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Customer Service |
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Mohawk Medical Mall 335 Columbia St. Utica, NY 13502 800-962-5660 (toll free) 315-797-0570 (phone) 315-797-0365 (fax) Click Here to E-Mail Us |
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| Creating a Username | Payment Options | Order Cancellation | Express Order Program | ||||||
| Shipping Policy | Restricted Policy | Return Policy | Privacy Policy | ||||||
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Creating a Username Back to Top During the Checkout Process of your First Order, you will be provided a username and password. Once your first order is placed, you will have the option of changing your username and password to anything you would like. Having a username allows you to: -Checkout Faster -Review Past Orders -Look up UPS Tracking Numbers to Placed Orders -View your Custom Order Sheet of Previous Items Ordered You do have the option of setting up your username and password prior to placing your first order. To do so, Click Here. |
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Payment Options Back to Top We currently accept the following payment options: -Paypal -Visa, Mastercard, American Express and Discover -Bank Check Options: Certified Checks, Personal Checks, Money Orders and ACH Transfers (Electronic Checks) Orders paid for by certified check will be processed the same day check is received. Orders paid for by personal check will be held for 10 business day prior to order processing for clearing. For ACH Transfers (Electronic Checks), you will be required to complete and sign an account information form. For your security, we will only ship an order to the billing address or a previously added secondary shipping address of the credit card. NY State customers-upon placing your order, you will be assessed a tax of 8.88%. Upon internal processing your order, the tax rate will be adjusted based on the county you reside in. For more information on placing orders outside Uinted States, Click Here |
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Order Cancellation Back to Top In the event you wish to cancel your order, please notify us as soon as possible to prevent cancellation charges. Once an order has shipped, it may not be cancelled and will be subject to our Return Policy. Orders over $1,000 with payment submitted by check or money order will be charged a 10% return payment fee plus any applicable restocking and delivery charges. |
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Express Order Program Back to Top Tired of reordering items you use all the time? Our Express Order Program allows you to place a standing order for items to automatically ship on a desired schedule. The Express Order program is quick and easy to use. Simply fill out our Express Order Form, and fax it to 315-797-0365. Once placed, you will be contacted by one of our Customer Service Representatives to confirm the order. An order for your selected items will then be processed and shipped based on the schedule you desire, weekly, monthly, etc. An Express Order Program may be cancelled or changed at any time. Prices are subject to change, but any price changes will be given to you by customer service before your order ships out. We have received great feedback from the customers who currently use our Standing Order Program, and would like to extend this offer to all of our customers. We want to make online ordering as easy and secure as possible, and this program meets those requirements head on. If you have any additional questions regarding this program, please contact Customer Service at 1-800-962-5660. |
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Shipping Policy Back to Top Standard Shipping and Processing Orders are shipped from our distribution center in Utica, NY or directly from a manufacturer. All orders are shipped UPS Ground (Unless faster service is requested) and should be recieved within 2-5 business days. Once your order is processed, you can log into your Mohawk Medical Mall account and obtain UPS tracking info. Orders that ship direct from a manufacturer cannot be tracked this way because of various shipping methods. Simply contact our customer service team and we will be happy to track your order through the manufacturer. Since items ship from different sources, items on the same order may arrive different days. Shipping Charges Orders over $100.00 ship freight FREE! Order under $100.00 will carry a flat fee of $9.99. There are instances where additional charges may apply...these are: *Orders shipping to a PO Box and not an actual residence *Orders shipping to Alaska, Hawaii or US Territories outside the contiguous 48 States *Orders shipping outside the United States...see Exporting for more details *Orders that contain Refrigerated Products that must be shipped overnight. These products are noted with a "Refrigerated Item" field above the "Add to Cart" button when ordering the product. Please Email our customer service department or call 1-800-962-5660 for a shipping quote prior to placing your order. *Orders that contain Products that cannot be shipped by UPS and must be shipped by Truck. These products are noted with a "Truck Delivery" field above the "Add to Cart" button when ordering the product. Please Email our customer service department or call 1-800-962-5660 for a Truck shipping quote prior to placing your order. Order Processing Orders are processed and shipped the same day they are received during our operating hours of Monday thru Friday, 8:30-5:00 eastern time. Orders will be held in processing if: (1) Your requested shipping address is not the billing address or a pre-added secondary shipping address of your credit card. You can add a secondary shipping address to your credit card by calling the 1-800 number on the back of your card (2) Funds are not available on your credit card (3) During the checkout process, you selected check and we have not received your prepayment by mail (4) You have ordered *R* restriced items and have not sent in the required restricted forms (5) You have ordered equipment that requires truck shipping (see below) and displays "call for quote." You will be required to approve a shipping quote prior to your order being processed Truck Shipping Charges Equipment items that require truck delivery do not qualify for our standard shipping policy. These items will display "call for quote" on the item page. Prior to ordering, you may contact customer service for a freight quote. If you order a truck shipment item without a quote, your order will be held in processing and you will be contacted with a truck shipping quote to approve. We offer the following truck shipping option: (1) Tailgate Delivery-Customer's facility has a loading dock. The freight carrier will deliver the equipment to customer's dock. It is the customer's responsibility to unload the equipment and bring into facility. Customer must make sure the facility is accessible by a 53'long truck. (2) Liftgate Delivery-Customer's facility does not have a loading dock. Freight carrier will unload the equipment to ground level by a liftgate or ramp. It is then the customers responsibility to carry the equipment into the facility. Note: Freight carrier will not bring the equipment into the facility. (3) Inside Delivery-Customer's does not have a loading dock. Freight carrier will unload the equipment to ground level by a liftgate or ramp and bring into the inside the entrance level of your building. It is then the customers responsibility to carry the equipment into the facility and to the equipment's destination room. Example: If the equipment's destination room is on the 8th floor of customer's building, the freight carrier will deliver only to the entrance of the bottom floor. Customer will be required to bring up to the 8th floor. (4) White Glove Service-Freight carrier will deliver the equipment by liftgate or ramp and bring inside the facility. The freight carrier will then bring the equipment to the destination room regardless of what floor it is on. Once freight carrier delivers into destination room, they will remove skids and trash involved with the delivery. Note: Freight carrier is not responsible for putting accessories on equipment, leveling tables, programming equipment, putting on upholstery tops of tables or moving/removing old equipment. Upon requesting White Glove Service, please let customer service know: What floor the equipment will be delivered to? Is there an elevator that can be used? Are there physical obstacles that will prevent delivery into entrance of facility or equipment destination room Not disclosing this information may prevent the trucking company from completing the delivery and you may be responsible for shipping charges, return shipping charges and restocking charges. Quick Ship Orders We do offer UPS 3-Day, 2-Day and Red Overnight shipping services upon customer request. For a quote on one of these quicker options, please please contact our customer service department for a price quote prior to placing your order. UPS shipping is based on standard business days (Ex. If we ship your order by UPS 2-Day on Friday, you will receive your order in 2 business days, or Tuesday of the following week) |
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Restricted Policy Back to Top Federal Regulations require us to limit the sale of certain products to registered, licensed physicians. These products are noted on our site with a This is a Restricted Item (*R*) logo. To purchase these products, please have a licensed physician from your office complete a Physician Only Authorization Form and return it to us, along with a copy of his/her DEA registration or state license. We can only ship to within the state the physician is licensed in. Please fax documents to 315-797-0365 Attn: Mohawk Medical Mall or mail to: Mohawk Medical Mall Restricted Account Set-Up 335 Columbia St. Utica, NY 13502 |
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Return Policy Back to Top Returns must be authorized by our customer service department. Credit will not be issued on returns received without a Return Goods Authorization Number. To return an item: (1) Contact our Customer Service Department to request a Return Goods Authorization Number (RGA) (2) Print Out and Complete a Product Return Form. (3) Repack the item(s) in the original shipping carton with adequate packing to prevent damage (4) Include your completed "Product Return Form" and a copy of the original packing slip in the shipping carton. (5) Write the RGA and the Customer Account Numbers on the outside of the shipping carton. Please examine the packing slip upon arrival of your order to ensure correct shipment Opened or partially used items may not be returned for credit Items requiring refrigeration, embroidered, engraved or custom items may not be returned Items may not be returned after 30 days of purchase Returns will be subject to a 30% restocking charge and applicable shipping charges Customer is responsible for shipping charges when returning items. |
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Privacy Policy Back to Top We value and respect your privacy. We collect information about you during the checkout process and retain your email address for our newsletter unless you exclude yourself. We use this information solely for our newsletter to communicate with you about our products, services, contests and promotions. We do not share your information with third parties. If you would like to exclude your email address from our customer database, simply Click Here, Log into your account and Click on Edit your account information and Uncheck the Sign up for newsletter box. |
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