FAQ  

ORDERING

Do you charge tax?

A: Since we have a physical presence/facility in California, we must collect applicable sales taxes from online customers in California. If the billing or shipping address is in California, by law we are required to collect 7.75% sales tax. If your address is outside of California, sales tax is exempt.



Why is my card getting declined?

A: Possible reasons your transaction declined at Checkout: You entered a billing address that does not match the information on file with your card issuer. This is the #1 error most customers experience. You entered a CV2/security code that does not match your card. You entered an international card. Rejected by your card issuer. Contact your card issuer for clarification. We do not have any control over a financial entity's actions.



What's the statu of my order?

A: Processing may take 1 to 3 business days (excluding weekends and holidays). During the busy seasons (spring and summer), we may need additional time because of the heavy volume of sales.
If you feel that your order is taking longer than expected, please contact Customer Service at sales@nelsonmedicalsupplies.com to check on the status.



Is this item in stock?

A: We will do our best, but we cannot guarantee the likelihood. Immediately contact our Customer Service Team by email support@citygrounds.com for any changes to be made on a pending order.



I already placed an online order. Can I edit my shopping cart?

A: We will do our best, but we cannot guarantee the likelihood. Immediately contact our Customer Service Team by email sales@nelsonmedicalsupplies.com for any changes to be made on a pending order. We cannot update an order: We are unable to perform this update if already fulfilled, shipped and on its way to you.



I entered a different billing and shipping address. Why does customer service need to follow up with me?

A: Different billing and shipping addresses are acceptable; however, it is within Nelson Medical Supplies’ standard procedure to contact the billing card holder for additional verification. This is simply our way of protecting your payment information. Customer Service will contact the card holder to finalize the order. Once we have all the necessary details re-verified by you, we will contact the issuing bank of your card for final verification.



When will my payment method be charged?

A: Immediately at the point of sale. Our payment processor automatically captures your payment prior to order fulfillment.



SHIPPING

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.



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

Do you charge tax?

A: Since we have a physical presence/facility in California, we must collect applicable sales taxes from online customers in California. If the billing or shipping address is in California, by law we are required to collect 7.75% sales tax. If your address is outside of California, sales tax is exempt.



Why is my card getting declined?

A: Possible reasons your transaction declined at Checkout: You entered a billing address that does not match the information on file with your card issuer. This is the #1 error most customers experience. You entered a CV2/security code that does not match your card. You entered an international card. Rejected by your card issuer. Contact your card issuer for clarification. We do not have any control over a financial entity's actions.



What's the statu of my order?

A: Processing may take 1 to 3 business days (excluding weekends and holidays). During the busy seasons (spring and summer), we may need additional time because of the heavy volume of sales.
If you feel that your order is taking longer than expected, please contact Customer Service at sales@nelsonmedicalsupplies.com to check on the status.



Is this item in stock?

A: We will do our best, but we cannot guarantee the likelihood. Immediately contact our Customer Service Team by email support@citygrounds.com for any changes to be made on a pending order.



I already placed an online order. Can I edit my shopping cart?

A: We will do our best, but we cannot guarantee the likelihood. Immediately contact our Customer Service Team by email sales@nelsonmedicalsupplies.com for any changes to be made on a pending order. We cannot update an order: We are unable to perform this update if already fulfilled, shipped and on its way to you.



I entered a different billing and shipping address. Why does customer service need to follow up with me?

A: Different billing and shipping addresses are acceptable; however, it is within Nelson Medical Supplies’ standard procedure to contact the billing card holder for additional verification. This is simply our way of protecting your payment information. Customer Service will contact the card holder to finalize the order. Once we have all the necessary details re-verified by you, we will contact the issuing bank of your card for final verification.



When will my payment method be charged?

A: Immediately at the point of sale. Our payment processor automatically captures your payment prior to order fulfillment.



Wholesale

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.