K·D Medical General Policies
Listed below are K·D Medical's policies for the products and services we offer.
Cancellation • Cancelled orders for stock items can be made at any time prior to delivery (product leaving K·D Medical facility). Once product has left our facility it is subject to returned Goods policy. Cancelled orders for custom made products will be charged according to cost incurred at date of cancellation including time and materials. All cancellations must be confirmed in writing, faxes are acceptable.
Catalogs • Catalogs are available at no charge. Please request a copy via the K·D Medical website or call your local sales representative who will be glad to deliver a copy to your lab.
Changes • Orders for stock items can be changed at any time prior to delivery (product leaving K·D Medical facility). Changes for custom made products will be charged according to cost incurred at date of cancellation including time and materials. All changes must be confirmed in writing, faxes are acceptable.
Credit Cards • Credit card numbers are secure when you give them to us on the phone or via our website. When orders are sent from our website via email, they do NOT include your credit card number. Customer Service must log onto a secure internet site (EBSsoft) to retrieve your credit card number. This provides you with the highest level security possible today.
Custom Made Products • K·D Medical, unlike other companies who only resell, IS the source manufacturer. As such we can manufacture your molecular biology products in any size, quantity, or formulation that you wish. We currently manufacture over 1,000 custom products, chances are that we may already make what you're looking for! If not, we're more than glad to make custom product number 1,001.
Minimum Orders • There are no orders too small - we appreciate any business you give us. However, we do ask that for custom orders we make at least a one (1) liter volume.
Pricing • K·D Medical strives to provide you with the best possible product at the lowest possible price. We "shop" our competitors on a continual basis to insure that you get the best price. So if you find a comparable product at a better price - call us. We'll review the product and do our best to give you what you want at the price you want!
Quality • Simply put, we will meet or exceed your product quality requirements each and every time. Every production run undergoes rigorous in-coming, in-process, post-production and end of shelf-life quality testing which will be provided to you upon request. We will also perform any "custom quality control testing" you desire (e.g. test custom products with positive and negative growth strains). Our goal is "100% right 100% of the time!"
Returned Goods • Once product has left the K·D Medical facility, whether for delivery via our trucks or by commercial carrier, it is subject to this Returned Goods policy. All items you wish to return must first receive a "Returned Goods Authorization" (RGA) number by calling Customer Service. A "Proper Storage" document will then be faxed for your signature assuring us that you have held the products in the necessary storage conditions. Once the Proper Storage document is received a "Will Call" shipping ticket will be issued. All returned goods will be charged a 35% restocking fee.
Rush Orders • No problem and no extra charge! Let us know and we'll do our best to get you what you need, when you want it - this includes weekends, holidays and international shipments. Your research labs doesn't run only during business hours. We don't either, we're here for you!
Samples • K·D Medical is glad to provide you with any sample materials you may require to insure that our products meet your needs. Simply call Customer Service or your local sales representative.
Satisfaction Guarantee • Your satisfaction is our ultimate goal. We want your experience with K·D Medical to be so pleasant that you?l make us your preferred supplier of molecular biology products. We want to earn your trust so that you consider us your molecular biology research partner. If any product or service we provide doesn't meet or exceed your expectations, we'll make it right - no questions asked. We believe in the old adage the customer is ALWAYS right . . . even when we know you're not happy.
Shipment Methods • Local shipments are delivered via K·D Medical van. To areas outside a 50-mile radius we ship via "UPS Ground" unless otherwise specified. UPS 3-Day, UPS 2nd Day and UPS Overnight services are also available. Shipping charges are prepay/add. There is also a $5.00 handling fee added to orders. In addition, all Federal Express services are available. Orders are shipped FOB Columbia, Maryland. K·D Medical is not responsible for freight carrier delays nor for freight damages. Damages must be reported immediately to the freight carrier.
Standing Orders • Many customers prefer to place Standing Orders. This insures uninterrupted deliveries. If you wish to place a standing order please call Customer Service. Please note that you can change the quantity of a Standing Order at any time 24-hours prior to delivery, including cancelling a delivery without penalty.
Terms • Credit approved accounts are Net 30 days. New Accounts can order immediately using Visa or MasterCard while awaiting credit approved status. We gladly accept US Government Visa cards. International customers may be required to wire transfer funds prior to shipments in excess of U.S. $1,000.
Website Information • Every effort has been made to ensure the accuracy of the information contained in this website. If there are any unintentional errors, especially in pricing information, we regret the misinformation but we will not provide any product or services that are listed in error. Please bring any such errors to our attention, they will be corrected immediately.