Shipping, Returns & Cancellations
At MAP Medical, we work to make ordering wholesale medical and surgical supplies as straightforward as possible. On this page you will find our shipping information, order cancellation policy, return and refund process, and how to request a Return Merchandise Authorization (RMA).
Need help with an existing order?
• Phone: (312) 633-4999
• Fax: (312) 633-4994
• Email: [email protected]
• Hours: Monday - Friday, 8:00 AM - 5:00 PM CST
• Mercury Allegiant Partners, LLC, 5410 Newport Dr, Suite 36, Rolling Meadows, IL 60008
Quick Policy Overview
• Same Day Shipping: Orders for in-stock products placed before 1:00 PM CST on business days may qualify for same day shipping.
• Returns: Most stocked items may be returned within 30 days of delivery.
• Return Authorization: All returns require a Return Merchandise Authorization (RMA) number. MAP Medical issues the RMA number and the return shipping label.
• Special Orders: Certain special order and non-stock products are non-returnable and non-refundable, based on the manufacturer's return policy.
• MAP Shipping Errors: If your order is incorrect because MAP Medical shipped the wrong product or quantity, we will replace the product or issue a refund at no charge to you.
• Damaged Shipments: Report damage or shortages within 2 business days of delivery. When your order ships on a MAP Medical carrier account, we file the carrier claim and replace or refund the affected products at no charge.
• Refunds: Approved refunds are processed within 14 business days after we receive and inspect the returned merchandise.
Shipping
Where will my order ship from?
MAP Medical fulfills orders through a nationwide network of warehouse locations, manufacturers and distribution partners. Depending on the products ordered, your shipment may originate from one of our stocking locations or ship directly from the manufacturer, so the shipping origin, carrier and transit time may vary by product. Orders are delivered to the address you provide at checkout, provided it complies with any shipping restrictions listed on our website. All shipments are subject to the carrier's shipment contract.
When will my order ship?
Shipping and lead times depend on product availability, manufacturer lead times, order quantity and destination. Orders for in-stock products placed before 1:00 PM CST on business days may qualify for same day shipping, while special order and non-stock items may require additional processing time. For time-sensitive orders, request a Fast Quote or contact our team before ordering to confirm current availability and estimated shipping timing.
Can my order arrive in multiple shipments?
Yes. Orders with multiple line items, or high volume orders of a single item, may ship from more than one warehouse location and arrive in separate shipments. If you need your order delivered complete, let us know when placing the order - we will centralize the full order and ship it from a single warehouse.
How much does shipping cost?
Shipping charges depend on the products ordered, shipment size and weight, destination and shipping method. Applicable shipping costs are shown during checkout or included in your quote.
Please note that shipping charges calculated at checkout are estimates. In some cases - for example, oversized or heavy freight, international destinations, or temperature-controlled products that must ship via expedited service - the actual shipping cost may be higher than the checkout estimate. When this happens, the additional shipping charges will be added to your order and reflected on your invoice, and our team will let you know.
Order Cancellations
Can I cancel or change an order after placing it?
If you need to change or cancel an order, contact MAP Medical as soon as possible at (312) 633-4999 or [email protected] with your order or PO number and the products you would like to change. We will make every reasonable effort to accommodate your request. However, an order may no longer be eligible for cancellation once it has been processed, submitted to a manufacturer or supplier, or shipped. Special order, non-stock and manufacturer-direct products may not be cancellable once the order has been submitted. If an order has already shipped, it cannot be cancelled, and any return will be handled under the return policy below.
Can MAP Medical change or cancel my order?
MAP Medical reserves the right to accept or decline any order or partial order, to limit ordered quantities, and to cancel an order where there has been an obvious pricing error or the products are no longer in inventory. If we change or cancel your order, we will attempt to notify you using the email address, billing address or phone number provided when the order was placed.
Returns
What can be returned?
Most stocked items are returnable within 30 days of delivery. Certain special order and non-stock items are non-returnable and non-refundable, based on the manufacturer's return policy. To confirm the return policy for a specific product, check the product description on our website, contact your MAP Medical sales representative, or email [email protected].
What condition do returned products need to be in?
Unless the return is due to a MAP Medical shipping error, returned products should be:
• unused and in resalable condition;
• in the original manufacturer's packaging;
• packed securely inside an outer shipping box to prevent damage in transit;
• accompanied by your sales order or invoice number.
Once your return is approved, MAP Medical will email you a FedEx or UPS return shipping label and schedule the carrier pickup for you. Attach the label to the outer shipping box and write the RMA number clearly on the outer packaging.
Which products cannot be returned?
Products that may not be eligible for return or refund include:
• special order products;
• non-stock products;
• products designated by the manufacturer as non-returnable;
• pharmaceuticals and injectable solutions;
• opened sterile products;
• refrigerated or frozen products;
• hazardous materials;
• products with limited remaining shelf life;
• custom or personalized products;
• manufacturer drop-shipped products;
• products that have been opened, used or damaged, or are otherwise not in resalable condition.
How to Request a Return (RMA)
Step 1 - Request an RMA number. Email [email protected] before shipping anything back. Include your sales order or invoice number, the product SKU or manufacturer item number, the quantity being returned, and the reason for the return. Returns cannot be processed without an RMA number.
Step 2 - Pack the product. Place the item in its original manufacturer's packaging, then place it into an outer shipping box. Include your sales order or invoice number inside the package, and pack it properly so the item is not damaged in transit.
Step 3 - Receive your return label. MAP Medical will email you a FedEx or UPS return shipping label and schedule the pickup with the carrier. Attach the label to the outer package and write the RMA number on the outer packaging.
Step 4 - Hand off the package. Have the package ready for the scheduled carrier pickup. If the return is due to customer error, the return shipping cost will be billed to you along with any applicable restocking fees. For returns due to a MAP Medical shipping error, return shipping is free.
Return Costs and Restocking Fees
For returns due to customer error (for example, an incorrect product or quantity ordered), the return shipping cost will be billed to you, and restocking fees may apply. The exact fees can vary by product and manufacturer. For returns due to a MAP Medical shipping error, we will replace the product or issue a refund at no charge to the customer, including return shipping.
Damaged or Lost Shipments
Please inspect your order on delivery and report any damage or shortage within 2 business days of receipt. Keep the product, the shipping carton and all packaging materials, and contact us as soon as possible at (312) 633-4999 or [email protected] with:
• your sales order or invoice number;
• the affected products and quantities;
• a description of the damage;
• photos of the product and shipping packaging, where available.
When your order ships on a MAP Medical carrier account (our standard practice), we will file the carrier claim ourselves and replace the affected products or issue a refund at no additional charge to you.
When an order ships on your own carrier account, the carrier claim must be filed by you as the account holder. Our team will provide the shipment documentation needed to support your claim.
Refunds
Once your authorized return is received and inspected, we will process the return and refund within 14 business days and apply a credit to your original payment method. The credit will appear on your next statement, depending on the issuing bank and billing cycle. If we need to send you a refund check, please allow an additional 14 days for processing.
For customers transacting in currencies other than U.S. dollars, refund amounts may differ slightly from the original payment due to exchange rate fluctuations. All refunds are issued in USD, based on the exchange rate in effect when the refund is processed.
Questions Before You Order?
Return and cancellation eligibility can differ by manufacturer and product type. If you are purchasing a special order, non-stock, high-value or time-sensitive product, we recommend confirming its return and cancellation terms before placing the order. Email [email protected] or call (312) 633-4999 with the manufacturer name and SKU, or use our Fast Quote service for current availability, pricing and lead time information.
Related Policies
This page summarizes our shipping, cancellation, return and refund practices. The complete terms governing purchases from MAP Medical are in our Terms of Service and Privacy Policy. In the event of any conflict between this page and the Terms of Service, the Terms of Service control.