Customer Service

Order information

SPI’s approach to customer service is that its customers should not waste valuable time navigating through an extensive menu which may or may not point them in the right direction. SPI’s customer service team consists of four professionals who are knowledgeable about SPI’s family of products. These professionals are available from 7am to 4:30pm PST to address each of your needs live and in person. Our team has a combined experience of 27 years with SPI. SPI stocks and ships over 98% of the orders out of its Tacoma, WA facility and UPS picks up daily at approximately 3:00pm PST. Orders arriving before 3:00pm should go out that day, however, in case of emergencies the UPS hub is only 10 minutes away and SPI is also set up for emergency air shipments via Alaska Airlines. Our facility is company-owned and encompasses over 41,000 square feet of space.

Warranties
SPI is a distributor of innovative surgical products and, as such, it honors the warranties in place by each individual manufacturer. In the event that one of its customers faces a warranty situation with unusual circumstances, SPI will do its best to mitigate an amicable solution between the parties.

Terms
SPI’s standard terms are net 30 days from date of invoice. Any special terms must be approved in writing by SPI. SPI reserves the right to change terms on future orders at any time based solely on its discretion as long as such change is communicated to the customer.

Returns
All returns must be approved prior to shipment using SPI’s Return Goods Authorization Process (RGA). Any items returned without a valid RGA, or if a box is not marked properly in a manner where the RGA can be seen, will be refused and returned to the customer. Customer is responsible for all freight to SPI. In the event the return is covered under warranty, SPI will pay for return freight. All other returns will be charged for the return freight.