Shipping & Returns

1. Order cut-off and processing

Orders received before 3:00 PM Eastern on a business day are picked the same day for next-business-day delivery within our own delivery zones. Orders received after cut-off, at weekends, or on public holidays are processed on the next business day. Special-order items are confirmed with a lead time before we place them with the manufacturer.

2. Delivery zones and transit

Orders below $75 carry a $9.50 handling charge. Same-day emergency delivery in Zones 1 and 2 is available to existing accounts for a flat $45 expedite fee, subject to stock and driver availability, and is waived where the shortage resulted from our error.

3. Receiving your delivery

Please check cartons against the packing slip at the point of delivery. Note any visible damage or shortage on the driver’s paperwork or the carrier’s device where possible. Report shortages, damage or mis-shipments to us within five business days, with photographs where relevant, by calling 484-372-4206 or emailing postmaster@wiscomed.com. We will replace confirmed errors on the next available route at no charge.

4. Cold chain and controlled storage

Temperature-sensitive items ship in validated insulated packaging with a temperature indicator where the manufacturer requires one. These items must be refrigerated on receipt. Cold-chain products cannot be returned once delivered unless they are defective or the indicator shows an excursion on arrival.

5. Returns — what we accept

Unopened, undamaged, non-sterile stock items in original manufacturer packaging may be returned within 30 days of delivery, provided a return authorisation number has been issued and the item remains fully resalable with at least 12 months of shelf life remaining.

Returns of correctly supplied goods may be subject to a restocking charge of up to 15%, applied at our discretion and always disclosed before the return is authorised. Original outbound freight is not refunded on convenience returns.

6. Returns — what we cannot accept

• Sterile items where the sterile barrier has been opened or compromised
• Refrigerated, frozen or otherwise temperature-controlled products
• Custom, made-to-order, kitted or personalised items
• Special-order products sourced specifically for your account
• Items marked non-returnable on the quotation or invoice
• Anything received more than 30 days after delivery
• Products stored outside the manufacturer’s stated conditions

7. How to start a return

Call 484-372-4206 or email postmaster@wiscomed.com with your invoice number, the item, the quantity and the reason. We issue a return authorisation number, usually the same business day. Mark the RA number clearly on the outside of the carton. Returns arriving without an RA number cannot be processed. Where we arranged collection, our driver will bring the paperwork.

8. Refunds and credits

Approved returns are inspected on receipt and credited within five business days of inspection. Credits are applied to your account by default, or refunded to the original payment method on request. Card refunds may take a further 3–10 business days to appear depending on your issuer.

9. Defective goods and manufacturer claims

If a product is defective, stop using it, retain the packaging and the lot number, and contact us. We will replace or credit the item and, where a manufacturer investigation is required, we will file and manage that claim on your behalf and keep you informed of the outcome.

10. Recalls

We record lot numbers on receipt and against every outbound clinical line. Where a recall affects a lot supplied to you, your named contact is notified by email and telephone on the day we learn of it, with instructions for quarantine, return or replacement. There is no charge to you for recall-related returns.

11. Backorders and allocation

If a line is short we will tell you the day we know, offer a priced equivalent, and ship the balance as soon as stock lands — at no additional freight cost. During manufacturer allocation we distribute stock by historical usage across existing accounts rather than by order size.