FREQUENTLY ASKED QUESTIONS (FAQS)

What are your business hours?
We are available to help you Monday through Friday between the hours of 7:30am through 6pm, Central Standard Time.

How are the sterile products packaged?
All sterile products manufactured by Olsen Medical have a lot number and an expiration date printed on each pouch. The sterility of single use products is guaranteed until the expiration date unless the package is damaged or opened, in which case the product should not be used.

Are Olsen Medical products latex free?
All products manufactured by Olsen Medical are latex-free. We do not use latex in any of our manufacturing process and our suppliers do not use latex to manufacture any of our components. In addition, there is no latex in any of the packaging used with our products.

Do the products meet international standards?
Our products that carry the CE mark and all materials used by Olsen Medical meet or exceed international standards for surgical instruments.

How can I place an order from within the U.S.?
Orders should be placed with Specialty Surgical Instrumentation (SSi), 3034 Owen Drive, Antioch, TN 37013. Our toll free number is 800-251-3000 and our fax number is 615-883-9107. You may also email orders to orders@specialty-surgical.com. For local service and questions, please contact your distributor.

How can I place an order from outside the U.S.?
Outside the United States, please contact us for the name of the distributor in your area. Orders can also be sent by email to orders@specialty-surgical.com or faxed to 502-772-4282. Orders are not accepted by phone and all payments must be made in U.S. dollars.

Can orders ship the same day that they are placed?
Priority orders placed before 4pm CST can ship the same day. Ground orders generally ship within 24 hours.

Is there a minimum order requirement?
Please contact your distributor for their minimum order requirement. For direct domestic orders coming into Olsen Medical, the minimum order amount is $100.00 (U.S.). International orders have a minimum order of $500.00. All credit card orders have an order minimum of $100.00.

Does Olsen Medical offer repair services?
Olsen Medical can repair and/or reinsulate many different types of surgical instruments including instruments manufactured by other companies. We expertly repair Bipolar and Monopolar Forceps, Irrigating Forceps, Speculums, Retractors, Biopsy Forceps, Kleppinger Inserts and Handles, Electrodes, Suction Tubes, and many other types of instrumentation. Please contact our Customer Service department if you have questions about lead times, pricing or any other information on our repair services.

Instruments sent in for repair must be clean and sterilized to protect our personnel from contaminants. Please use a peel pack and an indicator to verify sterility.

Will Olsen Medical make custom instruments to our specifications?
Olsen Medical will work closely with you to make the exact instrument necessary to meet your individual needs. We can make a slight variation to an existing product or design to create a new style of instrumentation to meet very specific needs. Contact our Customer Service department for details about the scope of our custom product capabilities.

What does Olsen Medical do to promote a "green" program?
Olsen Medical supports a green initiative. Our boxes are made from recycled paper and can be locally recycled. The paper in our individual packaging is made of Tyvek®.

What is the product warranty?
All products are warranted to be free from defects in workmanship and materials. Any product that proves defective in workmanship or materials will be repaired or replaced at our discretion free of charge. Removal of lot numbers, sterilization by unapproved methods, or repair, modification or alteration to any product that is performed by persons not authorized by Olsen Medical will result in the immediate loss of warranty.

Olsen Medical reserves the right not to issue credit on all returned merchandise until our Quality Assurance Department has completed their inspection.

How do I return a product?
Please contact SSi to request a Return Materials Authorization (RMA). This number must be referenced on the outside of every box and documents that accompany the product. RMA's are valid for 30 days and all products must be returned within 30 days of the RMA date.