FAQ

Common Questions

Questions about Orders Placed

Where can I view/track my orders?

PPM Fulfillment has numerous integration methods that may allow this data to be passed back into your system. Additionally, you can access our Order Management System (OMS) 24/7 to find your order information, tracking information and Proof of Delivery documents.

I received an email about an Invalid Address/Order Issue, how do I correct this?

Simply access our Order Management System (OMS) and click on the Address Correction tab. From there you will see a list of impacted orders and clicking on one will show you what item needs to be addressed and where available a suggested solution.

I am looking for an order older than 90 days, how do I look that up?

Simply change the search date criteria in the Order Management System (OMS) to the date or date range you need.

How can I edit/cancel an order that I have already sent to PPM?

Because PPM Fulfillment processes orders as quickly as we can, and in some cases within minutes of submission, we recommend you contact our customer service team at 502-426-8750 or cs@ppmfulfillment.com with your desired changes.

Do we get a delivery confirmation?

Yes, we assure you will receive delivery confirmations on all packages shipped. Signature Confirmation is also available for an additional cost.

Questions about Shipping and Tracking

Where is your warehouse located?

Our warehouse is located at 3703 Collins Lane, Louisville, KY 40245.

What is your average delivery time?

Standard package transit times are 3-5 business days. However, as a full-service logistics provider PPM Fulfillment can arrange for any delivery times you need.

Do we get a delivery confirmation?

Yes, we assure you will receive delivery confirmations on all packages shipped. Signature Confirmation is also available for an additional cost.

What is the turnaround time for shipments?

Our standard service calls for orders to be shipped within one business day of receipt, provided the order is placed before 3:00 PM ET. However, whether you need orders shipped within days or hours, PPM Fulfillment can accommodate the services you need.

Who does PPM use to ship packages? How can I expedite packages?

We use multiple small package carriers for standard orders and FedEx for expedited deliveries. Orders can be expedited by choosing the appropriate shipping method in your integration or by contacting our customer service team at 502-426-8750 or cs@ppmfulfillment.com with your desired shipping method.

Will PPM validate ship to addresses to ensure accuracy?

Yes, every order that is sent to PPM will require an address validation. Customers can edit and correct addresses at any time using our online Order Management System (OMS). This process eliminates numerous miss shipments or non-deliverable packages saving you money and time.

Questions about Product Packing and Returns

Are there Packing Lists included?

Yes, all packages will be shipped with a packing list indicating your name, logo, and your contact information if there are questions from your patient.

How is the product packaged?

PPM uses new packaging materials. We will use our expertise in determining the best package material unless otherwise directed by you.

What if a product (shipment) is lost or damaged?

Packages are insured up to a maximum of $100 or actual replacement value if less than $100. Additional insurance can be obtained for an additional fee.

What security measures are in place?

The warehouse itself is protected by a monitored alarm system and a sprinkler system. Our warehouse management system utilizes high-level security features including 128-bit VeriSign SSL Certification and 1024-bit RSA public keys. These security features are similar to what you would find in most bank networking and computer systems and US Military Defense Contractor’s networking and computer systems.

Are the products insured in the warehouse?

Yes, we carry insurance on the goods within our warehouse. PPM regularly evaluates our insurance coverage limits to ensure adequate coverage is in place at all times.

Should I place your warehouse on my insurance?

It is not necessary; however, it can be done. The decision to do so would be solely at the discretion of the customer and whether they carry “off-site” insurance. Since we insure all products in our warehouse any claims would be made against our insurance. Many companies do carry off-site insurance which could provide additional protection in the event of a loss.

Will PPM validate ship to addresses to ensure accuracy?

Yes, every order that is sent to PPM will require an address validation. If it fails it will be placed in an Address Corrections tab on our Order Management System and each morning there is an email sent detailing what orders are currently holding for address corrections. Customers can edit and correct addresses at any time. This process eliminates numerous miss shipments or non-deliverable packages saving you money and time.

Whose return address appears on the package?

Return addresses can be handled one of two ways. If you want to have PPM handle undeliverable packages we can place our return address on the package. It would read: “Your Company Name” and 3703 Collins Lane, Louisville, KY 40245. We can also place your return address on the label so undeliverable packages can be returned to your location. There are fees for PPM handling returns which can be discussed with your sales associate or account representative.

Questions about Billing

How often are PPM Invoices sent out?

PPM Fulfillment invoices twice a month.

Does PPM accept credit cards for payment?

 Yes, though we do charge a 3% convenience fee.

Can I add/remove anyone to the PPM Invoice distribution list for my company?

Yes, simply email billing@ppmfulfillment.com with any changes.

Does PPM offer ACH transactions for payment?

Yes, we encourage customers to take advantage of our ACH process to pay bills.  We will simply pull the funds on your invoice due date with no hassle.  You can also push funds to our banking accounts if that is more desirable.  Please contact billing@ppmfulfillment.com for more information.

Questions about Medical Supply Drop Shipping

How does shipping from consignment inventory work?

Supplier inventory in PPM Fulfillment’s warehouse is patterned by the usage of our customers. When a customer places an order with PPM, and they do not have any of the items in their inventory, then PPM will pull items from the Vendor stock to fulfill the order.

Who are your current consignment supplier partners?

Click HERE for a current list of our vendors.

Are there any startup fees?

No, there are no startup fees.

Can you integrate with our Billing Software?

In most cases, we can. We currently have integrations with Brightree and TIMS Software.  Both systems automatically pass orders to PPM and receive tracking numbers back into their systems.  It is fully automated.  If you do not have either system then a simple rule to go by is if your billing software allows for exporting of files, we can normally integrate to provide a seamless transfer of patient orders. Click HERE for our current Billing Software integrations.

Are there any Call Centers you have integrations with?

Yes, we are integrated with ResMed Resupply, Brightree Connect (via Brightree integration), medSage, CMB Solutions, S3 (Sleep Solutions & Services) and iAssist. Click HERE for a list of our current Call Center integration.

Do you buy or sell inventory?

No, we have inventory on a consignment basis from many manufacturing companies. Please click HERE for a complete list of participating manufacturers.

What is the setup process and how long does it take?

Once an agreement has been executed the setup process generally takes about one (1) week. Orders received during this time can be stored for fulfillment and will be processed once all setup information is received and approved. If we need to perform integration with your software, it is usually performed in one to two weeks depending on the level of cooperation between your software provider, your IT department, and PPM.

How do we get invoiced by the manufacturer for products that we have PPM ship?

PPM will distribute a usage report to the manufacturers weekly. Manufacturing companies will then bill you at your already established pricing with the company. PPM will not be involved in your product pricing or terms.

Can you supply our branches with goods?

Absolutely we can. Orders will be pulled from manufacturer’s inventory and PPM will ship to the branches in limited quantities. Just communicate with us prior to allow us to validate inventory levels.

Will you carry our inventory if we utilize a manufacturing company that is not part of your consigned inventory?

Yes, we can store and ship your inventory if we don’t carry a particular product. We will also store and ship excess inventory of yours that we also carry on consignment.

How do I set up another vendor to access in the PPM warehouse?

Simply provide PPM Fulfillment the vendor account number by emailing cs@ppmfulfillment.com and we will do the work from there to get them added. 

Questions about our Facility

Where is your warehouse located?

PPM Fulfillment is located at 3703 Collins Lane, Louisville, KY 40245.

What security measures are in place?

The warehouse itself is protected by a monitored alarm system and a sprinkler system. Our warehouse management system utilizes high-level security features including 128-bit  Order Management system SSL Certification and 1024-bit RSA public keys. These security features are similar to what you would find in most bank networking and computer systems and US Military Defense Contractor’s networking and computer systems.

Are the products insured in the warehouse?

PPM Fulfillment has over $8M worth of personal property of others coverage.

Should I place your warehouse on my insurance – same as above.

It is not necessary; however, it can be done. The decision to do so would be solely at the discretion of the customer and possibly based on whether they carry “off-site” insurance or not. Since we typically insure all products in our warehouse any claims would be made against our insurance first. Many companies do carry off-site insurance which could provide additional protection in the event of a loss. We would encourage you to discuss this subject with your insurance provider if you intend on carrying significant amounts of inventory at our warehouses.

Have questions or want to learn more about PPM Fulfillment solutions?