Frequently Asked Questions
Q: What are your hours of operation?
A: Hours of operation are Monday through Friday 8:00am to 4:30pm, Central standard time.
Q: Can I order by email or by fax?
A: Yes, you can email your order to orders@alcosales.com or fax to (800) 950-1167.
Q: Do you have an order minimum?
A: Yes, $20.00 before freight and taxes. Orders that do not meet the $20.00 minimum will be subject to a minimum order fee of $4.00. Please also be aware that some products may have a minimum quantity requirement which will be relayed to you when placing your order.
Q: Do you coordinate with Medicaid or any Insurance carriers for products purchased?
A: No. ALCO does not coordinate with Medicaid or any insurance carrier.
Q: What will the shipping and handling charges be for my order?
A: Freight is determined by the weight and distance and is calculated at the time of shipping. Freight is F.O.B. origin with freight and handling charges prepaid and added to the invoice. Stock items will ship right away and backordered items will ship as available, unless you request to have the order shipped complete. Please note, additional shipping charges apply to all backorders. It is recommended you contact our Customer Service department for a freight quote should you have questions at 800-323-4282.
Q: Can ALCO ship Third Party using my UPS or FedEx Account?
A: Yes, your account can be used in many instances. We try to accommodate all of our customers' shipping needs, but in some cases, such as drop shipments, using your account may not be an option. Please keep in mind a handling and packaging fee applies to all orders.
Q: Will ALCO ship internationally?
A: Not at this time. ALCO currently has distribution channels in the U.S. and Canada only.
Q: Do you offer repair services in my area?
A: We offer on-site repair services to facilities located in the Chicagoland area only. Please call us at 800-323-4282 to see if you are within our service area. However, we do offer repair services for items such as bed controls, pillow speakers, circuit boards and more. Please visit our Repair Services page for more information.
Q: What is an RMA, and how do I process a return request?
A: An RMA is a Return Merchandise Authorization, also known as an RA or Return Authorization. Written approval with RA number must be obtained from ALCO for any merchandise to be returned. Where authorization is granted, there may be a restocking charge up to 30%, and product should be returned freight prepaid. No returns on custom-made items unless due to factory error. 30-day limit on returns. Goods incorrectly ordered will be accepted back for credit if returned within 30 days and are in original condition and packaging. Please call our Customer Service department at 800-323-4282 or email at info@alcosales.com and they can assist you.
Q: How can I obtain a copy of your catalog?
A: You may request a catalog by calling Customer Service toll free 800-323-4282 or faxing your request to 800-950-1167. You can also view our online catalogs! You can print, download, email and share pages! Page by page viewing available.
Q: Does ALCO have a privacy policy?
A: Yes. It can be found here.
Q: Does ALCO offer products other than what is shown on the website or catalogs?
A: Yes. You may contact Customer Service at 800-323-4282 or info@alcosales.com to assist you with items you are unable to locate on our website or online catalogs.
Q: Why would I be contacted for credit card information after placing my online order?
A: This may happen when a customer creates a new account on the website when placing their order, not realizing they have an already existing account in our system. Once the order is linked to the already existing account, the credit card number – which downloads encrypted – cannot be moved with the order. At this time a call to obtain the credit card information is necessary to complete the order process. To prevent this from happening you may contact Customer Service (800-323-4282 or info@alcosales.com) prior to placing your online order to obtain your account number or request a login and temporary password be emailed to you.
Q: Why does my online order show TBD for shipping and handling charges?
A: All orders placed online will display shipping and handling as TBD (to be determined) since freight is determined by the weight and distance and is calculated at the time of shipping.
Q: What does it mean if an item is labeled as a "bariatric product"?
A: The term “bariatric product” is used to indicate items from ALCO that have a larger weight capacity. Because there is not a standard weight limit that is related with items listed as “bariatric,” it is essential that you check the actual weight capacity of individual products to guarantee that they suit your needs and are safe for use by your patients.
Q: What are OEM products?
A: OEM products are items made by the Original Equipment Manufacturer. These “brand name” items are made for use with a product by the product's manufacturer.
Q: Where is the serial number located on my product? How is it formatted?
A: The serial number location varies based on the product.
The location of the serial number for the following products are:
- Manual wheelchairs - under the seat on the crossbrace or on the frame
- Power wheelchairs - located on the frame and will not be located on any electronic components. On a power wheelchair, you may have to remove the batteries or shroud to locate it.
- Beds - on the bed ends, headspring, and footspring
- Lifts - on the mast and base
- Patient aids (walkers, canes, rollators, commodes, etc.) - various locations with a date or lot code of 5 or 6 digits
Q: When ordering wheelchair parts, how is right and left determined?
A: When ordering wheelchair parts, right and left is determined while sitting in the wheelchair.
Q: How can I find the proper upholstery for my wheelchair?
A: You can locate wheelchair upholstery on our website by clicking the Wheelchair Parts category or you can contact our Customer Service department at 800-323-4242 or info@alcosales.com.
Q: How do I properly install tires on my wheelchair?
A: If you are having trouble installing tires on your wheelchair you can refer to our Solid Tire Mounting Tool Instruction Sheet or watch a video for Tire Mounting Installation located on the Product Videos section of our Resources Page. If you continue to have problems, contact our Customer Service Department for additional assistance at 800-323-4282.
Q: What is the difference between locking and non-locking call cords?
A: A locking call cord can be reset at the nurse's station and on the call cord itself. A non-locking call cord can only be reset at the patient’s bedside station.
Q: How do I choose the proper caster or wheel for my application?
A: When choosing the proper caster or wheel you can refer to our Caster & Wheel Selection Guide or contact our Customer Service Department for assistance at 800-323-4282.