Terms & Conditions
What are my payment options?
All orders need to be prepaid with a credit card. We accept Visa, MasterCard, Discover, and American Express. All prices are FOB shipping point. Terms of Net 30 Days are available upon credit approval once an account has been established. Please contact Accounts Receivable at 801-282-3697 for specific terms and conditions.
Payment under open account terms is required 30 days from the date of the invoice. A fee of 1.25% if the invoice will be assessed each month for each 30 days after the initial 30-day period that invoices remain unpaid. We reserve the right to hold shipments on delinquent accounts.
Will I be charged sales tax?
As of 4/16/12 Rehab Specialists charges sales tax in the following states: UTAH.
I am tax exempt. How do I submit my tax exempt certificate or resale license?
If the facility receiving the merchandise is in a state that is normally charged tax and you are tax exempt, please provide a copy of your exemption or resale certificate before placing an order. Fax your certificate to 801-280-3933, Attn: Accounts Receivable.
What is the returned check fee?
A fee of $20.00 will be charged for returned checks.
Do you accept purchase orders?
Yes, we accept Purchase Orders. PO numbers may be entered on the order confirmation page. The P.O. number will appear on the packing list and invoice for reference.
When will my credit card be billed?
Credit cards are billed at the time of purchase.
Does Rehab Specialists do third party billing?
Yes, please call our office and we will discuss with you if the product you are trying to acquire is covered by your insurance.
How do I address billing disputes?
Please contact Customer Service at 801-282-3697. Please have your invoice and customer ID available.
How do I find out the balance on my account?
Contact Accounts Receivable at 801-282-3697
When will my credit be issued?
It will take approximately one week following Rehab Specialists receipt of the returned product. A copy of the credit memo will be sent and must be redeemed within 180 days. "Credit Only" will be issued for refunds under $25.00.
How do I know if you received my order?
You will receive an emailed order confirmation once your order is placed.
When will my order ship?
Orders should ship within 24-48 hours. Next Day and Second Day Air are available except on Saturday. Rush orders must be entered before 1:00 pm EST. Select your shipping option when placing your order.
What is the backorder policy?
Out of stock items with a lead time of 14 days or fewer may be ordered online. When ordering such items you will be informed of the shipping timeframe. The website will prompt you to call customer service (801-282-3697) when an item has a lead time greater than 14 days. These items cannot be added to your online order. If you call within 24 hours of placing your order online, customer service will place the backordered item on a separate order, provide you with an ETA, and honor the discount level of your online order.
Can I cancel my order?
Orders are instantly sent to the shipping department and therefore very difficult to intercept. Please contact customer service at 801-282-3697 if cancellation is required. Cancellations must be requested on the day the order is placed.
Is there a minimum order requirement?
Rehab Specialists does not have minimum order requirements for non-distributors except in instances when we must meet vendor drop ship requirements. However, if the product ships directly from another manufacture, they may require a minimum order or a small order fee.
What is your custom order policy?
Contact Customer Service for custom orders at 801-282-3697.
Same day shipping
Web orders received by 1:00 p.m. EST Monday through Friday for in-stock merchandise will possibly ship the day they are ordered, but not guaranteed.
Rush air shipments
For rush orders, next business day and two business day shipping options are available. Web orders received by 1:00 p.m. EST Monday through Friday for in-stock merchandise will ship the day they are ordered. Parcel charges are calculated based on total weight. Saturday deliveries are not available for orders placed on the web.
Are shipping charges my responsibility
All shipping charges are the responsibility of the purchaser and will be added to the invoice. Please note that all shipments will be insured unless written authorization is received to waive insurance coverage. Shipping charges are determined by the carrier.
What are my shipping options?
Most orders are shipped UPS Ground. Weight and dimensions may require your order to be shipped by a freight carrier. When entering your order, if a freight flag appears you may add only the following special instructions: lift gate required; inside delivery; or arrival notification call to the shipping instructions. If additional instructions are required, you must call customer service to place your order at 801-282-3697.
How do I request a freight quote?
For a freight quote on large equipment, call Rehab Specialists at 1-801-282-3697 or send us a request by clicking here. (email)
Returns & Damaged Goods
How do I return an item?
Call Rehab Specialists Customer Service at 801-282-3697 to obtain an RMA (Return Material Authorization) number. Write the number clearly on the outside of the package and ship to the address provided to you by Customer Service. Return shipping is at the customer’s expense. Returns must be shipped within 30 days of receiving the RMA number to avoid restocking fees. Below is additional Return Policy Information.
All returns must have an RMA number. There is a 20% restocking fee on all returns after 30 days. No returns will be accepted after 60 days.
Unauthorized returns are automatically subject to a 15% processing fee and a $10 administrative charge.
All returns must be received in new/resalable condition and in the original packaging.
Credits (less shipping and restocking fees) are issued to an account only after the merchandise has been received, inspected and confirmed to be in resalable condition. The customer is responsible for properly packaging the item to avoid damage during shipment. No credits will be issued for items received in non-resalable condition. All credits must be redeemed within 180 days.
Merchandise being returned as a result of a Rehab Specialists error, will be credited for both the item and all shipping charges. No restocking fee will be applied.
Credits will be issued only to the original purchaser.
No refunds will be issued for under $25.00. Credit balance will be applied to future purchases made within 180 days.
Are there items I cannot return?
Sales of special or custom order items such as silk-screen, imprinted, custom-colors, custom-sizes, etc. are final upon shipment and may not be returned for credit. We cannot accept returns of exchanges of oral products; or books, computer software and videos that have been removed from original packaging. Return of any goods drop-shipped directly to the customer from a non-Rehab Specialists manufacturer is subject to the approval and terms of the manufacturer.
What do I do if I received a damaged shipment?
If a shipment arrives damaged or if the box appears so, note damage on the delivery bill and have the driver sign it, acknowledging the damage. Contact Rehab Specialists Customer Service at 801-282-3697 within 10 days of receipt to start processing the insurance claim. Save the container and merchandise for inspection.
What if I open my package and find items missing or incorrect?
Please check your packing slip and order confirmation to see if any items were on backorder or going to drop ship from the manufacturer. If we deliver an incorrect product of if there is an error in the quantity delivered please call Customer Service to make arrangements to correct the error and obtain a return authorization number. We will correct the error without additional charge to you. Discrepancies must be reported within 10 business days or receipt of the shipment. Please keep all original packaging if an item is missing from your shipment in case a shipping claim has to be filed.
What are your warranty periods on supplies? Equipment?
Rehab Specialists will honor all manufacturers’ product warranties.
What if I can’t find the product I’m looking for?
Your sales representative or Customer Service agent will be happy to assist you. Call 801-282-3697.
What is the average lead time on manufactured items?
Please allow 1-2 weeks on manufactured items.
Is your website secure?
Rehab Specialists first priority is to protect our customers’ information. Our entire site is protected. Areas where users are asked to enter sensitive information (such as card or bank account numbers) is encrypted and is protected by SSL?, an advanced 128-bit encryption protection software protocol. Precautions and security processes are in place at every stage to insure that customer information is not lost, misused, or altered in any way.
Rehab Specialists protects and holds confidential all-business records and personally identifiable information. E-mail addresses will not be sold or given to a third party at any time. E-mail addresses may be used by Rehab Specialists to provide customer service, announce discounts or promotions, or supply product information. A customer may request to be removed from our product promotion list at any time.