Bound Tree Response to COVID-19
As Your Partner in EMS, it continues to be our mission to help you save minutes and lives. We believe that our mission is never more important than at times like this. Our entire team is committed to being your partner during this very challenging time because we know the critical part we play in providing you with the medical supplies you need to treat patients and protect yourselves.
Updated August 27, 2020
The global demand for PPE and ventilators has outpaced the market supply, leading to severely extended lead times. This current market dynamic on select PPE and ventilators has impeded our ability to serve you. Although some products are available, we will not offer them unless they meet the requirements we know will keep you safe.
As a result, we have made the difficult decision to put ordering restrictions in place on select PPE, infection control and ventilators.
General Ordering Restrictions
We have temporarily suspended taking orders for select PPE and ventilators that are backordered with excessive or no lead-times. We continue to re-evaluate the market weekly in hopes of resuming taking orders for these critical products.
The products below are temporarily unavailable to order.
|Face Masks||Decon/Hazmat Clothing||Infection Control Kits|
|Shoe and Sleeve Covers||Gowns and Caps|
Online Ordering Restrictions
In addition to the restricted products noted above, we have made other select PPE, infection control and monitoring products unavailable to order on the website to prevent hoarding.
Please contact Customer Care or your dedicated Account Manager to place an order.
The products below are temporarily unavailable to order online only.
Placing Orders for PPE and Other Critical Products
Bound Tree is committed to providing the best-in-class support you are used to as a Bound Tree customer during the COVID-19 pandemic.
To support our customers, we have put the following procedures in place:
- Ordering restrictions have been put in place on the most impacted products to prevent hoarding.
- Some of the most impacted items may still be NON-CANCELABLE and NON-RETURNABLE until the supply chain normalizes.
- Account Managers are available for ordering assistance - please call or email your Account Manager directly for support.
To order products that are no longer available for purchase on our website (see Online Ordering Restrictions section above), please submit your order via email to firstname.lastname@example.org. Our Customer Care Team will process order requests that include all of the following information:
- Account number
- Bound Tree item number and quantity
- Contact information
- Confirmed shipping address
If you have any questions regarding product availability, please reach out to your dedicated Account Manager. Your Account Manager will be able to help you navigate through these challenges and provide you with accurate availability and alternatives.
Cancellation and Return Policy
Due to COVID-19, Personal Protection Equipment (PPE), infection control supplies, and other related products are on manufacturer backorder. While the manufacturers are increasing production, they are also implementing strict rules that all orders are non-cancelable and non-returnable. We understand the impact of passing these policies on to customers and feel compelled to act. Going forward, we are willing to absorb this risk from our suppliers to ensure you have the flexibility you need to stay safe and operational through this crisis.
Effective immediately, on orders placed since March 1, 2020, you may cancel items not yet received with no ETA. There are some exceptions to this policy, and your Bound Tree Account Manager or one of our Customer Care Representatives can explain policy exceptions.
As indicated on the Bound Tree return policy, all returns require an approved RMA number. Items received without an RMA will not receive credit. Please contact Customer Service at 800-533-0523 if you have questions, or would like additional information.
Protecting Our Team
Recently a small number of state and local governments began to implement varying degrees of stay-at-home orders for all but essential businesses. Bound Tree is an essential business and will continue to remain operational. Nearly all of our team is working remotely to help ensure proper social distancing and prevent/mitigate any possible transmission of COVID-19. We are fully committed to ensuring support of our customers during this very challenging time. We will continue to stay close to this issue and provide updates as they become available.
We have taken additional measures to sanitize our warehouse and offices, and continue to implement best practices for disease prevention, as outlined on the CDC (Centers for Disease Control and Prevention) website to help keep our employees safe. Warehouse employees have been provided with personal protection equipment for their safety, and the safety of our customers.
This is a challenging time and we want to ensure you have the latest and most relevant information. Therefore, we compiled the quick list of resources below to help you navigate this unprecedented situation.