FAQ

Merit Pharmaceutical 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 Pharmaceutical 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.

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.

 

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.

 

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.

 

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.

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.

 

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.

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.

 

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.

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.

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.

• 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.

Merit accepts MasterCard, Visa, Discover and COD (Cash on Delivery). For International Sales, Merit accepts credit card or wire transfers.

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

Please e-mail your request to solutions@meritpharm.com or call Customer Service at (800) 421-9657 and speak with a customer service representative.

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.

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

• UPS Ground Delivery
• FedEx Ground Delivery
• FedEx Overnight, 2^nd Day Air or Express 3 Day Service
• UPS Overnight, 2^nd Day Air, or 3 Day Service
• USPS Priority Mail
• USPS Express Mil
• Parcel Post

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.

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.

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.

All returns must be within 15 days from date of invoice.
All items returned must be saleable, unopened, original container.
Special ordered items and refrigerated items may not be returned.
Returned items may be subject to a Restocking Fee.
All returns must include the Merit Return Authorization Form

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

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.

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.

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.

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.