FAQ
Frequently Asked Questions
Frequently Asked Questions
Frequently Asked Questions
Find straightforward answers about our devices, ordering process, shipping, education, warranty, and post-purchase support.
Need a Quick Answer?
Ask Claire, our AI Support Agent, about devices, training, shipping, warranty & more.
Click the chat icon in the bottom-right corner to start.
Claire is an AI support agent and may make mistakes. She provides general information only, not medical, legal, regulatory or individualized treatment advice. Do not share sensitive information. Confirm product, pricing, licensing, warranty and purchase details with True North.
Need a Quick Answer?
Ask Claire, our AI Support Agent, about devices, training, shipping, warranty & more.
Click the chat icon in the bottom-right corner to start.
Claire is an AI support agent and may make mistakes. She provides general information only, not medical, legal, regulatory or individualized treatment advice. Do not share sensitive information. Confirm product, pricing, licensing, warranty and purchase details with True North.
Need a Quick Answer?
Ask Claire, our AI Support Agent, about devices, training, shipping, warranty & more.
Click the chat icon in the bottom-right corner to start.
Claire is an AI support agent and may make mistakes. She provides general information only, not medical, legal, regulatory or individualized treatment advice. Do not share sensitive information. Confirm product, pricing, licensing, warranty and purchase details with True North.
Ordering & Purchasing
Ordering & Purchasing
Ordering & Purchasing
Shipping & Delivery
Shipping & Delivery
Shipping & Delivery
Education & Training
Education & Training
Education & Training
Warranty & Support
Warranty & Support
Warranty & Support
Devices & Compliance
Devices & Compliance
Devices & Compliance
Before you Buy
Before you Buy
Before you Buy
Shipping & Delivery
Shipping & Delivery
Shipping & Delivery
Do you ship across Canada?
True North currently ships to businesses in Canada outside Quebec. Delivery options depend on the device, destination, shipment size and site access.
Do you ship across Canada?
True North currently ships to businesses in Canada outside Quebec. Delivery options depend on the device, destination, shipment size and site access.
Do you ship across Canada?
Yes. True North Aesthetic Supply ships to clinics and professionals across Canada. Delivery options may vary depending on the device, destination, and shipment size.
Is Shipping Included?
Standard shipping to the delivery location identified in the written quote is included unless the quote states otherwise. Site preparation, installation, off-loading assistance, stair carry, restricted-access delivery, storage, redelivery and other special services are not included unless specifically listed.
Is Shipping Included?
Standard shipping to the delivery location identified in the written quote is included unless the quote states otherwise. Site preparation, installation, off-loading assistance, stair carry, restricted-access delivery, storage, redelivery and other special services are not included unless specifically listed.
How Long Does Delivery Take?
Most equipment is ordered for the purchaser. Estimated delivery is generally two to eight weeks, depending on the device, configuration, manufacturer schedule, shipping method, customs clearance and destination. Delivery dates are estimates unless True North expressly guarantees a date in the signed Equipment Purchase Agreement.
How Long Does Delivery Take?
Most equipment is ordered for the purchaser. Estimated delivery is generally two to eight weeks, depending on the device, configuration, manufacturer schedule, shipping method, customs clearance and destination. Delivery dates are estimates unless True North expressly guarantees a date in the signed Equipment Purchase Agreement.
Are Customs and Import Charges Included?
Ordinary customs, brokerage and import charges known to True North are included in the finalized price unless the written quote states otherwise. Applicable taxes and customer-caused delivery charges are additional.
Are Customs and Import Charges Included?
Ordinary customs, brokerage and import charges known to True North are included in the finalized price unless the written quote states otherwise. Applicable taxes and customer-caused delivery charges are additional.
What If My Shipment Arrives Damaged?
Inspect the packaging before signing the carrier’s delivery record. Note visible damage on the carrier documentation whenever reasonably possible, take photographs or video, keep all packaging and contact True North immediately. The Equipment Purchase Agreement identifies the deadline for reporting damage, missing items or an incorrect configuration.
What If My Shipment Arrives Damaged?
Inspect the packaging before signing the carrier’s delivery record. Note visible damage on the carrier documentation whenever reasonably possible, take photographs or video, keep all packaging and contact True North immediately. The Equipment Purchase Agreement identifies the deadline for reporting damage, missing items or an incorrect configuration.
Education & Training
Education & Training
Education & Training
Is education included with my device purchase?
Yes. Education is included with every device purchase. The education format depends on the technology and may include online theory, live virtual instruction or in-clinic practical education. The format and any applicable participant limits are confirmed in your written quote and Equipment Purchase Agreement.
Is education included with my device purchase?
Yes. Education is included with every device purchase. The education format depends on the technology and may include online theory, live virtual instruction or in-clinic practical education. The format and any applicable participant limits are confirmed in your written quote and Equipment Purchase Agreement.
What type of training is included?
Education is matched to the technology purchased. Depending on the system, it may include online theory, live virtual instruction or in-clinic practical education using the purchased device. The specific format is confirmed before purchase.
What type of training is included?
Education is matched to the technology purchased. Depending on the system, it may include online theory, live virtual instruction or in-clinic practical education using the purchased device. The specific format is confirmed before purchase.
How does laser training work?
Laser education generally includes theory followed by practical instruction appropriate to the purchased technology. The format may be live virtual instruction or in-clinic practical education depending on the system. Your written quote and Equipment Purchase Agreement confirm the education included with your purchase.
How does laser training work?
Laser education generally includes theory followed by practical instruction appropriate to the purchased technology. The format may be live virtual instruction or in-clinic practical education depending on the system. Your written quote and Equipment Purchase Agreement confirm the education included with your purchase.
Is practical training included?
Practical education is included where applicable to the purchased technology. It may be provided through live virtual instruction or in-clinic practical education depending on the device and education program.
Is practical training included?
Practical education is included where applicable to the purchased technology. It may be provided through live virtual instruction or in-clinic practical education depending on the device and education program.
Is the training online or in person?
Education is provided through qualified educators or training partners familiar with the applicable technology and device.
Is the training online or in person?
Education is provided through qualified educators or training partners familiar with the applicable technology and device.
Who provides the training?
Training is led by Taylor Lloyd, True North’s Education & Training Ambassador, or by an approved training partner when appropriate for the specific technology. Taylor is a licensed medical aesthetician, clinic owner and experienced laser educator with extensive training across laser and energy-based technologies.
Who provides the training?
Training is led by Taylor Lloyd, True North’s Education & Training Ambassador, or by an approved training partner when appropriate for the specific technology. Taylor is a licensed medical aesthetician, clinic owner and experienced laser educator with extensive training across laser and energy-based technologies.
Do I receive a certificate after training?
A certificate of completion is provided after completion of the applicable True North education program. It confirms completion of that program and does not grant a professional licence or designation, expand scope of practice, guarantee competency or replace requirements imposed by a province, territory, municipality, public-health authority, insurer or professional regulator. Purchasers and operators are responsible for confirming the requirements that apply to them.
Do I receive a certificate after training?
A certificate of completion is provided after completion of the applicable True North education program. It confirms completion of that program and does not grant a professional licence or designation, expand scope of practice, guarantee competency or replace requirements imposed by a province, territory, municipality, public-health authority, insurer or professional regulator. Purchasers and operators are responsible for confirming the requirements that apply to them.
Can my staff complete the training too?
Additional staff education may be available depending on the device and education program. The number of participants included and any additional fees are confirmed in the written quote and Equipment Purchase Agreement.
Can my staff complete the training too?
Additional staff education may be available depending on the device and education program. The number of participants included and any additional fees are confirmed in the written quote and Equipment Purchase Agreement.
When does training take place?
Training is coordinated around your device purchase and delivery. Online theory may be completed before your device arrives, with practical training scheduled once the appropriate equipment is available.
When does training take place?
Training is coordinated around your device purchase and delivery. Online theory may be completed before your device arrives, with practical training scheduled once the appropriate equipment is available.
Do I need previous experience to complete the training?
Previous experience is not necessarily required to complete the applicable True North education program. Operator requirements may vary depending on the technology, service, location, professional role, insurer and other applicable requirements. Purchasers and operators are responsible for confirming the requirements that apply to them.
Do I need previous experience to complete the training?
Previous experience is not necessarily required to complete the applicable True North education program. Operator requirements may vary depending on the technology, service, location, professional role, insurer and other applicable requirements. Purchasers and operators are responsible for confirming the requirements that apply to them.
What if I need help after training is complete?
Training does not end your relationship with True North. Post-purchase support is available for device-related questions, troubleshooting and coordination with the manufacturer or applicable support partners.
What if I need help after training is complete?
Training does not end your relationship with True North. Post-purchase support is available for device-related questions, troubleshooting and coordination with the manufacturer or applicable support partners.
Ordering & Purchasing
Ordering & Purchasing
Ordering & Purchasing
How Do I Purchase Equipment?
Once you’re ready to proceed, True North will provide your Equipment Purchase Agreement and payment instructions. Equipment orders are placed once the agreement is completed and payment requirements have been met.
How Do I Purchase Equipment?
Once you’re ready to proceed, True North will provide your Equipment Purchase Agreement and payment instructions. Equipment orders are placed once the agreement is completed and payment requirements have been met.
When is final payment due?
The remaining balance is due before True North places your equipment order with the manufacturer. Once full payment has been received, your order will move forward into fulfillment.
When is final payment due?
The remaining balance is due before True North places your equipment order with the manufacturer. Once full payment has been received, your order will move forward into fulfillment.
Do You Offer Financing?
Yes. Financing is available through our third-party financing partner, Mehmi Group, for eligible equipment purchases. Financing is subject to approval, and rates, terms and conditions are determined by the financing provider.
Do You Offer Financing?
Yes. Financing is available through our third-party financing partner, Mehmi Group, for eligible equipment purchases. Financing is subject to approval, and rates, terms and conditions are determined by the financing provider.
When Is Payment Due?
For direct purchases, payment in full is required before your equipment order is placed. For financed purchases, your order will be placed once the applicable financing and payment requirements have been completed.
When Is Payment Due?
For direct purchases, payment in full is required before your equipment order is placed. For financed purchases, your order will be placed once the applicable financing and payment requirements have been completed.
Can I Change My Order?
Contact True North immediately. A change is not effective unless True North confirms it in writing. Changes may affect price, availability and delivery time. Once the manufacturer order or production has started, changes may not be possible.
Can I Change My Order?
Contact True North immediately. A change is not effective unless True North confirms it in writing. Changes may affect price, availability and delivery time. Once the manufacturer order or production has started, changes may not be possible.
What Happens After I Complete My Purchase?
Once your Equipment Purchase Agreement and payment requirements are complete, True North will place your equipment order. We’ll keep you informed throughout the process and coordinate shipping, delivery and your included training.
What Happens After I Complete My Purchase?
Once your Equipment Purchase Agreement and payment requirements are complete, True North will place your equipment order. We’ll keep you informed throughout the process and coordinate shipping, delivery and your included training.
Can I Cancel My Order?
Cancellation options depend on the stage of your order. Once equipment has been ordered from the manufacturer, cancellation or refund options may be limited. Your applicable terms will be clearly outlined in your Equipment Purchase Agreement before you authorize the purchase.
Can I Cancel My Order?
Cancellation options depend on the stage of your order. Once equipment has been ordered from the manufacturer, cancellation or refund options may be limited. Your applicable terms will be clearly outlined in your Equipment Purchase Agreement before you authorize the purchase.
Can I Change My Order?
Contact True North as soon as possible if you need to make a change. Changes may be possible before the manufacturer order is placed. Once an order has entered production or been placed with the manufacturer, changes may be limited or result in additional costs.
Can I Change My Order?
Contact True North as soon as possible if you need to make a change. Changes may be possible before the manufacturer order is placed. Once an order has entered production or been placed with the manufacturer, changes may be limited or result in additional costs.
When Does My Order Become Binding?
Your order becomes binding according to the terms of your signed Equipment Purchase Agreement. You’ll have an opportunity to review the agreement before authorizing your purchase.
When Does My Order Become Binding?
Your order becomes binding according to the terms of your signed Equipment Purchase Agreement. You’ll have an opportunity to review the agreement before authorizing your purchase.
Are Taxes Included?
Applicable sales taxes are calculated based on the transaction and purchaser’s location and will be shown before payment.
Are Taxes Included?
Applicable sales taxes are calculated based on the transaction and purchaser’s location and will be shown before payment.
Warranty & Support
Warranty & Support
Warranty & Support
What Warranty Is Included?
Laser and light systems include a two-year manufacturer warranty on the device and a one-year manufacturer warranty on the handpiece, handle or treatment head, subject to the written warranty terms and exclusions provided with the purchase. Coverage for microneedling and other non-laser products is confirmed in the written quote and Equipment Purchase Agreement.
What Warranty Is Included?
Laser and light systems include a two-year manufacturer warranty on the device and a one-year manufacturer warranty on the handpiece, handle or treatment head, subject to the written warranty terms and exclusions provided with the purchase. Coverage for microneedling and other non-laser products is confirmed in the written quote and Equipment Purchase Agreement.
What does the warranty cover?
Coverage, exclusions and available remedies are set out in the device-specific warranty provided before purchase. Coverage may be affected by misuse, unauthorized repair or modification, incompatible accessories or consumables, improper maintenance, unsuitable electrical supply, accidental damage or failure to follow the manufacturer’s instructions.
What does the warranty cover?
Coverage, exclusions and available remedies are set out in the device-specific warranty provided before purchase. Coverage may be affected by misuse, unauthorized repair or modification, incompatible accessories or consumables, improper maintenance, unsuitable electrical supply, accidental damage or failure to follow the manufacturer’s instructions.
What happens if my device has a problem?
Contact True North first. We collect the relevant information, assist with initial troubleshooting and coordinate with the manufacturer or service provider when required.
What happens if my device has a problem?
Contact True North first. We collect the relevant information, assist with initial troubleshooting and coordinate with the manufacturer or service provider when required.
Does the Warranty Cover Business Interruption?
Unless the Equipment Purchase Agreement states otherwise, the warranty does not include a loaner device or reimbursement for downtime, cancelled appointments, lost revenue, lost profit or other business interruption.
Does the Warranty Cover Business Interruption?
Unless the Equipment Purchase Agreement states otherwise, the warranty does not include a loaner device or reimbursement for downtime, cancelled appointments, lost revenue, lost profit or other business interruption.
What payment methods do you accept?
We accept electronic bank transfers, wire transfers and Interac e-Transfers where transaction limits allow. Bank drafts may also be accepted. Full payment instructions will be provided securely with your invoice.
What payment methods do you accept?
We accept electronic bank transfers, wire transfers and Interac e-Transfers where transaction limits allow. Bank drafts may also be accepted. Full payment instructions will be provided securely with your invoice.
What happens if the issue is not covered by warranty?
We’ll help determine the available repair, replacement-part or service options and provide any applicable costs before proceeding.
What happens if the issue is not covered by warranty?
We’ll help determine the available repair, replacement-part or service options and provide any applicable costs before proceeding.
Who do I contact for warranty or support?
Contact True North directly. We’ll act as your point of contact and help coordinate the appropriate support process.
Who do I contact for warranty or support?
Contact True North directly. We’ll act as your point of contact and help coordinate the appropriate support process.
Devices & Compliance
Devices & Compliance
Devices & Compliance
Are Your Devices Licensed for Sale in Canada?
Before True North accepts an order, we verify the licensing requirements applicable to the exact device, manufacturer, model and configuration. Applicable Health Canada licence information is available before purchase.
Are Your Devices Licensed for Sale in Canada?
Before True North accepts an order, we verify the licensing requirements applicable to the exact device, manufacturer, model and configuration. Applicable Health Canada licence information is available before purchase.
How do you verify a device before selling it?
We review the exact device model and configuration against the applicable Health Canada licensing information and supplier documentation before it is offered for sale.
How do you verify a device before selling it?
We review the exact device model and configuration against the applicable Health Canada licensing information and supplier documentation before it is offered for sale.
Can I Review the Licence Information?
Yes. We can provide the manufacturer name, licensed device name and applicable Health Canada licence information for the exact system offered.
Can I Review the Licence Information?
Yes. We can provide the manufacturer name, licensed device name and applicable Health Canada licence information for the exact system offered.
Can True North Tell Me Whether I Am Allowed to Operate a Device?
We can explain the equipment and included education, but we cannot determine your legal scope of practice or insurance eligibility. Requirements differ by location, service and professional role. Purchasers and operators must confirm the requirements that apply to them.
Can True North Tell Me Whether I Am Allowed to Operate a Device?
We can explain the equipment and included education, but we cannot determine your legal scope of practice or insurance eligibility. Requirements differ by location, service and professional role. Purchasers and operators must confirm the requirements that apply to them.
Before you Buy
Before you Buy
Before you Buy
How do I know which device is right for my clinic?
Tell us about the services you want to offer, your client base, current services and business goals. We’ll help you compare suitable options and understand the relevant differences between available technologies.
How do I know which device is right for my clinic?
Tell us about the services you want to offer, your client base, current services and business goals. We’ll help you compare suitable options and understand the relevant differences between available technologies.
Can you help me compare different devices?
Yes. We can compare available technologies, treatment capabilities, specifications, included accessories, education and other relevant differences so you can make an informed decision.
Can you help me compare different devices?
Yes. We can compare available technologies, treatment capabilities, specifications, included accessories, education and other relevant differences so you can make an informed decision.
Can I speak with someone before requesting a quote?
Yes. If you’re still exploring your options, contact us and we can discuss the services you want to offer, your business needs and suitable equipment options before you decide which device to request a quote for.
Can I speak with someone before requesting a quote?
Yes. If you’re still exploring your options, contact us and we can discuss the services you want to offer, your business needs and suitable equipment options before you decide which device to request a quote for.
Can you help me choose between different technologies?
Yes. If you’re comparing technologies such as IPL/SHR, diode laser, fractional CO₂, Q-switched, picosecond or microneedling systems, we can explain their intended applications, specifications and relevant differences to help you compare suitable options.
Can you help me choose between different technologies?
Yes. If you’re comparing technologies such as IPL/SHR, diode laser, fractional CO₂, Q-switched, picosecond or microneedling systems, we can explain their intended applications, specifications and relevant differences to help you compare suitable options.
What should I consider before purchasing a device?
Consider the services you want to offer, client demand, education requirements, available space, electrical requirements, ongoing operating costs and how the device fits into your existing services.
What should I consider before purchasing a device?
Consider the services you want to offer, client demand, education requirements, available space, electrical requirements, ongoing operating costs and how the device fits into your existing services.
Can you confirm whether a device will work in my treatment space?
We can provide and review available device dimensions, electrical specifications and installation or site requirements before you order. Purchasers are responsible for ensuring their premises meet applicable building, electrical, public-health and other requirements.
Can you confirm whether a device will work in my treatment space?
We can provide and review available device dimensions, electrical specifications and installation or site requirements before you order. Purchasers are responsible for ensuring their premises meet applicable building, electrical, public-health and other requirements.
Can I see the technical specifications before purchasing?
Yes. Available technical specifications and device documentation can be reviewed before you finalize your purchase.
Can I see the technical specifications before purchasing?
Yes. Available technical specifications and device documentation can be reviewed before you finalize your purchase.
Are all accessories included with the device?
Included accessories vary by device. Your quote will clearly identify what is included and any optional accessories available.
Are all accessories included with the device?
Included accessories vary by device. Your quote will clearly identify what is included and any optional accessories available.
Can you help me understand what treatments I can offer with a device?
Yes. We can review the device’s intended treatment applications and included technologies so you understand what the system is designed to do before purchasing.
Can you help me understand what treatments I can offer with a device?
Yes. We can review the device’s intended treatment applications and included technologies so you understand what the system is designed to do before purchasing.
Do I need to have my clinic fully set up before ordering?
Not necessarily. If you’re opening or expanding a clinic, we can help identify relevant device, education and setup considerations while you prepare for delivery. Purchasers remain responsible for confirming the requirements that apply to their premises, services and operators.
Do I need to have my clinic fully set up before ordering?
Not necessarily. If you’re opening or expanding a clinic, we can help identify relevant device, education and setup considerations while you prepare for delivery. Purchasers remain responsible for confirming the requirements that apply to their premises, services and operators.