Damaged shipments should be reported within 5 days of receipt.
If a shipment arrives damaged or if the box appears damaged...
- Note damage on the delivery bill and have the driver sign it, acknowledging the damage.
- Contact Customer Service within 5 days of receipt to start processing an insurance claim. An order will be entered at that time to replace the merchandise.
- Save the container and merchandise for inspection.
Missing or Wrong Items should be reported within 5 days of receipt.
If your order is missing items or has been incorrectly filled, please contact Customer Service.
All returns must have an RGA number (returned goods authorization number can be obtained from our Returns Department--see above). All unauthorized returns are subject to a 15% processing fee and a $10 administrative charge.
All returns must be in original packaging and received in new and resalable condition. For applicable restocking fees consult the chart Restocking
- Returns for products that are Hazardous Materials, ORMD, Prescription, or Regulated cannot be accepted.
- Credits for returns are issued only to original purchaser.
- No cash refunds issued for under $25.00. Credit balance will be applied to future purchases made within 180 days.
|Days Elapsed||Applicable Restocking Fees|
|Under 30||No restock fee on items shipped parcel.
15% of price of returned item on truck shipped items
|30-60||25% of price of all returned items|
|61-90||50% of price of all returned items|
|Sorry, no returns will be accepted after 90 days elapse.|
For health reasons we are unable to accept returns or exchanges of eating, hygiene and mouth stick products. In addition, we cannot accept books, computer software and videos that have been removed from original packaging. Credits for returns are issued only to original purchaser
Call our Customer Service Department at 1-800-889-1994, Monday through Friday from 8:00 a.m.-8:00 p.m. ET for a returned goods authorization number (RGA number). Write the number on the outside of your return shipment per the instructions provided. All return shipping expenses are paid by the customer. Items must be returned within 30 days of receiving RGA number.
If you receive merchandise as a result of a Masune error, we will pay for the return shipping expense and no restocking fee will be applied.
For all other returns, we will credit your account for returned merchandise, minus the required restocking fee, once merchandise has been received, inspected and confirmed to be in resellable condition. Credits will not be issued for items received in non-resalable condition. The customer is responsible for properly packaging and protecting the item during its shipping back to Masune. Initial freight charges are not credited. All credits must be redeemed within 180 days.
Report Suspected Fraud
If you suspect that your login information has been misused by other parties or fraudulent ordering is occurring on your account, please change your password and contact Customer Service immediately.
Limited Product Warranty
Masune warrants that all products shall be free from manufacturing defects for a period of one year from the date of shipment. OTHER THAN THE FOREGOING WARRANTY, Masune MAKES NO REPRESENTATION OR WARRANTY OF ANY KIND, EXPRESS OR IMPLIED, AS TO MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE OR ANY OTHER MATTER RELATING TO THE PRODUCT. Customer must notify Masune of any manufacturing defect within five days of discovery of the defect. Upon a determination by Masune that the product is defective, Masune’s sole and exclusive obligation shall be to provide customer with a replacement product or a full refund of the purchase price, at the sole discretion of Masune and to reimburse customer for any return freight costs. In no event shall Masune be liable for any other costs or expenses including lost profits or direct, indirect, consequential, incidental or punitive damages. In the event the product includes a warranty card or extended warranty from the manufacturer, customer's sole recourse under such warranty shall be against the manufacturer. The warranty set forth herein shall govern all purchases, notwithstanding any inconsistent terms and conditions of customer's purchase order.
Some items descriptions contain an HCPCS codes – Healthcare Common Procedure Coding System. These are suggested codes only. Masune cannot guarantee they are the most current and you are responsible for submitting the correct code. You should consult your coding guidelines for further recommendations.
Place an Order
You may place orders online, by phone or fax with Customer Service.
Order Status & Tracking
You can find order status and parcel shipment tracking information conveniently from the website in Purchases found in the My Account area. If you are unable to locate your order, please contact Customer Service.
Prescription Drugs / Restricted Products / Medical Devices
Regulations restrict the sale of prescription pharmaceuticals, syringes, needles and class II medical devices to licensed professionals only. You must submit a copy of your state license and a signed authorization / acknowledgement form before ordering. For form and full details, contact customer service. Prescription drugs are not returnable.
Upon submitting an order via the internet, an order confirmation will automatically email to the registered address on file. If you do not receive an order confirmation on screen and by email, please contact Site Support.
When an order has left a distribution center, a Shipping Confirmation will automatically be emailed to the registered address on file. If multiple items, were ordered, you may receive separate shipments to complete the order and additional shipping confirmations will follow. If you’ve received an order but not a shipping confirmation, please contact Customer Service.
Shipping & Handling
U.S. Shipping, Handling & Delivery
The following information does NOT apply to Shipments made Internationally or to Puerto Rico. All shipping charges and risk of loss are F.O.B. Seller's plant and are the responsibility of the purchaser. All related shipping and handling charges will be added to customer invoice. Alaska and Hawaii orders are sent Priority Mail unless otherwise requested.
- $9.95 Standard parcel Delivery – orders below $90
- $12.95 Standard parcel Delivery – orders $90-$200
- $15.95 Standard parcel Delivery – orders $200-$500
- $19.95 Standard parcel Delivery – orders over $500
- Oversize/overweight no extra charges
- Second Day/Next Day – not available online; call CS
- Freight Items – not available for purchase online; call CS
Same Day Shipping & Handling
Orders for stocked merchandise received by 2:00 p.m. CT Monday through Friday will be shipped the same day via commercial parcel ground carrier.
Standard parcel charges will apply to all ground shipments* and will be calculated at time of order. Next day or second-day delivery is available in most cases. Rush orders that require Saturday delivery can only be placed by phone. Charges for this service will be added to your invoice*†.
Ship from Factory
Some products are shipped direct from the factory or are made to order. These will normally be shipped within 4 weeks. Please call Customer Service for freight charges* †† **
Hazardous Materials: Items with a hazardous materials classification may require an additional surcharge, which is automatically added to the shipping cost at time of order. Please note that hazmat items are restricted from air shipments – only available for ground delivery.
Charges for large items requiring drop shipment direct from the factory via truck are based on weight and destination. If the shipping location does not have a delivery dock, additional charges for liftgate service will automatically be added to the shipping cost at time of order.
Note: Due to escalating fuel surcharges from our freight carriers, we are now forced to pass on a fuel surcharge for all ground orders. We reserve the right to modify the surcharge as market conditions change. When orders list several items, some of which aren't in stock, we will fill the portions we can and bill you for shipping them. However, any subsequent backordered items will be shipped free of charge. * Unfortunately, due to the oversized and/or overweight nature of certain merchandise, additional charges may apply. Please request a quote from a customer service representative. ** Products requiring moving van, inside, or lift gate delivery may require additional delivery charges. Please request a quote from your customer service representative. † For Saturday delivery, add $10. For early morning delivery M-F, add $30. †† Subject to quotation
Pricing & Payment
While every effort is made to ensure the accuracy of the pricing on the website, Masune reserves the right to change prices without notice. If you receive special or contract pricing, you must Link your online account to your ordering account in order to view and place orders with your pricing.
We accept Visa, MasterCard, Discover Card, and American Express . If you're charging your order, include the name, number and expiration date as they appear on the charge card, and the billing address as it appears on the billing statement.
Mail your check/money order made payable to Masune along with your order. Include tax and shipping charges. Send all remittance to: Masune, P.O. Box 21773, 21773 Network Place, Chicago, IL 60673-1217. Returned checks are subject to a $30.00 fee.
On Credit Terms
You may also charge your order to your Masune account. For information on opening an account, call our Customer Service at 800.831.0894. All orders subject to credit approval. Invoices that are not disputed within 30 days are considered to be accurate and accepted. Payment terms are net 30. Overdue invoices are subject to the maximum allowable interest charges.
Sales Tax & Exemptions
If the facility receiving the merchandise is in a state or locality that normally charges tax, and you are exempt from tax, include a copy of your exemption or resale certificate with your payment. Your sales tax will then be credited and exempt for all future orders. If your facility is not in such a state or locality, please submit use tax directly to your state.