FAQ  

ORDERING

Do I need to notify Nelson Medical Supplies before sending a return?


A: Not necessarily, but before pulling the trigger, we recommend letting our Customer Service Team know by email sales@nelsonmedicalsupplies.com. Because we do not offer free returns, we can at least go over our Returns Policy and clarify any inquiries prior to your decision. Just a heads up, the return process could be costly due to 1) again, we do not cover return shipping and 2) per policy, we will deduct a fee on orders with Free Shipping included.




Can I exchange instead?


A: Sorry, but we do not offer exchanges as this will cause a lag in getting the product you truly want. We recommend submitting a new order, and returning the first order separately.




How many days do I have to send a return?


A: Acceptable returns are within 30 days of receiving your order. After 30 days, we cannot guarantee a refund will be approved. For infection prevention equipment such as: surgical mask, n95 respirator, infection prevention kit, we don't offer return.




If I used the product, can I return it?


A: Nope. Any used merchandise will render it unacceptable for a refund. We only allow returns that are in its original condition: brand new, unused, not damaged, packaging intact. If your return is clearly used, we may issue a restock fee or reject. If rejected, you are responsible for the return shipment back to you.





SHIPPING

Can you ship to Alaska and/or Hawaii?


A: Our Checkout is not yet configured for shipping to Alaska and Hawaii. For alternative options, please contact our Customer Service Team by email sales@nelsonmedicalsupplies.com.




Can I expedite my order?


A: Yes, we offer USPS first class 5-Day, which delivers Monday to Friday only. While we will do our best to prioritize your express method, please take into consideration that normal processing is 1 to 3 business days. For instance, if you place an order on Thursday expecting to receive in 2 days (Saturday), realistically your order will be delivered the following week due to processing time and no weekend/holiday delivery.




Do you ship internationally?


A: At this time, we only ship within the US . We do not offer international shipping. Also, our Checkout Cart will only accept US issued credit cards. An alternative suggestion is to use PayPal with a confirmed shipping address in the US such as an international freight forwarding company. We are not affiliated with any forwarding service and unable to offer suggestions.




The subtotal on my shopping cart is above $100.00. Why am I still getting charged for shipping?


A: We don't offer free shipping.




My package shows delivered, but its not here?


A: Please first check in with other members of household or possible neighbors to see if they may have signed for it or held it aside for safe keeping. If product still is reported missing please contact Customer Service by email sales@nelsonmedicalsupplies.com, provide them with your order number and they will look into this further. For all lost packages Nelson Medical Supplies is responsible for first filing a Retrace Investigation with our shipping providers with a 14 day period. If 14 days has passed prior to us finding out we will still try however there is very little that can be done at this point. The retrace investigation can take up to 72 hours. Once over, Nelson Medical Supplies will then review the case and provide you with next steps in possibly rectifying your situation. Each case is different and is very dependent on information retrieved during retrace investigation. Please note that we cannot refund your purchase for lost or "Porch Pirated" packages. Our best course of action is to reimburse in form of Store Credit towards a future purchase or ship out a replacement medical supplies.





RETURNS & EXCHANGES

Do I need to notify Nelson Medical Supplies before sending a return?


A: Not necessarily, but before pulling the trigger, we recommend letting our Customer Service Team know by email sales@nelsonmedicalsupplies.com. Because we do not offer free returns, we can at least go over our Returns Policy and clarify any inquiries prior to your decision. Just a heads up, the return process could be costly due to 1) again, we do not cover return shipping and 2) per policy, we will deduct a fee on orders with Free Shipping included.




Can I exchange instead?


A: Sorry, but we do not offer exchanges as this will cause a lag in getting the product you truly want. We recommend submitting a new order, and returning the first order separately.




How many days do I have to send a return?


A: Acceptable returns are within 30 days of receiving your order. After 30 days, we cannot guarantee a refund will be approved. For infection prevention equipment such as: surgical mask, n95 respirator, infection prevention kit, we don't offer return.




If I used the product, can I return it?


A: Nope. Any used merchandise will render it unacceptable for a refund. We only allow returns that are in its original condition: brand new, unused, not damaged, packaging intact. If your return is clearly used, we may issue a restock fee or reject. If rejected, you are responsible for the return shipment back to you.





AFFIRM FINANCING

Can you ship to Alaska and/or Hawaii?


A: Our Checkout is not yet configured for shipping to Alaska and Hawaii. For alternative options, please contact our Customer Service Team by email sales@nelsonmedicalsupplies.com.




Can I expedite my order?


A: Yes, we offer USPS first class 5-Day, which delivers Monday to Friday only. While we will do our best to prioritize your express method, please take into consideration that normal processing is 1 to 3 business days. For instance, if you place an order on Thursday expecting to receive in 2 days (Saturday), realistically your order will be delivered the following week due to processing time and no weekend/holiday delivery.




Do you ship internationally?


A: At this time, we only ship within the US . We do not offer international shipping. Also, our Checkout Cart will only accept US issued credit cards. An alternative suggestion is to use PayPal with a confirmed shipping address in the US such as an international freight forwarding company. We are not affiliated with any forwarding service and unable to offer suggestions.




The subtotal on my shopping cart is above $100.00. Why am I still getting charged for shipping?


A: We don't offer free shipping.




My package shows delivered, but its not here?


A: Please first check in with other members of household or possible neighbors to see if they may have signed for it or held it aside for safe keeping. If product still is reported missing please contact Customer Service by email sales@nelsonmedicalsupplies.com, provide them with your order number and they will look into this further. For all lost packages Nelson Medical Supplies is responsible for first filing a Retrace Investigation with our shipping providers with a 14 day period. If 14 days has passed prior to us finding out we will still try however there is very little that can be done at this point. The retrace investigation can take up to 72 hours. Once over, Nelson Medical Supplies will then review the case and provide you with next steps in possibly rectifying your situation. Each case is different and is very dependent on information retrieved during retrace investigation. Please note that we cannot refund your purchase for lost or "Porch Pirated" packages. Our best course of action is to reimburse in form of Store Credit towards a future purchase or ship out a replacement medical supplies.





Wholesale

Can you ship to Alaska and/or Hawaii?


A: Our Checkout is not yet configured for shipping to Alaska and Hawaii. For alternative options, please contact our Customer Service Team by email sales@nelsonmedicalsupplies.com.




Can I expedite my order?


A: Yes, we offer USPS first class 5-Day, which delivers Monday to Friday only. While we will do our best to prioritize your express method, please take into consideration that normal processing is 1 to 3 business days. For instance, if you place an order on Thursday expecting to receive in 2 days (Saturday), realistically your order will be delivered the following week due to processing time and no weekend/holiday delivery.




Do you ship internationally?


A: At this time, we only ship within the US . We do not offer international shipping. Also, our Checkout Cart will only accept US issued credit cards. An alternative suggestion is to use PayPal with a confirmed shipping address in the US such as an international freight forwarding company. We are not affiliated with any forwarding service and unable to offer suggestions.




The subtotal on my shopping cart is above $100.00. Why am I still getting charged for shipping?


A: We don't offer free shipping.




My package shows delivered, but its not here?


A: Please first check in with other members of household or possible neighbors to see if they may have signed for it or held it aside for safe keeping. If product still is reported missing please contact Customer Service by email sales@nelsonmedicalsupplies.com, provide them with your order number and they will look into this further. For all lost packages Nelson Medical Supplies is responsible for first filing a Retrace Investigation with our shipping providers with a 14 day period. If 14 days has passed prior to us finding out we will still try however there is very little that can be done at this point. The retrace investigation can take up to 72 hours. Once over, Nelson Medical Supplies will then review the case and provide you with next steps in possibly rectifying your situation. Each case is different and is very dependent on information retrieved during retrace investigation. Please note that we cannot refund your purchase for lost or "Porch Pirated" packages. Our best course of action is to reimburse in form of Store Credit towards a future purchase or ship out a replacement medical supplies.





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Walnut CA 91789

 

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