find a retailer with our online tool).
These products are clearly marked in the online shop and do not display a price. Accessories and many other products, however, can be conveniently ordered online.
8.4 Is there a way for me to provide feedback?
Yes! We’d love to hear from you. Simply complete our survey by scanning the QR code found on our boxes. By completing the survey, you’ll also be entered into our monthly drawing for a chance to win a free pair of socks!
9. Discount Codes & Promotions
9.1 How and where can I redeem a discount code?
You can easily enter your discount code, if applicable, at the end of your order. The discount will then be automatically deducted from the total amount.
9.2 Does the shop offer gift cards for purchase?
We currently do not offer gift cards for purchase.
9.3 Can multiple discount codes be used at the same time?
Please note that only one discount code can be redeemed per order.
9.4 Are there currently any promotions or sales?
From time to time, we offer promotions or special deals. Please subscribe to our newsletter or visit our shop regularly so you don’t miss any offers.
9.5 What happens to my discount if I return an item?
If an item is returned for which a discount code was used, the refund will be based only on the amount actually paid, meaning after the discount has been deducted.
10. Contact & Customer Service
10.1 How can I contact Customer Service?
Our Customer Service team can be reached by phone at 514 336-2362 or 1 800 363-4999, or by email at support.ca@sigvaris.com.
Our Customer Service team is available Monday through Friday, from 8:00 a.m. to 6:00 p.m EST.
10.2 When is Customer Service available?
You can reach us Monday to Thursday from 8:00 AM–12:00 PM and 1:00 PM–5:00 PM.
10.3 When can I expect a response?
We will do our best to process your request as quickly as possible. In most cases, you can expect a response within 48 hours.
10.4 Is there a Help or FAQ section?
Yes, in our FAQ section you will find answers to frequently asked questions about orders, delivery, returns, and more.
10.5 Is there a live chat?
Live chat is currently not available. For any questions or concerns, please contact us by email or phone.
11. Technical Questions & Website
11.1 What can I do if the website is not displaying
Please try refreshing the page or opening the website in another browser. You can also clear your browser cache and make sure you are using the latest version of your browser.
If the issue continues, please contact our Customer Service team and include a short description of the problem, the device and browser you are using, and, if possible, a screenshot of the error. This will help us resolve the issue as quickly as possible.
11.2 Does the website work on mobile devices?
Yes, our website is optimized for mobile devices, including smartphones and tablets, and offers a user-friendly browsing experience on all screen sizes.
11.3 Are cookies used?
Yes, we use cookies to improve the user experience and enable certain website functions. For more information, please see our Cookie Policy.
11.4 Can maintenance work occur?
In exceptional cases, short-term maintenance may occur. We do our best to schedule maintenance outside of peak usage times whenever possible. If the website is temporarily unavailable, we appreciate your understanding.
12. Security & Privacy
12.1 How is my personal data protected?
Your data is processed in accordance with applicable privacy laws. We use technical and organizational measures to protect your data against loss, manipulation, and unauthorized access. Data transmission is encrypted using SSL.
12.2 Where can I find the Privacy Policy?
You can find our full Privacy Policy at the following link. There you will find all information about how your data is processed, your rights, and how to contact our Data Protection Officer.
12.3 Is my data shared with third parties?
Data is shared only as part of order processing, for example with shipping carriers or payment providers, and only when necessary to fulfil the contract.
Your data will not be used for any other purpose without your explicit consent.
12.4 How can I view, change, or request deletion of my data?
You have the right to access, correct, and request deletion of the personal data we have stored about you. To do so, please contact our Customer Service team at support.ca@sigvaris.com
12.5 How secure is my payment data?
Payments are processed exclusively through certified payment service providers. Your payment data is not stored by us, but is processed directly and securely by the provider.