Shipping & Returns
How orders ship from Salt Lake City, and how returns and claims work.
Shipping
Orders within the United States ship by UPS from Salt Lake City. Shipping is calculated by the weight of the order at checkout. UPS Ground is the default; faster services are offered at checkout.
Freight items
Mobile medical cabinets, drawers and other temperature control products (except the Chillcore) ship on a pallet by LTL freight truck (class 77.5) for safe keeping, because the risk of damage by parcel carrier is much higher. Freight is quoted after you place the order, and we contact you before shipping.
International shipping
Orders outside the United States are quoted for freight before they ship. Request a freight quote through the quote form, by phone at (801) 262-6503, or by email at [email protected].
Returns
All returns must be authorized before they are sent back. Returned product must be unopened and in its original packaging. If there is a manufacturer's defect or another situation that warrants a return, Thomas EMS issues full credit, including freight.
Claims
Report any shortage or error as soon as your order arrives: (801) 262-6503 or toll-free (800) 445-3640. Items held more than thirty (30) days from the date of receipt are not accepted for credit.