FAQs

Here you can find a list of Frequently Asked Questions and the answers.

 Q: What if I can't find the product I am looking for?
A: If you cannot find what you are looking for then please contact us or alternatively you can complete our New Product Request form. Once we have the details for the product you require, our procurement team will do their best to source the item and make it available to order online. Please allow up to 3 days for this process and we will get back to you as soon as we have more information.  

 Q: How do I get reduced prices?
As an account holder with Medical Supermarket, you will automatically receive discounts based on the volume of your business. To maximise your savings and ensure you are on the correct pricing tier, we recommend speaking with your account manager, who can review your costs and ensure you are receiving suitable discount on supplies and services.  

Q: Do you price match?
Our vision is to provide quality products and services at competitive prices therefore, we do our best to offer the best discounts upfront. Nevertheless, if there is an occasion whereby another supplier is offering the same product at a lower price then do let us know. We will always try to price match when possible. 

 Q: How do I order pharmacy products?
Our MHRA Licence allows us to distribute an extensive range of pharmacy and Prescription Only Medicine to addresses that are authorised by governing bodies such as CQC in England. To get your address authorised you will need to complete this form. Please note we do not currently offer controlled drugs or travel vaccines, but we hope to extend our range in the near future.

Q: How long will it take me to receive my products once I have placed an order?
Items that we hold in stock are available for next day delivery when an order is placed before 4pm, this includes most stationery & toner supplies. Items that are not held in stock will have a longer delivery time, the estimated delivery time and stock levels for each item can be found on the product page below the image. Require a piece of equipment urgently?  please let our team know we may be able to speed up the delivery or offer a faster alternative

Q: Do you offer any other services?
We have a vast range of services that we can provide. We have popped them all in one place to make life easier. Click
here to learn more. 

Q: What do I do if I need to change or cancel my order?
If you become aware of any amendments needed to your order please do let us know as soon as possible. We will do our best to make the changes that are needed.

 Q: How much is delivery?
We offer free delivery for medical & cleaning orders over £50.00 exc VAT and free delivery for stationery orders over £50.00 exc VAT.
This is split in this way based on the way the orders are despatched. Your medical & cleaning supplies come straight from our warehouse and the stationery orders are despatched from our stationery supplier. To minimise the environmental impact and help maintain a low carbon footprint, we encourage customers to consolidate orders when possible.

 Q: Do you deliver outside of the UK?
We can deliver some medical items into Europe. Please note – There will likely be an additional international courier fee when delivering outside of the UK. Please get in touch for more information.

Q: How will my order be delivered?
We offer a same day despatch service on orders containing stocked lines that are placed before 4pm, so you can expect your delivery the next working day. Our orders are sent out via a 3rd party courier and all deliveries will need to be signed for by a member of staff on site.  
We can also schedule an own fleet courier service for our social care customers ordering in bulk. Please contact our team to learn more about our own fleet delivery schedules and how we can tailor our service to suit your needs. 

Q: What time will my order be delivered?
All orders are despatched and delivered Monday – Friday, between 8am – 6pm. Should your facility be closed during a specific period please let us know so we can inform the courier. We also offer a morning delivery option (before 12pm) however, this will incur an additional carriage charge.

Q: I haven't received my order/I'm missing products from my order / Some products are damaged - Who should I contact?

We try to minimise any mishaps, but should you have any issues please contact us immediately so we can investigate and resolve this for you ASAP.

Q: What will happen if I am not at my delivery address when my item is delivered?
If there is no-one available to sign for the order at the time of delivery, then it will be taken back to the local depot and reattempted the next working day.

Q: What are the details for returns or exchanges
To learn everything, you need to know about our returns policy, please click here.

Q: Can I place my orders over the phone or via email?
Absolutely. You are more than welcome to call us on 0203 3016 500 or email sales@medical-supermarket.com to place an order. Please ensure that you have your account number to hand and any email orders are sent with an official business signature.

Q: Can I add additional staff to have access to ordering online?
You can add additional staff as users to the account by clicking ‘Login & Account’ and selecting the details tab which gives you the option to create a new user account for a colleague. Alternatively, you can email your request to help@medical-supermarket.com and our team will add your colleague to the account. All we require is their full name, email address and position. Once the user has been added, we will send the login details direct to your colleague.

Q: Do you offer additional volume related discounts for larger organisations such as GP Federations, Primary Care Networks, NHS Trusts and Care Home Groups?
Yes, if you are a large health or social care organisation that purchases.

Q: Do you offer Toner & Ink recycling?
If you would like us to collect your empty toners and ink cartridges then we can supply a box free of charge for these to go into then collect at your convenience. Simply add one of these to your next stationery order and contact us when you have 2 full boxes and we will arrange a collection for you.

 

Q: Can I change my password?
Yes you can, under Manage my Account, My Details, there is the option to change your password.

Q: Can I set up a colleague as a new user?
Yes you can, under Manage my Account, My Details, there is the option to create a new user.

Q: Can I set limits on who orders and how much they spend?
If you need to set up Budget Controls then this is something that we can set up for you

Q: Do you offer spend reporting?
You are able to view your spend management information under My Account, Manage my Spend, View my Spend. Here you can see your full history as well as your purchases in graphs by month and by each category such as stationery or medical supplies.

 

Q: Where can I find my VAT invoice?
All of your invoices and statements can be found under the manage my account section once you are logged in.

Q: How do I know what balance is due on my account?
We send weekly statements every Friday which details the amount that is due on your account and when payment is required by.

Q: What payment methods do you accept?
When you are placing an order online you have the option to pay on account or pay by Credit or Debit card. You are also able to settle your invoices by: BACS, Credit or Debit Card, Cheque.  

Q: Can I pay by Direct Debit?
Yes you can, for this to be set up for you simply complete our form here.

Q: Do you offer consolidated billing?
We can arrange to provide your invoices and orders monthly in a consolidated presentation, instead of per order, contact us for more information.

Do we have a credit limit?
Customers that chose to purchase on account and pay by invoice are subject to a credit limit. A credit limit is enforced to provide protection for any online trading business to help prevent fraudulent purchases.

If you have not found the answer that you are looking for or need to contact us for more information you can do so using any of these methods.

020 301 6500

help@medical-supermarket.com

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