FREQUENTLY ASKED QUESTIONS

What are your business hours?
Customer Service hours are Monday thru Friday 8:30 AM to 5:00 PM Eastern Time. The GroveMed web site is available 24 hours a day, 7 days a week for placing order, product category search, order inquiry, tracking orders, etc. You may also send Customer Service an email 24 hours a day.

I currently phone in my orders. How do I order online? Can someone provide me training?
You may begin submitting your orders online by simply requesting access to our website.  Customer Service can you put you in contact with our Tracer/Website Support agent who will not only set up your account, but also train you.

Is your site secure?
Safe and Secure Online Shopping! Shopping online at GroveMed is 100% Safe & Secure. We use the latest SSL encryption technology Thawte to protect your credit card and personal information. We are also a proud member of the Better Business Bureau with a proven track record for being honest, dependable and responsive to our customer's needs.

How do I know if you received my order?
Once your order has been completed on our website and submitted to GroveMed you’ll receive an email confirmation that your order has been received by us.

When will my order ship?
If your order is submitted before 12:00p (EST) your order is guaranteed to ship that same day. If your order is submitted after 12:00p (EST) it will ship the very next day.

My Account

What are your online features or benefits of registering and ordering online?
GroveMed offers online features that will save you time and money, streamlining your ordering process.

• Quick Order Pad, enter an order now
• Shop by Category
• Customized Supply List and Formularies
• See Your Discounted Pricing
• Open Orders and Quotes
• Order History
• Track Your Order
• Invoices
• View Your Account balances and Make Payments

I forgot my password or account number.
If you forgot your password, click here Forgot Password .You will be prompted to enter your email address. After you enter your email address press <Submit>. Support will automatically send back to you an email with your current password.

If you need your account number you can call Customer Service at 800-269-1405 or email us .Please include in the email your company name and location. If you would like us to call you, please include your phone number.

How do I edit my account information?
You will need to be logged in to edit your account information. Click here to edit your account information. Click the Edit Your Account Information.

Order Information

How do I know if you received my order?
Once your order has been completed on our website and submitted to Grove Medical you’ll receive an email confirmation that your order has been received by us.

When will my order ship?
If your order is submitted before 12:00p (EST) your order is guaranteed to ship that same day. If your order is submitted after 12:00p (EST) it will ship the very next day.

How do I track my shipment?
You will be able to track your order once it has shipped. You need to be logged in with your account. Click here to track your order. You can enter the Order Number, Web Reference Number or your Purchase order number to track your shipments.

What is your backorder policy?
All backordered items will be shipped immediately upon receipt from our supplier. In many cases we can substitute items as needed. Backorders over 60-days will be cancelled.

Can I cancel my order?
All web orders submitted are instantly transmitted to the warehouse for shipment and therefore can be difficult to intercept and cancel. If you have any questions about your order, please call Customer Service Toll FREE at 800-269-1405.

Can I check my purchase order history online?
Yes. Simply click on the Orders tab at the top of our website and you’ll be able to look at all open orders, order history and invoices and shipping inquiries.

Shipping and Returns

What is the transit time for FedEX ground to my location?

Ground shipments average between 1 and 5 business days across the United States depending on your location. You will receive an email confirmation notifying you once your order has shipped.* Please note that delivery dates are not guaranteed in the event of a carrier service interruption or failures caused by events beyond the control of GroveMed, including but not limited to transportation systems or services provided by our carriers and severe weather related events (hurricane, tornado, etc.). Please call Customer Service to coordinate an expedited shipment.

What is the transit time for UPS ground to my location?

Ground shipments average between 1 and 6 business days across the United States depending on your location. You will receive an email confirmation notifying you once your order has shipped.
* Please note that delivery dates are not guaranteed in the event of a carrier service interruption or failures caused by events beyond the control of GroveMed, including but not limited to transportation systems or services provided by our carriers and severe weather related events (hurricane, tornado, etc.). Please call Customer Service to coordinate an expedited shipment.

What do I do if I receive a damages shipment?
If you received damaged goods please note the damage with the delivering carrier and then make Grove aware of the damage within 48 hours of receiving your shipment.  Grove will begin the RMA and replacement order process.

What if I open my package and find item are defective?
Please contact your Customer Service Representative as soon as you find the product to be defective and we’ll begin the RMA process w/ the manufacturer.

How do I return an item?
Email our Returns Department providing them with the product to be returned, the reason for the return, order or invoice number and quantity and they will contact you with the RMA number and shipping labels to return the goods.

Are there items I cannot return?
Yes, any item that is considered non-stocked or special order item (unless accepted by the manufacturer) and any item that was purchased over 180 days.

Payment and Billing

What are my payment choices?
GroveMed offers 8 payment methods.

• Credit cards: Visa, Master Card, American Express and Discover
• Cashier’s check/U.S. Money Order
• Personal Check, 10 business day waiting period for personal checks (no 3rd party checks, no COD)
• "Check by Phone", call Customer Service and we can take your check  by phone. We will need the bank routing number, account number and check number. We will also need your authorization to electronically transfer the funds. Please complete the Authorization Form and fax or mail to us. If you have any questions, please call us at 1-800-269-1405. (Get the ‘Authorization Form” .pdf doc from Dyann Lamar)

Is your site secure?
Safe and Secure Online Shopping! Shopping online at GroveMed is 100% Safe & Secure. We use the latest SSL encryption technology to protect your credit card and personal information. We are also a proud member of the Better Business Bureau with a proven track record for being honest, dependable and responsive to our customer's needs.

Will I be charged sales tax?
We are required to collect tax unless you can provide us a state tax exempt certificate.

I need a copy of my invoice. Can I get a copy of an invoice online?
To get a copy of your invoice, click here. 

Product Information

How do I get MSDS sheets?
You may drill down on an item on our website or contact your Customer Service Representative.

I have an item that needs to be returned, how do I return this item?
Email our Returns Department providing them with the product to be returned, the reason for the return, order or invoice number and quantity and they will contact you with the RMA number and shipping labels to return the goods.

Site Access

Having trouble logging on?
Remember that your User Name and Password are both Case-Sensitive (Capital Letters are not the same as Lowercase Letters). First check to make sure that Caps Lock is not on, then try again. Repeated attempts to Log On with an incorrect User Name or Password could result in your account becoming temporarily disabled. If problems persist you may contact our support team toll free at 1-800-269-1405 (M-F, 8:30 AM - 5:00 PM Eastern Time).

What is the recommended browser to use GroveMedical.com?
The recommended browser to use with www.GroveMedical.com is Chrome. By using Chrome, you can guarantee that you are getting the fastest service available while using the GroveMed site. If you are currently using Internet Explorer, we'd recommend switching to Chrome to optimize the performance.

Adobe Reader – What is Adobe Acrobat Reader?
Adobe Reader is software that allows you to view information that is presented in a Portable Document File, often referred to as a PDF. The software is free and can be downloaded over the Internet . Many sources of information on this site link to PDF's. See the FAQ "How do I get Adobe Reader?" for obtaining this software free.

What is the recommended screen resolution?
This site is best viewed with Chrome at 1024x768 screen resolution. To set your screen resolution to 1024x768, PC users: Right click on the desktop, choose "Properties," then the "Settings" tab. Move the screen resolution slider to change the settings. If problems persist you may contact our support team toll free at 1-800-269-1405 (M-F, 8:30 AM - 5:00 PM Eastern Time).

Who can I call for support?
We are here to help you. Select the support group that best serves your type of question: