Frequently Asked Questions
Frequently Asked Questions
Frequently Asked Questions
Ordering
How do I place an order?
Can I order directly through the website?
Yes! Simply create an account, select your products, and submit your cart for a quote. Your account manager will follow up within 1 business day to finalize your order and answer any questions.
Do I need an account to order?
How do I request a quote?
Can I order by phone or email?
Yes. Our team is happy to assist with your order by phone or email. You can browse our product line and send the products you are interested in to sales@medicatechvet.com, and a member of our team will assist you.
Can I use a purchase order (PO)?
Can I modify or cancel my order?
For standard, in-stock items, orders may generally be modified or cancelled before they are processed for shipment.
For out-of-stock items that must be specially ordered, as well as custom or configured products, modifications or cancellations may not be possible once the order has been submitted to the supplier or production team. In these cases, the customer may be responsible for any
Shipping & Delivery
How much does shipping cost?
Where do you ship?
How long will my order take?
Most orders are finalized within 1–2 business days, allowing time to confirm product details, configurations, pricing, and shipping.
In-stock items typically ship within 2 business days after the order is finalized. For out-of-stock, special-order, or custom products, lead times will vary. Your account manager will confirm the expected lead time when your order is finalized.
How do I track my order?
What is the turnaround time for special-order or custom equipment?
What happens if my order is delayed?
If we become aware of a significant change or delay affecting your order, our team will communicate the updated information and expected timeline to you. Lead times provided for special-order and custom products are estimates and may be subject to manufacturer, production, or shipping delays outside of Medicatech Vet’s control.
What do I do if my shipment arrives damaged?
Please inspect your shipment as soon as it arrives at your facility. Any visible damage should be noted with the carrier at the time of delivery, when possible.
Damage or concealed damage must be reported to Medicatech Vet within 3 business days of delivery. Please call +1 949-679-2881 to report the issue and be prepared to provide photos of the packaging and damaged product.
Damage reported after the 3-business-day reporting period may not be eligible for a claim and may result in additional charges. Prompt inspection and reporting helps us work quickly with the carrier or manufacturer to resolve the issue.
Quotes & Payment
How do I approve a quote?
How long is a quote valid?
What payment methods do you accept?
We accept major credit cards, ACH payments, and wire transfers. Your account manager will provide payment instructions when your order is finalized.
Do you offer payment terms or financing?
Payment terms may be available for qualified customers and eligible orders, including certain large or repeat orders. Approval is subject to Medicatech Vet’s terms and credit requirements. Please contact your account manager for available options.
Financing may also be available for select equipment purchases. Please contact our team for more information.
Where can I find my invoices?
Answers
Returns & Warranty
What is your return policy?
We want you to be satisfied with your purchase. Standard, unused products may be eligible for return within 30 days of delivery, subject to prior approval and the conditions below.
To qualify for a return, products must be unused, in their original condition, and in their original, undamaged packaging. Customers are responsible for return shipping costs, and approved returns may be subject to a 20% restocking fee. Original shipping charges are non-refundable.
How do I request a return?
Please contact your account manager or sales@medicatechvet.com before returning any product. All returns require prior written authorization from Medicatech Vet.
Do not ship products back without receiving return authorization and specific return instructions. Medicatech Vet is not responsible for products returned without authorization or the required documentation.
Once the returned product is received and inspected, we will notify you whether the return has been approved and confirm any applicable refund or restocking fee.
Are there products that cannot be returned?
Yes. Custom, configured, assembled, special-order, clearance, and final-sale products are generally non-returnable. Products ordered specifically for a customer may also be subject to the applicable manufacturer’s return restrictions.
If you are unsure whether a product is eligible for return, please contact your account manager before placing your order.
What is covered under warranty?
Eligible products are covered against defects in materials and workmanship for the applicable warranty period. Warranty coverage applies to the original purchaser and the original product, provided the product has been properly installed, used, maintained, and operated in accordance with applicable manufacturer instructions.
Depending on the product and applicable warranty terms, Medicatech Vet or the manufacturer may, at its discretion, repair or replace a defective product or component with the same or a comparable product.
Warranty coverage does not generally include normal wear and tear, consumable or wearable components, cosmetic damage, misuse, abuse, improper installation or storage, unauthorized modification or repair, electrical issues or power surges, or damage caused during transit. Additional manufacturer-specific warranty terms may apply.
Products outside of their applicable warranty period are not eligible for warranty claims.
How do I submit a warranty claim?
To submit a warranty claim, please contact your account manager or sales@medicatechvet.com and provide your order number, product information, serial number (if applicable), a description of the issue, and photos or videos of the problem when available.
Our team will review the claim and provide appropriate troubleshooting, repair, replacement, or return instructions based on the product and applicable warranty terms.
Do not ship a product back without prior authorization from Medicatech Vet. Medicatech Vet is not responsible for products returned without authorization or the required documentation.
If a return is required as part of the warranty process, Medicatech Vet will provide an RMA (Return Material Authorization) number and specific shipping instructions. Products returned without prior authorization may be refused or returned to the customer.
My Account & Support
How do I create an account?
Answers
What can I do through my customer account?
Answers
Can I view my order history?
Answers
Can I reorder products?
Answers
How do I get help with an order?
For help with an order, you can contact your account manager directly, or email sales@medicatechvet.com. For urgent assistance, you can contact us via phone at +1 949-679-2881.
How do I contact customer support?
You can contact customer support at +1 949-679-2881 or by emailing info@medicatechvet.com.