Frequently Asked Questions

Macon, Georgia

Our primary business is in serving retail establishments like yourself with perfect quality products at well below WAC. We are service oriented and fiercely completive on our prices. Please email us at CustomerService@OTCWholesale.com regarding the products you are interested in and we will get back you as soon as possible.

Our system requires every item is scanned as it is shipped. The top line is the title of the kit. Underneath that is what that kit contains.

• Example: A 16 Pack consists of 4 packs of electrodes, each pack having 4 electrodes.
  • OTC TENS Electrodes 2x2" Square, Tan Mesh Backed - 16 Pack : Qty 1
    Is Equal To
  • OTC TENS Electrodes 2x2 Square, Tan Mesh Backed - 4 Pack : Qty 4

No, we do not bill directly to insurance. You file for reimbursement on your own. Whether or not an item is covered is between you and your insurance company. Many of our customers are successfully being reimbursed by their private insurance. We will be more than glad to help with any documentation and information needed by your insurance company.

We are not planning to use your phone number unless it is truly needed. Sometimes your delivery person gets lost and needs directions for accurate delivery. Fed EX and UPS require this information for this reason. We have also noticed an increase in typos with more use of hand held devices such as cell phones and tablets. We want to make sure your package gets where you want it to go.

An email address does help with communication with an order. We sent confirmation and tracking emails standard for every order. We also would contact your via email if ether is a problem with an order. This email address or your private information will never be sold.

If you are uncertain, contact your card processor. The billing address should be the address that your credit card bill goes to. This is not the address on the back of your credit card. If you receive your bill electronically, log onto your account and view what information your credit card company has on file.

No, unfortunately, we do not accept checks or money orders at this time.

Unfortunately most prepaid credit cards do not have a billing address associated with the card. Because the billing address cannot be verified many times orders using these cards will be cancelled. Since we verify billing before processing the order and we are unable to verify the billing address with these cards and subsequently the order may be cancelled. We are sorry for this inconvenience.

Card processors will not be able to verify your billing address from another country. I would suggest using PayPal as a payment method to your US address. You may also chose to use International Checkout to either your International Address or your US address.

Unfortunately the card processor cannot verify a billing address from outside the US. Without this verification we unfortunately cannot ship your order. You may however, use PayPal to a US address listed on the account.

OTC Wholesale will always contact you with a reason before cancelling any order via email. Accurate billing information, recipient/ address conflicts, and running out of stock are cancellation reasons.

OTCWholesale accepts an authorization as the order is received to check that accurate information has been input. Once we accept this information, we then charge the card. This will cause the authorization and charge to be on two separate lines. The authorization does disappear and this system makes it impossible to double charge your card. If you are concerned please contact us so that we may check your order.

OTC Wholesale uses several methods to verify that accurate information is being used for each order. We take fraud seriously and do our part to help combat fraudulent use of identities. These programs help us to verify the name that is listed at the address. If you are on vacation, the delivery company may not be authorized to deliver to the address in your name. We will sometimes require that delivery is to the billing address of the card used if the name is not listed at the address. If you are shipping to an alternate address, using PayPal as a payment method will alleviate this problem. We are sorry for this inconvenience.

Only State of Florida and Georgia residents will be charged a sales tax when applicable. The tax, if any, will appear on your order before you place it.

We ship out in 1 to 2 business days and it usually takes about 3 to 5 business days for the package to reach its destination. (Excludes AK, HI, VI, PR, Military). We offer Expedited Shipping to the Contiguous US for an additional charge. We also offer Economy Shipping for the cost conscious that don't mind waiting longer to save some money.

We offer order delivery tracking on all 1, 2 or 3 day delivery orders. When you request an order to be shipped with 1, 2, or 3 day delivery, you will receive and email including a tracking number from using a variety of carriers, including FedEx and UPS. For all other orders we offer delivery confirmation to insure that you have received your order in a timely fashion. If you would like us to add tracking to your order or have special delivery considerations, please let us know in the comments section of the order form or email us at CustomerService@OTCWholesale.com. Please include your name and order number in all correspondence.

There are never any handling charges with OTCWholesale.com and no shipping charges on orders over $59 within the Contiguous United States*. There is also Free Shipping for all items with the “Free Shipping Icon”.
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Free Shipping is for standard ground shipping method only. Ground shipments are sent by a variety of carriers, including USPS, FedEx, SmartPost and UPS. Generally, orders placed Monday through Friday will arrive in 4-5 business days (within the Contiguous USA). Allow for a little more time for weekends and holidays. Free Shipping is available only for orders shipping within the Contiguous United States. Orders shipping to Alaska, Hawaii, APO/FPO, US Territories and International Locations do not qualify.

*Orders weighing over 10 lbs are not eligible for free shipping. Weight is determined by the Dimensional Weight Calculator by UPS and FedEx.

Currently, we are only shipping to US Domestic addresses and its Territories.

Shipping costs are based on the shipping method you choose and the weight of the shipment:

Ground Shipping (delivery in 5-6 business days):

*Packages over 10 lbs are not eligible for free shipping.

We offer the following expedited shipping options, which include 1 Business Day (Standard Overnight), 2 Business Day (2Day) and 3 Business Day (Express Saver) service available within 48 contiguous states only, no APO, FPO, or PO Boxes.

These options utilize a combination of USPS, Fedex and UPS:

Rates will be determined by Zip Code and Weight of Product

Note: APO and FPO packages are tracked only to initial military distribution center, not to your physical location.

We are unable to be liable for the shipping delays listed below and can not guarantee a refund or credit for the shipping fees.

• Weather, natural disasters, acts of God and other uncontrollable events can delay expedited orders. We cannot be responsible for these occurrences.
• Please note these occurrences may not be located at your location, but rather along the route of your package (such as a sorting facility, airport or transportation hub). This can still cause delays.
• Delays can also occur due to incorrect or undeliverable addresses, addresses missing information, recipient being unavailable, or delivery location or business being closed.
• Saturdays and Sundays are not delivery days so they do not count toward the number of days for delivery (1, 2 or 3 days depending on shipping service).

We have partnered with International Checkout to service our customers Worldwide!

International Checkout provides our customers with safe secure purchasing directly from our shopping cart. Once you have selected the items you wish to purchase in the OTC Wholesale shopping cart, simply click on the International Checkout button located below the shopping cart. Your order will then be transported directly to the International Checkout payment processing secure site. There you will have access to real-time shipping cost information and payment method verification. International Checkout offers some of the lowest international shipping rates available, and is simple to use.

International Customers can save 80% or more by following these simple steps:

1. Place the items to be purchased in your shopping cart.
2. Click on the International Checkout button at the bottom of the cart.
3. Enter your credit card information, shipping and billing.
4. Sit back and enjoy the savings while we do the rest.

If you would like more information about International Checkout please visit their Customer Care website: Click Here.

Shipping to a freight forwarder or commercial mail receiving center is not a problem when billing and shipping match. Unfortunately we may restrict orders to the billing address when it involves these locations due to fraudulent use. I suggest updating your card processing billing to reflect this address and you should not have this problem. Additionally, using PayPal to your chosen shipping address will alleviate this problem.

While we hope that you’re always delighted with your order, we understand that there are occasions where you need to return items. We offer a 30-Day Return Policy for all unopened, unused and in new condition items. We cannot accept back any product that has been opened, has a broken seal or shows signs or tampering. Bath and Bedding items can only be returned if the product packaging has not been opened. Many items that we sell have awesome manufacturers who have warranties on their products. If an item is not working, please let us know and we would be happy to help you through the warranty process.

To get started on your return, simply go to www.otcwholesale.com/return.html and fill out the form to request a Return Merchandise Authorization Number (RMA #). For more information on RMA # see the additional question: “How do I receive an Return Material Authorization Number?” If you have any trouble with the link or filling out the form, feel free to email customerservice@otcwholesale.com and we would be happy to help.

Once you receive the RMA # and return address, ship the package back with the RMA # clearly on the label of the package. This will help to expedite the return process and ensure your package arrives in the Returns Department upon receiving it at our location. Packages are not accepted postage due, refused or return to sender for RMA package returns. The recipient is responsible for insuring the package so that the items arrive in new and unused condition. If for some reason a package comes back on our account or postage due this will delay the return process and the return shipping cost will be reduced from the refund. Please allow 7-10 days for processing your return once we have received it. Returns received without an RMA number will not be accepted and cannot be credited. All returns may be subject to an up to 20% restocking may be applied. Due to card processing restraints the return must be received within 30 days to be valid.

Returns are for unopened items only. If you try a product and are unsatisfied with the products performance in any way, please contact the manufacturer for compensation. For items that are defective or broken see the additional question regarding Warranties for additional information. Warrantee issues would be handled separately from Returns.

Returns are not a problem at OTCWholesale! Simply go to www.otcwholesale.com/return.html and fill out the form found on the page. You will need to fill-in your order #, the items you would like to return, the condition of the items and the packaging of those items to return, the reason for requesting a return and contact information. We will contact you back with your RMA # and instructions. If you have any trouble with the link or filling out the form, feel free to email customerservice@otcwholesale.com and we would be happy to help.
When sending back your return please have the Return Merchandise Authorization Number (RMA #) written clearly on the label of the package. This will help to expedite the return process and ensure your package arrives in the Returns Department upon receiving it at our location. Packages are not accepted postage due, refused or return to sender for RMA package returns. The recipient is responsible for insuring the package so that the items arrive in new and unused condition. We cannot accept any products that have been opened, have a broken seal, or show signs of tampering. Up to a 20% restocking fee may be applied.

Most products have a manufacturer warranty. Each manufacturer has different requirements. Please contact customerservice@otcwholesale.com with the serial number of the product and the order number to start the process. We would be happy to assist in helping facilitate this process with the manufacturer. In some cases a picture may necessary.

First, we sincerely apologize for any inconvenience this may have caused and we would like to fix whatever problem has occurred as soon as possible. Please contact us immediately in one of two ways: You may email our customer service team by click on this link CustomerService@OTCWholesale.com or please feel free to call us at our warehouse location 1-800-467-8109.

Contact us at customerservice@otcwholesale.com with each item quantity and barcode of the items received. A picture may necessary.

If a package is return due to negligence on the recipients part, you will only be refunded for the order less the shipping charges, any additional return shipping fees incurred, as well as the restocking fee. This includes for packages returned due to undeliverable addresses, missing or incorrect address information, refused at delivery, or unable to forward. Orders that are being returned will not be refunded until the package is received and processed by our returns department.

Orders that are returned to us as undeliverable or return to sender are not able to be re-shipped. If you would still like to re-order feel free to place a new order on our website.

Creating an account is easy.

If you have a previous order: Simple follow the five steps below:

1. Go to myaccount.otcwholesale.com/userlogin.html.
2. Enter the email address used when placing your order.
3. Click on the Login Button.
4. You will get a password setup email to the email address used when ordering. Click the link in the email.
5. Follow the directions on the page to setup a new password.

If you’ve never ordered with us before:

1. Go to myaccount.otcwholesale.com/application.html.
2. Fill out the fields provided.
3. Click the Submit Application button.
4. You will get an email when your account has been approved.

*Note: Your email address will be your username.

If you forget your password, don’t worry.

• Go to myaccount.otcwholesale.com/userlogin.html.
• Click on ‘Reset Password’.
• Enter your email address that your account is under and click the ‘Reset Your Password’ button.
• An email will be sent to your email address linked to your account with instructions for resetting your password.

If you have any questions feel free to either email us at customerservice@otcwholesale.com or call our Customer Service Department at 1-800-467-8109 Option 3 and we would be happy to help.

To update your information for your account follow the steps below:

• Go to myaccount.otcwholesale.com/userlogin.html and Log In to your Account.
• Click the ‘Address Book’ link
• For Billing:
  • If it says, No Address On File, Click the Import from last order button
  • Otherwise, Click the Edit Address Button, edit the address and then click the Save Address Button when done.
• For Shipping:
  • If it says, No Address On File, Click the Import from last order button
  • Otherwise, Click the Edit Address Button, edit the address and then click the Save Address Button when done.

Please check with your state and local area and abide by your state and local laws for purchasing a unit. Prescriptions are to be faxed to: 877-378-4720.

No.

Please check with your state and local area and abide by your state and local laws for purchasing syringes.

We cannot recommend or suggest a unit. These are medical devices. You need to speak with your doctor or physical therapist for a recommendation.

Items may be labeled out of stock on the site due to pricing, availability, or human error. Let us know that you are looking for an item by contacting us at customerservice@otcwholesale.com.