FAQs

Shipping Questions

How long does it take for you to ship my item after purchase?
We ship our products the same or next business day after payment is received.

What shipping methods are used?
Our standard shipping method is United States Postal Service Priority Mail (1-3 Business Days). We also offer Express shipping for expedited orders. For international shipping we also offer first class shipping for items that qualify for an inexpensive option.

Do you offer shipping through UPS or FedEx?
If you specifically request shipment via UPS or FedEx we can accommodate you with this request. Please note that additional charges may be incurred and it take more time for shipments to go out if other shipping services are requested.

How can I track my order after it has been shipped?
We will provide Delivery Confirmation on all of our packages so we can track them for you. You can also go to www.usps.com and enter the delivery confirmation number to check on the status of your shipment.

Do you offer insurance on shipping?
If an order total is over is over $100.00, we will automatically insure the package. These shipments will also require a signature confirmation at the time of delivery.

Do you offer shipping outside of the United States
We do offer shipping to Canada and Mexico. Shipping method to Canada and Mexico is United States Postal Service First Class Mail or Priority Mail. Please note that international shipments may be subject to customs fees, duty fees, handling fees, or taxes. These additional fees are not included in the shipping price.

Can you offer a shipping quote?
To get a shipping quote simply go to the product page.  You will see a link for shipping rates underneath the add to cart button.  Click on that and you can enter your zip code for a shipping quote.  

What happens if the shipping quote differs from the actual shipping charge?
If we quote you a shipping charge and the actual shipping charge is less, we will refund you the difference. If we quote you a shipping charge and the actual charge is more, we will not charge for our error in calculation.

What do I do if my package is damaged upon receipt from the USPS?
If you receive a package that appears to be damaged, please refuse it and contact us. We will ship you a replacement unit as soon as the post office notes that the delivery has been refused.  If the shipment is damaged but not refused, please contact us.  If there was insurance purchased on the package, we will file a claim.  Please keep the box and packing material because they may request a picture of that.   We will ship a replacement out with a postage paid box to return the damaged unit.  If there was no insurance purchased because the total price was less than $100.00, we will cover the replacement.  We will ship you a replacement unit with a postage paid box to return the damaged unit.  

Warranty and Return Policy Questions

We want to ensure that every customer is satisfied with our products and service during their purchase as well as continued use of their product. We will do everything we can to make the return process as easy and convenient as possible.

Is there a guarantee if the item is damaged upon receipt?
Cooper Medical Supplies gives a 30 day warranty from the date of purchase on all products sold. If you are having a problem with your item, please notify us within the 30 day time frame so we can address your issue. You must contact us before sending an item back so we can give you a return authorization number. All items must be returned with the original packaging and all booklets and accessories that were originally included.

The return shipping to Cooper Medical Supplies will be the responsibility of the customer unless there was a shipping error or if the item is defective. If your item has been abused or not taken care of, it will not be accepted for return.

If a refund is given, the original purchase price (minus original shipping charges) will be refunded.   If the original purchase qualified for free shipping, the refund will be given for the original purchase price minus actual shipping.  We can send a copy of the original shipping receipt if requested.  All refunds are processed via Paypal (this is who manages our shopping cart).  If you paid via a Paypal account, the refund will be processed immediately.  If you paid via credit or debit card, please allow 2-3 days for your refund to complete. 

What can I do if the pins on my CMS-50F are bent?
If you line the probe up correctly, you should never have trouble with the pins on the CMS-50F. Just make sure that the arrow on the probe matches up with the line on the front of the wrist unit. Push the probe in gently. If you encounter any resistance, the probe is not lined up correctly. If you push too hard, and the probe is not lined up, you can bend the pins. If you bend the pins during the first 30 days, I can try to repair them. You will be responsible for sending the unit back to me. If I cannot repair the pin connections, I will replace the unit for you. If the unit was purchased over 30 days ago, I will have to send the unit back to the manufacturer for repair. It is the manufacturer's discretion to determine if the warranty is voided because of abuse. I have not had them refuse to repair one yet, but they reserve the right to refuse to repair a unit if they feel that it has not been taken care of or if the instructions were not followed.

Will my item be repaired or replaced if damaged?
We will address each return individually to determine if the item should be repaired, replaced, or if a credit will be issued.

Will I be responsible for any charges for returning an item?
Cooper Medical Supplies reserves the right to charge a restocking fee of up to 20% for refunds due to ordering errors or other customer error. If an item is damaged or there is a shipping error on our part, we will not charge any restocking fee and will reimburse for any return shipping charges.

What happens if my item becomes non functional after the 30 day guarantee?
After 30 days, the warranty issue will be handled by the manufacturer. As an authorized reseller of all of our products, we will assist our customers in getting their item repaired or replaced. Cooper Medical Supplies will not issue refunds after the initial 30 day period. All of Contec Medical products have a 18 month warranty on the oximeters and 3 months on probes. Choice Med products have a 1 year warranty on the oximeters and 3 month warranty on the probes. 

If a unit is still under warranty but is defective, you can send the unit back to Cooper Medical or to the Manufacturer.   The shipping to the manufacturer is a little higher but the turnaround time will be quicker.  We try to wait until we have several units to ship back at one time to save on shipping charges.   We try to ship a box out every 4-6 weeks.   It usually takes about 4 weeks for the manufacturer to get the units back to us repaired or replaced.   We will ship the unit back to you at no additional charge.  We apologize for the lengthy process for getting a unit back to you, but we have to wait for the manufacturer to repair them and then have to wait for shipping.  

Other Questions

Do I need a prescription to purchase an item from your site?
Currently, the FDA requires pulse oximeters that are used to diagnose a medical condition can only be ordered with a prescription. If the oximeter is used for non-medical purposes, they can be ordered without a prescription.  We have a sample presription form available for download.  You will need a prescription if you plan to turn in the charges to your insurance for reimbursement.  

TENS units do require a prescription.

How do I get my prescription to you?
If you are using the device to diagnose a medical condition, please send a copy of your prescription to customerservice@coopermedicalsupplies.com or please call us at 706-266-4086.

Are oximeters covered by my insurance company?
Some insurance companies do reimburse for pulse oximeters but the majority (including Medicare) do not.

Are oximeters covered by my flexible spending account?
In many cases your flexible spending account will help pay for your oximeter. If you are planning on purchasing an oximeter on your flexible spending account, we recommend to contact your representative before purchasing the oximeter to verify that they will help cover that item.

What type of payments do you accept?
We currently accept Paypal, Visa, Mastercard, American Express, and Discover.

Is your ordering process secure?
We currently process all payment through Paypal. Paypal has the most secure technology available to safeguard your personal information. We never even see your credit card information when a payment is processed for us.

Do you charge sales tax?
We do charge 7% sales tax in the state of Georgia.


Valid XHTML 1.0 Transitional Valid CSS!