FAQs

NOTICE: As you are aware, recent developments regarding the Coronavirus have created large surges in market demand for many PPE and infection control products. We are working to provide product solutions for our customers. 

Please note: All orders will be reviewed and we are deploying allocations as product becomes available. Any orders in the categories listed below will be non-cancelable and non-returnable to avoid excess unsellable product supply. This policy is effective until further notice.

Impacted categories: N95 masks, regular ear loop masks, disinfecting wipes, hand sanitizer, thermometers, isolation gowns, gloves and other infection control categories. 

Also please note that while we strive to provide the most accurate and up to date information, backorder/open order ETAs may fluctuate and are not guaranteed delivery dates. As our manufacturer partners make adjustments, it may impact delivery dates. We will continue to provide updates and keep an open line of communication as we manage this current situation. 

Please reach out to us at 817-759-6890 or trulamedical@benekeith.com with any questions or for assistance with product availability. 

Thank you for your understanding during this time.  

Frequently Asked Questions:
  • What is Trula™ Medical Supplies?
    • Ben E Keith Company has a legacy of excellence in product offerings and customer service. We continue to build on our foundation of quality with the addition of Trula™ Medical Supplies to our portfolio of products and services.  Trula™ Medical Supplies provides access to thousands of key products, including national and exclusive brands to meet your everyday care needs.
  • Do you provide phone support? Can I call someone?
    • If you would like to speak to us on the phone, please call us at 817-759-6890, between the hours of 8:30 am and 4:30 pm CST Monday through Friday on regular business days. 
  • Do you ship on the weekends and holidays?
    • Orders placed during the weekends or holidays are processed the next business day.
    • Orders placed after 2 pm central time Monday through Friday on regular business days are processed the next business day.

  • Why did I see a product one day but the next it was gone?
    • Our inventory will change daily depending on what is available in the warehouse that day. You may contact us to request availability on any non-pharmaceutical medical supply products you routinely purchase whether those items are shown in our online catalog or not. You may also contact us for special order requests.  Please contact us at 817-759-6890 or you may submit your inquiry regarding products and special orders to trulamedical@benekeith.com.

  • Is your site compatible for use on my phone or tablet?
    • www.trulamedicalsupplies.com is user friendly on most devices.  To see the full list, please click here.
    • We recommend using Google Chrome, Firefox or Safari as a preferred browser for optimum performance.  Explorer does not reflect the level of compatibility provided by the other listed browser options.

Account Information

  • How can I change my shipping address for a single order? For security and fraud protection we request you contact customer service at trulamedical@benekeith.com or call 817-759-6890.
  • How can I reset my Trula password?
    • Click account icon on the top right.
    • Select “Forgot Password”.
    • Enter email address associated with your account.
    • You will receive an email with a link and steps to update your password.
  • How can I change my email address?
  • For individual purchases, do your items qualify for Flexible Spending Account (FSA) purchases.
    • You will need to check with your benefit provider to verify. An itemized invoice will be sent with each order that can be used as proof of purchase and filed with your insurance company for reimbursement, if the item is covered.

Payment

  • What method of payment do you accept?
    • We accept Visa, Mastercard, Discover, American Express, and Diners Club.
    • For qualified business accounts only, we may offer payment terms.  If you are interested in learning more about terms for business accounts, please email us at trulamedical@benekeith.com.  

  • If paying by credit card, when will my card be charged?
    • At the time your order is submitted a temporary hold will be placed on your card for the total purchase amount including product purchases, shipping, handling, and applicable taxes.  Once your order is processed the charge may be adjusted if there are any adjustments due to inventory shortages.
  • Do you accept ACH payments?
    • We do accept ACH payments. Please contact us for details trulamedical@benekeith.com.

Orders/Returns

  • Do you have a minimum order requirement?
    • Yes, a minimum order of $150 before shipping and taxes is required for order to be processed. If an order does not meet the minimum order requirement you may be contacted by a Ben E. Keith representative before order can be processed.
  • What happens if there has been a delivery mishap to my order? (Damaged or lost delivery)
  • How long will it take for my order to arrive after order is placed?
    • Your order delivery time depend upon the delivery option you select at order checkout. Options are available for ground and expedited deliveries.  Ground deliveries should arrive within 3-5 business days. Please note temporary delays in shipping may occur if weather or other unknown circumstances beyond our control cause a delay in shipping.
  • Is there a refund policy for me to reference?
    • Yes, please click here to access our returns policy, or scroll to the bottom of this page and click on “Returns Policy”.
  • What is the process if I need to cancel an order?
    • Orders may be cancelled up until 1:00 pm central time on the same business day you submit your order; or by 1:00 pm central next business day for orders submitted on weekends or holidays. If you need to cancel an order, please contact us at 817-759-6890 or trulamedical@benekeith.com.

Shipping

  • What methods of shipping do you offer?
    • You may select one of the following shipping options at checkout: Fedex Ground, Fedex 2 Day, Fedex Standard Overnight, Fedex Priority Overnight, Fedex First Overnight, UPS Ground, UPS 2 Day Air, or UPS 3 Day Select.
  • How do I check the status of my order?
  • Once your order has processed and shipped, you will receive an email stating the order is on the way. The email will include an option with shipping information to track your package(s).