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Frequently Asked Question's - General


I cannot login to PDC shopping cart to place my order, why?

If you are receiving goods delivered to your home, you may not have access to the PDC online shopping cart. These programs include: MCFD-At Home, MSDSI-Income Assistance, Providence Health-Home Enteral Nutrition and WorkSafeBC. Please place your orders via:


How do I place an order?

Orders can be placed via:

When faxing an order, customers may use a PDC order form or their own purchase order form.


What do I do if I don't know my account number?

Call us at 604 927-2000 and we will be pleased to assist you.


How do I place a Rush Order and how much is it?

Contact our Customer Service department via e-mail at
or call 604 927-2000 to place a rush order. A $55.00 fee will apply for next day delivery service. For same day delivery service there will be the $55 rush fee plus any additional delivery costs.


Can I purchase goods from the PDC?

The PDC's products are available to all government funded agencies at the municipal, provincial and federal level. Please contact the Customer Service department for an account application.


Are there minimum order quantities?

No. Regardless of your order size, there is no minimum order quantity or dollar purchase amount.


How long will my order take to be delivered and will there be a delivery charge?

The Product Distribution Centre provides free delivery anywhere within the Province of British Columbia. From the time that we receive your order, you should allow 3-5 working days for delivery.


What if there is a discrepancy in my order?

Discrepancies are defined as differences in condition, identification, or quantity, between the packing slip and what is actually received. Customers are reminded that obvious damage or shortages (e.g. "short one carton" or "received in damaged condition) should be noted on the waybill when signing for receipt of goods.
Details of discrepancies should be reported to the PDC,

  • by phone: 604 927-2000 (toll-free 1 800 988-1155),
  • or by fax: 604 927-2025 - Please include a contact name and phone number on your fax


What if some of my order is on back order?

Back orders will automatically be shipped with an expected delivery date as stated on the Packing Slip. For any changes to back orders (e.g. substitutes or cancellation), please contact Customer Service immediately at 604 927-2000


How come I only received one pair of gloves when I ordered a box of gloves?

The unit of issue for any product is on the PDC Shopping Cart and appears to the right of the price. This denotes the unit by which the product is sold. For example, the description for a brand or style of gloves might indicate that there is 100/BX, however the information in the description is not necessarily the selling unit of issue.

The selling unit of issue will show whether the item is sold by the each (EA), pair (PR), or case (CS). The "unit of issue" abbreviations used in the catalogue are as follows:


Abbreviation Unit of Issue
BDL Bundle
BO Bottle
BX Box
CAR Carton
CS Case
DZ Dozen
EA Each
M Meter
PAK Pack
PR Pair
RO Roll
SH Sheet
VI Vial


Can I pay by credit card?

Yes, many of our Crown, Federal and Municipal Government customers pay this way. The PDC accepts Visa and MasterCard. Provincial government customers are charged by electronic journal vouchers and are not permitted by OCG to pay for PDC purchases with a government credit card.


What does this Discontinued Icon symbol mean?

This is the symbol for our discontinued items. Discontinued items are items that are currently in inventory but will no longer be available for purchase once the stock is gone. Most of these items have been discontinued by the supplier. These items are non-refundable and cannot be returned in exchange for another product. To find out if there is a recommended replacement, e-mail our Customer Service department at or call 604 927-2000 to speak to a representative.


What does the '@' mean?

This symbols means it is a non-stocked product. All non-stock products cannot be exchanged or returned for credit.


How do I view my shopping cart?

To view your shopping cart, click on the Cart icon Shopping Cart Icon located at the top right of the screen


Returns & Exchange Policy
Returns of Goods

All returns must be authorized by our Customer Service department (604 927-2000 or toll-free: 1 800 988-1155) within 30 calendar days of receiving the order, and must have a Returned Goods Authorization number prior to being shipped back to the Product Distribution Centre for credit/exchange. Any unauthorized returns will be shipped back to the customer at the customer's expense.
Credits are only available for regularly stocked items when returned in a resalable condition within 30 calendar days of receiving an order and requires prior approval from PDC Customer Service. "Resalable" is defined as clean, undamaged, and unmarked, in the original package and unit of issue and not expired.

Customers must include the following information with the return:

  • A Returned Good Authorization number (issued by PDC Customer Service)
  • A copy of the original packing slip
  • Commodity code of item(s) and the quantity of items returned

A restocking charge of 15% will be applied on authorized returns, unless it was due to a PDC error.


Returns of Drugs

PDC will not accept any drug returns unless the following conditions have been met:

  • The product has been recalled/has a manufacturing defect;
  • It was a PDC shipping error; or
  • If the client is able to provide detailed records regarding storage and handling, including meeting label temperature control requirements which PDC is required to report to Health Canada.

Please bring any unused and expired prescription drugs, over-the-counter medications and natural health products to your local pharmacist for proper disposal.

PDC will still provide drug disposal services to existing clients that can purchase the drug disposal kit from their customized shopping cart.

Returns of Career Apparel

To return goods to the Product Distribution Centre for credit or replacement, please contact Customer Service by phone at 604 927-2000 or toll-free: 1 800 988-1155 for a Returned Goods Authorization Number (RA) and shipping instructions. The RA number should be included on the copy of your packing slip indicating:
  • What is being returned;
  • Why is it being returned; and
  • The action you are requesting for an exchange.

If career apparel items are defective or appear to be defective a Customer Service Representative must be contacted before the item is returned for credit or replacement.

The PDC cannot accept collect shipments. A restocking charge of 15% is applied to all returns unless they are due to a PDC error.

Exchange of Career Apparel

Career Apparel may be exchanged for other sizes as long as they are in original condition and the exchange request is made within 30 days of receiving original items. Please contact Customer Service by e-mail at or by phone at 604 927-2000.
For BCAS clients the Uniform Exchange Form must accompany all requests for exchange. This form is available on your Shopping Cart Welcome page.

Return of Custom Order Clothing

The Product Distribution Centre does not accept any exchanges or returns for custom order clothing.

Can the PDC supply career apparel to new customers?

Yes. Please contact a Customer Service Representative at 604 927-2000 for further information.