When I try to make a purchase, I continue to receive an Error message with no explanation given. Why can't I finalize my purchase?
A: The most common reason for an error to occur is due to the shipping and billing addresses not matching up. For verification purposes, all credit card purchases through our website must use the same shipping and billing addresses. If you have any questions, please call Customer Service at (800) 821-9319 or chat with us directly using Live Chat.
If I am not satisfied with my product selection, can I return it for a refund?
A: If you are not completely satisfied, you may return your purchase for a refund within 30 days of the original purchase date. Refunds issued less any applicable freight charges. For safety and hygiene reasons, we cannot accept returns on eating, toileting, hygiene or mouthstick items once opened. Hazardous materials cannot be returned for credit or a refund.
Simply call our Customer Service department at (800)821-9319, or chat with a representative using Live Chat, to obtain your RETURN MERCHANDISE AUTHORIZATION NUMBER.
I am a dealer in the process of changing locations, with an open account at North Coast. How do I go about changing the billing and delivery address for my North Coast product orders?
A: In order to change your contact information, billing and delivery address, please call Customer Service at (800) 821-9319.
Where can I find HCPC codes for reimbursement?
A: To find the HCPC code of a particular product online, look under the INFO tab of the page pertaining to your product. Any HCPC Codes left blank or the word "no" after HCPC may not qualify for reimbursement.
Where can I find a Material Safety Data Sheet (MSDS)?
A: For your convenience, a MSDS sheet can be found in our Library, located on top menu bar. Instructions, Videos and Brochure are also located in the library.
I noticed the price in my professional catalog is different than the price for the same item in the Functional Solutions™ Catalog and/or on the website, is this correct?
A: Yes. The prices found in the Functional Solutions™ Catalog and website are retail and displayed for customers who are patients or consumers. Healthcare professionals, hospitals and clinics pay professional wholesale prices. Typically our healthcare customers purchase products in larger volumes and have established wholesale accounts with North Coast Medical.
Can I (we) obtain an open account with North Coast Medical?
A: Yes. Healthcare professionals, hospitals and other healthcare related institutions and/or clinics may apply for a 30-day open account. A credit application must be filled out, signed and approved before open accounts are established.
Click here to download an Open Account Credit Application.
Is there an opportunity to receive a discount from the professional wholesale price?
A: Yes. Healthcare professionals, hospitals and clinics that appoint North Coast Medical as their exclusive, primary or preferred supplier for rehabilitation products are entitled to additional price and service considerations. Contact us if you are interested in having a sales representative call to provide further details.
What are the typical discounts offered to dealers?
A: The discount prices offered are based on the suggested retail prices published in the Functional Solutions™ Catalog. Discounts range from 30-50% depending on the product and the quantity ordered.
We are a retail dealer and are often are asked to provide insurance billing services for North Coast products that do not appear in the Functional Solutions™ Catalog. Can we obtain discount pricing on products from other North Coast catalogs?
A: Yes. Courtesy discounts are available from both our professional wholesale catalogs to qualified dealers. Discounts increase with annual sales volume. Please contact Customer Service at (800) 821-9319 for details.
We are a durable medical equipment dealer owned by a local hospital, would we qualify for the North Coast Dealer program?
A: Absolutely. The North Coast Dealer program was established to encourage the domestic distribution of our products. Durable medical equipment dealers, home medical equipment stores and pharmacies are typical retail dealers for North Coast products.
Does North Coast entertain new requests for International Distributors?
A: Yes. Please email us at international@ncmedical.com and provide the following:
- Name
- Phone number
- Brief description of your company
- The product lines your company currently promotes
- The type of customers your company services
- Country and region your company cover
Our International Division Manger will reply to your request.
Do I (we) have a Sales Representative assigned to our account?
A: Yes. A North Coast Sales Representative should be assigned to each professional wholesale account. If you are not sure how to contact yours or one has not yet been assigned to you, give us a call at (800) 821-9319 and we can assist you.
Are North Coast Sales Representatives easy to reach and communicate with?
A: Yes. North Coast utilizes a professional inside sales model and our Sales Representatives are exceptionally responsive to your inquiries.
If I have questions about your products, can I call North Coast and get answers to my questions?
A: Yes. Please call our Customer Service department at (800) 821-9319 with any questions you may have about our products, or sign on to Live Chat and talk to a Customer Service Representative instantly.
I am a healthcare professional who specializes in Ergonomics. I provide clients with professional work site evaluations and recommend products for their workplace. If I have specific questions about how North Coast products can help my clients, who can I contact?
A: North Coast employs a knowledgeable Ergonomics staff dedicated to answering questions pertaining to North Coast ergonomic products. Please feel free to contact them at (800) 821-9319 ext. 241
Does North Coast belong to any Group Purchasing Organizations?
A: Yes. North Coast is a member of several Group Purchasing Organizations. For more information, please contact your Sales Representative.
I am a healthcare professional who often recommends assisted daily living and home therapy products for my clients. If I refer my clients to North Coast for the products I recommend, what can my clients expect?
A: Your clients can expect a prompt quotation for products you recommend. As an added convenience, we offer free Therapy Recommendation Pads for therapists to fill in the name of the product and part number to give to patients. This ensures patients have all the required information to order. Every effort is made to get the right product into the right hands at the right time.
Does North Coast manufacture its own products?
A: Yes, North Coast manufacturers many of its own products under the brand names Norco™, Achieva™, Exacta™, Comfort Cool™, Progress™, Liberty™, NCM™, North Coast™ and Prelim™. Additionally, North Coast provides wholesale distribution of other brand name products that are manufactured by other companies.
If I (we) refer my patients to North Coast Medical to purchase products that I recommend, can my patients receive that same professional wholesale price that I would receive?
A: No. Patients (consumers, retail customers) will pay the suggested retail price which is typically 30-40% higher than the published professional wholesale price.
We are interested in incorporating North Coast products into our clinical practice; will North Coast provide a free sample for evaluation?
A: Yes. Your sales representative can provide free samples of most of the products we manufacture and distribute for your evaluation.
Are North Coast products available in retail packaging?
A: Yes. Our most popular products are available in packaging appropriate for retail display.
If I (we) purchase products wholesale from North Coast Medical and sell products directly to my patients, what price should I charge my patient?
A: That decision is entirely up to you, however, we recommend that you charge at least the suggested and protected retail price as published by North Coast Medical.
How can I (we) obtain free Functional Solutions™ Catalogs to distribute to my (our) patients?
A: Free Functional Solutions™ Catalogs can be ordered by clicking on the "Request a Catalog" button on the left side navigation bar, or by clicking here.
I am a healthcare professional providing therapy service in a home health setting. I recommend products to my patients but do not order products on a regular basis. Can I receive free Functional Solutions™ Catalogs without being charged shipping?
A: Yes. You can order Functional Solutions™ Catalog by clicking on the Request a Catalog button at the left side of your screen, or by clicking here. In addition to providing Functional Solutions™ Catalog to healthcare professionals who wish to provide them to their patients free of charge, we also offer Therapy Recommendation Pads. Filling in the product name and part number ensures that your client receives the right product in a timely manner. We ask that those who order products on a regular basis request free Functional Solutions™ Catalogs when placing their orders.
Can I order a free Functional Solutions™ Catalog for a friend or relative?
A: We would be pleased to send our Functional Solutions™ Catalog anywhere in the United States. Please call (800) 821-9319 or enter your order them online by clicking Customizing the Functional Solutions™ Catalog
Can I customize the Functional Solutions™ Catalog to brand my clinic/company
A: Yes. Our new variable data Functional Solutions™ Catalog enables you to brand your organization with a biography, product recommendations and the ability to highlight products appropriate for your clinic/business. Variable data is available on the cover, inside front cover, inside back cover and/or back cover for a nominal fee.
I am looking for a product that does not appear in a North Coast Catalog, can North Coast obtain such products on my (our) behalf?
A: Yes. North Coast can service your special item requests for literally thousands of products that do not appear in our catalog. North Coast has designated personnel who specialize in product research and can provide you with a price quote and delivery for such products.
When can we expect to receive our order from North Coast Medical?
A: Orders placed before 4:00 PM (Pacific Time) are shipped the same day. Delivery can be expected from 1-4 days, depending warehouse availability and your location. Orders can be tracked using our order tracking system.
How do you figure freight charges? Can I use third party shipping?
A: Shipping charges are determined by the weight and size of your order, with a minimum shipping charge of $12.95. Healthcare professionals, hospitals and clinics may be eligible for a shipping discount. We do not accept third party shipping, as we are dedicated to serving our customers from end to end, and need to be able to track the shipping process should any problems arise.
Can I have my orders shipped outside the United States or Canada?
A: No. All consumer orders must be shipped to an address within the United States or Canada. For international orders, please contact our International Division at international@ncmedical.com.
Can I come in and pick up products form North Coast Medical directly?
A: Product pick up is only available at the North Coast Medical west coast warehouse located in Gilroy, California between the hours of 8am and 4pm. It is highly recommended that you call us at (800) 821-9319 prior to visiting to verify that your product is ready for pick up.
Does North Coast provide any Insurance Billing Services for products and supplies?
A: No. However, many of our retail dealers provide insurance billing services. Additionally, instructions on how individuals can submit to their insurance provider for reimbursement for prescribed products are provided with each Consumer Division order.
Does North Coast sell their customers’ names and addresses to other entities?
A: No, North Coast does not sell or provide its customer lists to other entities.
We are a current North Coast retail dealer and we are planning on launching a retail website. Can we download and utilize images to be used on our website or other literature?
A: Yes. However, because copyright laws protect all of our images, North Coast requires that permission be granted for the use of our images. Image use requests can be made by calling (800)821-9319 .
