Moore Medical Main Frame and Header
  1. Click here to view online tutorials on how to easily find products, place orders and use WebTools to streamline your web ordering process. If you've got a question, we've got the answer. Browse through our Frequently Asked Questions (FAQs)
  2. Click here for LIVE ONLINE HELP to chat with a Customer Support representative (Mon-Fri 8am-8pm ET)
  3. Call Customer Support at 800.234.1464 and press option 2 (Mon-Fri 8am-8pm ET)
  4. Email e-support@mooremedical.com

Commonly Asked Questions

I currently phone in my orders. How do I order online?
I need or forgot my password or account number
Is your site secure?
How do I know if you receive my order?
When will my order ship?

My Account

I currently phone in my orders. How do I order online?
What are your online features or the benefits of registering?
I need or forgot my password or account number.
How do I edit my account information?

Product Information

How do I request a catalog?
I have an item that needs to be repaired. What should I do?
How do I get MSDS sheets?
Can I order prescription or DEA items?
What does Drop Ship, Ship on Ice, or Hazardous material mean?
How can I obtain information about an item that has been recalled?
What is an Exclusion Item?

Order Information

What is a key code and key Letter?
How do I know if you've received my order?
When will my order ship?
How do I track my shipment?
What is your backorder policy?
Can I cancel my order?
Can I check my order history online?

Payment & Billing

What are my payment choices?
Is your site secure?
Will I be charged sales tax?
I need a copy of my invoice. How can I obtain one?
Do you accept purchase orders?
When will my credit card be billed?

Shipping & Returns

What are the shipping charges?
What are my shipping options?
What are the shipping charges for UPS Overnight or Second Day delivery?
What do I do if I receive a damaged shipment?
What if I open my package and find items defective?
What if I open my package and find items missing?
How do I return an item?
Are there items that I cannot return?
What are the shipping charges for Drop Ship, Ship On Ice and Hazardous Items?

Privacy & Security

What is your privacy policy?
Is your site secure?
Information on Mailings.

International Sales

Which countries do you ship to?
What are my shipping charges?

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. 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 2 (M-F 8am-8pm ET). A Customer Support representative will be happy to assist you. After hours and on weekends, please send an email to e-support@mooremedical.com.
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I need or forgot my password or account number.
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 2 (M-F 8am-8pm ET). A Customer Support representative will be happy to assist you. After hours and on weekends, please send an email to e-support@mooremedical.com. After your identity is verified, your password will be provided.
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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 Verisign, Inc., 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.
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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. Simply login, go to the "My Account" menu and select "Track My Orders". 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.
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When will my order ship?
Standard, in stock orders placed Monday-Friday by 4pm your local time, will be shipped the SAME DAY. We do not ship products on Holidays or weekends. Standard, in-stock orders received during the weekend will be shipped the following Monday. Orders received on Holidays will be shipped the following business weekday. Exceptions include:
• 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.
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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. 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 2 (M-F 8am-8pm ET). A Customer Support representative will be happy to assist you. After hours and on weekends, please send an email to e-support@mooremedical.com.
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What are your online features or the benefits of registering?
• Browse our product catalog
• Place online orders 24/7
• Track the status of any order
• Chat with a Customer Support representative M-F, 8am-8pm ET
• Check your open balance and make online payments
• Take advantage of web-only and manufacturer-direct specials
• Download informational materials and view product videos
• Check our Trade Show schedule
• Get access to WebTools that can help streamline your online ordering process
• Get the latest news about issues that impact your practice, service or organization
• Easily edit or update your account information without having to make a phone call

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I need or forgot my password or account number. 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 2 (M-F 8am-8pm ET). A Customer Support representative will be happy to assist you. After hours and on weekends, please send an email to e-support@mooremedical.com. After your identity is verified, your password will be provided.
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How do I edit my account information?
Login to our website and go to the "My Account" menu. Select "View/Edit Account Information". Once the necessary changes have been made, select "UPDATE ACCOUNT" at the bottom of the page to ensure that these changes are saved.
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Product Information

How do I request a catalog?
Select "Request a Catalog" at the bottom of our website. Make sure the fields for your name, address, telephone number, and e-mail address are filled. You can also call Customer Support at 800.234.1464 and press option 2 (M-F 8am - 8pm ET) to request a catalog. Please allow 7-10 business days for delivery.
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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 are returned directly to the manufacturer. Please call Customer Support at 800.234.1464, press option 2 (M-F 8am - 8pm ET), and ask for the phone number of the manufacturer of the item. As a distributor, Moore Medical LLC does not offer a warranty, either expressed or implied, for these products.
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How do I get MSDS sheets?
MDSD sheets are available for download on our website. If an item has a corresponding MSDS sheet you will see a MSDS link below the item number at the product detail. Additionally, MSDS sheets can be requested by sending an e-mail to e-support@mooremedical.com . Please include your account number. You may also fax a request to 800.316.6673 or call Customer Support at 800.234.1464 and press option 2 (M-F 8am-8pm ET).
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Can I order prescription or DEA items?
Prescription drugs can be sold to registered and fully licensed customers only. We must have a copy of your valid State license or Federal DEA registration on file. If you have moved or if you are a new customer, please fax your Federal DEA license to 877.881.0710. DEA controlled drugs cannot be shipped without verification and will be shipped only to the address shown on the DEA license.
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What does Drop Ship, Ship on Ice, or Hazardous Materials mean?
• Drop Ship Items: Drop ship items are products that are shipped directly from the manufacturer. Delivery times may vary between 3-6 weeks. Some manufacturers may add Drop Ship fees and freight charges. These fees may vary by manufacturer.

• Ship on Ice Items: These are items requiring refrigeration. They are shipped separately from the rest of your order. These items are shipped Monday through Wednesday only so they arrive in 1-2 business days. There is a $6.95 per order fee to cover additional handling on these items that will be added to the customer's invoice. Refrigerated items cannot be returned.

• Hazardous Materials: These are items that the Department of Transportation has determined that require special handling. These items cannot be shipped via Overnight or Second Day Air. Hazardous material charges are the responsibility of Customer and will be added to the Customer's invoice.
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How can I obtain information about an item that has been recalled?
Click here for information on Current Product Recalls. If you have questions, contact the Regulatory Affairs department at 800.234.1464, Extension 5407 or send an e-mail to regulatoryaffairs@mooremedical.com.
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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.
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Order Information

What is a Key Code and Key Letter?
These are promotional codes that enable you to take advantage of special discounts or promotions and they appear on our catalogs, mailers and emails. These codes should be referred to when placing your order by phone, fax or online.
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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. Simply login, go to the "My Account" menu and select "Track My Orders". 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.
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When will my order ship?
Standard, in stock orders placed Monday-Friday by 4pm your local time, will be shipped the SAME DAY. We do not ship products on Holidays or weekends. Standard, in-stock orders received during the weekend will be shipped the following Monday. Orders received on Holidays will be shipped the following business weekday.
Exceptions include:
• Drop ship items are shipped directly from the manufacturer. Delivery times will vary.
• Ship on-ice items require refrigeration and therefore will be shipped Monday through Wednesday only to allow arrival within 1-2 business days.
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How do I track my shipment?
To track your shipments, login on our website, go to the "My Account" menu and select "Track My Orders". 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.
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What is your backorder policy?
All backordered items will be shipped immediately upon receipt from the supplier. In some cases where product will not be available for 90 days or more, your order may be cancelled. In the event your order is cancelled, you will be notified of the cancellation by postcard or e-mail.
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Can I cancel my order?
Orders are instantly transmitted to the warehouse for shipment and therefore difficult to intercept. If you have any other questions, click here for LIVE ONLINE HELP (M-F 8am-9pm ET) to easily chat with a Customer Support representative who will be happy to assist you, or call us at 800.234.1464 and press option 2 (M-F 8am-8pm EST). After hours, you have the option of emailing us at e-support@mooremedical.com.
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Can I check my order history online?
Yes. Login to our website, go to the "My Account" menu and select "Track My Orders" Your 5 most recent orders will automatically be displayed. To see all orders, select &View All Purchases&. Select an order number to see details, tracking numbers and the option to reorder the same products.
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Payment & Billing

What are my payment choices?
You may apply for a line of credit by filling out our Credit Application Form and faxing or mailing it to us, as directed on the form. Standard terms are Net 30 Days. We also accept payments by VISA, MasterCard, and American Express. Checks and money orders are also accepted and should be sent to:

Moore Medical, LLC
P.O. Box 99718
Chicago, IL 60696

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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 Verisign, Inc., 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.
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Will I be charged sales tax?
Yes, unless your organization has tax-exempt status, sales tax will be charged in the following states: AZ, CA, CO, CT, FL, GA, IL, IN, MA, MD, MI, NC, NJ, NY, OH, PA, RI, SC, TN, TX, UT, VT, VI & WI.

If you are tax-exempt, we need of a copy of your exemption certificate (e.g. forms ST-3, ST-4 or Multi-Jurisdiction) indicating Moore Medical LLC as the seller and medical supplies as the item being purchased. Please submit a copy of your completed Tax Exempt Certificate, Resale Certificate or Direct Pay Certificate along with your Account Number by mail, fax or e-mail to:

Moore Medical LLC
Attn. Sandy Davis
1690 New Britain Avenue
Farmington, CT 06032
Fax: (888) 224-8292 or (860) 826-3653
E-mail: salestax@mooremedical.com

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I need a copy of my invoice. How can I obtain one?
To obtain a copy of an invoice, call Customer Support at 800.234.1464, press option 2 (M-F 8am-8pm ET) and provide the order or invoice number to the representative. You can also print a copy of your invoice from www.mooremedical.com. Just login on our website, go to the "My Account" menu and select "View My Open Balance". Select &View All Invoices& if the one you need does not appear.
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Do you accept purchase orders?
Yes. Though not required, purchase orders are accepted.
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When will my credit card be billed?
Your credit card will be billed when your order is shipped. Your charges should appear on your next credit card statement.
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Shipping & Returns

What are the shipping charges?
The cost of shipment, if any, will be paid by Moore Medical and added to your invoice. Additional charges may be levied for the following:
• Below Minimum Order Amount
• Per Box Fee
• Refrigerated or Ship-On-Ice Materials
• Hazardous Materials
• Microbiology Products
• Fuel Surcharge
• Orders outside the contiguous 48 states

Orders for Alaska, Hawaii or Puerto Rico are shipped via UPS Second Day Air (except hazardous/ORM materials). Orders for Guam or the U.S. Virgin Islands are shipped via USPS Express Mail (except hazardous/ORM materials). Freight charges will be added for shipments outside the contiguous 48 states. Please call customer support for further information. Shipping charges are subject to change without prior notification.

Customer pays all shipping charges on special order drop shipments. Furniture and large equipment is shipped to your dock. Additional charges will be applied for lift gate service, inside delivery, or set up.
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What are my shipping options?
Moore Medical ships to all 50 states, Puerto Rico, Guam, the U.S. Virgin Islands and U.S. Territories.

The following shipping options are available:

• UPS Ground Delivery
• Parcel Post
• USPS Express Mail
• UPS 2nd Day Air Delivery
• UPS Next Day Air Delivery
• FEDEX Next Day Air Delivery
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What are the shipping charges for UPS Overnight or Second Day delivery?
For orders $300.00 or less and shipped within the contiguous 48 states, UPS Next Day shipping is available for $30.00, and UPS Second Day is available for $20.00. For orders over $300.00, standard publishing book rates will apply for UPS Next Day or Second Day shipping. 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.
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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 Support at 800.234.1464 and press option 2 (M-F 8am-8pm ET).
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Moore Medical‘s responsibility for loss or damage ceases when the products are accepted by the carrier. When notified, Moore Medical will file a damage claim for the goods shipped, issue credit for the damaged goods, and ship replacement goods. All damage claims must be completed within 5 days of receipt of merchandise.
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What if I open my package and find items defective?
Should you receive incorrect, damaged or defective merchandise, please contact Customer Support, within 45 business days of invoice, at 800.234.1464, and select option 2 (M-F 8am-8pm ET).
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What if I open my package and find items missing?
Please report all missing merchandise to Customer Support, within 5 days of the invoice date, at 800.234.1464 and press option 2 (M-F 8am-8pm ET). Occasionally, cartons separate during shipping. Missing items should arrive within 1-2 business days. Any Controlled Substances missing from your order must be reported within 72 hours of receipt.
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How do I return an item?
To return an item, please follow the Return Policy Instructions at the bottom of the shipment Packing Slip.

You have five (5) days from the date of delivery to inspect the products and to reject any or all products, which are defective, or nonconforming. Products rejected shall be promptly returned to Moore at Moore™ expense; provided, however such Products are returned no later than forty-five (45) days from invoice date. 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 will 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.
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Are there items that I cannot return?
The following products have restrictions or cannot be returned.

• 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.
• All over-the-counter and prescription medications that meet date requirements must be reported within five (5) days of receipt and will then be verified through warehouse for stocked merchandise dating.
• Controlled Substances
• Diagnostic Test Kits
• Discontinued Products
• Drop Shipped or Special Order Products shipped from manufacturer
• Expired Products
• Hazardous/ORM Materials call Customer Support at 800. 234.1464 and select option 2 (M-F 8am-8pm ET).
• Items Shipped on Ice or Dry Ice
• Opened or Defaced Products
• Used Instruments
• Oxygen Tanks
• Special or Custom Orders
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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 3-6 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. Add $6.95 per order 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. Add $27.50 per order to cover additional handling.
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Privacy & Security

What is your privacy policy?
Please click here to see our Privacy Policy.
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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 Verisign, Inc., 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.
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Information on mailings.
Occasionally, we make a portion of our mailing list available to organizations whose products or activities we think may be of interest to our customers. If you do not wish to receive these mailings, please copy your mailing label exactly as it appears on the back of the catalog or flyer and mail to:

Moore Medical LLC
Attn: List Manager
PO Box 4066
Farmington, CT 06034-4066

If you no longer wish to receive any Moore Medical mailings, please send a note to that effect along with a copy of your mailing label to the address above. Please help us conserve our natural resources. If you are receiving more that one copy of the same publication, please send us all the mailing labels and a note designating the correct recipient and address.
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International Sales

Which countries do you ship to?
Moore Medical ships to all 50 United States and U.S. Territories, including Puerto Rico, U.S. Virgin Islands, Guam and American Samoa.
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What are my shipping charges?
Shipping charges are based on the type of carrier used. UPS Worldwide and UPS Worldwide Expedited are the options available at this time. This provides both Moore Medical and you with the best tracking and insurance available. As International orders are based on dimensional weight, the exact charge is unavailable until after the order has been packaged and weighed. If an estimate is needed, that amount may vary depending on the product's dimensions and the size of the order.
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800.234.1464 | 1690 New Britain Avenue | PO Box 4066 | Farmington, CT 06032-4066
All rights reserved. ©2014 Moore Medical LLC.

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