FAQs

  • Where can I ship products purchased on the MEDICAL MONKS™ website?

We ship to all 50 United States and Puerto Rico,
Note: Orders placed for delivery outside of the 48 contiguous United States may encounter certain exceptions. Please refer to our Shipping Policy for more info.

We do not ship to the following locations:  International locations, other US Territories- US Virgin Islands, Guam, Northern Marianas, American Samoa, etc. and APO/FPO/DPO addresses.
  • How can I get FREE shipping?
Outside of promotional offers, the only way to get FREE shipping is to become a Medical Monks member.  Free shipping is offered on orders over $89.  You can create this FREE account here.
If you don’t want to create an account, you can always order without one.   You can get almost anything shipped for a low flat rate price of $6.95.
  • Exceptions / Exclusions –

*Deliveries to PO Boxes usually add an additional 1-3 business days to the delivery.

**Certain products we sell (usually flammable liquids) are unable to ship via Air. This may impact our ability to deliver that product for Expedited delivery to certain parts of the country.
  • How fast can I get my products shipped?
We are very proud of our warehouse order fulfillment and shipping times. If you order before 3pm EST we can ship your product out of our warehouse the same day. With our Expedited Shipping option, all deliveries will arrive within 3 business days to your location. Depending on your proximity to our warehouse in Pittsburgh, PA, you may also receive shipments with our Economy and Standard shipping options within 3 business days as well, but not guaranteed.
Be aware, we do not carry all products on our website in-stock at all times. We indicate whether items are in-stock or not-in-stock on the product page (prior to adding it to your cart) and on the cart page. Items that are not in stock generally take 4-7 business days before we are able to ship them out.
See our shipping policy for a complete map of shipping times to your location.
  • How do I track my order once it’s been shipped?
Once an order has shipped out, we will send you an email with the tracking number. Just click on the link and it will take you to the shipment tracking website.
Account holders can also track their order in their order history. Just log into your account using your email address and password, then enter your order number. The tracking number will appear under the Status & Tracking column. If you click on the link, it will take you to the tracking information for your order.
  • What can cause my order to be delayed?
Medical Monks will ship all orders placed before 3PM EST when all items ordered are in-stock. In cases where item(s) on the order are not-in-stock, we will alert you that we will need time to resupply before we are able to ship your order out. In cases where an order has multiple items, some of which are in-stock and others out-of-stock, we often will ship in stock items immediately at no additional cost.
  • When placing an order I get an error message stating that there has been an authorization failure. What went wrong?
Common payment errors include:
Incorrect Payment Info: Please double check the credit card number and expiration date on your card.
Incorrect Address: Please be sure the Billing zip code entered matches that of the card being used.
Do Not Honor: Contact your credit card company or bank to resolve.
Also, please be aware that Medical Monks currently only accepts Visa, MasterCard, Discover, and American Express for credit card payment.
  • How do I know it is safe to shop with you?
We take great pride in offering a safe and secure online shopping experience. We also respect your privacy and we’re committed to protecting it.  To read more about our Safe and Secure Shopping details click here.
  • What is your Privacy Policy?
We don’t like it when someone gives away our personal information and neither do you! That’s why we don’t rent, sell or share your personal information with anyone. Our Privacy Policy details what personal information is collected and how Medical Monks uses it internally – to read more click here.
  • Does your site have a secure connection? How am I able to tell if it is a safe connection?
Our site uses SSL encryption to secure the communication of all sensitive information passing between your browser and our servers. To confirm that it is a secure connection, you should see an “s” following “http” on all of our pages, ex.https://www.medicalmonks.com.  This indicates that we are using SSL across our entire website. Furthermore, you should see a lock icon near our website address indicating the SSL connection.
  • Is it safe to use my credit card on your site?
Yes! We understand that the safety of your personal information is extremely important to you. We use a wide array of electronic security measures and devices to protect your personal data and credit card information from unauthorized access.
  • Is it safe to use my debit card online?
Yes! And please note: If you choose to pay by debit card, the amount you charge will be put on “hold”, meaning it will not be available to you once you place your order. Once your transaction is processed, the amount of the transaction will be withdrawn from your account and the original “hold” will be voided.
  • Do you accept international credit cards?
Not currently.
  • What forms of payment do you accept?
We currently accept Visa, MasterCard, Discover, American Express, and PayPal for all orders.
  • Is my order subject to sales tax?
Medical Monks is required by law to charge and collect a 7% sales tax on certain products ordered and shipped to any Pennsylvania address location. If your order is shipped to a Pennsylvania address location, the appropriate charges will be added to your merchandise total and displayed on the last page of the checkout process, prior to entering your payment information.
If you have questions about what products are taxable please call our customer service helpline (844-859-9400) or email us at customercare@medicalmonks.com.
Your purchase is subject to a “use tax” unless it is specifically exempt from taxation. Your purchase is not exempt merely because it is made over the Internet or by other remote means. Many states require purchasers to file a sales/use tax return at the end of the year reporting all of the taxable purchases that were not taxed and to pay tax on those purchases. Details of how to file these returns may be found at the websites of your respective taxing authorities.
  • How long does the customer have to return the item?
We want to make sure that every customer is satisfied with their order. If you are unsatisfied, we will gladly work with you on returning the item(s) you ordered.
  • There are two main reasons for returns:
Reason #1 – You are dissatisfied with what you ordered or decided that you do not want the item(s) you purchased. In this case, we accept claims for returns within thirty (30) calendar days of the purchase date, subject to the conditions and exclusions (see below).
Reason #2 – What you ordered is missing, or what you received was damaged, defective, incorrect, or of the wrong quantity. In this case, claims must be received within five (5) business days of receipt of merchandise.
  • Who pays for return shipping?
In the case of Reason #1 above, you are responsible for the cost of return shipping. You must make your own arrangements with a carrier (UPS, Postal Service, etc.) to return the item(s).
In the case of Reason #2 above, we are responsible for the cost of return shipping. We will mail you a return shipping label with instructions.
  • How do I send returned items back to MEDICAL MONKS™?
To initiate a return, please call us at 844-859-9400 to speak to a MEDICAL MONKS Customer Care Associate. To complete your return, we require a receipt or proof of purchase.
After you call us and discussing your return, MEDICAL MONKS will mail you the following documents:
  • A return authorization document – it contains order and authorization details for the returned item(s).
  • A shipping label – In the case of Reason #2 above, we will mail a return shipping label to you.
In the case of Reason #1 above, mail your returned item(s) to:
MEDICAL MONKS – Returns Department
4 Zesta Drive
Pittsburgh PA, 15205
  • What products are eligible for return and in what condition?
The returned item(s) must be in the original shipped condition. That is unopened, not used, no broken seals, and all parts and accessories in original packaging.
Some item(s)s are not eligible for return. This includes the following:
  • Sale Items
  • Overstock Items
  • Special Order Items
  • Custom Items
  • Open Items
  • Used Items
  • Do you have restocking fee and if so on what products?
Some returned items may require a restocking fee charged to the customer account. These item(s) include item(s) returned that are opened, not in original packaging, used, contain broken seals, or all parts and accessories not accounted for.
After inspection, MEDICAL MONKS reserves the right to refuse the return or to charge a minimum 15% restocking fee. A restocking fee will never be charged if the wrong item(s) or quantity was shipped or if the item(s) was damaged or defective.
  • Do you process exchanges, store credit or full refunds?
We will provide a full refund if the product is eligible for return, returned within 30 days, and in the original condition. We do not give credits or process exchanges.
  • What is the approval process for returns?
Once your return is received and the item(s) inspected, we will send an email to you that will indicates we received your returned item(s). We will also notify you of the approval or rejection of your refund based on the eligibility criteria above.
If your return is approved, then your refund will be processed, and a credit will be applied to your credit card or original method of payment.
  • When is the refund credited?
Once we receive your returned item(s), please allow 7-10 business days for your refund to be processed and credit applied (if approved) to your credit card or original method of payment.
If you haven’t received a refund credit yet, then contact your credit card company, it may take some time before your refund is officially posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at customercare@medicalmonks.com.
  • How do I become a MEDICAL MONKS member?
Purchase a membership right from our website – it’s easy!  Click here to purchase a membership.
IMPORTANT: Memberships can only be purchased when no other items are added to the cart. If you are purchasing other products, a separate order must be created AFTER purchasing the membership.
  • What are the benefits of MEDICAL MONKS membership?
The benefits are summarized as
  1. a % off every purchase
  2. Lower shipping costs
  3. Full Access to Customer Care Associates and Product Specialists
  4. Special offers exclusive to Members.
    5.  
Click here to see more details about membership benefits.
  • How do I know if a MEDICAL MONKS membership is right for me – is a membership worth the cost?
We know every dollar you spend is important to you so we’ve developed a very easy way to estimate your benefit savings.  MEDICAL MONKS is about complete transparency on cost and savings.  So, click here to use the benefit savings calculator . . . it only takes seconds to find out how much you can save and if it’s worth it for you to buy a membership.
  • What happens if I buy a MEDICAL MONKS membership and want to cancel it?
We are confident you will see the value in your membership and if you are not completely satisfied we will refund the unused portion of your membership fee. For example, if you decide to cancel your membership after 2 months, we will refund 10 months of your membership – no questions asked.
To initiate a cancelation, please call us at 844-859-9400 and one of our Customer Care Associates will be happy to assist you with your cancelation.
  • How long do memberships last?
A paid membership is for one twelve (12)-month period from the date of enrollment.
  • How do I RENEW my MEDICAL MONKS membership?
After the twelve (12)-month period, the membership is suspended until the member logs into their MEDICAL MONKS account and pays to renew it.
Upon expiration of a membership, a Customer Renewal Notice is automatically emailed to the member to prompt them to login to their MEDICAL MONKS account and pay to renew the membership.
After the member has completed the payment, they will receive a Processing/Completed Renewal Order email.  Upon receiving this email, the RENEWAL process is complete and the member will receive member benefits for another twelve (12)-month period.
  • Are memberships transferable?
Memberships are not transferable.
  • Are there limits to membership?
There is a limit to one membership per household or business. Only the authorized member can renew, upgrade or cancel the membership.

MEDICAL MONKS is proud to have the latest product navigation features available on our site. We invite you to explore our offering and find the right product for you!
Here’s how:
  • I know what I want:
Great! Our main product categories are listed at the top of every page on our site. Simply click on a category to see which product options are available within that area. Once selected, use the filters along the left site to narrow the search to just those products that meet your needs.
Alternatively, you can find products directly by using our search bar on the top left of each page. Use search words for things you are looking for like; Product Name, Brand, Manufacturer, or Item Number.
We offer other features you may find valuable like comparing items, sorting products on the results page, and adding products to your Wishlist to save for later viewing.
  • I’m not sure what I want:
That’s OK too! We know that buying medical supplies can sometimes be a difficult exercise, so we’ve got you covered.
You can contact our Customer Care team who are extremely knowledgeable and friendly!  They will make sure you get exactly what you need.
Finally, we also suggest looking through the Resources area of our website to see if a specific Video, Guide, or Blog helps your shopping experience.

  • Accounts and Passwords
  • Do I need to set up an account to buy products on the MEDICAL MONKS website?
MEDICAL MONKS understands that some customers appreciate the ability to checkout without the commitment of account creation. Our guest checkout option allows you to order what you need without creating an account.  If you plan on being a repeat customer, we recommend creating an account.  If you want to set-up an account outside the checkout process, please click here.
  • Why is it a good idea to have an account?
An account with Medical Monks will speed up your checkout process after the initial set-up. Your account will allow you to look up current orders and past purchases, track your shipments, and set up product re-ordering.
  • What if I forgot my account password?
If you forgot your password click here and you will be prompted to enter your email address.  Upon entering your email address we will send you an email with your password.
  • Why is there a delay or why am I not receiving user ID and password emails?
It may take a few minutes for you to receive reset email. Also, please make sure to check your “spam” or “Junk e-mail” folder in your email client. Finally, if you’re using your corporate email address, please note that that your company may have a centralized spam filter that could be blocking such emails. In such event, please check with your company’s IT department to see if they’ve quarantined any emails for you from Medical Monks and ask them to release them.
  • Email Address Changes
  • My email address has changed . . . How do I update this information to my current account?
You are welcome to update your e-mail address by logging in to your account online. The best way to do this is to take the following steps:
  1. On the Medical Monks website click on “My Account” in the upper right-hand corner of the page (or) just click here to access the My Account section of the website
  2. Log in to your account by typing your previous e-mail address and password
  3. Once logged in, click on “Edit Profile” towards the right-hand side of the page
  4. Type your new e-mail address on lines 3 and 4
  5. Verify your “Current password” at the bottom
  6. Click “Update Now”
Your e-mail will be updated!
Also, we would be happy to update your e-mail address for you over the phone. For security purposes, we ask that you call the MEDICAL MONKS Customer Care Team at 844-859-9400 to confirm your account information. Upon verification, we will be glad to take care of your request immediately. Please let us know if there is anything else we can help you with.
  • Cookies
  • Does your Site use Cookies?
Yes, the MEDICAL MONKS site uses cookies to keep track of your identity when you place orders online or when you check the status of an order. Cookies are in no way harmful or intrusive to you or your computer system. We use cookies because it helps us know who you are and enables us to provide greater service to you. Cookies also allow a more efficient shopping experience for you which saves you time and energy from having to re-enter certain types of information every time you come to our site.
  • What are cookies? Do I need to enable cookies on my browser?
A cookie is a small amount of data that is sent to your browser from a web site and is stored on your computer’s hard drive. If your browser’s preferences allow it (most browsers are installed with cookies enabled), each web site can send its own cookie to your browser. To protect your privacy, cookies do not store personal information but instead use anonymous unique identifiers. Each web site can only access the cookie they have sent to your hard drive, not the cookies sent by other web sites.
You need to enable cookies on your browser to enjoy all the shopping features on the MEDICAL MONKS website. Cookies need to be enabled on your browser so you can add products to your shopping cart and to access your account information. If you share your computer with others and you do not want them to have access to your account information, be sure to log out before leaving your computer unattended.
  • Unsubscribe to Email
  • How do I unsubscribe from your email list?
There are three quick and easy ways to unsubscribe from our mailing list.
  1. Text us at (614-636-6658)
  2. Call us at 844-859-9400 and one of our customer service representatives will take care of your request over the phone.
  3. Email us at customercare@medicalmonks.com and one of our customer service representatives will unsubscribe your email address.
  • Report Site Problems
  • I’ve encountered a problem on your website – what should I do?
To report your problem please call us at 844-859-9400 (between 8-7pm) or text us (614-636-6658) or email us at customercare@medicalmonks.com.
  • When do I need to submit a prescription?
When you see a product with an Rx prescription icon next to it on one of the product pages you are browsing you will know that product requires a prescription. In general, anything we sell that is inserted inside the body requires a prescription.
Requires a prescription
  • How do I send my prescription to MEDICAL MONKS?
Customers can provide a prescription to MEDICAL MONKS by either 1) sending a copy of the Rx to us (via email, text or fax) or 2) by asking us to contact prescribing physician to obtain the Rx
Email: customercare@medicalmonks.com
Text: 614-636-6657
Fax: 844-859-6188
We do not accept prescriptions via regular mail.
  • What if I am a professionally licensed institutions buying from MEDICAL MONKS products that you say require a prescription?
Professionally licensed institutions can buy prescription products from MEDICAL MONKS without a prescription.
  • How can MEDICAL MONKS help me if I do not want to pay out-of-pocket for my supplies and instead want to bill my insurance for supplies?
We’ve got you covered! MEDICAL MONKS will refer you to a qualified billing network partner who can:
  1. Order the supplies you need as prescribed by your physician
  2. Bill Medicare or your private insurance company or have a worker compensation claim
Click here to go to our Insurance Billing page for more information to include a statement of considerations before contacting us for insurance billing support.
  • What product categories do you support for insurance billing?
Our billing network partners currently support insurance billing services for many Wound Care, Urology and Ostomy Supplies.

  • How does Medical Monks Calculate Sales Tax?

Because sales tax rates and rules vary by state and local jurisdiction, we apply sales taxes based on where you’re shipping your order and which products you are purchasing. You will see the estimated taxes in your cart during checkout, and the exact taxes will be calculated and charged at the time of shipping. 

  • Do you accept Tax Exemption Certificates?

Yes, we currently accept Tax Exemption Certificates provided by our customers, and can store them for as long as they are effective.

To provide yours, please email it to customercare@medicalmonks.com. A Medical Monks representative will let you know when it’s been uploaded.

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