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 Your website indicated that I can get my order in a 24- 72-hour shipping time. Why did my order come in 4 days?
- Ideally, we try to ship the order from the closest warehouse in which we have the item stocked. However, if the item is not stocked in the closest warehouse, we then ship from the next closest which may take will be a day or so longer.
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I put my order in online but received an e-mail that the product is on backorder. Can you please explain?
- When something is on backorder, we mean that the product is not in stock currently in any of our warehouses, and we are awaiting a shipment of the product to arrive. Generally, we know a tentative arrival date for the shipment, and one of the customer service representatives will contact you informing you of the date.
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You sometimes offer free shipping for orders that are over $199. I do not need such a large order. What will my shipping cost be?
- Our company policy is that orders over $199 within the U.S. have free shipping; however, if your order is under $199, there is a $15.00 shipping charge (which covers shipping and handling). Free shipping does not include overnight shipping requests. Orders to Alaska, Hawaii, and Puerto Rico will pay actual shipping charges. The flat fee rate of $15.00 does not apply to these locations. For orders shipping to these locations, please call our toll free number at 800-324-5804 to place your order.
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Am I being charged tax for my order?
- Orders shipped outside of Arizona have no tax charge. Orders shipped within Arizona will be charged 8.625% sales tax.
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I need my order by tomorrow. Can you get it to me by tomorrow?
- Whether overnight shipping can be done is dependent upon the location that the order is being shipped to and the day of the week you want it there. Since all of our orders are shipped by FedEx , all orders must be called in before 12 p.m. weekdays for next-day delivery. Also FedEx will not deliver on Saturdays or Sundays (overnight Saturday delivery is made only to certain areas by FedEx). If overnight is requested, the customer will be charged the overnight shipping charge.
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How do I go about returning what I ordered?
- Items can be returned within 30 days of purchase if they have not been opened or used as they must be in resalable condition. All returned items go through an inspection and approval procedure before credit is given to the customer. In order to return an item, we provide the customer with a Return Authorization number and instructions for the return. It is important to get a Return Authorization number for returns as this is the only way our Returns Department processes the customer�s return and accounts are re-redited by our Accounts Department.
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I returned my order as per company instructions. Why have I not received credit yet on my account for the return?
- Once our Returns Department receives the returned item it takes approximately 2 to 3 weeks to process the return and for our Accounts Department to recredit the customer�s account. When that is done, the customer will receive an e-mail (if they leave an e-mail address with their original purchase) by our Accounts Department to let them know that their account has been recredited.
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What are your customer service hours?
- South Mountain Health Supply's customer service line is open for calls and orders Monday through Thursday from 8 a.m. to 5 p.m. PST and Fridays from 9 a.m. to 3 p.m. PST. We are closed on Saturdays and Sundays and legal holidays. However, our website is open 24 hours, 7 days a week.
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What is the best way to pay so that I can get my order as soon as possible?
- The methods of payment that we do accept are credit cards, money orders/bank checks, and personal checks. A customer�s order is processed once payment is received. Payment by credit card will expedite the processing of the order. Orders paid for by check will take considerably longer to process as we wait for receipt and clearance of the check before orders are processed and shipped.
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Where do I send the check? Who do I make the check payable to?
- If paying by check, the check should be made payable to South Mountain Health Supply.
All checks should be mailed to:
South Mountain Health Supply Accounts Department
4028 E. Broadway Suite 604
Phoenix, AZ 85040
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Do I need a prescription to order this item listed on your website?
- Items that are listed on our website do not require a prescription.
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Can you please send me a catalog?
- Since our business is done primarily through our website, we do not have catalogs available. We do encourage our customers to browse through our website, and if there is anything they need which they are unable to find on our website, they can call our customer service line at 800-324-5804, and our representatives will be able to assist them.
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Do you ship internationally?
- At the present time our company only ships orders within the United States. We do not do international orders.
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What if I refuse to accept the delivery; will I be credited for the return?
- If delivery is refused and the package is sent back to our warehouse, the customer will be credited back the amount of the order minus a restocking fee.
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Can I use another person�s credit card to place an order?
- Using another person�s credit card to place an order assumes that you have received proper authorization to use that card. Failure to obtain authorization may constitute a criminal offense.
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