Customer Service

Customer Service

Down-Under Wool is here to help people confined to a bed or wheelchair and their caregivers. We aim to prevent the development of Bedsores, Pressure Sores and Decubitus Ulcers using Medical Sheepskin and Merino Wool products. This is a challenging area of healthcare for both clients and care givers.

Below, you will see how you can place an order and what happens to it from the time it leaves Niagara Falls to the time it is delivered to you.

Orders: Please Note:  All online transactions are in US Dollars ( USD).  Currency Conversions are provided for your convenience.  

  • On-Line Orders: Order our products by clicking: Online Store:
  • Phone Orders: Talk to our trained staff to order the products best suited to your need. Call our Toll Free Number: 1- 800- 463-1985.  Please call if you would prefer to pay in CAD.
  • FAX Orders: Fax  Order to:  1- 905 - 295 - 3816

                              Include the following:

                              1. Credit Card details: Card Name, Name on Card, Card Number and expiry date

                              2. Addresses: include both postal and email

                              3. Telephone number of shipping address 


Enjoy FREE shipping to addresses in Canada and the Lower 48 States, for orders more than US $180.00

Orders to U.S. addresses are also Tax FREE.

Canadian Customers: Please be aware that your payment will be converted to Canadian Dollars (CAD) by the card issuing Bank. Your credit card statement will show the transaction in your usual currency.

PayPalVISA & MasterCard without a PayPal Account.

or you can use your PayPal account. paypal-secure-213wx37h.gif

Down-Under Wool is paypal-verified-logo.gifPayment security is guaranteed and your order will usually be dispatched within 24 hours.

 Shipping: Orders are shipped from Niagara Falls, Ontario. Orders are handled by Canada Post/ USPS...Expedited Mail

Average delivery to most parts of Canada and the U.S.A. is 3 - 6 business days.

upslogo2.gif offers Overnight and Next Day Delivery to US and Canadian addresses at extra cost.

Tracking: To obtain Tracking information for Canadian and U.S. orders, please click: and insert the tracking number provided. If there is a problem, call Down-Under Wool at 1-800 - 463-1985


 Should you have a problem with any of our products, please contact us by phone or email. We will discuss the problem with you and offer possible solutions. Down-Under Wool accepts the return of unused items within 30 days from the date of purchase.

 To return all or part of an order, please contact Down-Under Wool to receive a Return Authorization Number (RAN) and shipping instructions. Items being returned from the U.S.A. should be shipped from a U.S. Post Office. Ship with USPS mail service; not UPS or you may be charged brokerage and duty.

 The Customs Declaration should contain the following statement:    " Canadian Goods Returning to Canada"

 Send Returns to:    Down-Under Wool

                                8141 Lamont Ave

                                Niagara Falls, ON

                                Canada: L2G 6V6

Return of faulty items will be paid by Down-Under Wool. All other returns must be Post Prepaid and insured. For all Free Shipping Orders - those above $180.00, the original shipping charges + a 5% restocking fee will be debited from the refund. The total cost of the returned item, minus the original shipping  charge, will be credited back to the credit card or PayPal account immediately on receipt of the returned article.