Frequently Asked Questions
Effective Date: April 2026
Last Updated: April 2026
Below are answers to some of the most common questions regarding TruLine Medical, our ordering process, account approval, shipping, and customer support.
Who can purchase from TruLine Medical?
Purchasing is limited to approved customer accounts. Depending on the products requested, account approval may require business information, professional credentials, National Provider Identifier (NPI), or other supporting documentation before ordering privileges are granted.
How do I place an order?
Our ordering process is designed to provide a professional purchasing experience.
- Create and submit your customer account.
- Complete any required account verification.
- Browse available products and submit your order request.
- Our team reviews the order for accuracy and availability.
- An invoice is emailed to the approved account.
- Once payment has been received and verified, your order enters fulfillment.
Why do I need an approved account?
Our account approval process helps maintain product quality, customer integrity, and an efficient purchasing experience. It also allows our team to provide better customer support and maintain accurate account records.
What payment methods do you accept?
Payment instructions are included with your invoice. Accepted payment methods may include major credit cards, ACH, wire transfer, and other approved payment options depending on your account.
When will my order ship?
Orders are processed after payment has been received and verified. Most approved orders ship within 1–2 business days. Additional information can be found in our Shipping, Delivery & Returns policy.
How will I know when my order ships?
Once your order has been prepared for shipment, tracking information will be emailed to the address associated with your account.
Do you provide Certificates of Analysis (COAs)?
Available product documentation, including Certificates of Analysis (COAs), product specifications, lot identification, and storage recommendations, may be provided where applicable.
How do I request additional product documentation?
If additional documentation is available for a product, our support team will be happy to assist. Please contact us with your account information and the product you are inquiring about.
What if my order arrives damaged or incorrect?
Please contact us within 48 hours of delivery. Include your order number, photographs of the shipping box, shipping label, packaging materials, and the affected product so our team can review the issue promptly.
Do you accept returns?
Returns are reviewed on a case-by-case basis. Additional information regarding returns, refunds, and shipping issues is available in our Shipping, Delivery & Returns policy.
How can I contact TruLine Medical?
Email: [email protected]
Phone: (877) 978-7836
Business Hours: Monday – Friday, 9:00 AM – 5:00 PM Pacific Time