Toll Free 1.800.767.7776 ext.3

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FAQ

Orders

My Account

Pricing & Billing

Shipping & Returns

Customer Support

Orders

Do I need an account to place an order online?

Yes. All users of the SPS Online Store are required to have an online account in order to shop the site. Click here to create an account or learn more about opening an account.

How do I place an order?

If you already have an account, you must first sign in. If you don’t have an account, please follow this link .

Once signed in use the menu at the top of the page to view products by type or supplier. Review product descriptions and photos to find the product you desire.

After clicking on the item, select Add to Cart. To check out, click on Cart in the top right-hand corner, and proceed to follow the checkout instructions.

What is the quick order feature and how do I use it?

After logging into your account, the quick order feature is available on the top toolbar. If you know the exact part number for an item, you can insert the number here and quickly add it to your cart. Enter the SKU and quantity desired. Select Add Row to add more items and Add to Cart when you are finished.

How do I view my order history?

There are two ways to view your order history.

  • Option 1 – Hover mouse over My Account in the top right-hand corner and select Order History.
  • Option 2 – Select Resources – Customer Support – Orders

How do I see the status of my order?

There are two ways to view order status.

  • Option 1 – Hover mouse over My Account in the top right-hand corner and select Order History.
  • Option 2 – Select Resources – Customer Support – Orders

Can I cancel/edit my submitted order?

Currently, there is no way to cancel/edit submitted orders on the SPS Online Store. To see if you can cancel or edit an order recently placed, please contact customer support at 800-767-7776 or use the Live Chat feature to speak with a representative.

What if I’m missing items or never received my order?

If you are missing items, or have not received your order, please contact customer support at 800-767-7776 or use the Live Chat feature to speak with a representative.

What if I can’t find the product/supplier I’m looking for?

If you can’t find the product/supplier you are looking for, please contact customer support at 800-767-7776 or use the Live Chat feature to speak with a representative.

Can I make personal purchases on my account?

Personal purchases may be made on your account. Use the correct shipping and billing information, and insert your personal credit card information.

How do I remove items from my cart?

To discard items from your cart, go to Cart in the top right hand-corner, and click on the “x” to the left of each item.

My Account

How do I create an account?

To create an account, go to Create an Account and fill out all necessary information.

How do I edit my account information?

To edit account information, you must first be logged in. Click on My Account in the top right-hand corner. You may edit your information on this page. To make a change to company information, please contact customer support at 800-767-7776.

Where can I find my account number?

  • I cannot locate my account number on the SPS Online Store.
    To find your account number, you must first be logged in. Click on My Account in the top right-hand corner. Your account number is listed under SPS Account Number.
  • I do not know my account number to create a SPS Online Store account.
    Please call customer support at 800-767-7776 to obtain your account number.
  • I do not have an account number.
    If you need to create an account, please click here .

How do I retrieve/change my password?

  • I have forgotten my password.
    Click on Sign In in the top right-hand corner. Under Sign In and Create an Account, select I forgot my password.
  • I want to change my password.
    You must first be logged in to change your password. Go to My Account in the top right-hand corner. Under Account Information, select the box beside Change Password. You will then be prompted to change your password.

Who do I contact about my account?
To speak with someone about your account, please contact customer support at 800-767-7776 or use the Live Chat feature to speak with a representative online.

Pricing & Billing

How do I view or obtain a copy of an invoice/order acknowledgement?

  • I want to view an invoice from a previous order.
    To view an invoice, you must first be logged in. Hover over My Account in the top right-hand corner and select Order History. Here you may view open invoices and paid invoices.
  • I want to obtain a copy of an invoice or order acknowledgement from a previous order.
    To obtain a copy of an invoice or order acknowledgement, please contact customer support at 800-767-7776.


How long does it take for my card to be charged?

It takes 3-5 business days after invoice date for your card to be charged. To check your invoice date, please review your open and paid invoices under Order History.

How do I redeem promo codes?

Once you are ready to check out, click on Cart in the top right-hand corner. Under Have a Promo Code? you may insert the appropriate code and select Apply. If you are having trouble with your code, contact customer support at 800-767-7776 or use the Live Chat feature to speak with a representative online.

Shipping & Returns

Can I ship to a patient’s home or different address than what’s listed?

Yes. When you are ready to check out, select CartProceed to Checkout. After inserting billing information, under Shipping Information, click on the down arrow beside your default ship-to address and select New Address.

Notice:

  • If you are shipping to a patient’s home, please put their name in the name field.
  • If you are shipping to another clinic, hospital or business, please insert ATTN: John Doe under the first line of the company address, and the address on the second line. The First Name should only be the company name.

What are the cut-off times for same day shipping?

For Pennsylvania, Atlanta, Chicago and Dallas warehouses – 5:00 EST.
For the California warehouse - 5:00 PST.

What is the return policy?

Click here to view the SPS return policy.

How/Where do I return items?

Click here to view the SPS return policy.

How/Where do I return items under warranty?

Click here to view the SPS return policy.

Customer Support

How do I contact customer support?

Click here to view the many ways you can speak with a representative now.

What are the customer support hours?

Click here to view customer support hours.

Can I fax in orders?

Yes. You may fax your complete Purchase Order (PO) to 800-869-7776.