FAQ

Find answers to many of your questions about MDSolutions products and services below:

My Account

1. How do I create an account?

Click on "My Account" link at the top of the page. Select "Create an account." This will generate a personal account giving full access to your account information, order history, order status, easy online tracking.
You will also be given the option of registering during step one of check out.
A personal account is optional. You can also order as a guest by not entering a password. Order confirmation, shipping confirmation with tracking information will be emailed regardless of having an account or not.
You must be 18 years of age and, if acting on behalf of a company, must be authorized to do so.

2. How do I edit my account information?

3. I forgot my password. How do I access my account?

4. Can I reset or change my password?

5. Where can I review or print previous orders?

6. Can I order without registering?

Product Information

3. Does the product come with hardware?

4. Do you sell installation tools for vandal proof hardware?

5. Do you provide installation services?

6. Do your products meet federal and state specifications?

7. Do you provide material certifications?

8. I cannot find what I am looking for?

Placing Your Order

1. Is there a minimum order?

2. Do you take custom/special orders?

3. Can I request a drop-ship order?

4. How do I know if my order is accepted?

Successfully placing an order with MDSolutions via our website does not constitute our final acceptance of the order. After receiving the record of your incoming order, we will process it to ensure that we can promptly fill it, or to determine whether there is any circumstance that will require delay, modification, or cancellation of your order. If we cannot promptly fill your order we will notify you accordingly. We reserve the right to refuse service or cancel any order in our sole discretion.

Order Status

1. Will I get an order confirmation?

2. Will I get a shipping confirmation?

3. How long does it take for my order to ship?

4. What is the status of my order?

5. How do I track my order?

6. Can I change my order?

Please note that once an order has begun processing or has been shipped, no changes can be made to the original order. You will need to place a new order for the additions, if any.
If you need to cancel all or part of your order for any reason, whether or not we are able to cancel an item(s) or order and offer a full refund is based on the status of your order in our warehouse.
Please call us to request an order change and we'll do our best to accommodate.

Shipping

1. How much is my shipping?

2. How do you ship your products?

A third party vendor has been contracted to perform your delivery service. Please note that MDSolutions Inc. is not responsible for any damage incurred during the shipping process and that, upon delivery, the customer agrees to inspect for any shortages or damages that may have occurred during the shipping process. The customer is ultimately responsible for damages if NOT noted during the delivery process.
Our preferred carrier for standard shipping is UPS ground. Heavier or oversized items may ship LTL.
The parcel carrier will make three delivery attempts. After the third attempt at a failed delivery, the package(s) will be returned to our warehouse, and you will be responsible for any return, storage or redelivery fees associated with the shipment.
You may be charged additional fees if the delivery address you have supplied us is determined to be incorrect and must be changed by the carrier. Please make sure that the shipping address you have supplied is a valid shipping address. We cannot deliver to PO boxes.
In the event that your order exceeds the size or weight restrictions imposed by the carrier, MDSolutions Inc. reserves the right to use a third party freight carrier for shipment.
Either you or your representative, that is 18 years of age or older, must be present to receive the merchandise at the agreed upon day and time window. In case of motor-freight deliveries, the delivery company is not responsible for off-loading your product(s) upon delivery. Please make sure that you have the appropriate staff and equipment available to receive your delivery. If no one is available to receive the delivery, a re-delivery fee may be applied to your order.

3. How long does it take for my order to ship?

4. Can I request rush processing of my order?

5. Do you ship internationally?

Billing and Payments

1. What type of payments do you accept?

2. How do I get a copy of my receipt/invoice?

Returns

1. What is your return policy?

WHEN ITEMS ARE MISSING OR DAMAGED Please examine your order upon delivery to ensure that there are no visible signs of damaged, missing or incorrect pieces.

In the event that there are missing, damaged or incorrect packages, please retain the item(s), indicate the problem on carrier delivery receipt and notify MDSolutions within 24 hours of delivery. A signed delivery receipt, without notations of missing, damaged or incorrect item(s) represents your acceptance of the complete order in perfect condition.

Hidden Damage: Should you discover any hidden damage after delivery, MDSolutions Inc. must be notified within 7 business days of delivery.

Following these simple rules will ensure speedy replacement of any missing or damaged items. We will not be responsible for return notifications made after 7 business days of Order Receipt.

WHEN ITEMS ORDERED WRONG

Custom or non-stock items are not returnable.
Stock items may be returnable with our prior approval. Restocking charges (15% minimum or $50.00, whichever is more) may apply. Goods returned without authorization will be rejected at the receiving dock. Please call ahead to get RMA # (Return Merchandise Approval Number) before returning any item.
The cost of return shipping is the responsibility of the customer; however, if the error has been determined to have been made by MDSolutions Inc., we will issue a call tag to have the merchandise picked up and returned to us.
Please package all merchandise for return in the same manner as it was received.
All credits (less any charges or restocking fees) against the return merchandise will be given after we have received items, verified quantity and inspected goods for any damage due to negligence on the part of the customer.

2. How do I get a return authorization number?

3. When will the return be credited to my account?

All credits (less any charges or restocking fees) against the return merchandise will be given after we have received items, verified quantity and inspected goods for any damage due to negligence on the part of the customer.
Credits are usually issued within 2 business days from the time item(s) are received and approved for credit.
An email confirmation will be sent informing you that the return has been processed. It could take 7-10 business days after credit is issued to appear on your credit card statement.