Question 1

Are all products available for immediate purchase?

Accepted Answer

No. Standard catalog items are available online. Custom fixtures, high-value equipment, automation systems, refrigeration, and specialty items may require a formal quote and vendor confirmation.

Question 2

Why do some products require a quote?

Accepted Answer

Custom or configurable products require final specifications, freight review, and vendor confirmation before pricing is committed. Coverage varies by product and location.

Question 3

Can products be customized?

Accepted Answer

Many fixtures and casework products offer size, finish, and configuration options. Availability of customization is subject to vendor confirmation and is finalized in the applicable quote.

Question 4

Are specifications guaranteed?

Accepted Answer

Specifications shown on product pages are drawn from manufacturer information and may change. Final specifications are governed by the manufacturer documentation and the approved quote or order.

Question 5

Are product images exact?

Accepted Answer

Images may be representative. Final product appearance, finish, and dimensions may vary.

Question 6

Do franchise and corporate customers receive different pricing?

Accepted Answer

Yes. Account-based pricing is available for franchise stores, corporate accounts, and approved procurement programs. Pricing is applied automatically to your account after review.

Question 7

Are freight and installation included?

Accepted Answer

Unless expressly stated, freight and installation are quoted separately. Final freight and installation charges are confirmed in writing before order acceptance.

Question 8

Can prices change after quote submission?

Accepted Answer

Quotes are subject to product availability, vendor confirmation, freight review, and applicable taxes. Any material change is confirmed before order acceptance.

Question 9

Are volume discounts available?

Accepted Answer

Volume, multi-location, and package pricing may be available and are reviewed on a per-project basis.

Question 10

How do I place an order?

Accepted Answer

Add products to your cart and complete checkout, or submit a quote request for custom items. Approved customers may also purchase against an approved purchase order or credit account.

Question 11

Can I use a purchase order?

Accepted Answer

Yes. Purchase orders may be submitted at checkout and are released to fulfillment after admin review and approval of your account's terms.

Question 12

Can I pay a deposit?

Accepted Answer

Deposit options are available on qualifying orders and are shown at checkout when applicable. Deposit requirements vary by product, vendor, and project scope.

Question 13

Can I track an order?

Accepted Answer

Yes. Customers can track quotes, approvals, orders, shipments, invoices, and installation projects from the account area.

Question 14

Can an order ship from multiple vendors?

Accepted Answer

Yes. Orders containing products from multiple vendors may arrive in separate shipments on separate schedules.

Question 15

Do you offer nationwide shipping?

Accepted Answer

Shipping coverage varies by product, vendor, and destination. Alaska, Hawaii, U.S. territories, and international destinations are quoted on request.

Question 16

Is lift-gate service available?

Accepted Answer

Lift-gate service is available for many freight shipments. Additional charges may apply and lift-gate service is confirmed at scheduling.

Question 17

What is inside delivery?

Accepted Answer

Inside delivery brings freight past the threshold of the receiving location. Availability depends on the carrier, site access, and product size, and typically carries an additional charge.

Question 18

How should freight damage be reported?

Accepted Answer

Inspect deliveries before signing. Note visible damage on the carrier's delivery receipt and photograph the damage. Report concealed damage as soon as possible so the claim can be filed.

Question 19

Is installation available?

Accepted Answer

Installation services are available for qualifying products and locations when included in an approved quote, order, or agreement.

Question 20

What does installation include?

Accepted Answer

Scope varies by project. Installation may exclude electrical, plumbing, HVAC, structural work, permitting, data cabling, painting, flooring, demolition, hazardous-material removal, union-labor requirements, and after-hours work unless expressly included.

Question 21

Who is responsible for site readiness?

Accepted Answer

The customer is generally responsible for site access, completed construction, electrical and plumbing readiness, network readiness, floor and wall preparation, permits, and delivery access.

Question 22

What happens if the site is not ready?

Accepted Answer

Additional charges may apply for delays caused by incomplete site conditions, including redelivery, storage, detention, and rescheduling fees.

Question 23

Is equipment financing available?

Accepted Answer

Equipment financing inquiries are supported through third-party lenders and financing partners. Availability varies by applicant and project.

Question 24

Does submitting an application guarantee approval?

Accepted Answer

No. Submission of a financing inquiry does not constitute approval. Approval, rates, fees, and terms are determined by the applicable financing provider.

Question 25

What documents may be required?

Accepted Answer

Financing providers typically request business and financial documentation. Specific requirements vary by lender.

Question 26

Can custom fixtures be returned?

Accepted Answer

Custom, made-to-order, installed, opened sterile, special-order, clearance, used, or configured products may be nonreturnable. See the Return Policy for details.

Question 27

Are restocking fees charged?

Accepted Answer

Restocking fees may apply based on vendor terms and are disclosed as part of the return authorization.

Question 28

Who provides product warranties?

Accepted Answer

Warranties are provided by manufacturers or vendors and vary by product. Good Shepherd Health Corporation does not extend additional warranties unless stated in writing.

Question 29

How do I submit a warranty claim?

Accepted Answer

Warranty claims may require serial numbers, photos, service records, installation documentation, and proof of purchase. Contact customer service to open a claim.

Frequently asked questions

Products

Pricing

Orders

Shipping

Installation

Financing

Returns and Warranty