Ordering and Shipping Information

Catalogs

Due to the high cost of shipping and catalog production, we do not offer a catalog in print. We regret any inconvenience that this may cause to customers who do not have access to a computer. We now offer downloadable PDF catalogs. You may download our full catalog or select only the categories in which you are interested and create a custom PDF catalog .

Orders

Orders can be placed online 24 hours a day, 7 days a week or by phone during regular business hours which are Monday - Friday 8:30 am to 5:00 pm EST. Evening and Saturday hours by appointment. We are closed holidays.

Credit Card Orders

For your convenience, we accept the following credit cards: VISA, MasterCard, American Express and Discover. 

Check Orders

Orders paid by check will be processed when payment is received and confirmed by the bank which may take up to 2 weeks.

Security Protection

Our website is a secure site. We use the COMODO EV SSL Server Certificate to securely protect and encrypt the transmission of your credit card and personal information. All information provided will be used only for the current order. No information is ever sold or distributed to any third party organization. Email addresses are only used to inform customers of the status of their order and tracking information, not for marketing purposes.

International Orders

We accept orders from nearly every country in the world provided the package's destination remains within the United States. Payment must be made in US dollars, either by an international credit card for on-line orders or by an International Money Order payable in US dollars for mail-in orders. All International Orders must have a "Ship To" Address that resides within the United States. We do not ship outside of the United States. 

Delivery

Orders are shipped within 48 hours (if products are in stock) by UPS or US Postal Service (USPS). Delivery times range from 3 - 6 business days depending on items ordered and delivery location. Shipping charges reflect shipping within the 48 contiguous states. Orders shipping to Alaska, Hawaii and Puerto Rico will be shipped via USPS and may require an additional charge. Orders will be shipped via UPS or USPS. UPS does not deliver on Saturdays and there is no Sunday or holiday delivery available for either carrier.

Sales Tax

Orders shipping to Pennsylvania and California will have sales tax added to the subtotal amount of the order. The tax rate for Pennsylvania is 6% and California is 7.25%.

Shipping Charges

Shipping and Handling charges will be calculated at checkout and reflect the UPS fuel surcharge.

Oversized Items

Due to the dimensional weight of certain items and orders, a shipping surcharge may be necessary. Customers will be advised of any additional charges before the order is shipped. Due to the cost, oversize items will be shipped ground freight only. No Overnight Air or 2nd Day Air Service is available.

Special Shipping

Overnight Air and 2nd Day Air services are only estimated by our website. If additional charges are necessary, customers will be contacted before the order is shipped and advised of the various shipping options. In some cases, orders may be shipped via USPS. Orders placed before noon EST on in stock items will ship the day of the order. However, we will make every effort to ship all Overnight and 2nd Day orders placed after noon on the day of the order, but this is not guaranteed.

Incorrect Addresses

Customers are encouraged to check the shipping address on their order confirmation sheet for correctness. If there is an error, please contact us via phone or email immediately. Customers will be charged a $12 incorrect address fee for orders that UPS cannot deliver because of an incorrect address or other condition that makes the package undeliverable. Customers will be notified if there are any problems relating to delivery, so that they or we can contact UPS and make other arrangements. If a person's home address has delivery concerns, we suggest that the customer have the order shipped to a work address or the address of a relative or friend. Customers will also pay for reshipping if the order is returned to us and is resent to them.

Damaged Items

Although our shipping staff takes extra care in packaging your order, there is always the potential for damage to occur. Please check your order immediately upon receipt and if the shipment is damaged or incomplete upon arrival, please call us to report the situation. Failure to report damage within 48 hours after delivery will forfeit the return privilege. All returns must have prior authorization to be accepted. Do not send damaged items back without first calling our customer service department.  The package will be refused and no credit given. 

Return Policy

Customer satisfaction is important to us, but due to the personal nature of many of our products, returns cannot be accepted. We will not accept returns on items used for personal hygiene, eating, bathing/bathroom, therapy, rehab and bedding or on any product involving body contact. To accept a return on such items would not only violate certain board of health regulations, it would put our warehouse staff at risk. We ask for your understanding in this matter. Non-returnable items are marked as such on our website and will not be accepted for return under any circumstances. Once an item leaves our premises, we cannot ensure its integrity. Our customers can buy from us with confidence, knowing that these types of items are first quality and have never been used.

For all other products that are not personal in nature, returns will be accepted within 30 days of the date of purchase. Products must be unused and in their original packaging. Items must be in resalable condition for a return to be accepted. No credit will be given for damaged or abused merchandise. Customers are required to contact us for return instructions and a return authorization number which must be displayed on the outside of the box being returned. No returns will be accepted without a return authorization number. Once a return authorization number is issued, the item must be returned within 1 week. Once the return is received and inspected by our warehouse personnel, it will be determined if credit will be given for the item. No credit is given for shipping and handling charges. Even if a return authorization number is issued, we reserve the right to refuse a refund depending on the condition of the merchandise and its packaging. Returns for wrong size on such items as shoes, gowns and splints must be initiated within 3 days of receipt. Certain returns may be subject to restocking fees depending on item and manufacturer.

If a package is refused on arrival or the package is undeliverable due to customer error, return shipping charges and a 20 % restocking fee will be charged to your credit card because of your decision or error.