Customer Service

Shipping & Delivery

All U.S.-based surgical facilities east of the Mississippi River, orders are shipped UPS Ground unless another faster option is indicated on the order.  UPS Ground shipments are 2-5 day delivery.  All U.S.-based surgical facilities west of the Mississippi River are shipped via FedEx Express Saver unless a faster option is indicated on the order.  FedEx Express Saver shipments are 2-3 day delivery.  Existing customers who have provided or will be providing FedEx or UPS account numbers will be billed directly by the carrier and Palm Harbor Medical does not charge a handling fee.  Facilities using their own shipping accounts are responsible for the fees and under no circumstances is Palm Harbor Medical, Inc. responsible for any charges or fees.  All orders ship F.O.B. – Palm Harbor Medical, Inc.

International orders will ship United States Postal Service and a Palm Harbor Representative will be contacting you regarding the shipping charge.  Existing international customers who have provided or will be providing FedEx, UPS or DHL account numbers will be billed directly by the carrier and Palm Harbor Medical does not charge a handling fee.  International customers are responsible for all import taxes, VAT, tariffs and fees to get the package(s) into your country.  Under no circumstances is Palm Harbor Medical, Inc. responsible for these fees or any other fees.  Under no circumstances is Palm Harbor Medical, Inc. responsible for customs charges, holds or losses of packages by customs agencies.  All orders ship F.O.B. – Palm Harbor Medical, Inc.  All orders after 4:30PM Eastern Standard Time will be shipped next day unless noted.  Palm Harbor Medical, Inc. is not responsible for delays in shipping due to orders arriving after 4:30PM Eastern Standard Time.

Privacy & Security

See our Privacy Policy.

Returns & Replacements

Domestic surgical facilities are allowed to return items upon request, including ordering errors.  Any domestic facility not happy with any device will have that device replaced at no charge.  If that specific product is not available, Palm Harbor Medical, Inc., will give the facility equal dollar credit towards any other device(s) in our inventory.  Should any product we sell you reach its expiration date prior to use, Palm Harbor Medical, Inc., will replace the product at no charge and if that specific product is not available, equal dollar credit towards any other device(s) in our inventory will be issued.

For international customers and surgical supply wholesale distributors, all sales are final.  Palm Harbor Medical will not accept returns for any reason from international sales and/or surgical supply wholesale distributors.

Recall Items

For all domestic surgical facilities, any item(s) that are subject to a voluntary or involuntary recall from a Manufacturer or the Food & Drug Administration (FDA) will be replaced with identical product not under the recall at no charge.  If supply is not available, Palm Harbor Medical, Inc. will give the facility equal dollar credit towards any other device(s) in our inventory.  Product will be returned to Palm Harbor Medical, Inc. and subsequently destroyed.  Please contact Palm Harbor Medical, Inc. for instructions on returning recalled product(s).

Ordering

All domestic surgical facilities can use a Purchase Order created on the site or can send Purchase Orders directly to our offices via phone, fax or email.  Surgical Supply wholesale distributors may use this site to generate orders but are subject to review from Palm Harbor Medical, Inc. management.  International orders placed through the website will be reviewed by management as well and you will be contacted regarding shipping charges.  Orders for all customers are subject to availability and there is no guarantee that the devices will be available at all times or in the future. The sale of items on this website may be subject to regulation by the U.S. Food and Drug Administration and state and local regulatory agencies. If so, do not bid on this item unless you are an authorized purchaser. If the item is subject to FDA regulation, Palm Harbor Medical, Inc. will verify your status as an authorized purchaser of this item before shipping the item.  If you have questions about the legal obligations regarding the sales of medical devices, you should consult with the FDA’s Center of Devices and Radiological Health at:  www.fda.gov

Payment, Pricing & Promotions

International orders are to be paid using PayPal or wire transfer only, absolutely no exceptions.  All sales are final and no refunds will be issued for any reason.  Pricing is subject to change at any time and Palm Harbor Medical, Inc. is not obligated to notify any customers of pricing changes.  Occasionally, Palm Harbor Medical, Inc. will run a promotion with changes in pricing structures these are not to be implied as future changes in pricing.  Pricing may or may not revert to existing levels after the promotion is completed.

Viewing Orders

All orders are viewable in your account including previously ordered products.

Updating Account Information

Customers are solely responsible for any changes or updates to their account information.  Palm Harbor Medical, Inc. reserves the right to contact the customer regarding said changes, if necessary.