Ordering Information

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Ordering Information
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Ordering Information & Disclaimers

Please read the following company policies and disclaimers below if you choose to use this website or purchase any products.

Policy definitions
For the text that follows on this web page, the words 'We', 'Us', 'Our' represent our company which is named LL Medico USA, Inc. The words 'You' and 'Your' represent our website visitors, potential customers, as well as actual customers.

Preamble
All orders accepted are subject to the terms and conditions as set out below.

Office Hours
LL Medico office hours are Monday through Friday 9:00 am - 5:00 pm EST. Due to an increase in identity theft, we no longer take fax or phone orders. LL Medico is an Internet company and we find it most efficient to handle all customer service inquiries via e-mail. (Please do NOT send your credit card and other sensitive personal information by e-mail; our secure shopping cart is there for this purpose) By using e-mail, you will be assured the quickest answer to your question (answers provided within 1 business day). This allows us to keep overhead to a minimum and provide you with products at affordable and sustainable prices.

Security Regarding Your Purchase
At LL Medico, we use the latest encryption technology, digital certificates, secure commerce servers, and authentication to ensure that your personal information is secure online. We do not sell, rent, or divulge your personal information to any person or company. Thousands of customers have purchased goods online at llmedico.com without one security issue. We are proud to have a claim-free history since opening our online store in 1997. LL Medico is a name you've long trusted to provide you with quality incontinence products as well as services.

We will never request your password, user name, credit card information or other personal information through e-mail. This practice, called "phishing", is a scam designed to steal your personal information. If you receive an e-mail that looks like it is from us asking you for your personal information, do not respond. Security protections do not work in e-mail. So, make sure you send personal and payment information using only LL Medicos secure shopping cart.

To further ensure your privacy, LL Medico packages and ships all products from our location in West Chester, Pennsylvania. No fulfillment agency or additional third party will have access to your personal information.

The easiest way to identify whether you're on a secure site is by the Web address in the URL (Uniform Resource Locator). If the Web address begins with "https://", then you're on a secure site. If the address begins with "http://" (without the "s"), then you are on a non-secure Website. Also, your browser displays a padlock icon to indicate you are in a secure site. Usually, this icon is displayed near the bottom on the right side or next to the web address. On LL Medico’s secure website you will enter "https://" safe area when you get to the ordering form in our shopping cart system. Your computer will then begin communicating with our server in secure mode, and the "http" in the web address will be replaced by "https".

While shopping on the Internet, we advise you to always check the browser address bar to confirm you are on the correct web page and not a lookalike. We also warn that if you have been re-directed from one site to another never enter a password or personal information.

Mail-in Orders
An order can be placed by using our shopping cart system and clicking the 'Printout for Mail-In Order' button. This order printout then can be mailed to:

LL Medico USA, Inc.
929 South High Street Suite 191
West Chester, PA 19382

with a check or money order payable to: LL Medico USA, Inc.
We do not accept COD orders or payment by direct bank transfer.

Online Orders
An order can be placed securely online via our shopping cart. Just add items to the cart directly from the product page you are viewing. When finished click the "Go to Secure Checkout" button on the shopping cart page to be brought to our secure server where you can securely enter your ordering information and submit your order. We only accept Visa and MasterCard at this time. The company name that will appear on you credit card statement is "LL MEDICO". Click here to view our policies on privacy and security.

Credit-card fraud is a criminal offense. For your protection all transactions are carefully monitored and logged including IP addresses, ISPs, and other pertinent information.
Note: Before ordering, please review our return policy.

Note: Our shopping cart generates and sends you automatically an email detailing your order information.

Email Confirmations
Our automated e-mail order confirmation does not mean your order has been shipped. It is to confirm that we have received your order. You will receive an email with US Postal Service tracking number for your package when it has been shipped, for orders within the US.

Order Acceptance
Receiving an LL Medico automated email confirmation of an order does not signify LL Medico’s acceptance of the order nor does it affirm a confirmation of LL Medico to offer to sell products to you. LL Medico reserves the right at any time after receipt to accept or decline your order for any reason. LL Medico reserves the right, without prior notification, to limit the order quantity of any item on an order. For questions, please contact us.

LL Medico reserves the right to eliminate products for sale at any time on the site of llmedico.com. LL Medico will use all reasonable best efforts to ensure that all products listed are available. Should a product or products become sold out or unavailable for any reason, prior to removal from the website, neither LL Medico nor any of its directors, officers, employees or other representatives will be held liable for damages, replacement or losses as a result of this occurrence.

We ship worldwide, but due to risks of fraud, theft, loss and other factors, we have limited our international service area to industrialized countries with dependable delivery options. To consider us as a supplier, you must be able to provide us with a delivery method that can be guaranteed.

Billing
Company policy: We never charge your credit card before we have confirmation from our warehouse that the order is ready for shipment. The only exception is for special orders, personal custom sizing, and other non-saleable colors and designs which will be charged before ordering from the factory in order to avoid cancellations. If your credit cart declines we attempt to charge your payment method daily for one week before canceling your order.

Inventory and Substitutions
Though we continually monitor our inventory to ensure product availability, there are times when products may be out of stock. We will call or e-mail you to determine if you would like to wait for the product to be in stock, substitute other items, or cancel all or part of the order. In cases where a substitution is necessary, we will contact you before shipping and provide the option to select other items. If you decide not to make a substitution, we will ship available items minus the out of stock item(s) or cancel the order if you prefer to do so. Your credit card will not be charged until we ship your order, and you will not be charged for out-of-stock items.

Special Orders
Special orders, personal custom sizing, and non-saleable colors and designs CANNOT be cancelled after the order has been placed with the factory and your credit will be billed immediately. All special orders are made under these terms and conditions alone and our salespeople have no authority to make any promises on the Company’s behalf or to vary from these terms.

Shipping and Handling
Our shipping prices are based on US Postal Service Priority Mail plus packing and handling charges. You also can have your package insured in transit by requesting Express Mail, at an extra cost. We also ship worldwide. You may request insurance for international shipments as well. Shipments of in stock items usually ship within 48 hours. Out of stock items and special orders will take longer depending on availability. Specifying a second choice can speed your shipment.

Note: Actual delivery times for international orders may vary due to custom constraints in the country of destination.

Note: Rush processing is contingent on product availability. Please write the request note for Express Shipping (US Postal Service Priority Mail only) in Comment Section of the order form.

Note: Please ensure that the correct postal delivery address is entered on the order as we cannot be held liable for any missing packages dispatched to an incorrect or incomplete address through no fault of our own.

Note: Responsibility of the seller is terminated upon delivery of packages to the US Post Office or similar carriers. We are not responsible for lost, stolen, or opened packages.

Shipping Rates
(includes packaging, handling, and shipping charges)

Domestic

USA Under 1 lb. $7.95

Over 1 lb. According to weight *

* If your ordered items fit into a Flat-rate USPS Priority Mail envelope or a Small Flat-rate USPS Priority Mail box, a flat rate of $6.95 will be charged even if the 1 lb. limit is exceeded. If the items require larger packaging and exceed 1 lb. in weight, you will be charged according to US Postal Service shipping rate for your zone, package's weight, and size etc. (plus packaging and handling).

These rates above are for US Postal Service shipping only.

International

Canada & Mexico: $24.95**

All other countries $29.95**

** For orders of 3 or less pants and equal amount or weight. For orders of 4 or more pants, and orders with mattress covers, lined pants, diapers or disposable pads the rate will be according to US Postal Service Shipping charge (plus packaging and handling), due to these item's bulk and weight.

These rates are for US Postal Service shipping only. We only ship by US Postal services outside the USA.

Although insurance for international shipments is optional, we strongly recommend that you choose to insure your package. Insurance is meant to protect you, the buyer, should your package be lost, stolen or damaged while in transit. This option is available at checkout. LL Medico is not responsible for lost, stolen or damaged packages.

By placing an order, you agree that LL Medico cannot be held liable for lost or stolen packages. This is why we recommend that you purchase insurance because it gives you the added protection to seek recourse with the carrier should this happen. Although seeking recourse for lost or stolen packages is the responsibility of the recipient, please let us know and we will do our best to investigate the matter from our end. Ultimately,however, you are responsible for seeking recourse should your package be lost or stolen.

International Addresses
USPS Global Priority Mail (Air Mail) is a Joint service of US Postal and destination country postal authorities. This shipping method does not include a tracking number. The average delivery in 6 to 10 business days or less to most developed countries, with widely varying delivery times in some countries or in regions away from major cities, package can be subject to delayed by your countries customs officials.

International Shipments
LL Medico is pleased to offer international shipping. LL Medico is one of the few on-line stores offering this service and we are proud to share our site with the world.

LL Medico do not and cannot track or manage the thousands of international import laws, rules, guidelines and limitations for the many countries we currently ship to. We urge all of our international customers to check with their local customs office prior to placing an order if there are ANY questions regarding the importation of a product, ingredient or quantity of product.

Declaration of package contents and values are mandated by Customs agencies throughout the world. Therefore we do not mark merchandise values below value or mark items as "gifts" - International government regulations prohibit such behavior. So in accordance, LL Medico must report general package contents and fair replacement values. Any and all duties and fees imposed by the destination country are solely the customer’s responsibility.

We use USPS Priority Mail International only as our primary international carrier.

Shipping costs for international orders are based on overall package weight and dimensions, and an average of shipping zones as dictated by the U.S. Postal Service.

Shipping fees cover only the cost of package transportation based on weight and zone formulas, and the cost of packaging materials, and limited, basic insurance (as defined by the contracted carrier).

Shipping fees do NOT include any Customs or Brokerage fees, or importation taxes, duties, tariffs, penalties, etc. These remain solely and completely the customers responsibility.

When you place an international order, you accept complete and sole liability and responsibility for the package and its contents once it has left LL Medicos warehouse.

Should your package be held or refused by customs for any reason at the destination country, you hereby remain responsible for the full purchase price of the order plus shipping costs.

If you refuse the package because of duty fees that may be associated with it, or for any other reason, you retain responsibility and hereby agree to pay the full order price, plus shipping costs for the order.

If a package cannot be delivered for any reason other than carrier loss or damage, to the address you provided, or should you refuse the package, you hereby agree to pay for the order in full and waive all rights of chargeback.

Because U.S. law prohibits the re-importation of many health-related products, LL Medico cannot accept returns on any international orders.

Military APO/FPO Orders
APO/FPO or AE orders are treated as regular US domestic orders and shipped via US Postal Service Priority Mail. Priority Mail cannot be guaranteed for specific timeframes as heightened security can delay the delivery of packages to military bases, especially outside the United States.

Discreet Shipping
LL Medico only offers discreet unmarked packaging (i.e., no labels or mention of the package's contents) with our company identified as "LLM" for the return address.

Shipment Tracking

Customers, who provide an email address when ordering, will be emailed an automated shipment confirmation that contains the tracking number upon dispatching of the order. Please do not contact us regarding a tracking number. Please note that special orders and out of stock items usually take 4-6 weeks to ship.

Any use tax, sales tax, excise tax, duty, inspection or testing fee, or any other tax, fee or charge imposed by any governmental authority, on or measured by the transaction shall be paid by the customer in addition to the prices quoted or invoiced. Customers should submit an exemption certificate or other document acceptable to the authority imposing the tax, fee or charge where applicable.

Important Notice: Regarding customs fees, some countries (UK, the E.U., and Canada in particular) charge customs fees or import duties on merchandise ordered from overseas. Please be aware these taxes and fees, charged by authorities in the destination country. Any customs charges or other taxes and fees charged by the destination country are the responsibility of you the customer. We are unable to advise the exact charges that may occur as they vary from country to country. International orders that are returned as undeliverable or for refusal to pay local custom fees are subject to a 10% restocking fee in addition to the cost of shipping.

US Postal Service Tracking: Click Here

Lost or Stolen Shipments (USA only)

LL Medico is not liable for any lost shipments or shipments that occurred due to customer error. Please make certain all customers' related information such as address is entered correctly upon placing the order.

In the event that an order has not been received within 14 (fourteen) days from receipt of a shipping confirmation, please contact us at sales@llmedico.com.

If US Postal Service or UPS tracking indicates that an order has not been delivered in 30 (thirty). You must ask the shipper for (US Postal or UPS a full credit or replacement of order.

If US Postal Service or UPS tracking confirms that your order was delivered, and you are not in receipt of it, we recommend that you first contact your local Post Office or UPS where it is possibly being held for you.

If US Postal Service or UPS tracking confirms an order has been delivered, and you are not in receipt of it, then any dispute you have MUST be addressed with US Postal Service or UPS directly. Delivery is assumed and designated as such by LL Medico (LLM) and the customer to be complete when confirmed as delivered by the US Postal Service or UPS tracking system. Customers assume all risks and responsibility for the safety of a shipment upon delivery. LL Medico (LLM) cannot be responsible for theft or loss of delivered goods, and assumes no such liability.

Mail theft and mail fraud (i.e., the false reporting of stolen or unreceived mail) are federal crimes. We are happy to assist US Postal Service and UPS authorities and our customers by providing any documentation that may be helpful in reporting and/or recovering a lost shipment.

Lost or Stolen Shipments (Outside USA)

Lost or stolen packages internationally: By placing an order, you agree that LL Medico, Inc. cannot be held liable for lost or stolen packages. This is why we recommend that you purchase insurance because it gives you the added protection to seek recourse with the carrier should this happen. Although seeking recourse for lost or stolen packages is the responsibility of you, the recipient, please let us know and we will do our best to investigate the matter from our end. Ultimately however, you are responsible for seeking recourse should your package be lost or stolen.

Liability
LL Medico has no control over the use of products available from this site, and we assume no liability connected with their use. Under no circumstances are we liable for any loss, damage or expenses of any kind arising out of the use or inability to use our products. Including, but not limited to, negligence, human error, and intentional misuses or otherwise. LL Medico USA Inc. shall not be held legally responsible for any direct, indirect, special, incidental or consequential damages, including, but not limited to, loss of income, profit and loss of or damage to person, claims of third parties resulting from the use, or the inability to use, the products offered on this Website.

Damaged Items
If you receive an item that has been damaged in shipping, please keep all packaging materials. Claims cannot be made if packaging materials are missing. Report the damage immediately to the carrier (e.g., UPS, U.S. Postal Service). DO NOT ship the package back to LL Medico! Instead, wait for the carrier to pick up and inspect the package.

Return Policy
Please make sure you are ordering the correct styles, colors, sizes, etc. of our merchandise. Due to the hygienic nature of incontinence products and the stringent United States health regulations, we cannot accept returns, give refunds, or make exchanges on any washable, reusable or absorbent incontinence/health products wrongly ordered by our customers. This policy applies to "buyer's remorse" (i.e., when a customer orders a product, and then decides they don't want the product). Therefore all sales are final. NO RETURNS with the exception of defective or wrongly shipped merchandise (i.e., Products were not what you ordered from LL Medico). In the case of defective or wrongly shipped merchandise on LL Medico's part, you must request an Authorization for Return of Merchandise (RMA) by contacting us within three (3) days of receipt of your order. No exceptions. Any unauthorized returns will be held for two weeks in isolated storage away from our warehouse. If you do claim the merchandise, you will be charged for shipping it back to you. If you do not claim it will be discarded by us. This is in compliance with government health and safety regulations. BE AWARE NOT TO SHIP USED INCONTINENCE PRODUCTS BACK INTO USA. US HEALTH LAW. (FDA)

While every effort has been made to display the colors of our products as accurately as possible on our website, the actual colors you see will depend on your own monitor. We cannot guarantee that the color displayed on your monitor will accurately reflect the color of the product on delivery.

All of our products are considered the same as undergarments and may not be returned if first used, for your safety, as well as the safety of others. Please make sure that you take extra care in measuring your size correctly, there are no returns for wrong sizes. Customers should review the product chart prior to ordering any vinyl or cloth garments. You also have to bear in mind that sizes vary between our US and European manufacturers.

We have inspected every product prior to shipping. We only warranty that the products will arrive in good condition. Should a product fail for any reason (i.e., over stressing), we are not responsible. We do not warranty the performance of the product's usage. It is the costumer's responsibility to inspect the product immediately at arrival. If a defect is found prior to use, we will authorize a return for review. Your inspection of the product must occur within the first three (3) days of arrival at your address.

LL Medico will not repair or replace any product that has been worn or otherwise used.

Payments
Your payment for products must be sent in advance.

Personal Checks
Orders will not be shipped until your check is cleared at our bank which is 10 to 20 business days for personal checks. This also applies to certain certified checks in large dominations. Therefore, it is preferable for US residents to use USA Postal Money Order checks which won't delay your shipment. US residents as well as overseas costumers please make checks payable in US Dollars (USD) only payable to "LL Medico". Please make sure your check has your name and address on it. We cannot accept Eurocheques, or any checks which are not drawn on a US bank. No exceptions. Here is why: Fake cashier checks and money orders are common, and the bank will cash them and then hold LL Medico responsible when the fake check is discovered weeks later. Therefore, US Post Office Checks get first priority in fast shipment at LL Medico since the checks can be scrutinized and verified the same day at the post office.

Assistance
If you require help with this ordering process, please fell free to contact us regarding any questions you may have.

Institutional and Bulk Pricing
Please contact us for additional information on institutional and bulk pricing.

Product Pricing
Cost reduction remains a significant challenge in any business and at LL Medico we aim to keep prices low. However, due to circumstances beyond our control, including, but not limited to, increasing material and labor costs, increased shipping costs, and the falling US Dollar versus the Euro in the case of our Netti products, this is not always possible. Despite those pressures, LL Medico has had great success in holding costs and charges below market averages. LL Medico may, at any time, make modifications to the products and pricing described on this website.

Paper Catalogs
LL Medico keeps the price of its products low and passes the savings on to our customers by not having the expense of printing and mailing paper catalogs. Please do not request one as we do not have any available in print. All necessary information can be obtained far more easily from our extensive website, especially since we update our online catalog routinely (new products, discontinued products, etc.).

Free Samples
We are sorry but we do not provide free garment samples. The cost of free samples always results in an unfair price increase of these reusable garments for the sick and disabled, and these persons often have inadequate financial resources.

Changes to Policy and Privacy Statements
LL Medico USA, Inc. reserves the right to update or modify these Terms, as any changes, effective immediately at any time and without prior notice. Your continued use of our website will be deemed acceptance of the changes.

Currency Conversions (for foreign transactions)
Please visit The Universal Currency Converter to get up to date conversions to US dollars.

Translations
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