Frequently Asked Questions

How do I place an order?
How long will it take to get my order?
What forms of payment do you accept?
What if I have questions about my order?
What are the charges for Shipping and Handling?
Where will FileRX.com ship products?
Why wasn't an invoice included in my package?
Why were some of the items I ordered not in this package?
What if I'm not satisfied with my order? How do I return an item?
What should I do if my order is incorrect?
What should I do if my order is damaged?
Who pays for return shipping charges?
Is shopping online at FileRX.com secure?
What is your privacy policy?
How do I get an additional copy of an invoice?

Question: How do I place an order?

There are four easy ways to order from FileRX.com:

1. On-line, where you can order products, view order history and place reorders
2. By Phone: 1-800-307-7717 Monday - Thursday: 8:30AM - 10:00PM Eastern Time, Friday 8:30AM - 5:00PM Eastern Time
3. By Fax: 1-800-893-0177, 24 hours a day, 7 days a week
4. By Mail: FileRX.com, 200 Riverside Industrial Parkway, Portland, Maine 04103

Question: How long will it take to get my order?

You get your orders FAST... Most orders for in-stock items received by 7:00PM, EST Monday - Friday, ship within 2-3 business days! Orders received on a Saturday, Sunday or holiday will be processed on the next business day. Most personalized items ship in just 5 business days! For your convenience, stock items are shipped separately from personalized items. Please allow additional time for delivery.
Need a rush delivery?
When you need even faster service, ask for our special Express Delivery. When your order is ready for shipment, we can expedite delivery via UPS Next Day Air or UPS Second Day Air. Actual rush shipping charges are added to your bill at the time of shipment. Estimated delivery charges can be obtained by calling 1-800-307-7717.

Question: What forms of payment do you accept?

When ordering online, you can pay using a major credit card (we accept Visa, Mastercard, American Express and Discover). Prepayment by credit card allow for lower prices and faster delivery of your orders. Payment on account (net 30 day terms only may be requested by volume/frequent ordering customers. For more information click here.

Question: What if I have questions about my order?

If you need to inquire about an order you've already placed or if you've found a mistake or problem that needs to be addressed click here to email us. We respond to all emails within 2 hrs of receipt as long as it is received within business hours.

Question: What are the charges for Shipping and Handling?

We ship most products via UPS ground. Rates vary depending on the total amount of the items ordered. If you’d like to know your shipping cost please call us at 1-800-307-7717. For estimated shipping charges on orders greater than $250, please call or email us.

Question: Where will FileRX.com ship products?

With the exception of a few products, we ship to customers in the United States, U.S. territories and Canada.

Question: Why wasn't an invoice included in my package?

An invoice is generated only if you have a credit balance, balance due or your order was charged to a credit card. In those cases, an invoice is mailed separately after the shipment of your order. No invoices are generated until an order is shipped, partial invoicing may occur due to backordered items.

Question: Why were some of the items I ordered not in this package?

Due to the nature of some products or temporary back orders, it may have been necessary to split your order. However, if your packing list identifies items you have not received as included in that shipment, email us immediately.

Question: What if I'm not satisfied with my order?

At FileRX.com, your satisfaction is 100% GUARANTEED! You must be completely satisfied with every product you purchase. If for any reason you are not, return it within 15 days for an immediate replacement, full credit or refund. Please contact us prior to returning an item to obtain a return authorization number.

Question: How do I return an item?

To return an item, simply email us for prior authorization to assure proper shipping instructions and credit assurance. Pre-authorized returns must be sent within 45 days of the invoice date for a full refund, credit or replacement. Merchandise returned after 45 days is subject to a 35% restocking charge.

Question: What should I do if my order is incorrect?

1. Email us and report the error(s).
2. Have your packing list (found inside your shipping package) with you when you email us. If you have received the wrong product, please indicate the correct item number for the product you ordered. If there is an error on imprinted products, please indicate the exact mistake made during manufacturing.
3. Request replacement, credit or refund. We will see that a replacement order is shipped, or a credit or refund is issued.

Question: What should I do if my order is damaged?

1. Save delivery receipts, packing materials and shipping containers pending instructions from our Customer Service Representatives.
2. Email our Customer Service Representatives.
3. Request replacement, credit or refund indicating your order number and the item number of the damage item. We will see that a replacement order is shipped or a credit or refund issued.

Question: Who pays for return shipping charges?

FileRX.com will arrange for return shipping on any items shipped incorrectly, defective, or damaged and will pay the necessary expenses. You are responsible for return shipping under any other circumstances.

Question: Is shopping online at FileRX.com secure?

We use SSL (Secure Socket Layer) technology to ensure our site's security. SSL is the industry standard for securing commerce transactions. SSL encrypts all of your personal information (including credit card number, name and address) so it cannot be read as the information travels over the Internet. You can order online at our site with confidence, knowing that your information is secure. To verify our SSL certificate, click on the Thawte link located in the lower left of our home page.

Question: What is your privacy policy?

FileRX.com is committed to ensuring your privacy and the security of your personal information. FileRX will not disclose you order history, customer billing information or any other information we collect about you to any outside our company. It's that simple. Click here to view our customer information security policy in full.

Question: How do I get an additional copy of an invoice?

To receive a copy of your invoice, please email us.

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