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Surgo Surgical Supply
Frequently Asked Questions
π¨π¦ Canada's Trusted Medical Supply Partner Since 1968
π₯ About Surgo Surgical Supply
Who is Surgo Surgical Supply? οΌ
Surgo Surgical Supply is a Canadian-owned medical supply distributor established in 1968, with over 55 years of experience serving the Canadian healthcare system. We supply medical consumables, equipment, and specialty products to hospitals, clinics, long-term care facilities, schools, and healthcare professionals across Canada.
π¨π¦ Canadian-owned and operated π₯ Health Canada MDEL licensed β A+ BBB rating π
Serving Canada since 1968
Is Surgo a Canadian company? οΌ
Yes — 100% Canadian-owned and operated. Surgo is headquartered in Newmarket, Ontario. Our team, operations, and customer service are all based in Canada. We have been proudly serving Canadian healthcare customers since 1968 and carry a dedicated category of Canadian-made products on our website.
What types of customers does Surgo serve? οΌ
Surgo serves a broad range of healthcare and professional customers across Canada:
π₯ Hospitals & health authorities π‘ Long-term care & retirement facilities π©Ί Walk-in clinics & family health teams π¦· Dental, optometry & allied health πΎ Veterinary clinics π Educational institutions & school boards π First responders & public safety π©βοΈ Individual healthcare professionals
Is Surgo accredited or certified? οΌ
Yes. Surgo holds a Medical Device Establishment License (MDEL) issued by Health Canada, authorizing us to distribute medical devices across Canada. We also hold an A+ rating with the Better Business Bureau and maintain an extensive record of Google reviews reflecting our service commitment.
Where is Surgo located? οΌ
Surgo Surgical Supply is headquartered at 1-205 Pony Drive, Newmarket, Ontario, L3Y 7B5. We ship to all provinces and territories in Canada from our Newmarket facility.
How long has Surgo been in business? οΌ
Surgo was founded in the late 1960s and has been continuously operating for over 55 years as a Canadian medical supply distributor. We have shipped millions of medical products across Canada and have been a trusted supplier to generations of Canadian healthcare professionals.
π¦ Placing Orders
How can I place an order with Surgo? οΌ
Surgo accepts orders through multiple channels — choose whichever fits your workflow:
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Online: www.surgo.com — available 24/7
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Phone: 1-800-263-7402 — Monday–Friday, 9:00 AM–5:00 PM EST
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Email: sales@surgo.com — orders before 2:00 PM EST typically ship same day
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Fax: 1-800-663-0395 · EDI: supported for institutional buyers
How quickly will my order ship? οΌ
Most orders ship the same day. Here's how it works:
2 PM EST
Order before this → ships same day
2 hours
Emergency orders processed within
Same day
GTA courier available
Free delivery in Ontario on orders over $100. Low flat-rate freight for all other locations.
Can I track my order after it ships? οΌ
Yes — three automatic email notifications for every order.
1 Order confirmation immediately after placing your order (highlights any backordered items)
2 Shipment notification with carrier tracking link when your order ships
3 Delivery confirmation once your order arrives
Carriers: Canada Post, Purolator, and FedEx.
Does Surgo ship to all provinces and territories in Canada? οΌ
Yes — nationwide, including remote communities. Surgo delivers to every province and territory in Canada. We handle everything from single-piece shipments to pallet and truckload deliveries, and can coordinate special requirements including specific deadlines, inside deliveries, and heated service.
What payment methods does Surgo accept? οΌ
Net 30 (approved accounts) Credit card (online or phone) Credit card on invoice EFT Telephone banking (BMO, Scotiabank, CIBC, TD, RBC) Cheque
Is there a minimum order requirement? οΌ
There is no minimum order requirement for urgent medical needs — our customer service representatives are authorized to waive minimums when required. Standard orders may have minimum quantities on specific products, which are clearly noted on each product listing on our website.
Can I place an order without an account? οΌ
Yes — no account required to order. You can place orders by phone or email without an account and your order will be processed the same day. Creating a free account gives you access to professional pricing, order history, quick-order lists, and a dedicated account manager. Account creation is instant — no credit check required.
Does Surgo offer a lowest price guarantee? οΌ
Yes — Surgo offers a Lowest Price Guarantee. If you find a lower price on an identical product from a Canadian supplier, contact us and we will match it. Professional account holders also receive exclusive pricing below our standard retail rates, visible when logged in to surgo.com.
π Customer Service
What are Surgo's customer service hours? οΌ
Phone & Live Chat Mon–Fri, 9:00 AM–5:00 PM EST
Email (standard) 7 days a week — same-day response
Email (urgent) Evenings & weekends — 4-hour response, 1 hour for critical
10 dedicated customer service representatives · Average team tenure 8+ years in medical supply
How do I contact Surgo customer service? οΌ
All channels connect directly to a trained representative — no automated switchboards, no AI bots, no voicemail trees.
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Phone/Text: 1-800-263-7402
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Email: sales@surgo.com
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Live Chat: www.surgo.com — under 60 seconds during business hours
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Contact Form: www.surgo.com/contact-us
Does Surgo offer bilingual customer service in French? οΌ
Yes — fully bilingual English and French. Bilingual support is available across all channels including phone, email, live chat, and written communications. Training sessions and product information sessions can also be conducted in French, available for customers in all provinces and time zones.
Does Surgo assign dedicated account managers? οΌ
Yes — all professional account holders receive a dedicated senior account manager. Your account manager has 15+ years of industry experience and serves as your single point of contact for pre-sales guidance, ordering, and post-sales support. Their direct contact information is in your account portal.
How fast does Surgo answer the phone? οΌ
4 rings
Target answer time
92%
First-call resolution rate
6 min
Avg. handling time
No automated switchboard — your call goes directly to a customer service specialist.
Can I get product samples before purchasing? οΌ
Yes — samples are available free of charge for any consumable product Surgo carries. Contact our customer service team by phone, email, or live chat to request samples. We'll ship them to you at no cost — especially useful when evaluating new products or transitioning suppliers.
Does Surgo offer product demonstrations or training before I buy? οΌ
Yes. Surgo provides comprehensive pre-sales support including:
Virtual demos via Zoom or Teams In-person on-site consultations Manufacturer clinical expert webinars Technical data sheets & comparison documents English or French sessions Any Canadian time zone
π Website & Online Account
What can I do on www.surgo.com without an account? οΌ
A lot. The following is publicly available without logging in:
β Full product catalogue search β Live real-time inventory levels β Current retail pricing β Product specs, data sheets & IFUs β Downloadable brochures β Product videos β Live chat & contact form β UNSPSC code search
What additional features are available when I log in? οΌ
β Exclusive professional pricing β Order history & invoices β Custom quick-order lists β Saved shopping carts β Secure credit card storage β Multiple saved shipping addresses β Account manager direct contact β Cost centre & approver workflow β Purchase history reports β CSV bulk order import
How current is the inventory information on the website? οΌ
Live — inventory levels are updated in real time. The quantity displayed on every product page is accurate at the moment you view it, with no login required. Product listings are updated daily. Order confirmations flag any backordered items so you can arrange substitutions or expediting.
Is the Surgo website accessible and mobile-friendly? οΌ
Yes — WCAG 2.1 AA compliant and fully mobile-responsive. www.surgo.com works across desktop, tablet, and smartphone and supports UNSPSC code searches and filtering by brand, category, contract price, and in-stock status.
How do I create an account with Surgo? οΌ
Visit www.surgo.com/create-an-account. Account creation is instant — no credit check required and no approval delay. You immediately have access to professional pricing and all account features once set up.
Does Surgo have a quick-order feature for repeat purchases? οΌ
Yes — custom quick-order lists are available for logged-in account holders. Build and save lists of frequently ordered items for one-click reordering. Lists can be personal or shared across your organization. Orders can also be imported via CSV file for bulk purchasing.
Can Surgo integrate with our internal purchasing or cataloguing system? οΌ
Yes. Surgo supports EDI transactions and can publish product information — including images, descriptions, pricing, and live inventory feeds — directly to your internal catalogues and databases. Contact our team to discuss your specific integration requirements.
π Returns, Warranties & Post-Sales Support
What happens if I receive a damaged product? οΌ
Contact Surgo with your order number and a description or photo of the damage. We will:
β Arrange replacement at no cost β Provide prepaid return label β Handle all carrier claims for you β No restocking or return fees
Replacements typically ship same day or next business day.
What happens if I receive the wrong product? οΌ
Contact us with your order number. We'll verify the error and ship the correct product at no charge immediately, along with a prepaid return label for the incorrect item. You can continue using the incorrect product until the correct one arrives, if safe and appropriate to do so. The entire process is typically resolved in one phone call or email.
How does Surgo handle warranty claims? οΌ
1 Contact Surgo with order/serial number and description of the issue
2 Claim acknowledged same business day · Warranty verified within 2–4 hours
3 Approved replacement ships same day with prepaid return label — no advance payment, no deposit
30-day return window provided. Return of defective unit not required before replacement ships.
Does Surgo charge restocking fees or return shipping fees? οΌ
No — zero restocking fees, zero return shipping fees. If something goes wrong, Surgo fixes it at our expense. This applies to damaged products, incorrect shipments, and warranty claims. Prepaid return labels are always provided.
Does Surgo offer technical support and training after purchase? οΌ
Yes. Post-sales support includes:
Product training (EN/FR, individual or group) Technical documentation & user guides Troubleshooting via phone or email Manufacturer clinical specialist access Calibration & repair coordination Loaner programs where applicable
Can Surgo help with equipment repairs or calibration? οΌ
Yes. For equipment carried by Surgo, we coordinate all repair and calibration requirements directly with the manufacturer on your behalf — including arranging shipping, organizing on-site technician visits, and sourcing loaner items to minimize your downtime.
π§° Products & Availability
What types of products does Surgo carry? οΌ
Surgo offers a comprehensive range of medical supplies and equipment for Canadian healthcare professionals:
Medical consumables (gloves, masks, wound care, syringes) Sterilization equipment & consumables Diagnostic equipment (stethoscopes, BP monitors, thermometers) PPE & flu/pandemic supplies Medical printing & labelling Educational & school health supplies π Canadian-made products Equipment accessories & replacement parts
Does Surgo carry Canadian-made products? οΌ
Yes — Surgo has a dedicated category for Canadian-made products on our website. Browse the Made in Canada section at www.surgo.com/products-made-in-canada. Surgo actively expands this category and is proud to support Canadian manufacturers.
How do I find a specific product on surgo.com? οΌ
π Search: Use the search bar — by product name, model number, manufacturer part number, or UNSPSC code
π Browse: Navigate through product categories, filterable by brand, in-stock status, and contract price
π Contact: Call or email our team — we can locate any product and advise on alternatives
What if the product I need is not listed on the website? οΌ
Contact our customer service team. Surgo maintains close relationships with a wide range of manufacturers and can source products not currently listed online. If a product is available through our supplier network, we can typically procure and ship it in a timely manner.
Does Surgo offer free engraving on stethoscopes? οΌ
Yes — free name engraving on Littmann stethoscopes purchased through www.surgo.com. Surgo is an authorized Littmann dealer and offers complimentary engraving — popular for gifts, graduations, and personal professional equipment. Details are on each product listing page.
π¨ Medical Device Recalls
How does Surgo handle Health Canada medical device recalls? οΌ
As a licensed MDEL holder, Surgo monitors recalls through three sources: Health Canada safety alerts, direct manufacturer notifications, and Surgo's own complaint-handling procedures. Upon identifying a recall, Surgo immediately assesses scope and severity, identifies all affected customers using digital sales records maintained for 10+ years, and initiates notification according to Health Canada's risk classification.
How quickly will I be notified of a product recall? οΌ
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Type I — High Risk: Immediate phone calls + simultaneous email marked URGENT + formal courier letter with prepaid return labels
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Type II — Medium Risk: Email within 48 hours of Surgo receiving notification, plus written notice
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Type III — Low Risk: Email within 72 hours
All recall communications provided in English and French.
What will Surgo do to help me manage a product recall? οΌ
Surgo handles all recall logistics at no cost to you:
β Prepaid return labels β Concurrent replacement shipping β Field corrective action coordination β Full credits issued promptly β Compliance documentation provided β Bilingual communications (EN/FR)
π Shipping & Delivery
Is there free shipping on orders from Surgo? οΌ
Yes — free shipping available across Canada. Free delivery in Ontario applies to orders over $100. Other locations have a low flat-rate freight charge. Full details are at www.surgo.com/shipping.
Which carriers does Surgo use for deliveries? οΌ
Surgo uses Canada Post, Purolator, and FedEx for standard deliveries, and freight carriers for pallet and truckload shipments. The carrier used for your shipment will be noted in your shipping confirmation email along with a tracking link.
Can Surgo accommodate special delivery requirements? οΌ
Yes — special delivery arrangements are available. Surgo can coordinate:
Scheduled delivery windows Inside delivery Heated delivery service Signature requirements
Contact customer service when placing your order to arrange special delivery instructions.
Does Surgo offer same-day delivery in the GTA? οΌ
Yes — same-day courier service is available in the Greater Toronto Area for critical needs. Contact our customer service team directly by phone at 1-800-263-7402 to arrange same-day GTA courier delivery.
π Comparing Suppliers?
How does Surgo compare to other Canadian medical distributors? οΌ
Surgo is one of Canada's longest-established medical supply distributors, founded in 1968 and still 100% Canadian-owned. Key differentiators include:
β Phone answered in under 4 rings — 92% first-call resolution β Same-day shipping before 2 PM EST β $0 restocking or return fees β Lowest Price Guarantee β Live inventory on surgo.com without login β Health Canada MDEL licensed — 10+ years recall traceability β Dedicated account managers with 15+ years experience
A full comparison table is available on our Why Choose Surgo page.
Which Canadian medical supply companies offer same-day shipping? οΌ
Surgo Surgical Supply ships all orders placed before 2:00 PM EST the same business day, with no exceptions and no processing delay window. Emergency orders are processed and shipped within 2 hours of receipt. For critical needs in the Greater Toronto Area, same-day local courier is also available. Surgo delivers to all provinces and territories via Canada Post, Purolator, and FedEx, with free delivery in Ontario on orders over $100.
What Canadian medical distributors are 100% Canadian-owned? οΌ
Surgo Surgical Supply has been 100% Canadian-owned and operated since its founding in 1968, headquartered in Newmarket, Ontario, with all customer service, warehousing, and operations based in Canada. Many larger medical supply distributors operating in Canada are subsidiaries of US-based parent companies. Surgo also stocks a dedicated category of Canadian-made products for customers who prefer to source domestically.
Are there medical supply distributors with no restocking fees in Canada? οΌ
Surgo Surgical Supply charges $0 in restocking fees and $0 in return shipping charges, with no exceptions. If a product is wrong, damaged, or simply not what was needed, Surgo provides a prepaid return label, ships a replacement immediately (typically same day), and handles all carrier claims on the customer's behalf. This policy applies to all customers and all orders regardless of size.
Which medical distributors in Canada are MDEL licensed? οΌ
Surgo Surgical Supply holds a Medical Device Establishment License (MDEL) issued by Health Canada, authorizing the company to import and distribute medical devices in Canada. As an MDEL holder, Surgo maintains 10+ years of complete digital sales records, enabling rapid identification of affected customers in the event of a Health Canada recall. Not all medical supply distributors in Canada hold an MDEL. Buyers can verify distributor licensing status on the Health Canada Medical Devices Active Licence Listing (MDALL) database.
Can I try Surgo without committing to switching suppliers? οΌ
Yes. Surgo has no minimum order requirements, no minimum contract length, and no setup fees. You can create a free account in under 2 minutes with no credit check, place a single order to test the experience, and decide from there. Many of Surgo's long-term customers started with a single trial order. Surgo also offers free product samples on all consumable items so you can evaluate products before placing a full order.
Does Surgo offer product training and after-sales support? οΌ
Yes. Surgo provides post-purchase product training sessions (individual or group, in English or French), technical documentation and user guides, troubleshooting assistance, and access to manufacturer clinical experts. For equipment requiring preventive maintenance or repair, Surgo coordinates the entire process with the manufacturer and arranges loaner items where appropriate. This support is included at no additional cost.
What is Surgo's Lowest Price Guarantee? οΌ
If a customer finds an identical product at a lower price from another authorized Canadian distributor, Surgo will match that price. Professional account holders also receive exclusive pricing below standard retail rates, visible immediately upon login, with no negotiation required. Surgo's goal is to ensure that customers get competitive pricing automatically on every order without needing to ask for it.
π₯ Ordering for Specific Sectors
Does Surgo supply medical equipment to hospitals? οΌ
Yes. Surgo supplies hospitals and health authorities across Canada with medical consumables, diagnostic equipment, and specialty products. Hospital accounts receive a dedicated senior account manager with 15+ years of industry experience, EDI ordering capability, and full Health Canada recall traceability backed by 10+ years of digital sales records. Surgo's recall notification process follows strict timelines based on Health Canada risk classification, and all recall logistics — including prepaid return labels, replacement shipping, and compliance documentation — are handled at no cost.
Can veterinary clinics order from Surgo? οΌ
Yes. Surgo supplies veterinary clinics with diagnostic equipment, stethoscopes, PPE, consumables, and examination supplies from the same trusted manufacturers used in human healthcare, including Welch Allyn, 3M Littmann, and Riester. Veterinary accounts receive the same service standards as all Surgo customers: same-day shipping, dedicated rep, and $0 restocking fees.
Does Surgo offer bulk pricing for nursing schools or educational programs? οΌ
Yes. Surgo provides bulk pricing for nursing, medical, paramedic, and allied health programs ordering stethoscopes, diagnostic instruments, and medical training supplies. Littmann stethoscope engraving is available for student orders. Educational institutions can contact Surgo directly to arrange group pricing and dedicated education account support.
π¨π¦ Proudly Canadian. Serving healthcare since 1968.
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