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CWI Medical FAQs

                                           

Categories (Click on Topic Below to Jump to Section)

The Features of www.cwimedical.com Finding the Right Brief or Underwear Size
Ordering & Prepayment Credit Card Declined
Backorders / Drop-Ship Orders Error Message After Registering For an Account
Returns & Exchanges Unable to Add Items to Cart
About Us Incorrect Email Address on Account
Shipping Information What is a Preauthorization?
Contact Us  

                                            

The Features of www.cwimedical.com   ( Back to Top )

1. Create an Account or Log-On to Order, Update Your Account, Review Order History.  View our latest newsletter for current promotions, discounts, news, and specials.

2. Live Chat Online with a Customer Care Specialist.

3. Shop by Store: Home Care or Medical Professional.

4. Search for items by Item Code, Category, and, or Description, and filter results by Brand Names, Health Conditions, and by Body Region.

5. Sign up for Our E-Newsletter to receive articles, specials, and product announcements.

6. Edit your scheduled Repeat Deliveries.

7. Review your earned Customer Reward Points, and apply points towards new orders.

For a detailed explanation and view on our Cutomer Rewards Program, Repeat Delivery, One Step Checkout, Advanced Filtering and Keyword Search, Click Here.

 


                                          

Ordering & Prepayment   ( Back to Top )

Online Ordering
Available 24 hours a day, 7 days a week. For internet orders, we accept major Credit Cards.
CWI Medical uses safe, secure 128-bit SSL encryption, the highest security checkout available on the internet. We will NEVER sell or share your personal information. For more info, see our Privacy & Security Policy.

All Orders require a Security Code (CVV Code) for Your Protection:

CVV


Ordering Offline

Phone Orders:
Customer Service: Toll-Free 1-877-9-CWIMED (1-877-929-4633). If calling to place your order, please have your credit card ready. Customer Service phone service hours are Monday through Friday 8:00 am - 6:00 pm EST. We accept all major credit cards.

Money Orders or Checks:
For money orders or checks, please print and fill out this form completed with money order or check. For money orders, we'll ship the day the payment is received. For checks, we'll ship as soon as the check clears.
Money Order and Check Form

Fax Orders:
For fax orders, please print and fill out this form and than fax to CWI Medical Customer Service at 1-631-753-8394.
Fax Order Form

Please Note :
Before sending a Check, Fax Order or Money Order please call us at 1-877-9-CWIMED or email us at info@cwimedical.com to verify Shipping Charges to avoid any potential delays in processing your order. Customer Service hours are Monday through Friday 8:00 am - 6:00    pm EST.

 


                                          

Backorders / Drop Ship Orders   ( Back to Top )

Backorders:
Almost all items are in stock and ready for shipment. Some automated Order Detail emails may list Backordered statuses for items, but this is not the case. You will be contacted by phone, and or email by Customer Care, if your item would be on backorder for more two days.

Drop Ship Orders:
Certain available items will be Drop-Shipped. These include oversized items, specialty items, customized items, and made-to-order items. Processing times may vary, and we will do our absolute best to provide you with an Estimated Time of Delivery.

 


                                          

Returns & Exchanges   ( Back to Top )

We accept returns within 30 days of an order of CWI Medical products in original, unused condition.

* To return a product purchased through the CWI Medical Online Store:

1. Obtain an RMA (Return Merchandise Authorization) number through Customer Service at 1-877-9-CWIMED or through email at info@cwimedical.com. Warehouse must receive items within 15 days of an RMA number being issued. All returns without an RMA number will not be accepted and cannot be credited.

2. Print and fill out the Return Form

3. Enclose the form with your items and send to:

CWI Medical
200 Allen Boulevard
Attn: Returns/Exchanges
Farmingdale, NY 11735

• Allow 7-10 days for processing your return once we receive it.
• Unfortunately, we cannot refund original shipping & handling charges unless an error occurred on our part in shipping your order.

Exchanges
To exchange a product, please order the replacement product(s) and return the original(s) in unused condition for refund. Please note that it may take up to 4 weeks to complete the entire return/refund process.

For refunds, we will issue you an immediate refund of the value of your returned goods minus a $3.00 nominal fee in order to offset the cost of order processing and re-stocking. For opened items, a 15% restocking-fee will be applied.

* Please Note : Personal care items (pillows, cushions, etc), Special order items and Clearance Items are non-returnable. For health and safety reasons we are unable to accept returns or exchanges of eating (nutritionals), hygiene (Bathroom Safety Items, such as Commodes, Bath Chairs, Shower Chairs, & Transfer Benches, Toilet Safety Items, Bedroom and Bathroom products) and mouth (Enteral Feeding Sets and Pumps) products. Once installed, Power Chairs and Power Scooters are non-returnable. Welch Allyn products are made-to-order and non-returnable. If you are unsure if the product you are ordering is non-returnable, please call us at 1-877-9-CWIMED.

DAMAGED / EXPIRED ITEMS - Merchandise damaged during shipment or expired merchandise must be reported to cwimedical.com within 5 days of receipt. Please call us during our normal business hours (Monday through Friday, from 8:00 am to 6:00 pm EST) to notify us of any damaged or expired items (please have your order number and the item description ready when you call). We will then contact the shipping company for the retrieval of the damaged or expired item(s) and send you a replacement order. Any items that have been used will void your right to return it.

IMPORTANT - Please be advised that certain items (such as nutritionals) that are sent to warm weather climates or in the summertime can melt if left outside in the heat. If you will not be available to receive your package(s), please leave instructions for the carrier to leave your delivery in a cool area, at a neighbor's house, or not to deliver if no one is home. We take every precaution to make sure that all of our products are shipped in fresh condition, and all of our products are stored in a climate-controlled warehouse. We cannot accept returns for heat-damaged products.

IMPORTANT - Please be advised that certain items (such as nutritionals) that are sent to warm weather climates or in the summertime can melt if left outside in the heat. If you will not be available to receive your package(s), please leave instructions for the carrier to leave your delivery in a cool area, at a neighbor's house, or not to deliver if no one is home. We take every precaution to make sure that all of our products are shipped in fresh condition, and all of our products are stored in a climate-controlled warehouse. We cannot accept returns for heat-damaged products.

 


                                          

About Us   ( Back to Top )

Your #1 source for Care & Wellness Products!

CONTINUITY OF SERVICE
CWI Medical is a national home health care products retailer specializing in health and wellness products. We offer home and automated delivery, and stocks a complete line of nutritional supplements / enteral formulas, incontinence products, durable medical equipment / supplies, and aids for daily living.

OUR MISSION
CWI Medical, LLC and our diverse community profits by transforming ordinary interactions into extraordinary relationships which result in the creation of opportunities for everyone to have their need for quality healthcare products and services fulfilled.

OUR CULTURE & VALUES
We strive to facilitate the goals of each customer towards the pursuit of maintaining optimum health for others and themselves.

CWI Medical, LLC was founded by a team dedicated to promote stimulation and strength amongst the healthcare industries and individuals of the community through advocacy for health awareness and the belief of giving back. We offer reliable and dependable home delivery for medical supplies, educational resources and advice for health and care-giving. And in part of our core values, we donate our time and resources with non-profit organizations such as Island Harvest, Habitat for Humanity, and Team for Kids.

• Maintain integrity by doing what we say we will do.
• Act with long-term & ethical views.
• Value diversity, openness & respect.
• Dedication to providing extraordinary services through teamwork.
• Determination in fulfilling our customer’s needs with top quality products.
• Give back and support our community.
• Contribute to advances in the health care products industry.
• Develop significant and sustainable growth through performance and results.

We decided that ever since the induction of our company, that our first and foremost mission was to provide products that we could take pride and comfort in using with not only ourselves, but with our loved ones. For you, our customers are our friends and family. And in part of our advocacy for awareness of health & health care products, along with our key medical professionals, our staff has been fully trained to answer any questions or concerns you may have. For the best decision comes from an informed decision.

And we thank you always for your patronage!

In Health and Gratitude,
The Team of CWI Medical


                                                                         

Contact Us   ( Back to Top )

Phone
Sales: 1-631-753-8390
Toll-Free: 1-877-9-CWIMED (1-877-929-4633)

Customer Service
Monday through Friday
8:00 AM - 6:00 PM (EST)

Mail
CWI Medical, LLC
200 Allen Boulevard
Farmingdale, New York 11735

Fax
1-631-753-8394

Email
info@cwimedical.com

Hablamos español
We Speak Chinese  

 


                                          

Credit Card Declined   ( Back to Top )

We advise you to contact your issuing bank and confirm that the failure is not related to problems there with the declined transaction. If the issuing bank confirms that there is no problem with your account then make sure that you are entering all the digits of the the credit card number in a single sequence with no spaces or dashes. 


Orders can only be processed if the address information that you have given matches EXACTLY with the information on your bank billing statement. Meaning, you cannot abbreviate the words "street" or "avenue" , add hyphens or "#" symbols to your address, or leave out apartment numbers, or change your zip code, etc. from what your financial institution has on its records for you. You may have to check your bank to verify how your address appears in their records.

There may also be a CVV code error. CVV error is associated with the 3-4 digit code that you are sometimes asked to enter from your credit card (often found after your number on the right side of the front of your card, or on the right end of your signature area on the back of your card).

Also, almost all error messages can be resolved by following the steps below. Please do the following before trying to place the order again. Delete the cache and cookies from your computer.

To do this in IE:

Open Internet Explorer and click on Tools.
Click on Internet Options.
On the General Tab, in the middle of the screen, click on "Delete" Files.
You may also want to check the box "Delete all offline content" .
Click on OK and wait for the hourglass icon to stop after it deletes the temporary internet files.
You can now click on Delete Cookies and click "OK" to delete cookies that websites have placed on your hard drive.

To do this in Mozilla  ( Netscape, FireFox, etc ):

Open your browser and click on Tools.
Click on Options.
Select Privacy.
Click on the buttons to "Clear" your "Cookies" and "Cache" .

After you have taken these steps, restart your browser and attempt to make this purchase again. ( Note: if you have tried to make this purchase more than 3 times in the past 24 hours please wait a full 24 hours before trying again). If you are still receiving an error message when trying to place the order, please contact our billing representatives for assistance. Please include in your e-mail a copy of the specific error message that you receive so that we may be better able to assist you with this matter.

Email: info@cwimedical.com
 
Phone Toll-Free:  1-877-9-CWIMED (1-877-929-4633)  

 


                                            

Unable to Add to Cart   ( Back to Top )

Periodically, CWIMedical.com updates the website to enhance security and user experience.  While site cookies normally delete on their own within 5 days, if you are experiencing difficulties adding items to your cart, please try deleting your cookies for cwimedical.com

To delete cookies for one site:

  1. At the top of the Firefox window, click on the Tools menu and then select Options

  2. Select the Privacy panel.

  3. Click Show Cookies... . The Cookies window will appear.
    Deleting Cookies Fx 22 - Win1
  4. In the Search: field, type the name of the site whose cookies you want to remove. The cookies that match your search will be displayed.
  5. Select the cookie(s) in the list to remove and click Remove Cookie .

    ab963d736461b221f497eb33a7f09b1a-1260044801-604-3.png
    • Select the first cookie and press Shift + End to select all the cookies in the list.
  6. Click Close to close the Cookies window.


To delete cookies with Internet Explorer, click here for video guides.




                                          

Receiving An Error Message After Registering for A New Account    ( Back to Top )

If you have a pre-existing account, you may
retrieve your password by clicking here You can also sign up with another email address to register for a new account.  

For additional assistance, please contact our Customer Care Department .  A representative will be able to assist with updating your password, email address, and, or Billing/Shipping Addresses.

 

 


                      

Email Address on Account    ( Back to Top )

Signing up with a misspelled or incorrect email address is common.  To retrieve the email address you used, please feel-free to call us toll-free at 1-877-929-4633 (1-877-9-CWIMED).  Upon logging in, you may update youe email address in your account.  If you have forgotten your password, you may
retrieve your password by clicking here You can also sign up with another email address to register for a new account.

 


                                          

What is a Preauthorization?    ( Back to Top )

Authorization hold (also card authorisation, preauthorization, or preauth) is the practice within the banking industry of authorizing electronic transactions done with a debit card or banking card and holding this balance as unavailable either until the merchant clears the transaction (also called settlement), or the hold "falls off." In the case of debit cards, authorization holds can fall off the account (thus rendering the balance available again) anywhere from 1–5 days after the transaction date depending on the bank's policy.

Signature-based (non-PIN-based) credit and debit card transactions are a two-step process, consisting of an authorization and a settlement.

When a merchant swipes a customer's credit card, the credit card terminal connects to the merchant's acquirer, or credit card processor, which verifies that the customer's account is valid and that sufficient funds are available to cover the transaction's cost. At this step, the funds are "held" and deducted from the customer's credit limit (or bank balance, in the case of a debit card) but are not yet transferred to the merchant. At the end of the day, the merchant instructs the credit card machine to submit the finalized transactions to the acquirer in a "batch transfer," which begins the settlement process, where the funds are transferred from the customer's accounts to the merchant's accounts. Contrary to popular belief, this process is not instantaneous: the transaction may not appear on the customer's statement or online account activity for one to two days, and it can take up to three days for funds to be deposited in the merchant's account.

For example, if an individual has a credit limit of $100 and uses a credit card to make a purchase at a retail store for $30, then his available credit will immediately decrease to $70. This is because the merchant has obtained an authorization from the individual's bank by swiping the card through its credit card terminal. If the billing statement was sent out at that point, the actual charges would still be $0, because the merchant has not actually collected the funds in question. The actual charge is not put through until the merchant submits their batch of transactions and the banking system transfers the funds.

A debit card works slightly differently. Similar to the previous example, if one has a balance of $100 in the bank and used a debit card to make a purchase at a retail store for $30, then his available balance will immediately decrease to $70 as a hold on the $30 is enacted. This is because the merchant has obtained an authorization from the individual's bank by swiping the card through its credit card terminal. However, the actual balance with the bank is still $100, because the merchant has not actually collected the funds in question. However, unless this authorization hold expires without being finalized the user cannot access that part of their account. The actual balance will not be reduced until the merchant submits their batch of transactions and the banking system transfers the funds.

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