Account Linking

What is account linking? Linking is the process of connecting a registered Online Account with an established ordering account. Linking allows customers to order online with specific pricing and terms if applicable.

Linking can be achieved three ways:

  1. Registration – Using your bill-to account number during online registration
  2. My Account – If you’ve already registered an online account, you can Link at any time in Profile Settings found in My Account area
  3. Contact site support at 800-523-0706

Sign In

Why did my ID and Password change?

For security reasons, existing passwords could be moved to the new website. If you’ve registered online prior to March 30th, 2017, simply use the “forgot password” function to re-establish your log in credentials. For your convenience, you may use your previous password or create a new one during this process. Please note that going forward your email address will also serve as your ID.

Forgot Password

The Forgot Password function will email to the registered address on file and allow you to reset the password.

Change Password

You may change your password at any time in Profile Settings found in the My Account area.

User IDs

Your email address will serve as your sign in ID. It can be changed in the Profile Settings found in the My Account area.

Damaged Goods

Damaged shipments should be reported within 5 days of receipt.

If a shipment arrives damaged or if the box appears damaged...

  • Note damage on the delivery bill and have the driver sign it, acknowledging the damage.
  • Contact Customer Service within 5 days of receipt to start processing an insurance claim. An order will be entered at that time to replace the merchandise.
  • Save the container and merchandise for inspection.

Missing or Wrong Items should be reported within 5 days of receipt.

If your order is missing items or has been incorrectly filled, please contact Customer Service.

Returns

All returns must have an RGA number (returned goods authorization number can be obtained from our Returns Department--see above). All unauthorized returns are subject to a 15% processing fee and a $10 administrative charge.

All returns must be in original packaging and received in new and resalable condition. For applicable restocking fees consult the chart Restocking

  • Returns for products that are Hazardous Materials, ORMD, Prescription, or Regulated cannot be accepted.
  • Credits for returns are issued only to original purchaser.
  • No cash refunds issued for under $25.00. Credit balance will be applied to future purchases made within 180 days.

Restocking Fees:

Days Elapsed Applicable Restocking Fees
Under 30 No restock fee on items shipped parcel.
15% of price of returned item on truck shipped items
30-60 25% of price of all returned items
61-90 50% of price of all returned items
Sorry, no returns will be accepted after 90 days elapse.

For health reasons we are unable to accept returns or exchanges of eating, hygiene and mouth stick products. In addition, we cannot accept books, computer software and videos that have been removed from original packaging. Credits for returns are issued only to original purchaser

Return Procedure

Call our Customer Service Department at 1-800-665-9200, Monday through Friday from 8:00 a.m.-8:00 p.m. ET for a returned goods authorization number (RGA number). Write the number on the outside of your return shipment per the instructions provided. All return shipping expenses are paid by the customer. Items must be returned within 30 days of receiving RGA number.

If you receive merchandise as a result of a Performance Health error, we will pay for the return shipping expense and no restocking fee will be applied.

For all other returns, we will credit your account for returned merchandise, minus the required restocking fee, once merchandise has been received, inspected and confirmed to be in resellable condition. Credits will not be issued for items received in non-resalable condition. The customer is responsible for properly packaging and protecting the item during its shipping back to Performance Health. Initial freight charges are not credited. All credits must be redeemed within 180 days.

Report Suspected Fraud

If you suspect that your login information has been misused by other parties or fraudulent ordering is occurring on your account, please change your password and contact Customer Service immediately.

Product Warranty

Limited Product Warranty

Performance Health warrants that all products shall be free from manufacturing defects for a period of one year from the date of shipment. OTHER THAN THE FOREGOING WARRANTY, Performance Health MAKES NO REPRESENTATION OR WARRANTY OF ANY KIND, EXPRESS OR IMPLIED, AS TO MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE OR ANY OTHER MATTER RELATING TO THE PRODUCT. Customer must notify Performance Health of any manufacturing defect within five days of discovery of the defect. Upon a determination by Performance Health that the product is defective, Performance Health’s sole and exclusive obligation shall be to provide customer with a replacement product or a full refund of the purchase price, at the sole discretion of Performance Health and to reimburse customer for any return freight costs. In no event shall Performance Health be liable for any other costs or expenses including lost profits or direct, indirect, consequential, incidental or punitive damages. In the event the product includes a warranty card or extended warranty from the manufacturer, customer's sole recourse under such warranty shall be against the manufacturer. The warranty set forth herein shall govern all purchases, notwithstanding any inconsistent terms and conditions of customer's purchase order.

HCPCS Codes

Some items descriptions contain an HCPCS codes – Healthcare Common Procedure Coding System. These are suggested codes only. Performance Health cannot guarantee they are the most current and you are responsible for submitting the correct code. You should consult your coding guidelines for further recommendations.

Ordering

Place an Order

You may place orders online, by phone or fax with Customer Service.

Order Status & Tracking

You can find order status and parcel shipment tracking information conveniently from the website in Purchases found in the My Account area. If you are unable to locate your order, please contact Customer Service.

Prescription Drugs / Restricted Products / Medical Devices

Regulations restrict the sale of prescription pharmaceuticals, syringes, needles and class II medical devices to licensed professionals only. You must submit a copy of your state license and a signed authorization / acknowledgement form before ordering. For form and full details, contact customer service. Prescription drugs are not returnable.

Order Confirmations

Upon submitting an order via the internet, an order confirmation will automatically email to the registered address on file. If you do not receive an order confirmation on screen and by email, please contact Site Support.

Shipping Confirmations

When an order has left a distribution center, a Shipping Confirmation will automatically be emailed to the registered address on file. If multiple items, were ordered, you may receive separate shipments to complete the order and additional shipping confirmations will follow. If you’ve received an order but not a shipping confirmation, please contact Customer Service.

Shipping & Handling

U.S. Shipping, Handling & Delivery

The following information does NOT apply to Shipments made Internationally or to Puerto Rico. All shipping charges and risk of loss are F.O.B. Seller's plant and are the responsibility of the purchaser. All related shipping and handling charges will be added to customer invoice. Alaska and Hawaii orders are sent Priority Mail unless otherwise requested.


  • $9.95 Shipping and Handling charge for orders up to $90.00
  • Shipping and Handling for orders over $90.00 is 12% of order value
  • Special rates for orders up to 20 lbs. are: Next Day PM $25.95, and 2nd Day $17.95. For orders over 20 lbs. or other express delivery services, please call 1-800-523-0706 for a quote.

Same Day Shipping & Handling

Orders for stocked merchandise received by 2:00 p.m. CT Monday through Friday will be shipped the same day via commercial parcel ground carrier.

Shipping Charges

Standard parcel charges will apply to all ground shipments* and will be calculated at time of order. Next day or second-day delivery is available in most cases. Rush orders that require Saturday delivery can only be placed by phone. Charges for this service will be added to your invoice*†.

Ship from Factory

Some products are shipped direct from the factory or are made to order. These will normally be shipped within 4 weeks. Please call Customer Service for freight charges* †† **

Other Charges

Hazardous Materials: Items with a hazardous materials classification may require an additional surcharge, which is automatically added to the shipping cost at time of order. Please note that hazmat items are restricted from air shipments – only available for ground delivery.

Truck/Freight Deliveries

Charges for large items requiring drop shipment direct from the factory via truck are based on weight and destination. If the shipping location does not have a delivery dock, additional charges for liftgate service will automatically be added to the shipping cost at time of order.

Note: Due to escalating fuel surcharges from our freight carriers, we are now forced to pass on a fuel surcharge for all ground orders. We reserve the right to modify the surcharge as market conditions change. When orders list several items, some of which aren't in stock, we will fill the portions we can and bill you for shipping them. However, any subsequent backordered items will be shipped free of charge. * Unfortunately, due to the oversized and/or overweight nature of certain merchandise, additional charges may apply. Please request a quote from a customer service representative. ** Products requiring moving van, inside, or lift gate delivery may require additional delivery charges. Please request a quote from your customer service representative. † For Saturday delivery, add $10. For early morning delivery M-F, add $30. †† Subject to quotation

Pricing & Payment

Pricing

While every effort is made to ensure the accuracy of the pricing on the website, Performance Health reserves the right to change prices without notice. If you receive special or contract pricing, you must Link your online account to your ordering account in order to view and place orders with your pricing.

Payment Methods

  • Credit Card

    We accept Visa and MasterCard. If you're charging your order, include the name, number and expiration date as they appear on the charge card, and the billing address as it appears on the billing statement.

  • Checks/Money Orders

    Mail your check/money order made payable to Performance Health along with your order. Include tax and shipping charges. Send all remittance to: Performance Health, P.O. Box 21773, 21773 Network Place, Chicago, IL 60673-1217. Returned checks are subject to a $30.00 fee.

  • On Credit Terms

    You may also charge your order to your Performance Health account. For information on opening an account, call our Customer Service at 1.800.665.9200. All orders subject to credit approval. Invoices that are not disputed within 30 days are considered to be accurate and accepted. Payment terms are net 30. Overdue invoices are subject to the maximum allowable interest charges.

Sales Tax & Exemptions

If the facility receiving the merchandise is in a state or locality that normally charges tax, and you are exempt from tax, include a copy of your exemption or resale certificate with your payment. Your sales tax will then be credited and exempt for all future orders. If your facility is not in such a state or locality, please submit use tax directly to your state.