Customer Support

Please see Heritage Medical Products Inc. Terms & Conditions. For additional information, please contact SonoBed at (888) 256-8748 or send an email to [email protected]

Purchase Orders

Product Description & Pricing

The price quote provides the product model name, features and available options along with pricing for each.  It is the customer’s responsibility to choose the proper bed model for their modality of ultrasound. Should they choose the wrong model/options – they may exchange the product for the correct model by paying the shipping back to the HMP facility of the wrong model and the difference and shipping of the correct bed model. An additional restock fee of 10 percent of the total will be applied for the wrong model ordered. It is very import that each person involved in obtaining quotes understand what area of ultrasound this exam bed will be used for and communicate with each other before the order is placed. HMP is not responsible for wrong bed models being ordered due to the lack of communication.

Purchase Order Requirements

HMP, Inc. requires a purchase order be placed before an order can be processed and manufacturing can begin. The purchase order must have the following: the name of the facility purchasing, bill to address, ship to address, purchase order number, date, correct total-matching the quote previously provided including shipping unless third party is stated on purchase order. Call for shipping pricing before turning in the purchase order as shipping prices previously on the quote are only good for 10 days.

Upholstery Colors

If a specific upholstery color is chosen, it must appear on the purchase order or the standard color of Flint (light grey) will be used. It is the client’s responsibility to advise HMP, Inc of the upholstery color upon placing the order.

Rush Orders Inside 4 Weeks

If your facility needs a rush order to meet a deadline, HMP must be advised of said deadline in advanced to have time to accommodate upholstery fabric colors aside from the standard flint gray fabric color. If HMP is not advised of the deadline prior to six weeks of the deadline- the standard flint gray upholstery is the only color available and no customization can be applied to the exam bed- no width or length increase or decrease. Additionally, discounts that have previously been given will be rescinded due to the manpower to get the bed manufactured on time.

Payment Terms

The complete balance is due within 30 days of receiving the product. Payment completed before the 30 days will not be met with a discount unless contracted otherwise.

Terms and Conditions

Storage Fee

Once the exam bed order is placed our manufacturing time frame is four to six weeks. Should changes occur on the receiver’s end and your facility is not ready to receive the bed, charges will be applied in the amount of $25 every additional week we store the bed at our warehouse.

Shipping

Freight & Additional Freight Services

The quote gives the dock to dock shipping fee in which HMP will arrange the freight and bill to the client.  If the client has requested additional shipping services, such as lift gate and/or inside delivery, White Glove Service – the price for those services will be listed as well along with their fees.   If the client chooses to use their own freight services, the quote will state Ship 3rd Party on the quote next to ‘Ship Dock to Dock’.  When shipping 3rd party the customer is responsible to supply HMP with the bill of lading at the time of shipping.

Shipping Address Changes

The exam bed will be shipped to the address supplied on the PO – if the client attempts to change the ship to address during the shipment they will encounter an additional redirect fee of $150 and storage fees of $35/per day. The shipping company will not change the address without permission from HMP, Inc. It is crucial the correct SHIP TO address is on the PO at the time the order is turned in.

3rd Party Shipping

If a client chooses 3rd Party Shipping, it is their responsibility to provide the Bill of Landing to HMP at the time of shipping.

Receiving

Overall Delivery

As stated above, the product will be delivered via a freight company determined by HMP unless the customer is using their own freight company – therefore HMP will bill the shipping/delivery 3rd party on the quote and the invoice.  This will be decided before the PO is issued and listed in detail on the quote.  Clients have the right to choose how the product will arrive, either by HMP arranging and billing for the shipment or the client arranging the shipment – and HMP billing 3rd party on the bill of lading.  The bill of lading is then supplied to HMP at the time of shipping. We suggest everyone who will be involved receiving the exam bed obtains a copy of the HMP Receiving Guide that is sent out when the order is placed. This is so they may understand their responsibility if the crate arrives damaged.  We ask for you to have a receiving plan in place before the bed ships out to aid in the delivery process.

HMP will not ship an exam bed COLLECT.

What should the box look like?

The exam bed will arrive with a cardboard cover over a wood pallet. There will be a CONE placed on top of the cover. If the cone is missing or in bad shape you may have visible or concealed damage.

Please be aware of the condition of your cone.

If the crate looks like this (pics below), DO NOT SIGN.

What do I do if there’s damage?

Contact us while the driver is there, and we will help you decide if you should sign. (888) 256 8748

If you already signed for the bed and there is damage:

We will help you by replacing the damaged areas at your cost. It is vital you inspect the bed BEFORE you sign.

Also, have a receiving plan in place and know what to do before the bed arrives.

Please see the previous question on what to look for if your crate arrives damaged and you have signed for it.

Concealed Damage?

If the upholstery is damaged, we can replace this section (image below) for $425 if you have already signed for the package.

Uncrating Process

1. Cardboard Removal Instructions

  • Cut the nylon straps on the outside of the crate.
  • Cut around the base with a box cutter OR jerk the cardboard edges through the stapes
  • Remove the Cardboard

2. Nylon Strap & Wood Pallet

  • The exam bed is held onto the pallet with 2 nylon straps
  • Cut each strap with scissors or a box cutter

3. ID Tag / Serial Number

Please note, the seral number and ID tag is located on the bed frame next to the nylon strap. This is an important tag! You will find the technical aspects of the bed along with the serial number.

4. Removing the Exam Bed

  • Using 2 people, lift the exam bed off the wood pallet. Remember, lift with your legs, not your back.
  • Gently sit the bed onto the floor
  • Unlock the casters. Some beds have individually locking casters while others have central lock casters.
  • The bed is now ready to roll
  • No further assembly is required
  • Please check for additional options that may be placed on the shelf under the bed (ex. armboards, footboards, foot controls, IV poles)
Storing the Crated Bed for Future Use

We understand that sometimes the bed arrives early and you have to store it.

There have been instances when the customer has stacked other equipment on top of the crated bed or used the top of the crate as a work surface, even cutting into the box and damaging the upholstery.

If you must store the exam bed do not stack anything on the crate!

And do not use a box cutter on the top for anything!

Refusal of Delivery

If during the delivery the client refuses the shipment for any reason they will automatically be charged a $150 flat fee for redirect services and storage fees of $35/per day. The client must work with HMP, Inc. to receive the bed the first time the freight company attempts delivery. Any refusal to accept the delivery will result in more shipping fees.

Receiving with White Glove Shipping

What does the freight company do?
  1. Phone call and/or email prior to delivery to set up delivery appointment
  2. Deliver the exam bed(s)
  3. Un-crate the exam bed(s) on-site
  4. Take the exam bed(s) into the facility with the guidance of the on-site contact
    • Meaning: it is the responsibility of the on-site contact to walk with the delivery personnel and open doors, clear hallways from equipment and staff members and help located elevators.
    • Exam bed(s) should be uncrated BEFORE being placed into an elevator
      NOTE: it is the customer’s responsibility to measure the elevator to ensure the exam bed(s) will fit – the base of the bed is 56” in length – the width is 30”. If the elevator is too small for these measurements, the bed cannot be delivered.
      NO STAIRS – the delivery company will NOT for any reason carry the bed UP or DOWN stairs.
  5. Remove the crate and debris when the company leaves the facility
What does the freight company NOT do?

Store the exam bed(s)

If you are unable to receive the exam bed(s) the freight company does not have room to store the shipment at their facility. They will charge you $150/per day until the delivery is made.

Move or remove your existing equipment. It is the customer’s responsibility to have the desired location for the exam bed ready to receive. The freight company will not move any equipment other than the exam bed(s) under the agreement with HMP.

NO STAIRS! In no way will the exam bed(s) be carried UP or DOWN any stairs!!!!!!!

If you ask them to do more work, and their employee(s) agrees, you will receive an additional invoice from HMP to cover that work.

Please inform all involved not to ask for additional services unless approved by HMP first.

Deliver before or after hours. The company will not deliver before 8:00 am or after 5:00 pm.

What is the on-site contact’s responsibility

Answer the freight company’s phone call and or email(s)

Provide information during that call

Where to unload in the parking lot

Which door to come thru

Meet the freight company upon their arrival

Hold doors if need be

Stay with them as they roll the exam bed(s) to the desired location

If the customer makes the driver leave for any reason outside of the carrier’s control, there will be a $95 redirect fee.

Additional Information

If the on-site contact does not answer the phone calls or emails to set up the delivery appointment, HMP will contact the purchaser of the PO for another contact’s name and information. If that contact fails to engage with the freight company, HMP will return the exam bed(s) to our facility for a cost at the customer’s expense.

It is very important the on-site contact works with the freight company in a timely manner.

HMP suggest that everyone who will be involved in receiving the exam bed(s) contact us with any questions prior to delivery. Have a receiving plan in place and work with the freight company during delivery.

Warranty

What is the warranty of my SonoBed?

The product offers a two-year warranty excluding hand controls and upholstery.  The client may choose to purchase a five-year warranty at the time of purchase.