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Click on your question below and jump straight to the answer. If you don't find the answer you need or continue to have trouble, please contact us. Shopping and Checkout Questions How do I shop on this site? What is my Pin Code? Can I use my username and password from the old Hopkins website? What is Express Ordering? How do I change quantities? Can I charge this order to my company, agency or organization? What credit cards do you accept? Are there any special savings available when I purchase online? What kind of sales tax do I have to pay when I shop at the Hopkins Medical Products Webstore? Can I ship a single order to multiple addresses? How do you handle orders outside the USA? What are your shipping rates? The Web site is busy. Can I e-mail my order? How do I cancel an order? How do I return or exchange something I purchased from Hopkins Medical Products ? How Do I Pay For My Order? Can I charge this order to my company, agency or organization? What kind of sales tax do I have to pay when I shop at the Hopkins Medical Products Webstore? Can I bill to an international address at the Hopkins Medical Products website? What are your shipping rates? Security and Privacy Questions I'm worried about credit card fraud. Is this site secure? What if I don't want to pay by credit card? What is your privacy policy? How do I unsubscribe from your e-mail list? Delivery Questions What is the general delivery process? What is the charge for Rush or Overnight air delivery? Can I ship to APO/FPO addresses through the Hopkins Medical Products website? How do I cancel an order? How do I return or exchange something I purchased from Hopkins Medical Products ? Contacting Hopkins Medical Products Where are you located/What is your address and phone number? Trouble with your Hopkins Medical Products Account? I've ordered from you before, why can't I log in? I set up an account previously, but I can't remember my password My e-mail address has changed, what do I do? When I try to enter my e-mail address, it tells me "User does not exist" I keep getting "The password you supplied is incorrect" when it is the same password I used to sign up with! Shopping and Checkout Questions How do I shop on this site? For your shopping convenience, we use what is called a "shopping cart" to help you order online. This shopping cart works just the same as a real shopping cart - it collects items you want to purchase until checkout time. Simply browse the store and when you want to purchase an item, just click "order" and that item is added to your cart. After ordering each item, you'll be shown a "Your Shopping Cart" screen that displays your items as well as a subtotal. When you are finished shopping, click "checkout" (a link on "Your Shopping Cart" screen) and follow the easy steps from there. Navigation: We have tried to make our site as simple and easy-to-use as possible. The main destinations you will probably use are shown as an index down the side bar of each page. Getting Started: If you would like to browse the site, the best place to start is to click one of the Categories that you are interested in on the left navigation bar This will take you to the main Category page with a listing of the Sub-Categories. Searching: If you have an idea of what you'd like, try an Item Search in the search box that appears on the top right of every screen. If you know the item name, enter it in the search field and enclose it in quotation marks. This finds an exact match for the item, instead of searching for the words individually (as a search not enclosed in quotes does). If you know the item number, enter it in the "Item Number" field on the Express Order page. Back to top What is my Pin Code? For your security we require customers who purchase supplies on account from Hopkins Medical Products to enter a secret Pin code the first time they order online using the new Hopkins web site. Once you have entered your Pin code you will not be asked for it again. If you are an existing Hopkins account holder you should have received a letter containing your Pin code in the mail. If you did not receive this information via mail please call our Customer Service Department at 1-800-835-1995, 8:30 a.m. to 5:00 p.m. ET, Monday-Friday and they will assist you. We apologize for any inconvenience that this additional layer of security may cause however we feel that the requirement allows us to process our customer's orders more efficiently and securely. Can I use my username and password from the old Hopkins website? Unfortunately you cannot use your old username and password from the old Hopkins website. Our new system is completely integrated and much improved thus we are requesting that you create a new e-account on the new site. However during the process of creating a new e-account you can choose your username and password and if you so choose these may be the same as the username and password you used on the old Hopkins website. However please note that if you have previously purchased from Hopkins either via the catalog or online please contact us so we can send you your secure user PIN ID number which you can use to login. Using this pin the site will automatically make your order history, part history and account details available to you. Just call 1-800-835-1995 between 8:30 a.m. and 5:00 p.m. E.T., Monday-Friday, and have your Hopkins Customer Account number or your last order number handy and the customer service representative will have you setup in a flash. Back to top Express Ordering? If you already know the item numbers for what you want (for example, if you have a catalog in hand), try the Express Ordering. We'll add the items to your order, and then you're on to checkout...it's that simple! How do I change quantities? When you click "order", one of the selected items is added to your shopping cart. If you want more than one, simply adjust the quantity on the "Your Shopping Cart" screen (that loads directly after clicking the "order" button), and click the "update" button. If you ever want to remove an item from your cart, just enter "0" in the quantity field, then click the "update" button or click the trash can icon next to that item. Once an order is submitted through the Hopkins Medical Products Webstore, it goes immediately into the system for processing, and it may be too late to change (all orders, however, may be returned). If you think it may NOT be too late to change, call our Customer Service Department at 1-800-835-1995, 8:30 a.m. to 5:00 p.m. ET, Monday-Friday, and we will do our best for you. Have your Order Number ready for the Hopkins Medical Products representative. Can I charge this order to my company, agency or organization? Yes. You may charge your Hopkins account. However in order to be able to order on credit from Hopkins Medical Products your account needs to be approved by our accounting department. At this time credit is only extended to our regsitered business customers. In order to begin the approval process you should print out a copy of our Hopkins Credit application which can be found by clicking here. Complete the form, have the authorized person sign the completed copy. Fax it to the attention of the accounting department at 410-484-4036 or email as a PDF attachment to customerservice@hopkinsmedical.net, along with your first order. A Hopkins Order Form can be found by Clicking here. It can take up to 2 business days for the approval process to be completed. You will be contacted by accounting once a decision has been made. Back to top What credit cards do you accept? We accept Visa, MasterCard, Discover, and American Express. Your credit card or Hopkins account will not be charged until your items are shipped. Are there any special savings available when I purchase online? Currently the Hopkins Medical Products Webstore offers the same savings offered in our printed catalog. Web-only specials are offered periodically throughout the year. What kind of sales tax do I have to pay when I shop at the Hopkins Medical Products Webstore? If your Hopkins Medical Products Webstore order is shipped to Maryland or Indiana, you will have to pay the appropriate sales tax for that state, (Maryland 6% and Indiana 7%). Back to top Can I ship a single order to multiple addresses? Unfortunately, at this time our site does not support multiple ship-to addresses. However, our account system makes it easy to place separate orders. How do you handle orders outside the USA? We ship anywhere in the world. For orders outside the USA and Puerto Rico, you must call our customer service department at 1-800-835-1995, between 8:30 a.m.-5:00 p.m. ET, Monday - Friday or email customerservice@hopkinsmedical.net. We accept only credit card or money orders drawn on U.S. Funds for foreign shipments. The Web site is busy. Can I e-mail my order? We're sorry. We cannot accept orders via e-mail. Sending personal information, especially your credit card, through e-mail is not safe or secure and should not be used. If you need to place an order and can't access the Hopkins Medical Products Webstore, please call the toll-free number: 1-800-835-1995, 8:30 a.m. to 5:00 p.m. ET, Monday - Friday. Back to top How do I cancel an order? Once an order is submitted through the Hopkins Medical Products Webstore, it goes immediately into the system for processing, and it may be too late to cancel (all orders, however, may be returned). If you think it may NOT be too late to cancel, call our Customer Service Department at 1-800-835-1995 between 8:30 a.m. to 5:00 p.m. ET, Monday-Friday, and we will do our best for you. Have your Order Number ready for the Hopkins Medical Products representative. What are your shipping rates? Please see our shipping rates. Back to top Security and Privacy Questions I'm worried about credit card fraud, is this site secure? For your comfort and safety, Hopkins Medical Products uses secure server technology (Secure Sockets Layer or SSL) to virtually eliminate the risk of an unwanted intermediary obtaining your credit card information during transmission. SSL is the standard in secure Web transactions and is the best technology available today. All versions of 4.0 (and higher) browsers including Netscape, Microsoft Internet Explorer and AOL support the technology, but other browsers may also support it. We suggest upgrading to the newest version of your browser for maximum efficiency. Information on how to activate secure mode is available when you check out your items from this site. Back to top What if I don't want to pay by credit card? No problem. Though we believe in the safety and security of sending credit information over the Web, we do provide alternative methods of ordering.
We take the privacy of your personal information very seriously. Please take a moment to view our full privacy policy. Back to top Delivery Questions What is the general delivery process? We use both United Parcel Service and U.S. Postal Service to ship most orders. Orders shipped from our warehouse can be delivered in 7-10 days from date of order (see shipping rate chart). Items personalized or shipped direct from our suppliers may require 3-4 weeks for delivery. Items ordered together are sometimes shipped separately. You will be notified if an item is temporarily out of stock. Credit card orders are charged only as each item is shipped. What is the charge for Express or Overnight air delivery? Express Delivery to 48 Mainland States: See our shipping rate chart for further information. Overnight Delivery to 48 Mainland States: See our shipping rate chart for further information.
Can I ship to APO/FPO addresses through the Hopkins Medical Products website? Orders shipping to APO/FPO addresses must be shipped by USPS. Please call our customer service department at 1-800-835-1995 between 8:30 a.m. to 5:00 p.m. ET, Monday-Friday, or fax to 410-484-4036 to place your order. Back to top Contacting Hopkins Medical Products Where are you located/What is your address and phone number? We are located in Maryland, USA. Here's our address and contact information: Hopkins Medical Products 5 Greenwood Place Baltimore, MD, 21208 United States of America Mon to Fri 8:30 a.m.to 5:00 p.m. ET Ordering : 1-800-835-1995 Fax: 410-484-4036 Customer Service: 1-800-835-1995 8:30 a.m. to 5:00 p.m. ET, Monday-Friday E-Mail: customerservice@hopkinsmedical.net Back to top Account Questions I've ordered from you before, why can't I log in? Unfortunately, having ordered offline does not automatically give you an account on our site. But setting one up is easy! Simply fill in the fields in the "New Account" section and continue with your order. You will have to fill in all of your information for this order, but on subsequent orders you can log in using the "Existing Account" section and your information will be recalled. I set up an account previously, but I can't remember my password. No problem. Just click the "forgot password" link on the login page. You will go to a screen that asks you to enter your e-mail address, and once you click "submit" you will be e-mailed a new password. If you would like to set your own password so that it will be more memorable (recommended), then follow the instructions in the e-mail you receive to set your own password. Once you are done with this, simply return to the site to the login screen. The site will have remembered your order. My e-mail address has changed, what do I do? Contact our Customer Service Department by calling 1-800-835-1995 between 8:30 a.m. and 5:00 p.m. ET, Monday through Friday, or email customerservice@hopkinsmedical.net and provide your Hopkins Account Number, your name, and your new email address. We will update your account so your correct email address is on file and we can allow you to re-access your web account without the hassle of creating a new one. When I try to enter my e-mail address, it tells me "User does not exist" There could be a number of reasons for this. The account system is case-sensitive, so be sure you are entering your e-mail address and password just as you typed them when you created your account. Also, be sure your Caps Lock is not on. Sometimes e-mail addresses can have slightly different domains, for example "user@email.msn.com" and "user@msn.com" are actually the same e-mail address, but one will not match the other on our account system. Be sure you're using the same e-mail domain you signed up with. If you are an AOL user, be sure to check that you are adding "@aol.com" to your screen name. Finally, be sure you're adding the correct extension on to your e-mail domain name, for example ".com", ".net" or ".org". If none of these suggestions help please contact us and we can look up your account. I keep getting "The password you supplied is incorrect" when it is the same password I used to sign up with! Remember, the account system is case sensitive. You have to type in your login and password exactly as you entered it when you created the account. You may want to check the original e-mail we sent you containing this information (if you saved it). Also, be sure to check your Caps Lock is not on. If all else fails, follow the "forgot password" link to receive a replacement password. Back to top Back to the Home Page |