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Ordering  |  Payment  |  Shipping  |  Security  |  Products  |  Company

Welcome to the FAQ section at eGeneralMedical.com. 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 email our Customer Service department at cust-serv@eGeneralMedical.com.


Ordering Information
  •  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. For more detailed information, please read the Yahoo! Shopping Help FAQ.

  •  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 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.com, 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 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. 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 or via email at tracking@eGeneralMedical.com.

  •  How will I know if an item is on backorder?
    • We make every effort to keep the availability status of all items up-to-date on our webpage. However, some of our products ship directly from the manufacturer, and as such, we don't always have their most current inventory information. At the bottom of the ordering page, just below the optional comments field, there is a check-box that asks if you are willing to wait if your item is on backorder. If you do not need the item immediately, you may check this box. Either way, if the item you've ordered is on backorder, we will notify you via email immediately. You will have the option to either cancel the order or keep the order open and wait until the item becomes available again.

  •  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.


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Payment Information
  •  Will I be charged sales tax on my order?
    • We are required by law to add 7% sales tax to all orders shipped to North Carolina residents. We currently do not add sales tax to any other orders, including domestic orders shipped to the other 49 states or international orders.

  •  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 Coupon Codes, and how do I use them?
    • We use store coupons to attract new customers and reward returning customers by offering discounted or free shipping, sale prices, and other incentives. Coupon Codes can be found on various product pages, on our Coupon Codes page, and in the postcards and newsletters we mail out (you may subscribe to our newsletter to receive special promotions and coupon code offers by clicking here). Once you have a coupon code, you can redeem it on the Payment page of the checkout process. Enter the Coupon Code in the specified field under the "Coupon or Promotional Code" section and click "Apply." The page should refresh, and if your order qualifies for the Coupon Code you've entered, you should see it listed under "Your Order." Your total should reflect the change.

      Please note that you can only use one Coupon Code per order, but they can be used in conjunction with gift certificates (see below). Coupon Codes are not case-sensitive. You may use a Coupon Code on as many orders as you like until the code expires. We do not allow 3rd party vendors to use Coupon Codes.

  •  How do I pay using a gift certificate?
    • If you have a gift certificate you'd like to apply toward your purchase, you can do so by entering the gift certificate code in the "Coupon or Promotional Code" section on the Payment page of the checkout process. Make sure to include the @ sign when you enter the code. Once you've entered the code, click the "Apply" button. The page should refresh, and you should see the credit listed under "Your Order." Your total should reflect the change.

      If your gift certificate does not cover the total amount of your purchase, select an additional method of payment to cover the remaining balance. If you have money left on the gift certificate, it can be used for future purchases until the total value of the gift certificate has been used or it expires. You may use multiple gift certificates to pay for a single order, and they can be used in conjunction with up to one Coupon Code. Gift certificates must be used within 1 year of the date purchased, and cannot be redeemed for cash value. Items purchased with a gift certificate are not eligible for returns.

      Click here to purchase a gift certificate.

  •  Do you accept reward program certificates?
    • Not precisely. In order to abide by the guidelines set forth by the American Medical Association (AMA), we cannot accept the certificates themselves. However, we will purchase from you those items that you have received in trade from the company that issued the certificate (for store credit). We currently honor reward program certificates from Medsite™, Moore Medical™, Delcrest™, Medsmart™, and any others. Please call our Sales Department for more information. Any credit vouchers we issue are valid for 6 months, and you may apply the credit to any purchase you make within this time period (one use only).

      Orders using a credit voucher must have the same shipping and billing addresses. Third-party use of your certificate is forbidden. We do not issue credits or refunds for any unused amounts, and you cannot return an item purchased with a credit voucher.

      If you owe a balance after using the credit voucher, enter your credit card information as the payment method and note that you are also using a credit voucher in the order notes section. Please note that your credit card will be authorized for the full amount, but you will only actually be charged for the total less the value of the credit voucher. Alternatively, you may mail the remaining balance by check or money order to the address listed above. We will ship your order as soon as your check clears (typically 14 business days).

  •  How do I apply a chargeback against eGeneral Medical, Inc.?
    • If you place an order with our company, we apply a $20 administration fee for invalid chargebacks against our company. You must call us about the charge at ext. 115 or fax us at (919) 844-9403 prior to a chargeback dispute with your credit card company against eGeneral Medical, Inc. If we deem the charge return acceptable, we will credit your account accordingly. You cannot cancel an order more than 24 hours after it has been submitted or if the order has already shipped, nor you can you cancel or chargeback against our account for delayed shipments. Chargebacks applied against us without our permission will result in our filing your name and email address with a variety of anti-fraud organizations and possible police investigation. If you have any questions regarding this policy, please call us at ext. 115.

  •  You only accept PayPal payments from "Verified Users" with a "Confirmed Address." What does that mean?
    • What does it mean to be "Verified?"

      Verification increases the security of the PayPal network. Verified members have successfully completed PayPal's verification system to establish their identity with us. The verification process varies by country or region. For example, in the U.S., a Verified member has confirmed a bank account with PayPal. In Germany, a Verified member has completed a bank transfer or the Expanded Use Process. In most countries and regions where PayPal is available, a Verified member has added a credit card and completed the Expanded Use process.

      To add a verified U.S. bank account to your PayPal account:

      1. Log in to your PayPal account.
      2. Click the Add Checking Account link in the Activate Account box.
      3. Fill out the Add Bank Account form.
      4. Click Add Bank Account.
      5. You are now able to withdraw funds from your PayPal account to this bank account.

      To verify a U.S. bank account already added to your PayPal account:

      1. Log in to your PayPal account.
      2. Click the Profile subtab.
      3. Click the Bank Accounts link in the Financial Information column.
      4. Click Confirm.

      What is a confirmed address?

      A confirmed address is an address that has been reviewed by PayPal and found to be safe based on information related to the address. For example, a credit card billing address is confirmed because PayPal can check that the address is the same as the address on file at the credit card company.

      PayPal provides confirmed addresses to help sellers make informed decisions when shipping goods. As a general rule all accounts have at least one confirmed address and using an account will help increase the number of available confirmed addresses in the account.

      To confirm your address:

      1. Add a credit card to your PayPal account. PayPal will confirm the credit card billing address (i.e., the address where you receive your credit card statement).
      2. Apply for PayPal Buyer Credit. If you're approved, the address on your application will be a Confirmed Address.
      3. Alternate address confirmation. This process takes several days and is only available for U.S. accounts. To learn more, log in to your PayPal account and visit the Alternate Address Confirmation page.

      Copyright © 1999-2006 PayPal. All rights reserved.

      For more information on PayPal account verification, please click here. For more information on Address Confirmation, click here.


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Shipping Information
  •  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.

      For more information, please see our Shipping Information page.

  •  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.com:

      • 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 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.

      For more information, please see our Shipping Information page.

  •  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.

      Estimated Shipping Times

      * 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.

      For more information, please see our Shipping Information page.

  •  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.

      Estimated Shipping Times

      * 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.

      For more information, please see our Shipping Information page.

  •  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. Alternatively, you can view the current status of your order at Yahoo! Shopping (requires a Yahoo! user ID).

      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:

      1. 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.
      2. The items you've ordered are no longer available.
      3. 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.


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Security Information
  •  What is a credit card ID#, and why am I being asked for it?
    • The credit card ID# is a unique 3- or 4-digit number on your credit card that helps prevent against fraud and ensures that the person submitting the credit card information is actually the card holder. Usually Visa, MasterCard, and Discover have a 3digit number above the signature panel on the back of the card, and American Express has a 4-digit number on the bottom right-hand side of the front of the card. For a visual representation of where the number is located on your card, click here.


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Products Information
  •  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.

  •  Are the drugs detailed in your Rx Drug List available for purchase?
    • We are not a pharmacy and currently do not sell drugs online to consumers. We only sell medications to medical offices or physicians with a valid DEA license. The drug information listed is for reference only, and pertains only to US residents. To confirm the identity of any medication or to obtain additional information on any prescription or non-prescription medication, please consult your physician or pharmacist. In order to obtain a prescription for any of the medications listed, please see your physician. For more information, please visit the US Food and Drug Administration (FDA) website.

  •  How can I receive my student accessory kit?
    • 3M Littmann Stethoscopes provide you with a head-start in your studies and your career. With your purchase of a 3M Littmann master Cardiology Stethoscope or a 3M Littmann Cardiology III Stethoscope, Littmann will send you a FREE Littman Stethoscope Accessory Kit (you must have a valid student ID).

      Your FREE Accessory Kit includes:

      • Cardiac Auscultation (Heart Sounds) CD, containing over 33 normal and abnormal heart sounds
      • Cardiac Auscultation Study Guide
      • Cardiac Auscultation Pre- and Post-tests
      • Extra set of patented 3M Littmann Snap Tight soft-sealing eartips
      • Engravable ID tag for your stethoscope

      To receive your FREE Littman Accessory Kit, mail your proof-of-purchase from eGeneral Medical, Inc. (your invoice) and a copy of your student ID to:

      Attention HC106
      3M Littmann Accessory Kits
      Regal Services, PO Box 64869
      Oakdale, MN 55164-9474

      For more information, call Littmann at (800) 328-4827 ext. 1205.


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Company Information
  •  Is customer service at eGeneralMedical.com reliable?
    • Yes! But don't take our word for it. Here's what our customers are saying about us:

      Dear eGeneralMedical.com,

      Thanks again for the terrific customer service!! I wanted to say that first, because as a career retail store manager, I know all too well that most customer communications after the transaction are complaints!

      I ordered a Polar M52 HRM on a Monday morning and received it on Wednesday morning!! In my opinion, a 48-hour turnaround is incredible, especially since my purchase was shipped via UPS to Terre Haute, Indiana.

      The person who took my order must have taken the extra effort to pull and pack my purchase in time to make the afternoon UPS pickup and deserves an 'attaboy.' (And so does UPS for moving the package approximately 800 miles in 24 hours.)

      Thanks again!

      Lee Jerger


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