Wholesale FAQ & Troubleshooting

A quick guide to help you get started with wholesale, understand your account, and resolve the most common issues.

Getting Access

Who can apply for wholesale access?

Licensed healthcare providers, clinics, and professional partners who meet our eligibility criteria.

How do I apply?
  1. Complete the provider application form.
  2. Check your inbox for the affiliate confirmation email.
  3. Once approved, log in to your account.
  4. Use the Wholesale link in the navigation to access wholesale pricing.
How long does approval take?

Most applications are reviewed within 1–2 business days. You’ll receive an email once approved.

I’m logged in but don’t see wholesale pricing or the Wholesale link.
  1. Make sure you’re logged in with the same email used during your application.
  2. Try logging out and back in, or using a private browser window.
  3. Your account may still be pending approval—see Troubleshooting below.

Ordering & Pricing

How do I place a wholesale order?

Log in → click Wholesale in the navigation → add products to cart → checkout using wholesale pricing.

Are there minimum order quantities (MOQs)?

If a product requires a minimum quantity, it will be noted on the product page and in your cart.

My prices look retail, not wholesale. What should I do?
  • Confirm you’re logged in to an approved wholesale account.
  • Refresh or clear your browser cache.
  • Check whether the product is eligible for wholesale pricing.

Shipping

How long do wholesale orders take to ship?

Most orders ship within 1–3 business days.

How are shipping rates calculated?

Shipping rates are based on weight, dimensions, destination, and carrier options at checkout.

Tax & Invoices

Can I be tax-exempt?

Yes—submit your tax exemption documentation during application or email support to add it to your account.

How do I get an invoice?

Invoices are automatically emailed after checkout and can also be found in your account order history.

Returns

What is the wholesale return policy?

We follow a 30-day return window for wholesale orders. To request a return, contact support to obtain an RMA number and instructions. Items must meet standard return requirements (unopened, unused, not damaged or altered, and full sets for bundles). Returns that do not meet these conditions are not eligible for a refund.

Troubleshooting

1. Start with the Check Status section

At the bottom of this page, you’ll find a Check Status section.

Click Check Status to see your current Wholesale access.

On the Wholesale card, you’ll see one of three messages:

  • Success: “You should have access to our B2B store.”
  • Failed: “B2B tag not found.”
  • Error: “Please log in to check Wholesale status.”

Use the guides below based on what you see.

2. The “Wholesale” link takes me to a sign-in page

If you click Wholesale in the navigation and land on a sign-in page:

  1. Log in using the same email you used when applying as a provider.
  2. Scroll to the bottom of the page and click Check Status.
  • If the Wholesale card shows
    Error: Please log in to check Wholesale status.
    you are still not logged in. Try logging in again and reloading the page.
  • If the Wholesale card shows
    Failed: B2B tag not found.
    your account has not been enabled for wholesale access yet (see section 4 below).
  • If the Wholesale card shows
    Success: You should have access to our B2B store.
    you should be able to access the B2B store via the Wholesale link in the navigation. If not, see section 3.

3. Check Status says “Success” but I still see retail pricing

If your Wholesale card shows:

Wholesale

Success: You should have access to our Wholesale store.

But you’re still seeing retail pricing or can’t access wholesale:

  1. Refresh your session
    Log out and log back in.
    Refresh the page (Cmd/Ctrl + Shift + R).
  2. Try a clean browser view
    Open a private/incognito window and log in again.
    Go to Wholesale and re-check pricing.
  3. Re-check your status
    Scroll back down and click Check Status again to confirm Wholesale still shows Success.

    If Wholesale still shows Success but you can’t access wholesale pricing, contact support and include a screenshot of your Wholesale card and what you see on the Wholesale page.

4. Check Status says “Failed: Wholesale Access not found.”

If your Wholesale card shows:

Wholesale

Failed: Wholesale access not found.

This means your account does not currently have wholesale access.

  • If you haven’t applied yet
    → Go to our provider sign-up page and submit your application.
  • If you already applied
    → Your application may still be under review, or your wholesale tag may not have been added correctly.

If you believe you should already have wholesale access, contact support and mention that your Check Status tool shows “Failed: Wholesale Access not found.” on the Wholesale card.

5. Check Status says “Error: Please log in to check Wholesale status.”

If your Wholesale card shows:

Wholesale

Error: Please log in to check Wholesale status.

This means you are not currently logged in.

  1. Log in using your provider account email.
  2. Return to the bottom of the page and click Check Status again.
  3. Once logged in, the error will change to either Success or Failed for the Wholesale card.

If the message does not change after logging in and refreshing, try a private/incognito window. If the issue persists, contact support.

Check Status

Please log in and press the button below to check your account status.