Frequently Asked Questions

No. Orders with international shipping addresses or exporting companies will be cancelled.

What shipping methods do you offer?

We use several shipping methods depending on the size and origin of your order:

• Parcel Shipping (FedEx Ground): Smaller orders that can ship as individual packages (anything less than a full skid) are sent via FedEx Ground.
• Freight Shipping (Truck): Larger orders that ship on a skid, or any items that require palletized shipping, are delivered by truck.
• Direct-from-Manufacturer Shipping: Some products ship directly from the manufacturer. In those cases, the manufacturer selects the shipping method.

Large Equipment Truck Delivery Options

• Tailgate (Dock‑to‑Dock): Delivered to your facility’s loading dock. Customer is responsible for unloading, moving the equipment inside, and completing setup.
• Liftgate (Curbside): Delivered to street level using a liftgate. Customer handles bringing the equipment inside and performing setup.
• Inside Delivery – First Door: Delivered just inside the first accessible doorway. The entry must accommodate a 48" wide pallet.
• White Glove Delivery: Delivered inside, uncrated, and all debris removed. Setup services may vary by item—contact Customer Service for details.

Can I schedule a delivery date for large equipment?

Yes. Large equipment that ships by truck can often be scheduled for a specific delivery day. Once your freight quote is approved, our logistics team will coordinate a delivery window with you or the receiving facility. Please note that delivery appointments are subject to carrier availability in your area.

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?

Once your order is processed, you’ll receive an email update.

• Warehouse‑shipped orders include a FedEx Ground tracking number so you can follow the shipment in real time
• Manufacturer‑direct orders may not generate an automatic tracking number. In those cases, our Customer Service team can provide tracking details upon request.

What should I do if my order arrives damaged?

Inspect all shipments immediately upon delivery. If you notice damage:

1. Document it — take photos of the packaging and the product.
2. Note the damage on the carrier’s delivery receipt before signing.
3. Contact Customer Service right away so we can file a claim and arrange a replacement or resolution.

For freight deliveries, noting damage at the time of delivery is required for us to assist with a claim.

 

Orders and Account Management

Why wasn't my order processed? 

 Your order may be held in processing for any of the following reasons:  

• Address Verification: The shipping address does not match the billing address on your credit card.
• Payment Issues: The credit card used has insufficient funds or was declined.
• Check or ACH Selected at Checkout: Orders placed using Check or ACH Transfer are processed after payment is received.
• Restricted Products: Items requiring medical licensing or authorization were ordered without the required documentation.
• Large Equipment Requiring Freight Approval: Orders that ship by truck may be held until you approve the additional freight charges.

May I cancel an order I placed?

You may cancel your order by contacting us as soon as possible. Once an order has shipped, it can no longer be cancelled and will fall under our Return Policy.

Orders over $1,000 that were paid by check or money order may be subject to a 10% return fee

 

Product Information & Availability

What if the product I need is not listed on your website?

We distribute products from over 1,000 manufacturers, and not every item we carry is listed online. If you don’t see what you need, contact Customer Service — we can source almost any medical supply, device, or piece of equipment directly from the manufacturer. This includes hard‑to‑find items, backorder alternatives, and specialty products.

Do you offer bulk pricing or volume discounts?

Yes. Many products qualify for bulk or volume‑based discounts, especially high‑usage medical supplies and clinic essentials. If you have a list of items or recurring needs, we can create a custom discounted price list tailored to your facility.

What does “ships from manufacturer” mean?

Some items ship directly from the manufacturer’s warehouse rather than from our facility. This typically applies to large equipment, furniture, special‑order items, or products that require assembly.

When an item ships from the manufacturer:

• Delivery times may vary based on their production and shipping schedule
• The manufacturer selects the shipping method (parcel or freight)
• Tracking information is provided as soon as it becomes available

This process ensures you receive the newest, most up‑to‑date product configuration straight from the source.

 

Payment, Billing & Security

What methods of payment do you accept?

• All major credit cards
• Debit cards
• PayPal
• Personal Check
• Bank Certified Check
• ACH Transfer

Do you charge sales tax? 

We charge sales tax to customers located in New York State.

Can I update or change my payment method after placing an order?

Payment methods cannot be changed once an order has been processed. If your order has not yet shipped, contact Customer Service immediately and we will advise whether the order can be cancelled and re‑submitted with a different payment method.

Do you offer Net 30 terms or credit accounts?

Mohawk Medical Mall does not currently offer Net 30 terms or open credit accounts. All orders are processed on a prepaid basis using credit card, ACH transfer, or check. Orders paid by check or ACH will ship once payment has been received and cleared.

Is my payment information secure?

Yes. Mohawk Medical Mall uses industry‑standard encryption and PCI‑compliant payment processing to protect your information. We do not store full credit card numbers, and your payment details are handled securely through our trusted payment processor. Your information is used only to complete your order and is never sold or shared for marketing purposes.

 

Compliance & Documentation

What does it mean if a product is restricted?

Certain products are only available to licensed medical professionals. To purchase these items, you must submit a Prescription Drug / Device Authorization Form along with a valid medical license for verification. Click here to print a blank form

Restricted products are non‑returnable due to regulatory requirements.

You may submit the required documents by either method below:

• Fax: 315‑797‑0365, Attn: Restricted Authorization
• Email: service@mohawkmedicalmall.com (attach your license copy and signed authorization form)

Do you keep my medical license on file for future orders?

Yes. Once your medical license and completed authorization form are approved, we keep them securely on file to streamline future purchases of restricted products. If your license expires or your practice information changes, updated documentation will be required before additional restricted items can be shipped.

How often do I need to resubmit my license or authorization?

You will need to resubmit your documentation whenever your medical license expires. We will notify you if updated information is required, but it is the customer’s responsibility to ensure that all licenses and authorizations remain current. If your role, facility, or licensing status changes, please contact us so we can update your account.

 

Returns & Warranty

How do I return an item?

All returns require an RGA (Return Goods Authorization). Items sent back without an RGA will be refused and returned to the sender. To begin a return, please contact Customer Service and we will provide instructions and the required authorization number.

Returns are not accepted for:

• Opened or used items
• Items marked “Licensed Healthcare Professionals Only – Non‑Returnable”
• Temperature‑sensitive or refrigerated products
• Items purchased more than 30 days ago

How long does the return process take?

Once your return is received and inspected, most returns are processed within 5–7 business days. Refund timing may vary depending on your original payment method and your bank’s processing speed. Please note that certain items — including restricted products, temperature‑sensitive items, and special‑order equipment — may not be eligible for return.

Do your products come with a manufacturer warranty?

Yes. As a direct distributor for every product we sell, all items are covered under the manufacturer’s warranty.

If you experience an issue with a product under warranty:

• Contact us first. We can help determine whether the issue is warranty‑related and guide you on next steps.
• In many cases, manufacturers prefer to work directly with the end user for warranty claims, repairs, or replacements.
• If needed, we will assist in connecting you with the correct manufacturer support team.

This ensures you receive the fastest and most accurate resolution based on the manufacturer’s policies.