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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.
The following terms apply to orders placed with Performance Health
Terms are subject to change at the discretion of Performance Health. Please call customer service at 1.800.665.9200 for a copy of the most current version.
All returns must be authorized by Performance Health prior to receipt. Product must be returned within 90 days from date of invoice. Authorization is valid for 30 days. Return material authorization (RMA) may be obtained by contacting Customer Service by phone: 1.800.665.9200, or email: customersupportCA@performancehealth.com Monday through Friday from 8:00 a.m. – 6:00 p.m. ET.
Freight and restocking may apply as noted in the Restocking Fee Scheduled listed below.
Unauthorized returns may be returned to the customer at their expense, destroyed at the discretion of Performance Health without credit being issued to customer, or subject to additional charges.
Issuance of an RMA does not guarantee credit. Credit issuance is dependent on confirmed receipt/review of returned products and is subject to the other terms of this policy.
This policy applies to all customers unless superseded by a separate written agreement that includes specific return material terms and conditions.
Due to the COVID-19 outbreak certain categories and quantities purchased will no longer be accepted for returns in order to protect our customers and employees:
Products impacted by COVID-19:
- Hand Sanitizers
- Disposable Apparel
- Surface cleaners and disinfectants
- Pulse oximeters
- CPR, Oxygen and Accessories
- BP Monitors
- BP Cuffs
- Pillows, Sheets, Pillowcases
- Table Paper
This list is not all inclusive and subject to change.
Products matching any of the conditions below will also not be accepted for return:
- Products purchased more than 90 days from date of invoice
- Products considered hazardous material
- Dining or hygienic products (for health reasons we are unable to accept returns or exchanges)
- Special or custom products made to customer specifications or sold as non-returnable
- Products returned in altered or damaged packaging, in packaging other than original packaging, or FDA regulated products
- Products in unsalable units of measure
- Discontinued product
- Returns prohibited by federal, provincial, local law and regulations
- Products with less than 3 months’ shelf life remaining based on expiration dates
- Third party vendor products that require a vendor return authorization are subject to the vendor’s return policy and applicable fees
After obtaining an RMA, each returned package must include the following information:
- RMA number and or RMA confirmation included/noted each package
- Invoice/Order number included/noted on package
- Package number identification on each returned package (e.g., 1 of 3, 2 of 3, 3 of 3)
All return shipping expenses, unless a result of a Performance Health error, are paid by the customer. Product must be returned within 30 days of receiving RMA number.
For all returns, we will credit your account for returned product, minus applicable restocking fee, once product has been received, inspected and confirmed to be in resalable condition. Credit will not be issued for product received in non-resalable condition. The customer is responsible for properly packaging and protecting product during shipment back to Performance Health.
Performance Health must be notified of any credit disputes within 90-days issuance of return material authorization.
|Days Elapsed||Applicable Restocking Fees|
|0-30 Days||No fee|
|Greater than 90 Days||Not returnable|
Short and Damaged Product
- Claims of order shortages (e.g., invoiced but not received) and damages must be reported within five (5) business days of receipt of goods
- All claims of shortage will require inventory verification. If a shortage is not validated during the cycle count process, credit will not be issued
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.
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.
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.
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.
To review the Medical Device Symbols Glossary, click here.
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.
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 1.800.665.9200 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.
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* †† **
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.
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
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.
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.
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 Canada, Inc., P.O. Box 2443 Station A, Toronto, ON M5W 2K6. 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.