Frequently Asked Questions

What are your customer service hours?

You can reach a customer service representative at Doctor Medica between 9:00 A.M. and 6:00 P.M. EST weekdays. You can also order online from twenty-four hours a day and seven days a week.

Who can order from

To order medical supplies from Doctor Medica, you must be an individual or corporation that is licensed to handle the products you order. Under no circumstances will we sell medical products to unlicensed individuals. If you are unsure about the exact licensing requirements, please feel free to contact us.

Can I order from Doctor Medica if I live outside of Europe?

You can order from Doctor Medica from many other regions of the world. It is solely your responsibility to import and comply with your local laws and regulatory authorities. All orders are ex-works at the shipping location in Europe.

Do you offer wholesale discounts?

Yes, we offer special product discounts to small- and medium-sized wholesalers. You can reach us at to learn more about our low prices when ordering large quantities.

How do I reset my password? What if I have trouble logging in to my account?

If you are having problems logging in to, or if you need to reset your password, you can contact one of our customer service representatives.

Can someone order from Doctor Medica on my behalf?

If you wish, a third party, such as your medical secretary, can place orders for you from Doctor Medica. However, to do this, the licensed person or corporation must sign an authorization form and send it to us by fax or email. If you are unsure what to do, feel free to contact our customer service representatives for help.

How do discounts work on Doctor Medica?

When you order wholesale medical supplies from Doctor Medica, you can get discounts by ordering a larger volume. The more you buy, the lower the price. Usually you can save more by ordering 10 products at a time versus ordering 5 products, for example. Details about discount prices are available on each product page of and will be applied to the items in your shopping cart when you place your order.

Do I need to order a minimum quantity to get wholesale prices?

You do not need to order a minimum quantity, although you do get better prices the more of one product you order at a time. If you do spend less than $250, there will be a $50 shipping fee.

Which currency is on the website?

All prices on appear in U.S. dollars. However, we also offer a convenient drop-down option to switch to another currency for information purposes only. When you place your order, the price will reflect the actual amount and currency you will be charged.

Which payment methods do you accept?

We accept Visa, Mastercard, and American Express.

Do you offer any referral incentives?

If you know of someone else who would be interested in purchasing medical products from, we will be happy to thank you with a referral incentive of $400 account credit. If you are an existing customer, just refer a new client and once they place their first order of at least $1,500, we will give you and the person you referred a $400 credit on your account. You can use this credit to purchase any product on our website. To participate in our referral program, either tell them to mention your name when they sign up a new account, use our referral form online or tell us their name and contact information so we can contact them to set up a new account.

Do you offer any incentives if I am a returning client?

If you have been purchasing medical products elsewhere because you were getting a better price, just let us know. When you show us proof of the competitor price, and that their terms are equal to ours, we will meet or beat that price.

When will I get my order?

Once we process your order, we will ship your product out within the next two business days. Rarely, we may not have the item in stock when you place your order due to high demand, in which case we will let you know when you place your order. The time it takes your order to reach you varies, but it usually arrives within seven to ten days. When you phone our customer service associates, they may be able to give you a better estimate of when your order will arrive. Within twenty-four hours of shipping your order, we will send you a tracking number.

Which shipping methods can I choose?

Shipping methods that are available can vary by region. To discuss your options, contact one of our customer service representatives.

How do I know the products you sell are genuine?

Doctor Medica only sells genuine, original products. You will receive the products unadulterated and sealed in the original manufacturer\'s packaging. When the products arrive, please check the integrity of the packaging.

Where do products on come from?

The products on our website are genuine products that come from Europe.

What type of packaging do you use to ship my order?

If the products you have ordered are not temperature sensitive, we ship them cushioned in regular cardboard boxes sized appropriately to the items ordered. If the products are heat-sensitive, we will ship them in thermo-regulated packages with reinforced cushioning and ice packs to keep them safe for up to ten days while in transit.

How much does shipping cost from Doctor Medica?

When you order $250 or more, shipping is absolutely free. However, if you spend less than $250, there will be a $50 shipping charge. There may be an exception depending on your location, but if you have any concerns please contact one of our customer service representatives.

Do you provide payment terms?

Since we deal with international transactions, we are unable to provide you with payment terms such as a 30-day term.

What if I am interested in a product that is not on your website?

We will be happy to check if a product you are interested in is available. Please email or phone the Doctor Medica customer service team.

What if I find a cheaper price on medical supplies somewhere else?

Although Doctor Medica works hard to bring you the lowest possible price on medical injectables and other supplies, if you do find a lower price, please let us know. When you send us proof of the lower price and the terms are similar to ours, we will do our best to meet or beat it.

How do I return a product or get a refund?

Although unlikely, if you are unhappy with your order, please contact us. If the item is temperature-sensitive, we will only accept returns or offer refunds if we misrepresented the product and its packaging when you placed your order; the package arrived warm, above 8 degrees Celsius; your package arrived damaged; or when you initially use the product it is proven to be inactive. If this is the case, you should keep the product in your refrigerator until we give you further instructions. To return a temperature-sensitive product, you need to ship it back similarly to how it arrived, with a Styrofoam box and ice packs inside a cardboard box. If we determine that you should receive a refund for your products, you can request a replacement product or a full refund for that item. All returns and refunds are at Doctor Medica\'s discretion, and we do not guarantee we will accept a return or offer a refund under all circumstances.

How do the products from Doctor Medica differ from the ones I usually order?

The only difference between the products you usually order locally and the ones you order online from is the cosmetic appearance of the packaging, and of course the cost. Since multinational manufacturers must adjust their packaging according to the requirements of the distribution country, there may be slight differences in packaging. In many cases, products are manufactured overseas and different companies have distribution rights in specific regions. For example, in the U.K., Orthovisc is distributed by Hospital Innovations Ltd., but in the U.S., Orthovisc is distributed by DePuy Mitek, Inc. In many cases, multiple regulatory authorities such as the FDA, Health Canada, and others will approve a single manufacturing facility that provides products worldwide. If you want to know more about any of the products we sell on, one of our knowledgeable customer care associates would be happy to help.

Where can I learn more about Doctor Medica policies?

Read our Privacy Policy and Terms of Service for more information.

Contact us
Mon-Fri 9am to 6pm EST
Phone 1-866-343-2413
Fax 1-888-793-2862