1. Introduction

At MedFlow IO, we are committed to providing seamless and efficient fulfillment of medical DME products, specifically surgical dressings for post-operation care to medical providers and patients. Our fulfillment policy outlines our standard practices for processing, shipping, returns, and handling of lost, damaged, or defective items. Our aim is to ensure that our services meet your expectations and uphold the highest standards of care and efficiency.

2. Order Processing and Shipping

Orders for our collagen surgical primary dressings and secondary dressings are processed and shipped directly from our facility through our medical portal. Our standard shipping methods include:

• Overnight Air: Next day delivery for orders placed before the cut-off time.
• 2 Day Air: Delivery within two business days for orders placed before the cut-off time.

Orders are shipped the day following order creation by medical providers to the patient's address. Tracking information is made available in the medical portal, allowing both staff and providers to monitor the delivery status directly through the UPS portal using the provided tracking number.

3. Return, Refund, and Exchange Policy

We understand the critical nature of our products and the importance of ensuring they meet the needs of our clients. Our return policy is designed to address concerns related to payment and reimbursement:

• Non-charge to providers if payment from medical payers is not received, thanks to patient verification of coverage performed by our staff.
• Adjustment of charges to providers to match the price of reimbursement if it is less than the cost of goods, ensuring providers do not incur losses.

For returns or exchanges due to defects or errors in shipping, please contact our support team through the medical portal for immediate assistance and resolution.

4. Handling of Lost, Damaged, or Defective Items

In the event that items are lost, damaged, or defective, we take immediate steps to rectify the situation:

• Lost Items: A claim will be filed with the carrier, and a replacement shipment will be arranged at no additional cost to the provider or patient.
• Damaged or Defective Items: These items can be returned for a full refund or exchange, with shipping costs covered by MedFlow IO.

Please report any issues within 48 hours of receipt to ensure prompt resolution. Our team is dedicated to ensuring the satisfaction and safety of the patients and providers we serve.

5. Payment and Additional Fees

We strive to make our billing process as straightforward and transparent as possible:

• Accepted Payment Methods: Includes all major credit cards, bank transfers, and insurance billing when applicable.
• No Hidden Fees: All potential charges are communicated upfront, with no unexpected fees added at a later time.

For detailed billing inquiries or to discuss payment arrangements, please contact our billing department through the medical portal.

6. International Shipping

Currently, MedFlow IO focuses on serving medical providers and patients within the domestic market and does not offer international shipping. This policy allows us to maintain expedited delivery times and ensure the quality of our products upon arrival. We are constantly evaluating the needs of our clients and may consider expanding our shipping capabilities in the future.

7. Special Orders and Backorders

We understand that certain situations may require specialized orders, including bulk quantities or items that are not typically in stock:

• Special Orders: For products not regularly stocked or in large quantities, please contact us directly to discuss your needs and how we can best accommodate your order.
• Backorders: In the rare event an item is out of stock, it will be placed on backorder and shipped as soon as it becomes available. Customers will be notified of any expected delays.

Our team is committed to working closely with healthcare providers to ensure that supply needs are met promptly and accurately.

8. Privacy and Security of Information

The privacy and security of your information are paramount. All transactions and communications through our medical portal are encrypted and protected with the latest security measures:

• Confidentiality: We ensure that all customer information remains confidential and is used solely for the purpose of fulfilling orders and providing support.
• Data Protection: Our systems are regularly updated to include the latest security protocols, safeguarding your information against unauthorized access or breaches.

For more information on how we protect your information, please refer to our Privacy Policy or contact our support team.

9. Environmental Sustainability

MedFlow IO is dedicated to reducing our environmental impact and supporting sustainability in healthcare:

• Eco-friendly Packaging: We utilize recyclable or biodegradable materials whenever possible to package our products.
• Carbon-neutral Shipping: Efforts are being made to offset the carbon emissions generated by our shipping processes, including exploring options for carbon-neutral shipping methods.

We believe in the importance of caring for our planet while providing high-quality healthcare products and are committed to continuous improvement in this area.

10. Updates to Fulfillment Policy

Our fulfillment policy is subject to change based on evolving business needs, regulatory requirements, and customer feedback:

• Notification of Changes: Any significant changes to our fulfillment policy will be communicated through our website and medical portal.
• Review Periodically: We encourage our customers to review the fulfillment policy regularly to stay informed of any updates.

Your continued use of our services following any updates signifies your acceptance of these changes.

11. Feedback and Concerns

We value your feedback and are committed to continuously improving our services. If you have any concerns or suggestions regarding our fulfillment policy or your experience with MedFlow IO, please reach out to us:

• Customer Feedback: We welcome your suggestions and take them into consideration as part of our ongoing effort to enhance our services.
• Resolution of Concerns: Our team is dedicated to addressing and resolving any issues you may encounter in a timely and effective manner.

Your satisfaction is our priority, and we strive to exceed your expectations in every aspect of our service.

12. Contact Information

For any questions or concerns regarding our fulfillment policy or to seek assistance with an order:

• Visit the Help Section in our medical portal for FAQs and to submit support tickets.
• Email our customer support team for direct assistance at info@medflowio.com.

Your satisfaction is our top priority. We're here to ensure your experience with MedFlow IO is positive and meets your professional healthcare needs.