CUSTOMERSUPPORT
WE OFFER THE BEST
WARRANTY & CUSTOMER SUPPORT.
Our warranty begins the day you receive your product(s). All consoles, monitors, drills, attachments, etc. come with
a 90-Day Warranty
All rigid scopes come with a
30-Day Warranty starting
on the date your scope
is delivered. This warranty
covers all manufacturer defects
Have questions regarding your product? We can help! Please contact your sales representative to assist with all your product needs.
Return Policy
A representative from AA Medical must authorize all returns and issue an RA (Return Authorization) number. The following information should be available when contacting your AA Medical representative:
- Reason for return
- Item name, number and description
- Customer name and copy of sales order or invoice
Product that was damaged upon receipt or has a cosmetic defect needs to be communicated within 5 business days of customer receipt. Other requests for returns due to functional defects or quality issue that impacts the usability of the unit can be returned for a full refund within the warranty period. AA Medical will cover the cost of original shipment and provide a prepaid shipping label for the return.
AA Medical reserves the right to determine whether an item will be accepted as having a functional defect, quality issue or as damaged goods. If, upon return, it is deemed that the unit was functioning properly then the return will be subject to a 20% restocking fee.
Requests for returns due to customer error will only be accepted within 30 days of original shipment date and a 20% restocking fee will be charged. Freight/shipping charges will not be credited.
FREQUENTLY ASKED QUESTIONS
What is the warranty on your products?
In most cases, we match the manufacturer warranty. In some cases, we beat it. Here's the rule of thumb on our warranty model:
Warranty on most products is 90-days from date of shipment unless otherwise specified.
Warranty on scopes is 30-days from date of shipment. Extended warranties may be available. Please contact a sales representative for additional information.
Are your products new? If not what condition are they in?
We do consistently carry some new products such as light cables, Laparoscopic and Arthroscopic instrumentation, Orthopedic batteries and other accessories. However, the majority of our capital products (Consoles, Camera Heads, Light Sources, Monitors, Drills, etc) are used.
Condition: All used products will arrive in excellent working condition.
Esthetically, some items may have some slight signs of wear and tear due to being used in healthcare facilities prior to arriving in our warehouse.
After my warranty expires, am I able to extend it?
Absolutely! The price of the extended warranty depends on the product.
Please contact your sales rep today to determine the price of the extended warranty.
Is my product still under warranty?
Your product warranty starts once the product has been delivered.
Rigid and Flexible Scopes:
30-Days after delivery
All other equipment:
90-Days after delivery
Do you test your products?
We thoroughly test and clean all of our products when they arrive to our warehouse and before they are packaged and shipped.
What causes my warranty to be voided?
The following things will cause your warranty to be voided:
1. If the warranty seal is broken on the product.
2. The product is incorrectly cared for. Primarily the sterilization and handling of the product.
Can I ship using my account number?
Yes, however, there still may be shipping and handling fees based on the size of your order.
Can I change the shipping address for my order once a tracking number is received?
As long as your package has not been picked up from our warehouse by a shipping company, we can change your shipping address.
Please contact us immediately by phone (708-479-0062) to update your address information.
What shipping carriers do you use?
We primarily use FedEx for all of our Domestic and International shipments.
On special occasions we are willing to use USPS, UPS and DHL if it's more convenient for the customer. Using a shipping courier other than FedEx will cause the shipping rate to increase significantly.
Do you ship to my Country?
Can I pick up my order from your office?
Yes, of course! Please let your sales representative know when you're planning on picking up your order and we will make sure everything is ready for you upon your arrival.
How can I track my order?
Each time an item ships from our warehouse, we'll send you an email that includes the shipping carrier's name and your order's tracking number. You can click the link in the email to track your order.
How can I track my order?
Each time an item ships from our warehouse, we'll send you an email that includes the shipping carrier's name and your order's tracking number. You can click the link in the email to track your order.
After I place my order, how long will it take to ship?
There are many factors that play in to the timing of your equipment.
As long as we have everything in stock, your items will be invoiced and shipped in less than 3 business days.
However, if you have a rather large order, please contact your sales rep for an accurate timing estimate.
If there is a problem with my order, what should I do?
If you have any questions regarding your order
The last time I ordered, I got a different price for the same product. Why?
Our prices based on inventory levels, condition of product, and overall market demand. Prices will adjust based on these criteria.
The product I want is out of stock. When will you have it in stock?
Because the products we have are finite in our marketplace, some items may come in stock within a week or month’s time, but some may not come in for a very long time.
Contact your representative for further information on particular products. If you do not see a product in stock on our website, we may be able to source it for you via our large network of representatives in the field.
Why doesn't the product picture match the item I received?
We move thousands of items in and out of our warehouse on a monthly basis. We get a lot of the same products that may have different cosmetic appearances, but they all function the same.
Because of the volume of equipment we have, we only take one product picture for each model of every product.
Our A+ motto promises that we:
1. Carefully inspect each product twice before packing.
2. Package the products with the upmost care and high quality materials, from heavy duty bubble wrap to ultra strength cardboard boxes.
3. Ship to you in a timely manor.
Because of this, you can be assured you're getting high quality equipment each time you open your AA Medical Store box.
What forms of payment do you accept?
We accept all major credit cards, as well as bank wires and PayPal payments.
If I am paying with a check, who should I make the check out to?
Please make checks payable to, Authorized Acquistions, LLC
Will you send me a customs Invoice with a reduced value?
Unfortunately, it is against the law to change the price on our invoices.
I have a charge on my credit card from AA Medical Store but I don't know what it's for. How do I find out?
Charges usually show up as "AuthAcq" which is our parent company, Authorized Acquisitions, LLC. You can always call our billing department at 708.479.0062 and ask for further clarification.
I would like to sell my products on aamedicalstore.com
Great! We would love to help sell your products. Please fill out this quick form telling us more about your products and someone will be in touch with you shortly!
How can I set up an online account?
It's simple! All you need to do is click this link and enter your name and email address.
Can I schedule a visit to your office?
We would love for you to visit one of our offices! For us to better serve you, we would love to know when you plan on visiting.
Please select one of the links below to schedule your visit.
I want to visit Mokena office
I want to visit Miami office
Where are you located?
We have two office locations,
Chicago
AA Medical Store
9830 West 190th Street
Suite I
Mokena, IL, 60448
708.479.0062
Miami
AA Medical Store
2000 NW 133rd
Unit 2
Miami, FL, 33182
786-409-2101
What are your office hours?
We answer phone calls from 6am-5pm CST. Sales reps are on site at 8:00am CST.
What happens if I need to return an item and FedEx doesn't operate in my country?
If the product is damaged or not functioning properly, you will be responsible for 50% of the shipping cost.
If the product is working properly and you decided you don't need it anymore, you can return the product for a full refund, however, you will be responsible for 100% of shipping and any fees associated to the return shipment.
Please work with your sales representative for additional options.
What happens if my products are broken when clearing customs?
If you feel that items have been damaged during customs clearance please contact your sales representative and let them know.
Once notified, our team will work with our carrier to retrieve the item(s). After the item(s) are returned, you will be refunded the cost of equipment returned less the shipping fees.
You may be subject to a 15% restocking fee if the items are in working condition after they have been returned.
What happens if I am unable to clear my products through customs?
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Do I have to pay additional customs duties and fees on broken items?
You may need to pay again. Please check with your country’s rules and regulations.
What is considered a broken item?
A broken product is not able to function properly due to structural or internal damage. You should not attempt to use these products when treating a patient. Broken items are great to purchase if you're using the working parts to refurbish other damaged items.
What is a cosmetic item?
A cosmetic item still functions 100%. However, the esthetic condition of the item shows clear signs of wear and tear.
Why are you updating your policy to include a restock fee?
We have benchmarked the competition and ourreturnpolicy is in line with our competitors. We will continue to offer credit for items under warranty or not meeting customer satisfaction, but there is a cost to processingreturns that are customer error.
Why is there a timeframe for the customer to report damages?
Providing the customer a high quality product that arrives in working condition is important to AA Medical. We believe it is incumbent on the customer to unpack and inspect the product upon receipt and communicate any issues in a timely manner. It’s important to note that this timeframe does not supersede the warranty period.
What if I was unable to inspect the product within the timeframe?
We understand that you as a customer are extremely busy but we ask that you make an effort to inspect the product as soon as possible to ensure that it arrived in a manner that meets expectations.
What does it mean when it says, “AA Medical reserves the right to determine whether an item will be accepted as having a functional defect, quality issue or as damaged goods.”
AA Medical performs a 10 point inspection on all product that comes into stock. If it is determined that the damage occurred beyond the intended use of the product, then AA Medical may not provide a refund for the product.
What if I don’t communicate an issue with my order due to customer error within the 30 day timeframe?
In this case, AA Medical reserves the right to not provide a refund.
What types of returns are considered customer error?
This would include where the customer ordered the wrong part or item, the customer decided upon receipt that they did not want, or any other issue where the reason forreturnwas based on customer preference.
How will I be assessed a restock fee?
The restock fee and any related shipping charges that are deemed an expense of the customer will be reduced from the refund provided.
What if I ordered the wrong product and I need an alternative sent to me?
We will need to collect payment for the new product and once we receive the incorrect product we will provide a refund less any applicable fees.
PRODUCT RETURN
Need to return something? Click here to fill out the return form.