Ordering & Shipping
Here you can find details on our shipping, payment and return policies. You can also browse our selection of grants and finance options.
Customer Service FAQs
I place my orders already by phone. How do I order online?
If you already order from Laerdal, your 8-digit customer number is your User ID. You will need to be assigned a password. Click Here to go to our Log In pages and choose the link that says 'Forgot your password'.
How do I update my Password?
Log in using the assigned password. Once you have logged in there is a link that says 'Change Your Password'. Click on this and customize your password. It must be at least 6 characters long. It can be letters or numbers or any combination. Also, please note it is case-sensitive.
When I place an order with my credit card, I am seeing two different amounts - the authorization is slightly higher than the actual charge. Why is this?
When you place an order, a hold goes against your credit card that may be slightly higher than the actual cost of the order. This is to allow for fluctuations that may occur in tax rates. These holds are not the same as charges, and you are not officially charged for orders until they ship from our warehouse.
How do I change my Billing Address?
You can not change it online or over the phone. All billing address changes must be received in writing. Please complete the Billing Address Update Request form in the "How can we help?" section below or email your request along with your account number to firstname.lastname@example.org
Can I add a New Shipping Address?
A new shipping address can be added during the checkout process. Log in as you normally would, add your items to the cart and click 'Checkout'. During the checkout process, you will see a button for 'Ship to a different address'. By clicking this button, it will bring you to a screen to create a new shipping address. Please note: We cannot ship to PO Boxes or APO/FPO addresses for online orders. Please call Customer Support if you require USPS.
Can I change my order once I have placed it?
Once submitted, changes cannot be made to web orders. Please contact Customer Support for questions about your order.
How long will it take to receive my order?
Items that are in stock ship out the same day they are ordered Monday through Friday. Please allow 24-48 hours for processing of virtual products.
The following exceptions apply:
- Items are not shipped on National Holidays
- Orders that have AHA course completion cards or AHA Core Instructor materials must have their codes checked & may require an additional day for processing.
- Orders that are 'on account' are reviewed by our Finance team and may also require an additional day for review.
- Weekends (Sat & Sun) do not count as shipping or delivery days.
Most items ship from our warehouse in Memphis, TN including AHA materials. Please note that Fed-Ex requires an additional day for processing order to Hawaii & Alaska.
Is it safe to use my credit card on your website?
Yes! Your information is encrypted using secure socket layer connection (SSL) before any data is sent and transmitted. Furthermore your credit card data is never stored on our servers providing a better, safer transaction. Please note that your billing address with Laerdal MUST match your billing address on your credit card.
I need to have expedited shipping. What is the cut-off time?
Expedited orders will ship the same day if they are received by 5pm EST Monday through Friday. If you have an expedited order to place AFTER 5pm EST and you need it to ship out the same day, please call Customer Support for assistance at 877-LAERDAL (523-7325). *Also please be aware if your order contains AHA course completion cards, it may take an additional day to process the order as the code needs to be manually checked prior to shipping.
How do I make a Return?
Please see our Return Policy for instructions on initiating a return. Please note that all license products and e-books are non-returnable and are FINAL SALE.
My order has an item that is out of stock. What happens then?
Orders are shipped as items are available. This means items currently in-stock will ship immediately and then out-of-stock item(s) will ship once they become available in our warehouse. Items that are in stock may come from multiple locations. There is no additional charge to you for shipping if multiple shipments are necessary.
What are your Payment Options?
We accept Visa, Mastercard, American Express and Discover. Accounts that have been pre-approved for Net-30 credit terms may use a purchase order. Orders placed with Net-30 terms are reviewed by our finance team prior to shipping.
Do you charge Sales Tax?
Laerdal is registered to collect sales tax in the following states*: AL, AR, AZ, CA, CO, CT, FL, GA, ID, IL, IN, KY, LA, MD, ME, MA, MI, MN, MO, ND, NE, NJ, NM, NY, NC, NV, OH, PA, RI, SC, SD, TN,TX, UT, VA, VT, WA & WI.
For sales tax to be waived, a copy of your state's exempt (non-profit and/or governmental) organization certificate, resale certificate, or other applicable form must be on file with Laerdal prior to shipment. For more information on your state's requirements, please look at our Sales Tax Information page.
If you set up a new account online as tax-exempt, your first order will go on a hold status pending receipt of your tax exemption documentation. You will then have 24hrs to provide your tax exempt documentation to Laerdal. If, after 24 hrs, your documentation has not been received any order(s) placed will be released with applicable non-refundable tax charges included. Submit your documentation to the following: Attn: Sales Tax Manager, Fax # 800-256-3916 or email at email@example.com
How much do you charge for Shipping?
The following is valid for web orders only. Orders placed by any other channel other than the website are subject to weight-based freight. We ship web orders via Fed-Ex Ground to the lower 48 states and shipping is a flat rate of $10.95 regardless of the size of your order. We ship web orders to Hawaii & Alaska via 2nd day and shipping is $31.00 for an order under $500.00*
Do you ship outside of the United States?
Yes. Laerdal is a global company with offices in over 23 countries. First select an office nearest you to make contact. Please note that not all offer online ordering.