Frequently Asked Questions

Company Information

General

Order Processing

Payments & Billing

Policies, Terms, Disclaimers

Pricing

Products

Shipping


Company Information

1. What kind of company is GROGAN'S? Top
  Short: The best kind.  Locally owned and operated, making daily decisions for the best interests of our customers, employees, and communities.

Long: More information than you would ever want is available under About Us.
 
2. What is the best way to CONTACT Grogan's? Top
  Short: 1-800-365-1020 to talk to a live human during normal business hours, or e-mail to Customer Service, with responses to be expected during normal business hours.

Long: Ditto, or refer to our Contacts page.
 
3. How do you get DIRECTIONS to the Grogan's location? Top
  Short: Check out the directions from north, south, east, west on our web site.

Long: Drive in to Lexington, and ask somebody - we have been around for over 50 years and most folks from this area know where we are, or at least where South Broadway at Virginia Avenue is.  Or follow the signs to the University of Kentucky and the Red Mile Harness Racing Track, between which we are proudly located.
 
4. Who is or was this GROGAN fellow? Top
  Short: The name of the founders in 1960, and still the name of the current President.

Long: Irish surname of Lynn, Senior and Lynn, Junior, the father/son team that started the company in 1960.  Sorry, but we are unable to report any known connection to the pre-Brady semi-famous New England Patriots quarterback, Steve Grogan.  For additional information see History of Grogan's.
 
5. What are Grogan's HOURS? Top
  Short: We are open Monday through Friday, from 8:30 am to 5 pm Eastern Time (Daylight Savings during the warmer months) and closed on major national holidays.

Long: Something similar to Bankers Hours, Monday through Friday, closed on New Year's Day, Memorial Day, Independence Day, Labor Day, Thanksgiving (Thursday and Friday) and Christmas.  Because we are involved in healthcare, we tend to be open on other federal holidays.
 
6. Can I INVEST in Grogan's? Top
  Short: No.  Grogan's is a privately held corporation.

Long: No. But, if you think we should go public and you want to fund an IPO , we are willing to talk.
 
7. Does Grogan's have any JOB OPENINGS? Top
  Short: We always are looking to complement our existing staff with people having valuable and closely related experience in healthcare or distribution. Resumes are encouraged and any submitted will actually be reviewed (we promise).

Long: Many of our most valuable staff members over the years were not hired as a result of a "job opening" but because, at the time, their particular talents seemed to suggest they could pay their own way. There are not that many people across the US that have direct experience in medical distribution, though there are many more with pharma, hospital, or related healthcare backgrounds. As a smaller company, there are obstacles in hiring whenever relocation is necessary, so if you are not willing to live in the Horse Capital of the World where the grass is always bluer (or is it more Blue?) and the Wildcats rule, that could be an obstacle to our full consideration of your talents. Timing and relevance is everything in our hiring decisions, but sending your resume to us is the first step. Please mail to:

  Grogan's Healthcare Supply

  1016 South Broadway

  Lexington, KY 40504-2651

You may also personally deliver it to the same address. Currently our IT policy does not allow us to accept resumes via email.
 
8. How do I get Grogan's to buy stuff from me for RESALE? Top
  Short: Go to our Vendor Information pages, review all the philosophical and procedural information to see if there is common ground and then send us some information.  We tend to look closely at unsolicited product information.

Long: While we do spend a lot of time evaluating product lines for their potential, new product lines must "fit" in many ways: product and customer fit (related product that is needed by current customer types), philosophical fit (no MLM scams, no items that are on the shelf at Bulk-Mart), financial fit (are our resources likely to make the product successful, is the return on our investment to make the sale a satisfactory return on our necessary efforts?), and the reality check test (we have learned from experience that we aren't any better than the next guy at making a silk purse out of a sow's ear - we aren't going to break down any significant clinical barriers or sell a product that is priced beyond its value).  Go back and read again our guidelines and approaches for deciding about new product lines under "Vendor Information" and take the test to determine your "Distribution Equity Index".
 
9. Can I buy stuff from Grogan's for RESALE? Top
  Short: Heck yeah, why not.

Long: It is always more complicated than that.  Some restrictions apply to our products for resale (see RESTRICTIONS and AVAILABILITY). Pricing will affect your ability to resell profitably and your volume will dictate any discounts off our standard pricing that may be available (see also PRICING).  Key factors in our being interested in selling to you for resale purposes are your business plan, volume that you control and can buy, financial stability and business integrity.  If you have access to a good market, we are willing work with you under the right circumstances.
 

General

1. What are Grogan's POLICIES & TERMS OF SALE? Top
  Short: Everything you see on this page.

Long: Everything you see on this page, plus other Terms and Conditions that circumstances may dictate from time to time for reasons of regulatory compliance, fiscal prudence and common sense. 
 
2. What is Grogan's PRIVACY POLICY? Top
  Short: We value our own privacy and have extreme distaste for those that sell personal information to other businesses without express approval.  Your information is not shared with any other entity. 

Long: See the entire legal language under Privacy Policy, where we outline all the technicalities of your rights and our responsibilities under the Health Insurance Portability and Accountability Act (HIPAA).
 
3. What level of SECURITY does the Grogan's website utilize? Top
  Short:  Grogan's has SSL (Secure Sockets Layer) certificate from Thawte, a world-wide leader in web security.

Long: Our Thawte SSL certificate is the standard security technology for establishing an encrypted link between a web server and a browser, ensuring that all data passing between the web server and browsers remain private and protected. SSL is an industry standard and is used by millions of websites in the protection of their online transactions with their customers.  In addition to this standard web protection, Grogan's encrypts all credit card information and does not store any credit card information on our web servers.
 
4. Grogan's sure sells some WEIRD stuff - is this on the up-and-up? Top
  Short:  Yes. 

Long: All items we sell have been designed for specific health conditions.  While there may be items that at times do not represent absolute consensus about clinical efficacy, we tend to stay away from the more mystical (yet sometimes effective) remedies available through some alternative healthcare suppliers.  Many items require prescriptions that their "generic equivalents" may not require, as a result of ensuring optimum insurance coverage and insulation from legal liability when products may be used improperly.  If you have any questions about clinical issues, please let us know and we will make every attempt to obtain answers to your questions.
 

Order Processing

1. What kind of ACKNOWLEDGEMENTS will I receive on my order? Top
  Short: Via e-mail you will receive 1) acknowledgement of order, 2) confirmation of items to be shipped and total shipping costs for your order and 3) UPS shipment tracking information.

Long:

1. You will receive our e-mailed acknowledgement of receipt of your order, indicating the items we show as ordered, the price and the estimated but unconfirmed availability. 

2. Upon our verification of your order with stock availability, you will receive a confirmation of the order, indicating items that will be shipped and/or backordered and the shipping charges applicable.  Backordered items can be cancelled within 48 hours if you don't want to wait.  This confirmation should generally be received within 3-4 working hours after receipt of the acknowledgement.  If the order does not meet your approval for any reason, if you don't like the shipping charges, don't want items backordered, etc., you may cancel the order at this stage.

3. After shipment is made, by UPS unless otherwise requested, usually the following morning, you will receive a confirmation with package tracking information.
 
2. How does Grogan's handle BACKORDERS? Top
 

Short: Very carefully.  Items ordered that are out of stock will be automatically re-stocked and processed for shipment to you upon receipt, unless you specify otherwise.

Long: The nature of specialized healthcare products tends to contribute to inventory levels that cannot feasibly fill all orders placed.  Size, color, and feature variations on items with unpredictable velocity tend to leave more "special order" conditions than might be encountered with office supplies or other commodities.  Grogan's has access to over 100,000 unique healthcare products, but nowhere near that many are kept on hand.  Many product categories are driven by special orders (surgical instruments, sutures, diagnostic equipment, and medical furniture to name a few).  We have always taken pride in our ability to fill special orders quickly.  That does not guarantee that we can meet whatever your particular deadline may be, but if you tell us what it is, we will try and we will always tell you what we cannot guarantee.  At times, our manufacturers are not real good at communicating with us and telling us about their own problems, making it difficult to reliably predict delivery dates.  We are not usually able to place special orders with our vendors until we meet sometimes onerous minimum order levels (which may be as high as $20,000 to $30,000), so lead times on special order items may be longer than you might think they should be.  As a very general statement, items not in stock and not already on order will take from 10 to 14 working days to complete assuming they are not on national backorder with the manufacturer. 

 
3. What order CONFIRMATIONS will be received for my orders? Top
  See answer under ACKNOWLEDGEMENTS.  
4. What if I have received my order and there's a PROBLEM with it? Top
  Short: Let us know immediately if something is wrong with your order and we will take care of it.

Long: Call our Customer Service Department at 1-800-365-1020, or email the details of situation to customerservice@grogans.com
 
5. Can I RETURN what I buy? Top
  Short:  Probably, but it may cost you.

Long: Big Box Retailers have created very unreasonable expectations about product returns throughout the economy, though the tremendous cost of essentially taking anything back is hidden in the pricing of all products.  In the healthcare industry, under-utilized product resources across the "supply chain" are a tremendous drain.   At the same time, the trend for our manufacturer suppliers is to impose severe penalties on returns when they accept them at all.  Grogan's attempts to re-allocate these inventory assets for the benefit of all parties whenever practical.  Except for obvious product defects or Grogan's errors, any accepted returns of resaleable merchandise that is normally stocked at Grogan's will cost you the shipping both ways plus a minimal restocking charge (usually in the 10% to 30% range).  Returns will not be accepted for special order merchandise, custom or personalized items, expired or old merchandise, opened boxes, items without original packaging, obsolete or otherwise unsellable merchandise. 

With that rigid policy stated, we will also say that it is not our goal to make money on returns, we just don't want to lose money on taking stuff back.  For items customers wish to return, we will make every effort to be of assistance in moving the product to where it is of value, rather than leaving it to rot in your garage or warehouse.  Provided you are willing to accept less than 100% reimbursement, we will work with you to minimize the losses for all parties - you, us, and our manufacturer suppliers.
 
6. How and when does Grogan's SHIP orders? Top
  Short: Almost all Internet orders will be shipped via UPS, unless some other method is requested for very specific reasons.

Long: Locally, we use our own trucks for most routine Kentucky orders, with UPS used for non-routine and outside KY orders.  Orders received before 4:00 PM Eastern Time will be shipped out the same day if the products are on hand.
 
7. Can I get the TRACKING information on my order? Top
  Short: Yes.

Long: Yes, provided we have your valid email address, we will send the UPS tracking information on the morning (business days only) following the day the order was shipped.    USPS and other methods of shipment may not always be trackable.
 

Payments & Billing

1. Can I just open an ACCOUNT instead of using a credit card? Top
  Short: No.

Long: Not likely.  In some cases where credit card payment is not practical for government agencies or very large organizations, we may consider open accounts with institutional purchase orders and excellent credit references.  Even though the credit card fees we pay take a big bite, with all things considered, our interests and yours are best served by you using a credit card for web purchases.  Credit checks and appropriate protective measures at our end can be costly with distant customers and with the marginally profitable state of health care distribution today, so we aren't looking to assume new credit risks.  For large organizations willing to complete an extensive credit application that passes rigorous reference checking, we will consider open accounts for $3,000 in minimum average monthly purchases. 
 
2. Why doesn't Grogan's accept AMERICAN EXPRESS for payment? Top
 

Short:  Because their fees are too darn high.

Long: AMEX merchant fees are considerably higher than VISA, Mastercard, and Discover .  AMEX will say that well, our cardholders spend more money than their cardholders and merchants miss out on our higher spenders if they don't take our card.  But most AMEX cardholders carry other cards and will use them with merchants that don't accept AMEX if that merchant has unique goods.  At our card volume, which is substantial but nowhere near that of large mass merchandisers, AMEX just won't get their rate close enough to what those other guys charge and the premium is not easily recoverable through any means we have seen.    See also CREDIT CARDS for more about our disdain for the credit card cartel.

 
3. Does Grogan's take CHECKS for payment? Top
  Short: Yes, if received and cleared in advance of our shipment.

Long: Sure, if you don't mind waiting a lot longer for that remarkable product that just may improve your life.  Due to the extra processing involved with checks in verifying their clearance, we reserve the right to implement a surcharge for payment by check for web orders.
 
4. Can Grogan's ship out orders COD? Top
  Short: Yes, via UPS, with the additional UPS COD charges (which are quite high) added to the order.

Long: UPS is our only method to send an order out COD and they only accept cashier's checks or money orders for payment. We cannot ship COD to anywhere outside the continental United States.  So, really we do not recommend COD orders as it also loses some protection for you if something goes wrong.
 
5. Does Grogan's take CREDIT CARDS for payment? Top
  Short: Yes, we accept VISA, Mastercard, and Discover cards.

Long:  Yes, of course, doesn't everybody?  We do perform a number of security checks before final approval, including verifying the billing address before shipping.  Sadly, there as many (or more) crooked buyers of Internet goods as sellers, it seems, and we have been burned before and are trying to avoid it in the future in order to keep costs down for everyone.  Like most merchants, our credit card fees are built into our pricing structure.  For Internet sales, those fees are in line with the benefits of enabling e-commerce that we receive, so we are happy to accept credit cards.
 
6. Will INSURANCE pay for Grogan's products? Top
  Short: All Internet orders are considered to be private-pay, non-covered orders, so no processing of insurance forms will be done.  Customers may take their order documentation and pursue reimbursement as they choose.  Medicare supplier standards do not apply to Internet orders.

Long: Subject to many restrictions and limits, some non-Internet, "walk-in" transactions may be subject to coverage from Medicare or private insurance companies.  Our preference generally is to handle transactions as private-pay sales and assist the customer where practical in gaining reimbursement.  Medicare coverage of home medical equipment and supplies is getting quite ugly, with the competitive bidding program driving down many "Allowable Prices" below reasonable levels in some geographic and product areas (though Lexington KY is not one of those areas, at least yet).  It seems clear that service levels, (historically high to Medicare beneficiaries) will see the bottom fall out sooner rather than later. 

We are an Accredited Medicare Provider so we continue to participate in the Medicare program and accept assignment primarily within our Turning Point Women's Health business that focuses on mastectomy, breast cancer products, maternity and incontinence items.  Our Turning Point division is also the only part of our business that has contracts with private insurers.  Some private insurers will allow reimbursement for "Out of Network" (i.e., non-contracted) providers like Grogan's but some will not.  Those that will not reimburse their beneficiaries anything for otherwise covered products seek to control costs through questionable means, in our opinion, and beneficiaries should not forfeit all coverage they have paid for simply based on where they choose to buy the products that are covered.
 
7. What about MEDICARE coverage? Top
  See answer under INSURANCE, since Medicare is a form of insurance.  
8. Is there a MINIMUM ORDER? Top
  Short: Yes, $20

Long:  Yes, $20.  And yes, we do know that Amazon doesn't have a minimum order!  But our President doesn't own the Washington Post either.  Because of the wide range of products offered, the desire to keep prices low wherever possible, and the desire to offer products in lower units of measure (almost always boxes and usually by the each), not having some minimum order would create problems for us.  Take for example something as simple as DRX4253 4-ounce screw-cap plastic specimen cups (quite handy on camping trips and around the house for nuts/bolts or condiments, as well as for urine samples too of course), which sell for less than $40  per case of 100 cups but are also available by the "each" for less than 40 pennies.  Someone buying 10 cups would place about a $4 order.  Even with a reasonable markup and shipping costs, which we will bill at actual UPS charges (probably $6-$12 depending upon destination), we would lose our shirts.  We can't process an order for the $1.50 or so gross profit we would make on the 10 cups.  So, for any orders below the minimum, you would have the option when checking out to continue shopping to add additional merchandise, cancel the order, or authorize Grogan's to charge you the difference between what you ordered and the minimum amount.
 
9. What PAYMENT methods does Grogan's accept? Top
  Short: Visa, Mastercard, Discover, Check, Money Order, and Cashier's Check or gold coinage (subject to appraisal).

Long: Credit cards are preferred and are the easiest to process, please see additional information under CREDIT CARDS or CHECKS. Checks are accepted if received and cleared in advance of shipment. Money orders and cashier's checks are fine if received in advance of shipment, and are the only accepted payment method on UPS COD orders.  Just kidding about gold coins.
 
10. Does Grogan's charge SALES TAX? Top
  Short:  Only for sales in states where we have "nexus", and in those states we will charge the applicable tax rate for non-exempt items.  Currently we charge sales tax for KY and TN, but that list is subject to change.

Long: Are you sure you want to get us started on sales tax?

Recent efforts by local merchant associations and various state departments of Revenue to get federal laws passed requiring Internet sellers to collect and remit sales taxes to all states continue.  Those efforts suggest that compliance with multi-jurisdictional sales tax laws is no longer complex, easily handled by "computers", and that various state sales tax laws are in fact uniform in most important ways, which is just not quite true.  First, all states do not participate in the Streamlined Sales Tax (SST) Agreement.  Second, participation only requires adherence to definitions and framework and does not require any uniformity in sales tax rates or exemptions.  While considerable improvement towards greater clarity and uniformity has been made, we are still a long way from the simplicity the SST movement suggests. 

Yet, proponents are correct that the current setup produces unfair completion between "local" businesses that must charge sales tax and distant sellers that may not (though many of the biggest have been persuaded to collect and remit).  But this is first a problem of tax collection, where non-taxed individuals are still legally obligated to remit "usage" taxes for non-taxed purchases yet refuse to do so since the states tend to ignore enforcement and ask for federal legislation to do their work for them (more efficiently some would argue).  It would appear that our company may fall below the threshold (at least for now, assuming the goal posts aren't moved later, as often happens with new laws) at which we would have to charge sales tax for all states, which is particularly welcome given that healthcare products and their myriad of exemptions is more complicated than most product categories.  So, until new changes emerge, we will only charge sales tax in states where we have "nexus" or some physical presence.
 
11. Does Grogan's charge a SURCHARGE for credit card use? Top
  Short: No.

Long: There is still no free lunch, and the benefits of credit card use for the cardholder is no exception, despite an avalanche of marketing by the credit card cartel to the contrary.  All consumers should realize that credit risk assumption, Cash-Back and Rewards, billing expenses, and the float factor are all costs that merchants build into their pricing structures based on the merchant fees they pay (which are increasing every year and at 2-3% can easily exceed the net profits of many small businesses that are paying them).  Since we have already recognized those costs in our Internet pricing, there is no need for a surcharge at this time.  Other business we do that may not be credit card based is another story, and there too it is important that sellers and buyers in low margin businesses (like healthcare) don't sit back and let the credit card cartel make more money on our transactions than we do.
 

Policies, Terms, Disclaimers

1. What is subject to CHANGE? Top
  Short:  Not to wax too philosophical, but really everything, just as it tends to be in life.

Long:  Well, pretty much anything, but we will advise you of any changes in pricing or policy and give you a chance to cancel your order before shipment, though this rarely happens.  We try to ensure pricing accuracy at all times, but there are some factors beyond our complete control (like product shortages and human and non-human errors).  If we can honor all advertised prices without losing too much money, we will do that, but there are times when we may have to advise an inability to honor a price.  There are also times when shipping charges may seem unusually high (very heavy items, plastic medication cups, soaps, liquids, etc.) and our attempts to estimate them upon request may be inadequate.  In those cases, any final shipping charges will be consistent with the weight, zone charts and level of service as published by UPS or other Common Carriers.
 
2. Can customers rely on Grogan's maintaining CONFIDENTIALITY? Top
  Short: Absolutely.

Long:   We are subject to laws and regulations regarding patient confidentiality under the Health Insurance Portability and Accountability Act (HIPAA).  Even though certain non-prescription sales "at retail" may not fall technically under HIPAA protections, we treat all sales as confidential.  At times, serious medical products that address personal health conditions may sound unusual.  The personal nature of many normal bodily functions, and the related nature of technological approaches to supplementing loss of that normal function may seem embarrassing on occasion.  Our staff is accustomed to discreetly working with these items and answering any questions you may have about how they work and how they may or may not be able to help your personal situation.  Also, in addition to being subject to HIPAA, we view our relationship as do other professionals.  That is, your purchase history is between you and Grogan's only, unless of course we are otherwise required to turn information over to the NSA or some other legal authority.
 
3. Why doesn't Grogan's offer FREE SHIPPING? Top
  Short: Nothing is free.  See also SHIPPING.

Long: If we could accurately identify the shipping costs on all of our 40,000+ items offered, we admit that it would be useful to include those amounts in our pricing just so everyone would know what the final delivered cost for our products would be.  Or at least build those amounts into our e-commerce system to put the shipping charge amounts in the cart at checkout.  Because our products come from over 600 different manufacturing sources, and too many of those companies haven't advanced very far with including weight and cubes with their data sets, we would have to weigh and measure thousands of products in order to be able to provide "free" or precise shipping.  We hope that day will come, until then, refer also to TRUST.
 
4. Is there a MINIMUM order? Top
  Short: Yes, $20

Long:  Yes, $20.  And yes, we do know that Amazon doesn't have a minimum order!  But our President doesn't own the Washington Post either.  Because of the wide range of products offered, the desire to keep prices low wherever possible, and the desire to offer products in lower units of measure (almost always boxes and usually by the each), not having some minimum order would create problems for us.  Take for example something as simple as DRX4253 4-ounce screw-cap plastic specimen cups (quite handy on camping trips and around the house for nuts/bolts or condiments, as well as for urine samples too of course), which sell for less than $40  per case of 100 cups but are also available by the "each" for less than 40 pennies.  Someone buying 10 cups would place about a $4 order.  Even with a reasonable markup and shipping costs, which we will bill at actual UPS charges (probably $6-$12 depending upon destination), we would lose our shirts.  We can't process an order for the $1.50 or so gross profit we would make on the 10 cups.  So, for any orders below the minimum, you would have the option when checking out to continue shopping to add additional merchandise, cancel the order, or authorize Grogan's to charge you the difference between what you ordered and the minimum amount. 
 
5. What are Grogan's POLICIES & TERMS OF SALE? Top
  Short: Everything you see on this page.

Long: Everything you see on this page, plus other Terms and Conditions that circumstances may dictate from time to time for reasons of regulatory compliance, fiscal prudence and common sense. 
 
6. What is Grogan's PRIVACY POLICY? Top
  Short: We value our own privacy and have extreme distaste for those that sell personal information to other businesses without express approval.  Your information is not shared with any other entity and we cannot imagine circumstances that would cause us to even request the rights to share your information with others. 

Long: See the entire legal language under Privacy Policy, where we outline all the technicalities of your rights and our responsibilities under the Health Insurance Portability and Accountability Act (HIPAA), and with which we fully comply because when selling healthcare products privacy is important and because we are required to do so.
 
7. What level of SECURITY does the Grogan's website utilize? Top
  Short:  Grogan's has SSL (Secure Sockets Layer) certificate from Thawte, a world-wide leader in web security. Long: Our Thawte SSL certificate is the standard security technology for establishing an encrypted link between a web server and a browser, ensuring that all data passing between the web server and browsers remain private and protected. SSL is an industry standard and is used by millions of websites in the protection of their online transactions with their customers.  In addition to this standard web protection, Grogan's encrypts all credit card information and does not store any credit card information on our web servers.   
8. What is the policy on SHIPPING CHARGES? Top
  Short:  We do charge for shipping costs but we don't pad shipping charges with "handling" charges that in reality provide additional profits.

Long: Anybody who thinks shipping is ever "free", please raise your hand then  go stand in the corner. As long as it costs us to ship your order, you are going to pay it one way or another.  We prefer to price our products and services on an "ala carte" basis, not like a modified smorgasbord.  We want our customers to pay for what they get, but not pay for more than they get.  We think the best way to do that is with honesty in pricing produced by our pricing the product fairly, then charging the actual amount of shipping charges we incur from either UPS or USPS, whichever is most effective method given the product and delivery time.   If we were able to accurately identify shipping costs in advance for all of our 40,000+ items offered, we would do so (see also TRUST) and are working on that sort of solution.  In the meantime, we will provide the actual guaranteed "not to exceed" shipping costs with our final confirmation of your order - at which time you are free to cancel the order if you think the shipping expenses are too high.  Shipping expenses are what they are based upon product weight, volume, destination, and mode of shipment and we do our best through negotiations with carriers to keep those down. We realize that this is not the ideal or contemporarily expected approach to shipping charges and are working on improvement. Two kinds of companies have comprehensively solved the shipping charge problem - small companies offering few products or big companies offering many products that can throw a big bunch of money at the problem. At this point, we don't fit into either group.
 

Pricing

1. Will Grogan's NEGOTIATE PRICING? Top
  Short:  Sure, doesn't just about everyone, under the right circumstances?

Long: Yes, with a big "BUT".  Our "right circumstances " relate to the potential to reduce our normal expenses in processing your order.  As a seller to both individuals with healthcare issues and large contracted institutional healthcare providers, we already have pricing structures that are very complex and may vary considerably on some items.  Our prices are already "discounted", so no arbitrarily fabricated discounts are available (no senior citizen or non-profit discounts, since a majority of our customers are either seniors, non-profit organizations, or others needing discounts). We can lower our prices under some predictable circumstances:  large individual orders, large long-term commitments to buy, or elimination of some specific expense reductions in our selling or processing costs.  We are happy to address your specific products needs on a very competitive basis, if you can detail those needs (item identification, quantity, timeframe, etc.).  At the same time, even for the routine items in small quantity, we pride ourselves on being competitively priced.  We conduct a lot of pricing research among our bricks/mortar as well as Internet competitors in order to verify our competitiveness.  As long as we are comparing the proverbial "apples" to "apples", we want to know when or if we aren't competitive.  In some cases, we may be able to point out the variance in what the competitor is offering compared to what we offer.  In other cases, we may adjust some of our prices.  In other cases, we may just scratch our heads because we don't want to compete with companies that are in the process or going out of business, but just haven't figured that out yet. So, please don't ask for a better price unless you have a good reason that addresses one or more of these discount justifications.
 
2. How does Grogan's Internet PRICE compare to their walk-in price? Top
  Short: Pricing will be the same for web orders as for brick/mortar orders.

Long:  Though there is considerable rational and economic basis for Internet orders to receive lower pricing in some cases since many of our costs to serve are lower for web orders than for showroom orders, we offer walk-in customers the same pricing as our web customers.  It just got to be too much trouble to explain pricing variations and economic models, so we just standardized all the pricing. 
 
3. Why do some items show up as CALL FOR PRICE? Top
  Short: We are following Internet advertising policy as set by our Manufacturer/Suppliers.

Long: The Internet has created many new competitive forces for buyers, sellers, and manufacturers of healthcare products.  Many of those forces are positive.  Even those that may be negative for sellers or manufacturers can be positive for customers - if intense competition lowers pricing.  At some point, as prices go south, the efforts to promote, sell, and service certain kinds of high-end equipment tend to suffer.  To protect the valuable activities that manufacturers believe they need from their resellers, many are moving to implement policies to protect resellers from their own stupidity in setting low prices.  As a result, Grogan's now has more than 25 of our most-recognized brand-name vendors that have some form of policy dictating how we are to advertise their products (or not advertise them in some cases) on the web.  Many of those take the form of Minimum Advertised Price (MAP) or Internet Minimum Advertised Price (IMAP).  Other policies ask us to not post any price and simply have the customer "Call for Price".  We are not sure exactly how that helps anybody, but if we do not follow official policy, we may well lose the ability to sell well respected product brands.  So, call us for the price and will give you a good one.
 
4. What is MAP and why does everyone offer the same price? Top
  Short: MAP stands for Minimum Advertised Price, sometimes extended to Internet Minimum Advertised Price (IMAP)

Long: MAP policies have been implemented for respected brands of medical and consumer goods like Littmann Stethoscopes (as but one example) in order to ensure that resellers are "adequately compensated" for their services, thus everybody selling Littmann stethoscopes will advertise at the MAP (and most likely sell at the MAP as well).  These policies may preserve a minimal level of profitability and protect competitors from their own poor judgment at times, or they may be more counter-productive depending upon your outlook.  MAP guidelines do not often protect a particularly generous margin as the manufacturers know low prices move product.  MAP policies do not restrict prices that are to be charged, only prices that are advertised as a general rule. In most cases where a MAP policy has been established, Grogan's will be advertising (and usually selling) at the MAP, except where large volume may warrant even lower prices.
 

Products

1. What is the AVAILABILITY of products? Top
  Short: As advertised on our web site, subject to various limitations.

Long: With the many thousands of products we offer, there are numerous and evolving regulatory restrictions that may make it impossible to make all of our products available to every customer.  In addition to certain items that require dispensing by a licensed pharmacist or that require use under a doctor's direction, some states impose additional restrictions on sales into their states and there may be other regulatory requirements that affect our ability to sell and ship to you.  So, the offering of any product on this web site does not amount to a guarantee of availability.  Any orders for such restricted items will be held pending our verification of eligibility as required by law before shipment.  Availability of any product is subject to change without notice so that we may assure compliance with all applicable laws.   See also DRUGS, PRESCRIPTIONS, and RESTRICTED ITEMS for additional information.  Aside from legal or regulatory issues, product availability is also affected by market conditions, manufacturer backorders, natural disasters, raw materials, product recalls, and other logistics issues.
 
2. Does Grogan's sell DRUGS? Top
  Short:  Yes, but only non-controlled items (injectables primarily) to licensed professional buyers, not to the general public. 

Long: We are not a drug store or a pharmacy, but we are a licensed drug wholesaler and do sell some RX items to authorized buyers in some states (not all states) with proper documentation (pharmacy or medical license for example).  We also sell items to consumers that are not legend drugs, but may require a "doctor's order".  See answers also under "Restricted Items" and "Prescriptions".
 
3. Do I need a PRESCRIPTION? Top
  Short:  Technically, no, because we aren't a pharmacy and can't legally "fill" a prescription.

Long: However, for some items that specify sale "by or on order of a physician", we must have evidence of such an order, which means we may need a signed order from the physician, which commonly is written on a prescription form.  Also, if you seek reimbursement from Medicare or other insurance, you may need an order from a physician to demonstrate medical necessity, but not necessarily to order the items from Grogan's.  If you order an item that is restricted in some way, we will contact you requesting the additional information.  Also, in some states, certain medical items are exempt from state sales tax if the item is "prescribed" or ordered by a physician or other qualified professional, so getting one might save you some sales tax.  Also see the answer under "DRUGS" and "AVAILABILITY".
 
4. Does Grogan's sell RESTRICTED items? Top
  Short: Yes, subject to federal and state rules.

Long: See also AVAILABILITY, DRUGS, AND PRESCRIPTIONS.  We have items that are technically "legend drugs" that we can only sell to pharmacies, hospitals, licensed drug wholesalers, and licensed practitioners (physicians primarily) in some states.  Because we are not a pharmacy, we cannot sell these items to end-users even when they have a prescription.  These items include injectable medications (vaccines, etc.) IV fluids, IV administration sets and irrigation fluids (oddly, sterile water is a legend drug which is silly).  Some other items we have are not "legend drugs" but may require a "doctor's order", and we are able to provide such items in some states upon verification of your doctor's order (support hose, urological catheters, etc.).  In some states there are additional restrictions on non-RX items like syringes and needles, so you never know what your state may be up to until you try to order odd items.
 
5. Will Grogan's SPECIAL ORDER items? Top
  Short: Yes.

Long: Subject to some limitations as to price, shipping, service charges, payment (or charging to credit card) in advance.  See also BACKORDERS.
 
6. What does STOCK item mean? Top
  Short: It means that under normal circumstances, we do keep that particular item in stock.

Long: Just because the item is flagged as a "Stock Item" does not necessarily mean that the item is available and ready to ship at all times. In particular, final availability will depend upon how much we normally stock, where we are in the reorder cycle with our vendor, whether existing inventory might be reserved for a current customer, any national backorder status for the product, and so on.  If another customer bought all our existing inventory the hour before your order, we would not have any in stock to ship to you. Being a stock item should generally mean that if we happen to be out of stock, we should already have more on order or to be re-ordered very soon. Many items, because of our actual level of sales, may have only a few units stocked.  This is especially true with ostomy, mastectomy, and other specialized items.  In e-mailed order confirmations, we  will inform you of any backorders at the time and let you decide whether keep the item on order, substitute with another like product, or cancel the item. So, if the product you ordered is not a "stock item", it is to be expected that we do not have that product in our inventory ready to ship. Grogan's will in turn place an order with the manufacturer for that item. These orders are usually billed in advance, may require payment up front or a deposit and will be shipped out to you upon their arrival (or in some cases might be drop-shipped directly to your door). We will notify you via email of the estimated date of arrival for the order.
 
7. What are the product WARRANTIES? Top
  Short: Warranties vary according to the item and the individual manufacturer.

Long: In dealing with over 600 different manufacturers of items ranging from cottonballs to hematology analyzers, it is difficult to generalize about warranties.  Most products have implied warranties of fitness and freedom from defects.  Most equipment products also have specific warranty intervals ranging from 6 months to 3 years for certain components or systems.  Many warranties cover replacement parts but not the repair labor to replace those parts.  Grogan's does select our vendors in large part based upon the serviceability and reliability of the product and the vendor's prompt attention to unforeseen quality or performance problems. Grogan's does have an in-house service department that performs many levels of maintenance and repair.  We are often able to successfully advocate our customer's position with most of our manufacturers.  We will gladly attempt to address warranty questions on specific items or categories as you proceed with your buying decisions.  Where the warranties are most important to your buying decisions, we try to include such information in our product detail.  If the warranty information you need is not presented in our product descriptions, please contact us and we will provide more specific information.
 

Shipping

1. Can Grogan's ship to CANADA? Top
  Short: Oh, Canada.  Certainly.

Long: Yes we can ship to Canada via UPS.  A valid phone number is required for customs. You will also be required to pay any duty and customs brokerage fees to receive the product.
 
2. Why doesn't Grogan's offer FREE SHIPPPING? Top
 

Short: Nothing is free.  See also SHIPPING.

Long: If we could accurately identify the shipping costs on all of our 40,000+ items offered, we admit that it would be useful to include those amounts in our pricing just so everyone would know what the final delivered cost for our products would be.  Or at least build those amounts into our e-commerce system to put the shipping charge amounts in the cart at checkout.  Because our products come from over 600 different manufacturing sources, and too many of those companies haven't advanced very far with including weight and cubes with their data sets, we would have to weigh and measure thousands of products in order to be able to provide "free" or precise shipping.  We hope that day will come, until then, refer also to TRUST.

 
3. Does Grogan's sell INTERNATIONALLY? Top
  Short: Yes and no.  We do in certain, limited situations, but not actively.

Long: The international healthcare supply business is quite different from domestic. Many of our manufacturer/suppliers have licensed, franchised, or exclusive selling channels and prohibit us by legal agreement from selling their products internationally.  International wholesale or "institutional" pricing can vary greatly from our domestic pricing structures, not unlike those found in the pharmaceutical business (yes, items are often sold at lower prices offshore than in the good ole US of A).  Shipping, taxation, customs, and tariff situations are all somewhat unique outside the US.  If the products you are interested in are not subject to restrictions (from the manufacturer or other regulation), and if you know and accept what it will cost for shipping the product and find our pricing acceptable, then by all means, order and we will ship it.  Any items that cannot be sold internationally will be noted on order documentation.  We also have international shipping available through Bongo International, a firm that arranges for overseas shipments and will be linked to our e-commerce site.  Bongo requires that you set up an account with them and they bill customers directly for shipping costs outside of our system.  We would then ship to their domestic location for them to forward to your overseas destination.

For those potential customers thinking they have the inside track to outfit hospitals in the Sudan or that have a brother-in-law in charge of procurement in Luxembourg, and are looking for a supplier, chances are you are dreaming.  We will not price your supply list, and we will not do product research and quotations on speculation.  We have been down that road and it is a waste of everyone's time.  On the other hand, we are healthcare product specialists in the United States and are very experienced in comparing brands, analyzing product needs, understanding prevailing pricing structures, and finding the best manufacturing sources.  We will entertain consulting relationships where we are paid UP FRONT by the hour for that product expertise.  Depending upon the personnel that is required, we charge between $85 and $125 per hour for these services (much less than the average Wall Street Criminal Attorney).  Advance billing and payment for 10-hour blocks of time would be required prior to any work commencing at our end.  Many or even all of these charges may be refundable in connection with actual orders placed should it be determined that Grogan's Healthcare Supply is a competitive source of supply.  Should you have interest in contracting for these services, detail your interests and we can prepare a consulting proposal.  We have found that having to put down money up front tends to separate the wheat from the chaff and spell "Reality Check" for those that think they are tight with the Minister of Health in some foreign country.
 
4. Will Grogan's ship to a PO BOX? Top
  Short and Long: Maybe.  If items needed can be efficiently shipped via a carrier that will leave products at PO Box (not UPS and not FedEx), then yes.  Otherwise, no as our primary shipper UPS is unable to ship to a P.O. Box.  
5. What is the policy on SHIPPING CHARGES? Top
 

Short:  We do charge for shipping costs but we don't pad shipping charges with "handling" charges that in reality provide additional profits.

Long: Anybody who thinks shipping is ever "free", please raise your hand then go stand in the corner. As long as it costs us to ship your order, you are going to pay it one way or another.  We prefer to price our products and services on an "ala carte" basis, not like a modified smorgasbord.  We want our customers to pay for what they get, but not pay for more than they get.  We think the best way to do that is with honesty in pricing produced by our pricing the product fairly, then charging the actual amount of shipping charges we incur from either UPS or USPS, whichever is most effective method given the product and delivery time.   If we were able to accurately identify shipping costs in advance for all of our 40,000+ items offered, we would do so (see also TRUST) and are working on that sort of solution.  In the meantime, we will provide the actual guaranteed "not to exceed" shipping costs with our final confirmation of your order - at which time you are free to cancel the order if you think the shipping expenses are too high.  Shipping expenses are what they are based upon product weight, volume, destination, and mode of shipment and we do our best through negotiations with carriers to keep those down.  We realize that this is not the ideal or contemporarily expected approach to shipping charges and are working on improvement.  Two kinds of companies have comprehensively solved the shipping charge problem - small companies offering few products or big companies offering many products that can throw a big bunch of money at the problem.  At this point, we don't fit into either group.

 
6. Can we TRUST Grogan's to not gouge us on Shipping Charges? Top
 

Short: You can trust us to do what we say.  Sure everyone says that, but take a look at our BBB rating of A+ and our 53+ year history.

Long: We don't ask you to wait for the bill to come in from your credit card company after ordering items where shipping charges can represent a substantial percentage of the value of the product.  We do ask you to take us at our word, at least until we confirm your order by e-mail with actual shipping charges, at which time you are free to cancel your order without penalty.  In cases where shipping charges are critical to your buying decision, you can call or e-mail with product information and we should be able to give you a reasonably accurate estimate based on your location, level of service desired (UPS Ground, 1-day, 2-day, etc.), and the product and quantity you are interested in.  We know this solution for shipping charges is not ideal and are working on better answers that are both prudent and manageable.