Frequently Asked Questions

Frequently Asked Questions

Below are the questions we get asked the most. Still have questions? Contact a member of our customer care team at 800-733-7976, Monday – Friday, 8:30 am – 5 pm EST.  We’re happy to help!

How can I order from GEMCO Medical?

GEMCO Medical does not sell directly to consumers. If you are a healthcare provider and wish to purchase product from GEMCO Medical, please complete our New Account Application. Visit the Become a Customer tab on our website for more information or call a member of our Customer Care Team at (800) 733-7976.

What are your hours of operation?

Our customer care team is available Monday through Friday 8:30 am to 5:00 pm EST.

Do you have a minimum order requirement?

GEMCO Medical does NOT have a minimum order requirement. No order is too small or too big!

How do I send orders to you?

We are very flexible and will work to accommodate your preference. Orders can be placed on our secure online ordering form and we also receive orders through many electronic means, including, but not limited to, EDI and SFTP transfers.

Do you offer same-day shipping?

Yes, we ship same day. Cutoff times vary based on shipping method. In most cases, orders will ship same day if the order is placed by:

  • 1:00 PM EST for LTL Shipments
  • 2:00 PM EST for USPS
  • 3:00 PM EST for UPS

Visit shipping options for more information.

Who are your primary carriers?

We utilize the United States Postal Service, UPS, and Fed-Ex.

What are your accepted payment methods?
  1. Open Credit Terms: Credit terms require a New Account Application to be completed and are determined by commercial and/or consumer credit inquiries. Standard credit terms are Net 30 days from the invoice date.
  2. Credit Card: We accept VISA, MasterCard, DISCOVER and American Express upon approval. There is no service fee if your credit card is used at the time of the order. A fee of 2-3% will be assessed if a credit card payment arrangement is made after the order has shipped. A 2% fee applies if a VISA, MasterCard or DISCOVER credit card is used. A 3% fee applies if an American Express Card is used.
  3. ACH CHECK: This is an electronic debit transfer from your financial institution to ours. A routing number and account number for the checking account you would like to use will be required. There is no service fee to use this option. Call a member of our Customer Care Team for details.
  4. Wire Transfers: Call a member of our Customer Care Team for details.
Can I duplicate a previous order?

Yes. Once you are logged into the site, there is an option to Duplicate Previous Order. You can then select the items from your previous order that you would like to duplicate. You will have the opportunity to edit and review your final order before it is placed.

How do you handle back orders?

We have a high fill rate and we rarely experience back order issues. If there is an issue, we will contact you and determine whether to wait for the product and ship the complete order.

How will I be notified if something is not in stock or if the items are shipping from multiple locations?

A member of our Customer Care Team will notify you via email or phone to discuss any exceptions to your order. As an item ships, you will receive a shipment confirmation via email with tracking information.

What happens if an item becomes discontinued?

A member of our Customer Care Team will notify you of any discontinued item and offer a substitute if available.

How will I received tracking information?

Tracking information will be sent to you daily via e-mail, SFTP, or immediately through EDI.

What billing systems do you work with if I want to utilize your fulfillment services?

We can work with most billing systems. As long as your system can export electronic information, we can usually configure our system to communicate with yours.

How many orders can we send you per day for fulfillment services?

There is no minimum or maximum order limit per day.