Frequently Asked Questions
Returns & Warranties
What is your return policy?
Returns are accepted within 30 days of when your order was delivered. We will only issue refunds for returned items that have not been opened or used. Further, all original packaging materials must be included and in new condition.
Your item(s) must be shipped back in the same type of packaging as when you received it from us. Please do not ship anything back in the manufacturer's box with any shipping labels or writing on the product's box.
If the item has been opened or used, if the package is missing original materials, or if the product box's quality has been reduced the item will not be eligible for a refund. Only at our discretion, some of these items may be accepeted with a *restocking fee since that item will not be able to be resold as new. In some cases where an item has been returned to us with extensive damage or use we may not be able to refund any of the original purchase price. Please contact us before shipping your item(s) back if you are unsure about the condition of product.
How do I return an item?
To request a return, you can do that directly from your My Orders page. Or you can always contact us. We will then reach out to initiate the return process.
I returned an item but have not been refunded yet.
A refund will be processed after your return has been received and inspected to ensure it is in new condition. You'll be notified when the refund has been processed on our end. It may then take 3-5 business days for your bank to process the refund and reflect it on your bank account. If you know we have received your return, and you have not received a notification, please reach out to us.
Orders & Shipping
I am not a health professional. Can I make purchase?
We mostly sell to health professionals. However, some items are open to public. Please contact us if you have any questions regarding what item is available to public.
Can I change my order after it has shipped?
Once your order has been shipped, it cannot be altered. You may request to return your order within 30 days.
I need my order ASAP, when will it ship?
Most orders placed Monday-Friday will ship out within one business day. Orders placed before 12:00 p.m. Eastern Time are usually shipped out the same day. If you placed an order on Saturday, Sunday, or a holiday, it will be shipped out on the next business day because shipping carriers do not pick up packages on weekends or holidays. Delivery of orders will take place Monday-Friday. If you need an item delivered on the weekend please reach out to our customer success team.
If you are worried about not receiving your order in time, please reach out to us for current timelines.
I did not receive a confirmation email after placing my order.
Every once in a while this email goes spam. We suggest checking your spam folder first. If you’re unable to find it there, your email address may have been spelled incorrectly or the email was never sent. Whatever the case may be, please contact us and we will manually send you the confirmation email.
I did not receive a tracking number for my order.
Your order may not have shipped yet. Tracking notifications are sent as your order has been boxed up. There’s also a chance that the tracking information email ended up in your spam folder. Still can’t find the tracking information? Please reach out to us and we will send you a tracking number or help you figure out what is going on.
You emailed me that my order was delivered but I can't find it?
If you are unable to locate your order that has been scanned as delivered, you must contact Mainline within 2 days of the delivery scan. We will reach out to your local shipping facility to begin the process of locating your order. If you don't contact us within 2 days of the delivery scan, we are unable to coordinate with your local shipping facility and you will need to contact them directly.
Do I need to pay for shipping?
We offer free shipping to all qualifying accounts, this may not apply to oversized, heavy or hazardous items.
When free shipping is selected we will ship your order with the carrier of our choosing who will deliver your order within 2-6 business days. If you have special shipping instructions or requirements, please reach out to us before placing your order to arrange those.
Products & Pricing
Do you price match other retailers?
If you've found a product that is in stock and cheaper elsewhere, please feel free to reach out to us to request a price match.
Where do you source your products from?
We buy our products directly from the manufacturer or via their Authorized Distributors. Our commitment to our customers is to provide the best products at the best possible pricing, and we do that by buying products from every source that is available to us.