MSD FAQ

CONTACT & GENERAL INFORMATION

What do I do if I need help?

Call the MSD Customer Service Team at 1-800-967-6400

Option #1: eBiz or Bulk

Option #2: Oncology

Option #3: Patient Home Delivery (PHD)

Option #4: BioMed

Or email us at customerservice@msdistributors.com

For Patient Home Delivery questions email us at TeamPHD@msdistributors.com

 

How do I contact my local MSD Sales Representative?

To search for a local MSD Sales Representative click here. You can also contact MSD Customer Service at 1-800-967-6400 Option #1 customerservice@msdistributors.com.

 

What is MSD’s Privacy and Security Policy?

Click here to review the MSD Privacy and Security Policy.

 

How do I create a new account with MSD?

To set up an account with MSD please call 1-800-967-6400 Option #1 to speak with one of our Customer Service representatives. You can also download a copy of our credit application and email a signed copy to customerservice@msdsistributors.com.

 

How can I get a copy of the MSD products catalog?

To download a copy of our latest catalog, please click here or find it on our home page under MSD Product Catalog.

 

What are MSD’s hours of operation?

MSD is open Monday thru Friday from 8:00am to 8:00pm Eastern time except for major holidays. 

 

On which holidays is MSD closed?

  • New Year’s Day                  
  • Memorial Day                     
  • Independence Day             
  • Labor Day                            
  • Thanksgiving Day               
  • Christmas Day          

BIOMEDICAL SERVICES

How can I get my medical device repaired by MSD?

Contact MSD Customer Service at 1-800-967-6400 Option #1 OR email customerservice@msdistributors.com.  Please include make and model number along with a brief description of the repair work that is required.   We’ll quickly get your equipment up running again.

 

Does MSD perform warranty repairs?

Yes, MSD is certified by many manufacturers to perform warranty repairs for a number of different medical devices.  To have your equipment evaluated by MSD, simply email make and model number of your device to equipmentsales@msdistributors.com along with a brief description of the issue you are having with the device.

 

Can MSD purchase my unused equipment? 

Yes.  We are always looking for equipment for our rental fleet.  For more information on selling your medical equipment email MSD at equipmentsales@msdistributors.com

SEARCHING PRODUCTS & PLACING ORDERS

Do I need an account in order to place an order?

Yes, you must have an MSD account in order to place an order either by phone or on our website. To set up an account with MSD contact Customer Service at 1-800-967-6400 Option #1 to speak with one of our service representatives.  You can also download a copy of our credit application and send the signed and completed form to customerservice@msdistributors.com

 

How can I place an order with MSD?

The quickest and most convenient way to place your order is to use our new website. We offer an intuitive and robust product search feature as well as the convenience of creating favorite lists (My Lists) if you typically order the same products frequently. Please note that our new website is NOT compatible with Internet Explore version 8 or below. If you are using Internet Explorer we highly recommend that you use the latest version. Chrome, Firefox and Safari are also recommended browsers. You can also place your order by phone by calling 1-800-967-6400 Option #1 OR emailing us at customerservice@msdistributors.com . For Patient Home Delivery contact us at 1-800-967-6400 Option #3 or email us at TeamPHD@msdistributors.com.

 

Why can’t I see pricing on the website?

In order to see pricing you must log into your account. If you currently don’t have an account, contact Customer Service at 1-800-967-6400 Option #1 OR email us at customerservice@msdistributors.com . For Patient Home Delivery contact us at 1-800-967-6400 Option #3 or email us at TeamPHD@msdistributors.com

 

What should I do if I forgot my Login Name or Password?

Your Login name will always be your email address. If you forgot your password, go to the login page and select the “Forget Password” link and then enter your email address. Your current password information will be emailed to you.  If you enter your email address and the site does not recognize it, a message will appear on the screen directing you to contact your account administrator.  This is the individual in your organization that has administrator access to your MSD website account and can provide you access to the account. If you do not know who your account administrator is at your organization, you can contact Customer Service at 1-800-967-6400 Option #1 OR email customerservice@msdistributors.com. For Patient Home Delivery contact us at 1-800-967-6400 Option #3 or email TeamPHD@msdistributors.com.

 

How do I search for products?

Click the search icon (the green magnifying glass) on the main navigation bar.  This will open up a text box where you can type in a key word, brand, manufacturer name, or item number. If you cannot find the product you are looking for please contact us at 1-800-967-6400 Option #1 or Option #3 for Patient Home Delivery.

 

Is there a website user guide I can reference for help?

Yes, for a complete website user guide click here. This can also be located under the “Contact Us” page under Training + Help. Additionally there are several helpful training videos that navigate you through the site that are also available under the Training + Help section.

 

SHIPPING, TRACKING & RETURNS

Can MSD drop ship supplies directly to my patient?

Yes.  MSD’s industry leading Patient Home Delivery (PHD) program can help you streamline order fulfillment operations, reduce your inventory expense, and expand your product offering.  For more information on our Patient Home Delivery Program click here or call us at 1-800-967-6400 Option #3 OR email us at TeamPHD@msdistributors.com.

 

What shipping options are offered by MSD?

For your convenience MSD provides a wide range of shipping options ranging from parcel and LTL ground service and local courier deliveries.  Expedited shipping delivery services include Next Business Day, Second Business Day and Third Business Day and are available at an additional cost.

 

How do I track my orders from MSD?

Once you log in, select “Dashboard” in the top navigation bar and the select the “My Orders/Track Orders” button. You can either select a specific order or you can search for your any of your previous orders by using the available search feature. If you cannot locate your order(s) please contact Customer Service at     1-800-967-6400 Option #1 or email customerservice@msdistributors.com. For Patient Home Delivery Orders, contact us at 1-800-967-6400 Option #3 or email TeamPHD@msdistributors.com.

 

How do I track my order and retrieve my Proof of Delivery from the Website?

One you login, go to the “Dashboard” in the top navigation bar. Select “My Orders/Track Orders”. Select the order you would like to track.  In the Order Details screen, go to the tracking column and select the tracking number. This will re-direct you to the carrier’s website tracking information and provide you with proof of delivery.

 

What is t MSD’s Return Policy?

Product returns will only be accepted if approved in advance and in accordance with MSD’s terms & conditions. Please call Customer Service at 1-800-967-6400 Option #1 (for Patient Home Delivery call 1-800-967-6400 Option #3) within two (2) business days of receipt of a shipment to request a Return Goods Authorization number (“RGA”). Approved returns must be: (1) shipped with prepaid freight, (2) have an RGA number (3) clearly marked on the outside of each carton returned, (4) be in the original manufacturers’ packaging and (5) be suitable for resale.  All returns are subject to a restocking charge equal to 20% of the invoice amount or $25.00, whichever is greater. Credit for returned goods is conditioned upon MSD's inspection and approval of such goods upon receipt. Special orders, open or damaged packages and products held by Customer for more than thirty (30) days are not eligible for return.

 

DAMAGED GOODS: Count and inspect your delivery before the carrier departs, shipments with known and/or visible damage upon delivery should be refused and returned to the carrier. If Customer accepts delivery of product with visible damage, it must be reported to the carrier and documented on the Bill of Lading at the time of delivery in order to avoid being held responsible for payment of the product delivered. Acceptance of a package with no known or visible sign of damage that upon full inspection is determined to have been damaged in transit must be reported to MSD’s Customer Service Department within 48 hours in order to obtain further instructions.