Where is my order?
Visit Track My Order page to check your order status. In-stock items generally ship within 1-2 business days after your order has been placed. If there are delays with your order, i.e, out-of-stock, non-stock, or manufacturer-back-ordered products, we will notify you with new updates as they are received. For any other questions about your order, feel free to email our Support Team at support@bttnusa.com.
How long will it take for my product to ship?
Products that are in stock can sometimes ship on the same day, but most will ship within 2-3 days of ordering. Non-stock products usually ship within 5-21 days.
How do I cancel my order?
If your order has not already shipped, cancellations can be made the same day the order is placed. For more information on cancellations, please review our cancellation policy page.
How do I return my product?
If you would like to return a product, refer to our return policy page for more information pertaining to accepted items and the proceeding steps.
What happens if my product is damaged?
If your product is damaged, please contact support@bttnusa.com within 72 hours with a picture of the damage. Any additional questions can be answered on the return policy page.
What if my product is lost?
bttn is not responsible for any lost or stolen products. For any additional questions, please refer to our refund policy page.
What if I received the wrong product?
If you received the wrong product, contact support@bttnusa.com with your order number, photos of the product, and a brief description of which product is incorrect. For more information, please refer to refund policy page.
Why was my card charged before my product shipped?
At the time of purchase, a hold is placed on your card or form of payment for 7 days, until our system automatically captures payments. Our goal is to get your medical products shipped to you as fast as possible, but backorders and supply issues can delay the process. Due to this, occasionally orders will be charged prior to their shipment.
What if I’m tax-exempt?
If you qualify as tax-exempt, email support@bttnusa.com with a PDF of your certificate. A member of our team will contact you with additional information to ensure your status is applied to your orders.
How can I pay for my order?
We accept PayPal and Credit Card (AMEX, Visa, Mastercard) payments for consumer and business customers. For business customers looking to pay with Net Terms, we’ve partnered with Balance, B2B eCommerce Payments, to give you payment plan options.
How do I set up payment plans for my order?
Watch this video to learn how to set up payment plans for your order.

If you are a business looking to set up payment plans for your order, we’ve partnered with Balance to bring you Net Term options. During the checkout process, once you reach the ‘Payment’ section, select ‘Choose from available payment terms’ and then press ‘Complete Order’. You will then be transferred to Balance, where you will set up your payment details. After which, you will be redirected back to bttn to complete your checkout.
Does bttn carry any products that aren’t listed on the website?
At bttn, we have access to over 2.5 million medical product SKUs! If there is a product you’re interested in, but cannot find it online, please reach out to our sales team via chat (bottom right of website) or phone (206) 312-2776.
How do I create a bttn account?
To create a bttn account, go to the account registration page, where you will add your name, email, industry information, phone number, and password. Select “Create Account” when all of the boxes are filled out.
What do I need to create a bttn account?
To create a bttn account, you do not need to do anything except follow the steps above.
What benefits do I get for creating a bttn account?
When you create a bttn account, you get access to order tracking, saved payment information, history-based reordering, invoice management, wish-lists, and saved business addresses.
What is the difference between setting up Net Terms payments through Balance and paying by PO with a sales rep?
Qualify for Net Terms - Balance Pay by PO – Sales Rep
Order can be placed directly on bttnusa.com No need to link bank account to qualify for net terms
Customer must link their bank account to Balance to qualify for net terms. Average time to qualify is ~10 seconds Due Upon Receipt – Unavailable (customer must go through the site to pay now)
Once qualified, the customer will receive a credit limit and net terms Opportunity to speak to an expert about your order
Due Upon Receipt – No fee Flexible Payment Timing
Net 15 – No interest Net 15 – No interest
Net 30 – 2% interest on invoice (excludes shipping & taxes) Net 30 – 3% interest on invoice (excludes shipping & taxes)
Net 60 – 5% interest on invoice (excludes shipping & taxes) Net 60 – 6% interest on invoice (excludes shipping & taxes)
Net 90 – 8% interest on invoice (excludes shipping & taxes) Net 90 – 9% interest on invoice (excludes shipping & taxes)
No late fees Late fees – 0.5% fee added to total invoice every month an invoice is outstanding. 5-day grace period
How do I start a subscription?
  1. Click “Subscribe and save” under “one-time” purchase on the product you are purchasing
  2. Select the cadence you would like your subscription to be renewed (7, 14, 30, 60, or 90 days)
  3. Click “Add to cart”
  4. Once everything you need has been added to your cart, select the shopping cart in the top right corner
  5. Click “Checkout”
How to manage your subscriptions if you don’t have a bttn account?
  1. Create a bttn account with your guest checkout email
  2. Login
  3. Find the product you would like to update
  4. Select “Manage subscription”
How to skip your next delivery?
  1. Go to your bttn account
  2. Find the product you would like to update
  3. Select “Manage subscription”
  4. Click “Skip upcoming order”
How to change your subscription delivery day?
  1. Go to your bttn account
  2. Find the product you would like to update
  3. Select “Manage subscription”
  4. Click “Update next delivery date”
How to change your subscription delivery schedule or quantity?
  1. Go to your bttn account
  2. Find the product you would like to update
  3. Select “Manage subscription”
  4. Click “Add product” or “Change delivery frequency”
How to cancel your subscription auto-delivery?
  1. Go to your bttn account
  2. Find the product you would like to update
  3. Select “Manage subscription”
  4. Click “Cancel subscription”
How to change your subscription payment method?
  1. Go to your bttn account
  2. Find the product you would like to update
  3. Select “Manage subscription”
  4. Click “Update payment method”
Why did the price of my item change?
While you will always receive a discount on your subscription products, the individual product prices may change over time. If the cost of your subscription product changes, the new price will be displayed in your subscription renewal review email. Subscriptions can be changed or canceled at any time.