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Shipping: 
· Incontinence products within the NYS program are shipped to arrive at the provider within 3 business days of placing the order (in Most cases, 1 business day)
· Other Medical supply orders (not part of the NYS program) above $350 will be shipped at no charge to arrive within 3 business days of placing the order (in Most cases, 1 business day)
· Contact Customer Service for any expedited shipping requirements at 1-844-8TMEDNY (1-844-886-3369). Freight Charges may apply on expedited services.


Return Goods Policy

TwinMedNY offers a 30 day worry free warranty on all products.  All returns must be pre-approved by contacting our customer service department via email at customerservice@TwinMedny.com or call 1-844-886-3369.  A Return Goods Authorization (RGA) will be issued once you provide your purchase order number, sales order number, date of purchase, reason for return & # of boxes to be returned. Please make note of following:

  • RGA will be valid for 15 days after being issued.  Failure to return the item in 15 days after RGA issued will result in non-credit. 
  • Any unauthorized returns or items will not be credited or may be returned at senders’ expense or destroyed at TwinMedNY discretion. 
  • Used or damaged items (upon receipt) may not be credited. 
  • Shipping costs are non-refundable. 
  • Chargeable Items Returned must be in its original & saleable condition in order to receive credit. After 30 days, you may return an item.  However, a restock fee will apply as follows on Chargeable Items:

Return from Date of Delivery

Restock Fee on Saleable items in new condition

0-30 Days

No Restock fee on Regular stocked items

31-60 Days

10% or $25 min + freight

61-90 Days

25% or min $25 + freight

90+ Days

Not returnable

The following items may not be returned:

  • Special Order (Custom) or Non-Stock items may not be returned for credit.
  • Hazardous Materials
  • Unsaleable, Altered or damaged packaging, broken down packages or breached packages
  • Returns “Prohibited by law” items
  • Products with less than 6 month’s shelf life (based on expiry date on product)
  • Final Sale Items
  • Items that require refrigeration

An RGA # issued is not a guarantee of a credit and all returns are subject to the terms of the Returns Policy. 

Return Procedure:

  • Obtain a RGA from Customer Service at 1-844-886-3369 or email us at cutomerservice@TwinMedny.com (you must provide your purchase order number, sales order number, date of purchase, total # of boxes to be returned & reason for return).
  • Prepare Package for Pick Up once RGA received :
    • Remove old shipping labels, bar code & any old markings on package(s)
    • Indicate Return Goods Authorization # on package(s)
    • Indicate TwinMedNY address to be returned
    • TwinMedNY Customer Service will arrange for pick up by TwinMedNY truck or issue a “call tag” for pick up.
    • Upon Receipt of product in Saleable Condition, a TwinMedNY credit will be issued.

 

Damages & Shortages:

It is the customers’ responsibility to notate any shortage or damage on the Carriers’ freight bill/manifest or Bill of Lading at time of delivery.  You must contact your TwinMedNY Customer Service Representative at 1-844-886-3369 or customerservice@TwinMedny.com to report damages or shortages within 2 business days of receipt of product.  Failure to do so may result in items not being replaced or credit issued. 

 

Incorrect item shipped:

In the event an item is shipped to you in error, you must notify customer service within 2 business days of receipt of order so that we may replace the correct item at no freight cost to you as quickly as possible.  Procedure as follows for processing of incorrect items received:

  • Report error within 2 business days
  • The correct item will be shipped on the next available ship day
  • An invoice will be issued for the incorrect item
  • A credit will be issued upon return of incorrect item within 15 days of receipt. The item must be in saleable condition and subject to the terms of the return policy.

Quality Issue:

In the event an item does not meet Quality Specifications is deemed as defective, please contact Customer Service within 30 days of receipt of product.  All returns must be pre-approved by contacting our customer service department via email at customerservice@TwinMedNY.com or call 1-844-886-3369.  A Return Goods Authorization (RGA) will be issued once you provide your purchase order number, sales order number, date of purchase, reason for return & # of boxes to be returned. 

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