Delivery Policy

At Medical Supply Depot, we are committed to getting you your items as quickly and as smoothly as possible. Please note that to do this, we have to have a system. Please read the following, so you know what to expect, and can plan your orders accordingly.

Standard Delivery
Orders to the lower 48 states are typically shipped by UPS or FedEx Ground, though some are shipped through the US Postal System. Items generally arrive within 1-3 business days, though some may take as long as 7. (See our Shipping Policies page for details.)

Please note that due to shippers’ restrictions, we cannot ship to a PO Box. Even if you think your item is going to fit.

Most larger, hard-to-lift items, such as scooters, wheelchairs and lift chairs, usually leave the warehouse within 1-3 business days via a common carrier or freight company. Thus, shipping may actually take 5-7 business days from the time the order leaves the warehouse. The freight company will contact you when the item has arrived at their local facility and schedule a delivery time that is convenient for you.

Note that for freight items, our "FREE SHIPPING" covers only ground-floor and curbside deliveries. Unpacking and setup are not included either, but are available with our Premium Service Upgrade.

Premium Delivery Service
Our Premium Delivery Service adds convenience and peace-of-mind when you order large items, such as lift chairs. If you order this service, we will ship your order to an local specialist, who will inspect it upon receipt, and then fully set it up in your home at a time of your choosing. The specialist can also train you in use of the item and remove all packing materials from your property. (Please allow an additional 5-7 business days for this service.)

Delivery Issues

Refused Delivery
Undamaged items that are refused upon delivery, orders cancelled by the customer while in transit, orders with 3 or more failed delivery attempts, and items returned without first receiving an RMA (Return Merchandise Authorization) number will automatically incur a 35% restocking fee.

In addition, the original shipping (and Expedited Shipping) charges will be deducted from your refund, as we did bear that expense. (This includes items that we offer as "FREE SHIPPING", as the truth is that carriers don’t actually ship things for free, out of the goodness of their heart. They bill us for it, and “FREE SHIPPING” means that we eat that expense, out of loyalty to our customers.)

We are also not responsible for items that are lost due to customer refusal.
Lost Shipments
Packages that are lost in transit are usually located by the carrier and delivered. To avoid duplicate shipments, we can send replacements only after the claims process is complete. Although we are unable to expedite this process, be assured that we are working diligently to resolve matters.

However, Medical Supply Depot is not responsible for any shipments that are lost due to customer error. Please make sure to enter all of your information correctly when placing the order. If you've given us an address that doesn't exist, that is not our fault.

If your tracking information shows that the item has been delivered, but you don't think you got it, make sure to check everywhere. Occasionally, if you're not home, a carrier will leave a package with a neighbor, a building manager, on the back porch, or behind some bushes.

If there is no tracking information, or if the tracking information shows that the item has been returned to us, please contact us by phone or email. We may have the wrong shipping address, the driver may have unsuccessfully attempted delivery, or the carrier may have lost it.
Damaged Items
We understand that products may become damaged in transit, or that occasionally, there may be a manufacturer defect. Rest assured that if this happens, we will stand by you and do everything we can to resolve matters -- at no expense to you.

However, for us to offer this level of service, we need a little help from you. Make sure to inspect every item upon delivery, looking, specifically, for an sign of damage on the boxes, which may indicate damage inside the boxes as well. Even if you're not planning on using the item for a while, we need you to look it over immediately, and if the item is damaged, to report the damages or refuse delivery and contact us immediately. (That way, we know it was the carrier who damaged it.)

Most carrier's policy is that damage must be reported within 24-48 hours of delivery. Failure to do so may result in a charge for an otherwise-free replacement item.

If you noticed the damages after the driver has already left, contact the carrier immediately, and keep the packages in as-delivered condition until someone arrives to inspect it.

Our standard policy is to repair or replace all damaged items as soon as possible at no additional charge. However, if you’d rather exchange it for a different item, the "Standard Return Policy" applies, there may be restocking fees, and shipping costs will be deducted from your credit. (See our Return Policies page for details.)

Medical Supply Depot is committed to providing you with reliable, dependable service. Please contact us with any comments or questions, and we will try to address them in an efficient manner.

Questions?
Monday-Thursday 10am-5pm EDT
Friday 10am-2pm EDT
(888) 874-3831
info@medicalsupplydepot.com

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The Medical Supply Depot, Inc. 1702 47th Street Brooklyn, NY 11204 (718) 785-5791