Customer Service

Our Pledge

 

Our Pledge
To provide our customers with the highest quality surgical instruments in the industry along with exceptional customer service. We can be your single resource for answering questions, conducting research and purchasing instruments. Call Us Today at 877-669-7646 or E-mail Customer Service at CS@superiorsurgical.com

We Answer The Phone
At Superior Surgical, when you give us a call, you will get a live person with no complex menus to navigate through. This is our way showing how much we value our customers. If you are put on hold, we promise it will not be more than 1-2 minutes. If you leave a message for one of our Product Consultants, you will always receive a call back that same business day. So, give us a call at (877) 669-7946 - our Product Consultants are standing by to help you Today.
 
Rapid Quote
Many suppliers can take up to a few days to return a surgical instrument quote, however, in most cases, time is of the essence. You can make your purchasing experience as timely and efficiently as possible with Superior Surgical’s RapidQuote™ system. Our pledge is to deliver your quote immediately, and within 24-48 hours for those harder-to-find instruments or full-set quotes.
 
100%  Satisfaction Guaranteed
Superior Surgical is devoted to obtaining 100% satisfaction for ALL of our customers. To achieve this, we’ve introduced the 100% Surgeon Satisfaction Guarantee, featuring a 30-Day, In-Trial, No-Risk return policy. If for any reason you or your surgeons are not completely satisfied with our surgical instrument, simply return it with no questions asked.  We will even pick up the return shipping cost.

 

 

 

 

Cross-Reference Help

 

We can reference ANY catalog number from ANY instrument supplier

ACCUTOME*
ACMI*
ADLER*
AESCULAP*
AKORN OPHTHALMICS*
AKRON/METICO*
AMBLER SURGICAL*
ASICO*
ASSI*
BAUSCH & LOMB*
BIOMET*
BOSS*
BUXTON*
CIRCON*
CODMAN*
COOPER*
DAVOL*
DEPUY*
DIAMATRIX*
EUROMED*
FEHLING*
FINE SURGICAL*
FORTRAD*
GENZYME*
GERHARD*
GEORGE TIEMANN*
GYRUS*
HANS GUEDER*
HOWMEDICA*
INNOMED*
INTEGRA*
JARIT*
HARPER*
KARL ILG*
KARL STORZ*
KATENA*
K-MEDIC*
KMI*
KONIG*
KOROS*
MADER*
MARINA MEDICAL*
MARTIN*
MEDICON*
MEDLINE*
LINK AMERICA*
MICRA*
MICRINS*
MICROMEDICS*
MILLENNIUM SURGICAL
MILTEX*
MORIA*
MSI*
OLYMPUS*
PADGETT*
PILLING-WECK*
R&B SURGICAL*
REDMOND*
RHEIN*
RICHARD WOLF*
RICHARDS ORTHOPEDIC*
ROBOZ*
RUGGLES*
RICHARDS ENT*
S&T MICROSURGICAL*
SCANLAN*
SIMPSON BAYSE*
SKLAR*
SMITH & NEPHEW*
SNOWDEN PENCER*
SOLAN*
SOLOS ENDOSCOPY*
SOLOS OPHTHALMOLOGY*
SONTEC*
SPARTA*
SSI*
STEALTH SURGICAL*
STEPHENS*
STILLE*
STORZ INSTRUMENTS*
STRYKER*
SYNTHES*
T KOROS SURGICAL*
TIEMANN*
V. MUELLER*
VOLRATH*
W. LORENZ*
WECK*
WEXLER*
WILSON OPHTHALMIC*
WISAP*
XOMED TREACE*
ZIMMER*
ZINNANTI*

*The above referenced company names are registered trademarks of the respective owners of the companies. Superior Surgical, LLC and superiorsurgical.com are not affiliated with the above companies. Superior Surgical does not buy or distribute products from the above companies.

 

 

 

 

 

Return Policy

Return Goods Policy:
A Returned Goods Authorization number (RGA) must be obtained prior to returning any product(s) to Superior Surgical. Product(s) returned without an RGA number will be returned to the customer or distributor, at our cost, with a letter of explanation. Returns can only be granted and authorized by obtaining an RGA number from Superior Surgical customer service at 1-877-669-7646. Issuance of an RGA number should not be interpreted as a final credit to your customer account. Superior Surgical reserves the right to evaluate incoming returns prior to issuing any customer credit. Non-returnable products received by Superior Surgical will be returned directly to the customer, at our cost, with a letter of explanation. Sterile products, which have been opened, returned out of the original package, or returned after the sterile expiration date, are not returnable. Any instruments that are returned damaged will be repaired. The cost of the repair will be deducted from the credited amount. Private labeled, custom made, or custom etched products are not returnable. Superior Surgical will not refund any expedited Air shipment costs, i.e. First Overnight, Priority Overnight, 2 Day, or International shipping. Company specific return policies are listed below.

- Superior Surgical:
Full credit will be issued for any instrument returned within 30 days of invoice date, provided the instrument is returned in perfect condition. Product(s) must be returned in its original packaging. There will be a 20% restocking fee for products returned after 30 days but before 45 days after receipt of shipment. No returns will be accepted 45 days after receipt of shipment.

- Aaron Medical:
There will be a 20% restocking fee on all products returned within 60 days of invoice date, provided the instrument is returned in perfect condition. No returns will be accepted 60 days after receipt of shipment. Sterile products, which have been opened, returned out of the original package, or returned after the sterile expiration date, are not returnable. 

- Alger Company:
Full credit will be issued for any instrument returned within 30 days of invoice date, provided the instrument is returned in perfect condition. No returns will be accepted 30 days after receipt of shipment. Sterile products, which have been opened, returned out of the original package, or returned after the sterile expiration date, are not returnable.

- Angiotech/Sharpoint:
Full credit will be issued for any suture returned within 60 days of invoice date, provided the suture is returned in perfect condition. There will be a 40% restocking fee for suture returned after 60 days but before 6 months after receipt of shipment. No returns will be accepted after 6 months from receipt of shipment. Sterile products, which have been opened, returned out of the original package, or returned after the sterile expiration date, are not returnable.

- Duckworth & Kent:
There will be a 15% restocking fee on all products returned within 30 days of invoice date, provided the products are returned in perfect condition. No returns will be accepted 30 days after receipt of shipment. Products that are sterilized are non-returnable. Orders for more than ( 1 ) quantity of any item are automatically non-returnable.

- Medin Trays:
There will be a 25% restocking fee on all products returned within 45 days of invoice date, provided the products are returned in perfect condition. There will be a 40% restocking fee for products returned after 45 days but before 60 days after receipt of shipment. No returns will be accepted 60 days after receipt of shipment. Products that are sterilized are non-returnable. All defective products must be reported to Superior Surgical within 2 days after receipt of products or the claim will not be honored.

- Miltex:
Full credit will be issued for any instrument returned within 30 days of invoice date, provided the instrument is returned in perfect condition. Product(s) must be returned in its original packaging. There will be a 25% restocking fee for products returned after 30 days but before 60 days after receipt of shipment. No returns will be accepted 60 days after receipt of shipment.

- Micro Surgical Technology:
There will be a 25% restocking fee on all products returned within 60 days of invoice date, provided the products are returned in perfect condition. No returns will be accepted 60 days after receipt of shipment. Products that are sterilized are non-returnable.

- Ocular Instruments:
Full credit will be issued for any instrument returned within 30 days of invoice date, provided the lenses are returned in perfect condition. Please clean and disinfect all products prior to returning. No returns will be accepted 30 days after receipt of shipment.

- Oculo-Plastik:
Full credit will be issued for any instrument returned within 30 days of invoice date, provided the instrument is returned in perfect condition. Product(s) must be returned in its original packaging. There will be a 25% restocking fee for products returned after 30 days but before 60 days after receipt of shipment. No returns will be accepted 60 days after receipt of shipment. Products that are sterilized are non-returnable.

- Polarware Trays:
There will be a 25% restocking fee on all products returned within 60 days of invoice date, provided the products are returned in perfect condition. No returns will be accepted 60 days after receipt of shipment.

- PST Trays:
Full credit will be issued for any instrument returned within 30 days of invoice date, provided the instrument is returned in perfect condition. There will be a 25% restocking fee for products returned after 30 days but before 45 days after receipt of shipment. No returns will be accepted 45 days after receipt of shipment.

- SciCan:
There will be a 25% restocking fee on all products returned within 30 days of invoice date, provided the product is returned in perfect condition. No returns will be accepted 30 days after receipt of shipment.  

Payment Options

All invoices are payable Net 30 days from date of invoice for all accounts with approved line of credit. If you do not currently have a line of credit with Superior Surgical then all orders must be paid for in full before shipment will be made. Superior accepts Visa, MasterCard, and American Express, pre-paid company check, cashier’s check, or money orders. Prices subject to change without notice.

Credit:
Superior Surgical reserves the right to refuse orders, suspend credit and cancel unfulfilled orders when credit conditions of a customer warrant such action. If you need to open a Line of Credit with Superior Surgical please download the required document below.

Shipping Options

Shipping Options:
Orders placed before 12 PM EST normally ship within 1-2 business days. On occasion we might not have the item you ordered in stock. For more information on backorders and delivery times please contact us. All shipping is pre-pay and add. We do offer third party billing, but you must contact us directly. Prices quoted are FOB Gilbertsville, PA to a business address, shipments to residential addresses may be billed at a higher rate. Prices are subject to change without notice. All orders will be shipped via FedEx/UPS. If a special request is made, an additional handling charge will then be included on the invoice to cover the resulting processing and carrier charges. Outside the Continental U.S. the buyer is responsible for any other shipping charges that apply (customs, duties, etc.)

FedEx Shipping charges for a 1lb. box in Zone 1:

- FedEx First Overnight - Next Business Day Delivery by 8:00-10:00AM* - $85.00
- FedEx Priority Overnight - Next Business Day Delivery by 10:30AM* - $40.00
- FedEx 2 Day - Delivery in Two Business Days by 4:30PM - $20.00
- FedEx Ground - Delivery in Three Business Days or Less - $10.00
States in Zone 1: AL, CT, DE, FL, GA, IA, IL, IN, KS, KY, MA, MD, ME, MI, MN, MO, MS, NC, NH, NJ, NY, OH, PA, RI, SC, TN, VA, VT, WI, WV.


FedEx Shipping charges for a 1lb. box in Zone 2:

- FedEx First Overnight - Next Business Day Delivery by 8:00-10:00AM* - $95.00
- FedEx Priority Overnight - Next Business Day Delivery by 10:30AM* - $45.00
- FedEx 2 Day - Delivery in Two Business Days by 4:30PM - $20.00
- FedEx Express Saver - Delivery in Three Business Days by 4:30PM - $10.00

States in Zone 2
: AK, AR, AZ, CA, CO, HI, ID, LA, MT, ND, NE, NM, NV, OK, OR, SD, TX, UT, WA, WY.
*Delivery times vary depending on your exact location and all services listed may not be available. Please note an additional fee of $25.00-35.00 may be added if products are requested to be drop-shipped directly from any of Superior Surgical’s manufacturer’s or suppliers' facilities.

Security and Privacy

Information Collection and Use
Superior Surgical is the sole owner of information collected on this site. We will not sell, share, or rent this information to any outside parties, except as outlined in this policy. We collect information from our customers to process orders and better serve you with pertinent information, such as order confirmations and order status updates. Information collected includes your name, shipping address, billing address, telephone numbers, e-mail address, and payment information such as your credit card number. Your contact information will also be used for the delivery of promotional items via email. We also require you to submit a username and password of your choice for your future access to your account information. To safeguard that your user name and password remain confidential, DO NOT share this information with anyone. We will never ask for account information via email.

Order
Most of the information collected in the registration process will be used to process orders. During the order process, you will have to provide financial information such as your credit card number, expiration date, money order, wire transfer or check information. This information is used for billing purposes and to fulfill your order. If we have trouble processing an order, we will use this contact information to get in touch with you. To properly process your credit card information, we must share your personal and financial information with the merchant bank for authorization and approval. This process is protected by an enhanced security system. See the Security section below for more details on security measures and procedures. We do not share your personal and financial information with any third parties, except those specified in the Sharing section of this policy.

Log Files
We use IP addresses to analyze trends, administer the site, track user movement, and gather broad demographic information for aggregate use. We do not distribute or share IP information with any third parties.

Sharing
We may employ third party companies to perform functions on our behalf. These functions may include order fulfillment, package delivery, marketing assistance, postal and e-mail delivery, customer service, data analysis, and credit processing. The third parties we contract for these purposes have limited access to your personal information and may not use it for other purposes.

As our business continues to evolve, we may acquire or sell business units or subsidiaries. Customer information is one of the business assets that would be transferred in these types of transactions. In such a situation, your personally identifiable information would only be used in a manner consistent with our pre-existing Privacy Notice.

We reserve the right to disclose your personally identifiable information as required by law and when we believe that disclosure is necessary to protect our rights and/or comply with a judicial proceeding, court order, or legal process served on our Web site.

Links
This website contains links to other sites. Please be aware that Superior Surgical is not responsible for the privacy practices of such other sites. We encourage our users to be aware when they leave our site and to read the privacy statements of each and every website that collects personally identifiable information. This privacy statement applies only to information collected by this website.

When our registration/order form asks you to enter sensitive information (such as your credit card number), that information is encrypted and is protected with the best encryption software currently available in the industry - SSL. SuperiorSurgical.com uses the most advanced form of SSL software available: 128-bit encryption.

Access to all of our users' information is restricted. Only employees who need the information to perform a specific job are granted access to personally identifiable information. If you wish to have your financial information removed at the time of your order, you may opt to have your financial information deleted from our records upon completion of your order. Otherwise, you may contact us at webmaster@superiorsurgical.com or call toll free 1-877-669-7646 to request that your information be deleted from our database. For future transactions, you will be required to re-enter your information.

All superiorsurgical.com servers, including web servers and database servers, are housed and maintained in secure locations. Access to the database is strictly monitored and protected from outside access. Internet access is restricted and protected by multiple Checkpoint and Cisco firewalls and password protection. The servers on which we store personally identifiable information are kept in a secured environment, inside a secured and locked room. All backups are stored and locked in a high-level security room. Only personnel with proper security clearance have access to these restricted areas.

All employees are kept up-to-date on our security and privacy practices. Every quarter, in addition to any time a new policy is added, Superior Surgical employees are notified and/or reminded about the importance of privacy and what they can do to ensure that customers' information remains protected at all times.

If you have any questions or concerns about Superior Surgical's security practices, you can send us an email at webmaster@superiorsurgical.com.

Correction/Updating/Reviewing Personal Information
Customers may change or review their stored account information such as street address or e-mail address through our website by visiting your account section. You must have your username and password in order to access your account. In the event you forget both your username and password, please contact our customer service department for assistance.

Notification of Changes
If we decide to change our Privacy Policy, we will post those changes to this privacy statement, the homepage, and other places we deem appropriate so that you are aware of what information we collect, how we use it, and under what circumstances, if any, we disclose it. We reserve the right to modify this privacy statement at any time, so please review it frequently. If we make material changes to this policy, we will notify you here, by email, or by means of a notice on our homepage. 

*This information is up to date and effective as of September 20, 2010.