How can we help?

MedGrid is a wholesale medical marketplace: vendors and pharmacies list products, verified practices buy them, and prescription orders go to the pharmacy that dispenses each product. Buying needs a verified NPI; controlled products also need a verified DEA registration.

Phone support is Monday to Friday, 9am to 6pm Eastern, at +1 (888) 415-2175. Email info@medgrid.com any time and we reply within one business day. Adverse events are handled 24/7 by phone.

On a product, use Ask the vendor. On an order's page, use Raise a ticket: it reaches that vendor and MedGrid support.

My tickets, under your name at the top right, lists every conversation, and every reply also comes to you by email.

No. Lane summaries and knowledge-base answers are orientation. Confirm any classification against current FDA guidance and your state board.

Customer Support: Monday – Friday, 9am – 6pm Eastern. Adverse events and security issues are covered 24/7 — call the emergency line or email security@medgrid.com and we'll respond within 1 hour.

Every order moves through Submitted, Processing, Dispatched, On the Way and Delivered. Once it ships, the order's Tracking section shows the carrier's own steps.

A cart with products from several vendors or pharmacies ships as one package from each, each with its own tracking.

Orders can't be edited once they're placed. Until an order ships, ask to cancel it with Request cancellation on the order in your account, or open a support ticket, and we'll check with the vendor or pharmacy. Once it has shipped, request a return instead.

Tier pricing, a per-account price match, or a coupon-gated offer. The price applied at checkout is the one that governs; a quote holds its price until it expires.

Their buyer-approval rules are not satisfied yet. Vendor Access lists what each one requires: documents to sign, information to submit.

Escalate the case. After the vendor's target resolution passes, MedGrid ops takes the order over directly.

It depends on the product. Compounded and patient-specific products, biologics and anything temperature-controlled, opened sterile injectables, controlled substances and custom orders are final sale.

Damaged, defective or wrong items: tell us within 72 hours of delivery. Unopened devices and equipment: within 14 days, and a restocking fee of up to 20% may apply. The Return and Refund Policy has the details.

Email info@medgrid.com with your order number, what's coming back and why, within the time limits in the Return and Refund Policy. For damaged or wrong items, include photos of the product and the packaging.

Don't ship anything back until we confirm the return in writing; we may send you a prepaid label. An approved return is refunded to how you paid.

MedGrid Pay, card and bank transfer (ACH) at checkout, and wire transfer above a minimum order when it's offered. Saved cards and bank accounts are under Payment methods.

A card is charged when you place the order. With bank transfer (ACH) or wire, the order goes through once your payment arrives. A prescription refill is a new order, paid the same way.

Your bank declined the charge. Check the card's expiry date under Payment methods, add another card there, or pay by bank transfer (ACH) instead. If it keeps happening, call your bank and ask them to allow charges from MedGrid.

Approved refunds go back to the card or bank account you paid with, usually within 10 to 14 business days, depending on your bank. An order that wasn't paid by card or bank is refunded as account credit.

Open a support ticket right away with the date and amount. Please don't dispute it with your bank first: a chargeback freezes the order until the bank decides, which can take 60 days or more. If the charge is our mistake, we refund it.

Each vendor sets its own lead time, shown on its store page, and many products show a ship-by countdown. You're emailed at each shipping step, and the tracking number appears on the order as soon as it ships.

The dispensing pharmacy or vendor, from the method picked at checkout. Cold-chain lines are restricted to the services that hold temperature for the transit time.

Open the order from Orders. The carrier and tracking number appear as soon as it ships, and Deliveries lists everything on its way. Everyone with a login on your practice sees the same orders and tracking.

Open a support ticket with the order number. We start a trace with the carrier, which usually takes 2 to 5 business days, then arrange a replacement or refund.

Out-of-stock products can't be added to the cart; the product page shows when they're back. If something on an order you've already placed can't be filled, open a support ticket and we'll sort it out with the vendor.

Email info@medgrid.com within 72 hours of delivery with your order number, what arrived and a photo of it. Keep the product until we tell you how to send it back. You'll get the right product or a refund at no cost to you.

Don't use it, and report it the day it arrives: email info@medgrid.com with your order number, the lot number and photos of the package, the product and any temperature indicator. Keep everything until the claim is resolved. A confirmed problem is replaced, or refunded if a replacement isn't available.

One of six ways a product can be made: 503A, 503B, FDA-approved, and so on. Regulatory Lanes walks each one: who may make it, and what it means for your practice.

On the sign-in page, choose Forgot password and enter your login email. We email a link to set a new password; it works for four days, and asking for another cancels the first. Nothing after a few minutes? Check spam, then open a support ticket.

Yes. Open Patient Education (Marketing Studio for reps and vendors), then the QR codes tab: scanning your Login QR with your phone's camera signs you in. Each code works for 2 days, and Regenerate makes a new one at any time.