Shipping & Returns

SHIPPING & RETURNS


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Shipping Options

Customers may choose a desired shipping option at the time of purchase. Novo Surgical offers its customers free domestic ground shipping on orders placed online when logged into a user account during checkout. Ground shipping typically takes between 3-5 days in the continental United States. In addition, ground orders will typically take 1-2 days to process. Thus, customers can expect ground orders for in stock products to arrive between 4-7 business days after order placement. For customers seeking expedited shipping, Novo Surgical offers several options:

• Ground: Delivery within 4-7 business days, depending on location
• 3 Day Select: Delivery by the end of the third business day
• 2nd Day Air: Delivery by end of the second business day
• Next Day Air: Next business day delivery by end of day

Additional options may be available for Next Day Air and 2nd Day Air in cases where delivery by a specific time in the day is required. Please contact our customer service team for details on those shipping methods.

Expedited shipping delivery timeframes are best estimates based on typical shipments and are not guaranteed. Novo Surgical is not liable for any packages not delivered within the specified timeframe resulting from unforeseen carrier delays, as it has no control over the carrier’s logistics. Customers may log in to their account to view tracking information and obtain the latest updates on their shipment delivery. There may be a slight delay between when packages actually ship and when the tracking information is available online.

 

Expedited Shipping Cut Off

Orders requiring expedited shipping must be placed before 2:00 p.m. Central Standard Time, Monday to Friday, in order to be processed and shipped the same day. Orders placed after 2:00 p.m. will not be processed for shipment the same day. Placing an order before 2:00 p.m. does not guarantee the shipment will be ready to ship the same day. Customers placing orders with expedited shipping may be notified via phone or email if their orders are unable to ship the same day for any reason, including a back order delay. Novo Surgical does not ship on weekends or on US public holidays.

 

Packaging & Inspection

All goods are inspected and packaged carefully by warehouse technicians prior to shipping. If the merchandise arrives in a damaged condition, please notify a Novo Surgical representative within 3 days of product receipt so that we may rectify the situation in a timely fashion. When signing for receipt of goods, all visible damage must be indicated on the carrier delivery receipt so that a claim can be filed with the carrier as needed.

 

Delivery Estimates

We pride ourselves on maintaining an extensive inventory at our domestic warehouses. However, a variety of circumstances may delay product delivery, and we assume no responsibility or liability for unforeseen delays in making delivery. Novo Surgical reserves the right to make partial shipments on an order. Also, multiple orders to a single facility may ship in the same package, albeit with separate packing lists.

If you obtained a delivery estimate on a quotation or via communication with someone from our customer service team, please note that the delivery information provided is an estimate and not a guarantee of delivery. Availability information may change in real time due to prior sale or production scheduling. Though we will try our best to meet shipping deadlines for urgent requirements, we cannot guarantee delivery by a specific date.

 

Returns

Barring the exceptions noted below, unused merchandise in original condition and packaging may be returned for a full refund within 30 days of having shipped from Novo Surgical’s warehouse. Instruments returned without the original packaging intact will be subject to a nominal restocking fee. All returns must be accompanied by a completed Return Authorization Form obtained from our customer service or sales representatives. In addition, all returns must be pre-authorized with a Return Merchandise Authorization (RMA) number which is also obtained from our customer service team. This number must be obtained prior to shipping the return product back to our facility. Returns without the appropriate forms and authorization number will not be accepted.

Issue of an RMA number does not guarantee that credit will be issued to your customer account. Return credit is not issued until Novo Surgical receives the returned product, inspects it and deems it an acceptable item for return. Return shipping and handling is the responsibility of the customer, aside from cases of shipment error on the part of Novo Surgical.

The following items may not be returned for any reason other than manufacturer defect or damage in transit: 1. Instruments etched, engraved, repaired or modified by the customer in any way; 2. Used or processed instruments; 3. Custom-produced, non-catalog items; 4. Items that are marked with customer-specific engravings, including bar coding for tracking software