Returns

Our goal is to process your return quickly and helpfully. 

Returns requests must be made within 30 days of receiving your order.

How do I return an item I ordered?   

To return an item, please contact our customer support team for approval to return, by emailing us at customerservice@mohawkmedicalmall.com, submitting a request on our contact us page here, or calling our customer support team at 855-366-4295.  Please let us know your order number and the reason for your return request. Our Customer Service team is available Monday - Friday from 8:30am - 5:00pm EST. Any questions received outside of these hours will be addressed the following business day.

Can all items be returned? 

All returns are accepted, unless your item:  

• Is opened and/or partially used
• Requires refrigeration
• Is embroidered or engraved
• Was received over 30 days ago
• Cannot be returned based on the manufacturer’s return policy

Why did your customer service team assess a restocking fee on my return request?  

While most items we sell are stocked in our warehouse, some are "special order" or shipped directly to you from the manufacturer. Upon receiving these items back from you, we then return to the manufacturer. In doing so, we must pay for shipping charges to return the item to the manufacturer and any restocking fees the manufacturer imposes on returns.  These amounts will be passed along to you in the form of a restocking charge.  These fees could be as much as 50% so prior to ordering an item, you may wish to contact our customer support team to find out the potential % restock fee you will be assessed should you return the item. 

Also, if your order included a shipping charge, this amount will not be credited.  

Customer service approved my return, how do I ship back?

To ship us your item, please return the item(s) into the same box we sent you, along with the same packaging.  Please do not write or apply tape onto the actual manufacturer’s packaging as this will prevent you from receiving credit for your return.  Also include a copy of your packing slip in the shipment.  You may return using the shipping company of your choice and you are responsible for all return shipping costs.  Based on the price of the item, you may consider adding insurance to your shipment to cover damage or loss during return.  

I returned my item, when will I receive Credit?   

Once we receive your return, our shipping department will inspect the items and notify our customer support team.  A credit will then be processed to your original method of payment.  Please allow 2-3 weeks for your credit to be processed and show on your payment statement.      

My package was damaged upon arrival. What should I do?

If your package is visually damaged upon arrival, please note this on the shipping receipt, refuse delivery and contact us with details.  You will have the option to have a replacement item shipped to your or receive a refund for the order (including shipping costs).Should you discover your items to be damaged or defective after opening, please contact our customer support team immediately.