Business Policies

Customer Pick-Up (CPU)

• All orders must be placed in advance. Customers can request Customer Pick-up the same day (1-2 hours notice) for in-stock items.
• $25.00 minimum order is required.
• Customer Pick-up hours: 8:00 am to 4:00 pm Monday – Friday
• Orders placed after 1:00 pm CT will be ready the following business day.

Business Delivery Policy In San Antonio

• All Orders under $250.00 will include a delivery charge of $20.00 or applicable freight charge. Best method of shipping will be determined based on size of order and location.
• Same Day (Hot Shot) Delivery can be requested for $25.00 (if drivers are available and time permits).
• Orders placed after 12:00 pm CT will be delivered within 2 business days (if available and provided items are in stock).

Business Shipping Policy Outside of San Antonio but within Texas

• Free freight for orders over $350.00 (excluding heavy and oversized items such as: nutritional formulas, diapers, solutions, and some equipment).
• Freight charges will be determined at the time the order is placed.
• Overnight or next-day shipping is available with those charges added to your invoice.
  Call customer service (210) 366-1230 for any applicable freight charges.
• Orders placed by 12:00 pm CT will ship the same day (provided items are in stock).

Business Shipping Policy Outside of Texas

• Free freight for orders over $500.00 (excluding heavy and oversized items such as: nutritional formulas, diapers, solutions, and some equipment).
• Freight charges will be determined at the time the order is placed.
• Orders placed by 12:00 pm CT will ship the same day (provided items are in stock).

Cold Chain Items

• Cold chain refers to the process of transporting and storing products within a specific temperature range, safeguarding their integrity from production to delivery.  All cold chain items require special handling to preserve their quality and safety.
  • All shipped cold chain items will incur an extra $25 charge.
  • All cold chain items are non-returnable unless there is an oversight by Medical Wholesale.
  • To guarantee required transport temperature cold chain items are only shipped Monday thru Thursday.

Damages and Shortages

• Please notify customer service of any damages or shortages within 3 business days.
  • Failure to report discrepancies within this time frame may result in claim denial.

Return Policy

• If a customer contacts Medical Wholesale within 30 days of the invoice date with a request for return, Medical Wholesale must determine if the product meets the requirements for returning for credit. The following are criteria for which a product is acceptable to return:
  • Any product that is unopened, unused, unaltered, undamaged, unmarked, unexpired, and with its original packaging, labeling, inserts, and included materials.
  • The customer ordered the wrong item*, ordered item and later found insurance company does not cover the item*, no longer needs item*, or ordered the wrong quantity*
  • The sales representative ordered the wrong item or quantity for the customer.
  • Customer states they did not order the item, received a different item, or different expiration date on item.
  • Shipping error.
  • Listing errors in third-party online portals.
  * Items marked with an asterisk are subject to a 20% restocking fee plus shipping charges. Any errors made by Medical Wholesale are provided with a Return Merchandise Authorization (RMA) and Return Label.
• Special order items are not eligible for return.

Warranties

• We honor all manufacturer warranties. Call us at (210) 366-1230 to help determine if an item is under warranty.