Frequently Asked Questions
Quick answers about ATES Medical, our products and our services.
General
What is ATES Medical?
ATES Medical Inc. is a Canadian distributor of specialty medical devices for interventional cardiology, radiology, electrophysiology, urology, orthopedics/spine and vascular access. We supply hospitals and clinics across Canada with products from leading international manufacturers.
Where are you located?
Our office is at 3165 Rue Star, Saint-Hubert, QC, J3Y 3W5, Canada. We serve customers across Canada.
How can I reach you, and what are your hours?
By email at customerservice@groupates.org, toll free at 1-877-782-4044, or by office line at (450) 482-4044, Monday to Friday, 8:00 AM to 5:00 PM EST. You can also use the contact form on this site.
Which manufacturers do you represent?
We represent Argon Medical, Galt Medical, APT Medical, OrbusNeich, Pajunk, SIS Medical, Sunny Medical, TECRES, Benrikal and Worldwide Innovations (RADPAD), among others. You can browse the full catalog by supplier or by clinical specialty on this site.
Do you provide clinical or medical advice?
No. We provide product information only. The choice of a device for a specific patient or procedure must be made by the clinician, and can be confirmed with your ATES representative.
Products
How do I find a product or its specifications?
Use the Products section to browse by supplier or clinical specialty; each product line lists its codes and dimensions. You can also ask our product assistant for a specific code or size.
Where can I download a product brochure?
Most product lines have a downloadable brochure on their product page. If you can’t find the document you need, email customerservice@groupates.org.
Is there an equivalent if a product is unavailable?
For some products ATES has identified an alternative. Because interchangeability of a medical device is a clinical decision, please contact your representative at customerservice@groupates.org to confirm a substitute is suitable for your use.
Where do I find the instructions for use (IFU) for a product?
Instructions for use are provided by the manufacturer and aren’t all hosted on this site. Email customerservice@groupates.org with the product code and we’ll get you the current IFU.
How do I report a defective product or a quality issue, or ask about a lot or recall?
Contact customerservice@groupates.org or call 1-877-782-4044 with the product code, lot number and a description of the issue. Our team will handle the quality report and any lot or recall question.
How do I obtain a certificate of conformity or other compliance document?
Email customerservice@groupates.org with the product code and the document you need (for example a certificate or declaration of conformity), and we’ll provide it.
Orders & Quotes
How do I place an order?
Orders are handled by our customer service team. Email customerservice@groupates.org or call 1-877-782-4044 with the product codes and quantities you need, and we’ll take it from there.
How do I request a quote?
Send the product lines or codes you’re interested in to customerservice@groupates.org, or use the contact form, and our team will prepare a quote for you.
How can I check if a product is in stock or on backorder?
Real-time stock and backorder status isn’t shown on the website. Email customerservice@groupates.org or call 1-877-782-4044 with the product code and quantity, and we’ll confirm current availability and any expected date.
How do I check the status of my order or get an order confirmation?
Email customerservice@groupates.org or call 1-877-782-4044 with your purchase order or order number and our team will confirm the status.
I have a question about an invoice or billing.
For invoice, billing or payment questions, contact customerservice@groupates.org with the invoice number and we’ll direct it to the right person.
How do I return a product or request a credit?
Contact customerservice@groupates.org with the product code, lot number and reason, and our team will advise on the return or credit process.
Shipping
Do you ship across Canada?
Yes. We serve hospitals and clinics across Canada. For delivery timelines on a specific order, contact customerservice@groupates.org.
How do I track a shipment?
Contact customerservice@groupates.org with your order or purchase order number and we’ll provide tracking details.
Becoming a Customer
How do I become a customer?
Reach out to customerservice@groupates.org or call 1-877-782-4044 and our team will walk you through setting up an account.