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You are here: Home » Administration Page » Information Page » Shipping Information


Q. How much does shipping and handling cost?

A. 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, and then repeat the checkout process, selecting a different shipping method.

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Q. Why were extra shipping charges added after I placed my order?

A. 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.

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Q. What are my shipping method options?

A. 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 - 6pm 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.

Shipments to Alaska, Hawaii, Puerto Rico, & other US territories must be sent Next Day or 2nd Day Air.

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Q. When will my package arrive?

A. 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.

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Q. Is there tracking available for my order?

A. 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.

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Q. What are the special rules for orders over $200?

A. For all orders over $200, we require that you fill out the Credit Card Authorization Form and fax it to us at (919) 844-9403. We must receive this form before we can process your order. Please note, also, that orders over $200 must be shipped to the billing address.

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Q. What happens if UPS couldn't deliver my package, and it was returned?

A. 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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Q. What do I do if my order never arrived?

A. 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 ext. 121. Please include the following information when you contact us: your name, order number, date ordered, and shipping address.

If you wish to request a refund for an unreceived order, you will need to download and complete this form and fax it to us at 919.844.9403.

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