Frequently Asked Questions

Below are some frequently asked questions. You can also view our Help page or contact us if you have additional questions.

Expand All + / Collapse All -

How do I view the status of my order?

View the Status of an Order

1. Sign in to your account.
2. Select the Account drop-down menu to the upper right-hand corner.
3. Click View My Orders from the upper right-hand side drop-down menu.
4. Click the OrderID link.

The tracking information will be near the bottom of the screen.

What does backorder mean?

A backorder is when a product has been depleted of stock but future inventory is expected.

A backorder date is an estimated date of when a product is expected back in the warehouse.

The date shown is the next anticipated restock date. These dates may change at any time and may not reflect on the current order.

If you have an order with a backordered product; rest assured that your product will ship to you immediately upon restock.

Should there be any further delays, we will notify you via email.

International Shipping

International Shipping is qualified; however, this will depend on the supplier and item(s) you choose.

We recommend submitting your order online with your requested items, quantities, and shipping address. A representative will contact you with International Shipping costs prior to processing your order. (International fees include; Alaska, Canada, Guam, Hawaii, and Puerto Rico.)

Please note that International, Customs, and Border fees may apply.

We request Wire Transfer payment for International orders.

You may also use your own US Freight Forwarder of your choice to proceed with an international order.

How do I cancel my order?

Instructions to Add a Payment Method

1. Sign in to your account.
2. Select the Account drop-down menu to the upper right-hand corner.
3. Click View My Orders from the upper right-hand side drop-down menu.
4. Click the OrderID link.
5. Click Return/Replace Products button.
6. Fill in the fields.
7. Click Return Products button.

Please note that each product lists the cancellation and return policy of both the manufacturer and product specific policies; however, all PPE and Pandemic related items are non-cancellable and non-returnable.

How are we different than any other online store?

We are a software development company putting you, in most cases, DIRECT to major manufacturers in many different markets! It is our goal to bring you the best industry prices possible by eliminating traditional distributor expenses and taking you directly to the manufacturers! Our products are shipped directly from the manufacturers and in some cases, master distributors, eliminating the traditional expenses required to warehouse products in inventory. Because of our very low overhead expenses, we can offer these products much lower than traditional companies. We don't like to think of ourselves as an online store, but more as a portal, linking you directly to the manufacturers.

How does the website and software work?

As a customer, you shop on the website and locate the products you wish to purchase. You can shop in various ways, such as: (a) using the SEARCH tool to search any term or part number; (b) viewing a preset list of products; (c) browsing by "Categories," "Brands," or "Markets"; and many other ways. Once you find the products you want to order, select the quantities then click on "Add to Cart." Behind the scenes, our software looks at each specific product you have added to your cart to determine which manufacturer or vendor will receive your order. The software then calculates any applicable shipping fees, taxes, or other fees associated with your complete order. As soon as you place the order, our software instructs the each manufacturer or vendor to ship your product(s) directly to you. This allows you a wider range and variety of available products to review, and at the best possible pricing; since most products come straight from the manufacturers!

What type of products do we sell?

We offer a wide range of products. Our core industry is the medical industry, but within this industry there are many various markets; such as doctors, hospitals, dentists, and veterinarians. We also offer products for many other markets such as tattoo and piercing, medical spas, food service, and hospitality. We offer all types of supplies, including disposable supplies, capital equipment, and durable medical equipment (DME).

In what order are products displayed to me on the website?

This is a great question, and one of our most often asked questions! Products are usually displayed by unit costs, or EA costs. So a product might be available for purchase at a box-level and also at a case-level. The EA cost shows the actual per unit costs of that item. The EA cost is almost always less when you purchase at a case-level for example. By sorting and displaying by the EA cost, it is easy and quick to determine which product has the lowest price per unit.

How do I place an order?

View, Search, or Browse for products, locate the products you wish to purchase, select the quantities, and select Add to Cart. (If you are a new user, you will need to Register first) Select submit, review your order, enter your payment information, and submit the final order. We will handle the rest and engage each applicable manufacturer required to fill your order! Our software does the work for you!

How are the various relationships setups?

We are a software development company, bringing manufacturers and vendors closer to Practices and customers. The relationship is manufacturer to us, and then us to customers. All billing and payment transactions follow this setup, and come through us. If at any time a customer or potential customer requires a manufacturer's representative to contact them, we will relay this request to the manufacturer and facilitate this request.

Are all the products available for me to purchase?

Yes and No. The majority of the products are available for anyone and everyone to purchase; regardless if you are an individual, an organization, or a licensed professional. There are some products (pharmaceuticals for example) that require the customer to have an RX license or other licenses.

The prices are extremely low. How can we make money with the prices so low?

Because we are a software technology company, and because in most cases our products ship directly from manufacturers and major vendors, we are able to keep the prices very low. We do not have the traditional expenses; such as warehousing costs, sales people salaries, and commissions.

Am I required to provide a list of products and quantities before I can receive pricing?

Absolutely not. Unfortunately this is how much of the industry operates. We do NOT operate this way. Pricing is upfront and very transparent.

Can I receive better pricing, based on how much I order (I order a lot!)?

No. We know this is what you may be used to seeing and the typical way of doing business, but this is not how we operate. There are 2 reasons for this: 1) because we are a software development company, we are able to operate at very small margins and we do! And 2) we don't think it is fair to change prices based on your size. We think all customers should be privileged to the same low pricing, and not depend on who they know or how well they can negotiate. It is our job to negotiate with the manufacturers, you shouldn't have to, and don't have time to worry about that. There are no secrets in our pricing, what you see is what you get!

Do we have sales people that can come to my location to sell me products?

No. We are a software development company putting you, in most cases, DIRECT to major manufacturers! It is our goal to bring you the best industry prices possible by eliminating traditional distributor and sales people expenses. We take you directly to the manufacturers. If you ever have any questions, please call or email us anytime! If at any time a customer or potential customer requires technical support or has specific questions on the use of a product or piece of equipment, you can request to us that a manufacturer's representative contact you. We will relay this request to the manufacturer and facilitate this request.

I am a manufacturer or vendor, how do I list our products?

Our relationships with our manufacturers and vendors are very important to us. If you believe you can offer the best pricing in the industry on your specific products, please contact us and we will get you setup as a manufacturer or vendor. But, please keep in mind it does no good to offer your products on our system if you do not offer the lowest prices for your products or unless you have unique products no other manufacturers are offering.

Do I need an account number to log in?

No, an account number (nor site number) is not needed to log in; only a username and password. An account number is what is assigned to each customer.

What is an Account Number (or Site Number)?

An account number is the number assigned to all affiliated organizations; both vendors and customers. From a vendor standpoint, an account number can be disregarded, or the vendor can use this number as a Ship To account or Sub Account number for customers. You will see the account number referenced in all our documents (i.e. Invoices, POs, etc.) .

How long will it take to receive my order?

Once you submit your order, it is immediately processed. Depending on your payment choice and if you have an existing relationship with us or you are a new customer, our software correlates your order and notifies each applicable manufacturer right away. Each manufacturer is slightly different, but typically orders are shipped out the same day or next day via UPS or FedEx ground. Expedited shipping is also available. On some occasions, items may be on delay from the manufacturer. In this case, we will notify you.

Will I receive multiple shipments for my order?

This depends on a number of factors; size of your order, mix of products, number of manufacturers involved in filling your order, and if all products are immediately available or if any products are on a manufacturer's backorder.

Will I receive tracking information for my order?

Yes. As soon as we receive tracking information from the manufacturer(s) and vendor(s), we will convey this information to you. This information is entered by the manufacturers directly into your account.

How do I view my invoices we have received?

Log into the system and then select the Orders tab at the top of the screen. Here you will find all of the invoices you have received.

What reports am I able to view?

After you login, you will be able to view specific reports based on your login. If you are logged in as a customer, you will see reporting on past and present purchases made, trends, and other account type data. If you are a practice, you will see reporting on all your locations.

Can't find what you need? We can help!

See our Help section common questions

Chat with us ()

Call us anytime during regular business hours: (800) 637-2080

Email us 24 hours a day: