Table of Contents
Shipping
Q: How long will it take to receive my order?
- Your order should arrive in 1-2 business days if placed by 2 PM EST, Monday-Friday.
- Orders placed on Saturday or Sunday will be shipped out on Monday by 2 PM EST, and should arrive on Tuesday or Wednesday. Exclusions apply.
- For UVB lamps, please allow 3–10 business days to deliver.
Q: Can I track my order?
Yes! If you created an account, you can track your order under My Account > Orders. Guest checkout orders do not include tracking updates, but you can call us for assistance.
Q: Do tracking updates take a while?
Yes. Tracking updates may take up to 48 hours after the label is created. In many cases, the package may even arrive before tracking updates app
Q: My tracking hasn’t updated or my package is missing?
If your tracking hasn't been updated after 3 business days, please contact us. Our team will help resolve the issue promptly.
Q: My order only arrived partially. Where is the rest of my orde
If some items are missing from your package, it may be part of a multiple shipment. Please contact us, and our team will help locate and track the remaining items.
Q: Do you offer expedited shipping?
We do not currently offer overnight or expedited shipping. However, we ship the same day for qualifying weekday orders placed before 2 PM EST.
Q: How much is shipping?
Standard shipping is $5.95, or free for orders over $45. Be sure to select the Free Shipping option at checkout if eligible.
Q: Where do you ship?
We ship within the U.S. only. Unfortunately, we do not ship to P.O. boxes, U.S. territories, or overseas military addresses.
For more details, visit our full Shipping & Return Policy.
Damaged, Wrong, Missing items
Q: My order arrived defective, damaged or incorrect? What should I do?
To help us quickly investigate and file a claim — and arrange a replacement if eligible — please contact us with the following details:
- Your order number
- Photos of the packaging and the damaged or incorrect items
- For incorrect items, please include the brand and reference number of the item you intended to order (additional photos of the correct item are also helpful)
Providing this information allows us to resolve your issue as efficiently as possible.
Returns and Refunds
Q: Can I return a product I ordered?
Yes, most new, unused, and unopened items can be returned within 30 days of delivery for a full refund.
Q: Who pays for return shipping?
Customers are responsible for return shipping unless the return is due to our error (e.g., defective, damaged or incorrect item).
Q: Do you charge a restocking fee?
No, except UVB lamps, there is no restocking fee for general product returns.
Q: How do I return an item?
Return Instructions:
- Log in to your account and open the order you wish to return.
- On the order details page, scroll down and select Return under Actions.
- Once your request is approved, we’ll email you the self-ship return details and instructions.
- Customers are responsible for the return label cost and shipping with their preferred carrier (UPS, FedEx, USPS, etc.).
- After we receive and inspect the product in good condition, we’ll issue a full refund to your original payment method within 5–7 business days.
Q: When will I receive my refund?
Refunds are typically issued within 5 -7 business days after we received your return, but please allow up to 4 weeks total for processing:
- 5–10 business days for the product to reach us
- 5–7 business days for inspection and processing
- 5–10 business days for your bank to post the refund to your account
Q: I checked out as a guest. How can I start a return?
If you placed your order as a guest, please contact us and provide your order number. Once your return is approved, we’ll send you detailed self-ship return instructions.
Q: Are there items that can’t be returned?
We cannot accept returns for:
- Items returned after 30 days
- Opened or used products
- Hygiene-sensitive or restricted items (for safety reasons)
If you're unsure about your product’s eligibility, contact us — we’re happy to help you explore alternatives or find a replacement.
For more details, visit our full Shipping & Return Policy.
Payment Options
Q: What payment methods do you accept?
We accept the following secure payment options:
- Credit or debit cards (Visa, Mastercard, American Express, Discover)
- PayPal
- Google Pay
- HSA/FSA cards, if they can function like a standard credit/debit card
Q: Do you accept insurance?
At this time, we do not accept checks or insurance (e.g. Medicaid or Medicare). If you need assistance at checkout, feel free to reach out — we’re happy to help!
Q: Can I pay with an HSA or FSA card?
Yes, as long as your HSA/FSA card works like a regular debit or credit card, it can be used at checkout. Once your order is complete, a receipt will be sent automatically to your email for your records.
Q: Why was I charged twice?
What may appear as a duplicate charge is often a pending authorization hold from your bank. These usually clear within 3–5 business days. If it doesn’t, please contact your bank or let us know, and we’ll gladly assist.
Q: Why did my payment get declined or flagged?
Your order may have been flagged by our fraud prevention system if the billing and shipping details didn’t match exactly. This can result in a canceled or refunded order.
To avoid this, you can:
- Double-check your info at checkout
- Try a different payment method
- Select PayPal at checkout
Discount & Loyalty Program
Q: Do you offer discounts or coupons?
We currently don’t offer traditional coupon codes, but you can save through our Loyalty Program.
- Earn 1 point for every $1 spent
- Every 100 points = $1 off your next order
- Points never expire as long as your account remains active
For a more detailed guide on how to redeem your rewards, please visit How to Redeem Points in our Loyalty Program.
Tax Exemption
Q: How do I request a tax-exempt purchase?
To apply for your tax-exempt status, please send your exemption certificate to cs@heymedsupply.com before placing your order. Once we upload your certificate to your account, future purchases will be tax-free.
Note: Sales tax cannot be refunded for past orders where a certificate was not on file.
Bulk Orders & Quote
Q: If I want to place a bulk order, can you give me a quote?
Yes! You can request a quote directly through our website:
- For a single item: Visit the product page and click “Add to Quote.”
- For multiple items: Add everything to your cart, then go to the cart page and click “Cart to Quote.”
Please note that to qualify for a wholesale or bulk discount, we recommend submitting a bulk order request of $2,000 or more for the items you’re interested in.