Outfitting Healthcare Professionals On & Off Duty

Help FAQ

Will I get an order confirmation?

Yes, you will receive a confirmation via the e-mail address you provide the site; however when placing your order over the phone, you will need to provide a valid email address so that you can receive your order confirmation. Please unblock or add to your address book all mail coming from advanceshop@advanceweb.com or shopsupport@advanceweb.com to avoid our communications going to your spam folder.

What happens if an item in my order is out of stock?

Due to the popularity of certain items, occasionally they will be temporarily out-of-stock. The ADVANCE Healthcare Shop is continually restocking merchandise and can often fulfill a backorder item quite quickly — typically in about 2 weeks. Our policy is to fulfill your order as quickly as possible. If you order an item(s) that is not in stock, you will see a note that your item is on backorder in the cart. Place your order to assure that your item will ship to you as soon as we receive it.

In order for us to get you your products as quickly as possible, your items may arrive in multiple packages.

When will I receive my order?

Orders placed by 1pm Eastern Standard Time on Monday thru Friday for in-stock, non-personalized merchandise will normally ship the same day. Orders placed after 1pm EST on Fridays, as well as orders on weekends and holidays, will ship the next business day. Shipping time is from when the item leaves the warehouse to when it arrives at your door.

For details on our shipping methods and shipping schedule, please review our shipping policy.

How can I check my order status?

Wondering about an order you've already placed? Visit the order history in My Account.

To get the details of your order, click "My Orders" in the left hand column. You'll be able to see which items have shipped already and which are in process. If your order was shipped by UPS, we'll even give you a link to the UPS tracking number.

Orders shipped via a trackable method will have tracking information available in "My Account." Please check this information if available and read through the following options:

  • If the tracking information indicates that the package has been delivered, please check with your neighbors or family members. Packages are occasionally left with neighbors, a building manager, or are placed somewhere relatively safe such as your porch, garage or even behind bushes.
  • If the tracking information indicates that the package is being returned to us, or if the address is incorrect, it may have been undeliverable.
  • If there is no tracking information, or you cannot locate the package and it is not being returned as undeliverable, please email us at shopsupport@advanceweb.com or call 1-877-405-9978.
Can I make changes to my order after it has been submitted?

You cannot make changes to an order after you have hit the "Place Order" button. Please review your summary carefully before placing any orders.

However, you can return or exchange the order within 45 days from the date of shipment, and we will provide the appropriate refund. For more information on returning merchandise to ADVANCE Healthcare Shop, Inc., please read our Return Policy.

What are my shipping options?

For details on our shipping methods and shipping schedule, please review our shipping policy.

Is shipping available to P.O. boxes?

We currently do not ship to Post Office boxes, US Territories and Army Post Office (APO)/Fleet Post Office (FPO) addresses.

Do you deliver on Saturday, Sunday or Holidays?

For details on delivery dates, please review our shipping policy.

Can a package be shipped to an international or US territory address?

We currently ship internationally to Canada via UPS Canada Standard, Worldwide Express and Worldwide Express Saver. For more information, please read our shipping policy.

There may be duties and taxes imposed on your order that aren't reflected in our prices. Check with your local Customs office for those charges. Some countries may charge an additional handling fee for delivery within that country. All prices are U.S. Dollars and don't include VAT, Customs charges, duties or taxes. The buyer is responsible for paying any additional handling fees, VAT, customs charges, duties or taxes to import the product into the country.

What are business days?

"Business Days" refers to Monday–Friday, 9am–5pm ET, excluding holidays designated by the United States Postal Service.

What are my payment options?

ADVANCE Healthcare Shop, Inc. currently accepts the following payment methods:

  • Visa
  • MasterCard
  • American Express
  • Discover
  • Visa or MasterCard check cards
  • Personal Check
  • Purchase Order
  • PayPal

If you would like to use a personal check, please be sure to:

  • Make checks payable to ADVANCE Healthcare Shop
  • Put your order number on your check and mail it to: ADVANCE Healthcare Shop,
    Attn: Order Department, 2900 Horizon Drive, King of Prussia, PA 19406

Your order will not be processed until we receive your check, so please mail your check within 3 days of placing your order. Please allow up to 10 business days from the time we receive your check for it to clear. Upon check clearance, your order will be promptly processed and shipped. Returned checks will be subject to a fee of $25.00.

* Because orders paid for by personal check are not processed until the check is received, items are only guaranteed in stock as of the order date and may not be available once the check arrives and the order is fulfilled. This is a rare occurrence, and sometimes happens with clearance inventory and extremely popular items. To ensure item availability, please pay by credit card.

Purchase Orders

We accept purchase orders from our corporate customers with approved credit. If you select this payment option, your order will not be processed until you fax your signed purchase order, containing all payment information with net 30 day terms, to 610-278-1424. New customers need to fill out a credit application to establish open account terms. Click here for a printable version of our credit application form, or call 877-405-9978 to receive a credit application form by mail or fax. Your order will not be processed until your credit application is approved and we receive your signed purchase order. Allow 1-2 additional business days for new accounts.

Do you accept purchase orders?

We accept purchase orders from our corporate customers with approved credit. If you select this payment option, your order will not be processed until you fax your signed purchase order, containing all payment information with net 30 day terms, to 610-278-1424. New customers need to fill out a credit application to establish open account terms. Click here for a printable version of our credit application form, or call 877-405-9978 to receive a credit application form by mail or fax. Your order will not be processed until your credit application is approved and we receive your signed purchase order. Allow 1-2 additional business days for new accounts.

Where should I send my personal check for my order?

If you would like to use a personal check, please be sure to:

  • Make checks payable to ADVANCE Healthcare Shop
  • Put your order number on your check and mail it to: ADVANCE Healthcare Shop,
    Attn: Order Department, 2900 Horizon Drive, King of Prussia, PA 19406
  • Allow up to 10 business days for your check to clear. Upon check clearance, your order will be promptly processed and shipped.
  • Customers paying by check must mail their payment within 3 days of placing their order to ensure item availability and order fulfillment.

Returned checks will be subject to a fee of $25.00.

* Because orders paid for by personal check are not processed until the check is received, items are only guaranteed in stock as of the order date and may not be available once the check arrives and the order is fulfilled. This is a rare occurrence, and sometimes happens with clearance inventory and extremely popular items. To ensure item availability, please pay by credit card.

Is my credit card information secure?

Yes. We use the latest encryption technology to keep your information safe. We guarantee that each purchase you make is protected. If fraudulent charges are ever made, you will not have to pay for them.

Is my credit card charged at the time I place my order?

Yes, your credit card is authorized and charged at checkout.

Why did I receive a declined credit card notice?

Please verify that the information you entered is correct. Having some numbers transposed, an extra digit entered, or an incorrect expiration date will cause a card to be declined. You may also consider trying a different credit or debit card.

When you submit your order containing your credit card information, our system communicates directly with your bank using the latest data encryption technology to both authorize and charge your account for your order. It is the policy of all credit card companies, not ADVANCE Healthcare Shop, to authorize the card first before attempting to charge the account. Typically, a credit card company's authorization involves placing a hold for the requested funds (your order total), that could possibly remain on your account for 48 to 72 hours, depending on your specific credit card company's policies. Again, this is the policy of the credit card company, not ADVANCE Healthcare Shop. During authorization, your credit card company either approves or declines the transaction based on their own set of policies that were provided to you when you first received the card. If your credit card company approves your purchase, the charge is then applied to your credit card account and we receive the funds to process your order. If your credit card company declines your card, we receive a message back from them that your credit card has been declined and that no charge was placed on your credit card. Your credit card company does not provide us with any reason why your card was declined, therefore you should contact your credit card company directly to inquire as to why they are not approving the purchase. Please note that if your specific credit card company states in their policies that they place a hold on the funds during the authorization process, it is possible they may continue to hold the funds for a period of time even if your card is declined. Again, this is the policy of the credit card company, not ADVANCE Healthcare Shop, and we recommend you contact your bank directly.

Possible Reasons for Declined Cards:

Only your credit card issuer or financial institution can confirm the specific reason that your card was declined. However, we can offer a few possibilities. When speaking with your credit card provider, it is a good idea to ask specifically about each of these possibilities to rule them out:

  • The credit card number or the expiry date was incorrect.
  • There were insufficient funds on your credit card.
  • Your bank or credit card company was having technical issues when we tried to update the order.
  • If you've made a large number of online purchases within a short period of time, particularly from one place, some banks will reject some of the charges as a fraud prevention measure.
Why am I being charged tax?

ADVANCE Healthcare Shop, Inc. currently collects tax in the state of Pennsylvania. Sales tax is applied to the total amount of the order, including shipping and handling charges and gift wrap fees (where applicable) and is based on the shipment's destination state and local sales tax rates.

No sales tax is charged on the purchase of Gift Certificates. However, purchases paid for with Gift Certificates will be charged sales tax where required.

Do you have sizing information for apparel?

Our apparel items come in a number of sizes and sizes may vary by manufacturer. Please visit the online product detail page for any apparel item of interest and click on the 'Sizing Chart' tab to see details for that specific item. We do not guarantee the accuracy of the sizing charts displayed—the information we display has been obtained from the manufacturer of the item.

How do I modify my address book?

1. Please go to the account page by clicking on the My Account link at the top of the page. If you haven't already signed in, you will be prompted to do so.

2. Click the "Address Book" in the left column to review or change the billing and shipping addresses in your Address Book. Here's how:

  • Click "Add New Address" for first-time deliveries. Enter the details and click "Continue."
  • To make changes to your default Billing or Shipping Address, click "change billing address" or "change shipping address" next to your address to edit.
  • Click "Edit Address" under an address if you wish to modify an exisiting one. Enter the new information and click "Save Address."
  • Click "Delete Address" to remove an address from your book.
What do I do if I can't remember my password?

For security reasons, we cannot tell you your current password, but we will certainly help you acquire a new one by sending a new one to the e-mail address associated with your account. A random password will be generated by the site and you will receive an e-mail with your new password. When you are on the Log In page, simply click the "Forget Your Password?" link. The site will prompt you further.

How can I change my e-mail and/or password?

To change the e-mail address or password associated with your account, simply sign in to My Account using the e-mail address and password currently associated with your account and click on "Account Information" in the left hand column.

To change your email address, simply replace your current email address with your new one in the "Email Address" area and click the Save button at bottom. To change your password, click the "Change Password" box. The site will prompt your further. Be sure to save your changes by clicking the Save button at bottom right. If you change your e-mail address, all subscriptions and communication preferences will automatically be associated with your new e-mail address.

I signed-up to receive promotional emails—why haven’t I received any yet?

To ensure proper delivery of your email, it’s important that you add AdvanceHealthcareShop@advanceweb.com to your address book or safe list, to prevent your email service provider from possibly blocking delivery or sending to spam. For instructions on how to do this, click here. If you haven’t signed-up for email exclusive promotions and deals yet, you can do that here.

Can I place an order over the phone with ADVANCE Healthcare Shop?

Yes, we have Customer Service Representatives available six days a week from 9am–7pm, Monday through Friday and 9am–5 pm on Saturday (all times EST). If you wish to place an order by phone, our toll-free order and customer service number is: 877-405-9978.

How do I contact ADVANCE Healthcare Shop?

You can contact the ADVANCE Healthcare Shop by e-mailing shopsupport@advanceweb.com or by calling our toll free number 1-877-405-9978 from 9am–7pm, Monday through Friday and 9am–5 pm on Saturday. (All times EST)

How do I exchange an item(s) from my order?

The ADVANCE Healthcare Shop, Inc. will ship your exchange to you for free. If you need to exchange item(s), we will pay to send your replacement item(s) at no cost to you. Just follow the return instructions and return the item at your cost and we will pay to ship you the new item. This offer is only available for shipments in the 48 contiguous United States. Shipments to Alaska, Hawaii, Puerto Rico, Canada or international addresses are not eligible.

What is your return policy?

Please click here to view our full Return Policy.

What is the return process?

Please review our Return Policy for instructions on how to correctly return your items.

What is the process for replacing a damaged item?

Follow the normal returns procedure. On the return form, mark the radio button that is labeled "The item was damaged but not due to shipping."

What is your Privacy Policy?

Please click here to view our Privacy Policy.

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