Frequently Asked Questions Ordering What method of payment do you accept? Expand We accept Visa, Mastercard, Discover, AmEx or PayPal. What do you do with my payment information? Expand All of your billing and personal information is kept secure, our SSL Certificate encrypts all information moving to and from our website. This means that no exchange between our site and its visitors (credit card information, passwords, email addresses, etc.) can be captured by a third party. The information you provide on our site will be kept confidential. It will not be given or sold to any outside organization for use in marketing or solicitation. What types of products do you sell? Expand We only sell new equipment obtained directly from the product manufacturer. We are an authorized distributor of Welch Allyn and 3M Littmann products. We do NOT sell any used equipment or any imitation brands. All images of products are purely for illustration only. Student Medical Shop does not accept responsibility for any difference between the image on the website and the actual appearance of the product. How do you cancel an order? Expand To cancel your order, you must contact Customer Service via telephone during our business hours (Monday to Friday 9 a.m. - 4:30 p.m. CT). You must speak to a customer service representative to verify cancellation. Only orders that have not left our facility for delivery are eligible for cancellation. Any orders that have already been processed for any added personalization (i.e. stethoscope engraving) are NOT eligible for cancellation. Orders are not considered cancelled until approved and confirmed by Student Medical Shop. A voicemail phone message or email will not be accepted as an order cancellation. To contact Customer Service please call (224) 520-3077. Clearly state order number, date of purchase, your name and contact information and the items you wish to cancel and the reason. Shipping How soon do you ship products after ordering? Expand In-stock orders will be processed and shipped within 1-2 business days, however most in-stock orders ship the same day when received by our cut-off time (1 p.m. CT) Monday through Friday (BUSINESS DAYS) ONLY excludes holidays and weekends. If an item you ordered is out-of-stock you will be notified via phone or email within 24 business hours with the order status and the ability to modify or cancel your order. Do you ship to Canada? Or International? PO Boxes? Expand We only ship to valid addresses in the US and Canada. Orders shipping to Canada must be phoned in. Canadian customers are responsible for all local duties and taxes for their orders. We ship all orders via FedEx. FedEx Ground shipping takes 2-5 business days, depending on your location. Regular times in transit do not include weekends or holidays. FedEx will not deliver to P.O. boxes; you must provide us with a valid street address for shipment. What should if products are delivered damaged? Expand Upon receipt the customer must inspect the goods carefully. If any product is damaged in transit or merchandise is missing due to damage in transit, you must notify Student Medical Shop within 3 business days of delivery. Student Medical Shop will not accept responsibility for the damage, but will file a damage claim with FedEx and send replacements to customer, only if needed and only after appropriate claims with FedEx have been filed. What are delivery timelines for monogramed items? Expand Physician Bags with personalized, monogrammed initials require an additional 3-5 business days for delivery. Returns & Refunds What is your returns policy? Expand We accept returns within 90 days of purchase. Equipment must be unused and in its original packaging. Return shipping is at the expense of the customer. No additional restocking fees will apply. Once the item(s) are received and approved for return by our returns department a refund will be issued and takes 3-5 business days to process. You must call or email Customer Service to obtain a Returns Authorization and label the parcel as instructed. All goods for return must be packed in another box/envelope with appropriate packing material and sealed. Do NOT place any shipping/address labels on merchandise or merchandise boxes. Goods must be returned as sold (i.e. in the original packaging, with all instructions and product material, etc.). Student Medical Shop does not sell used equipment. Any free gifts or additional bundled items delivered with the product must also be returned. What are acceptable reasons for a return? Expand A product purchased from Student Medical Shop may be returned for the following reasons: The product is defective or damaged in which case the customer will not be charged a return shipping fee. Welch Allyn and Littmann merchandise are subject for return directly through the manufacturer, NOT Student Medical Shop. The product received is incorrect in which case the customer will not be charged a return shipping fee. Can I return my personalized item? Expand Any orders that have been personalized (such as physician bags with monogrammed initials or lab coats/scrubs with embroidery or patches) will NOT be accepted for return. Any stethoscope orders with personalized laser engraving will NOT be accepted for return. We are NOT liable for any dissatisfaction in regards to alignment of engraving, appearance or font-type, etc. and will not accept any returns due to such dissatisfaction. We will only accept a return on an engraved stethoscope if there is a misspelling or typo when the engraving on the stethoscope does not match what was entered on the engraving field of your order. Don't See Your Question? Contact us for help with your order.