Customer Service

How do I set up a credit account?
It's easy: Simply place an order! We'll automatically set up an account for you. With proper references, your order will be processed promptly.

Return to top

What's your policy on sales of prescription drugs?
By law, sales of prescription drugs, needles and syringes are restricted to customers who are registered and fully licensed. To establish your eligibility, we require a photocopy of your authorizing prescriber's or facility's valid license or DEA registration for our files. Before ordering, click Prescription Drug Authorization Form and follow the instructions.

Return to top

What are my shipping options? When will my order ship? What will it cost?
We deliver all items F.O.B. shipping point, and ship ground orders within the continental U.S. via UPS for $8.95, or 10% of the order value if the order is greater than $90.00. Overnight or 2nd day delivery available for additional charge.
Please call 1-800-556-3326 for a quote.

Same Day Shipping for all stock orders placed before 3 pm EST Monday - Friday.

Because of their size and/or weight some orders must be shipped by truck (freight collect). When requested, orders shipping via truck may be shipped prepaid with the shipping charges added to your invoice. A $15 handling charge will be added for this service.

For orders shipping outside the continental U.S., before your order is processed, we will contact you with a shipping charge quote.

Return to top

What are our payment options?

Checks drawn on US banks only
Visa
Master Card
American Express
Discover
GSA Smart Pay Government Purchase Card

Return to top

Can we have our order tomorrow?
Overnight delivery via Federal Express is available for all in-stock items. A surcharge applies; call 1-800-556-3326 for a quote.

Return to top

Can Medco Sports Medicine bill our insurance for payment?
We cannot bill insurance carriers for payment on your behalf. Please ask your carrier about submitting your invoice after you receive your item(s).

Return to top

Return Policy
. Sorry, but for health reasons we are unable to accept returns or exchanges of eating, hygiene and mouth stick products. In addition, we cannot accept books, computer software and videos that have been removed from original packaging.
. Returns for products that are Hazardous Materials, ORMD, Prescription, or Regulated cannot be accepted.
. Credits for returns are issued only to original purchaser.
. No cash refunds issued for under $25.00. Credit balance will be applied to future purchases made within 180 days.
. All returns must have an RGA number (returned goods authorization number can be obtained from our Customer Service Department--see "Returns Procedure"). All unauthorized returns are subject to a 15% processing fee and a $10 administrative charge.
. All returns must be in original packaging and received in new and resalable condition. For applicable restocking fees consult the chart below:

Days Elapsed Applicable Restocking Fees

Under 30 No restock fee on items shipped UPS. 15% of price of returned item on truck shipped items

30-60 25% of price of all returned items

61-90 50% of price of all returned items

Sorry, no returns will be accepted after 90 days.

Returns Procedure
. Contact Customer Service at 1-800-889-1994, Monday through Friday from 8:00 a.m.-8:00 p.m. EST for a returned goods authorization number (RGA number) and instructions. Write the number on the outside of your return shipment and send package to Medco, 500 Fillmore Avenue., Tonawanda, NY 14150. All return shipping expenses are paid by the customer. Items must be returned within 30 days of receiving RGA number. returns procedure continued
. If you receive merchandise as a result of a Medco error, we will pay for the return shipping expense and no restocking fee will be applied.
. For all other returns, we will credit your account for returned merchandise, minus the required restocking fee, once merchandise has been received, inspected and confirmed to be in resellable condition. Credits will not be issued for items received in non-resalable condition. The customer is responsible for properly packaging and protecting the item during its shipping back to Medco. Initial freight charges are not credited. All credits must be redeemed within 180 days.

Return to top