Get answers to all your most frequently asked questions here. If you still have questions that are not addressed, please reach out to our customer support team.
General
How can I contact customer support?
Scroll down to the bottom of our website and under customer service you will find a contact us button.
Why does my order show taxes from a nearby area?
Taxes are levied based on location, will be added on if the order is shipped from within the same state that order was placed.
Can I make changes to my order after placing it?
If changes to your order are necessary, you must contact customer support ASAP
Once order is shipped, all details are final.
Can I cancel all or part of my order?
Yes, you can request cancellation on an item or an entire order, but it must be requested as soon as possible, and we cannot guarantee that cancellation will be successful. Please contact customer support ASAP.
Do you offer bulk order discounts or reseller programs for businesses / organizations?
At this time, we do not have a resale or bulk order program in place, but feel free to check back for updates and further information.
I don’t like shopping online, do you have a retail store? Where can I find your products?
We only sell our products online. This is because we strive to provide our customers with as much value as possible and operating online allows us to sell you our items at lower costs compared to a traditional retailer.
Payments
What forms of payment are accepted?
We accept VISA, Mastercard, American Express, and (for online order only) PayPal. We are unable to accept HSA cards or other forms of insurance payment. We do not accept checks, echecks, or money orders.
Do you offer financing options?
Yes, we do offer financing options through PayPal. Items eligible for financing will have option available on product page.
Orders
Do you take orders over the phone?
No. All orders should be made online.
Do I have to use PayPal to make a purchase?
No. Any customer without a PayPal account can still use a valid credit card to make a purchase.
Do I need to keep my order #?
Yes. Your order # is your receipt, and is key for our customer service team to assist with any issues that could occur.
I’d like to track my order. How can I do this?
When you purchase an item an order confirmation will automatically be sent out. This will contain all the necessary tracking information. Go the sender’s website and track your package using the provided tracking number.
Guarantees
Do you offer guarantees? If so where can they be found?
Yes, each of our products are covered by one of our four extensive warranties.
I received my product as a gift. Is it still eligible for guarantee coverage?
Orders received as gifts are treated the same as non-gift order. Guarantees are only available to purchases from authorized sellers, and registrations must be submitted properly for guarantee to be valid.
Shipping
How will my order be delivered?
Our orders typically ship via UPS, but exceptions may occur due to geography.
What different types of shipping methods do you offer? What do they cost?
We offer FREE standard shipping on orders $100+.
How long does it take for you to ship my item once the order is place?
All Zorak Medical Supplies items are typically shipped within 24 hours of an order being placed. Third party purchased items may take longer to ship depending on customization and options selected at checkout.
Why won't you ship to my country / state?
Our distribution network is limited, so our sales territory is limited. However, we are continually working to expand our coverage and ship orders to more locations.
I ordered multiple items but there was only one in the box. Where is the rest of my order?
Some orders will ship different items from different warehouses depending on quantity and distance. If the tracking information on your order is missing, contact Customer Service with your order number and the tracking information will be provided if available.
What if my order is lost in the mail?
Risk of loss on all orders is assumed by the parcel carrier as soon as the order is turned over to them for shipment. You'll need to contact the carrier in the event of a lost shipment.
Returns
How do I make a return?
To make a return, please contact us with your order number via phone or email, and an agent will assist you with beginning the return process.
Is there a charge for returning my order?
There is no charge for returns on all Zorak Medical Supplies products registered under the product guarantee. Some purchased third party items may require fee for return. Contact customer support with any further questions
Can I send in an item to be repaired?
We currently do not make repairs or modifications to products.
What are your policies regarding returns?
We accept returns on all products as long as they are still under warranty.
How do I know what size I should choose?
Each of our product’s listing pages in equipped with a sizing chart, if applicable.
What if I ordered the wrong size?
If for any reason you are unsatisfied with the size or fit of your product we will gladly replace it with the size that works best for you.