FAQ | Resources | Moore Medical Online Catalog

Frequently Asked Questions

  1. Click here for LIVE ONLINE HELP to chat with a Customer Support representative (Mon–Fri 8am–8pm ET)
  2. Call Customer Service at 800.234.1464 and press option 1 (Mon–Fri 8am–8pm ET)
  3. Email esupport@mooremedical.com

Commonly Asked Questions

I currently phone in my orders. How do I order online?

If you have ordered from Moore Medical by phone, fax or through the mail, you already have an account with us and are automatically registered to order online. Simply "Login" at the top of the web site, use the search function or the left-hand product category navigation to find products you are looking for, add them to your cart and follow the directions to check-out.

I need or forgot my account number or password.

If you need or forgot your account number or password, click here for LIVE ONLINE HELP or call us at 800.234.1464 and press option 1 (M–F 8am–8pm ET). A Customer Service representative will be happy to assist you. Please supply your account information or your address and phone number, so we can verify your identity. After your identity is verified, your account number or password will be provided.

After 8:00pm Monday–Friday, please notify us by email at: esupport@mooremedical.com. Your request will be processed the next business day.

Is your site secure?

We understand that you may have concerns about using your credit card to make online purchases. At mooremedical.com we utilize a digital certificate from Symantec, a leading provider of Internet trust services. When you enter a secure portion of the site (any page that shows your account information) you will see a closed lock or a solid key at the bottom of your browser. If you click on this, a popup window displaying security information will appear. This certificate is a guarantee that your account information is being transmitted in a Secure Socket Layer (SSL), the industry standard 2048-bit encryption technology security protocol. This is widely used by the banking industry as well as major e-commerce sites on the Internet. All of your ordering information is encrypted using this secure server for maximum security.

How do I know if you've received my order?

After you have placed an order, a record of the order with confirmation number will appear on our web site. Login and select "My Account" and choose "Order Tracking". Orders listed here have been received. If we have your email address on record, you will also receive an email with the order summary and confirmation number. If you would like to have your email address added to your account, contact LIVE ONLINE HELP or esupport@mooremedical.com.

If you placed an order and do not see it listed, call your Account Manager or Customer Service at 800.234.1464.

When will my orders ship?

Most standard, in-stock orders placed Monday–Friday by 4pm your time, will be shipped the SAME DAY. Orders received on weekends and holidays will be shipped the following business day. Orders that contain products that require special handling or back-ordered items will ship as soon as possible. This includes:
  • Drop ship items shipped directly from the manufacturer. Delivery times will vary.
  • Ship-on-ice (SOI) items require refrigeration and are shipped Monday through Wednesday only to allow arrival within 1–2 business days.

How can I request Moore Medical distribute my company's products?

Please click here to complete our New Vendor Request for Review form.

My Account

I currently phone in my orders. How do I order online?

If you have ordered from Moore Medical by phone, fax or through the mail, you already have an account with us and are automatically registered to order online. Simply "Login" at the top of the web site, use the search function or the left-hand product category navigation to find products you are looking for, add them to your cart and follow the directions to check-out.

I need or forgot my account number or password. How can you help me?

If you need your account number or a password, click here for LIVE ONLINE HELP or call us at 800.234.1464 and press option 1 (M–F 8am–8pm ET). A Customer Support representative will be happy to assist you. Please supply your account information or your address and phone number, so we can verify your identity. After your identity is verified, your account number or password will be provided.

After hours and on weekends, please please notify us by email at: esupport@mooremedical.com. Your request will be processed the next business day.

How do I view my account information?

To view your account information, login to our website and select "My Account". Select "VIEW NOW" under "Edit Your Information". Please contact your Account Manager or a Customer Service Manager at 800.234.1464 to update your account. If you need to have an order shipped to an alternate address (from the one you have on file) or a new address, please call Customer Service to place your order.

Product Information

How do I request a catalog?

Select "Catalog Request" at the bottom of our website under "SHOPPING RESOURCES". Make sure the fields for your name, address, telephone number, and e-mail address are filled. If you are logged in, the information for your account will be auto populated. You can also call Customer Service at 800.234.1464 and press option 1 (M–F 8am–8pm ET) to request a catalog. Please allow 7–10 business days for delivery.

I have an instrument or piece of equipment that needs to be repaired. What should I do?

All instruments and equipment in need of repair should be returned directly to the manufacturer. Please call Customer Service at 800.234.1464, press option 1 (M–F 8am–8pm ET), to request contact information for the manufacturer of your item. As a distributor, Moore Medical LLC does not offer a warranty, either expressed or implied, for these products.

How do I get SDS (formally MSDS) sheets?

SDS sheets are available for download on our website. If an item has a corresponding SDS sheet, a link will appear below the "Documents" symbol on the product detail web page. Additionally, SDS sheets can be requested by sending an e-mail to esupport@mooremedical.com. Please include your account number. You may also fax a request to 800.316.6673 or call Customer Service at 800.234.1464 and press option 1 (M–F 8am–8pm ET).

Can I order prescription items?

Prescription items can be sold to registered and fully licensed customers only. We must have a copy of your valid State license on file. If you have moved or if you are a new customer, please fax your Physician's license to 877.881.0710. Prescription items will not be shipped without license verification and will be shipped only to the addresses in the state where the Physician is licensed.

What are the shipping charges for Drop Ship, Ship On Ice and Hazardous Items?

  • Drop Ship Items: Drop ship items are shipped directly from the manufacturer. Delivery times may vary and can be expected within 2–6 weeks. Some manufacturers will also apply Drop Ship fees and freight charges for deliveries and may vary by manufacturer.
  • Ship on Ice Items: Any item requiring refrigeration may be shipped separately from the rest of your order. Items are shipped on ice Monday through Wednesday only and will arrive in 1–2 business days. $6.95 per order will be added to cover additional handling. Refrigerated items cannot be returned.
  • Hazardous Items: The Department of Transportation has determined that these items require special handling. These items cannot be shipped via Overnight or Second Day Air. $27.50 per order will be added to cover additional handling.

How can I obtain information about an item that has been recalled?

Click here for information on product recalls. If you have questions, contact Regulatory Affairs at 800.234.1464, Extension 5407 or send an e-mail to recalls@mckesson.com.

What is an Exclusion Item?

Exclusion items are products that are not eligible for promotional offers. These items include vaccines, specific injectables, items list priced greater than $1000 and other selected products. Ask your sales representative for details or call Customer Service at 800.234.1464 and press option 1.

Order Information

What is a Promo Code?

These are codes that enable you to take advantage of special discounts or offers that may appear on our catalogs, mailers and emails you receive. These codes should be referred to when placing your order by phone, fax or online.

How do I know if you've received my order?

After you have placed an order, a record of the order with confirmation number will appear on our web site. Log in and select "My Account" > "Order Tracking". Orders listed here have been received. If we have your email address on record, you will also receive an email with the order summary and confirmation number. To have your email address added to your account, contact Customer Service at 800.234.1464, option 1; select LIVE ONLINE HELP or email us at esupport@mooremedical.com.
If you placed an order and do not see it listed, call your Account Manager or Customer Service at 800.234.1464.

When will my orders ship?

Most standard, in stock orders placed Monday-Friday by 4pm your time, will be shipped the SAME DAY. Orders received on weekends and holidays will be shipped the following business day. Orders that contain products that require special handling or back-ordered items will ship as soon as possible. This includes:
  • Drop ship items shipped directly from the manufacturer. Delivery times will vary.
  • Ship-on-ice (SOI) items require refrigeration and are shipped Monday through Wednesday only to allow arrival within 1–2 business days.

How do I track my shipment?

To track your shipments, log in and select "My Account" > "Order Tracking". Select the Order Number to display the date the order shipped, the type of carrier and the tracking (trace) number. Select the tracking number to track your shipment through the UPS website.

What is your backorder policy?

All backordered items will be shipped upon receipt from our supplier. If we have your email on file, you will receive regular updates on your backorders. To have your email address added to your account, contact Customer Service at 800.234.1464 and press option 1; select LIVE ONLINE HELP or email us at esupport@mooremedical.com.

For other questions, please contact Customer Service.

Can I cancel my order?

Orders are instantly transmitted to the warehouse for processing and shipment. To attempt to cancel an order, call Customer Service at 800.234.1464, press option 1 or click here for LIVE ONLINE HELP (M–F 8am–8pm ET). When LIVE ONLINE HELP is not available, you can leave a message for the next business day.

Can I check my order history online?

Yes. Login and select "My Account" > "Order Tracking" to see orders placed in the last 90 days. Select an order number to see details, tracking numbers and the option to reorder the same products. To see orders older than 90 days, contact Customer Service.

Which countries do you ship to?

Moore Medical ships ONLY to all 50 United States and U.S. Territories, including Puerto Rico, U.S. Virgin Islands, Guam and American Samoa.

Where do I find my DSCSA orders?

The DSCSA—Drug Supply Chain Security Act requires distributors to provide tracking of certain prescription drugs as they are distributed in the United States.

This tracking can be found by clicking "View All DSCSA Orders" on the Order Tracking page.

Shipping & Returns

What are the shipping charges?

The cost of shipment, if any, will be paid by Moore Medical and added to your invoice. Any freight charges for special handling or for shipments involving export sales are the responsibility of Customer and will be added to the Customer's invoice. Shipping charges are subject to change without notice. Customer will pay all shipping charges on special order drop shipments. Furniture and large equipment is shipped to Customer's dock. Additional charges will be applied for lift gate service, inside delivery, or set up. Certain products may be subject to additional shipping terms including those products described below:
  • Drop Shipments
  • Refrigerated Shipments
  • Hazardous Materials
Orders for Alaska, Hawaii or Puerto Rico are shipped via UPS (except hazardous/ORM materials). Orders for Guam or the U.S. Virgin Islands are shipped via USPS Express Mail (except hazardous/ORM materials). Please call Customer Service at 800.234.1464 and press option 1 for further information.

Which countries do you ship to?

Moore Medical ships ONLY to all 50 United States and U.S. Territories, including Puerto Rico, U.S. Virgin Islands, Guam and American Samoa.

What are my shipping options?

The following shipping options are available:
  • UPS Ground Delivery
  • USPS Express Mail
  • UPS 2nd Day Air Delivery
  • UPS Next Day Air Delivery
  • FEDEX Next Day Air Delivery

What are the shipping charges for UPS Overnight or Second Day delivery?

Orders requested shipped within the contiguous 48 states using UPS Next Day or 2nd Day Air will be charged standard published book rates. As per DOT regulations, hazardous materials cannot be shipped via air delivery. Drop shipped items are sent directly from the manufacturer and standard published book rates for UPS Next Day or Second Day shipping will apply.

What do I do if I receive a damaged shipment?

All deliveries should be inspected for shipping damage before accepting delivery. If damage has occurred, customer should note the extent of the damage on the freight bill and call Customer Service at 800.234.1464 and press option 1 (M–F 8am–8pm ET).
Moore Medical's responsibility for loss or damage of Product to be returned to Moore Medical ceases when the products are accepted by the carrier. In no event will Moore be held liable for any damages or expenses caused by delay in delivery.

What if I open my package and find items defective?

Should you receive incorrect, damaged or defective merchandise, please contact Customer Service, within 45 business days of invoice, at 800.234.1464, and press option 1 (M–F 8am–8pm ET).

What if I open my package and find items missing?

Please report all missing merchandise to Customer Service, within 5 days of the invoice date, at 800.234.1464 and press option 1 (M–F 8am–8pm ET). Occasionally, cartons separate during shipping. Missing items should arrive within 1–2 business days.

How do I return an item?

To return an item, excluding Rx items, please follow the Return Policy Instructions at the bottom of the shipment Packing Slip.You have 5 days from the date of delivery to inspect the products and to reject any or all products, which are defective, or nonconforming provided, however such Products are returned no later than 45 days from invoice date. Products rejected shall be promptly returned to Moore at Moore's expense. Credit will be given for incorrectly shipped, damaged, or defective products. In order to receive full credit, returned products must be unopened and in salable condition. Special and custom orders are not returnable, but any defective parts MAY be replaced. Returns cannot be shipped C.O.D. Please be sure to include at least one of the following with any returned product: invoice number, order number and/or account number.
  • All Rx returns must be requested by customers and approved by Customer Service within 7 days of invoice and the product returned to us within 15 days accompanied by a signed Prescription Drug Return Form.
  • To return a drop shipped item, please contact the manufacturer

Are there items that I cannot return?

The following products have restrictions or cannot be returned. Please contact Customer Service at 800.234.1464 and press option 1, if you have any questions.
  • Diagnostic Test Kits
  • Discontinued Products
  • Special Order Products shipped from manufacturer
  • Expired Products
  • Hazardous/ORM Materials
  • Items Shipped on Ice or Dry Ice
  • Opened or Defaced Products
  • Used Instruments
  • Oxygen Tanks
  • Special or Custom Orders

What are the shipping charges for Drop Ship, Ship On Ice and Hazardous Items?

  • Drop Ship Items: Drop ship items are shipped directly from the manufacturer. Delivery times may vary and can be expected within 2–6 weeks. Some manufacturers will also apply Drop Ship fees and freight charges for deliveries and may vary by manufacturer.
  • Ship on Ice Items: Any item requiring refrigeration may be shipped separately from the rest of your order. Items are shipped on ice Monday through Wednesday only and will arrive in 1–2 business days. $6.95 per order will be added to cover additional handling. Refrigerated items cannot be returned.
  • Hazardous Items: The Department of Transportation has determined that these items require special handling. These items cannot be shipped via Overnight or Second Day Air. $27.50 per order will be added to cover additional handling.

Privacy & Security

What is your privacy policy?

Please click here to see our Privacy Policy.

Is your site secure?

We understand that you may have concerns about using your credit card to make online purchases. At mooremedical.com we utilize a digital certificate from Symantec, a leading provider of Internet trust services. When you enter a secure portion of the site (any page that shows your account information) you will see a closed lock or a solid key at the bottom of your browser. If you click on this, a popup window displaying security information will appear. This certificate is a guarantee that your account information is being transmitted in a Secure Socket Layer (SSL), the industry standard 2048-bit encryption technology security protocol. This is widely used by the banking industry as well as major e-commerce sites on the Internet. All of your ordering information is encrypted using this secure server for maximum security.

International Sales

Which countries do you ship to?

Moore Medical ships ONLY to all 50 United States and U.S. Territories, including Puerto Rico, U.S. Virgin Islands, Guam and American Samoa.
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