Frequently Asked Questions

Below you will find answers to many frequently asked questions.

If you have any additional questions, or would prefer to speak with us, you can call our office at 1-800-526-6370 (Mon-Fri 8:30am-5pm EST).
Additionaly, you can contact us at any time, using our online contact form.

Common Questions

I currently phone in my orders. How do I order online?

If you have ordered from Mada Medical by phone, fax or through the mail, you already have an account with us and must simply submit our registration form to register for ordering online. Simply "Login" at the top of the web site, use the search function or the left-hand product category navigation to find products you are looking for, add them to your cart and follow the directions to check-out.

I need or forgot my account number or password.

If you've forgotten your account number, call us at 1-800-526-6370 (Mon-Fri 8:30am-5pm EST). If you've forgotten your password, click here to have it reset.

After 5pm Monday–Friday, please contact us using our online contact form. Your request will be processed the next business day.

Is your site secure?

We understand that you may have concerns about using your credit card to make online purchases. At madamedical.com we utilize a digital certificate, issued from a leading provider of Internet Trust Services. When you enter a secure portion of the site (any page that shows your account information) you will see a closed lock or a solid key at the bottom of your browser. If you click on this, a popup 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 2048-bit encryption technology security protocol. This 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.

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

After you have placed an order, a record of the order with confirmation number will appear on our web site. Login and select "My Account" and choose "Order Tracking". Orders listed here have been received. If we have your email address on record, you will also receive an email with the order summary and confirmation number. If you have any issues using your online account, please contact us.

When will my orders ship?

Most standard, in-stock orders placed Monday–Friday by 3pm EST, will be shipped the same day. Orders received on weekends and holidays will typically be shipped the following business day. Orders that contain products that require special handling or back-ordered items will ship as soon as possible.

How can I request to become a Mada Medical distributor or reseller?

Please submit our registration application. Your application will be reviewed by our staff and respond as soon as possible.

My Account

I currently phone in my orders. How do I order online?

Please submit our registration application. Your application will be reviewed by our staff and respond as soon as possible.

I need or forgot my account number or password. How can you help me?

If you need your account number, call our office at 1-800-526-6370 (Mon-Fri 8:30am-5pm EST). A Customer Service representative will be happy to assist you. Please supply your account information or your address and phone number, so we can verify your identity.

How do I view my account information?

To view your account information, login to your account.
To make changes or update your account information, please contact us or call our office at 1-800-526-6370 (Mon-Fri 8:30am-5pm EST).
If you need to have an order shipped to an alternate address (from the one you have on file) or a new address, please call our office at 1-800-526-6370 (Mon-Fri 8:30am-5pm EST) to place your order.

Product Information

How do I request a catalog?

Catalogs can be requested by submitting your request through our online contact form or by calling our office at 1-800-526-6370 (Mon-Fri 8:30am-5pm EST).

How do I go about having an instrument or product repaired?

Please call our office at 1-800-526-6370 (Mon-Fri 8:30am-5pm EST), to request more information on the product of interest, and to check your warranty status (if applicable).

How do I get SDS (formally MSDS) sheets?

SDS sheets are available for download and can be found in our Literature Library. Additionally, SDS sheets may be requested by contacting us. You may also fax your request to 1-201-460-3509 or call our office at 1-800-526-6370 (Mon-Fri 8:30am-5pm EST).

Can I order prescription items?

Prescription items may only be sold to registered and fully licensed customers. We require a valid copy of your State license. If you have moved or are a new customer, please fax your Physician's license to 1-201-460-3509.

What are the shipping charges for Hazardous Items?

The Department of Transportation has determined that these items require special handling. These items cannot be shipped via Overnight or Second Day Air. The cost for this service will vary, based on the order contents and size.

Order Information

What is a Promo Code?

These are codes that enable you to take advantage of special discounts or offers that may appear on our catalogs, mailers and emails you receive. These codes should be referred to when placing your order by phone, fax or online.

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

After you have placed an order online, you will receive a confirmation email, containing your order details.
If you have any questions on an order you've placed, call our office at 1-800-526-6370 (Mon-Fri 8:30am-5pm EST).

When will my orders ship?

Most standard, in stock orders placed Monday-Friday by 3pm EST, will be shipped the SAME DAY. Orders received on weekends and holidays will be shipped the following business day. Orders that contain products that require special handling or back-ordered items will ship as soon as possible.

How do I track my shipment?

Upon your order being shipped, you will receive an email including all tracking number(s). These can be used to lookup the shipping status, through the associated carrier's website.

What is your backorder policy?

All backordered items will be shipped as soon as they are restocked. If we have your email on file, you will receive regular updates on your backorders. Call our office at 1-800-526-6370 (Mon-Fri 8:30am-5pm EST) with any questions you may have.

Can I cancel my order?

Orders are instantly transmitted to our warehouse for processing and shipment. If you wish to cancel an order that has not yet shipped, please call our office at 1-800-526-6370 as soon as possible.

Can I check my order history online?

Yes. Login and select "My Account" > "Order Tracking" to see your order history. To see orders placed, other than through our website, please call our office at 1-800-526-6370 (Mon-Fri 8:30am-5pm EST).

Payment & Billing

What are my payment choices?

You can apply for a credit line by filling out our Credit Application Form and faxing or mailing it to us, as directed on the form. Standard terms are Net 30 Days.
We also accept payment by: Paypal, VISA, MasterCard, Discover, American Express, bank/ACH, wire and check.

  • Checks can be mailed to:
  • Mada Medical Products, Inc.
  • 625 Washington Ave
  • Carlstadt, NJ 07072
  • United States
Is your site secure?

We understand that you may have concerns about using your credit card to make online purchases. At madamedical.com we utilize a digital certificate, issued from a leading provider of Internet Trust Services. When you enter a secure portion of the site (any page that shows your account information) you will see a closed lock or a solid key at the bottom of your browser. If you click on this, a popup 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 2048-bit encryption technology security protocol. This 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.

Will I be charged sales tax?

Yes, unless your organization has tax-exempt status, sales tax will be charged, based on the state associated with your shipping/billing information:
If you are tax-exempt, please submit a copy of your completed Tax Exempt Certificate (e.g. forms ST-3, ST-4 or Multi-Jurisdiction), Resale Certificate or Direct Pay Certificate along with your Account Number by mail to:

  • Mada Medical Products, Inc.
  • 625 Washington Ave
  • Carlstadt, NJ 07072
  • United States
I need a copy of my invoice. How can I obtain one?

To obtain a copy of an invoice, call our office at 1-800-526-6370 (Mon-Fri 8:30am-5pm EST) or by submitting your request through our contact form. Be sure to provide your order or invoice number.

Do you accept purchase orders?

Yes. Purchase orders are accepted and may be provided during the checkout process.

When will my credit card be billed?

Your credit card and/or debit card will be billed, prior to your order being release to our shipping department.

Shipping & Returns

What are the shipping charges?

The shipping costs will be calculated and provided to you, prior to charging your credit card. Any freight charges for special handling or for shipments involving export sales are the responsibility of the Customer and will also be added to the Customer's invoice.

Additional charges will be applied for lift gate service, or inside delivery. Certain products may be subject to additional shipping terms including Hazardous Materials.
Please call Customer Service at 1-800-526-6370 (Mon-Fri 8:30am-5pm EST) for further information.

Which countries do you ship to?

Mada Medical offers shipping worldwide, including all 50 States & Territories inside the US.

What do I do if I receive a damaged shipment?

All deliveries should be inspected for shipping damage before accepting delivery. If damage has occurred, customer should note the extent of the damage on the freight bill and call our office at 1-800-526-6370 (Mon-Fri 8:30am-5pm EST).
Mada Medical's responsibility for loss or damage of Product, to be returned to Mada Medical, ceases when the product(s) are accepted by the carrier. In no event will Mada Medical be held liable for any damages or expenses caused during delivery.

What if I open my package and find items defective?

Should you receive an incorrect, damaged or defective product, please call our office at 1-800-526-6370 (Mon-Fri 8:30am-5pm EST), within 45 business days of invoice.

What if I open my package and find items missing?

Please report all missing merchandise to Customer Service, within 5 days of the invoice date, at 1-800-526-6370 (Mon-Fri 8:30am-5pm EST).

How do I return an item?

To return an item, please follow the Return Policy Instructions at the bottom of the shipment Packing Slip. You have 5 days from the date of delivery to inspect the products and to reject any or all products, which are defective, or nonconforming provided, however such Products are returned no later than 45 days from invoice date. Credit will be given for incorrectly shipped, damaged, or defective products, at Mada Medical's Disgression. In order to receive full credit, returned products must be unopened and in salable condition. Special and custom orders are not returnable, but any defective parts MAY be replaced. Returns cannot be shipped C.O.D. Please be sure to include at least one of the following with any returned product: invoice number, order number and/or account number.

Are there items that I cannot return?

The following products have restrictions or cannot be returned. Please call our office at 1-800-526-6370 (Mon-Fri 8:30am-5pm EST) if you have any questions.

  • Diagnostic Test Kits
  • Discontinued Products
  • Expired Products
  • Hazardous/ORM Materials
  • Opened or Defaced Products
  • Used Instruments
  • Oxygen Tanks
  • Special or Custom Orders
What are the shipping charges for Hazardous Items?

The Department of Transportation has determined that these items require special handling. These items cannot be shipped via Overnight or Second Day Air. The cost for this service will vary, based on the order contents and size.

Privacy & Security

What is your privacy policy?

Please click here to see our Privacy Policy.

Is your site secure?

We understand that you may have concerns about using your credit card to make online purchases. At madamedical.com we utilize a digital certificate, issued from a leading provider of Internet Trust Services. When you enter a secure portion of the site (any page that shows your account information) you will see a closed lock or a solid key at the bottom of your browser. If you click on this, a popup 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 2048-bit encryption technology security protocol. This 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.