Shipping and Return Policy

If you are placing a Standard (5-7 Business Days),Expedited (3-5 Business Days), or Rush (2-3 Business Days) order, Our goal is to process all orders within 24 hours. Expedited orders received before 2:30pm EST ship the same day, otherwise they will be shipped on the next business day. As used herein, “business days” excludes Saturdays, Sundays and national holidays.

At Medical Supply Club we try our best to ship your orders within 24-48 hrs. of receiving it, however, there are circumstances where we are unable to do so. In such event, you will be informed of an estimated shipping date. All orders are subject to availability and the shipment could be delayed.

If shipping charges are greater than the fees estimated at order placement, we will contact you for approval on additional shipping charges.

Claims from our customers must be made within 14 days of the date the tracking shows it was delivered. Medical Supply Club prides itself on presenting clear delivery expectations by providing tracking for every item ordered by our customers. In some cases, orders will be shipped separately, so our customers will receive multiple tracking numbers in their email. When our customers are provided these tracking numbers, but fail to receive their order, claims must be made with our customer service department within the 14-day period to rectify the situation. Our customer service team can be contacted via phone - 1-844-490-2625, live chat, or our contact us page.

Certain items like lift chairs, lifts, beds, scooters, and mattresses, cannot be shipped via Rush/Expedited shipping due to weight or availability limitations, or customizations.

For oversized/bulky items like lift chairs, power chairs and medical tables:

• Unless the relevant product page lists alternative shipping options like Lift Gate, White Glove, or Inside shipping (as defined under the Shipping Terms Glossary), the standard shipping charges cover only Curbside shipping (as defined under the Shipping Terms Glossary).
• The customer can call and request another shipping method for an additional cost, which will be quoted based on the size of the item and delivery location details like building floor and elevator accessibility.

• Standard Shipping: Most orders are delivered in 5-7 business days.
• Expedited Shipping: Most orders are delivered in 3-5 business days.
• Rush Shipping: The fastest option available. Most orders placed before 2:30 pm EST are delivered in 2-3 business days.
• Standard Curbside shipping: Packages are delivered by the curb at the end of the customer’s residential driveway or commercial dock, unless otherwise agreed to by Medical Supply Club. The customer is responsible for getting the product off the truck in this case.
• Lift Gate Curbside shipping: Packages are delivered off the truck by the curb at the end of the customer’s driveway using a lift gate. Lift Gate is a device that helps lower or raise items off the bed of the truck, which is usually 56" off the ground.
• Inside shipping: Packages are delivered to the first threshold of the customer’s home. This could be a porch, a garage or simply the front door.
• White Glove shipping: This shipping method ensures the product is brought inside the home or institution and placed where the customer desires. The packaging is then opened and removed, and any assembly required is taken care of.

 

If a package is refused at the time of delivery, the customer will be responsible for round-trip shipping costs incurred by Medical Supply Club. Once the package is back in our warehouse, subject to inspection, we will issue a credit to the original form of payment after deducting any applicable return shipping charges and restocking fee. The restocking fee will be credited as reward dollars and can be used towards a future order. The return shipping charge will apply even if you were originally not charged any shipping due to a free shipping promotion. This policy does not apply to packages that appear to have been damaged during shipping.

Medical Supply Club currently ships via US Postal Service, UPS Worldwide and DHL. Buyer may select an alternative freight forwarder or carrier, in which case we will use commercially reasonable efforts to ship the order using that freight forwarded or carrier, as the case may be.

International customers are responsible for any government-imposed customs, taxes, and levies for the relevant product purchase.
Medical Supply Club does not refund any fees or costs for any international order confiscated by customs or another government agency.
We do our best to label all boxes and customs forms with the text "Medical Supplies", which are usually duty-free. However, customs officers, who determine which Medical Supplies are duty-free and which are not, have full authority to charge you, the buyer, for the custom duty and taxes.
Due to the complex and ever-changing customs policies, which vary widely from country to country, we cannot guarantee that your country permits importation for the items you ordered.
Therefore, it is important that you first become familiar with your country’s customs laws and contact your local customs office or tax authority for information specific to the products before placing an order with Medical Supply Club. By placing the order from medicalsupplies.club, you are solely responsible for and accept, agree, and assume any and all risks, charges, and a cost associated with the shipment of your order.
Orders that are seized or delayed by customs are exclusively customer’s responsibility. Medical Supply Club is not responsible or accountable for any taxes, duties, tariffs or any quarantine fees or package warehousing fees assessed by your local customs office.
Unfortunately, some items are not eligible for international shipping due to size and customs restrictions, as specified on the relevant website product page.

Medical Supply Club currently ships via US Postal Service and UPS Worldwide. Buyer may select an alternative freight forwarder or carrier, in which case we will use commercially reasonable efforts to ship the order using that freight forwarded or carrier, as the case may be. Transit time can vary between few days to weeks depending on your (buyer) location and country.

Please note that Medical Supply Club is not responsible for any delays in shipments due to flight problems, weather, customs, or any other circumstance beyond our reasonable control. In most cases products are delivered to the destination address. However, in some countries you might be required to personally pick-up the purchased items from local authorities.

1. General Return Policy

Customer satisfaction is our top priority. If the merchandise you received is defective or not what you expected it to be and you wish to return the item, please submit a return request in the My Account section of our website, contact our Customer Service department at (866) 316-0162 / (203) 616-2850 or email us.

Certain orders are non-returnable. Refer to the “ Non-Returnable Items” section for further details.

• Merchandise must be returned within 30 days of the receipt of your order. Returns are not accepted after 30 days.
• Items (including parts and accessories) must be returned in new, unused, and resalable condition in its original packaging.
• Before returning any product, the buyer must obtain a Return Authorization Number (RA#) from a customer service representative. With your RA# you will receive a prepaid return shipping label. The cost of return shipping label will be deducted from the refund amount.
• Unless as otherwise specified herein, customers are responsible for shipping and handling charges on returned items and risk of loss during shipment.
• Orders returned without obtaining an RA# will be entitled to receive only "In-Store Credit" that can be used towards future purchases.
• Return orders are subject to a restocking fee. (Click here for more details)
• Returns will be reviewed and inspected before issuing credit. Please allow 3 to 4 weeks for processing. The credit of the remaining balance will be applied to your original method of payment after issuing 20% of the total amount as reward dollars in your account.
• If your return is the result of a defective product or shipping error, Medical Supply Club will refund the entire purchase amount and return shipping costs.
• For defective returns, please refer to the manufacturer’s warranty included with the product or as detailed in the product’s description on our website.
• Shipping errors/Defective item/Wrong item received must be reported within 14 days of delivery.
• Items that leave the U.S.A. are non-returnable.
• Product warranty will not be supported on items that leave USA.
• Medical Supply Club reserves the right to make adjustments due to errors, changing market conditions, product discontinuation or typographical errors in advertisements.
• Images on the site may not always reflect the actual product.
• Footrests or leg-rests are not included with wheelchairs unless specified.

2. Non-Returnable Items

Your happiness is important to us, yet due to the hygiene nature of certain products, many of our products might be non-returnable. The items listed below are non-returnable:

• All hygienic items.
• Opened personal care items.
• Anything opened, used, or tried on.
• All customized items.
• Items that have the “non-returnable” mark/seal on the website.

We reserve the right to make adjustments due to errors, changing market conditions, product discontinuation or typographical errors in advertisements. Images on the site may not always reflect the actual product. Footrests or leg-rests are not included with wheelchairs unless specified.

3. Return Request Process

You can submit a return request by logging into My Account. You will receive the Return Authorization Number (RA#) details in the email within 2-3 business days.

• Login to My Account
• Go to "Order History"
• Click on "Return Order"
• Fill out the return form and click on "Submit"

If you do not have an email address, we will make other accommodations for RA# details. RA# should be clearly written on the package or label prior to shipment.

4. Refund Process Timeline

Please allow 3 to 4 weeks to process the returns. Once the item is received, subject to satisfactory inspection, your refund will be processed and automatically applied to your original method of payment.

Return processing may be delayed due to COVID-19. See our COVID-19 Impact Statement.

5. Restocking Fees credited as Reward Dollars

• 20% restocking fees will be credited as Reward Dollars (equivalent to store credit). The balance amount will be credited to the original method of payment.
• Outbound shipping cost is non-refundable.
• For orders that qualified for free shipping, $9.45 will be deducted from the refund, if the product is returned.

All customers in the Sundance, Sungold, Suntastic and Silverleaf tiers will receive a coupon for free economy shipping in their email inbox twice a year. To receive this coupon, you must be subscribed to our newsletters. You can subscribe below by entering your email address at the bottom of this page and click “submit”. Expedited, Rush, Freight Curbside, Freight Liftgate, Freight Inside Shipping, and Freight White Glove are excluded.

All customers in the Sungold tier or higher will enjoy waived restocking fees and complimentary two way shipping on returns up to four times a calendar year, maximum of once every quarter, with this exclusive benefit. The general Return Policy terms and procedures apply.