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Become A Customer
Q: I would like to become a customer. What are your requirements?
A: Since many of our products require us to have a valid medical license on file, we will need a copy of your license first before ordering through the website. You may call us to order any product not requiring a license and order through one of our three locations. San Jose: 408-293-9033, Fresno: 559-252-1906, or Sacramento: 1-916-372-7056.

Q: I do not have a medical license, can I still purchase products from you?
A: Sure! Please call us at one of our locations and we will be more than happy to help you - San Jose: 408-293-9033, Fresno: 559-252-1906, or Sacramento: 1-916-372-7056

Product Questions
Q: I do not see a product on your website, can I place a special order?
A: Yes. Please add a memo on the order and be sure to add the product name, number and the quantity you wish to purchase for your order. If the product is a pharmaceutical item, a complete NDC number is most helpful.

Q: I have a specific question about a product you carry. Can I call or send an email?
A: Of course. You may send us an email at customer_service@sjsurgical.com and one of our team members will assist you. If you need an immediate response, give us a call Monday through Friday from 8 a.m. to 5 p.m. Pacific at 1-800-821-8622.

Shipping and Receiving Items
Q: I just placed an order. When can I expect to receive it?
A: At each location we have drivers making local deliveries daily. We also have scheduled weekly routes and ship products. You should receive your product within 1 or two business days. If you need your order right away, please give us a call. We may be able deliver your product the same day if you are part of our local route and if you call us before 10 a.m.

Q: I placed an order for an item you do not stock, how long will it take to receive it?
A: Depending on the product, it may take up to 4 weeks to receive your item. Many manufacturers require us to meet order minimums; however, if you need to receive an order right away, we will work hard to get your item to you in a timely manner. Some products also may be on manufacturer backorder due to a shortage. Please call us for your specific needs and order questions.

Q: I received my order, but some items were on backorder, when can I expect those items to become available?
A: Items we normally stock may be in transit from the manufacturer or at times are on manufacturer backorder. In some cases it may take from 5-10 business days to get an item back in stock; however, we may be able to send an item out sooner shipping from one of our other locations. Please call your sales representative or your local San Jose/Mid Valley Surgical location, so we may be able to help you quickly regarding the status of your backorder.

Q: Do you charge and fees or fuel surcharges?
A: Any orders below $99, we charge a shipping/processing fee of $9. That’s it! Any orders over $99, ship FREE! No extra fuel surcharges or fees added!

Q: I have a shipping discrepancy. What shall I do?
A: Please call your sales representative or your local San Jose/Mid Valley Surgical location right away to report any discrepancy. You may also send us an email at: customer_service@sjsurgical.com. Please include your customer number, order/Invoice number, and phone number along with your message, so we may assist you as soon as possible.

Returns
Q: Am I able to return an item I ordered?
A: As long as the product is returned within 14 days in its original, unopened packaging, we may be able to return it. Unfortunately, due to Federal Laws and guidelines, refrigerated items cannot be returned and we cannot return special ordered items. Please call or email your local store right away, and a customer service representative will be happy to help you with a Return Authorization number and call tag: San Jose Surgical Supply: 408-293-9033, Mid Valley Surgical Fresno: 559-252-1906, or Mid Valley Surgical Sacramento: 1-916-372-7056.

Q: I ordered a product and opened the package, can I return it?
A: If the item purchased is non-sterile and is in its original, unaltered packaging, we may be able to issue you a credit. Be sure to call us within 14 days, so we may generate a Return Authorization number and call tag for your product.

Just because you did not see your specific question here does not mean you will be routed into voicemail H-E-Double Hockey Sticks. Please give us a call Monday through Friday between 8 a.m. and 5 p.m. Pacific Time and a real live person will answer your call. You can always send us an email after hours or if it’s more convenient for you. We know your time is precious and we are happy to help!