Welcome to The S & H and Returns Policy Page.
This Policy applies to all customers and transactions, unless superseded by a signed written agreement including specific returned goods terms and conditions. AdvantagePlusMedicalSupplies.com (APMS) reserves the right to reject any return that does not comply with the terms of this Policy. Returns of non-brand items and “vendor directs” are subject to the terms and conditions of the manufacturer and may incur additional charges such as restocking or freight, based on the distributor, vendor or manufacturer’s policy. These charges will be deducted from the credit when issued.
Shipping:
Does APMS offer free shipping?
Yes, APMS offers free Ground shipment on most orders over $200 (excluding enteral products, cleaning solutions, gloves, milk, DME products and bulk incontinence items). See Price Table Based Shipping below.
What are your shipping options?
Yes, APMS offers free Ground shipment on most orders over $200.00 APMS can provide premium shipping services including Next Business Day and Second Business Day. Charges for shipping services other than Ground will be added to the invoice. Please place your order over the phone if you require Next Business Day and Second Business Day. Please contact us, if you require Next Business Day and Second Business Day, or contact your Sales Representative or Affiliate.
What are the cut-off times for same-day shipping?
APMS offers same-day shipping from all seven U.S. distribution centers. Orders placed before 5:15 p.m. EST (4:15 p.m. in all other time zones) will be shipped the same day pending credit approval.
What is your backorder policy?
Our fill rates are among the highest in the industry. However, we occasionally experience out-of-stocks on some merchandise. It is no longer our policy to pay freight on back orders (including enteral products, cleaning solutions, gloves, milk, DME products and bulk incontinence items).
Is contract pricing available?
Yes, APMS offers volume discount pricing. Please contact us to set up an account, or contact your Sales Representative.
Price Table Based Shipping:
Ceiling: 50.00 Charge 8.00
Ceiling: 75.00 Charge 9.00
Ceiling: 100.00 Charge 10.00
Ceiling: 125.00 Charge 11.00
Ceiling: 150.00 Charge 12.00
Ceiling: 199.00 Charge 13.00
RETURNS: Authorization from an APMS Customer Service Representative is required prior to returning goods.
Product can be returned for 100% credit if returned within 30 days of purchase without any obligation. Product returned after 30 days of purchase will be charged a restocking fee. APMS will only accept product returned within six months from the date of purchase. Additional charges may apply for product returned after 90 days from date of purchase. All returns must be returned in original packaging and are subject to inspection by APMS. No credit will be issued for product that we determine cannot be resold. Any product shortage or shipping errors must be reported to our Customer Service Department within 48 hours from receipt of the order.
Authorization from an APMS Customer Service Representative is required prior to returning goods. All products accepted for return must be current, resealed in original packaging, and resalable as new (a determination to be made by APMS). Some specific product lines are subject to manufacturers individual return/repair policies and therefore may not be returnable. Personalized goods and special orders are not returnable. Merchandise approved for return after six months from date of invoice will be subject to a 20% restocking fee. Product is not returnable after one year from date of purchase. Defective merchandise will be repaired or replaced at APMS discretion. All products returned to APMS with inadequate packing material will be refused or charged a 25% restocking fee at APMS discretion. Credit for the merchandise returned will be issued within 30 days of receipt of shipment.
Custom Items, Patient Home Direct, Kaumographed, Embroidered and/or Altered Textiles or Made to Order items can not be returned. Product may be returned for any item that has been shipped in error or found to be defective. Damaged items will require the appropriate inspection and/or documentation that would allow APMS to file the appropriate claim with the carrier. (All other returns may be subject to a restocking fee as listed below).
All returns require a Returned Goods Authorization (RGA) for all products without a -XX, or any [-]2 digit code at the end of the product. (Example: SER845U-ID, SER345T-RS, SER844U-IM DO NOT REQUIRE AN RGA CODE, DUE TO THE CODE ENDING IN -XX)
Goods received without prior authorization will be subject to review and credit may be denied. You may obtain an RGA for all products NOT ending with the code -IM, -MA, -IM, -IN in the product name, by calling the Return Goods Department at 1-800-307-8386. An RGA Number is valid for 60 days after issuance. All efforts will be made to assist you in meeting the 60 day requirement. Should you decide to keep your product after obtaining your RGA authorization, please advise us by contacting Customer Service. APMS will gladly cancel your authorization. All other items without the code -IM in the product name may obtain an RGA code through our Customer Service.
Receiving Products / Freight Damage Handling / Claims
Before signing for a shipment, inspect all cartons for visible damage and verify that the quantity received / damaged is correct on the delivery receipt. Accept the shipment. If shipment is damaged:
• Indicate the quantity and nature of the damage (for ex., carton torn or crushed) on the delivery receipt
• Have the delivery driver sign the receipt.
• Stop unpacking upon the first indication of damage when examining the cartons.
• Contact Advantageplusmedicalsupplies.com within 2 business days of receipt with findings.
• Failure to give such notice shall constitute acceptance of product and waiver of claims process.
• Failure to note damages upon delivery will lead to denial of freight claim. Retain all original cartons and packaging materials.
Advantageplusmedicalsupplies.com will arrange for the freight carrier to inspect any freight-damaged products and will order replacement products, at your request. Advantageplusmedicalsupplies.com will process a credit based on the freight carrier's findings.
Refused Shipments / Reconsignment Of Invacare Products
It is the responsibility of the buyer to contact Advantageplusmedicalsupplies.com within 2 business days of the attempted delivery to inform Advantageplusmedicalsupplies.com that a shipment has been refused of any product of AMPS with -IN on the end of the product code. Refusing a shipment in full or part does not guarantee a credit to the customer. If the customer refuses the shipment, the carrier will return the product back to the original shipping location. The shipping location will forward these items to the Advantageplusmedicalsupplies.com (-IN) Central Returns Center. The refused shipment will undergo one or all of the following: - RMA assignment in accordance to RMA assignment policy - Returned to customer when applicable
Allow for thirty (30) days to process any RMA associated with a refused shipment order If a reconsignment of shipment is necessary, and it is found the fault of Advantageplusmedicalsupplies.com, then Advantageplusmedicalsupplies.com will pay reconsignment charges and have the freight delivered to the original specified location. If a reconsignment is necessary, and it is found to be the fault of the consignee, then the customer must accept and receive delivery of the shipment. Once the shipment is received, the customer can negotiate a redelivery of the product at the customer's expense.
A Returned Material Authorization Number (RMA) is required for all returns and may be obtained by calling APMS Customer Service. A customer has thirty (30) days from date of invoice to request an RMA number to return unopened, unused stock product in original packaging.
Any product returned for credit to APMS without an authorized RMA number, clearly printed on the outside shipping label, will be refused. APMS will not pay to process, handle and ship, any unauthorized return item(s), back to the shipper.
During this thirty (30) day period from the invoice date, APMS reserves the right to either send material out for repair/replacement or, if deemed appropriate, issue an RMA for a full refund. In these cases, APMS will be responsible for the return freight and will issue a call tag to cover transportation charges. Beyond this period all issues relating to defective materials and workmanship will be covered under the product warranty conditions.
An RMA for customer "convenience returns" on unopened, stock items will also be issued within thirty (30) days of invoice date but are subject to a 25% restocking fee. Upon evaluation, convenience returns may be rejected because of the physical condition of the items.
Only items in full, complete and unopened cases with original packaging are returnable. Products that have been used cannot be returned. APMS will not be responsible for return transportation and any such charges may be deducted from any credits issued.
Custom-made products (i.e. custom power chairs, builder products and parts) are not returnable for credit and an RMA will not be issued.
Once an RMA is issued, it is valid for thirty (30) days from the date of issue. The RMA number must be clearly and legibly printed on the outside of all return packaging and should be referenced on packing slip and/or bills of lading.
APMS reserves the right to inspect all returned products and parts for the following:
1) The returned item matches the part number&/or the Serial Number attached to the RMA.
2) Verify the customer reported reason for which the RMA was issued.
3) Inspect for freight damage, its origin, original packaging and documentation.
APMS reserves the right to reject any return that does not comply with terms of this policy.
(RGA)Returns may be rejected due to the physical condition of the items received in our warehouse or our vendor’s warehouse. When returning product that is not defective, damaged, or a APMS shipping error, the following terms and conditions apply, (a) items must be received in unopened cases with original packaging in tact, (b) items with “piggyback labels” will not be accepted (these fall into the made to order category), (c) the expiration date on all nutrients have a shelf life of not less than six months from date received in our warehouse, (d) expired items may not be returned, and (e) items not in salable condition due to improper storage, spoilage, or damaged packaging are not returnable. Returns that are not for defect, damage or error will be subject to the following restocking amounts, based on the date of the original invoice:
Return from Date of Invoice Re-Stocking Fee as a % of the Invoice Amount
0 - 30 days 5% + Freight
31 - 60 days 10% + Freight
61 - 120 days 20% + Freight
121 - 180 days 30% + Freight
6 months or greater not returnable
Should you need assistance in scheduling a pick up, APMS can provide you with the appropriate Call Tags or Bill of Lading. Your RGA authorization will be provided with instructions on contacting the carrier, costs relating to freight and/or restocking fees as applicable. These fees will be deducted from the credit issued.
Total Quality Guarantee: All quality issues, damaged products or returns that are the result of a APMS error, will be returned at APMS ’s expense.
This Policy revision supersedes and replaces each previous Policy issued by us. If there exists a mutually written & executed contractual obligation currently in force between us, and if there is a conflict between the terms of this Policy and the terms of said contractual obligation, the contract provisions will be honored and will govern and control the conflict. APMS reserves the right to change this Policy and any products herein without prior notification.
