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 admin@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 once a month 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, 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 81301
c.    When we receive the product, we will issue a credit for the returned product. Shipping will not be eligible for a refund.
8.       Can you ship internationally?
a.  We ship to most anywhere in the world. Chinook reviews each international order for compliance with the laws and regulations of that country as well as vendor product restrictions. Notification of any problems shipping a particular order internationally is sent to our customers via email.
9.       What are international shipping charges?
a.  International shipping charges are based on the type of carrier used. FEDEX 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 upon request only.
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.