Customer Service

It is our intention to simplify the purchasing process as much as possible. By following the terms set forth, you can be assured of fast, dependable service.

Ordering Terms

Service

It is our service policy to ship orders the day we receive them, provided the order is placed by 2:00 p.m. CST Monday through Friday. Web orders placed over the weekend will be shipped on the next available business day. Orders may be placed by:

Toll Free Ordering: 800-558-6270
Toll Free 24 Hour Fax: 800-558-1551
Via our 24 Hour Internet Website at http://www.buyEMP.com
U.S. Mail using the supplied form in the back of the catalog.

Pricing

We will only make changes if a significant increase from the manufacturer forces us to do so. All pricing and product information in this catalog supersedes all previous catalogs. In the rare event a price increase occurs on a item that is temporarily out of stock, EMP will honor the price the order was placed at.

Terms of Sale

All not-for-profit organizations, City, County, State or Federal agencies have open account privileges without prior arrangement. All non-municipal funded agencies must provide a tax-exempt certificate. Privately owned companies may submit credit references for open account billing. EMP's open account terms are Net 30 Days. Due to our competitive pricing, our open account terms are strictly adhered to. Delinquent accounts will be charged a 1.5% monthly finance charge.

Special Terms and Conditions

Orders from individuals must be prepaid by a money order or certified check unless charged to VISA or MASTERCARD. COD's to individuals are not accepted. COD's to business entities are accepted with the following policies: No personal checks are accepted, COD's over $500.00 must be paid with a cashiers check or money order, and a $9.00 UPS COD charge will be applied to each shipping box. There is a $30.00 charge for all returned checks.

Shipping

EMP pays all regular ground transportation shipping charges! Exceptions to this policy would include all orders with special shipping requests( i.e. Next Day Air, etc.), orders for re-sale, and all orders for PR, HI, and AK. In these situations, shipping charges will be prepaid by EMP and added to your invoice. All orders are shipped UPS Ground except for certain larger orders, ambulance cots, etc. which ship via a commercial trucking service. There is a $9.50 handling charge for orders under $100.00. There is a $5.50 Narcotic Handling Fee for all Narcotic Orders and a $4.95 Refrigeration Handling Fee for all refrigerated medication shipments due to special requirements.

Claims

EMP carefully inspects, documents and electronically weighs all orders prior to shipping. In the rare event your shipment was damaged in transit or is incorrect please contact us within 5 working days for prompt rectification. Please note: Thoroughly inspect all commercial truck shipments for damage and correctness prior to signing. Once the shipment has been signed for you cannot file a claim.

Returning Items

Non-returnable items would include any product that is special order, items that have been marked or engraved, broken packaging, items not sent back in original packaging, customized items, any sterile product that has been opened, items purchased for resale, items determined not to be in resalable condition, and merchandise more than 30 days old from EMP invoice date. All pharmaceuticals, items with expiration dates, and items that are subject to FDA tracking requirements are not returnable. A 15% restocking charge will be deducted from the original purchase amount for all credits issued on returns due to customer error or preference. If EMP makes an error in fulfilling or shipping your order, we will promptly rectify the mistake at no cost to you. Upon receipt of an authorized return, a Credit will be issued. If the returned product(s) have been paid for, a Credit will be issued to the account. Monetary refunds will not be given. Prior to calling EMP for a Returned Goods Authorization (RGA) number, please have the following:

Our Invoice number
Product description, part number and serial number if applicable.
A brief explanation for returning the merchandise.An EMP customer service representative will issue you a RGA number.

Before you send the merchandise back to us, please perform the following to ensure the proper and prompt processing of your return:

Write the RGA number on the outside of the box
Enclose a copy of our original invoice in the box.
Send the package freight prepaid.

Pharmaceutical Return Policy

EMP is pleased to offer our customers the ability to return their outdated pharmaceuticals for a 15% credit. Not only will this allow you to defray some cost, but will also help solve the problem of disposing of expired pharmaceuticals. While some return policies can be drug specific, complex and difficult to track, ours is the simplest, most straight forward in the industry.

All drugs purchased from EMP qualify for the pharmaceutical return policy upon expiration except for Narcotics, IV bags and bottles, Irrigation Solutions, Any pharmaceuticals requiring refrigerated storage, Over-the-counter Meds, Topical Jelly and Ointments, Glutose and Oral Medications, Laryng-O-Jets, Nasal Sprays, Inhalants, Aerosols, kits, discontinued and special order items.

Listed below is the Expired Drug Procedure and Policy:

Call EMP Customer Service for a return authorization number
Returned pharmaceuticals must have been purchased from EMP
Returned pharmaceuticals must be shipped prepaid
Returned pharmaceuticals must be received within 30 days of expiration
Product must be intact and in their original packaging
Upon receipt of eligible pharmaceuticals, a credit of 15% of the original purchase price will be placed on your account
Credits may be used for any future purchase and are not limited to pharmaceuticals
Returns must be made to the appropriate EMP facility

Please note: Due to strict regulations placed upon us, ANY shipment received that is unmarked and/or does not have a pre-authorized and completed Expired Drug Exchange Form will be refused. Partially used medications will not be accepted.

Medication Ordering

Before your agency can order prescription medications from EMP, we MUST have on file a completely filled out Prescription Drug Authorization Form signed by your Medical Director. This form can be downloaded from our website, faxed or mailed to you. Once we receive your completed form via fax or mail, your agencies account will be cleared to order prescription medications.

Absolutely no medication orders will be accepted from Veterinary Clinics.

Additional Policies for Narcotics:

Extra information is required to order Narcotics. Please click here for specific procedures and guidelines.

All Narcotics orders MUST be run separately from all other products and/or medications you are ordering. We can use the same Purchase Order number (if applicable) for this separate order. Due to increased regulatory procedures and special handling, all Narcotic orders are assessed a $5.50 Narcotic Handling Fee. Rest assured, your agency is getting nationwide low pricing and FREE shipping!

All Narcotic orders must be placed by 3:30 C.S.T. to ensure same day shipping.

EMP can't accept any walk-in Narcotic orders under ANY circumstances.

All Narcotics are sold in Box and/or Case Lots only, unless denoted in the Narcotics catalog description.

All narcotics are shipped from our Waukesha, Wisconsin Distribution Center.

Narcotic Ordering

Before your agency can order any narcotics, Federal Law requires that EMP must have on file the following before your agency can purchase narcotics:

A completed EMP Prescription Drug Authorization Form, signed by your Medical Director. This form can be downloaded from our website for your convenience.

A copy of your Medical Director's DEA Certificate. Please note that we can only accept this DEA Certificate, State controlled substance license are NOT acceptable. The ONLY address we can ship your narcotic order to is the address listed on the supplied DEA Certificate. Sorry, NO exceptions. For your convenience, we have implemented an electronic on-line verification service to our system that can be used for verification in lieu of receiving a hard copy of the DEA Certificate. Please ask any of our customer service representatives for details.

Please note: The EMP Prescription Drug Authorization Form and the DEA Certification CAN be faxed to us at 800-558-1551.

Please note: After we have received the above information your agencies account is set up in our system allowing your agency to order Class IV Narcotics over the phone, fax or website! After verification, your order is shipped to you immediately.

To place an order for Morphine or any other Class-II Narcotics you MUST send us a completed DEA Form 222 signed by your Medical Director everytime your agency places an order for Class-II Narcotics. Class-II Narcotics are listed online only for informational purposes only. Class-II Narcotics can't be ordered online. For assistance in filling out this DEA provided form, please refer to the numbered instructions below that correspond to the form's picture.

Name of Supplier: Emergency Medical Products
Street Address:1711 Paramount Court
City and State: Waukesha, WI
Date: Date form completed
No. of Packages: Quantity of Boxes you would like to order
Size of Package: Number of Units in a Box
Name of the item: Drug name with dose and delivery device (i.e. Carpuject, Vial, Amp)
Last Line Completed
Signature of Purchaser: Medical Director's Signature

Emergency Medical Products (the supplier) will complete the Suppliers DEA Registration, NDC and shipping information for you. This Federal Form 222 is in triplicate: EMP can only accept forms where copies 1 and 2 are unseparated with the carbons intact. Please retain copy 3 for your records. Mail, UPS or FedEx your completed forms with a Purchase Order or a completed EMP Order Form to our address listed below:

Emergency Medical Products, Inc.
1711 Paramount Court
Waukesha, WI 53186

Refrigerated Drugs

Please note that all drugs denoted with the following Polar Bear icon are subject to EMP's Refrigerated Medication Procedure and Policy.

All medications requiring a cooler storage temperature are shipped in a heavy duty styrofoam shipping cooler, lined with air packets, and enclosed with ICE-BRIX refrigerant packs. This ensures that your refrigerated medications are protected from heat and damage.

All medications requiring a refrigerated shipment are only shipped Monday, Tuesday and Wednesday to ensure that your special shipment gets to you within 2 business days. If you are more than 2 scheduled UPS GroundTrac shipping days from our location in Wisconsin, your order will be processed on a separate order from any other items you are ordering and shipped to you via UPS 2nd Day Air.

Due to the extra procedures, shipping containers, and 2 day delivery used to ship your refrigerated medication properly, all refrigerated orders are subject to a $4.95 refrigeration handling fee per order.

Please note that due to the strict compliance placed on refrigerated drugs, they can't be returned. They do however, still qualify for our Pharmaceutical Return Policy upon expiration, to which they can be sent back.

National Licensure

Almost every State in the U.S. requires that all Out-of-State Businesses be licensed to conduct prescription drug distribution. EMP is properly licensed to distribute presciption medications and narcotics in every continental U.S. State*! So order with confidence that your medication order is being processed under all applicable laws, regulations and statutes. The right way is the only way.

*Except New Hampshire- which prohibits out-of-state EMS Narcotic Drug Distribution. Non-narcotic drugs we can sell.