FAQ
FAQ
Got questions? You’re in the right place.
Whether you're ordering for the first time, checking shipping times, or need help choosing the right anatomical model, our Frequently Asked Questions are here to help. We’ve organized answers to the most common questions across topics like ordering, shipping, payments, product support, and more—so you can find what you need fast and get back to what matters most.
How do I place an order online?
1. Add products to your cart
2. Click “Cart” in the upper right corner
3. Proceed to checkout and enter delivery/payment info
Can I cancel or modify an order after it’s submitted?
Modifications: Contact us ASAP. Changes aren’t guaranteed once submitted.
Cancellations: If your order hasn’t shipped, we can cancel it. Shipped orders must go through the return process.
What payment methods are accepted?
We accept all major credit cards, as well as purchase orders from approved institutions.
Why was my payment method declined?
Check with your bank for limits, restrictions, or insufficient funds. If the issue persists, contact our support team for help.
How do I submit a purchase order?
Please refer to our Purchase Order informational page for complete instructions.
What are the requirements for using a PO?
All PO requirements can be found on our Purchase Order informational page.
Where can I download your W-9 form?
You can download it directly via this link: W-9 Form
How do I submit tax-exempt documentation?
For credit card orders, create an account first, then email your tax-exempt certificate.
For PO orders, first-time customers can include their certificate along with their credit application.
How long does it take to process tax-exempt status?
Once we receive your tax-exempt certificate and verify it against your registered email, we can update your account right away.
Where is my order?
You can track your order by logging into your account and viewing your order history. If you received multiple shipping confirmation emails, your order may arrive in multiple packages. Check your packing slip to see which items are included in each shipment.
I didn’t receive all of my items
Some items may ship directly from our vendors. Check your email for backorder or delay notices. If an item is missing and not marked as shipping separately, complete our Missing Item Form.
What if I received a defective or damaged item?
All damage or defect issues must be reported within 7 business days of delivery. Submit your issue and photos using our Damaged or Defective Product Form.
What are my shipping options if I need something quickly?
If you need a guaranteed delivery date, contact our support team before placing your order. We offer expedited shipping services including 3 Day and Standard Overnight. Orders placed before 10:30 AM CST on a business day will ship same-day. Orders placed after the cutoff, or on weekends/holidays, ship the next business day.
Does Anatomy Warehouse offer free shipping?
Yes, we offer FREE Ground Shipping on orders over $100 within the contiguous 48 United States (excludes Wholesale Accounts). Orders under $100 are subject to standard rates or a flat rate of $6.99 for select items. If your qualifying order is reduced below $100 after adjustments, a $12 flat fee may apply.
What counts as "Ground Shipping"?
Ground shipping includes FedEx Ground, FedEx SmartPost, UPS Ground, UPS SurePost, USPS First Class Mail, and USPS Priority Mail. Orders requiring freight are excluded from Free Shipping.
What are the available shipping methods?
We offer Ground, 2 Day, 3 Day, Standard Overnight, and International Economy shipping methods. Most Ground orders arrive in 3–5 business days (contiguous U.S.), and 5–10 business days to Alaska or Hawaii. Processing time for Ground orders is typically 48–72 hours.
Do you ship to PO Boxes or APO/AE addresses?
We do not ship to PO Boxes. APO/AE addresses are discouraged due to high USPS risk. Contact us using the Support Form if alternate arrangements are needed.
What’s the difference between FedEx Ground and FedEx Home Delivery?
FedEx Ground is for commercial/business addresses. FedEx Home Delivery is for residential addresses. Use suite or apartment numbers and your phone number to avoid delays.
How will my items be shipped?
We use FedEx, UPS, USPS, and regional carriers. Anatomical models ship securely boxed; posters ship rolled in tubes unless otherwise noted.
Do you ship internationally?
Yes, we ship worldwide. Submit your full shipping address using the Quote Request Form. Duties, taxes, and brokerage fees are the buyer's responsibility. For more details visit our International Shipping FAQ for full details.
What are the delivery time frames?
Orders typically arrive in 2–10 business days depending on availability and shipping method. Freight shipments may take longer; we’ll notify you if applicable.
Do you ship internationally?
Yes! Anatomy Warehouse proudly ships to customers worldwide. We primarily use FedEx to deliver international orders.
Which countries do you ship to?
We ship to most countries listed in FedEx’s Countries Served PDF. If your country is not listed, we may not be able to ship to you — but we’re happy to explore other options. Contact us to discuss alternatives.
How can I get a shipping quote?
To receive a quote, please fill out our international shipping request form. We’ll provide a formal price proposal that includes delivery charges to your destination.
What if I enter incomplete or incorrect information?
We won’t be able to provide an accurate quote if the information you submit is missing or incorrect. Please double-check your form before submitting.
Are import fees included in your shipping quote?
No. Shipping rates quoted by Anatomy Warehouse do not include import taxes, duties, customs fees, or brokerage charges. These are determined by your country’s government and must be paid directly to the carrier (typically FedEx) at the time of delivery.
What happens if I don’t pay the import fees?
If you do not remit the required fees to the carrier, your order will be returned to the U.S. You’ll be charged a 25% restocking fee, and shipping fees will not be refunded. No returns will be processed without prior authorization.
How long does it take to receive a quote?
Our logistics team processes international shipping requests daily. We’ll respond as quickly as possible with a competitive and accurate shipping rate.
Still have questions?
We’re here to help. Contact us to speak with our team about international shipping options or special requests.
What is your return policy?
We accept returns on most new, unused items in resalable condition. Some exclusions apply, including anatomical charts and medical supply kits. For full details, visit our Returns & Exchanges page.
How do I start a return?
Submit a return request through our Returns & Exchanges page. You'll receive an RMA number and return instructions via email.
Do I need to pay for return shipping?
You may use our prepaid label (return shipping deducted from your refund) or your own carrier. Details are provided during the RMA process. See our Returns page for cost specifics.
Will I receive a refund or store credit?
If your return is approved, you will receive a refund to your original payment method, not store credit. To qualify, you must request a Return Merchandise Authorization (RMA) within 14 days of receiving your order. Returned items must be unopened, unused, and in their original packaging.
Shipping costs are non-refundable unless the item arrived damaged. Returns requested after 14 days may be subject to a 10% restocking fee. Returns are not accepted after 30 days.
Certain items are non-returnable, including anatomical charts, simulation kits containing medical supplies (e.g., syringes, bandages, needles), and instruments used in medical training. For a complete list of non-returnable items, visit our Returns & Exchanges page.
To initiate a return, email us at [email protected] with your order details.
How long does it take to process a return?
Most returns are processed within 7–10 business days of receipt, depending on whether the item was shipped from our warehouse or a vendor partner.
What should I do if my item is damaged or incorrect?
If your item is damaged or incorrect, contact us within 7 business days by using the Damaged or Defective Product Form. Please include photos of the item and packaging.
How quickly can you send a replacement?
Replacements are shipped after the return or damage claim is approved. We do our best to process these promptly.
What does your warranty cover?
Warranty terms vary by product. See the individual product page or contact our support team for specific details.
Do you offer any warranties directly?
Yes. Anatomy Warehouse provides its own warranties for the following brands:
• Axis Scientific Warranty
• Anatomy Lab Warranty
• Rudiger Anatomie Warranty
You can use the links above to view terms or initiate a claim directly.
How do I file a warranty claim?
Use our Warranty Portal to submit your claim. If you need help, email us at [email protected].
Where can I access the warranty portal?
Visit our dedicated warranty submission page here: Warranty Portal.
Where can I download product manuals?
Manuals for Axis products are available in the Axis Scientific Product Manual Library. You can also check individual product pages or contact our support team if you need assistance.
What if my product doesn’t have a manual online?
Contact our support team and we’ll help you locate or provide one.
Can I request a printed or digital manual?
Yes, most products come with digital manuals. Reach out to support to request a copy if needed.
How do I clean and disinfect my anatomical model?
Use mild soap and water or approved disinfectants. Avoid harsh chemicals that could damage the model.
What cleaning products are safe to use?
Non-abrasive cleaners are best. If unsure, contact support for a recommended list.
How should I store my model?
Store in a cool, dry place away from direct sunlight or extreme heat.
Can I use models in classroom environments?
Absolutely! Our models are designed for educational use.
What makes Anatomy Warehouse different?
Our exceptional customer service. You’ll always speak to a real person when you contact us.
How do I create a customer account?
Register here: Create Account
How do I place my first order?
You can call us, order online, or send a purchase order—whatever’s easiest for you.
How can I tell if an item is backordered?
We’ll notify you by email if an item is backordered. You can also check your order status through your online account.
How accurate are the estimated ship dates?
We aim to provide the best ETAs possible. If anything changes, you’ll receive an update from us.
What does 'More On The Way' mean?
This means the product is currently out of stock but is on order from the manufacturer. You can still purchase it now to reserve your spot in line.
What does 'Typically Ships in 2–3 Days' mean?
The item is in stock and usually ships from our warehouse or the manufacturer within 2–3 business days.
What does 'In Stock — Ships in 3–7 Days' mean?
In stock items ship within 3–7 business days. Contact us if you need a guaranteed delivery date.
How will I know if a product is backordered?
You will see messaging on the product page or be notified after purchase if an item is delayed.
Why do estimated shipping times vary?
Some products ship directly from manufacturers or third-party vendors. Transit and processing times vary by vendor.
How can I find the most accurate shipping estimate?
If you need a guaranteed delivery date, contact our support team before placing your order.
What are your standard processing and shipping times?
If items are in stock, we process within 24–48 hours. Shipping typically takes 7–10 business days.
Do you offer expedited or overnight shipping?
Yes, we offer Overnight, 2-Day, and 3-Day shipping options for an additional fee. Orders placed before 10:30 AM CST on a business day are typically shipped same day. Orders placed after 10:30 AM CST, on weekends, or on holidays will ship the next business day.
If I need something quickly, what are my options?
We offer 3 Day and Standard Overnight shipping. These are business-day services only and do not include weekends or holidays.
Which carriers do you use?
We primarily use FedEx and USPS, but may partner with UPS or regional carriers depending on your order.
What is the difference between FedEx Ground and FedEx Home Delivery?
FedEx Ground is for commercial addresses and requires a company name and suite info. FedEx Home Delivery is for residential addresses—include apartment numbers and a phone number so FedEx can reach you.
Do you ship to international addresses?
Yes, we ship worldwide. To request a quote, use this form or email [email protected]. International customers are responsible for all duties and taxes.
How long does international shipping take?
Typically 10–14 business days, depending on customs clearance in your country.
Do you ship to PO Boxes or APO/AE addresses?
We do not ship to PO Boxes. We try to limit APO/AE shipments due to increased risk. Contact [email protected] if you have no physical address.
How will my anatomy model or anatomical chart be shipped?
Anatomical models are carefully boxed for safe travel. Posters are rolled in tubes unless large volume requires flat shipping.
How do I get free shipping?
Orders over $100 qualify for Free Ground Shipping to the contiguous U.S. Only standard-sized items qualify. Freight items are excluded and will be quoted separately.
Where can I get a promotion code?
We regularly feature exclusive promotions, flash sales, and bundle offers on anatomical models and teaching tools. The best way to stay in the loop is by subscribing to our email newsletter during checkout or via our homepage. Newsletter subscribers receive access to limited-time promo codes and product launches.
Do you have a page that lists all current sales or promotions?
Yes! You can view all current discounted items on our dedicated Sales page here: View Sale Items. This page is updated frequently and includes deals on anatomical models, charts, dissection kits, and more.
Do you offer volume or group-buy discounts?
Yes, we do! If you're ordering for a classroom, institution, or group, you can request special pricing by using our Quote Request Form. We’ll create a custom discount or bundle tailored to your needs.
What is the difference between chart formats?
We offer charts in three main formats:
Laminated: Flexible with metal eyelets, ideal for wall hanging; markable with dry-erase markers.
3D Raised Relief: Durable molded plastic with texture and form you can feel; includes a hanging hole.
Styrene: Rigid plastic, UV-coated and latex-free; perfect for heavy classroom or clinical use.
Which skeleton is right for me?
We carry a range of skeletons—from budget-friendly to clinical-grade—suitable for students, healthcare professionals, and educators. One of our best-selling options for students is the Axis Scientific Classic Skeleton with Study Guide. Each product page includes detailed specs, reviews, and manuals to help you compare features.
Where can I get a catalog?
We currently offer our full catalog online only. Visit anatomywarehouse.com for the most up-to-date product listings. You can browse by category, use the search bar, or filter by educational level, brand, or use case.
Do I need an account to order from Anatomy Warehouse?
No account is required to place an order. When you complete a purchase, an account is automatically created using your contact and shipping information so you can easily reorder or view your order history later.
How do I create a customer account?
You can manually register for an account by visiting our Create Account page. It’s free and gives you access to order tracking, saved addresses, and faster checkout.
How do I place my first order?
You can order online, submit a Purchase Order using our Purchase Order Instructions, or contact our team for assistance.
How can my school or organization be billed for products?
We accept Purchase Orders and check payments from approved institutions. Visit our Purchase Orders page for details. Net 30 terms are available based on credit approval.
How can I tell if an item is backordered?
If any item in your order is backordered, we’ll notify you via email with an updated ETA. You can also check your order status anytime by logging into your account.
How accurate are your estimated ship dates?
We aim to provide the most accurate shipping estimates possible based on current inventory and vendor timelines. If anything changes, you’ll receive an update from us.
How do I update my account information?
Once logged in, you can update your shipping address and view past orders in your account dashboard. If you have trouble accessing your account or need assistance updating information, use our Contact Form.
How secure is my information when I shop on Anatomy Warehouse?
Very secure. All pages and transactions on our site are protected by SSL encryption. We also use advanced fraud detection and secure credit card processing.
What is your privacy policy?
We take privacy seriously. You can read the full policy here: Privacy Policy
Do you sell or share my personal data?
No. We do not sell or share your personal information with third parties. Your data is used only to process orders, support customers, and improve your shopping experience.
Is my payment information stored?
No. Anatomy Warehouse does not store credit card numbers. All payments are processed securely through PCI-compliant providers.
What do you use my information for?
We use your information to fulfill orders, offer support, send updates (only if you opt in), and improve site usability. For more detail, see our Privacy Policy
Can I browse the site without creating an account?
Yes. You don’t need an account to browse or even place an order. If you do create an account, you’ll be able to track orders and manage quotes more easily.
How do I update my personal or account information?
Login to your account and go to “Account Settings.” If you need help, reach out through our Contact Form
What happens if I forget my password?
Use the “Forgot Password” link on the login page. You’ll receive an email with a secure reset link.