Customer Service


Initial Response, Inc.
P.O. Box 525
Carrollton, VA 23314
24 hour Order Hotline 877-377-4782 (Toll Free USA)

Ph:757-365-9317
Fax:757-357-9718

admin@initialresponse.com

Placing Orders
Orders may be placed through our Secure Online Store, or also by Phone, Fax, or Mail. All orders are subject to acceptance by Initial Response, Inc.  Prices are subject to change without notice.


Payment and Billing
Payment terms are required prior to order processing.  We welcome payment through Visa, MasterCard, American Express, Discover, Government IMPACT Cards, PayPal®, Wire Transfer or via Check. A $30.00 charge will be assessed on checks drawn on accounts with insufficient funds.  Price Quotations or Invoices can be provided by E-mail or Fax.  Exceptions to payment terms may be granted by Initial Response Inc., to include “Net 30”, but is dependent on product divisions and manufacturing.   

   


Shipping and Handling
All shipping charges are based on the weight of the product(s) that are ordered and the destination zip code that they are being sent to. We calculate these costs via the current rate calculators. We currently ship most orders via UPS Ground or the USPS Priority Mail to both business and residential addresses.  Product availability is listed on the “Sales Invoice”.  If you need expedited service on an item, feel free to contact us and we will be glad to see if the item is immediately available.

We also provide shipping to APO/AE or Priority Military Mail via the USPS.

Your Shipping choice will be honored if possible, but may have to be edited. Shipping Charges should not exceed these displayed ranges. UPS Ground (150 Lbs. Max) or the USPS Priority Mail (70 Lbs. Max), Certain items can only be shipped via UPS Ground due to weight, size, dimension, or manufacturer.

Total weight and destination zip codes vary by carrier, especially to APO addresses.
 

Exportation
All international orders must be paid in full prior to processing, manufacturing, or exportation.
Customers are responsible for paying any government taxes levied in their own country.  Acceptable forms of payment are Wire Transfers, (Bank Draft), and PayPal.  For a list of Countries offering PayPal as a method of payment, Click Here. If you have any further questions, please email or call us.  Full quotations can be provided.
 

Our Return Policy
Please report all claims for damages or shortages within 10 days after receipt of merchandise.  Damaged shipments should also be reported to the carrier immediately and not returned until instructions are received.

Most all products are returnable (in new condition) within 10 days for a full refund less the original shipping costs. 

Prior to returning any merchandise, a Return Authorization (RA) number must be obtained from Initial Response, Inc.  The RA number should be included on or in the returned package with a copy of the issued Return Authorization Form.

You may receive our  "No Hassle"  refund or credit on most items within 30 days of delivery.  Items must be in their original packaging.  Before we can accept your eligible return items, you must call to obtain a Return Authorization (RA) number.  Restocking Fees may apply.  Returns beyond 30 days will not be accepted.

Restocking Charges will apply in the amount of 15% or 20% to be deducted from the credit note for returns due to customer error, all manikins or simulation equipment, un-stocked items requiring manufacturing, or when deemed necessary.  Our standard time frame for returns is 30 days.

Shipping and insurance costs on returned items are the responsibility of the customer.  This includes any international duties, taxes, or exportation fees.  We suggest carriers that provide tracking information, and insurance.  Initial Response, Inc. is not responsible for customer returns that are lost or damaged during shipping.

Where merchandise is returned as a result of error by Initial Response, Inc., or a manufacturing defect, full credit or replacement including freight, at the discretion of Initial Response, Inc., may be issued.

Returned goods are always subject to acceptance before credit is issued.  Exceptions will apply to Software, CD’s, DVD’s, Printable Materials, or Customized orders. Certain items are simply deemed non-returnable.  In addition, opened items or in non-resalable condition will be deducted from the refund.

Sales Taxes
Sales Tax (5%) will only be added if shipping destination is within the Commonwealth of Virginia.
 

Privacy Policy/Security Policy
We respect your privacy and will never sell any information about you to third parties, nor do we advertise our customers. For our complete Privacy Statement, please visit our Privacy Policy page