Insurance and
Medicare
Q: Do you accept insurance or Medicare?
A: NO, we do accept any insurance or Medicare.
Shipping &
Delivery
Q: How much is shipping?
A: We offer free shipping on orders over $100. Orders under $100 ship at a
$8.50 flat rate. Some oversized items may incur additional fees. This will be clearly noted on the product
page with the message: Additional
shipping charges may apply.
Q: Which carriers do you use?
A: We ship primarily through FedEx and UPS Ground.
Q: When will my order ship?
A: Most orders arrive within 1-3 business days.
Orders
placed before 1:00 PM CST ship the same day. Tracking
information is sent the following morning.
Orders
placed after 1:00 PM CST ship the next business day, with
tracking provided the morning after shipment.
Delivery times may vary due to weather, carrier delays,
holidays, or product availability.
Q: How can I track my shipment?
A: Once your order ships, you will receive an email with the carrier tracking
number.
Product
Q: How do I know if
a product is in stock?
A: If you can add it to the Cart, it is in stock. There are occasions when the product may be
out of stock. You may call 877 508 4013
and ask Customer Service Representative to confirm it. There are products that ship directly from
the Manufacturer, and it is called a SO (Special Order). You can note this by looking on the landing
page under the picture and it will state This
is a special-order item that ships directly from the manufacturer. Please allow
for approximately 10 to 15 business days.
Returns &
Exchanges
Q: What is your return policy?
A: Visit our Return & Refund Policy for a complete answer. https://www.atcmedical.com/refunds.aspx
Q: What if my product arrives damaged?
A: If your product is defective or was damaged during shipping,
please contact us at 877 508 4013 or email us at [email protected]. We
will promptly arrange a replacement.
Q: How do I start a return?
A: Contact our customer service team at
877 508 4013 or email us at [email protected] for a return authorization (RA) number. Do not ship back without a
RA.
Forgotten Password
Q: How do I recover my password??
A: On the Login / Account Setup landing page, click on Forgot Password and
follow the instructions.
Billing &
Payments
Q: What payment methods do you accept?
A: We accept major credit cards, debit cards, PayPal, and approved purchase orders for
qualified organizations.
Q: When will my card be charged?
A: Your card is charged at the time of purchase. For certain special-order
items, charges may be processed when the item ships.
Coupon Codes
Q: Do you offer coupon codes?
A: Yes, on certain products. Contact
our customer service team at 877 508
4013 or email us at [email protected].
Free Samples
Q: Do you offer free samples?
A: No, we do not offer free samples.
Inventory &
Availability
Q: If a product is out of stock, how
long does it take to become available?
A: Restock times vary by manufacturer. Contact our customer service team at 877 508 4013 or email us at [email protected]
and we can provide an estimated availability date or suggest alternatives.
Q: Do you offer automatic restock
notifications?
A: No. In our next release there will be an automatic restock
notification.
Other Questions
Q: Do you work with clinics,
hospitals, or government agencies?
A: Yes. We support bulk orders, recurring supply needs, and purchase orders. Contact our sales Department at 877 508 4013
or email us at [email protected]
Q: Can I request a product not listed
on your website?
A: Absolutely. Contact us and we'll do our best to source the item.
Account
& Security
Q:
Do I need an account to place an order?
A: Unfortunately, you do at this point BUT this will soon be corrected, and you
will be able to check out as a guest. Creating an account makes future
purchases faster and allows you to view order history.
Q:
Is my personal information secure?
A: Yes. We use secure SSL encryption and follow industry-standard privacy
practices to protect your information.
Tax Exemptions
Q: Can I purchase tax-exempt?
A: Eligible organizations (such as non-profits or government agencies) can
submit tax-exempt documentation to [email protected]
before placing an order.
Bulk
Orders & Special Pricing
Q: Do you offer discounts for large or
recurring orders?
A: Yes. Contact sales Department at 877 508 4013 or email us at [email protected] us for volume pricing, recurring supply
contracts, or facility-wide procurement options.
Q: Can you source a product not listed
on your website?
A: In most cases, yes. We work with multiple distributors and can often locate
specialty items.
Shipping Issues
& Delays
Q: What if my package is delayed by
the carrier?
A: Once an order leaves our warehouse, carrier delays can occur. We will assist
with tracking updates and file claims if necessary.
Q: What if my tracking number isn't
updating?
A: This usually resolves within 24-48 hours. If it does not, contact us and we
will open an investigation with the carrier.
Order Changes &
Cancellations
Q: Can I modify my order after placing
it?
A: If the order has not shipped, we can adjust it. Once shipped, changes are no
longer possible.
Q: Can I cancel my order?
A: Cancellations are allowed before shipment. Special-order items may not be cancelled
once processed.
Recurring Order or Auto-Refill
Q: Do you offer auto-refill or
subscription services?
A: Yes. At the Payment checkout page, indicate in number of days how often you
want to receive your products. If there
is a price or credit card change, the recurring order will pause. We will notify you via email if this occurs
and you will be responsible for resubmitting the order.
Privacy & Data
Security
Q: How do you protect my medical and
personal information?
A: We maintain strict confidentiality and follow industry-standard security
protocols, including SSL encryption and secure payment processing.
Q: Will you share my information with
third parties?
A: Only when necessary to fulfill your order (such as shipping providers). We
never sell your information.
International Orders
Q: Do you ship outside the United
States?
A: Yes. Contact sales Department at 877 508 4013 or email us at [email protected] for further information.