DeRoyal.com Customer Support FAQs
General FAQs
What are DeRoyal's Customer Support Hours?
DeRoyal Customer Support Representatives are available to take your call at 1-800-251-9864 from 8 am to 6 pm EST, Monday through Friday. Our Fax Line (1-800-543-2182) is available 24 hours a day, 7 days a week, as is our online Customer Support Request form.
How can I order direct with DeRoyal?
There are four ways to order directly with DeRoyal:
1. Online Ordering: DeRoyal Order Connection (DOC)
The DeRoyal Order Connection (DOC) was designed with the customer in mind. With DOC all your re-orders can be placed online.
DOC also tracks all open orders and allows you to see a complete history of past orders. All orders will ship regular ground
the following day depending on availability. All direct orders will receive an email order acknowledgment.
To learn more about the DeRoyal Order Connection, including how to sign up, please visit our DeRoyal Web Tools information page.
All email orders will be entered M-F 8:00am-5:00pm EST. Rush email orders entered before 3:15pm EST will ship the same
day and ground orders will ship the following day depending on product availability. All email orders will receive an email
confirmation and shipping confirmation.
3. Fax Line: 800-543-2182
All fax orders will be entered M-F 8:00am-5:00pm EST. Rush fax orders entered before 3:15pm EST. will ship the same
day and ground orders will ship the following day depending on product availability. All fax orders will receive an email
confirmation and shipping confirmation if an email is provided on the fax. All other faxes will receive a fax confirmation.
4. EDI: Electronic Data Interface
DeRoyal’s preferred EDI provider is GHX (Global Healthcare Exchange). All EDI orders will ship the following day unless
the account has a scheduled weekly truck delivery. If you are interested in placing your orders via EDI, please contact your
GHX sales rep at 800.968.7449.
Who do I contact concerning Credit Services and Billing questions?
Please direct all Credit Services and Billing questions to:
- Phone: 800-231-1901
- Fax: 865.362.1052
- Payments: DeRoyal, P.O. Box 1052, Powell, TN 37849
What are DeRoyal's freight terms?
Our freight terms are as follows:
- All orders $1000 or more receive free ground shipping
- We ship UPS Next Day Air, 2nd day, 3rd Day, and Standard UPS Ground
- Other freight transport services are available