FAQ’s

1.       What are your hours?

a. Business hours are M-F 8-5 MST. You can find information and order on-line 24 hours a day, 7 days a week.

2.       How can I order?

Please Note: If you have ordered from Chinook before then you already have an account with us. To order online with an existing account, all you have to do is set up an account using  the main email address listed on your account. If you need help obtaining correct email address to use, email us and a customer support representative will assist you. Or call us at 800-766-1365 during normal business hours (M-F 8-5 MST).

a.  You can order on-line at www.chinookmed.com.
b.  You can order by faxing us at 970.375.6343
c.  You can order by emailing us at sales@chinookmed.com
d.  You can order by calling us at 800.766.1365 or 970.375.1241

3.       Why buy from Chinook?

a.  Chinook sources the highest level of quality products to suit all kinds of emergency medical situations. We provide the highest level of customer service and support custom ordering to meet your requirements.

4.       I need something I can’t find on your web site, can I still get it?

a.  Yes! We specialize in supporting custom orders for our customers. To get a quote on any medial related items you do not see on our web site either fill out the RFQ or send us your request via email (sales@chinookmed.com) or fax (970.375.6343) and we will get in touch with you right away. Special items (custom orders) have minimum requirements.

5.       What is the difference between a module and a kit?

a.  Modules are usually a part of a kit. They tend to be injury specific, focusing on a certain area of medical treatment (i.e. burn, dental, medication, etc.). Modules are also vacuum sealed for efficient packing.

6.       What is your Newsletter all about?

a.  The Chinook E-News is only sent out periodically to subscribers and it contains Industry News & Articles, Upcoming Meetings & Shows, New Products and Monthly Sale Items. We do not share any customer information and you can unsubscribe at any time automatically.

7.       What qualifies for a return?

- Products shipped within the past 30 days
- Product is in an un-opened and saleable condition
- Medical kits must have original zip tie security tag intact
- Products damaged during shipping
- Defective products
- Mis-shipped products

Products that do not qualify for a return:

- Non-stock, special order, custom, discontinued, or sale items
- All Rx products requiring a medical license
- Products shipped over 30 days ago

All product returns are subject to a 15% re-stocking fee.

The return process

a.  Call to receive a Return of Merchandise Authorization (RMA) number for the return (1-800-766-1365).

b.  Ship product via U.S. Postal Service, FedEx, or UPS back to the address immediately below. Be sure to reference your RMA number on the shipping label or somewhere else visible on the box.
Chinook Medical Gear
ATTN: RETURNS / RMA#XXXXX
54 Girard St., Suite A
Durango, CO 81303
c.    We will refund the credit/debit card or account used for the purchase when we receive the package. The shipping or freight charge is not eligible for a refund in most circumstances.

8.       Can you ship internationally?

a.  We ship to most anywhere in the world. However, due to laws and regulations of each country, we are very limited in what we are allowed to ship internationally. Items are marked on our website whether or not they are available for shipment outside of the United States.
 
Any customers that require an RFQ for international business, please contact us at international@chinookmed.com. Send your contact details, ship to address, items and quantity requested and we will review for compliance as quickly as possible. 

9.       What are international shipping charges?

a.  International shipping charges are based on the type of carrier used. UPS International, USPS Priority Mail International are the current options available. *Please Note: By choosing USPS Priority Mail International the customer assumes all responsibility for lost or damaged goods and will not be reimbursed or reshipped at Chinook Medical Gear’s expense.

 As International orders are based on dimensional weight, the exact charge is unavailable until after the order has been packaged and weighed. If an estimate is needed, that amount may vary depending on the product's dimensions and the size of the order. The customer is responsible for all customs and duty charges. A shipping quote will be sent to the customer for approval before the shipment is processed.

10.    Can anyone order special items?

a.  Special items (custom orders) have minimum requirements. Please contact us or send in an RFQ to see if your order qualifies.

11.    I currently order via fax or phone, how do I start ordering online?

a.  If you have ordered from Chinook before then you already have an account with us. Just set up a new online account using the main email address listed on your account. If you need help obtaining the email address listed on your account, please email us and a customer support representative will assist you. Or call us at 800-766-1365 during normal business hours (M-F 8-5 MST).

12.    What are the benefits of registering and ordering online?

a.  Can order at your convenience when you want to
b.  Can see your pricing (for approved customers)
c.  Can check the status of your order
d.  Can track your order
e.  Can see your order history

13.    I forgot my password and/or username?

a.  If you need your account number or a password email us and a customer support representative will assist you. Or call us at 800-766-1365 during normal business hours (M-F 8-5 MST).

14.    Can I order prescription items?

a.  Chinook is a Licensed Colorado Drug Wholesaler. We have a pharmacist on staff, but we are not a legal entity known as a “Pharmacy” and cannot dispense prescriptions to individuals. We also do not handle controlled drugs. With the proper information on file, we can sell prescription medications to:
· Government Agencies
· Military Units
· Corporations and other entities with a licensed health professional
· Drug Wholesalers
· Hospitals and Clinics
· Physicians
· Dentists
· Veterinarians
· Other health professionals that are licensed to prescribe.

b.  All qualified individuals wanting to order prescription items must fill out and submit the following Medical License Authorization Form. We require this information before we can fill any orders for prescription items. It is not necessary to fill this out for every purchase, only with your first order and again if your license has expired.

c.  Prescription items are not eligible for return or refund.

15.    What is your backorder policy?

a. If we are unable to ship your order complete, we will ship available items per the order and back order remaining items until they are available. If your entire order is held because of a backorder, we will email you regarding the back order status. Credit card charges only apply for items that have shipped.

We will ship backorders via the most economical method at no cost to the customer. Backorder shipping charges may apply to custom orders, bulk orders or other specialty circumstances.

16.    Do you have any minimum requirements?

a.  Yes. Chinook Minimum Order Policy - Chinook has a minimum order requirement of $25 for all on-line orders. If you need to have an exception made for your order, please contact us at 800.766.1365 to place your order over the phone.

17.    Why can't I add items to my cart?

a.  Most likely it is because cookies are disabled in your browser. Go into your browser settings and change security settings to medium and enable cookies. This is the case with other sites with shopping carts as well.

18.    Liabilities and Terms & Conditions?

a.  Customer warrants that it is appropriately licensed or registered and in compliance with any and all requirements of the Food and Drug Administration and State regulations for any products ordered. Customer further warrants that all individuals using products purchased from CMG are adequately trained in their use, and Customer ensures the use of such products to be according to any instructions contained in packaging of such product, and to be in accord with current standards of care applicable thereto. CMG shall not be liable for any special or consequential damages that result from the use of, or the inability to use, the materials on this site or the performance of products purchased, even if CMG has been advised of the possibility of such damages.

19.    Warranty

Chinook provides both products that we manufacture and products that are manufactured by others. In addition,
some products are assembled in Kits or Modules while others are provided individually. For each scenario, please
see the warranty details below.

a.  
Non-Chinook manufactured products: Warranties vary and are specified by the manufacturer. All product
warranties should be addressed through the manufacturer.

b.  
Chinook manufactured products (Chinook Packs): Lifetime Warranty. Should one of our products fail due to a defect in materials or workmanship, we will repair or replace it, free of charge, for the lifetime of the product. Simply put, if we did anything wrong while manufacturing your gear, whether you find out when you first pull it out of the box or when you are laying in a foxhole, we will fix it. This warranty excludes normal wear and tear such as tears or holes due to abrasion, abuse such as getting run over by a vehicle or caught in wire, personal modifications, heat or fire damage, smashed buckles, or discoloration due to contact with chemicals. This warranty applies only to the original purchaser and is non-transferable. Some limitations apply, please contact us for more information. All of our products are manufactured in USA under strict quality control guidelines. Our products are sewn with state-of-the-art industrial sewing machines using high quality nylon thread. We use only the best materials available to ensure your satisfaction. Great care is taken to ensure that our products will provide you with years of faithful service and be ready when you need them.

c.  
Chinook assembled products (Chinook and Custom Kits & Modules): All assembled products carry the warranty of the items it is comprised of. Please see individual contents and their manufacturers warranty for details. Loss of vaccuum seal on chinook modules does not effect products inside and is not normally covered under warranty.
Certain cases may apply, please contact us for more information. Expiration Dates (All Products subject to dating): In every case possible, Chinook does not ship products with dating less than 1 year to expiration date. Some products do not have beyond 1 year dating and therefore are exceptions. All expiration dates are marked on the product packaging. Please see individual products for manufacturers expiration date.