Frequently Asked Questions
When will my order ship?
Mohawk Medical Mall generally ships all in-stock products the same day the order is received and processed. Orders received after 2:00pm may not be processed until the following day. Our offices are open 8:30-5:00 Eastern Standard Time, Monday through Friday. Orders placed on Saturday or Sunday will not be processed until the following Monday.
Why wasn't my order processed?
Orders will be held in processing if:
- The shipping address does not match the billing address of your credit card.
- Insufficient funds on your credit card.
- "Check" or "ACH Transfer" selected during checkout—orders ship after payment is received.
- Restricted items were ordered without the necessary authorization and licensing.
- Large equipment requiring truck shipping was ordered—awaiting your approval of additional freight charges.
What methods of payment do you accept?
- American Express
- MasterCard
- Visa
- Discover
- PayPal
- Personal Check
- Bank Certified Check
- ACH Transfer
Do you charge sales tax?
We charge sales tax to customers located in New York State.
May I cancel an order I placed?
To cancel your order, please notify us as soon as possible. Once an order has shipped, it may not be cancelled and is subject to our Return Policy. Orders over $1,000 paid by check or money order may incur a 10% return fee plus restocking and delivery charges.
Do you ship outside of the United States?
No. Orders with international shipping addresses or exporting companies will be cancelled.
What shipping methods do you offer?
We ship via FedEx or USPS from our distribution center, and via the manufacturer's choice when shipped directly. Delivery time is typically 2–5 days.
Large equipment items may require truck delivery. We will contact you for approval of additional charges.
Large equipment item truck delivery options
- Tailgate (Dock to Dock): Delivery to loading dock; customer is responsible for unloading and setup.
- Liftgate (Curbside): Lowered to street level; customer handles inside delivery and setup.
- Inside to 1st Door: Delivery into first accessible doorway. Door must fit a 48" wide pallet.
- White Glove: Delivery inside, unwrapped, debris removed. Setup may vary—contact customer service.
Do you offer free shipping?
Yes, on orders over $100. Exclusions apply for truck items, Alaska/Hawaii, refrigeration, and rush shipping.
How do I track my order?
After processing, you’ll receive an email update. Orders from our warehouse will include a tracking number. Manufacturer-direct orders may require contacting customer service for tracking details.
What does it mean if a product is restricted?
Some items are only available to licensed physicians. A Physician Only Authorization Form and medical license must be submitted. Restricted products are non-returnable.
Fax required documents to 315-797-0365, Attn: Restricted Authorization.
How do I return an item?
Contact customer service for an RGA (Return Goods Authorization).
Returns are not accepted for:
- Opened or used items
- Items requiring refrigeration
- Custom-embroidered or engraved products
- Items purchased over 30 days ago