Our Approach

Total Mobility Solutions (TMS) operates as a B2B healthcare and medical sourcing, logistics, fulfillment coordination, and backend order support platform serving authorized healthcare sales partners, independent sales representatives, sales organizations, medical businesses, and strategic purchasing partners across the United States.

TMS partners with a national network of healthcare and medical manufacturers, distributors, and supplier partners to provide access to a broad catalog of healthcare and medical products. 

TMS operates B2B only. TMS does not provide direct-to-consumer services, insurance billing, home installation, in-home setup, residential clinical support, patient fitting, or consumer-facing service visits. TMS may work with other dealers, distributors, providers, or other businesses that serve end-users; however, TMS’s role is limited to sourcing, supplier coordination, logistics support, fulfillment coordination, backend customer support, and applicable FDA recall/order record support.

Many products available through TMS ship directly from the manufacturer, distributor, or supplier fulfillment locations. Because products may ship from multiple fulfillment points, shipping costs, freight charges, delivery timetables, and accessorial requirements may vary based on supplier origin, shipment configuration, product availability, carrier requirements, destination, and final order details.

Orders submitted through the TMS Ordering Portal are subject to backend review, logistics confirmation, and fulfillment authorization prior to final order placement.

Minimum Order Requirement

Orders submitted through the TMS Partner Portal must meet a minimum order value of $500 before processing.

TMS reserves the right to reject, cancel, or defer order submissions that do not meet minimum order requirements.

TMS may establish different minimums for specific suppliers, product categories, freight-sensitive items, custom orders, partner agreements, or contract-based purchasing agreements. 

Order Authorization

By submitting an order, purchase order, or quote request to TMS, the purchasing facility or authorized account represents that: 

• The order is for a legitimate healthcare, medical, dealer, distributor, facility, or approved commercial or institutional purchasing account.
• Items may NOT be resold on Amazon Marketplace, eBay, or other third-party online retailers that are not legitimate healthcare or medical retailers.
• The order meets TMS minimum order requirements.
• The individual submitting the request possesses full corporate authority to place the order on behalf of the purchasing facility.
• Any special delivery or receiving site requirements (e.g., dock availability, liftgate needs) have been disclosed prior to order placement.  

TMS reserves the right to reject or delay any order submission that does not comply with TMS policies, supplier restrictions, order minimums, payment requirements, or operational guidelines. 

Payment Processing

For orders paid via credit card, commercial payment card, or electronic payment processing, standard merchant processing interchange surcharges and collection fees are passed through at cost and included in the total invoice value.

For accounts approved for custom net payment terms, a strict 5-calendar-day grace period applies after the invoice due date. Unpaid balances remaining on the 6th day accrue late interest at 1.5% per month (18% per annum), or the maximum rate permitted by law. Accounts maintaining unpaid balances exceeding 15 calendar days past due are subject to immediate order fulfillment holds and credit privilege suspension.

Shipping Methods

Orders may ship using:

• Standard parcel carriers
• Regional carriers
• National freight carriers
• LTL freight carriers
• Manufacturer-direct shipping
• Distributor- and/or supplier-direct shipping
• Specialized medical freight providers where applicable

Large equipment, bulk shipments, and shipments exceeding 150 lbs generally ship via freight carriers.

TMS determines or confirms the appropriate shipping method based on product type, supplier origin, destination, carrier requirements, and customer delivery needs.

Carrier Accessorial Charges

Additional carrier accessorial charges may apply depending on delivery requirements. 

These may include, but are not limited to:

• Liftgate delivery
• Inside delivery
• Limited access delivery
• Delivery appointment or advance notification
• Residential zoning delivery
• Redelivery
• Driver assist
• Sorting and segregating
• After-hours delivery
• Weekend delivery
• Hazmat handling
• Special handling fees

Pre-notified destination accessorial services requested upfront (e.g., liftgate, inside delivery, appointment notification) are included in the order quote. If a receiving facility fails to disclose required accessorial services prior to order processing, and the carrier subsequently executes unquoted services to complete delivery, all carrier-assessed fees will be passed through at 100% actual carrier cost, plus an Unquoted Accessorial Processing Fee of 15% of the accessorial charge or $50.00, whichever is greater, to cover administrative re-invoicing and processing. 

Lead Times & Product Availability

Lead times provided through TMS are estimates based on current supplier, manufacturer, distributor, and carrier information.

Lead times may vary due to:

• Supplier inventory fluctuations
• Manufacturer processing timelines
• Distributor stock levels
• Warehouse allocation changes
• Product configuration requirements
• Freight carrier delays
• Weather events
• Supply chain disruptions
• Backorders
• Discontinued products
• Substitution availability

Most stocked products typically ship within 1-4 business days depending on supplier processing schedules and shipping origin.

Specialty equipment, capital equipment, configured products, custom items, or manufacturer-direct products may require additional processing time.

TMS will provide updated fulfillment information whenever possible if significant delays occur.

Standard Ship Days

Certain supplier or distributor partners may operate on fixed shipping schedules, including standard weekly ship days.

Where applicable, orders may be subject to supplier-specific ship days, including Friday shipment schedules.

Standard ship days may affect order timing, fulfillment deadlines, and delivery estimates.

TMS will communicate supplier-specific shipping constraints where relevant to the order. 

Product Integrity, Sample Control, and Storage Prohibitions

To maintain compliance with FDA record retention guidelines, regulatory requirements, shipment traceability, and strict manufacturer environmental control protocols, any and all supplies routed through the TMS network must remain in their original, factory-sealed, bulk manufacturer packaging at all times. 

Purchasing facilities and accounts may not break bulk cases or unseal manufacturer packaging prior to end-use. Clinical product samples and equipment trials must be processed strictly manufacturer- or supplier-direct or as full-case transactions integrated directly with the TMS database workflow to preserve channel consistency and product safety. 

Freight Deliveries

Freight deliveries are typically made to the curb, receiving area, or loading dock unless additional delivery services are requested and approved. 

Purchasing facilities, customers, or receiving organizations are responsible for ensuring that appropriate personnel, equipment, and receiving availability are present at the delivery location.

Failure to have appropriate receiving capabilities may result in additional carrier charges, failed delivery attempts, redelivery charges, storage fees, or return freight costs.

Delivery Inspection

Shipments should be inspected immediately upon delivery. 

Visible damage should be noted on the carrier delivery receipt before signing. 

Signing a delivery receipt without noting visible damage may limit the ability to file a freight damage claim. 

Damages, shortages, or shipment discrepancies must be reported to TMS within 24 hours of delivery. 

Photographs of damaged packaging, pallets, labels, and products may be required to support freight claims, supplier claims, or replacement requests.

Refused Deliveries

Purchasing facilities, customers, or receiving organizations are responsible for ensuring that deliveries can be accepted at the approved delivery location.

Refused deliveries, failed delivery attempts, unavailable receiving personnel, incorrect delivery addresses, or refusal unrelated to freight damage or supplier error may result in:

• Additional freight charges
• Return freight charges
• Redelivery charges
• Storage fees
• Restocking fees
• Supplier penalties
• Carrier penalties

Refused deliveries unrelated to shipping damage or supplier error will be treated as customer returns and are subject to applicable return policies. 

Returns & Return Goods Authorization

Returns require prior approval before merchandise may be returned.

An authorized Return Goods Authorization (RGA) number or equivalent supplier authorization may be required before products are accepted for return.

Returns received without prior authorization may be refused.

Returned merchandise must:

• Remain in original packaging
• Be unopened where applicable
• Be in resalable condition
• Be free from labels, markings, damages, or alterations preventing resale
• Be returned within approved supplier return windows

Return eligibility is determined by manufacturer, distributor, or supplier policies.

Restocking Fees

Approved returns may be subject to restocking fees of up to 35%, depending on manufacturer, distributor, or supplier requirements.

Shipping charges, freight charges, carrier accessorial fees, and Facility Logistics & Order Support fees are non-refundable.

Restocking fees may be waived for products that arrive damaged or defective and require replacement, subject to supplier approval.

Non-Returnable Items

Certain products are not eligible for return, including but not limited to:

• Special-order products
• Manufacturer direct-ship items
• Custom-configured equipment
• Opened hygiene products
• Opened patient-contact products
• Sterile products where packaging has been opened or compromised
• Products marked non-returnable
• Products returned outside approved authorization windows
• Products damaged after delivery
• Products with altered packaging, labels, or markings
• Products restricted by manufacturer or supplier policy

Product Substitutions

When exact products are unavailable, discontinued, backordered, or otherwise delayed, TMS may identify potential substitute products where appropriate.

Substitutions are not processed without approval from the authorized sales partner, purchasing facility, customer, or approved account representative unless substitution authority has been granted in writing.

Product substitutions may affect pricing, lead times, shipping requirements, and compatibility.

Pricing Errors & Supplier Updates

Catalog and quoted pricing reflects current supplier, manufacturer, distributor, and logistics costs at the time of quotation. TMS makes every reasonable effort to maintain accurate catalog pricing; however, market-driven updates, manufacturer cost increases, and data errors may occur. 

TMS reserves the absolute right to correct pricing errors, update quotes, or require revised approval before fulfillment if an unannounced manufacturer or supplier cost shift has occurred prior to order processing. 

Orders affected by cost shifts or data errors will be held to protect transaction integrity until verified and approved by the purchasing account. 

Taxes

Applicable taxes may vary based on customer location, supplier requirements, exemption documentation, resale documentation, nexus, product category, and applicable law.

Purchasing organizations are responsible for providing valid resale certificates, exemption certificates, or other tax documentation where applicable.

TMS reserves the right to collect, pass through, or adjust applicable taxes as required.

Warranties

Product warranties are provided by the applicable manufacturer unless otherwise stated in writing.

TMS does not create, modify, expand, or independently guarantee manufacturer warranty coverage.

Warranty eligibility, repair, replacement, service requirements, and claim approval are determined by the manufacturer.

Policies

TMS reserves the right to update these policies at any time based on operational needs, supplier requirements, carrier policies, compliance requirements, partner structures, pricing changes, or business model updates.

Continued use of the TMS Partner Portal, catalog materials, sourcing services, or order workflow after policy updates constitutes acceptance of the updated policies.