Location & Directions
1303 S.Comal
San Antonio, TX 78207
Hours of Operation
Monday - Friday
8:00am - 4:00pm
8:00am - 4:00pm
Emergency Help
210-224-9714
Email us
info@emercymedical.com
FAQs
Frequently Asked Questions
Over the years, our customers have asked as a set of questions that seem to come up over and over. So here, in our Frequently Asked Questions page, we want to make sure we are transparent in providing you with our list of FAQs and answers to them. If you still need additional information or have additional questions, please contact us at your earliest convenience. We are here to help you.
What is your Warranty Policy?
Mercy Medical Equipment Company honors the warranties of our manufacturing partners. All warranty issues will be solely handled by Mercy Medical Equipment Company and the government purchasing offices.
Warranty Policy as supplement to the Government Warranty clause 52.212-4 paragraphs (o) and
(p): Warranty: The Contractor warrants and implies that the items delivered hereunder are merchantable and fit for use for the particular purpose described in this contract. In the event that the terms of the contractor’s standard commercial warranty conflict with the warranty terms contained in this clause, the terms of this clause will govern this contract unless some other resolution is specified in the award document.
Limitation of liability: Except as otherwise provided by an express warranty, the contractor will not be liable to the Government for a breach of warranty action for consequential damages resulting from any defect or deficiencies in accepted items. In the event that the terms of the contractor’s standard commercial warranty/limitation of liability clause(s) place greater limits on the contractor’s liability than do the terms contained in this clause, the terms of this clause will govern the contract.
What is your Shipping Policy?
For Federal Customers:
- FOB (Freight on Board) Destination: This means shipping costs are included in all federal contract prices, including those for GSA/FSS/ECAT/Prime Vendor contracts. This applies to shipments within the CONUS (Continental United States).
GSA/FSS Customers:
- Orders under $100.00: A shipping charge will be applied to invoices.
- Shipping Charge Calculation: The charge is determined by the origin and destination zip codes, as well as the dimensions of the package.
- Charge Removal: This shipping charge will be removed if the order total exceeds $100.00. The charge is not dependent on the quantity or types of products ordered.
Freight Shipments:
- We offer FOB Destination terms for all CONUS freight shipments.
- For OCONUS shipments, a quote will be required before an order by Mercy Medical is acceptable.
- The standard shipping method is LTL (Less Than Truckload).
- If expedited shipping by ocean or air freight is needed, a quote is required before this method can be approved.
- Please note that choosing expedited shipping does not guarantee a faster lead time, as we have limited control over these schedules.
- We understand the importance of logistics to our customers and will always do our best to provide quick and accurate answers regarding your shipment.
What is your Return Policy?
One hundred percent (100%) refund will be issued, less original invoice shipping and handling fees, to all Mercy Medical Equipment Company Group products when a return authorization is obtained within 90 days of the Mercy Medical Equipment Company Group invoice date.
- The amount of refund issued for returned product(s) will be calculated at the original contract price.
- Product may only be returned if it is in full shelf pack quantities. No partial packages may be returned. The integrity of the shelf pack may not be compromised.
- No returns will be accepted from third parties. All return requests must originate from the origin of purchase.
- Any discounts applied on the original purchase will be deducted from any refund issued.
- Customer is responsible for the cost of shipping returned items (with the exception of product shipped in error on by Mercy Medical Equipment Company); Mercy Medical Equipment Company Group is responsible for the cost of shipping replacements or exchanges of returned items.
Refund Will Be Refused on:
- Packages that have been marked, coded, stamped, or disfigured in any way.
- Products that have been damaged by smoke, fire, or water.
- Products not returned within 30 days of the return authorization.
We strive to find solutions for our customers and understand there are constraints. Please give us a call or email info@emercymedical.com to verify if an order can be returned. We will always try and work with our customers.
How do I start a return?
To start a return, please email us at info@emercymedical.com. In your subject line, start with Return followed by Order Number.
How do I place an order?
We have several different ordering methods:
- Call 210-224-9714 – Please have Account Info, Shipping Address, Your Email, Payment Method (we accept government P-Cards), and product information ready.
- Email info@emercymedical.com
- Fax: 210-224-9812
- GSAAdvantage.gov: Click on Advanced Search -> More Terms -> Type in Product # in “Any Product Field” ->Type in “Mercy Medical” in “Contractor Name”
How do I obtain copy of an invoice?
Go to our website at https://www.mercymedicalequipment.com and click on the My Account link that is found in one of two places.
- Click on the Person Icon at the upper right corner of the website and a drop-down menu will appear. You will see My Account and Quotes List. Click on the My Account link to be redirected to your My Account control panel. Login to your account control panel using the credentials provided to you by a Mercy Medical Equipment Company team member.
- You can also find the My Account link in the Shop popup menu.
- Once you are logged into your account control panel, you can Current Orders, ship dates, tracking information, and invoices.
- For questions about your orders or invoices:
- Call 210-224-9714: Option 3 for Accts Payable.
- Email us at info@emercymedical.com.
What is our Unique Entity ID Number?
Mercy Medical Equipment Company’s System for Award Management assigned Unique Entity ID is SN3TFMP12TH6.
What is your socioeconomic status?
Mercy Medical Equipment Company is a Service-Disabled Veteran-Owned Small Business, abbreviated as SDVOSB.
Does Mercy Medical Equipment Company sell to State and Local Accounts?
- Yes! If you are authorized to use GSA/FSS, we can process your quotes/order without any extra account.
- We can also check if we are registered to do business in your state and receive transaction data via your portal of choice.
What is the lead time of products?
That depends on product. Medical Equipment is generally made to order so lead times can range from 3 days to 45 days. DME products are usually stocked at a distribution warehouse and can have shorter lead times. Please call us at 210-224-9714 or email info@emercymedical.com to verify lead time.
