Frequently Asked Questions

The following answer some of the most commonly asked questions regarding Merit Pharmaceutical.  For any questions, please call Merit Customer Support at 800.421.9657.  A live person will answer the phone and help you Monday – Friday 7am – 5:00pm PST.  Or reach us by e-mail: solutions@meritpharm.com.

Commonly Asked Questions

How do I open an account?
Merit only sells to licensed Pharmacies, Physicians, Clinics, Surgery Centers, Wholesale Distributors and other licensed healthcare providers. Prescription drugs can only be sold to licensed and registered healthcare customers only.

If you would like to open an account with Merit Pharmaceutical, please fill out the Merit New Account Application. Please click here for the form. Merit must have on file a copy of your valid State license and Federal DEA registration. The completed application or to update your license, please e-mail your State and Federal DEA license to solutions@meritpharm.com or fax your State and Federal DEA license to 323.227-4833 or mailed to our offices: 2611 N. San Fernando Road, Los Angeles, CA 90065 USA. A healthcare representative will contact you for verification.

All orders for DEA controlled drugs must be verified and will only be shipped with delivery confirmation to the address shown on the DEA license. A healthcare representative will contact you for verification of the order. If you have any questions or need assistance, please call us at 800.421.9657 or e-mail us at solutions@meritpharm.com.

I currently phone in my orders. How do I order online?
If you have ordered from Merit Pharmaceutical you already have an account with us.  All you need to do is register for online ordering.  If you need your account number or a password, please call us at 800.421.9657 (M-F, 7am-5pm, PST) and someone in our customer service department will be happy to assist you.  You may also e-mail us at solutions@meritpharm.com for your account number and password.

I need or forgot my password or account number. How do I get my information?
If you need your account number or a password, please call us at 800.421.9657 (M-F, 7am-5pm, PST) and someone in our customer service department will be happy to assist you.  You may also e-mail us at solutions@meritpharm.com for your account number and password.  The password and account number will be provided after your identity is verified.

International Sales

Which countries do you ship to?
Merit Pharmaceutical ships internationally.  Please call customer service at 800.421.9657 or e-mail us at solutions@meritpharm.com for International Sales.  If you are calling after hours, please leave a message and we will return your call the next business day.

What are my shipping charges for International Shipments?
Shipping charges are based on the type of carrier used. FedEx International and UPS Worldwide are the options available at this time.  The shipping charges are prepaid and added to the invoice.  The exact charge for international orders cannot be determined until the order is packed and weighed because the charges are based on dimensional weight.

Is your site secure?
Merit Pharmaceutical understands your concerns when ordering online and using a credit card. Merit has taken many steps to protect your information:

  • We do not store any of your financial information.
  • We do not sell, lease, or give away your information to anyone.
  • We use Secure Socket Layer (SSL) technology to encrypt all transmitted data.
  • We process all orders using AuthorizeNet, one of the oldest and most trusted payment processors online. Click here to see how their process works.

Order, Shipping and Tracking Information

How do I know if you've received my order?
After your order has been placed, you will receive a confirmation number on the web page and you will receive an e-mail notification with a confirmation and summary of your order to the e-mail address provided.

When will my order ship?
All standard, in stock orders placed before 4pm PST will ship the same day. Merit does not ship products on Holidays or weekends. All orders received on the weekend or a Holiday will be shipped the following Monday.

Exceptions include:

  • Drop ship items shipped directly from the manufacturer. The delivery times vary.
  • Items that are shipped on ice. Shipped on ice items require refrigeration and are shipped Monday through Wednesday only to arrive within 1-2 business days.
How do I track my shipment?
Once the order is shipped, you will receive a tracking number with a FedEx, UPS, or US Post Office.

To track FedEx, go to www.fedex.com.

To track UPS, go to www.ups.com.

To track US Post Office, go to www.usps.gov.

You may also call us at (800) 421-9657 (M-F, 7am-5pm, PST) and someone in our customer service department will be happy to assist you and track the package.  You may also e-mail us at solutions@meritpharm.com.

What is your out of stock policy?
All out of stock items will be shipped immediately upon receipt from the supplier. In some cases where product will not be available for 90 days or more, your order may be cancelled.

Can I cancel my order?
If the order has not shipped, Merit will make every effort to cancel the order.  Please call Customer Service at 800.421.9657 (M-F, 7am-5:00pm PST) to cancel an order.  The request may also be e-mailed to solutions@meritpharm.com.

Can I check my order history online?
content forthcoming

What does Drop Ship, Ship on Ice, or Hazardous Materials mean?
  • Drop Ship Items: Drop ship items are products that are shipped directly from the manufacturer. Delivery times may vary between 1-3 weeks. Some manufacturers may add Drop Ship fees and freight charges that may vary by manufacturer.
  • Ship on Ice Items: These are items requiring refrigeration. They are shipped separately from the rest of your order. These items are shipped Monday through Wednesday only so they arrive in 1-2 business days. There is a $6.95 per order fee to cover additional handling on these items that will be added to the customer’s invoice. Refrigerated items cannot be returned.
  • Hazardous Materials: These are items that the Department of Transportation has determined that require special handling. These items cannot be shipped via Overnight or Second Day Air. Hazardous material charges are the responsibility of Customer and will be added to the Customer’s invoice.

Payment & Billing

What are my payment choices?
Merit accepts MasterCard, Visa, Discover and COD (Cash on Delivery).  For International Sales, Merit accepts credit card or wire transfers.

When will my credit card be billed?
Your credit card will only be billed when your order is shipped.

I need a copy of my invoice. How can I obtain one?
Please e-mail your request to solutions@meritpharm.com or call Customer Service at (800) 421-9657 and speak with a customer service representative.

How do I edit my account information?
Content forthcoming

Shipping & Returns

What are the shipping charges?
All shipping costs are prepaid and added to the invoice. Orders less than $40.00 have a service charge of $9.00 per shipment.

Additional charges may be applied for the following:

  • Orders not meeting the minimum order amount
  • Refrigerated or Ship-On-Ice Orders
  • Hazardous Materials
  • Fuel Surcharge
  • Orders outside the contiguous 48 states and international orders.  Please call customer service for more information.

All shipping charges are subject to change without notice.

Customer pays all shipping charges on special order drop shipments. Furniture and large equipment is shipped to your dock. Additional charges will be applied for lift gate service, inside delivery, or set up.

What are my shipping options?
Merit Pharmaceutical offers many options for cost effective shipping. The following shipping options are available:

  • UPS Ground Delivery
  • FedEx Ground Delivery
  • FedEx Overnight, 2nd Day Air or Express 3 Day Service
  • UPS Overnight, 2nd Day Air, or 3 Day Service
  • USPS Priority Mail
  • USPS Express Mil
  • Parcel Post
What do I do if I receive a damaged shipment?
All items delivered should be inspected for any damage.  If damage has occurred, please call customer service at 800.421.9657 or e-mail us at solutions@meritpharm.com.  If you are calling after hours, please leave a message and we will return your call the next business day.  All damages must be reported within 3 business days of delivery date.  Merit Pharmaceutical will file a damage claim with the carrier used and replace the items damaged.

What if I open my package and find items defective?
Please call customer service at 800.421.9657 or e-mail us at solutions@meritpharm.com.  If you are calling after hours, please leave a message and we will return your call the next business day.  All defective items must be reported within 30 days of invoice date.

What if I open my package and find items missing?
Please call customer service at 800.421.9657 or e-mail us at solutions@meritpharm.com.  If you are calling after hours, please leave a message and we will return your call the next business day.  Please note, sometimes multiple boxes are separated during the shipping process and should arrive the next business day.  Controlled Substances missing must be reported within 36 hours of receipt.

How do I return an item?
To return an item, you must complete the Return Authorization Form.  Please click here for the form.  Once the form is completed, a prepaid return label will be e-mailed to you.  The items you are returning must be packed correctly and the return label attached to the box.  The box may be handed to a UPS driver for return back to Merit.  Or you may call customer service at 800.421.9657.  All items must be returned within 30 days of the invoice date.  Credit will be given for damaged, defective or incorrectly shipped items.  In order to receive full credit, returned items must be unopened and in salable condition.  Please note, special and custom orders are not returnable.

Are there items that I cannot return?
The following products have restrictions or cannot be returned.

  • For Rx returns, the account must complete a Return Authorization Form and the return must be within 30 days of the invoice date.  The return authorization form must be returned to Merit for approval.  For the Return Authorization form, please click here.
  • Controlled Substances
  • Diagnostic Test Kits, Used Instruments
  • Drop Shipped or Special Order Products shipped from manufacturer
  • Expired Products
  • Hazardous/ORM Materials
  • Items Shipped on Ice or Dry Ice
  • Opened or Defaced Products
  • Special or Custom Orders

Product Information

How do I request a catalog?
In the notes section of your online order, please request a catalog.  You may also call Customer Service at 800.421.9657 (M-F, 7am-5:00pm PST) or e-mail us at solutions@meritpharm.com to request a catalog.  Please allow 7-10 business days for delivery.

I have an instrument or piece of equipment that needs to be repaired. What should I do?
All instruments and equipment in need of repair are returned directly to the manufacturer. Please call Customer Service at 800.421.9657 (M-F, 7am-5:00pm PST) for assistance.  Merit Pharmaceutical does not offer a warranty, either expressed or implied, for these products.

How do I get inserts and/or MSDS sheets?
Inserts and MSDS sheets are available.  Please call us at 800.421.9657 (M-F, 7am-5pm, PST) and someone in our customer service department will be happy to assist you.  You may also e-mail us at solutions@meritpharm.com.

How can I obtain information about an item that has been recalled?
Please call us at 800.421.9657 (M-F, 7am-5pm, PST) and someone in our customer service department will be happy to assist you.  You may also e-mail us at solutions@meritpharm.com.