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Frequently Asked Questions

We appreciate the opportunity to answer your questions about our business. We hope you enjoy shopping at OTC Wholesale and find a convenient and money saving way to buy the things you need. Following are list of our most frequently asked questions:
Where are you located?

Fort Lauderdale, Florida

What if I am a retailer that is interested in buying larger quantities and on a consistent basis?

Our primary business is in serving retail establishments like yourself with perfect quality products at well below WAC. We are service oriented and fiercely completive on our prices. Please email us at regarding the products you are interested in and we will get back you as soon as possible.

Why does my order say I ordered one 16 pack but you shipped four 4 packs?

Our system requires every item is scanned as it is shipped. The top line is the title of the kit. Underneath that is what that kit contains.

  • Example: A 16 Pack consists of 4 packs of electrodes, each pack having 4 electrodes.
    • OTC TENS Electrodes 2x2" Square, Tan Mesh Backed - 16 Pack : Qty 1
      Is Equal To
    • OTC TENS Electrodes 2x2 Square, Tan Mesh Backed - 4 Pack : Qty 4
Do you take insurance? (Medicare, Medicaid, etc.)

No, we do not bill directly to insurance. You file for reimbursement on your own. Whether or not an item is covered is between you and your insurance company. Many of our customers are successfully being reimbursed by their private insurance. We will be more than glad to help with any documentation and information needed by your insurance company.

Why do you request a phone number with every order?

We are not planning to use your phone number unless it is truly needed. Sometimes your delivery person gets lost and needs directions for accurate delivery. Fed EX and UPS require this information for this reason. We have also noticed an increase in typos with more use of hand held devices such as cell phones and tablets. We want to make sure your package gets where you want it to go.

Why do you request an email address when I place an order?

An email address does help with communication with an order. We sent confirmation and tracking emails standard for every order. We also would contact your via email if ether is a problem with an order. This email address or your private information will never be sold.

How do I know what my billing address is?

If you are uncertain, contact your card processor. The billing address should be the address that your credit card bill goes to. This is not the address on the back of your credit card. If you receive your bill electronically, log onto your account and view what information your credit card company has on file.

Do you take checks/money orders?

No, unfortunately, we do not accept checks or money orders at this time.

Why am I having trouble with my prepaid card when placing an order?

Unfortunately most prepaid credit cards do not have a billing address associated with the card. Because the billing address cannot be verified many times orders using these cards will be cancelled. Since we verify billing before processing the order and we are unable to verify the billing address with these cards and subsequently the order may be cancelled. We are sorry for this inconvenience.

What if I am an International customer placing an order shipping to a US address?

Card processors will not be able to verify your billing address from another country. I would suggest using PayPal as a payment method to your US address. You may also chose to use International Checkout to either your International Address or your US address.

Why can’t you accept my International billing address?

Unfortunately the card processor cannot verify a billing address from outside the US. Without this verification we unfortunately cannot ship your order. You may however, use PayPal to a US address listed on the account.

Why have you cancelled my order?

OTC Wholesale will always contact you with a reason before cancelling any order via email. Accurate billing information, recipient/ address conflicts, and running out of stock are cancellation reasons.

Why do I see two lines that look like charges on my credit card statement online?

OTCWholesale accepts an authorization as the order is received to check that accurate information has been input. Once we accept this information, we then charge the card. This will cause the authorization and charge to be on two separate lines. The authorization does disappear and this system makes it impossible to double charge your card. If you are concerned please contact us so that we may check your order.

Why are you stating that I am not at my address?

OTC Wholesale uses several methods to verify that accurate information is being used for each order. We take fraud seriously and do our part to help combat fraudulent use of identities. These programs help us to verify the name that is listed at the address. If you are on vacation, the delivery company may not be authorized to deliver to the address in your name. We will sometimes require that delivery is to the billing address of the card used if the name is not listed at the address. If you are shipping to an alternate address, using PayPal as a payment method will alleviate this problem. We are sorry for this inconvenience.

Will I be charged Sales Tax?

Only State of Florida residents will be charged a sales tax (6%) when applicable. The tax, if any, will appear on your order before you place it.

How long does shipping take?

We ship out in 1 to 2 business days and it usually takes about 3 to 5 business days for the package to reach its destination. (Excludes AK, HI, VI, PR, Military). We offer Expedited Shipping to the Contiguous US for an additional charge.

Do you offer order tracking?

We offer order delivery tracking on all 1, 2 or 3 day delivery orders. When you request an order to be shipped with 1, 2, or 3 day delivery, you will receive and email including a tracking number from using a variety of carriers, including FedEx and UPS. For all other orders we offer delivery confirmation to insure that you have received your order in a timely fashion. If you would like us to add tracking to your order or have special delivery considerations, please let us know in the comments section of the order form or email us at Please include your name and order number in all correspondence.

What do you mean by Free Shipping?

There are never any handling charges with and no shipping charges on orders over $49.99 within the Contiguous United States*. There is also Free Shipping for all items with the “Free Shipping Icon”.
Free Shipping is for standard ground shipping method only. Ground shipments are sent by a variety of carriers, including USPS, FedEx and UPS. Generally, orders placed Monday through Friday will arrive in 4-5 business days (within the Contiguous USA). Allow for a little more time for weekends and holidays. Free Shipping is available only for orders shipping within the Contiguous United States. Orders shipping to Alaska, Hawaii, APO/FPO, US Territories and International Locations do not qualify.

*Orders weighing over 10 lbs are not eligible for free shipping. Weight is determined by the Dimensional Weight Calculator by UPS and FedEx.

What are your shipping costs if my order does not qualify for free shipping?

Currently, we are only shipping to US Domestic addresses and its Territories.

Shipping costs are based on the shipping method you choose and the weight of the shipment:

Ground Shipping (delivery in 5-6 business days):

*Packages over 10 lbs are not eligible for free shipping.

We offer the following expedited shipping options, which include 1 Business Day (Standard Overnight), 2 Business Day (2Day) and 3 Business Day (Express Saver) service available within 48 contiguous states only, no APO, FPO, or PO Boxes.

These options utilize a combination of USPS, Fedex and UPS:

Rates will be determined by Zip Code and Weight of Product

Note: APO and FPO packages are tracked only to initial military distribution center, not to your physical location.

What if a shipping delay occurs for expedited shipments?

We are unable to be liable for the shipping delays listed below and can not guarantee a refund or credit for the shipping fees.

  • Weather, natural disasters, acts of God and other uncontrollable events can delay expedited orders. We cannot be responsible for these occurrences.
  • Please note these occurrences may not be located at your location, but rather along the route of your package (such as a sorting facility, airport or transportation hub). This can still cause delays.
  • Delays can also occur due to incorrect or undeliverable addresses, addresses missing information, recipient being unavailable, or delivery location or business being closed.
  • Saturdays and Sundays are not delivery days so they do not count toward the number of days for delivery (1, 2 or 3 days depending on shipping service).
International Shipping Now Available!

International Check-Out

We have partnered with International Checkout to service our customers Worldwide!

International Checkout provides our customers with safe secure purchasing directly from our shopping cart. Once you have selected the items you wish to purchase in the OTC Wholesale shopping cart, simply click on the International Checkout button located below the shopping cart. Your order will then be transported directly to the International Checkout payment processing secure site. There you will have access to real-time shipping cost information and payment method verification. International Checkout offers some of the lowest international shipping rates available, and is simple to use.

International Customers can save 80% or more by following these simple steps:

  1. Place the items to be purchased in your shopping cart.
  2. Click on the International Checkout button at the bottom of the cart.
  3. Enter your credit card information, shipping and billing.
  4. Sit back and enjoy the savings while we do the rest.

If you would like more information about International Checkout please visit their Customer Care website: Click Here.

Why do you restrict shipping to a freight forwarder or commercial mail receiving center?

Shipping to a freight forwarder or commercial mail receiving center is not a problem when billing and shipping match. Unfortunately we may restrict orders to the billing address when it involves these locations due to fraudulent use. I suggest updating your card processing billing to reflect this address and you should not have this problem. Additionally, using PayPal to your chosen shipping address will alleviate this problem.

What is your returns policy?

While we hope that you’re always delighted with your order, we understand that there are occasions where you need to return items. We offer a 30-Day Return Policy for all unopened, unused and in new condition items. We cannot accept back any product that has been opened, has a broken seal or shows signs or tampering. Bath and Bedding items can only be returned if the product packaging has not been opened. Many items that we sell have awesome manufacturers who have warranties on their products. If an item is not working, please let us know and we would be happy to help you through the warranty process.

To get started on your return, simply go to and fill out the form to request a Return Merchandise Authorization Number (RMA #). For more information on RMA # see the additional question: “How do I receive an Return Material Authorization Number?” If you have any trouble with the link or filling out the form, feel free to email and we would be happy to help.

Once you receive the RMA # and return address, ship the package back with the RMA # clearly on the label of the package. This will help to expedite the return process and ensure your package arrives in the Returns Department upon receiving it at our location. Packages are not accepted postage due, refused or return to sender for RMA package returns. The recipient is responsible for insuring the package so that the items arrive in new and unused condition. If for some reason a package comes back on our account or postage due this will delay the return process and the return shipping cost will be reduced from the refund. Please allow 7-10 days for processing your return once we have received it. Returns received without an RMA number will not be accepted and cannot be credited. All returns may be subject to an up to 15% restocking may be applied. Due to card processing restraints the return must be received within 30 days to be valid.

Returns are for unopened items only. If you try a product and are unsatisfied with the products performance in any way, please contact the manufacturer for compensation. For items that are defective or broken see the additional question regarding Warranties for additional information. Warrantee issues would be handled separately from Returns.

How do I receive an Return Material Authorization Number?

Returns are not a problem at OTCWholesale! Simply go to and fill out the form found on the page. You will need to fill-in your order #, the items you would like to return, the condition of the items and the packaging of those items to return, the reason for requesting a return and contact information. We will contact you back with your RMA # and instructions. If you have any trouble with the link or filling out the form, feel free to email and we would be happy to help.
When sending back your return please have the Return Merchandise Authorization Number (RMA #) written clearly on the label of the package. This will help to expedite the return process and ensure your package arrives in the Returns Department upon receiving it at our location. Packages are not accepted postage due, refused or return to sender for RMA package returns. The recipient is responsible for insuring the package so that the items arrive in new and unused condition. We cannot accept any products that have been opened, have a broken seal, or show signs of tampering. Up to a 15% restocking fee may be applied.

My item is not working, how do I go about getting a replacement?

Most products have a manufacturer warranty. Each manufacturer has different requirements. Please contact with the serial number of the product and the order number to start the process. We would be happy to assist in helping facilitate this process with the manufacturer. In some cases a picture may necessary.

I have not received my order or my order was not correct, what can I do?

First, we sincerely apologize for any inconvenience this may have caused and we would like to fix whatever problem has occurred as soon as possible. Please contact us immediately in one of two ways: You may email our customer service team by click on this link or please feel free to call us at our warehouse location 1-800-467-8109.

I received something different then ordered. What do I do now?

Contact us at with each item quantity and barcode of the items received. A picture may necessary.

What if my package was marked return to sender by the shipping company?

If a package is return due to negligence on the recipients part, you will only be refunded for the order less the shipping charges, any additional return shipping fees incurred, as well as the restocking fee. This includes for packages returned due to undeliverable addresses, missing or incorrect address information, refused at delivery, or unable to forward. Orders that are being returned will not be refunded until the package is received and processed by our returns department.

Orders that are returned to us as undeliverable or return to sender are not able to be re-shipped. If you would still like to re-order feel free to place a new order on our website.

How do I create an account?

Creating an account is easy. Simple follow the four steps below:

  1. Go to
  2. Click on the ‘Register Now’ button under ‘New Customers’ on the left.
  3. You can either:
    1. Create a Login:
      1. Fill in your name, email address and password.
      2. Click the ‘Create’ button.
    2. Login with Facebook:
      1. Click the ‘Log In with Facebook’ button.
      2. Fill-in your Facebook login information.
      3. Click the ‘Log In’ button.
  4. Once the information is submitted you will receive an email confirmation of your account registration.

*Note: Your email address (either the email address you entered to create the account or the email address for Facebook if you used Facebook to Login) will be your username.

I already have an account. How do I login?

Welcome Back! To login to your account follow the steps below:

  1. Go to
  2. Either:
    1. Fill-in your email address and password that your account is under, under the ‘Returning Customers’ box on the left.
    2. Click on the ‘Log In with Facebook’ button below the ‘Returning Customers’ box on the left. Fill in your Facebook Log In information (Email and Password) and click the ‘Log In’ button.
What if I forget my password?

If you forget your password, don’t worry.

  • Go to
  • Click on ‘Forgot your Password’. This is found below the Password box in the ‘Returning Customers’ box on the left.
  • Enter your email address that your account is under and click the ‘Send Now’ button.
  • An email will be sent to your email address linked to your account with instructions for resetting your password.

Note: This is only for account users who did NOT use the Log In with Facebook option. If you did choose the Log In with Facebook option you will need to go through the Facebook Forgot Password procedure at:

If you have any questions feel free to either email us at or call our Customer Service Department at 1-800-467-8109 Option 3 and we would be happy to help.

How do I update my account information?

To update your information for your account follow the steps below:

  • Go to and Log In to your Account.
  • Click the ‘Update My Account’ tab.
  • Click on ‘My Info’, which is found below the tabs.
  • Fill-In or Change the information you wish to update.
  • Click the ‘Update’ button at the bottom of the page.
What are Login Preferences and how do I change them?

Login Preference are the two options you can choose from in the preferences of how you choose to login to your account. You can choose to either ‘Login with a Password’ or ‘Login with Facebook’.

Login with a Password
This option allows you to sign-in to OTCWholesale using your email address and a password.
Login with Facebook
This option connects your account to Facebook for login purposes. You will sign-in by clicking the ‘Login with Facebook’ button.

You can change your login preference for your account by:

  • Go to and Log In to your Account.
  • Click the ‘Update My Account’ tab.
  • Click on ‘Facebook and Login Preferences’, which is found below the tabs.
  • From here you can click on the option you wish to use and then click the ‘Update’ button to update your account preferences.
How much does it cost to have an account?

Zero. Zip. Nada. OTCWholesale’s Account Program is absolutely free for you to join.

How do I earn Reward Points?

It is easy to earn Rewards Points! You can earn points for purchases made as well as earn points for referrals and sharing. You can earn:

  • 1 Point for ever $1 Spent
  • 50 Points when you refer a friend and they create an account
  • 100 Points when your friend places an order

Note: Rewards Points Rules apply. Please see What are the Rules regarding Reward Points? for more information.

What are the Rules regarding Reward Points?

Reward Points Rules
OTCWholesale allows you to create an account and earn reward points for making purchases, sharing with friends and other actions. These rewardable actions and the rewards available may vary from time to time. To earn reward points, you must have an account and abide by the terms and conditions of our web site and the rewards program.

  • Earning Points for Purchases
    • Reward points are issued for orders placed on or after 05/01/2014.
    • 1 point(s) awarded for every $1.00 spent in valid purchases.
    • Tax, shipping and promotional discounts are not eligible for reward points.
    • Reward points may be subtracted from your account for returns or canceled orders.
  • Earning Points for Sharing
    • When your referred friend creates an account, you will receive 50 points.
    • When your referred friend makes a first purchase, you will receive 100 points.
  • Points Expiration
    • Points do not expire.
  • How To Redeem Your Points for Rewards
    • Log-in to your account and navigate to: My Rewards -> Redeem Points
    • When you have enough available points, click the "Redeem" next to any qualifying eligible reward.
  • Reward Coupon Usage
    • Reward Coupons are for use on only.
    • Reward Points and Coupons must be used by the email address the account is under.
    • Reward Coupons are single-use coupons for personal use only.
    • If you return any of the items purchased with the Reward Coupon, the coupon discount or value may be subtracted from the return credit.
  • Other Rules
    • Only one Rewards account per customer is permitted.
    • Points will not be rewarded for self-referrals or other fraudulent referral activity.
    • Use of the Rewards program for wholesale, resale or other commercial purposes is prohibited.
    • Any unauthorized usage will not only result in cancelling the order but also possibly the account as well.
    • All reward points earned from orders made are set to pending for a period of 45 days from the date of purchase.
    • OTCWholesale reserves the right to modify or cancel coupons, points and the rules regarding the points, coupons and accounts.
What can you redeem the Reward Points for?

Rewards Points can be redeemed for coupons on our site. You can earn:

  • $5 Coupon – for 100 Points
  • $10 Coupon – for 200 Points
  • $20 Coupon – for 400 Points
Where can I find my total of available Reward Points?

To see your total rewards points available:

  • Log In to your account.
  • Click the ‘My Rewards’ tab.
  • Click ‘Overview’, which is found below the tabs.
  • Your total available points will show at the top of the screen below the tabs.
Can I open multiple accounts?

No. Only one Rewards Account per customer is permitted.

How do I redeem my points?

To redeem your rewards points:

  • Log In to your account.
  • Click on the ‘My Rewards’ tab.
  • Click ‘Redeem Points’, which is found below the tabs.
  • When you have enough points, click the ‘Redeem’ button next to any qualifying eligible reward.
Can I transfer or give away points or reward coupons?

No. Reward Points and Reward Coupons are non-transferable. They are single-use and personal use only.

Can I combine Rewards Coupons with other coupons?

No. The Reward Coupons can not be combined with any other coupons.

Can I earn and redeem reward points on the same purchase?

Yes. You can use a reward coupon on an order and also receive points for the remaining applicable amount of the order.

Do I need a prescription for a unit?

Please check with your state and local area and abide by your state and local laws for purchasing a unit. Prescriptions are to be faxed to: 1-800-467-8109.

Do I need a prescription for Test Strips?


Do I need a prescription for Insulin Syringes?

Please check with your state and local area and abide by your state and local laws for purchasing syringes.

What unit do you recommend?

We cannot recommend or suggest a unit. These are medical devices. You need to speak with your doctor or physical therapist for a recommendation.

I see that you are out of stock? How do I check when it will be back in stock?

Items may be labeled out of stock on the site due to pricing, availability, or human error. Let us know that you are looking for an item by contacting us at

We hope these answers are helpful and you may wish to visit our About Us page for more information on our company and business. Thank you for visiting OTCWholesale.

Transcutaneous Electrical Nerve Stimulation (TENS)

TENS is a non-invasive, drug free method of controlling pain, which uses tiny electrical impulses sent through the skin to nerves in order to modify your pain perception. In most people it is effective in reducing or eliminating the pain.

Electronic Muscle Stimulation (EMS)

EMS works by sending electronic pulses to the muscle(s). This is achieved by sending low frequency electric pulses through muscle tissue causing them to gently contract. In this way the muscles are passively exercised and blood flow is increased

Galvanic Stimulators

Galvanic Stimulators use direct current, which creates an electrical field over the treated area. The positive pad works like ice, causing reduced circulation to the area under the pad. The negative pad works like heat, causing increased circulation.


IF sends small comfortable electrical impulses through your skin to work on deeper tissue stimulation. The sensation works to prevent pain signals from reaching the brain.


Infrared Light Therapy help the body by delivering specific light waveforms that increase circulation. Increasing circulation helps promote healing, lessen swelling, and helps in reducing pain.


Portable Ultrasounds give advanced pain relief using sonic stimulation of soft tissue cells. They generate pulsed, high frequency sound waves, which travel deep into the tissue, generating vasodilation. This helps increase blood flow to the treated area.


Russian stimulation uses medium frequencies to provide stimulation to muscle groups. This is used to reduce muscle spasms as well as for muscle strengthening. This method was created to produce maximal muscle strengthening effects.

Micro Current

Microcurrent Therapy uses extremely small amounts of electrical current (millionths of an amp) to help relieve pain and heal soft tissues of the body. The electrical current used in Microcurrent Therapy is so small that it is rarely felt.