Shipping & returns
SHIPPING & RETURNS
WHAT ARE YOUR SHIPPING OPTIONS?
PISCES can provide premium shipping services including Next Business Day, Second Business Day, and Third Business Day. Additional charges for these shipping services will be added to the invoice. There are some products that include lithium batteries that are not eligible for
expedited shipping services. All products deemed undeliverable by carrier will be shipped to the VA Hospital unless a confirmed, secondary address is provided by Purchasing Agent.
Government Terms:
Government customers have flat rate shipping charges based on their geographical location. Some products require oversize shipping charges due to size or weight of dimensions shipping packages. On products on the Federal Supply Schedule (FSS Contract) Government customers pay the difference between flat rate shipping charge and the expedited shipping costs.
Commercial Terms:
Retail customers pay the actual shipping charges, plus any oversize shipping charges that may apply due to the weight or dimensions of the package.
U.S. Shipping, Handling & Delivery The following information does NOT apply to Shipments made OCONUS, Puerto Rico or other U.S. Territories. All shipping charges and risk of loss are F.O.B. Seller’s plant and are the responsibility of the purchaser. All related shipping and handling charges will be added to customer invoice. For OCONUS shipments, Pisces Healthcare Solutions reserves the rights to select carrier to be more reliable or cost efficient.
Post Office Box Shipments
Pisces Healthcare will ship USPS to P.O. Boxes if it meets USPS box guidelines
Rush Delivery Air Shipments If you need an order right away, please contact Pisces Healthcare customer service to see if your product is eligible for expedited shipping services. Charges for this service will be added to your invoice. Cut off time for overnight shipments is 12:00 EST for eligible items.
Saturday or Early AM Shipments
Government Terms:
For Saturday delivery, add $10. For early morning delivery M-F, add $30. Subject to quotation.
Commercial Terms:
Retail customers pay the actual shipping costs for Saturday delivery and early morning delivery requests.
Ship from Factory Some products are shipped direct from the factory or are made to order. These will have varying shipping times. For specific ship from factory shipping estimates, please contact Pisces Healthcare Customer service.
Freight Shipments Please call Customer Service for freight estimates. Freight estimates vary due to increased demand or fuel prices. These freight estimates have expiration dates that may be noted on the estimate. If no additional expiration date is noted, the freight quote is only good for 30 days. Freight quotes are standard dock to dock quotes, if any additional services are needed, they must be added at time of quote.
If additional freight services are needed at the time of delivery or the delivery requires a second trip, the customer can be charged for additional services or second day of delivery charges.
White Glove delivery is available on certain items. Please contact customer service to inquire about these services. All Freight terms apply with white glove delivery to include expiration, additional services and undeliverable items.
NOTE: Due to escalating fuel surcharges from our freight carriers, we are now forced to pass on a fuel surcharge for all ground orders. We reserve the right to add modify the surcharge as market conditions change.
NOTE: When orders list several items, some of which aren’t in stock, we will fill the portions that are available to ship. However, there will only be one shipping charge per order.
* Unfortunately, due to the oversized and/or overweight nature of certain merchandise, additional charges may apply. Please request a quote from a customer service representative.
WHAT IS THE BACK-ORDER POLICY?
Our fill rates are among the highest in the industry. However, we occasionally experience out-of-stock on some merchandise. Customer notification within 96 hours of order if item ordered is on backorder. The current Covid 19 Pandemic may impact the customer service response time.
RETURN POLICY
RETURNED GOODS POLICY
All custom items are non-cancellable and non-returnable
Prior authorization to return merchandise is required by Pisces Healthcare Solutions Inc. for all returns. Pisces Healthcare Solutions Inc. must have a Return Materials Authorization (RMA) signed by an authorized customer representative on file before a return can be processed. For questions, please contact Customer Service. No returns after 30 days.
All returns must have an RMA number that can be obtained from the Returns Department. To be eligible for a return, all items must be unused and in the same condition in which received. The items must be in the original packaging. Merchandise that is NON-RETURNABLE includes but is not limited to: eating products, hygiene products, undergarments, and books, computer software, videos that have been removed from original packaging.
Returning products without a shipment-specific RA# may result in refusal of the return, delayed and/or possibly denial of any credit for that return. LMH-Pisces does not give credit for product which is not returned to LMH-Pisces. Written exceptions to this can be made on a case-by-case basis by calling our Customer Service department. LMH-Pisces will inspect all valid returns, validate that credit can be given and then issue credit within 20 days of the receipt of the return. In no case will credit be given for an entire return without inspection by LMH-Pisces
For accepted returns, we will credit your account or method of payment for returned merchandise, minus the applicable restocking fee, once merchandise has been received, inspected, and confirmed to be in resalable condition. Credits will not be issued for items received in non-resalable condition. The customer is responsible for properly packaging and protecting the item during its shipping back to Pisces Healthcare Solutions. Initial shipping and freight charges are not credited. All credits must be redeemed within 180 days.
• Credits for returns are issued only to original purchaser.
Return Restocking Fees:
· If a shipping error occurs due to LMH-Pisces error, the LMH-Pisces will pay freight both ways for return/exchange of goods, but Pisces Healthcare must be notified within 5 days after delivery of item
· Government Terms: If an ordering facility error occurs, the ordering facility will pay return freight and a 20% restocking fee. Return RMA process must be initiated within 30 days after receipt of item. Once an RMA number is received, customer must ship products back to Pisces Healthcare within 30 days.
· Commercial Terms: No returns
Damaged Goods or Shipping Error
If products are received with damages or the wrong product was shipped in error, please contact customer service to initiation the return or replacement of the item. Pisces Healthcare Solutions must be made aware of the issue 5 days after receipt of product. If the wrong product was shipped, Pisces healthcare will pay for return shipping to a Pisces Healthcare distribution center with no restocking fee.
Damaged or short shipments should be reported within 5 days of receipt. If a shipment arrives damaged or if the box appears damaged... • Note damage on the delivery bill and have the driver sign it, acknowledging the damage.
• Save the container and merchandise for inspection.
Photographs of damage may be necessary to file a claim.
• Contact the Pisces Healthcare Solutions Customer Service Department within 5 days of receipt at 1-888-505-3627 to start processing an insurance claim. An order will be entered at that time to replace the merchandise.
RMA PROCEDURE
Government Customers to begin the return process:
Request a Return Authorization number:
By phone: Call our Customer Service Department at 1-888-505-3627, Monday through Friday from 7:00 a.m.-7:00 p.m. CT for a returned goods authorization number (RMA number).
By Email: Email customerservice@pisceshealth.com Please provide invoice number, original purchase order and item number of the product(s) you would like to return, as well as your contact information.
Returning the package: Write the number on the outside of your return shipment and send package to Pisces Healthcare Solutions, 22660 Executive Drive, Suite 134, Sterling, VA 20166. All return shipping expenses are paid by the customer. Items must be returned within 30 days of receiving RMA number.
Warranty and Liability
LMH Hawthorne Healthcare DBA Pisces Healthcare Solutions (LMH-Pisces) warrants and implies that the items delivered hereunder are merchantable, fit for use for the particular purpose and will be free from defects in material and workmanship for a period of one-year from date of delivery, except the Thermophore items which carry a two-year consumer warranty. Whether a product qualifies for warranty replacement is at the sole discretion of LMH-Pisces. All parts found defective within the period shall be replaced with the cost of replacement, including all shipping charges to be borne by LMH-Pisces.
Customers of LMH-Pisces should NOT replace units that they assume are under warranty. LMH-Pisces cannot give credit for items that were returned “under warranty” if they did not qualify. Under no circumstances will any products covered by this guarantee be returned without (a) an advance written notice to the LMH-Pisces or (b) obtaining shipping instructions from the LMH-Pisces. Typically, LMH-Pisces will be able to verify that an item qualifies for warranty replacement over the phone and the matter can be handled quickly and easily. In cases where warranty replacement cannot be confirmed over the phone, LMH-Pisces will work with the consumer to achieve an acceptable outcome.
Limitation of liability: Except as otherwise provided by an express or implied warranty, the Contractor will not be liable to the Government in 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.