Faq
Account FAQs
Do I need to have my account number in front of me when I contact you?
It is helpful, but not necessary as we have the ability to look your account up by company name or city you are located in.
When is the best time to contact NAO Global if I need assistance?
Our office is open from 8 a.m. to 8:00 p.m. Central time, 6 days per week. Our Customer Service phone number is 877-218-1159 OR you may email us at info@naoglobal.org.
If I have questions about my account, who do I need to speak to?
General questions regarding your account and NAO Globa Supply operations can be directed to NAO Global Customer Service at 877-218-1159 or via email to
Credits & Returns FAQs
I received my order but some of the product listed on the packing slip is missing and/or damaged. What should I do?
Within 72 hours of receipt of the shipment you should submit a Delivery Discrepancy form (located under the For Customers tab, sub-category Forms). Once received, someone from the Credits/Returns department will contact you within 48 hours. If you have additional questions about the returns process please contact NAO Global Customer Service or email info@naoglobal.org.
Documents
Documents
| Title | Modified Date | Size | ||
| NAO Global Terms & Conditions (PDF) | 11/22/2011 | 61.31 KB | Download |
General
What is the return policy?
NAO Global Supply sells equipment and products globally. Due to the international nature of our business, Returns are cost prohibitive. However; our merchandise is of top quality and is backed by Manufacturer Warranties. Customer satisfaction, consistent value and service is of utmost importance to NAO Global, we will go out of our way to have satisfied customers!
I live in a foreign country, can I order? Do I have to buy in large quantities?
There is no minimum order for any customer regardless of your location. We however recommend consolidating purchases for our international customers for shipping charges to be cost effective. We ship internationally.
Do I need to provide any special documentation to buy from NAO Global Supply LLC?
NAO Global Supply LLC is a distributor of healthcare devices sold either directly to another business or to the public. Please refer to our product catalogue for additional details. Legitimacy of a business will be verified for devices which cannot be sold directly to the buying public.
Payment & Terms FAQs
What if I wish to change my payment terms from credit card to open terms or vice versa?
Please contact Priscilla Ayerite at prmasvos@naoglobal.org with your request.
When am I billed for my order?
Invoices are sent out via email, fax or EDI transaction, depending on the preference you selected when your account was set up. Credit card orders are charged for the complete order at the time of order placement, however, you may be billed on a separate charge for the frieght, if necessary.
My credit card statement shows I paid $X total for an order but the invoice I received is for less. Am I being overcharged?
No, invoices only reflect the total dollar amount for product that has shipped. If items on your order have been backordered, they will show $0 on the invoice until they ship. Additional invoices will follow as backorded product(s) ship. Your P.O. # is referenced on every invoice to provide you an easy way to reconcile your credit card statement and open P.O.'s.
Why does my credit card have to be charged for the order total when you don’t have all of the products available?
Our terms for accepting credit card payments are set that way to expedite fulfillment of your order in the event of any backordered items. As you know, credit card companies charge a fee for each transaction, so to help keep costs low, we do one charge for the order.
Why did my credit card decline?
When a credit card declines on our website we are not provided with a reason for the decline of the charge. Please contact your bank for detailed information.
I pay by credit card but I am receiving invoices. Why am I being billed twice?
Invoices are sent as orders ship. If you are paying by credit card, these are simply for your records and do not require payment.
Shipping FAQs
Why do you not hold orders until all products are in so they ship complete?
Due to lack of storage area in the warehouse, we are not able to set aside portions of an order as we wait for the remainder to arrive. Manufacturers can have delays filling our orders and that would delay your order preventing you from receiving at least some of the product available. Additionally, the longer products set around the greater potential that they could be misplaced or damaged due to the volume of product being moved around the warehouse on a daily basis.
Don’t multiple shipments drive my freight costs up?
Orders over $2000 receive a one-time, 1% of order total fuel recovery charge that covers freight regardless of the number of shipments. Smaller orders ship actual freight or by your ground account if provided.
How soon should I receive my order?
If your order is over $2000, submitted on time and all of the product is available, your order will be shipped on your assigned ship day and should be delivered to you in 1 - 3 business days depending on your location.
When will I receive my backorders?
Backorders are shipped based on receipt of product from the manufacturer. If the order amount was originally over $2000, we reserve the right to consolidate it with your next order on your next standard ship day. If the order was originally under $2000, it should ship next business day.
Shipping Information
When will my merchandise ship?
Payment must be received after an order is placed and before the goods are shipped. Are there any Restrictions for international customers? NAO Global Supply does not discriminate based on location, we will supply goods to your neck of the woods.
What Payment methods do you accept?
We strive to make things as simple as possible for you! To that end, you can pay via: • Credit Cards via PayPal • Paypal (3% fee) • Debit Card or Cash (in person only) • Money Orders • Wire Transfers • International Bank Wire Transfers • Letters of Credit
Can you arrange shipping to a foreign country by freight?
Yes, we can arrange shipping by ocean freight either by OCL (container) or LCL (less than container). Shipping costs are based on origin, destination and weight.
I am an international customer, who pays for shipping?
All loads are sold FOB (freight-on-board) – the buyer pays for all shipping costs. NAO Global Supply Company has developed long-term, large-volume relationships with national and international shipping channels. We can offer very competitive, discounted shipping rates through our contracted carriers.
Website & Ordering FAQs
Why can’t I see my order in the “Open Orders/Backorder Report” section of your website?
Orders do not appear on the website until after the product we have in stock has been shipped and there are backorders – these will show up within 24 hours of the first shipment on the website. If you know for certain the order has not shipped complete but still cannot see your order online, it is probable that someone is working on it in the warehouse (allocating product to it, picking product for shipping, etc.) During these times, the order is not available to view but should reappear once the portion being worked on has shipped unless the remainder of items shipped complete and the order has been closed.
How do I know my order was received?
Web orders get a copy of the order in the purchasing contact’s email upon submission. An order acknowledgment is also generated by our inventory system and sent by fax or email once the order enters the processing stage. Where and how the acknowledgment is sent is determined by the response regarding how you wish to receive these on your application when it was submitted to us. Any changes to the way these are sent and to who should be referred to Priscilla Ayerite:prmasvos@naoglobal.org.
Why am I unable to see certain products on your website?
Certain product have restrictions that require additional paperwork to be filled out. Contact NAO Global Customer Service to review the manufacturer in question and obtain more details.
I ordered product that your website indicated was in stock but on my confirmation it shows the product as backordered. I needed that product immediately and told my customer I would have it for them within the week.
Even though our website is updated hourly with the most current stock information there is always a possibility that an order was received and entered ahead of yours and the product was allocated to it and shipped depleting our inventory.
I have tried to submit my order but the website will not acknowledge my order has been accepted. What do I need to do?
Please contact our customer service department or email info@naoglobal.org.
How long does it take you to get backorders/non-stock product in your warehouse?
Stock levels and lead times are available on the website by clicking on the Part No of the item in question. This will display the warehouse you ship out of, current stock level of the item and date it will be available. Lead times for non-stock items are also displayed here.
I want to have your products available on my website. How do I obtain a copy of your complete inventory to upload to my system?
Contact NAO Global for the CD of the catalog. This is a onetime "picture" of the entire inventory in our catalog, including low res images that may be uploaded to your site. Cost is detailed on the "Electronic Data Services Form" located in Forms on the website. The 2nd option is through subscription to continuous updates via an ftp site. Every day, you will receive an updated version of our catalog in the ftp site for use by you to upload to your site. This process requires set up and testing prior to being available to you to ensure no lapses in the transmission to or from the ftp site to you. Cost is detailed on the "Electronic Data Services Form" located in the Forms section of the website.
