Shipping and Returns

AVAILABLE SHIPPING OPTIONS

·       Flat Rate

·       Expedited (2-3 Business Day)

·       Overnight*

·       Freight

AVAILABLE SHIPPING UPGRADES:

·       P.O. Box Delivery

·       Signature Required

·       Saturday Delivery***

·       Early Morning delivery***

STANDARD SHIPPING CARRIERS

·       FedEx

·       UPS

·       United States Postal Service (USPS)**

*Overnight cutoff time is 12:00 PM of the local time zone of the regional distribution center. Please note: overnight shipping quoted at checkout may be inaccurate. Overnight shipping is calculated from customer's regional warehouse. If only stock available is at a different warehouse location, shipping may be more than initially quoted. We reserve the right to update the overnight shipping cost depending on shipping location. 

There are some products that include lithium batteries that are not eligible for expedited shipping services.  If you want to know if your product will meet the overnight cutoff time and is eligible for overnight delivery, please call customer service 1-888-505-3627.

** USPS has P.O. Box guidelines that determine the size package that can be delivered to the P.O. box.  If the package exceeds 108 inches in combined length, width, and height the USPS can choose to store the package in a parcel locker and request that you pick the package up.  The USPS has the right to refuse the package if it is considered oversize or if it is not picked up within their timeline. If refused or returned, then the package is treated as a returned Shipment.  Pisces Healthcare can determine that certain products cannot be shipped to P.O. Boxes because it does not fit within the USPS guidelines.

*** Saturday delivery and Early morning delivery are not a guaranteed service and are at the discretion of the shipping provider.  Pisces Healthcare is not responsible for the shipping carrier if these upgrades are selected, but the carrier delivers the product on the following business day.  The charge for these upgrades varies among carriers and is unavailable in some residential areas.  To see if your product is available for these upgrades, please call customer service at 888-505-3627.

Additional charges for these shipping services will be added to the invoice. Government customers are charged a set amount or charged the difference between flat rate and expedited shipping.  Retail customers pay the full amount of the expedited or additional services. 

SHIPPING TERMS:

Government customers have one flat rate shipping charge based on their geographical location per order.  Although some items from orders ship at different times or different locations, the order will only have one flat rate shipping charge.  Some products require oversize shipping charges due to size, weight, or dimensions shipping packages.

Returned Shipments:  All products deemed undeliverable by carrier will be shipped to the VA Hospital unless a confirmed, secondary address is provided by Purchasing Agent.  Pisces Healthcare Solutions reserves the right to ship to VAMC without asking for secondary address. 

FSS Shipment terms: Products under FSS Contracts are F.O.B within the 48 CONUS states, and P.O.E. for OCONUS shipments. Government customers pay the difference between flat rate shipping charge and the expedited shipping costs. OCONUS direct deliveries are subject to different pricing structures or shipping charges.  Pisces Healthcare Solutions reserves the right to select carrier based on reliability or cost efficiency. Retail customers pay the actual shipping charges, plus any oversize shipping charges that may apply due to the weight or dimensions of the package.

Drop Shipments:  Drop Shipments for certain products is considered industry standard.  These products are shipped directly to the desired location from the manufacturer or factory.  In drop shipments, Pisces Healthcare does not have control and is not responsible for the manufacture’s shipping carrier or ship times. Some manufacturers charge additional drop ship fees, and could be added to the Purchase Order if needed.   

Made to Order items: Some items are made to order or custom items that are not manufactured until the purchase order is received.  Pisces Healthcare Solutions is not responsible for the manufacturing lead time required to manufacture these products but will do our best to communicate these expectations at the time the order is placed and inform the customer if there are any delays in the timeline. 

Freight Shipments Please call Customer Service for freight estimates. Freight estimates vary due to location, demand, size shipment, insured goods, and fuel surcharges. Our quotes for freight will be inclusive of any fuel surcharges or holiday surcharges.  These freight estimates have expiration dates that may be noted on the estimate. If no additional expiration date is noted, the freight quote is only good for 30 days.

If the purchase order or contract order has scheduled shipments, Pisces Healthcare Solutions requires to have a proposed shipment schedule to accurately quote shipping costs.  Freight quotes are standard dock to dock quotes, if any additional services are needed, they must be added at time of quote.

Additional services would include but not limited to, call-ahead delivery, scheduled delivery, lift gate, inside delivery, outside normal delivery hours and driver assistance delivery.  If freight shipments require a second delivery attempt or are refused by location, the customer is responsible for all incurred fees in rerouting, redelivering or returned freight shipments. 

White Glove or Inside Delivery is available on certain items and must be quoted.  The terms and conditions of the white glove service is dependent on the carrier.  These terms and conditions could include but are not limited to stairs, elevators, installation, uncrating, set up, removal of old products and removal of trash and debris.  All freight terms apply with white glove delivery including expiration of quote, additional services and undeliverable, rerouted or returned shipments. 

Shipping Errors: If products are received with damages, missing quantities or the wrong product was shipped in error, please contact customer service to initiate the return or replacement of the item. Pisces Healthcare Solutions must be informed of the issue 5 days after receipt of product. If the wrong product was shipped, Pisces healthcare will pay for return shipping to a Pisces Healthcare distribution center with no restocking fee or will ship the missing quantities.  Pisces Healthcare Solutions reserves the right to hold shipping the correct product until the wrong product is returned and inspected.

Damaged Goods or Shipment: Damaged or short shipments should be reported to customer service within 5 days of receipt. If a shipment arrives damaged or if the box appears damaged, the customer has the right to refuse the shipment due to damaged boxes.  If the customer accepts the damaged shipment, please note damage on the delivery bill and have the driver sign it, acknowledging the damage was incurred during shipping.  

For damaged goods during shipment the customer must work with Pisces Healthcare Solutions on gathering information and photographs required for the carrier claim process.  These include but are not limited to saving the container and merchandise for inspection and providing photographs of damage may be necessary to file a claim. Once the insurance claim is filed with carrier, Pisces Healthcare solutions will replace the damaged merchandise on the order. 

RETURN POLICY

Prior authorization to return merchandise is required by Pisces Healthcare Solutions for all returns. Pisces Healthcare Solutions must issue a Return Materials Authorization (RMA#) signed by an authorized customer representative on file before a return can be processed. No returns after 30 days after formal acceptance.  If the return is needed due to a logistic or shipping error by Pisces Healthcare Solutions, we must be notified within 5 days after receipt and this return will not incur a restocking fee. 

Items must be returned to Pisces Healthcare Solutions unless otherwise indicated by written exception and will be detailed within the RMA details.  The customer is responsible for properly packaging and protecting the item during its shipping back to Pisces Healthcare Solutions. Items must be received within 30 days of receiving RMA number. For customer convenience, a return label may be provided for the return, but will be deducted from the refunded amount or the customer can ship to Pisces Healthcare Solutions, 113 Executive Drive, Suite 118, Sterling, VA 20166. If the return is deemed a Pisces error, we will pay shipping costs for returning and reshipping the correct product.  When packaging the return, Write the RMA# on the outside of your return shipment.

We have created a Returns Portal for your convenience. Our dedicated customer service team will approve returns per our stated return policy above. Please click here for a full return portal demonstration.

Returning products without approved RMA# or refusing shipment with intention of returning without an RMA# may result in refusal of the return, delayed and/or possibly denial of any credit for that return.  

Returnable items must be in resellable condition. Refunds will not be issued for items received in non-resellable condition.  Pisces Healthcare Solutions will inspect all items and validate that the items are in resellable condition.   Merchandise that is NON-RETURNABLE includes but is not limited to: Eating products, hygiene products, undergarments, custom, and bath & toileting items, because these products cannot be resold.  Custom or special-order items, books, computer software, certain technologies are also not returnable. All retail orders are non-returnable. This policy applies to contracted items.

Once the returned items have passed inspection and the return is approved your refund will be processed.   Refunds will be issued to the original purchaser and issued to the original form of payment less any shipping charges, additional shipping charges and applicable restocking fee. Pisces Healthcare Solutions standard restocking fee is 20%, but could vary by merchandise.  If the return merchandise was paid by EFT, a merchandise credit will be issued and would need to be used within 90 days with any additional terms discussed and approved with contracting officer.

 BACKORDER POLICY

Our fill rates are among the highest in the industry and with three fully operation distribution centers. However, we occasionally experience out-of-stock or backorders on some merchandise. These supply disruptions are not only inconvenient to everyone, they cause delays in getting the products in the hands of our Veterans. Pisces Healthcare Solutions is committed to providing fast communication by the way of our online messaging system in our website that also sends a copy by email informing you of the status of the item.  We also try to provide backorder substitutions that are approved by our staff Occupational Therapists that ensures what is being substituted is clinically comparable to what was requested.  If you would like to bypass the substitution communication, you can indicate on your POs that clinically comparable substitutes are acceptable. 

WARRANTY AND LIABILITY

*National Contract Wheelchair has an online warranty intake form. Please submit warranty claim here.  

LMH Hawthorne Healthcare DBA Pisces Healthcare Solutions warrants and implies that the items delivered hereunder are merchantable, fit for use for the particular purpose and will be free from defects in material and workmanship for a period of one-year from date of delivery or follow the Original Equipment Manufacturer (OEM) warranty policies.  OEMs may have extended or different warranty terms and this will need to be product specific. Whether a product qualifies for warranty replacement is at the sole discretion of Pisces Healthcare Solutions or the OEM. All parts found defective within the period shall be replaced with the cost of replacement, including all shipping charges to be borne by Pisces Healthcare Solutions or the OEM. 

Customers of Pisces Healthcare Solutions should NOT replace units that they assume are under warranty.  Pisces Healthcare Solutions cannot give credit for items that were returned “under warranty” if they did not qualify. Under no circumstances will any products covered by this guarantee be returned without (a) an advance written notice to the Pisces Healthcare Solutions or (b) obtaining shipping instructions from the Pisces Healthcare Solutions. Typically, Pisces Healthcare Solutions will be able to verify that an item qualifies for warranty replacement over the phone and the matter can be handled quickly and easily.  In cases where warranty replacement cannot be confirmed over the phone, Pisces Healthcare Solutions will work with the consumer to achieve an acceptable outcome.  

Limitation of liability: Except as otherwise provided by an express or implied warranty, the Contractor will not be liable to the Government in a breach of warranty action for consequential damages resulting from any defect or deficiencies in accepted items. In the event that the terms of the contractor’s standard commercial warranty/limitation of liability clause(s) places greater limits on the contractor’s liability than do the terms contained in this clause, the terms of this clause will govern the contract.