FrequentlyAsked Questions

CONTACT

How do I contact AllDayMedical.com?

You may contact us via phone at 877.330.7770 or via Live Chat option located at our homepage.

Are you looking for special offers and/or exclusive promotions?

We will send out periodic e-mails announcing special offers and/or promotions for medical equipment products and supplies.

What is a Live Chat?

Live Chat will allow you to send questions / comments to AllDayMedical.com specialists regarding any medical equipment listed on our website. We will respond to your inquiries within 48-72 hours of receiving the request for additional product information.

Does AllDayMedical.com offer any technical medical equipment support or advice?

AllDayMedical.com will provide you with basic medical equipment advice and technical support. Issues that require assistance that cannot be resolved by our specialists should be directed to the product manufacturer. In these cases, please contact the manufacturers for accurate answers to your technical questions regarding the product.

Does AllDayMedical.com have a brick and mortar store or facility where I can physically pick-up products and/or supplies?

We do not have a store or physical facility. All orders can be placed online, by phone, or email and will shipped via FedEx or UPS. We do not provide in-person customer service.

ORDERING

Does AllDayMedical.com accept phone, fax, or email orders?

AllDayMedical.com accepts phone, fax, and email orders.

How do I know that my order was placed correctly?

Upon completing your order you will see an order confirmation page appear on the browser. You will also receive a confirmation email after your order request has been processed. If you have any questions regarding your order status please contact our Customer Service Department at 877.330.7770 or send an order status request via Live Chat to make sure your order was received and processed.

I think I may have inadvertently placed a duplicate order. What should I do now?

Call AllDayMedical.com customer service at 877.330.7770 or send in a comment via Live Chat. We will void the order for you as long as it has not yet been invoiced or shipped. If duplicate orders have been shipped, obtain the tracking number(s) for the order(s) you do not want and call shipping carrier to refuse those shipments. You will be refunded in full when those items are returned to AllDayMedical.com

After I submit an order with AllDayMedical.com, how will I be advised of the order's progress?

AllDayMedical.com will keep you informed of your order via e-mail. Your tracking number will be emailed to you once the item is shipped. You may also check your order status online.

How can I check my AllDayMedical.com order status online?

Upon placing an order with AllDayMedical.com you will be prompted to create an account login that will allow you to view you order status. Please use you account login to check your order status online.

I checked my order status online and was advised that my order has been voided. Why?

If an order is placed but the credit / debit card is declined or the shipping address cannot be verified, then the order will be voided. There is no way to regenerate a void order; you'll have to re-order online. Please call AllDayMedical.com customer service at 877.330.7770 or contact us via Live Chat if you believe there's been an error.

Can I add, change or remove items from my order after it has been submitted?

No. Once an order is submitted it can only be amended or edited by calling AllDayMedical.com customer service at 877.330.7770. Once our warehouses have scanned an order, items cannot be added or deleted. Once any box from an order is shipped, the order cannot be voided.

How long does it generally take to process an order?

It takes one to two business days for us to process an order (prior to shipping it). Once the order has shipped, your estimated time of arrival will be determined by your selected shipping method and your local FedEx / UPS guidelines for delivery.

AllDayMedical.com offers Rush Processing for orders placed before 12PM CST (Central Standard Time) for a small additional fee. AllDayMedical.com will put forth its best efforts to ship your order on the same day as it was placed, however, we cannot guarantee this. If we fail to ship your order on the same day, we will refund the Rush Processing fee.

May I combine two separate orders to save on shipping costs?

As a general rule, we do not combine orders. However, if you call us before your orders are processed; we can cancel your orders so you can place a single order for all the items you want. Please understand that we cannot cancel an order once it has been scanned by our personnel.

Can I reactivate an order that has been voided / cancelled?

No, you'll have to re-order online.

May I take advantage of a manufacturer mail-in rebate through AllDayMedical.com?

No. Manufacturer mail-in rebate offers are fulfilled by the manufacturer exclusively. The prices on our website do not include rebate savings. Use of these rebates is limited to any terms or conditions provided by the manufacturer. If you have any questions regarding a rebate's terms & conditions and/or how to redeem the rebate, please contact the manufacturer directly.

How do I change my AllDayMedical.com login ID?

1. Click the My Account button located at the top right of the AllDayMedical.com webpage.

2. Click Account Settings under the Options menu to your left. You must be logged in.

3. Change your AllDayMedical.com login ID by updating your email address accordingly.

I am getting a message: "SORRY YOUR ACCOUNT HAS BEEN LOGGED OUT.€ How do you re-active my account?

The server allows 3 login attempts in 5 minutes. Beyond that, it will "time out" the account, and login will be forbidden. If this has occurred, please call 877.330.7770 to re-active your account.

Is the AllDayMedical.com website secure? What security features are in place to safeguard my information?

Security is of the highest priority at AllDayMedical.com. When you submit sensitive information via the website, your information is securely protected.

When you enter sensitive information (such as your credit card number) using AllDayMedical.com website, that information is encrypted and is protected with the best encryption software currently available in the industry. AllDayMedical.com uses the most advanced form of SSL software available: 128-bit encryption.

Does AllDayMedical.com sell or release my personal information?

Above all, we value your privacy. All information submitted to AllDayMedical.com will NOT under any circumstances be sold or released to an outside third party without your consent. Please see our Privacy Policy for additional details.

My shopping cart is not working correctly. What can I do?

Shopping cart problems may occur for the following reasons:
1. Cookies are not enabled, or your browser is configured to block AllDayMedical.com cookies.
NOTE: In some cases, the cookies on your computer may become corrupted. If you've verified that AllDayMedical.com is being accepted and you're still experiencing problems with the shopping cart, please clear your cookies and cache, close your browser and try again.
2. The master clock on the computer is not properly set.
3. The computer you're using is behind a firewall.
4. The item you are trying to purchase is sold out, or there is a lesser quantity than you wish to purchase.
5. You are using a browser released prior to Internet Explorer 5.1.
6. If all else fails, restart your computer. You may also want to try to access AllDayMedical.com from a different computer.

I cannot login to the AllDayMedical.com account via the website. What can I do?

If you are entering the correct login name and password, and your account has not been suspended due to fraud or chargeback, please try the following:
1. Enable Cookies.
2. Enable Javascript.
3. Clear existing cookies and cache.
4. Make sure the date/time on your computer is correct for your time zone.
5. Make sure you do not block our site or our image
6. If you are using Internet Explorer, set your security profile to Medium and enable "Override automatic cookie handling". (Tools > Internet Options > Privacy tab > Advanced)

Does AllDayMedical.com have a paper catalog?

No. Our online catalog at AllDayMedical.com is currently the only available catalog.

What happens if an item is backordered?

Any item that is out-of-stock after the initial order has been placed will automatically be removed from your order. We will not hold up an order because an item is backordered or out-of-stock. You account will not be charged for the backordered (out-of-stock) item or for the shipping cost of the item. The item that was backordered will have to be re-ordered online when it becomes available again.

Upon receiving the product from AllDayMedical.com, what if I am missing an item/supply from my order?

First, verify that you've received a box for each tracking number associated with your order. If all boxes have been delivered but you're still missing an item, then please call AllDayMedical.com Customer Service at 877.330.7770.

Can I back order an item that is out-of-stock?

Yes, you can order items/supplies even when they are sold out or out-of-stock. For all backorders, AllDayMedical.com will not charge you until all backorder items have been shipped to you.

Can I pre-order a product that is not yet in stock?

Yes. Please note that AllDayMedical.com will not charge you until all pre-ordered items have been shipped to you.

RETURNS (RMA'S)

Is it mandatory to have an RMA (Return Merchandise Authorization) number in order to return a product to AllDayMedical.com?

Yes. In order to submit a product for a return it is absolutely mandatory to obtain an RMA number from AllDayMedical.com customer service representative. A customer service representative can be contacted at 877.330.7770 to issue an RMA number.

To qualify for a refund, the RMA number must be visibly displayed on the shipping label of the package containing the returned product(s).

What information do I need to provide to AllDayMedical.com customer representative to obtain an RMA number?

When calling a customer service representative to obtain an RMA number, please be prepared to provide the following information:

• First and Last name
• Address (City, State, and Zip Code)
• Contact Phone Number
• Invoice number
• Product serial number (if applicable)
• Explain the problem with the purchased product and/or supplies

May I exchange my RMA'd item for a different product?

No. AllDayMedical.com does not exchange RMA medical equipment for other products / supplies. We will only replace an RMA'd product / supplies with an exact replacement product of the same make and model. If the 30-day return policy period for a refund has not yet expired, you can request an RMA Refund (subject to 30% restocking fee), order a new item, and we'll refund your original purchase after we receive your returned product.

Does AllDayMedical.com pay the return shipping cost for defective merchandise?

AllDayMedical.com will reimburse the shipping costs of returning any defective merchandise. For all other returns, customers are responsible for all shipping costs.

NOTE: Certain items may be returned for repairs only instead of refunds due to manufacturers' return policies.

Approximately how long will it be before a refund/credit actually appears on my credit/debit card?

Refunds will be issued on all credit card purchases once the product is received. There may be a two to four week delay in issuing credits on returned items purchased by check or money order.

How long does it take for AllDayMedical.com to process an RMA?

RMA processing time may vary depending on the product and reason for the return but generally processing time is 5-7 business days once the RMA is received. The RMA must also meet all following criteria:

1. RMA number must be clearly identified in shipping label or on package.
2. All returned items and pieces must be in resalable condition and include original packing material, manuals, blank warranty cards, and other accessories provided by the manufacturer.
3. No physical damage caused by customer or by carrier.
4. Product(s) are NOT out of warranty when received by AllDayMedical.com.

NOTE: Certain products may not be returned due to hygiene issues (e.g., commode chairs, raised toilet seats, shower / transfer benches, other bathroom safety aids, used incontinence or diabetic supplies, etc.).

Is it necessary to return each individual accessory when I send in a return? What should I include with my RMA?

Yes. All products must be returned within 30 days from purchase date with all original items and accessories included. The return product must be in a resalable condition and must include original packing material, manuals, blank warranty cards, and other accessories provided by the manufacturer. AllDayMedical.com will not accept RMA returns that are incomplete. Incomplete RMAs will be returned to you. In most cases, items sent in for RMA replacement will be replaced with a full product set, including accessories.

Does AllDayMedical.com apply restocking fees?

AllDayMedical.com applies 30% restocking fee on all returns for refund. We apply this 30% restocking fee for all RMA's to encourage customers to purchase products that they intend to keep.

What if I return a product / supplies to AllDayMedical.com after 30-day allowable return period?

AllDayMedical.com reserves the right to authorize product returns beyond 30 days from the purchase date. If the product is accepted after 30 days, credit will be issued toward future purchases only. Customers will be charged the cost of reshipment for returned items that have not been authorized.

I received an email indicating that the item I RMA'd for a replacement is no longer available or is backordered. What happens now?

If an RMA item is found to be on backorder and we cannot obtain the item, you will be notified by email and offered a similar replacement or a refund. We try to contact every customer in this case to find an agreeable replacement item or refund amount.

I received an email indicating that the serial number of a product that I have RMA'd does not match the serial number of the product I originally purchased from AllDayMedical.com. What should I do?

AllDayMedical.com tracks and maintains serial numbers on all products we ship to our customers. In some cases, our customers accidentally RMA products that were not obtained at AllDayMedical.com. If this occurs, the product(s) in question will be shipped back to the customer with a request to send the correct product(s).

FedEx / UPS has returned my package to AllDayMedical.com. What happens now?

Refunds will be issued on all credit card purchases once the package is received by AllDayMedical.com from FedEx / UPS. There may be a two to four week delay in issuing credits on returned items purchased by check or money order. An email notification will be sent out to notify the customers that the returned package has been received by AllDayMedical.com.

PAYMENT

Does AllDayMedical.com require verification of my shipping address for credit card transactions?

Yes. For fraud prevention purposes, if your billing and shipping addresses are different, AllDayMedical.com will require address verification through a Credit Card Authorization form. The form will be included in the confirmation email. Please complete this form and fax to our customer service at 877.555.5555.

What are AllDayMedical.com payment methods?

AllDayMedical.com accepts the following payment methods via the website:>

• Visa
• MasterCard
• Discover
• American Express
• No Purchase Orders, Fax or C.O.D. orders will be accepted. We do not currently accept international credit cards at this time.

If you place a phone order, then other payments methods, such as personal check or money order may be accepted by the customer service representative. We do not accept cash payments.

Do you charge sales tax?

For Illinois residents, the sales tax is currently at 10%. For all other residents, there is no charged sales tax.

I am a tax-exempt government employee. How do I place an order with AllDayMedical.com without being charged for tax?

After placing an order, please contact our customer service at 877.330.7770 and tell them that you are a Tax-Exempt Organization.

I am a Tax-Exempt Organization (i.e., Durable Medical Equipment supplier). How do I use by tax-exempt license with AllDayMedical.com?

After placing an order, please contact our customer service at 877.330.7770 and tell them that you are a Tax-Exempt Organization.

Why did AllDayMedical.com decline my credit or debit card when there are definitely funds available?

There are several reasons for a declined credit / debit card. For instance:

• You have incorrectly entered credit card number and/or expiration date.
• A daily debit / credit card limit has been reached.
• Insufficient credit

If your credit / debit card has been declined, then please contact your credit/ debit card company for more information.

Does AllDayMedical.com know the exact reason why my credit/debit card was declined?

During the transaction, the credit card company does not provide us with a specific reason for credit / debit card decline. Please verify that you've provided AllDayMedical.com with an accurate credit card number and/or expiration date. If your credit / debit card continues to be declined, then please contact your credit/ debit card company for more information.

SHIPPING

How do I get my UPS / FedEx tracking number?

The tracking numbers are automatically emailed to each customer once the ordered equipment or product has been shipped. Also, you may access your order status at AllDayMedical.com to obtain your tracking number. Please allow at least 72 hours for a tracking number to appear on our website, provided the ordered equipment or product is in stock.

How long does it take for me to receive my order?

Most products ship next day after the order has been received and confirmed by AllDayMedical.com. We ship most of our products via UPS or FedEx Ground service. Please allow 4-7 days for the order to arrive at your destination.

My UPS / FedEx tracking number is not found by the tracking system. What should I do?

Please contact us via phone at 877.330.7770 or via Live Chat to verify that you have the correct UPS / FedEx tracking number.

How do I contact FedEx?

Phone: 1-800-GO-FEDEX (1-800-463-3339)
Website: www.fedex.com.

How do I contact UPS?

Phone: 1-800-PICK-UPS (1-800-742-5877)
Website: www.ups.com

Why was a FedEx / UPS Shipping Notice left at my front door?

A FedEx / UPS Shipping Notice was left on your door because an attempt was made by the carrier to deliver your package, however, the driver was not able to leave the package at the front door. The FedEx / UPS Shipping Notice should indicate the next date and time range a new delivery attempt will be made by the carrier. If the carrier is not able to deliver the package after 3 attempts, the package will be sent back to AllDayMedical.com.

In some cases the carrier is able to leave a package at another location within your residence (e.g., back porch or garage). In these cases, the FedEx / UPS Shipping Notice will specify where the package was left.

If you scheduled a package pickup with a UPS or FedEx carrier but were not available during the pickup date, your Fed Ex / UPS Shipping Notice will specify the next pickup date and time.

I was not home when a delivery was attempted, and a Fed Ex / UPS Shipping Notice was left on my front door. Will Fed Ex/ UPS attempt another delivery?

Yes. The carrier will attempt up to 3 delivery attempts, excluding weekends and holidays. If the carrier is not able to deliver the package after 3 attempts, the package will be sent back to AllDayMedical.com.

When will FedEx / UPS attempt its next delivery?

If this was FedEx / UPS first or second delivery attempt, the next delivery attempt will most likely be made on the next business day. Your carrier should have indicated on the FedEx / UPS Shipping Notice the approximate date and time range for the next delivery attempt.

Do you know when my FedEx / UPS package will arrive?

We cannot give a specific time when your package should arrive. FedEx / UPS Ground packages are typically delivered between 9:00 a.m. and 7:00 p.m., Monday through Friday.

You may track the status of the shipped package at www.ups.com or at www.fedex.com, depending on which carrier you picked when you ordered the product.

What should I do if an item is missing from my order?

First, verify that you've received a box for each tracking number associated with your order. If all boxes have been delivered but you're still missing an item, then please call AllDayMedical.com Customer Service at 877.330.7770.

Does AllDayMedical.com deliver to P.O. Boxes?

As a rule, AllDayMedical.com does not deliver to P.O. Boxes. However, we can ship to residential P.O. Boxes in rural areas.

Why did my order come in multiple packages when it all could have fit in one single package?

AllDayMedical.com makes decisions on how to package your items based on weight and/or size concerns. The most common reason why you received your package in multiple boxes is because our company uses multiple warehouse locations. Therefore, if products / supplies are stored in multiple warehouses, they cannot be boxed together.

FedEx / UPS has returned my package to AllDayMedical.com. What happens now?

Refunds will be issued on all credit card purchases once the package is received by AllDayMedical.com from FedEx / UPS. There may be a two to four week delay in issuing credits on returned items purchased by check or money order. An email notification will be sent out to notify the customers that the returned package has been received by AllDayMedical.com

Is it possible to request that UPS / FedEx hold my order in their facility? Can I have a package re-routed to an alternative location?

Due to fraud concerns, AllDayMedical.com does not instruct UPS or FedEx to hold packages for customers to pick up at their local facilities. We apologize for any inconvenience this may cause, but we this is a precautionary measure to safeguard your purchased items.

Similarly, AllDayMedical.com will not request UPS or FedEx to re-route a package to a different address

How do you calculate shipping costs?

Shipping costs are calculated by FedEx or UPS carrier based on the weight and size of the ordered product. When multiple items are order together, the shipping costs are usually reduced.

Does AllDayMedical.com ship internationally?

Yes. Please contact us at 877.330.7770 for international shipping rates.

When can I file a claim for a lost, damaged, misdelivered or tampered package?

For damaged, misdelivered or tampered packages, please contact Customer Service at 877.330.7770 within 5 business days of delivery.

For lost packages, please contact Customer Service at 877.330.7770 within 14 business days of not receiving your package.

Does expedited shipping option (Next Day Air, 2nd Day Air, etc.) guarantee that my order will be shipped the same day as it was placed?

No. All orders are processed and shipped within our 1-2 business day of when the order was placed with AllDayMedical.com, regardless of the shipping option selected. Although we can not guarantee same day shipping on any order, we promise to do our best to ship out all orders the same day they are placed. An order shipped using next day air will arrive in one business day from the day it is shipped.

To help ensure an urgent order is delivered to you as quickly as possible, AllDayMedical.com offers Rush Processing for orders placed before 12PM CST (Central Standard Time) for a small additional fee. AllDayMedical.com will put forth its best efforts to ship your order on the same day as it was placed; however, we cannot guarantee this. If we fail to ship your order on the same day, we will refund the Rush Processing fee.

PRODUCT MAINTENANCE

Does AllDayMedical.com provide medical equipment product maintenance for items such as wheelchairs, hospital beds, oxygen concentrators and other durable medical equipment?

AllDayMedical.com does not provide maintenance for durable medical equipment. If a purchased product is under warranty and becomes inoperable during the warranty period, then AllDayMedical.com will work with the product manufacturer to replace the malfunctioning equipment. The customer will still be responsible for shipping and handling costs of obtaining a replacement product.

If a product malfunctions and becomes inoperable after the warranty period has expired, then the customer will need to re-purchase a replacement product from AllDayMedical.com.

NOTE: We do not guarantee that all product replacements will be honored by manufacturer warranty. Certain products may require to be repaired versus replaced as stated in the terms and conditions set by the product manufacturer.

Does AllDayMedical.com offer extended warranty on purchased products and equipment?

Currently, we do not offer extended warranties on any medical equipment products.

Where can I obtain additional information on the products listed at AllDayMedical.com?

To obtain additional information on the products listed on our website you may directly contact the product manufacture or call an AllDayMedical.com customer representative at 877.330.7770 or post your questions / comment via Live Chat.

What type of product support does AllDayMedical.com provide?

Our company provides basic troubleshooting support only for products purchased via our website. We do not provide product support for equipment / products that have not been purchased through AllDayMedical.com.

If you require product support please send us your inquiry via Live Chat option and we will try to troubleshoot your issue.

How quickly should I expect to receive a response from AllDayMedical.com regarding the troubleshoot issue?

We strive to provide you with an accurate and convenient troubleshooting service in a timely manner. You can expect:

• An acknowledgement that we have received your inquiry will be emailed to you within 24 hours of your inquiry request.
• Resolution to your inquiry is usually provided within 3 business days.
• If equipment requires to be repaired, most repairs are completed and the equipment is returned to the customer within 14 business days.
• Products replaced through manufacturer product warranty will arrive within a few days of the customer's call, provided the product or equipment is in stock.

INSURANCE BILLING

Does AllDayMedical.com provide €œcourtesy billing€ for patients that have Medicare or other types of medical insurance?

At this point AllDayMedical.com does not offer courtesy billing to our customers. If you have any question regarding €œcourtesy billing€ please contact us at 877.330.7770 or via Live Chat so we may discuss available options.