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Frequently Ask Questions

Home » Frequently Ask Questions

We are building this FAQ based on the most frequent questions asked to customer service to assist our customers.



1) Which web browser should I use to view your site?

We recommend you use Mozilla Firefox 3.6 or higher or Microsoft Internet Explorer version 8.0 or higher for best results. 

2) I currently phone or fax in my orders. How do I order online?

You have two options: 
  • If you want to have a customized shopping list populated with just those items you routinely order so that you don’t have to search all over for them, email Sales@STATpharmaceuticals.com  and request to be set up with your very own My Shopping List.
  • Register on this website so that you can browse and order any item listed.  Any contract pricing we have given you will not appear online until version 2.0, but will be applied prior to invoicing.

3) What are your Online Features or the benefits of registering?

There are many benefits to signing up for an online account:
  • See discounted pricing
  • Access your account from any Internet-connected computer 24/7
  • Order, checkout and reorder faster
  • Create lists of your favorite products for faster ordering (coming in version 2.0)
  • Less interruptions = more time for healthcare activities
  • Edit your account information 

4) I forgot my Email Address or Password.

  • Please enter your Email Address in the box on the Home Page, and click the “Forgot Password” link located to the left of the login button.  
  • You will be asked to enter your email address again, at which time a temporary password will be emailed to you.
  • Once online, you can change your password by selecting “My Contact Info” after clicking on the “My Account” tab.
  • If you have forgotten your Email Address and Password, please contact us at (800) 748-5665 or email us at Sales@STATpharamceuticals.com.  
  • You will be asked what the first and last name of the person that originally registered online.
 

5) How do I edit my Account Information?

  • You need to be signed in with your Email Address and Password.
  • Click here to edit your Account Information.
  • Once the necessary changes have been made, click on the ''Update'' button at the bottom of the page to ensure that these changes are updated.

6) Do you have any Material Safety Data Sheets for your products?

Yes.  To obtain them, please email your request(s) to info@STATpharmaceuticals.com. 

7) Can I order prescription or DEA items?

  • Prescription drugs can be sold to registered and fully licensed customers only. We must have a copy of your valid State license on file. For controlled substances, you must provide us with your current DEA license. 
  • DEA controlled drugs cannot be shipped without verification and will be shipped only to the address shown on the DEA license.
  • If you have moved or if you are a new customer, please fax your State License and/or Federal DEA license to 619-956-4290. 

8) What do the terms Drop Ship, Refrigerated Item, or Hazardous Material mean?

  • Drop Ship - Products will be shipped directly from our supplier to you. Information will be included with the shipment indicating that it came from us. 
     
  • Refrigerated Items - Products that require special temperatures during transit will be shipped in insulated containers with ice packs and will be marked “Refrigerate on Arrival” on the outside of the box.These products will be shipped Monday – Wednesday only, unless other arrangements have been made.
     
  • Hazardous Material - These items have been deemed hazardous by the Department of Transportation and require special handling.  Most of these can only be shipped via ground delivery methods.  Shipping companies such as Federal Express charge a flat rate for any package labeled in this manner, , and this charge will be not appear on your online invoice, but will be added to your physical invoice prior to shipment.  Currently the flat rate is $22.50. 

9) What are the shipping charges for Drop Ship, Refrigerated Items and Hazardous Items?

  • Drop Ship – Charges differ; please contact Sales@STATpharmaceuticals.com, or call Customer Service at 800-748-5665 before you place the order.  
  • Refrigerated Items - Orders are usually shipped next day 4:30pm; pick that shipping option at the time of check out and your shipping charge will display.   If you don't pick that option, it will be changed on our end and the correct shipping charge will be applied.
  • Hazardous Materials – FedEx and all other common carriers charge $22.50 per package labeled hazardous.
  • Minimum Order:  Due to the expense associated with filling orders along with our super low internet prices, we must request that all orders be over $100.00.  Thank you for your understanding.

10) How can I obtain information about an item that has been recalled?

Send the specific product you are inquiring about, including the manufacturer, the reorder number or NDC #, the lot # and expiration date if applicable, to Info@STATpharamceuticals.com.
 

11) How do I know if you've received my order?

After you have placed the order, you will receive an email with the Order Summary and Confirmation Number.  If you do not receive this email within 10 minutes, please contact us at (800) 748-5665, or send an email to Sales@STATpharmaceuticals.com. 

12) When will my order ship?

Orders placed for stock items Monday-Friday by 4pm in your time zone, are shipped that same business day. Orders received during the weekend will be shipped out on Monday. 

Some exceptions include:
  • Drop Ship Items are shipped directly from the manufacturer so delivery times will vary.
  • Refrigerated Items shipped Monday through Wednesday only. Please allow arrival within 1-2 business days for delivery.
Please note that STAT Pharmaceuticals cannot ship to a PO Box, or APO & FPO addresses.
 
 

13) What is your Backorder Policy?

All backordered items will be shipped immediately upon receipt from our supplier. Backorders will not incur shipping charges except for products that are charged freight separately.
 

14) Can I cancel my order?

Orders are instantly transmitted to the warehouse for shipment and therefore difficult to intercept, so call us at 800-748-8665 as quickly as possible. To keep your prices as low as possible, should you wish to cancel an item after it has been shipped, the outbound and inbound shipping charges will not be credited back to your account.  Any product labeled as “Non-Returnable” and all Special Orders will receive no refund, so please make sure you are ordering the correct item.  Also, please review the STAT Pharmaceuticals Returned Materials Authorization Policy.
 
 

15) I ordered a product in error, how do I return it?

To keep your prices as low as possible, should you wish to cancel an item after it has been shipped, the outbound and inbound shipping charges will not be credited back to your account.  Also, please review the STAT Pharmaceuticals Returned Materials Authorization Policy. 

16) Is your site secure?

We understand that you may have concerns about using your credit card to make online purchases. At STATpharmaceuticals.com, we utilize a digital certificate from VeriSign (R), a leading provider of Internet trust services.
 
When you enter a secure portion of our website (any page that shows your private information), you will see a closed lock or a solid key at the bottom of your browser.
 
If you click on this icon, pop-up window displaying security information will appear.This certificate is a guarantee that your account information is being transmitted in a Secure Socket Layer (SSL), the industry standard 128-bit encryption technology security protocol.
 
This encryption technology is widely used by the banking industry, as well as major e-commerce sites on the Internet.
 
All of your ordering information is encrypted using this secure server for maximum security.
 
 

17) Do you accept Purchase Orders?

Yes,  a prompt will appear before you are asked to confirm your order. 

18) What are my payment choices?

We accept Visa, MasterCard and Discover. Certain types of facilities may apply for an open account. Please call Customer Service 800.748.5665 for more information.
 
 
 

19) How can I obtain a copy of my Invoice?

 We will be happy to email your Invoice to you. To obtain a copy of your Invoice, please give us a call at 800.748.5665 or email us at Sales@STATpharamceuticals.com. Additionally, you can go to the “My Account” tab and click on “Online Order History” to view online orders.
 

20) Will I be charged sales tax?

Sales tax is currently charged on all taxable items for orders shipped to California facilities.  Prescription pharmaceuticals are non-taxable in California.
 

21) When will my credit card be charged?

Your credit card will be charged when your order is shipped. Your charges should appear on your next credit card statement.
 

22) What are my shipping options?

 STAT Pharmaceuticals Inc. ships to the 48 contiguous states, Alaska, Hawaii, Puerto Rico, Guam, the US Virgin Islands and US Territories.  The following shipping options are available:
  • FedEx Ground Delivery
  • Parcel Post 
  • USPS Express Mail
  • FedEx 2nd Day Air Delivery 
  • FedEx Next Day Air Delivery 
Please note that STAT Pharmaceuticals cannot not ship to a PO Box, or APO & FPO addresses.

23) What are the shipping charges?

STAT Pharmaceuticals ships to the 48 contiguous states, Alaska, Hawaii, Puerto Rico, Guam, the US Virgin Islands and US Territories.

STAT Pharmaceuticals will ship your purchase free of charge via FedEx Standard Ground Service for orders over $200.00 shipped to Southern CA locations.

Minimum Order:  Due to the expense associated with filling orders along with our super low internet prices, we must request that all orders be over $100.00.  Thank you for your understanding.
 
If you would like your Non-Southern California order to ship faster (FedEx Next Day Air, FedEx 2nd Day Air, or FedEx 3 Day Select), select the shipping method you prefer and your shipping total will be calculated.
  • All orders will be shipped Federal Express ground except for refrigerated products, which will be sent next day air.
  • At checkout you will be allowed to upgrade the shipping method and see how much the freight charge will be.
  • In-stock orders placed by 4pm in your time zone, Monday through Friday, will ship the same day.
  • Orders destined for Alaska, Hawaii or Puerto Rico are shipped via FedEx Second Day Air (except hazardous/ORM materials) and are charged freight.
  • Orders destined for Guam or the US Virgin Islands are shipped via USPS Express Mail (except hazardous/ORM materials).
  • Effective September 1, 2005 a $6.00 fuel surcharge will be added to your order at the time of invoicing on all orders except for backorders. This surcharge will appear as a line item labeled “Fuel Charge” on all invoices, packing slips and at check out for web orders.  This surcharge will be added to all invoices regardless of order size.
  • Shipping charges are subject to change without prior notification.
For more information, please call 800.748.5665 or email us at Sales@STATpharamceuticals.com.
   

24) How do I return an item?

We make every effort to accurately pack and ship your order. Items purchased from STAT Pharmaceuticals, Inc. are eligible for return if a request is made within 15 days of the invoice date.      
  • For a full credit, if the merchandise you received is defective or not as you ordered, please call our customer service team at 800-748-5665 and request a Written Authorization for Return Form.    
  • Requests for returns after 15 days are subject to a 25% restocking fee.
  • Special Order Items cannot be returned and will state so on order.
Unauthorized Returns: 
 
- Except for STAT error, the following shall be considered non-returnable merchandise and accordingly, no credit will be issued and all such items returned will be destroyed:  
  • Diagnostic Test Kits      
  • Refrigerated or frozen items      
  • Items returned without proper authorization      
  • Controlled Drugs     
  • Expired Products      
  • Items not returnable to the original manufacturer 
  • Discontinued Products       
  • Opened or Defaced Products       
  • Used Instruments       
  • Oxygen Tanks       
  • Items not purchased from STAT Pharmaceuticals
 

25) What if I open my package and find items defective?

Should you receive damaged or defective merchandise, please contact Customer Service at 800.748.5665 within 2 business days receipt of merchandise.
 

26) What if I open my package and find items missing?

  • Occasionally cartons separate during shipping, but missing items should arrive within 1-2 working days. 
  •  All shortages or discrepancies of shipped merchandise must be reported to STAT Pharmaceuticals, Inc. within 72 hours of package receipt. 
  • Any Controlled Substances missing from your order must be reported within 48 hours of receipt. Please call 800-748-5665 immediately.
 

27) What do I do if I receive a damaged shipment?

  • All packages should be inspected for shipping damage before accepting delivery. If damage has occurred, the customer must note the extent of the damage on the freight bill and call Customer Service immediately at 800-748-5665.
  • STAT Pharmaceuticals' responsibility for loss or damage ceases when the carrier accepts the products.
  • When notified, STAT Pharmaceuticals will file a damage claim for the goods shipped, issue credit for the damaged goods, and ship replacement goods to you.
  • All damage claims must be completed within 2 business days of receipt of merchandise.   

28) What is your Privacy Policy?

STAT Pharmaceuticals will not sell or provide any personal information to anyone without your permission. 
  • STAT Pharmaceuticals is committed to protecting the privacy of visitors to our web site.
  • STAT Pharmaceuticals will never use any personal information collected at this site for any purpose other than internal use.
  • If you have any questions or concerns about any privacy issues, please contact us at Sales@STATpharmaceuticals.com, or STAT Pharmaceuticals, 9545 Pathway Street, Santee, CA  92071.
Types of Information - The following is an explanation of the types of information that are collected from visitors at this site.


Anonymous Information - STAT Pharmaceuticals will track visitor activity to our site using IP addresses and set temporary cookies to track user sessions. This data helps us keep track of the number of visitors and helps facilitate the dynamic nature of our site. This information is not connected in any way with personal information (name, address, etc.). The user's identity remains anonymous with this type of information.


Registration Information - If a visitor to our site fills out the Registration Form, this information will be used to process any orders, or initiate contact with STAT Pharmaceuticals only. No one outside of STAT Pharmaceuticals will ever have access to your personal information.


Registration information is stored in a database on a secure server. The database is password protected and is only accessible by STAT Pharmaceuticals’ servers and authorized personnel of STAT Pharmaceuticals.


Order Information - If a visitor orders something from this site, the order information will be used solely to process the order. No one outside of STAT Pharmaceuticals will ever have access to the order information.


Order information is stored in a database on a secure server. The database is password protected and is only accessible by STAT Pharmaceuticals servers and authorized personnel of STAT Pharmaceuticals.


Credit Card Information – No credit card information is stored by STAT Pharmaceuticals.  For your protection, all credit card information is collected at by our security partner 3 Delta System’s Card Vault.  For more information, go to www.3dsi.com/products/cardvault-tokenization.htm.


Third-Party Privacy Policies - Please be aware that other web sites that may be accessed through our site may collect personally identifiable information about you.This privacy statement does not cover the information practices of those third-party web sites linked to STAT Pharmaceuticals web site. 
 
  

29) Is there a minimum order?

Minimum Order:  Due to the expense associated with filling orders along with our super low internet prices, we must request that all orders be over $100.00.  Thank you for your understanding.

30) How do I change my email address?

Please click this link and a short tutorial video will show you how.  http://screencast.com/t/O95gcFTZ4