Customer Care Professionals

ProMed processes all invoices/statements electronically via e‐mail and accepts check remittances via fax and/or email, as well as routine ACH (Automated Clearing House) for secure payment. A 3% service charge will be assessed on all Visa, MasterCard, Discover Card and American Express credit card transactions.

A 1.5% service/late charge per month (18% APR) will be assessed on all invoices unpaid after forty‐six (46) days from the original invoice date. Failure to pay non‐disputed charges within 10 days of the established net terms may negate your price protection.

Your signature on our Long‐Term Price Protection Agreement verifies that ProMed is your vendor of choice and allows us access to your manufacturer end‐user contracts. ProMed agrees to abide by the terms and conditions of your manufacturer end‐user agreements where they differ materially from those in the Agreement.

ProMed will pay your freight charges when the total individual order value of stock products (not including tax) is $600.00 or more. All deliveries less than the prepaid freight minimum will be shipped with prepaid freight/handling charges added to your invoice. An individual order is defined as purchases of items (from stock) combined into one delivery, to a single location.

• Medicare Part B items provided to your Part B eligible residents are excluded from any standard freight/handling charges when ProMed is your resident’s provider.
• All non‐stock orders that are drop shipped directly to a facility will incur a shipping fee as designated by the manufacturer, e.g. DME equipment, mattresses, specialty products, etc.

ProMed only utilizes trusted carriers that meet or exceed our customers’ expectations, and we reserve the right to ship freight in the best, most efficient manner so long as transit times are met. ProMed Express will customize a Weekly Route Schedule (WRS) to fit your delivery needs. Transit times vary based on facility location.

• Your territory manager will be at your facility for your first deliveries to ensure everything goes smoothly.
• Stock orders received by noon will ship the same business day.
• There is no minimum order requirement.
• Inside delivery is available for all shipments, including inside the first set of doors and out of the weather.
• Any discrepancies or damages must be reported to us within 24 hours of delivery. We reserve the right not to honor discrepancies reported past 24 hours from delivery.
• Broken case quantities are available to help maintain your budget.
• We will ship to facility locations and bill to the designated address you provide.

Professional Medical is proud of our 99.4% fill rate. We attribute this success to the dedicated inventory we stock for our committed customer’s product requirements. Should you require ProMed to inventory special (non‐stock) product(s), please complete a Stock Commitment Form with your territory manager and fax directly to our Special Sales Department at 815‐726‐7416.

In order to maintain the highest level of service, please allow up to ten (10) business days so we may increase our stock levels to meet all your product fulfillment needs. Your territory manager will place your initial order and advise on your expected delivery date. From that point on, all orders placed by noon will ship same day.

From time to time, products distributed by ProMed may change for a variety of reasons, including:

• The manufacturer changes packaging or discontinues a product or product line.
• The manufacturer experiences a recall.
• ProMed evaluates a product and determines that it matches or exceeds the current product quality and adds better value.

When this occurs, Professional Medical will automatically notify our customers of the change via email. This product change notification will be sent to all customers who have purchased the product being changed within the last 90 days. The product change notification includes pertinent information useful to clinical as well as purchasing personnel.

For Residential Deliveries, it is important to follow these steps to successfully claim missing or damaged product deliveries

1. Make sure all packages are addressed to your location
2. Perform a physical count of cartons and note this on the packing slip/freight bill before you sign it (Signature Required deliveries)
3. Unpack your order and compare product and quantities against your packing slip. Report any discrepancies within 24 hours of delivery.
4. If you received an incorrect product, we will arrange for an exchange of the correct product at the time the claim is received. At that time, a Return Materials Authorization (RMA) will be issued (at ProMed's expense) for the incorrect product to be sent back within 10 days, or will be billed to your account.

For Commercial / Institutional Deliveries, you must check for damages or missing product and note accordingly

• Upon arrival all shrink-wrapped pallets must be visually inspected for obvious damage; such as crushed or bent corners, unsealed packaging, water damage, holes or tears in boxes and any other indicators. Refuse any packages with excessive damage. If any of the pallets arrive without the shrink-wrap intact, it must be noted on the drivers delivery receipt and signed by the driver, as it should be assumed that pallets delivered in this manner will contain concealed damages or shortages. You can require the driver to stay while you verify the contents of the shipment and to look for damages inside the pallets. Note any damages on the packing slip/freight bill before you sign it.
• If you received an incorrect product, we will arrange for an exchange of the correct product at the time the claim is received. At that time, a Return Materials Authorization (RMA) will be issued (at ProMed's expense) for the incorrect product to be sent back within 10 days, or will be billed to your account.

Reporting Order Issues

• For all deliveries, it is important to claim damages or missing product deliveries with Professional Medical within 24 hours of delivery.
• For all commercial / institutional deliveries, a copy of the packing slip, properly signed detailing any damages or missing product must be included. Any request for credit or deduction taken from payment without the proper notation on the packing slip cannot be honored and any deductions taken without documentation will be charged back.
• Professional Medical reserves the right to deny claims received beyond 24 hours.

Any product may be returned, within 90 days of purchase provided the product is in saleable condition & with the consent of Professional Medical (ProMed). All returns must be accompanied by a valid Return Materials Authorization (RMA) number from ProMed. Customers serviced within the ProMed Express (PME) routes should have product ready for pickup during their next scheduled delivery. For customers outside the PME coverage area(s), please allow 4‐5 business days to receive email confirmation of RMA number & shipping label(s) for product return. Product must be returned in saleable condition within 10 days of issuance of an RMA number. Returns made directly with a PME driver, at the time of delivery, constitute compliance with the RMA process. When a product is returned with a RMA number, it shall thereupon become the property of ProMed.

ProMed accepts no responsibility for product returned without prior authorization. Products will not be accepted for return if one or more of the following are true, products; (a) are damaged, less than 6 month shelf life, expired or used; (b) custom manufactured for Customer or Customer’s customer; (c) not in their original packaging (unopened & outer packaging without blemish); (d) not purchased from ProMed; or (e) that are currently non‐stock; or (f) are otherwise not capable of being resold by ProMed.

When products are authorized to be returned for any reason other than missing product, damage, nonconformity or breach of warranty, the credit amount may be subject to a minimum restocking charge. Restocking charge is based on the number of days between the return authorization & the Customer’s invoice date; (a) 0‐30 days is a 0% restocking charge; (b) 31‐60 days is a 20% restocking charge; (c) 61‐90 days is a 30% restocking charge; or (d) no credit will be issued for greater than 90 days from invoice date. Any product accepted for return may incur an additional manufacturer imposed restocking charge. Equipment returns may be subject to vendor restrictions.

All products returned with expiration dating must meet product shelf‐life guidelines of at least 6 months. Products returned with less than 6‐month shelf‐life dating from the date the product is received will be earmarked & destroyed.