Welcome to the FAQ section at eGeneralMedical Inc. You may use the links above to help you find any questions you may wish to have answered. To view an answer, click the question. Clicking the question a second time will cause the answer to disappear again. If you still have any questions, please feel free to call us toll-free at (919) 844-9402 or email our Customer Service department at cust-serv@eGeneralMedical.com.
How do I place an order?
Find a product using the menu on the left or the "Browse Categories" section on our front page, or by using our search tool to search by ISBN, SKU, item number, or title/description of the product you are looking for. You can also see recently-viewed items at the bottom of your screen. At the product page, enter the quantity you would like to order and select any applicable options, such as color or size. Click the "Add to Cart" button. You will be taken to your shopping cart. If you would like to add more products, click "Keep Shopping" at the bottom of your cart. Alternatively, if you are ready to complete your order, click the "Checkout" button and fill out all of the necessary information.
Where is the "Add to Cart" button?
For product pages with only one item for sale, the "Add to Cart" button is found below the product image on the left-hand side of the screen, above the product description. For product pages that list several items in a table, the "Add to Cart" button is found at the bottom right of the table.
Why can't I order a product?
Products are sometimes on backorder from the manufacturer due to supply and demand, and will be listed on the product page as "Temporarily Out of Stock." If this is the case, please check back again later, or you may call us for availability. Please be aware that in some cases, products may be discontinued.
Another possibility is that the page you are looking at may not be a product page, but rather, a section page for a particular line of products. If you scroll down and see thumbnails of other products, you are at a section page. To purchase a product from that section, click on one of the thumbnails to go to a product page. A product page will have a green bar saying "Product Information" at the top, and you should be able to order the product from there, unless it's on backorder (see above).
Why am I getting an error message when I process an order?
Occasionally, if the server is busy trying to process other orders, you may receive an error message. If this occurs, wait a few minutes and then try to place your order again. If you are still receiving an error message, you can use our faxable order form (requires Adobe Acrobat). Download, print, and fill out the form, and fax it to us at (919) 844-9403. Alternatively, you may place your order by phone at (919) 844-9402 M-F 10:00 a.m. to 5:00 p.m. EST.
Why does it say my purchase is below the minimum order amount?
We have a minimum order amount of $25 on eGeneralMedical in order to give you, our valued customer, the lowest possible prices. It also helps you save on shipping costs!
Why did the price suddenly change on an item?
We occasionally change pricing information on the website when we find that prices are listed incorrectly or the manufacturer changes the price. Additionally, we frequently lower our prices during sales. If your order is cancelled due to a pricing error that was discovered after we've already processed your order, you will be notified and issued a refund to the payment method you selected during checkout.
Can my billing address and shipping address be different?
For orders under $200, you can have your order be shipped to a different location than the billing address. However, to prevent fraud, for customers who have not previously shopped at eGeneralMedical, orders over $200 must be shipped to the billing address (this policy does not apply to returning customers). If you need to have an order exceeding $200 shipped to a different location, please download our domestic or international credit card authorization form (requires Adobe Acrobat). Fill out the form, complete with your signature, and fax it to our Ordering Department at (919) 844-9403 and call to confirm your order. Alternatively, you can contact us either by phone at (919) 844-9402 or by email at orders@eGeneralMedical.com.
How do I know my order has gone through?
Once you have placed your order, you will be taken to an "order sent" page that will list your 5- or 6-digit confirmation number (e.g., egeneralmedical-70123, where "70123" is your order confirmation number) indicating that your order has gone through. Additionally, you should receive an email from us that includes this number, confirming that your order has gone through. Please write down that number or print the confirmation page for your records.
What do I do if my order never arrived?
We have an excellent track record of successful deliveries. However, if you haven't received your order yet, and you believe the delivery is overdue, please do one of the following: send an email to tracking@eGeneralMedical.com, send a fax to (919) 844-9403, or call our tracking department at (919) 844-9402. Please include the following information when you contact us: your name, order number, date ordered, and shipping address.
What do I do if I never received a tracking number for my order?
We offer tracking information for most of our products. However, in some cases (especially for books, software, or anatomical models, or any international shipments), it may not be possible to provide a tracking number. You should check your spam or junk email folder in case our tracking information email was accidentally filtered by your email program. If you have received no email notification and wish to know the status of your shipment, please contact our Tracking Department at (919) 844-9402 or via email at tracking@eGeneralMedical.com.
What do I do if my order arrived damaged?
If the item(s) you ordered arrive damaged, please immediately contact our customer service department one of the following ways: send an email to returns@eGeneralMedical.com, send a fax to (919) 844-9403, or call us at (919) 844-9402. For more information, please see our Return Policy.
How do I return an item?
Please see our Return Policy.. If you have additional questions, you may contact our customer service department one of the following ways: send an email to returns@eGeneralMedical.com, send a fax to (919) 844-9403, or call us at (919) 844-9402.
How do I cancel an order?
If you wish to cancel your order, please do so as soon as possible, as orders that have already shipped cannot be cancelled.
How much does shipping and handling cost?
Because shipping charges will vary depending on what you've ordered, where you live, and what shipping method you've selected, the easiest and most accurate way to determine what your shipping costs will be is to go through the ordering process. Once you proceed to the Payment page in the checkout process, you should see shipping charges added to your total. If you need to, you can click "Cancel" at the bottom of the page, prior to completing your order, and then repeat the checkout process, selecting a different shipping method.
Why were extra shipping charges added after I placed my order?
For most orders, correct shipping charges will be added at the time of check-out. Because of a glitch in ours system, however, some orders require shipping charge adjustments after we receive the order. Most commonly, this situation occurs when an order is placed for an item or several items that result in the shipping weight to exceed 150 lbs., the max weight limit for UPS shipments. When an order exceeds 150 lbs., our shipping software cannot calculate what the shipping charges ought to be and sets it to $0 instead. We will manually add shipping charges when this situation occurs and notify you of any changes.
What are my shipping method options?
We determine the shipping service used depending on your shipping preferences and location. We primarily use UPS or USPS. The following list describes each of the shipping methods available at eGeneralMedical:
Ground: UPS Ground service provides prompt, dependable, low-cost ground delivery for all your routine shipments. For customers within the 48 contiguous states, UPS Ground reaches every address throughout the 48 contiguous states. Continental US Only. If shipping to Alaska, Hawaii, Puerto Rico, or any other US territory, Next Day or 2nd Day Air must be selected. Selecting Ground shipping to these locations will result in your order being cancelled.
3 Day Select: The ideal mix of economy and guaranteed on-time delivery, UPS 3 Day Select guarantees delivery within three business days to and from every address in the 48 contiguous states. This service is the smart choice for time-sensitive packages on a cost-sensitive budget. US Only.
2nd Day Air: UPS 2nd Day Air service provides guaranteed on-time delivery to every address throughout the US (excluding intra-Alaska shipments) and Puerto Rico. This service is an economical alternative for time-sensitive shipments that do not require overnight or morning service and provides substantial savings compared to the rates for overnight air service. Available for the following countries:
United States, Aruba, Bahamas, Bermuda, Cayman Islands, Guam, Jamaica, Puerto Rico, Saint Kitts and Nevis, Saint Lucia, Trinidad and Tobago, US Minor Outlying Islands, Virgin Islands (British), Virgin Islands (U.S.)
Next Day Air: UPS Next Day Air service offers guaranteed next-business-day delivery to every address in all 50 states and Puerto Rico. The delivery time commitment depends on the destination. US Only.
APO Shipping: All military units are assigned an APO or FPO ZIP code and in many cases that ZIP Code travels with the unit. The Postal Service places APO/FPO mail on special charter flights, commercial airlines and military service aircraft to reach armed services members overseas as quickly as possible.
Canada: UPS Standard service offers guaranteed, fully tracked ground delivery for your routine shipments to Canada. UPS Standard is available to every address in all of Canada's 10 provinces. Canada Standard shipping does not include brokerage fees, taxes, or duties.
Canada Express: UPS Canada Express offers the same shipping services as Canada Standard, but also includes brokerage charges. Taxes or duties are not included. Customers are responsible for these additional charges.
United Kingdom: If you live in the UK, please select this shipping method.
International Shipping: If you live outside the US, the Caribbean, Canada, Australia, or the UK, please select this shipping method.
Australia: If you live in Australia, please select this shipping method.
UPS Shipping rates are based on weight. Most orders ship within 1-2 business days we receive your order. Orders cannot be shipped out the same business day, and we cannot guarantee delivery times. If you have an emergency need, contact our sales support staff at (919) 844-9402 during business hours (M-F 10am - 5pm EST) to place your order.
You will be responsible for all customs and tariffs imposed by your receiving country. If you refuse the package at customs and it is returned to us, you will not be refunded for shipping. USPS deliveries are not guaranteed if shipment is lost or delayed. We are not responsible for USPS shipments outside the United States. We cannot issue refunds for products that have left US borders.
Shipments to Alaska, Hawaii, Puerto Rico, & other US territories must be sent Next Day or 2nd Day Air.
How do you handle customs, tariffs, duties, and other import taxes?
You will be responsible for all customs and tariffs imposed by your receiving country. If you refuse the package at customs and it is returned to us, you will not be refunded for shipping.
When will my order arrive?
Please see the table below for estimated shipping times. Please note that we cannot guarantee any of these delivery times. During adverse weather conditions, there may be processing and shipping delays of 24-48 hours.
* Most products will be shipped 1-3 business days after you place your order. Processing times may vary depending on the product(s) purchased. Please see individual products for estimated processing time.
** Plus Processing Time
International Orders: You will be responsible for all customs and tariffs imposed by your receiving country. If you refuse the package at customs and it is returned to us, you will not be refunded for shipping.
Your website says my order will ship in 2-3 business days, and it's been 5. Why hasn't it arrived yet?
Orders will typically be shipped 2-3 business days after you place the order. Depending on where you live and what shipping option you chose, it may take up to an additional 12 business days to be delivered if you live in the US, or up to 4 weeks if you live outside the United States.
Please see the table below for estimated shipping times. Please note that we cannot guarantee any of these delivery times. During adverse weather conditions, there may be processing and shipping delays of 24-48 hours.
* Most products will be shipped 1-3 business days after you place your order. Processing times may vary depending on the product(s) purchased. Please see individual products for estimated processing time.
** Plus Processing Time
International Orders: You will be responsible for all customs and tariffs imposed by your receiving country. If you refuse the package at customs and it is returned to us, you will not be refunded for shipping.
Is there tracking available for my order?
When tracking information is available, we will email you the information as soon as we receive it. If you have not yet received an email from us, you may send an email to tracking@eGeneralMedical.com to request an update.
Tracking is generally available for all orders except those shipping internationally and APO shipments.
If your order is listed as "REJECTED," it has been cancelled. You must place your order again. There are several reasons orders are rejected:
- To prevent credit card fraud, your payment information did not match up with your billing address, or you specified an unverified PayPal account or unconfirmed billing address.
- The items you've ordered are no longer available.
- You selected an invalid shipping method.
If your order is listed as "HOLD," the item(s) you've ordered is on backorder and will be processed when it becomes available. We will only charge your credit card when the order is shipped or processed with the manufacturer. If you sent payment by check, it usually takes 10-14 business days to clear our account.
If your order is listed as "PRE-ORDER," please be aware that while all pre-orders will be fulfilled, the date of fulfillment is subject to the supplies on hand. Pre-orders are on a first-come-first-serve basis and eGeneral Medical cannot, therefore, guarantee a shipping date.
Why am I being charged an address-correction fee?
UPS charges us every time a package is sent to an incorrect address. Therefore, it is extremely important that you provide us with the correct shipping information. If you provided us with the wrong shipping address when you placed your order, you will be charged an address-correction fee of $5. To avoid this, please double-check all your information before you complete your order, and call us immediately if you have entered the wrong information.
What happens if UPS couldn't deliver my package, and it was returned?
UPS will make 3 delivery attempts, and then hold the package for an additional 5 days, after which they return it to us. UPS charges us for all returned packages. If your order was returned to us, you will be contacted by our sales department and charged a $5 fee. You will then have the option of either cancelling the order (you will be charged a 30% restocking fee) or having the order re-shipped (you will be charged a new shipping fee). Therefore, it is in your best interest to make sure you are home to receive your package.
The picture listed on the product page is too small. How can I get a better look at the product?
Click on the picture to open a pop-up window with a larger version of the image. You may have to enable your browser to allow pop-ups for eGeneralMedical.net. If the image in the pop-up window is still not large enough, please email our web content editor at content@eGeneralMedical.com.
What type of warranty does the manufacturer have?
eGeneral Medical, Inc. does not provide any additional warranties for the products we sell. The products are backed by the manufacturer or publisher's warranty only. Consult your product documentation for specific warranty information. The warranty period and service varies by manufacturer and product.
