ORDERING PRODUCTS:

By Phone: Our customer service representatives are available from 7 a.m. to 5 p.m. (PST) Monday through Friday to take your orders or answer any questions. Please have all information, including your account number, purchase order number, item(s) to be ordered, size and quantity, available.

LIFESTYLES TOLL FREE PHONE:	800.787.7226
MEDICAL TOLL FREE PHONE:	800.787.7226
EQUESTRIAN TOLL FREE PHONE::	888.924.6773

By Fax: Our fax line is open 24 hours/day, 7days/week. Please include your account number, purchase order number, item(s) to be ordered, size, quantity, name and signature. Orders will be processed the following business day. Also, include your fax number for a return fax confirmation.

TOLL FREE FAX: 888.329.7846

By Email: You may email your order or comments. Please include your account number, purchase order number, item(s) to be ordered, size, quantity and phone number.

order@supracor.com

By Mail: If you prefer to mail your order, include the same information as required by fax and mail it to:

SUPRACOR, INC. LifeStyles Division 2050 Corporate Ct. San Jose, CA 95131

SUPRACOR, INC. Medical Division 2050 Corporate Ct. San Jose, CA 95131

SUPRACOR, INC. Equestrian Division 2050 Corporate Ct. San Jose, CA 95131

SHIPPING & RECEIVING INFORMATION: F.O.B.

By UPS: Unless otherwise specified, we will ship your order by UPS ground in 2-3 business days. All of our products are shipped from our corporate headquarters in San Jose, CA. We are happy to deliver your order to your business or drop ship location. Also, you can utilize our will call facilities in San Jose. If you need your products sooner, we will be happy to ship by UPS Next Day or Second Day Air.
Express Delivery Charges Will Apply.

Receiving Products: Please inspect your packages upon arrival, and contact our customer service department within 7 days if there is any damage. Also report any damage to the freight carrier. Claims on freight damage or lost shipments must be made within 60 days of shipment. UPS offers Proof of Delivery for only 60 days after the product has been shipped.

PAYMENT INFORMATION:

Major Credit Cards Accepted: If you prefer to pay with a credit card, we accept Visa, MasterCard and American Express. Please have your credit card number, cardholder’s name and expiration date ready when placing your order by phone.

C.O.D. Available: If you prefer to have your order shipped C.O.D., please let the customer service representative know. A $8.50 service charge is the responsibility of the dealer and is due upon delivery.

Checks and Money Orders: We will accept a company check or money order as payment for your order. Checks are subject to approval.
Terms: Net 30

WARRANTY INFORMATION:

Lifestyle products come with a 90 day warranty, except the Sleep Pillow which has a one (1) year. The warranty includes damage due to workmanship, material defects or errors caused by the manufacturer. The warranty does not include daily wear and tear, cigarette burns or damage that is a result of disregarding the specific care instructions. The warranty periods for other Supracor Lifestyle products vary, but are subject to the same terms.

All Stimulite cushions come with a two year warranty. The warranty includes damage due to workmanship, material defects or errors caused by the manufacturer. The warranty does not include daily wear and tear or damage that is a result of disregarding the specific washing instructions.

Cushion covers are under warranty for ninety days. The warranty includes damage due to workmanship, material defects or errors caused by the manufacturer. Warranty does not include: cigarette burns, damage to the cover by sharp objects that may cause tears or color changes as a result of not washing the cover separately.

We offer a full three-year warranty on our Stimulite Honeycomb Mattress and Mattress Overlays and a five-year warranty on our Bassinet Mattress. The Mattress or Mattress Overlay’s cover is under warranty for ninety days. The warranty includes the same conditions as stated above for the cushions.

All Equestrian pads come with a full 2-year warranty. The warranty includes damage due to workmanship, material defects or errors cause by the manufacturer. The warranty does not include daily wear and tear, special cuts made by the dealer or end user or damage that is a result of disregarding the specific washing instructions. This warranty does not include: cigarette burns, damage to products by sharp objects that may cause tears or color changes as a result of not washing the products properly. The warranty periods for other Supracor Equestrian products vary, but are subject to the same terms.

RETURNING PRODUCTS:

We want our customers to be 100% satisfied. If for some reason you need to return an item for a replacement, our customer service department is happy to assist you. All returns require pre-authorization from Supracor and are subject to a 15% restocking fee and shipping and handling costs. Warranty returns will not be subject to the restocking fee. Please follow  these guidelines to insure that your return is processed promptly:

1. Call 800.787.7226 or 888.924.6773 and ask to speak with a customer service representative. Have the date of purchase, invoice number and serial number (if applicable) ready. The representative will issue you an RMA number.
2. Returns must be made in their original packaging, with the RMA number clearly marked on the outside of the box. All returns are subject to inspection.
3. Products must be returned with every item that came in the original package (i.e.laundry bag, cover, literature, etc.) as well as a copy of either the original packing list, sales order and/or the receipt.
4. Defective or discontinued products will be replaced or repaired based on the manufacturer’s policy.
5. Non-warranty returns must be unused (new & clean). A cleaning fee of $20.00 may be imposed. Warranty returns must also be clean or a $20.00 cleaning fee will apply.
6. Non-warranty returns must have an RMA number within 30 days and be returned within 60 days of purchase.
7. Any deviation from the above will prohibit a credit.
8. Supracor will issue credit to the account within 30 days of receipt of the product after inspection and approval. Credits must be used within 60 days.
9. No returns on customer orders with special cuts. Non-standard size orders may be subject to a restocking fee.

Thank you for your business!

We appreciate that you have taken the time to read our customer service policy. Your business is valuable to us and we look forward to serving your needs.

Supracor, Inc., reserves the right to discontinue any product in the catalog and on the website at any time without notice. Prices are subject to change without notice. No part of the catalog or website may be reproduced in any form or by any means—electronic, mechanical, photocopying, recording, or otherwise—without the express written permission of Supracor, Inc.