Policies

Welcome to The Medical Supply Depot.com Polices Page! By placing an order, whether online, by fax or by telephone, you confirm that you have read, understand and agree to The Medical Supply Depot.com terms and policies set forth below.

Privacy Policy Credit Card Security Corporate Accounts Sales Tax Methods of Payment Shipping & Delivery Returns & Exchanges Can't Find It? We Have It! Our Mailing List Medicare & Private Insurance Reimbursements Warranty Repair or Replacement Copyrights & Trademarks Disclaimer

Privacy Policy

The Medical Supply Depot.com respects the privacy of its customers' personal or health related information and will not, under any circumstances, exchange, sell or otherwise spread the use of any information collected on the website, by telephone or by mail.  All information collected will be kept confidential and used only to serve customers or as required by law. The Medical Supply Depot.com may use cookies to improve your online browsing and shopping experience. These cookies will not store any personal information such as your name, physical address, e-mail address, or telephone number. They merely inform us that you have previously visited our site. "Cookies" are small pieces of information that are stored by your browser on your computer’s hard drive. Our cookies do not contain any personal identifying information, but they do enable us to personalize our home page for you and allow us to store items in your shopping cart between visits. Most Web browsers automatically accept cookies, but you can usually change your browser settings to prevent it from doing so. Even without a cookie, you can still use most of the features in our store, including placing items in your shopping cart and purchasing them. Keeping your personal information confidential is a top priority for all The Medical Supply Depot.com employees. We will safeguard, according to the strictest standards of security and confidentiality, all nonpublic, personal information that our customers or representatives of our customers share with us. "Nonpublic, personal information," include information such as a customer’s name, address, telephone number, social security number, date of birth, website usage history and online applications or other forms, and medical information. We will maintain safeguards, physical and electronic, to protect that information. We will conduct our business in a manner that keeps personal customer information secure. We will limit the collection and use of customer information to the minimum required to deliver superior service and conduct our business. We collect personal information about customers from the following sources: Your inquiries to The Medical Supply Depot.com via phone, facsimile, Email, mail courier, or our Website; Your transactions with us, our web-affiliates or others; and Your transactions with non-affiliated third parties. It is our policy that authorized The Medical Supply Depot.com employees may only access personal information on a need-to-know basis. We may contact you regarding fund solicitation/account resolution, sales, or product deliveries. The Medical Supply Depot.com workers who violate our Privacy Policies are subject to disciplinary measures. We will not share personal customer information (of either current or former customers), outside of The Medical Supply Depot.com for any purpose other than to facilitate payment for services rendered either to the customers' insurance companies or collection agencies, unless the disclosure has been authorized by the customer or is permitted or required by law. Whenever we retain other organizations to provide support services on behalf of The Medical Supply Depot.com, we will require them to protect customers' personal information. Please contact us if there is any change to your personal information. When necessary, we will review and revise our Privacy Policies to protect customer information. [back to top]

Credit Card Security

At The Medical Supply Depot.com the security of your credit card information is a top priority. We have taken significant steps to ensure that your payment and personal information is processed accurately, confidentially and securely. The Medical Supply Depot.com is secured via VeriSign SSL (Secure Socket Layer) utilizing true 128-bit or 256-bit SSL Certificate, thus offering the maximum level of encryption security attainable. As an added level of security for orders placed on the Internet - and not via telephone, fax or mail - The Medical Supply Depot.com does not maintain records of credit card numbers and/or their expiration dates on file. This information is securely passed directly to our credit card processing company during the ordering process. The Medical Supply Depot.com is tested and certified daily to pass the FBI/SANS Internet Security Test. The "live" McAfee SECURE mark appears only when a web site's security meets the highest security scanning standards of the United States government, as well as of Visa, MasterCard, American Express and Discover. [back to top]

Corporate Accounts

The Medical Supply Depot.com offers Corporate Account, Net 30 terms to qualified: government entities, schools, universities, colleges, ambulance corps, extended care and medical facilities, rehab centers, hospitals and businesses (B2B).  We are delighted to offer a volume discount – 5% off orders of five (5) or more of the same item or type of item, and 10% off orders of twenty (20) or more. Payments are accepted via Credit Card: Visa, MasterCard, American Express, Discover, Google Checkout and PayPal in addition to, corporate check and wire transfer. For corporate customers with total purchases of $2,500 or more, we are now pleased to offer competitive leasing and financing options for terms as long as 5-years. A downloadable application is available here. For more information on our programs or to obtain a detailed quote please contact Mike at 1.888.874.3831 x 103 or e-mail: support@themedicalsupplydepot.com Purchase Orders (PO) require all the following information clearly listed: Purchase Order (PO) number Contact name, telephone number and e-mail address Shipping address Billing address Federal Tax ID number Item number Quantity desired Unit cost for each item Shipping charge (if applicable)* Terms noticeably listed as 'Net 30' *Purchase orders (PO), CODs and credit lines are not eligible for standard online FREE shipping or other online discounts and promotion, since they are not prepaid; actual shipping charges will be added to the invoice. Corporate account holders may access promotions offered to them specifically via e-mail or other communications. W-9 Forms can be emailed or faxed to you at your request. Purchase Orders can be faxed to (718) 228-9101, e-mailed to sales@themedicalsupplydepot.com or mailed to our corporate address: The Medical Supply Depot.com Attention: Sales Department 1702 47th Street Brooklyn, NY 11204 The Medical Supply Depot.com reserves the right to deny any pending shipment for overdue accounts. Overdue invoices shall bear interest at 1.5% per month or at the maximum rate permissible by law. Customer shall be responsible for any and all costs of collection. Download: Credit Application To register, simply fax back the completed credit application along with your first Purchase Order to: (718) 228-9101. Once the application has been received and we have had a chance to review your references, you will receive an e-mail welcoming you to our Corporate Account program.  [back to top]

Sales Tax

Sales tax is collected on all taxable merchandise shipped within New York State. If the customer or facility receiving the merchandise is registered in the state of New York and is legally exempt from sales tax, include a copy of your exemption or resale certificate with your payment. Your sales tax will then be credited and/or exempted for all current or future orders. [back to top]

Methods of Payment

For your shopping convenience, The Medical Supply Depot.com accepts most major credit cards, including Visa, MasterCard, American Express, Discover, Google Checkout and PayPal. In addition, The Medical Supply Depot.com accepts personal checks, corporate checks, money orders, cashier’s checks or C.O.D. Checks must be in U.S. dollars and drawn on a U.S. bank. In addition, all checks must include a valid nine-digit bank routing number (ABA code) MICR-encoded on the bottom of the check. Merely click here to print and fill out an order form, then mail your check or money order along with your order form to: The Medical Supply Depot.com Attention: Sales Department 1702 47th Street Brooklyn, NY 11204 In addition, please make certain that your order number is written clearly on your check. All orders are processed when payment is received. Therefore, if you are paying by check or e-check your order may be delayed for up to one week to allow for the funds to completely clear. Returned checks are subject to a minimum fee of $25.00. For more information contact our friendly sales team via telephone at 1-888-874-3831, email at sales@themedicalsupplydepot.com, or Live Person Chat. [back to top]

Shipping & Delivery

Most items are in stock for immediate shipment and delivery. For the speediest delivery, items are shipped from the closest in-stock warehouse. Most orders are typically delivered in 3 business days or less from date shipped but few may take as long as seven. Some orders may be shipped from various stocked warehouses and thus be delivered in more than one box and/or on different days. Rest assured this will not affect your shipping charges.  Most power wheelchairs, scooters and lift chairs usually leave the warehouse within 1 – 3 business days and may be delivered by common carrier or via freight company and thus may take 5 – 7 business days from when it leaves the warehouse. The freight company will contact you when the item has arrived at their local freight facility to schedule a delivery time that is most convenient for you. In the unlikely event that an item is out of stock, on backorder, needs to be special ordered or there is a delay in the processing of your order you will be notified via e-mail within 1 business day with an estimated time of delivery. It is the customer's responsibility to respond to e-mails originating from our Customer Support department. Delayed responses may cause a delay in shipment of your item(s) in question. Customers who choose not to provide us with a current and functioning email address may not receive these notifications. Product substitutes will be offered, whenever possible. If we are unable to fulfill the order, you will be promptly refunded.

Orders typically ship via UPS or FedEx ground though some are delivered via USPS or freight company. Orders over $100 will receive FREE SHIPPING; whereas orders under $100 ship for a flat-rate fee of $6.95 per order. FREE SHIPPING or flat-rate shipping does not apply to the following States and Territories: AK, HI, AS, FM, GU, MH, MP, PW, PR and VI. Any additional shipping charges (regardless of what the checkout or order confirmation shipping charge state) that may apply will be added manually to your order total or as a separate charge when processed or at a later date. Shipping rates are not marked up but may vary if rates increase from carrier.  By placing an order to any of the States and Territories mentioned above, you herby authorize The Medical Supply Depot.com to charge your credit card for all shipping charges. Expedited (Next Day Air, Second Day Air, or 3 Day Select.) shipping is available for an additional fee. Contact our sales team at: 1-888-874-3831 or sales@themedicalsupplydepot.com for complete details or place a request in the 'Expedited Shipping Request' box on the 'REVIEW & SUBMIT' page of the checkout and all additional fees (regardless of what the checkout or order confirmation shipping charge state) will be added manually to your order total or as a separate charge at the currier rate once your items have been shipped or at a later date. Expedited shipping is only available for delivery on Monday thru Friday not including legal holidays. Special Saturday delivery may be arraigned for an additional cost but must be requested via contacting out Sales department directly and may not be available on all items. Delivery option refers to the time it takes for your order to arrive after it has shipped - it does not include the time it takes us to process and have your order prepared for shipment. By placing an 'Expedited Shipping' request you herby authorize The Medical Supply Depot.com to charge your credit card for any additional charges required to accommodate your request.  We are not liable for any lost shipments that occurred due to customer error.  Delivery to a non-existent address is the responsibility of the purchaser. Please make certain that all customer’ related information is entered correctly upon submitting your order. Order fulfillment emails along with tracking numbers are usually sent within 1 - 2 business days upon shipment of your order. Items may sometimes arrive prior to your receiving the tracking information. Products ordered and subsequently refused by a customer at their address, three failed delivery attemps or returned without contacting us for a Return Merchandise Authorization (RMA) number will automatically incur a 35% restocking fee. In addition, the original shipping charge will be deducted for all item(s) or orders including those that received the free shipping promotion.  We are not responsible for lost shipments due to customer refusal. Expedited shipping costs will not be credited if delivery of the item is refused. Shipment boxes that arrive with damage should be signed for as damaged and refused and our Customer Support department must be promptly notified of such. Merchandise errors must be reported within 24 – 48 hours of delivery. Upon arrival of your shipment, please ensure the contents of your package immediately and report any discrepancies or damages. Shipping damages must be promptly reported to the carrier for inspection; therefore, we ask that you keep all merchandise and packaging in as-delivered condition. Claims issued on damaged or lost orders can take the carrier 7 - 10 days to process. Once a claim has been initiated and processed, a replacement will be shipped. We are unable to accept cancellations on merchandise after it arrives damaged or is lost; however, every effort will be made to correct this situation promptly. Packages lost in transit are usually located by the carrier and delivered. To avoid duplicate shipments, replacements will be sent after the claims process is complete. Although we are unable to expedite replacements, please be assured that we will work diligently to resolve these matters expeditiously. [back to top]

Returns & Exchanges

The Medical Supply Depot.com takes great pride in offering the absolute best in medical supplies and equipment from leading manufactures and your satisfaction is our driving motive. However, you may occasionally find it necessary to return or exchange an item. Most items may be returned within 30 days of delivery and must be returned at the customer’s expense. All returns or exchanges are subject to an industry-standard restocking fee of up to 25% and for all item(s) or orders that received the free shipping promotion; our outbound shipping costs will be deducted from your return refund. Returns requests beyond thirty (30) days from date of delivery, special orders, E-Gift Certificates and shipping charges are not returnable or refundable. Due to health, hygienic and safety regulations, items such as incontinence, ostomy, urology, gloves, hand splints, all bathroom safety items, oxygen cylinders (tanks) and regulators and items designed for single-use cannot be returned or exchanged. This includes products that are still considered to be in new condition or are not yet opened, as well as additional items marked specifically as non-returnable in the item description. All returns are subject to inspection and must be in new, unused and resalable condition (no scratches, cracks or dirty tires) and contain the original packing materials, manuals and blank warranty cards. Any merchandise deemed unsuitable for resale will not be accepted for a refund. We will only reimburse return shipping costs if items being returned shipped due to our error. Otherwise, the customer is responsible for the original delivery costs and the return shipping expenses. Order cancellation requests received after the order has been submitted is subject to our set return policies. You must accept delivery and contact us to obtain a RMA number and return shipping address. A Return Merchandise Authorization (RMA) number must be obtained from our Customer Support department for any and all returns. To obtain your RMA number simply call toll free at 1-888-874-3831 (option 2) during our hours of operation or complete our online Return Authorization Request Form by clicking here. Do not send any returns to our corporate headquarters listed on our Contact Us page - it will not be accepted. You will be provided with the return address along with your RMA number.  Shipping charges will be deducted for shipping fees related to unauthorized returns that have to be redirected to the appropriate return facility. Item(s) being returned must be returned within 14 days of receiving your Return Authorization Number. We are not responsible for returns that are either lost or that arrive to the returning facility damaged.  We strongly recommend that you insure the shipment for its retail value and obtain a valid tracking number for your records to protect against shipping damage or loss.  Refunds for returns that included a valid RMA number will be issued after receipt and warehouse inspection approval, via original payment method within approximately 14 business days. If you paid via check or money order a check will be issued within 4 weeks. [back to top]

Can't Find It? We Have It!

The Medical Supply Depot.com has an inventory of over 25,000 medical supply products from hundreds of industry leading manufacturers. If you are unable to find what you're looking for on our website, kindly contact our friendly Sales team at: 1-888-874-3831, e-mail sales@themedicalsupplydepot.com or utilize our Live Person Chat and we'll find it for you. [back to top]

Our Mailing List

The Medical Supply Depot.com periodically sends out promotional e-mails containing new products and/or discounts. To subscribe, simply enter your e-mail address at the bottom column of our webpage or check off the box “Please notify me of upcoming specials and offers” on the registration page of the checkout. If at any time you do not wish to receive these promotional e-mails, kindly e-mail support@themedicalsupplydepot.com to be removed from our mailing list. [back to top]

Medicare & Private Insurance Reimbursements

The Medical Supply Depot.com does not bill Medicare or other insurance companies directly; however, by the following these steps you may be able to receive up to 80% reimbursement on certain products (see qualifications below). Please note that these guidelines apply generally but do not constitute a guarantee of reimbursement approval. For exact eligibaility information please contact Medicare or your insurance provider directly. In cases of eligibility, to secure reimbursement you will need to submit a doctor’s prescription for the item ordered; proof of delivery, such as a packing slip or shipping receipt; and, in some cases (for Medicare reimbursements), Form 1490. Eligible products for reimbursement Medicare eligibility requirements vary from product to product. Therefore, please read the guidelines below to determine whether your specific product qualifies for Medicare reimbursement. For other insurance providers, please contact the company directly to ascertain their policy for each item. Power Wheelchairs and Mobility Scooters To qualify for a power wheelchairs and mobility scooters reimbursement, a patient must meet the following criteria: The patient must suffer from mobility-related limitations on daily living activities, such as eating, bathing, dressing, etc. The condition being addressed by the mobility device must be the exclusive cause of the above limitations, (for example, not by vision or cognition impairments), unless these can be addressed through caregiver support. (Please note: To qualify for a power wheelchair, it must be demonstrated that the added features of this device would be critical in helping the patient perform one or more of the above mobility-related daily living activities.) Simple devices such as a cane, walker or manual wheelchair would not sufficiently address the mobility limitation. The patient demonstrates an ability to operate the device safely. (For a scooter, this includes possessing the necessary strength and postural stability.) The patient’s environment must allow for the use of a power wheelchair or scooter in all places where the mobility-related activities of daily living normally occur (i.e., kitchen, bedroom, bathroom). Lift Chairs To qualify for a lift chair reimbursement, a patient must meet the following criteria: Patient must suffer from major arthritis of the hip or knee, or from a severe neuromuscular disease. Patient must be incapable of reaching a standing position on his/her own from a standard armchair in his/her home. (Please note: Medicare does not qualify a patient who has difficulty rising from an arm-less chair, particularly a low one, but could rise on his/her own from a raised chair or one with arms. The chair lift reimbursement covers only those who cannot rise at all from an arm chair.) Once standing, the patient must have the ability to walk. Note that, even in qualifying cases, Medicare covers only the seat-lift mechanism itself (typically up to $300, depending on the state). In addition, the patient’s attending physician for the condition under treatment must also be the prescribing physician for the chair lift. Bathroom Safety Aids Unfortunately, Medicare will not reimburse for most bathroom safety aids. However, patients that are unable to access their bathroom may qualify for bedside commode as well as patients with a qualifying diagnosis may be eligible for a rehab shower commode chair. [back to top]

Warranty Repair or Replacement

All products are new and carry the original manufacturer's warranty. The repair or replacement of defective merchandise will be based on the respective manufacturer's warranty policy.  We will work diligently with the manufacturer to take care of your service need by arranging part replacements. The Medical Supply Depot.com and/or the manufacturer reserve the right to replace the defective part(s) and requests for replacement parts will be processed as quickly as possible.  We are unable to expedite shipment on replacement items or parts.  If a replacement part cannot be rapidly obtained, a new item will be shipped.  Regretfully, we are unable to accept cancellations after the merchandise arrives.  Cancellations will be treated as a standard return based on our posted return policies. After thirty (30) days of receipt, we will refer all issues concerning defective merchandise to the manufacturer for warranty processing, if applicable.  All claims must be made through The Medical Supply Depot.com.  For more information or to file a claim please contact Customer Support at 1-888-874-3831 (option 2) or via e-mail: support@themedicalsupplydepot.com. [back to top]

Copyrights & Trademarks

All content of The Medical Supply Depot, Inc, D/B/A: The Medical Supply Depot.com (“the Corporation”), including but not limited to text, graphics, logos, button icons, images, digital downloads and data compilations are the sole property of the Corporation, its suppliers, manufacturers and/or their respective owners, who may or may not be affiliated with, associated to, or sponsored by the Corporation and are protected by United States and/or international copyright and/or trademark laws. All trademarks, product names, company names and logos appearing on the Website known as The Medical Supply Depot.com (“the Website”) are the sole property of their respective owners. [back to top]

Disclaimer

The Corporation, its suppliers and manufacturers are committed to maintaining information that is as accurate as possible provided on our Website via regular updates. However, due to human error, or otherwise, the Website may contain pricing, product descriptions, quantities, images, product discontinuation and/or other content on this Website that may be incorrect, incomplete, inaccurate, unreliable, not current, and/or not error-free. While we make every effort to ensure these mistakes do not happen, the Corporation cannot honor incorrect prices, misprints or typographical errors. In addition, the Corporation shall not be liable for manufacturer price changes, which may occur at any time without prior notice. The Corporation reserves the right to change prices and/or information for all products without prior notice. The product images on the Website are for illustration purposes only. Design revisions and color variations may apply. In the event an error is found, the Customer will be notified as soon as possible. At that time the Customer will have the opportunity to proceed with their order with the corrected pricing and/or quantity or cancel their order completely. In addition, if a product received is not as described, the Customer may return it in unused, resalable and original package condition as per our return and exchange policy above. Under no circumstances, including, but not limited to, negligence, human error, intentional misuses or otherwise shall the Corporation be held legally responsible for any direct, indirect, special, incidental or consequential damages, including, but not limited to, loss of income, profit and/or data, loss of or damage to person or property and claims of third parties resulting from the use, or the inability to use, the materials on the Website, even if Corporation and/or its representatives have been advised of the likelihood of such damages.  If the Customer's use of materials from the Website results in the need for servicing, repair and/or correction of equipment and/or data, the Customer assumes any and all costs thereof.  If the state in which delivery takes place does not allow the exclusion or limitation of incidental or consequential damage the above limitation or exclusions may not apply to the Customer.  The courts of the State of New York shall maintain jurisdiction over all disputes arising out of transactions taking place on the Website.  The Corporation is solely a mail order company which carries over 25,000 products. It is not possible for our representatives to know each product carried in full detail. While we will help the customer to the best of our ability, the Corporation cannot guarantee a product's compatibility and will not be held liable for any incorrect information given. It is the Customer's responsibility to do further research before making a purchase. For further information or questions regarding any of our products, please contact the product manufacturer directly. The Corporation at any time may amend polices contained on the Website. By using this Website, you agree to be bound by any and all such amendments. [back to top]