Rockwell Medical Supply

Frequently Asked Questions - Rockwell Medical Supply

Questions Frequently Asked of Rockwell Medical Supply


 

I currently phone in my orders. How do I order online? 

If you currently phone in your orders you already have an account with us and would simply need to register online with your account number to view your pricing and place your order online. If you need further information or help please contact us at 1-800-223-1044.


 

I need or forgot my password or acct number? 

If you forgot your password or account number please contact our customer service to help you recover these items. We can be reached at 1-800-223-1044.

 

Is your site secure? 

Yes, our site is extremely secure.  We use a 256bit Encrypted SSL (Secure Socket Layer) technology.  In short, we have implemented the most secure security available for your shopping piece of mind.  Your information is safe!


 

How do I know if you receive my order? 

After you have placed the order, a confirmation number will appear on-line. This confirms that the order has been received. In addition, you will receive an email with the order summary and confirmation number.

 

When will my order ship?  

Orders placed Monday-Friday by 3pm PST, are shipped that same business day. Shipping will not occur on Saturday or Sunday. Orders received during the weekend will be promptly shipped out on Monday. Some exceptions include:

     
  • Drop ship items are shipped directly from the manufacturer. Delivery times will vary.

  • Ship on-ice items require refrigeration and therefore will be shipped Monday through Thursday only to allow arrival within 1-2 business days.

 

What are your online features or the benefits of registering?

  • Browse our catalog.

  • Place an order.

  • Check on the status of an order whether it was phoned, faxed, mailed, or placed on-line.

  • Track your order -- whether it was phoned, faxed, mailed, or placed on-line.

  • Edit your account information.

  • Create a customized supply list for frequently ordered products.

 

How do I edit my acct info?

This would depend on the type of information that you need to change. If it is something minor like the contact name or phone number, that can be changed in the my account section once you logon to the website. If it is something like the practice name has changed or an address change, a new credit application will need to be filled out and sent to our office so we have accurate records on file. If you are unsure or have questions please call the office 1-800-223-1044.

 

Can I order DEA items?  

DEA items can be sold to registered and fully licensed customers only. We must have a copy of your valid State license and Federal DEA registration on file. If you have moved or if you are a new customer, please fax your Federal DEA license to 1-310-830-9018. DEA controlled drugs cannot be shipped without verification and will be shipped only to the address shown on the DEA license. 

 

What does drop ship, or refrigerated items mean?

     
  • Drop Ship Items: Drop ship items are shipped directly from the manufacturer. Delivery times may vary and can be expected within 3-6 weeks. Some manufacturers will also apply Drop Ship fees and freight charges for deliveries and may vary by manufacturer.

  • Refrigerated Items: Any item requiring refrigeration may be shipped separately from the rest of your order. Items are shipped on ice Monday through Thursday only and will arrive in 1-2 business days. Refrigerated items cannot be returned.

 

Can I track my shipments? 

Shipments that are sent via UPS can be tracked by calling customer service at 1-800-223-1044. Customer service will either track the item for you or if you wish to track yourself on UPS site we can provide the tracking number to you.

 

What is your backorder policy? 

All backordered items will be shipped immediately upon receipt from our supplier.

 

Can I cancel my order? 

If you need to change, cancel your order, or cancel a back order please contact customer service or your sales person at 1-800-223-1044 or if you have your salespersons phone number you can call them direct.

 

Can I check my order history online? 

You can check your order history online at any time when you are signed into your account.

 

What are my payment options? 

We accept: cash, check, cashier’s check, money order, visa, MasterCard, discover, and American Express.

 

Will I be charged sales tax? 

Sales tax is charged if you are in the state of California and do not hold a resellers permit. Out of state customers are responsible for Use Taxes as designated by their individual state and are not collected by Rockwell Medical Supply.


What are the shipping charges? 

Local Delivery: If you are in our local delivery area that our delivery truck covers you will only be charged $3.00 fuel surcharge.

Non-Local Delivery: Non-Local California delivery customers receive free freight for orders over $150 and are only charged $3.00 fuel surcharge. For orders under $150 freight charges will be the cost of actual freight delivery as charged from UPS. We do not charge a handling fee.

Out of State: If you are out of the state of California deliveries over $250 will be charged only $3.00 fuel surcharge. Orders under $250 will be charged the actual freight delivery as charged from UPS. We do not charge a handling fee. 

Other types: There are additional charges for refrigerated, high weight, hazardous, or drop ship items, these vary based on the item and the manufacturer. Please call for rate quote, these may vary as we only charge what UPS charges us, we do not charge a handling fee.  

Equipment: Equipment fees vary based on the type and weight of the equipment. Most equipment is drop shipped and manufacturer’s freight fees vary. You will be advised of freight charges at the time of quotation of the equipment.

 

How do I return an item? 

We make every effort to accurately pack and ship your order. If you encounter a problem, please contact us at 800-223-1044.

Returns within 30 days:
if you are not 100% satisfied with your purchase, Rockwell Medical Supply will replace the item or provide a credit for the full merchandise amount, less any shipping charges or restocking fees imposed by the manufacturer.Prior approval is required before returning any item.
Returns beyond 30 days:
require prior approval and may incur a restocking fee. Call Customer Service at 1-800-223-1044 for further information.

Special and custom orders are not returnable, but any defective parts will be replaced. Returns cannot be shipped C.O.D.

Credit will be given for incorrectly shipped, damaged, or defective products
within 45 days of invoice. In order to receive full credit, returned products must be unopened and in salable condition.

 

Are there items that cannot be returned?

The following products have restrictions or cannot be returned. Please call Customer Service at 1-800-223-1044 for further information.

- All Rx Returns must be requested by customers and approved by Customer Service within 7 days of invoice and the product returned to us within 15 days.

- All Over-The-Counter and Prescription Medications that don't meet date requirements must be reported within 5 days of receipt and will then be verified through warehouse for stocked merchandise dating.

- Controlled Substances

- Influenza Vaccine

- Diagnostic Test Kits

- Discontinued Products

- Drop shipped or Special Order Products shipped from the manufacturer

- Expired Products

- Hazardous/ORM Materials

- Items Shipped on Ice or Dry Ice

- Opened or Defaced Products

- Used Instruments

- Oxygen Tanks

 

What is your privacy policy?

Rockwell Medical Supply has created this privacy statement in order to demonstrate our commitment to privacy. The following discloses our information gathering and dissemination practices for our Web site. In order to fully understand your rights, we encourage you to read this Privacy Statement and to consult our Terms and Conditions page. Please direct questions regarding this statement to heather.merchberger@rockwellmsi.com.

 

IP Addresses
We use your IP address to help diagnose problems with our server, and to administer our Web site. Your IP address is also used to help identify you and your shopping cart and to gather broad demographic information. An IP address is a number that is assigned to your computer automatically when you use the Internet. When you visit a particular Web page in the Web site, our servers log your IP address.

 

Cookies
Our site uses cookies to keep track of your shopping cart. We also use cookies to deliver content specific to your interests. A cookie is a message sent to your browser from a Web server and stored on your computer's hard drive. Most Internet sites use cookies. You can set your browser preferences to reject all cookies, but this will prevent you from using most customized services and you may have to repeatedly enter log in information in order to use some services. Cookies make your experience easier by saving your preferences. We do not place advertiser's cookies on customers' computers.

 

Registration
Our site's registration form requires users to give us contact information (like their name and email address), and may require users to provide unique identifying information (such as their medical license number), financial information (such as their account or credit card numbers), and/or demographic information (such as their zip code or medical specialty). Registration data may be used to contact Rockwell Medical Supply customers with information about our company such as order status, special offers, and new content or services on our Web site. If you do not wish to receive these notifications, you may remove yourself from future mailings; please see the choice/opt-out section below. Purchasing information will not be shared with supply or other third party partners unless it is for drop ship orders. Financial information that is collected is used to check the users' qualifications for registration and to bill the user for products and services. Unique identifiers (such as a username and password) are collected to verify the user's identity when accessing the web site. Demographic and profile data is also collected at our site. We use this data to tailor the visitor's experience at our site, showing them content that we think they might be interested in, and displaying the content according to their preferences.

 

Order Forms
Our site uses an order form for customers to request information, products, and services. We collect visitors' contact information (such as their email address), unique identifying information (such as user name and password), and financial information (such as their account or credit card numbers). Contact information from the order form is used to send orders and information about our company to our customers. The customer's contact information is also used to get in touch with the visitor when necessary. Users may opt-out of receiving future mailings; see the choice/opt-out section below. Financial information that is collected is used to check the users' qualifications. Unique identifiers (such as user name and password) are collected from Web site visitors to verify the user's identity and for use in establishing and identifying account numbers in our record system.

 

Security
This site has security measures in place to protect the loss, misuse and alteration of the information under our control. All Web servers are behind a firewall and monitored at all times. All transactions, as well as financial and personal information, are encrypted using secure server software (SSL), the industry standard and among the best software available today for secure commerce transactions.

 

Correct/Update
This site gives users the following options for changing and modifying information previously provided.
E-mail
heather.merchberger@rockwellmsi.com

Visit www.rockwellmdsupply.com
Call the following telephone number: 1-800-223-1044
You can fax Customer Service at 1-310-830-9018

 

Acceptance of Privacy Policy
By using the Rockwell Medical Supply site and services, you signify acceptance of this privacy statement. If you do not agree or are not comfortable with any policy described in this privacy statement, your only remedy is to discontinue use of the Rockwell Medical Supply site and phone, fax or email information to us. We reserve the right to modify this privacy statement at any time. Your continued use of any portion of the Rockwell Medical Supply site following notification or posting of such changes will constitute your acceptance of those changes.

 

Contacting the Web Site
If you have any questions about this privacy statement, the practices of this site, or your dealings with this web site, you can contact:
Rockwell Medical Supply, Inc
P.O. Box 3639
Seal Beach, CA 90740
heather.merchberger@rockwellmsi.com

Phone: 1-800-223-1044
Fax: 1-310-830-9018

 

Choice/Opt-Out
Rockwell Medical Supply gives users the following options for removing their information from our database to not receive future mailings.

  • You can send e-mail to unsubscribe@rockwellmsi.com

  • You can call Customer Service toll free at 1-800-223-1044

  • You can fax Customer Service at 1-310-830-9018