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Help Center/Frequently Asked Questions

 
Support
Customer service:
Mon - Fri 6:00 am - 6:00 pm MST
Toll free: 800-874-6251
E-mail: info@dynatron.com
E-mail inquiries will typically be
addressed within 1-2 business days.
Login/Other Issues:
Forgot your password? Request reset.
Forgot your user name? Please contact customer service.
Other issues?
E-mail: webmaster@dynatronics.com
Website Guides:      Clinic/Dealer Website Instructions       |       Consumer Website Instructions

Login/User ID & Passwords
Sign up for an online account
Activate my Dynatronics account online
Login problems
Forgot password
Change password
Registration help


Account & Billing
Terms and Conditions
Change account information
Print copy of invoice
Payment options
Late Fees
Sales tax
Submit tax exemption forms
Returned checks fee
Using purchase orders
Credit card billing
Third party billing
Billing disputes
Account balance
Credit memos

Order Questions
Order tracking
Order confirmations
Order ship times
"Order Now"
Backorder policies
Canceling orders
Minimum order requirements
Custom item policy
Using Favorites
International orders


Shipping Policies
Same day shipping
Rush air shipments
Shipping charges
Shipping options
Request a freight quote


Return & Damaged
Goods

Return policy
Return procedure
Damaged shipments
Missing items from shipment

Product Questions
Warranty information
Helping finding specific products
Catalog request
Lead time on manufactured items
Custom labeled items
Service on equipment


Prices & Specials
Request a quote
Receive special offers
DynaClub membership
DynaDeals and discount policies
Become a wholesale distributor


Website Questions
Is Your website secure?
Privacy policy
Clinic Website Instructions
Consumer Website Instructions

Login/User ID & Passwords

How do I get an online account?

Select "Register Here" in the left-hand side bar. Follow the prompts, fill out the forms completely and submit.

How do I link to my account with Dynatronics?

The registration process will allow you to look up your existing Dynatronics account using your customer ID and your billing zip code. Go to registration page.

How to setup a first time account that requires special pricing or terms?

If you are a new facility that requires special pricing or credit terms contact customer service at 800-874-6251 to set up your account.

How do I handle login problems?

Contact Dynatronics Customer Service at 800-874-6251.

I forgot my password. What should I do to get a new one?

To have a temporary password sent to the registered e-mail address, submit your user ID on the forgot password page. Passwords can be changed at any time by clicking on "Edit Profiles" once you have logged into the site. Request a temporary password.

Changing User ID?

User IDs cannot be changed online. Please contact webmaster@dynatronics.com.

Who do I contact for registration help?

Please contact Customer Service at 800-874-6251.

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Account and Billing:

How do I change my account information?

Profiles may be edited after signing in by choosing the "Edit Profile" button. If you're signed in, click here.

How do I get a copy of my invoice?

After signing in, select "My Invoices" under "Order History". If you're signed in, click here.

What are my payment options?

All orders need to be prepaid with a credit card. We accept Visa, MasterCard, Discover, and American Express. All prices are FOB shipping point. Terms of Net 30 Days are available upon credit approval once an account has been established. Please contact Accounts Receivable at 800-874-6251 for specific terms and conditions.

Late Fees?

Payment under open account terms is required 30 days from the date of the invoice. A fee of 1.25% if the invoice will be assessed each month for each 30 days after the initial 30-day period that invoices remain unpaid. We reserve the right to hold shipments on delinquent accounts.

Will I be charged sales tax?

As of 11/6/09 Dynatronics charges sales tax in the following states: AL, AZ, AR, CA, CO, CT, FL, GA, ID, IL, IN, IA, KS, KY, LA, MD, MI, MN, MO, MS, NV, NJ, NY, NC, ND, OH, OK, PA, SD, TN, TX, UT, VA, WA, WV, WI and WY. If your facility is in a state in which we do not charge sales tax, you will be required to submit Use Tax directly to your state.

I am tax exempt. How do I submit my tax exempt certificate or resale license?

If the facility receiving the merchandise is in a state that is normally charged tax and you are tax exempt, please provide a copy of your exemption or resale certificate before placing an order. Fax your certificate to 800-221-1919, Attn: Accounts Receivable.

What is the returned check fee?

A fee of $20.00 will be charged for returned checks.

Do you accept purchase orders?

Yes, we accept Purchase Orders. PO numbers may be entered on the order confirmation page. The P.O. number will appear on the packing list and invoice for reference.

When will my credit card be billed?

Credit cards are billed at the time of purchase.

Does Dynatronics do third party billing?

No, it is the responsibility of the purchaser to submit a copy of our invoice to their insurance company for reimbursement.

How do I address billing disputes?

Please contact Customer Service at 800-874-6251. Please have your invoice and customer ID available.

How do I find out the balance on my account?

Contact Accounts Receivable at 800-874-6251

When will my credit be issued?

It will take approximately two weeks following Dynatronics' receipt of the returned product. A copy of the credit memo will be sent and must be redeemed within 180 days. "Credit Only" will be issued for refunds under $25.00.

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Order Questions

Order Tracking

After sigining in, select "My Orders" under "Order History". Click on "Tracking".

How do I know if you received my order?

You will receive an emailed order confirmation once your order is placed.

When will my order ship?

Orders should ship within 24-48 hours. Next Day and Second Day Air are available except on Saturday. Rush orders must be entered before 1:00 pm EST. Select your shipping option when placing your order.

What is Order Now?

It is the fastest way to order on the web. If you know the part numbers of what you want, enter them in the "Order Now" tab and proceed directly to the checkout process.

What is the backorder policy?

Out of stock items with a lead time of 14 days or fewer may be ordered online. When ordering such items you will be informed of the shipping timeframe. The website will prompt you to call customer service (800-874-6251) when an item has a lead time greater than 14 days. These items cannot be added to your online order. If you call within 24 hours of placing your order online, customer service will place the backordered item on a separate order, provide you with an ETA, and honor the discount level of your online order.

Can I cancel my order?

Orders are instantly sent to the shipping department and therefore very difficult to intercept. Please contact customer service at 800-874-6251 if cancellation is required. Cancellations must be requested on the day the order is placed.

Is there a minimum order requirement?

Dynatronics does not have minimum order requirements for non-distributors except in instances when we must meet vendor drop ship requirements. However, if the product ships directly from another manufacture, they may require a minimum order or a small order fee.

What is your custom order policy?

Contact Customer Service for custom orders at 800-874-6251.

Do you ship orders internationally?

Contact Customer Service to place Canadian/International orders at 800-874-6251.

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Shipping Policies

Same day shipping

Web orders received by 1:00 p.m. EST Monday through Friday for in-stock merchandise will ship the day they are ordered.

Rush air shipments

For rush orders, next business day and two business day shipping options are available. Web orders received by 1:00 p.m. EST Monday through Friday for in-stock merchandise will ship the day they are ordered. Parcel charges are calculated based on total weight. Saturday deliveries are not available for orders placed on the web.

Are shipping charges my responsibility

All shipping charges are the responsibility of the purchaser and will be added to the invoice. Please note that all shipments will be insured unless written authorization is received to waive insurance coverage. Shipping charges are determined by the carrier.

What are my shipping options?

Most orders are shipped UPS Ground. Weight and dimensions may require your order to be shipped by a freight carrier. When entering your order, if a freight flag appears you may add only the following special instructions: lift gate required; inside delivery; or arrival notification call to the shipping instructions. If additional instructions are required, you must call customer service to place your order at 800-874-6251.

How do I request a freight quote?

For a freight quote on large equipment, call Dynatronics at 1-800-874-6251 or send us a request by clicking here.

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Returns & Damaged Goods

How do I return an item?

Call Dynatronics’ Customer Service at 800-874-6251 to obtain an RMA (Return Material Authorization) number. Write the number clearly on the outside of the package and ship to the address provided to you by Customer Service. Return shipping is at the customer’s expense. Returns must be shipped within 30 days of receiving the RMA number to avoid restocking fees. Below is additional Return Policy Information.

  • All returns must have an RMA number. There is a 20% restocking fee on all returns after 30 days. No returns will be accepted after 60 days.

  • Unauthorized returns are automatically subject to a 15% processing fee and a $10 administrative charge.

  • All returns must be received in new/resalable condition and in the original packaging.

  • Credits (less shipping and restocking fees) are issued to an account only after the merchandise has been received, inspected and confirmed to be in resalable condition. The customer is responsible for properly packaging the item to avoid damage during shipment. No credits will be issued for items received in non-resalable condition. All credits must be redeemed within 180 days.

  • Merchandise being returned as a result of a Dynatronics error, will be credited for both the item and all shipping charges. No restocking fee will be applied.

  • Credits will be issued only to the original purchaser.

  • No refunds will be issued for under $25.00. Credit balance will be applied to future purchases made within 180 days.

Are there items I cannot return?

Sales of special or custom order items such as silk-screen, imprinted, custom-colors, custom-sizes, etc. are final upon shipment and may not be returned for credit. We cannot accept returns of exchanges of oral products; or books, computer software and videos that have been removed from original packaging. Return of any goods drop-shipped directly to the customer from a non-Dynatronics manufacturer is subject to the approval and terms of the manufacturer.

What do I do if I received a damaged shipment?

If a shipment arrives damaged or if the box appears so, note damage on the delivery bill and have the driver sign it, acknowledging the damage. Contact Dynatronics Customer Service at 800-874-6251 within 10 days of receipt to start processing the insurance claim. Save the container and merchandise for inspection.

What if I open my package and find items missing or incorrect?

Please check your packing slip and order confirmation to see if any items were on backorder or going to drop ship from the manufacturer. If we deliver an incorrect product of if there is an error in the quantity delivered please call Customer Service to make arrangements to correct the error and obtain a return authorization number. We will correct the error without additional charge to you. Discrepancies must be reported within 10 business days or receipt of the shipment. Please keep all original packaging if an item is missing from your shipment in case a shipping claim has to be filed.

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Product Questions

What are your warranty periods on supplies? Equipment?

Dynatronics will honor all manufacturers’ product warranties. Dynatronics manufactured orthopedic soft goods, cervical pillows and back cushions carry a 90 day warranty from any defects. For warranty information on capital items including tables, rehabilitation equipment, or other products please contact customer service 800-874-6251.

What if I can’t find the product I’m looking for?

Your sales representative or Customer Service agent will be happy to assist you. Call 800-874-6251.

How do I request a catalog?

Simply fill out our catalog request form and a catalog will be mailed to you. Click here

What is the average lead time on manufactured items?

Please allow 1-2 weeks on manufactured items.

How do I get manufactured items custom labeled?

Contact Customer Service at 800-874-6251 to place an order for custom labeling. Guidelines are as follows:

Silk Screening: Artwork size is 3.5” x 5”. A minimum order of 36 items is required for silk screening. The following items may be silk-screened: LR1 Lumbar Roll, LH1 Half Lumbar Roll, LR2 Firm Lumbar Roll, CR1 Cervical Roll Insert, AL1E Curvature Cushion, economy style, AL3E Curvature Cushion, hugger-back, AL4 Hugger-Back, bucket seat, AL5 Slim-Style Back cushion, and AL20 Tall Back Cushion.

Stamping Ice Packs: 36 minimum of one size or 72 any combination with no less than 6 of one size. Artwork size is 1.75" x 3.75". Available for – STI1D, STI1, QTR1, CERI1D, CERI1, HFI1, OVSI1D, OVSI1, and THRI1.

Stamping Sewn Weights: A minimum of 36 total, with no less than 4 per size. Artwork size is 1.25" x 3.75". Available for – A5005, A5025, A5060, A5090, A5200, A5010, A5030, A5070, A5100, A5000, A5015, A5040, A5075, A5120, A5500, A5020, A5050, A5080, and A5150.

Debossing: Artwork size is 11”x11”.

Customer Artwork Set-Up:

  1. E-mail or send camera-ready art work to Dynatronics’ Customer Service for camera-ready verification by the Graphics Department. Faxed logos are not acceptable.

  2. We recommend that the logo be sent Next-Day-Air to avoid delays on the order.

  3. Your purchase order number must be referenced with the logo.

  4. Initial lead-time on new silk screens and stamping with camera-ready artwork is four weeks from the date the artwork is approved. Therefore, there will be a 2 week lead time on repeat private label orders.

  5. If you wish to set-up new silk screening and cannot provide camera-ready art work, an additional fee will be charged for conversion of the logo into a camera-ready format.

How do I request service on my equipment?

For assistance, please call 800-874-6251 and ask for Tech Services, who will determine if a unit needs to be returned to Dynatronics or can be repaired in the field.

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Prices and Specials

How do I request a quote?

Please use our online request form and your sales representative will be happy to provide you with a competitive quote to meet your needs. Click here

How do I receive promotional product discount information?

Please email specials@dynatronics.com to start receiving our email promotional offers.

Are contract pricing or quantity discounts available?

Please contact your sales representative or Customer Service agent (800-874-6251) to discuss setting up contract or professional pricing.

What is DynaClub and how do I become a member?

DynaClub is a rewards program for our health care professionals. DynaClub members save up to 39% off of catalog prices on hundreds of frequently ordered items. In addition to reduced prices, DynaClub members also receive additional discounts when they purchase online. Orders of $1-99 receive a 5% discount, orders of $100-199 receive a 10% discount, and orders of $200 or more receive a 15% discount at the time of checkout. (Note: All individual items over $200 do not qualify for the discounts nor do they add to the order total to achieve the discount levels.) DynaClub members also receive monthly DynaDeal specials. To become a member of the DynaClub please contact your sales rep or customer service representative at 800-874-6251.

If I buy a DynaDeal/special along with a DynaClub order, how does that affect my DynaClub discount?

Only normally-priced items qualify for DynaClub order discounts. DynaDeals and special offers do not qualify towards the order minimums.

How can I become a wholesale distributor for Dynatronics?

Please contact Dynatronics Sales Department at 800-874-6251 for details on how to become a distributor.

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Website Questions

Is your website secure?

Dynatronics’ first priority is to protect our customers’ information. Our entire site is protected. Areas where users are asked to enter sensitive information (such as card or bank account numbers) is encrypted and is protected by SSL, an advanced 128-bit encryption protection software protocol. Precautions and security processes are in place at every stage to insure that customer information is not lost, misused, or altered in any way.

What is your email privacy policy?

Dynatronics protects and holds confidential all-business records and personally identifiable information. E-mail addresses will not be sold or given to a third party at any time. E-mail addresses may be used by Dynatronics to provide customer service, announce discounts or promotions, or supply product information. A customer may request to be removed from our product promotion list at any time.

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