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| Live Help (Mon. - Fri. 9AM - 5PM EST) Toll Free 1-888-MED-8282 |
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| Go Back To: Home> Customer Support> FAQ's | |||
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Questions: | ||
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1. |
What is the Rewards Program? |
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2. |
When ordering how do I know what the quantity is? |
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3. |
Your website indicated that I can get my order in a 24- 72 hour shipping time. Why did my order come in 4 days? |
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4. |
I put my order in on-line but received an e-mail that the product is on “back order.” Can you please explain? |
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5. |
Why is it when I log in to a product on your website the picture on the website shows a different quantity or a picture of more than one item? However, this is not what I wind up receiving. |
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6. |
You sometimes offer free shipping for orders that are over $99. I do not need such a large order. What will my shipping cost be? |
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7. |
Am I being charged tax for my order? |
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8. |
I was notified that the item I am ordering is only available as a “special order” item. What does that mean? |
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9. |
I need my order by tomorrow. Can you get it to me by tomorrow? |
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10. |
How do I go about returning what I ordered? |
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11. |
I returned my order as per company instructions? Why have I not received credit yet on my account for the return? |
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12. |
Can you tell me the ingredients in this particular product? |
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13. |
I am trying to order an item on-line but before I order I want to know if it is in stock? |
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14. |
What are your customer service hours? |
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15. |
What is the best way to pay so that I can get my order as soon as possible? |
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16. |
Where do I send the check? Who do I make the check payable to? |
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17. |
Do I need a prescription to order this item listed on your website? |
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18. |
Can you please send me a catalog? |
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19. |
Why is it that my order to Hawaii still has not arrived after 5 days? |
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20. |
Do you ship internationally? |
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21. |
Can I cancel an order? |
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23. |
What if I refuse to accept the delivery, will I be credited for the return? |
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24. |
Can I use another persons credit card to place an order? |
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25. |
What does *sp refer to when it is next to a product item number? |
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26. |
Do wheelchairs/transport chairs come with footrests? |
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Answers: | ||
| Q: What is the Rewards Program? A: The Medical Supply Company Rewards Program offers our customers a coupon for 10% off when they spend a cumulative amount of $500. One coupon per $500 worth of merchandise ordered. Excludes tax and shipping. Back to Top>> |
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| Q: When ordering how do I know what the quantity is? A: When ordering on-line the quantity is listed on our website under Cs27, which indicates that the quantity comes in a case of 27, “Bx ” for box , quantities as "Each." Other items are listed as "Pk2" indicating that the item comes in a package of two. Any other questions about quantity of an item can be called in to our customer service line at 1-888-633-8282. Back to Top>> |
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| Q: Your website indicated that I can get my order in a 24- 72 hour shipping time. Why did my order come in 4 days? A: Ideally, we try to ship the order from the closest warehouse in which we have the item stocked. However, if the item is not stocked in the closest warehouse, we then ship from the next closest which may take will be a day or two longer. Back to Top>> |
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| Q: I put my order in on-line but received an e-mail that the product is on “back order.” Can you please explain? A: When something is on back order, we mean that the product is not in stock currently in any of our warehouses, and we are awaiting a shipment of the product to arrive. Generally, we know a tentative arrival date for the shipment. Back to Top>> |
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| Q: Why is it when I log in to a product on your website the picture on the website shows a different quantity or a picture of more than one item? However, this is not what I wind up receiving. A: The picture that you see for the item is generally a picture made available to us by the manufacturer and this is the picture that we use on our website. The quantity of any particular item is always listed under the price of that item. Back to Top>> |
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| Q: You sometimes offer free shipping for orders that are over $99. I do not need such a large order. What will my shipping cost be? A: Our company policy is that orders over $99 within the U.S. have free shipping, however, if your order is under $99 there is a $9.95 shipping charge (which covers shipping and handling). Free shipping does not include overnight shipping requests. Orders to APO/FPO, Alaska, Hawaii and Puerto Rico will pay actual shipping charges. The flat fee rate of $9.95 does not apply to these locations. For orders shipping to these locations, please call our toll free number at 1-888-633-8282 to place your order. Back to Top>> |
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| Q: Am I being charged tax for my order? A: Orders shipped outside of New York State have no tax charge. Orders shipped within New York State will be charged 8.625% sales tax. Back to Top>> |
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| Q: I was notified that the item I am ordering is only available as a “special order” item. What does that mean? A: This means that the product is not an item that we keep in stock and will have to be ordered. All special order items will take approximately three weeks to receive and are non-returnable and non-refundable. Back to Top>> |
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| Q: I need my order by tomorrow. Can you get it to me by tomorrow? A: Whether overnight shipping can be done is dependent upon the location that the order is being shipped to and the day of the week you want it there. Since all of our orders are shipped by Fedex, all orders must be called in before 1PM weekdays for next day delivery. Also Fedex will not deliver on Saturdays or Sundays (overnight Saturday delivery is made only to certain areas by Fedex). If overnight is requested the customer will be charged the overnight shipping charge. Back to Top>> |
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| Q: How do I go about returning what I ordered? A: Items can be returned within thirty days of purchase if they have not been opened or used as they must be in resalable condition. All returned items go through an inspection and approval procedure before credit is given to the customer. In order to return an item we provide the customer with a Return Authorization number and instructions for the return. It is important to get a Return Authorization number for returns as this is the only way our Returns Department processes the customer’s return and accounts are re-credited by our Accounts Department. Back to Top>> |
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| Q: I returned my order as per company instructions? Why have I not received credit yet on my account for the return? A: Once our Returns Department receives the returned item it takes approximately two weeks to process the return and for our Accounts Department to re-credit the customer’s account. When that is done the customer will receive an e-mail (if they leave an e-mail address with their original purchase) by our Accounts Department to let them know that their account has been re-credited. Back to Top>> |
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| Q: Can you tell me the ingredients in this particular product? A: Unfortunately we do not have all product ingredients and we do suggest that our customers look into the Material Safety Data Sheet located at http://msds.pdc.cornell.edu//msdssrch.asp which might provide them with the information and other details about a product. Back to Top>> |
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| Q: I am trying to order an item on-line but before I order I want to know if it is in stock? A: If you want to know if an item is in stock you can call us at 1-888-633-8282 and a customer service representative will gladly provide you with the information. Back to Top>> |
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| Q: What are your customer service hours? A: The Medical Supply Company customer service line is open for calls and orders Monday through Friday, 9am-5pm EST. We are closed on Saturdays and Sundays and legal holidays. However, our website is open twenty-four hours, seven days a week. Back to Top>> |
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| Q: What is the best way to pay so that I can get my order as soon as possible? A: The methods of payment that we do accept are credit card, money order/bank check and personal check. A customer’s order is processed once payment is received. Payment by credit card will expedite the processing of the order. Orders paid for by check will take considerably longer to process as we wait for receipt and clearance of the check before orders are processed and shipped. Back to Top>> |
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| Q: Where do I send the check? Who do I make the check payable to? A: If paying by check, the check should be made payable to: The Medical Supply Company, Inc. All checks should be mailed to: The Medical Supply Company, Inc. |
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| Q: Do I need a prescription to order this item listed on your website? A: Items that are listed on our website do not require a prescription. Back to Top>> |
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| Q: Can you please send me a catalog? A: Since our business is done primarily through our website we do not have catalogs available. We do encourage our customers to browse through our website and if there is anything they need which they are unable to find on our website, they can call our customer service line at 1-888-633-8282 and our representatives will be able to assist them. Back to Top>> |
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| Q: Why is it that my order to Hawaii still has not arrived after 5 days? A: All orders to Hawaii and Alaska are shipped by US Mail to these locations. For this reason shipping times may be considerably longer. We advise our customers to take this into consideration when placing an order. Back to Top>> |
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| Q: Do you ship internationally? A: At the present time our company only ships orders within the United States. We do not do international orders. Back to Top>> |
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| Q: Can I cancel an order? A: Orders cannot be cancelled once the checkout process has been completed. Due to our commitment to process orders quickly, once the checkout process is completed our warehouse is immediately notified to pick and pack the order for shipment. Back to Top>> |
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| Q: What if I refuse to accept the delivery, will I be credited for the return? A: If delivery is refused and the package is sent back to our warehouse, the customer will be recredited back the amount of the order minus a 20% restocking fee. Back to Top>> |
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| Q: Can I use another persons credit card to place an order? A: Using another persons credit card to place an order assumes that you have received proper authorization to use that card. Failure to obtain authorization may constitute a criminal offense. Back to Top>> |
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| Q: What does *sp refer to when it is next to a product item number? A: *sp means that the item is a special order item. It may take up to three weeks to be delivered and is non returnable. Back to Top>> |
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| Q: Do wheelchairs/transport chairs come with footrests? A: In most cases, no they do not come with footrests. If the one you are interested in does not specify you may call us at 1-888-633-8282 to check before ordering. Back to Top>> |
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