Shipping & Returns

Shipping

Processing Time

Orders placed before 2:00 PM CST on a business day ship the same business day. Orders placed after 2:00 PM CST, or on weekends and holidays, ship the next business day. You will receive a shipping confirmation email with tracking information once your order has been dispatched.

Shipping Methods

• Standard Shipping: 5–7 business days
• Expedited Shipping: 2–3 business days

Free Shipping

Orders of $150 or more qualify for free standard shipping. Expedited shipping rates apply regardless of order value.

Carriers

We ship via UPS and FedEx. Carrier selection is based on your location and the shipping method chosen at checkout. Tracking numbers are provided via email upon shipment.

Order Tracking

A shipping confirmation email containing your tracking number will be sent as soon as your order ships. You can track your package directly on the UPS or FedEx website using that number.

Shipping Restrictions

We currently ship to US domestic addresses only. We do not ship internationally, to US territories, or to PO Boxes for large or heavy orders. APO/FPO addresses are not supported at this time.

Returns

Return Window

We accept returns within 30 days of the delivery date.

Return Eligibility

To be eligible for a return, items must be:

• Unopened and in original sealed packaging
• In the same condition as received, with undamaged outer packaging
• Returned within the 30-day window from delivery

We cannot accept returns on opened medical supplies. This is a firm policy consistent with medical supply industry standards for infection control and patient safety.

How to Return an Item (RMA Process)

1. Contact us at [email protected] or (800) 555-0199 with your order number and reason for return.
2. We will issue an RMA (Return Merchandise Authorization) number within 2 business days.
3. Write the RMA number clearly on the outside of the return package and ship it back to the address provided with your RMA.
4. Once we receive and inspect the return, we will process your refund.

Return Shipping Costs

The customer is responsible for return shipping costs unless the return is due to our error — for example, a wrong item shipped, a defective product, or damage that occurred during transit. In those cases, Rivex Medical will provide a prepaid return shipping label.

Damaged or Defective Items

If you receive a damaged or defective item, please report it within 48 hours of delivery by contacting us at [email protected]. Include your order number and photos of the damage. We will arrange a replacement or issue a full refund at our expense, including return shipping.

Refunds

Approved refunds are issued to the original payment method within 5–7 business days of receiving your return. You will receive an email confirmation when the refund has been processed. Depending on your bank or card issuer, it may take additional time for the credit to appear on your statement.