Contact Us, Terms & Shipping Policy

PO Box 247

Marcy, New York 13403

Toll free: 1-888-687-4334

 

 

 

Ordering

Internet Fraud

If we feel that a Credit Card that is used is stolen or used without the Cardholders consent in any way, Mountainside will not hesitate to contact the authorities. (Local and Federal). Orders placed from a web proxy will be cancelled and refunded. IP Addresses will be monitored and turned over to the FBI for all fraudulent orders.  

How to Order

You may place an order through our online store 24 hour a day 7 days a week or simply give us a call Toll-Free at 1-888-687-4334 (Customer Service) Office hours are 8 am to 4:30 pm Monday thru Friday.

We recommend all customers use the self service option online to prevent order errors, discrepancies and typos. We are not responsible for any discrepancies, typos or errors if the order is called in.   

Sales Tax

New York shipments only: New York State sales tax will be applied to all taxable merchandise. No sales tax will be charged to orders delivered outside of the state of New York.

Tax Exempt 

All tax exempt orders must be called in for in-house processing by our sales team. It can be faxed in (315-768-6111) or emailed to sales@mountainside-medical.com.

For accounting purposes tax can not be refunded after an order has been placed. The entire order will have to be cancelled and refunded and a new order will need to be placed.

****ONLY FOR NYS ORGANIZATIONS**** 

Images and Descriptions

Product images and descriptions are updated regularly, however, due to industry changes, discrepancies do arise from time to time. Please refer to both the product image and description to ensure accuracy. If there is any question as to item details, please contact our customer service department prior to placing an order to verify product details. 

Item Numbers

When placing an order for an item with a drop-down box, please call ahead to ensure the item number is correct. Technical issues do cause confusion, and at times, the item number will not change if you select a different variation of the item. 

Coupons

For accounting purposes coupons can not be applied after the order has been placed.  

Border Tax

Anyone ordering outside of the United States will be responsible for paying the appropriate border taxes and fees.

To place an order outside of the United States, please contact us. Thank you!

Payment

For your convenience we accept American Express, Discover, Master Card and Visa. You may also pay by check, but please note that it make take 3-4 business days for your check to clear before the order is shipped. Payments by check that cannot be processed due to insufficient funds are subject to a $30 penalty fee.

Payments will be charged at the time the order is placed online.  

 Prices

Due to unforeseen manufacturers’ price increases or decreases, pricing is subject to change without prior notification. Buyer is hereby advised that it may be obligated to fully and accurately disclose the amount of any discounts, rebates or other price reductions in cost reports or claims for reimbursement by buyer to Medicare, Medicaid or other health care programs requiring such disclosure.

Cancelling Orders

Once an order has shipped we can not cancel it. The customer can still return it but they would be responsible for shipping the item back or paying the refusal fee of $15.

Refunds

Refunds on cancelled orders will be processed in 1-3 business days. Once the refund is issued it could take the customers account 1-3 more days to reflect the refund.    

 Order Discrepancies

Any type of order discrepancy, including lost or missing packages, must be filed within 30-days of shipment date. This includes missing items and lost or stolen packages.  

Substitution 

In certain situations to prevent order delays Mountainside Medical reserves the right to substitute products of equal or greater value.

All Substitutions are done based on price equivalents. Substitutions are not based on volume.    

 Typos

 All price and quantity typos will be handled at the sole discretion of Mountainside Medical.

Warranty Claims  

All units covered under warranty must be sent back for a warranty evaluation. The customer is responsible to ship the unit back and we will cover the cost of shipping the new or repaired unit back.  

 

Shipping & Delivery

Products will be shipped per the method chosen at checkout from New York within 1 to 4 business days from the date that the order was placed (subject to stock & availability).

If a product is needed by a specific date, please call to ensure the product is in stock. Toll Free 1-888-687-4334. 

All Weekends and Holidays will not be counted as delivery days.

The warehouse closes at 3:30pm EST to allow for carrier pickup. Any expedited orders placed after that time are not guaranteed same day shipping.

All expedited shipments will require a signature for liability purposes.  

Expedited shipments are delivered on Business Days only. Example: An Overnight order placed after 3:30 on a Thursday will ship Friday and be received on Monday. Expedited shipments are considered as, Fedex Express Saver, Fedex 2day, Fedex Overnight, Ups 3 day select, Ups 2nd Day Air, and UPS Overnight ONLY!

FEDEX Ground is not considered Expedited and will ship in the normal 1-4 business day time frame. Choosing this method however will ensure that we do not ship it FEDEX or UPS Smartpost. (5-9 day shipping time frame)   

Saturday delivery is not offered online as FEDEX & UPS do not delivery on Saturdays to all locations.  Please call for a Saturday delivery quote.  

Refused/undeliverable: For any and all shipments that are shipped by any carrier that are refused or returned undeliverable, a minimum $15.00 return fee will be applied to any refund issued. Other other fees associated with the return will be deducted from any refund due. 

Free shipping applies only to the continental US for order totals $99 and over. For all other areas, applicable shipping costs will be added. Orders will be delivered in 2-9 Business days when this method is chosen. If the items can not arrive in that time frame you will be notified. We reserve the right to send multiple shipments from multiple locations and shipping information will be updated when the applicable reports are updated. 24-72 hours. 

Shipping cost is calculated & determined by size and weight. Please place the items in your cart and enter your address to calculate shipping.  (Free over $99)

Shipping Address Correction: All packages that need the address updated or rerouted there is a minimum $15 FEDEX fee.  Charges be be based on the nature of the routing. USPS packages can not be rerouted.  

Standard shipping will be shipped the best way possible via USPS, FEDEX or UPS. It starts at $4.99 and goes up from there depending on size, weight & location. This method can take 2-9 business days for delivery depending on location.   

Manufacture Direct- Some items listed on the website are shipped directly from the manufacture and have processing times of 24-72 hours.  Expedited order shipping times can not be promised. We will contact you and make you aware of any delays but please call before placing an order to ensure delivery time.  

Some Pharmaceutical items take up to 24 hours to complete and ship.

Shipping errors and discrepancies will be refunded due to the nature of the problem at Mountainside Medical's discretion.  (Example, customer pays for overnight shipping and FedEx incurs a problem and the package arrives in 2 days.  We will refund the difference between overnight and 2 day shipping)

Mountainside is not responsible for packages left in extreme climate temperatures. ( Hot or Cold) It is the customers responsibility to ensure pickup after delivery. 


 All shipments are discretely and safely packaged.

 

Ordering

Internet Fraud

If we feel that a Credit Card that is used is stolen or used without the Cardholders consent in any way, Mountainside will not hesitate to contact the authorities. (Local and Federal). Orders placed from a web proxy will be cancelled and refunded. IP Addresses will be monitored and turned over to the FBI for all fraudulent orders.  

How to Order

You may place an order through our online store 24 hour a day 7 days a week or simply give us a call Toll-Free at 1-888-687-4334 (Customer Service) Office hours are 8 am to 4:30 pm Monday thru Friday.

We recommend all customers use the self service option online to prevent order errors, discrepancies and typos. We are not responsible for any discrepancies, typos or errors if the order is called in.   

Sales Tax

New York shipments only: New York State sales tax will be applied to all taxable merchandise. No sales tax will be charged to orders delivered outside of the state of New York.

Tax Exempt 

All tax exempt orders must be called in for in-house processing by our sales team. It can be faxed in (315-768-6111) or emailed to sales@mountainside-medical.com.

For accounting purposes tax can not be refunded after an order has been placed. The entire order will have to be cancelled and refunded and a new order will need to be placed.

****ONLY FOR NYS ORGANIZATIONS**** 

Images and Descriptions

Product images and descriptions are updated regularly, however, due to industry changes, discrepancies do arise from time to time. Please refer to both the product image and description to ensure accuracy. If there is any question as to item details, please contact our customer service department prior to placing an order to verify product details. 

Item Numbers

When placing an order for an item with a drop-down box, please call ahead to ensure the item number is correct. Technical issues do cause confusion, and at times, the item number will not change if you select a different variation of the item. 

Coupons

For accounting purposes coupons can not be applied after the order has been placed.  

Border Tax

Anyone ordering outside of the United States will be responsible for paying the appropriate border taxes and fees.

To place an order outside of the United States, please contact us. Thank you!

Payment

For your convenience we accept American Express, Discover, Master Card and Visa. You may also pay by check, but please note that it make take 3-4 business days for your check to clear before the order is shipped. Payments by check that cannot be processed due to insufficient funds are subject to a $30 penalty fee.

Payments will be charged at the time the order is placed online.  

 Prices

Due to unforeseen manufacturers’ price increases or decreases, pricing is subject to change without prior notification. Buyer is hereby advised that it may be obligated to fully and accurately disclose the amount of any discounts, rebates or other price reductions in cost reports or claims for reimbursement by buyer to Medicare, Medicaid or other health care programs requiring such disclosure.

Cancelling Orders

Once an order has shipped we can not cancel it. The customer can still return it but they would be responsible for shipping the item back or paying the refusal fee of $15.

Refunds

Refunds on cancelled orders will be processed in 1-3 business days. Once the refund is issued it could take the customers account 1-3 more days to reflect the refund.    

 Order Discrepancies

Any type of order discrepancy, including lost or missing packages, must be filed within 30-days of shipment date. This includes missing items and lost or stolen packages.  

Substitution 

In certain situations to prevent order delays Mountainside Medical reserves the right to substitute products of equal or greater value.  

 Typos

 All price and quantity typos will be handled at the sole discretion of Mountainside Medical.

Warranty Claims  

All units covered under warranty must be sent back for a warranty evaluation. The customer is responsible to ship the unit back and we will cover the cost of shipping the new or repaired unit back.  

 

Returns & Replacements

Before returning any product, you must obtain a Return  Authorization (RA) number. NO returns, of any type, will be accepted without an RA number. Please have the following information on hand when calling for an RA number: customer name, order number and the nature of the problem. To obtain an RA number and return instructions, please call Customer Service at 1-888-687-4334 to start this process.

On all product returns, you are responsible for arranging shipment of the product back to the appropriate Mountainside Medical warehouse. You may use UPS, FedEx or USPS.

All returns authorized by Mountainside-Medical.com are subject to a restocking fee of 25%, and must be completed within 30 days of the date of invoice/Sales receipt. 

Due to manufacturers' return policies, Braces, Splints, Sammon Preston Products, Don Joy, and other custom equipment may be returned to Mountainside Medical for repairs only -no refunds or exchanges can be made at any time.

Scrotal Supports are non returnable. 

All products to be returned must be returned within 30 days from the invoice date, 100% complete, in resalable condition, and must include original packing material, manuals, blank warranty cards and other accessories provided by the manufacturer.

Products must be unopened due to regulations from the department of health. All medical products are to be sold in the original packaging and cannot be repackaged.

Medical Equipment past the return grace period (30 days) can only be exchanged or repaired under warranty.   

Shipping is non refundable.