Ordering & Service FAQs

3 Options:

1. Online Order
2. Fax Purchase Order (P.O.):  (800) 721-2377
3. Telephone Order:  (800) 707-5751

UPS is coVita’s preferred shipping partner.
Available UPS Service Levels*:

• UPS Ground
• 3 Day Select
• 2nd Day Air (AM
• 2nd Day Air
• Next Day Air Saver
• Next Day Air Early AM
• Next Day Air

UPS Expedited Guarantee Terms:
Not all service levels are available for all areas.  The expedited guarantee does not apply to UPS Air Services shipments which are delayed due to causes beyond UPS’s control including, but not limited to, the following: The unavailability or refusal of a person to accept delivery of the shipment, acts of God, public authorities acting with actual or apparent authority on the premises, acts or omissions of Customs or similar authorities, riots, strikes or other labor disputes, civil commotions, disruptions in air or ground transportation networks, such as weather phenomena, and natural disasters. The guarantee does not apply to UPS 2nd Day Air or UPS 2nd Day Air A.M. shipments that are scheduled to be delivered between December 12 and December 25. The guarantee does not apply to UPS Air Services Shipments of Hazardous Materials or Dangerous Goods Shipments, and all international Hazardous Materials or Dangerous Goods Shipments.

Backorders:
We do our best to maintain consistent product availability, but occasionally an item may become temporarily backordered after your order is placed. If this happens, we’ll reach out to you right away with your options: you may cancel your order and receive a full refund, or keep your order active to hold your spot in our fulfillment line — so you’re first in line when stock is replenished. We appreciate your patience and your trust in coVita.

What happens if my payment is late?:

We understand that administrative delays happen, but to maintain uninterrupted service, we require all invoices to be paid within your contracted terms (typically Net 30).

• Day 1 Past Due: You will receive an automated email reminder.
• Day 2 Past Due: A late fee of 0.05% per day will begin accruing on the remaining balance.
• Day 14 Past Due: A temporary hold will be placed on your account services until the outstanding balance is paid in full.

Can I request a payment plan?

Per our standard company policy and client agreements, we do not offer payment plans for standard operational invoices. Accounts must be brought to current status to resume services.

Return Policy

Return Authorization Ticket Number (RA #)

Customers wishing to return product must get approval to do so from a client manager or their supervisor at coVita by receiving an RA # authorizing the return, prior to sending the product back to us. Products shipped to us without a Return Authorization Ticket Number may be refused at our in-take desk and returned to the customer at your own expense (depending on the carrier’s policy).  Customers are responsible for the shipping and handling to return product to us.   Please see specific return polices for the various product categories below.

If you have received authorization to return product to us, you will be asked to provide the following information:

• Customer name

• Customer return address

• Order number and/or PO number

• Reason for return

Monitors

May be returned within 15 days of date of the online order, telephone order, or receipt of purchase order for a refund of the purchase price of product(s), with the exception of shipping and handling charges from the original invoice. All returned products must be in original packaging with all included documents/guides/posters and in resalable condition.  All products returned within 15 days of the invoice date may be subject to a 15% restocking fee ($10.00 minimum), at our discretion.  iCO™ monitors can only be returned unopened and unused with the security seal untampered with and intact.  GastroCHeck® monitors must be returned in original shipping box and packaging materials.

Accessories

May be returned within 15 days only if the plastic seal, safety seal or packaging has not been broken and the product is in resalable condition.  All products returned within 15 days of the invoice date may be subject to a 15% restocking fee ($10.00 minimum), at our discretion.

Calibrating Gas

May be returned within 15 days only if the product has not be used, is in resalable condition and your facility is licensed to prepare and ship HAZMAT.  Please be advised that it is a violation of Federal law to ship HAZMAT gas (calibrating gas) unless you are licensed and trained to do so.  coVita cannot provide advice, labels or materials to aid in the preparation of a HAZMAT shipment that is not being prepared for shipment in one of our facilities.

Substrates & Test Kits

May not be returned under any circumstances.

This policy is subject to change without notice and may be updated from time to time.  By purchasing product from us, you agree to be bound by this policy.

Service Policy

Evaluation/Service/Repair

Please speak with a coVita representative to discuss the problem you are experiencing prior to returning product.  Many problems can be resolved by phone at no cost to you.

Return Authorization Ticket Number (RA #)

This number is provided to customers prior to the return of product.  Products shipped to us without a Return Authorization Ticket Number may be refused at our in-take desk and returned to the customer to the customer at your own expense (depending on the carrier’s policy).

If you have received authorization to return product to us, you will be asked to provide the following information:

• Customer name

• Customer return address

• Order number and/or PO number

• Description of issue

Products Under Warranty

Product warranties cover service and repair with the exception of problems caused by operator error or abuse. Generally, clients are only responsible for shipping and handling of product.  Please refer to the warranty in the back of the instruction manual and speak with a coVita representative to discuss a particular warranty repair/service.

Products Not Covered by Warranty

If you return product to us that is not under warranty, the evaluation fee to examine your product is $65.00 per item.  If you are assessed an evaluation fee, we will waive that fee if you have us repair your product (at that time), if repair is an option. In addition to the evaluation fee, you are responsible for the shipping and handling cost to send your product back to you.

Monitor Warranty

coVita warrants all monitors to be free of defects in materials and workmanship for the period(s) specified below for each product from the date of shipment:

• 5 years for Micro+pro™, Micro+baby™ and Micro+basic™ Smokerlyzer® monitors
• 6 months for iCOquit® Smokerlyer® personal monitors
• 5 years for NObreath® FeNO Monitors
• 2 years for ToxCO® monitors
• 2 years for Gastrolyzer® monitors

For your particular product warranty please see your product manual for full terms and conditions.

Non-Monitor Warranty Policy*

coVita warrants all non-monitor products to be free of defects in materials and workmanship for a period of 90 days from the date of shipment.  coVita’s sole obligation under this warranty is limited to repairing or replacing, at its discretion, any item covered under this warranty.

Customers are responsible for shipping and handling charges to and from your location on all warranty and non-warranty returns.

Please contact coVita customer service department at (800) 707-5751 or via email at service@covita.net with any questions regarding this policy.

*This policy is subject to change without prior written notice.

It is the customers sole responsibility to be sure that all protected healthcare information (PHI) as defined by Health Insurance Portability and Accountability Act of 1996 (HIPAA Statute) or by any other related federal or state statutes or laws, has been removed from any monitor(s) you are returning to coVita (including but not limited to such items as patient names, patient ID numbers, and patient social security numbers) and has been backed-up to your internal database, EHR system, or Bedsoft Software prior to returning any monitor(s).  coVita has a strict policy not to collect PHI from our clients/customers and it is our policy to delete (or destroy in the case of paper copies) any PHI sent to us intentionally or unintentionally, unless through an executed agreement.  Any monitor(s) returned to us will likely be reprogrammed during any Service/Repair/Return process which will result in the permanent and irreversible erasure and deletion of any PHI contained on your monitor(s). coVita is not responsible for PHI that has been destroyed or deleted from the monitor(s) once they are in our possession, regardless of whether that deletion is intentional or unintentional.  Please speak with your client manager if you need assistance with coVita’s PHI policy.

This policy is subject to change without prior written notice.