We use cookies to make your experience better. To comply with the new e-Privacy directive, we need to ask for your consent to set the cookies. Learn more.
- Q: When I click “Submit” on the Checkout Page under credit card information, my order does not go through. Why?
- A: Before you can actually place your order, you must click the Submit button under the credit card information section on the checkout page in order to validate the credit card. This process is required for DSS/PCI compliance and allows you to save your credit card information to your account, thus streamlining future purchases. After clicking “Submit,” complete your order by checking the Terms of Service box and clicking “Place Order Now.” You should immediately receive an order confirmation number and an email receipt. Also, your shopping cart should appear empty after you place your order.
- Q: How can I return or exchange an item?
- A: Please visit the Returns & Exchanges Information page.
- Q: I can’t find the item I wish to purchase on the Marketplace. How can I submit a request for the Marketplace to add this product to its inventory?
- A: We are constantly adding products to the Marketplace, and we’d love to hear your suggestions. Please email them to Marketplace@webpt.com or fill out the form located on the Contact Us page. When recommending a product, please provide as many details as possible (e.g., product name, model, manufacturer, and desired sizes).
- Q: Where can I submit general Marketplace questions, concerns, or comments?
- A: Please direct all general Marketplace feedback to Marketplace@webpt.com. You can do this via the “Contact Us” page. Simply fill out the form and click “Submit.” A Marketplace representative will promptly respond to your inquiry.
- Q: Why am I not receiving my order receipts or shipment tracking information?
- A: We automatically send order receipts and shipment tracking information to the email address associated with your Marketplace account. This is the same email address that was associated with your WebPT account the first time you visited the Marketplace. To review or change this email address within your Marketplace account, go to the “My Account” menu found near the top right of any page within the Marketplace. Select “Account Information” to edit your email address. Then click “Save.”
- Q: How do I add additional credit cards to my account?
- A: There are two different ways to add a new credit card to your account: Simply make a purchase using your new credit card, and we’ll automatically save your card information to your account. Or, go to the “My Account” menu at the top right of any page within the Marketplace. Select “My Credit Cards,” fill out the information for your new credit card, and click “Add” to update your account.
- Q: How do I update or delete a current credit card on file with the Marketplace?
- A: To update a credit card currently on file, go to the “My Account” menu located at the top right of any page within the Marketplace. Select My Credit Cards and find the card you wish to edit under the Saved Profiles section near the bottom of the page. Under the Action column, click “delete” to remove the card or “edit” to update the expiration date or other details.
- Q: How do I change my Billing or Shipping address on my Marketplace account?
- A: To change your Billing or Shipping address on your Marketplace account, visit the My Account section located in the top-right corner of any page within the Marketplace. Select “Address Book,” and choose the address you wish to edit. After you’ve made your changes, click “Save Address.”
- Q: How do I use the chat function?
- A: You can use the chat feature to chat with us directly. Click the “Contact Us” tab, located in the bottom-right corner of any page within the Marketplace. If we’re unavailable, you can submit your questions or feedback to us at Marketplace@webpt.com.
- Q: Can an order be placed with financing options or invoiced?
- A: Currently, all orders must be paid for at the time of placement using a credit card.
- Q: Do you have expedited shipping?
- A: All supply orders ship via standard ground shipping (approximately 3-5 business days). Capital equipment orders will have estimated shipping dates provided directly by the manufacturer. There is currently no option for expedited shipping. Please visit the Shipping & Delivery Information page for additional information.
Have additional questions? We're here to help.
- You can email our team at marketplace@webpt.com or
- Simply type your queries into the "Chat Us" dialogue box in the bottom-right corner of any Marketplace page. If we're away, please leave us a message, and we'll get back to you as soon as possible.