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Online Ordering System FAQs

At Halyard Health, our goal is to provide the most effective and efficient online ordering system for our customers 24/7. The following FAQs are provided below to offer answers to questions regarding our system. For questions not addressed in the FAQs, please contact HalyardCustomerPortal@hyh.com.

Customer Service

Q: Who can I contact for Customer Portal assistance?

A: For assistance with your Portal account, please contact HalyardCustomerPortal@hyh.com. For password resets, please see the instructions in this FAQ list.


Q: Who can I contact for order assistance?

A: Customer Service is available at 1-844-425-9273 (1-844-HALYARD), select Option 1 then select Option 1 again. For questions or changes related to Acute Pain product orders such as ON-Q pain relief system, needles, kits, trays and IV infusion solutions, dial 1-800-448-3569.


Q: What are Halyard’s Business hours?

A: Business hours are 8:30 AM – 7:00 PM Eastern Time, Monday through Friday. Halyard observes major national holidays as non-business days.


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Logging In, Changing Password or Forgotten Password

Q: What if I am having issues logging in to the system?

A: Some key watch outs if you experience this issue:

     a. Make sure there are no spaces before and after your User ID and password (the system recognizes blank spaces as characters)
     b. Passwords are case sensitive; make sure you do not have your caps lock on
     c. Close completely out of your browser window before retrying when having an issue
     d. Clear Cache to clear browser memory. For step-by-step instructions, visit the educational links below:
          - To clear cache in IE https://kb.wisc.edu/page.php?id=24629
          - To clear cache in Chrome https://kb.wisc.edu/page.php?id=15141


Q: What should I do if I’ve forgotten my password and cannot enter the system or need to reset it?

A: Click Here to reset your password. Be sure to use the email address with which you are registered, and follow our Password Policy to create your new password. You can always access this link from our main Halyard Health website by going to the Customer Portal tab at www.halyardhealth.com/solutions/customer-portal.aspx

For additional questions or assistance with password changes or resets, contact HalyardCustomerPortal@hyh.com


Q: How do I change my password and what is your password policy?

A: You can change your current password at any time within your Customer Portal account under your Site Administration tab. Be sure to follow our Password Policy (below).

Halyard Customer Portal Password Policy
1. Password cannot be the same as any of your previous six (6) passwords.
2. Password must be at least ten (10) characters long.
3. Password cannot contain your name.
4. Passwords must contain at least three (3) of the following:
     a. Upper case letter (A, B, C, ... Z)
     b. Lower case letter (a, b, c, ... z)
     c. Number (0, 1, 2, ... 9)
     d. Non-alphanumeric (!, @, #, $, %, ... *)


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Placing Orders

Q: What if I need to place orders for multiple Sold-To accounts?

A: If a Customer Portal User has multiple Sold-To accounts listed under their profile, the User is prompted to select the appropriate Sold-To for the current shopping experience. This prompt appears in a grey box prior to entering the Shopping screen. Should the User decide to change Sold-To accounts, there is an edit button above the Shopping Cart icon. The selection of a Sold-To triggers a refresh of the data for account-specific pricing and Recently Ordered Products to appear in the Shopping screen. The Shopping Cart will retain all items input by the user, regardless of change of Sold To, but the order will now be for the newly selected Sold To.


Q: I want to order for another one of my Sold-To locations but it doesn't display in the dropdown selection for my account on the ORDER screen. What do I do?

A: Please send an email request to Customer Portal at: HalyardCustomerPortal@hyh.com to set up additional Sold-To accounts to your profile.

Note about Shipping to other accounts: When an account has more than one Sold-To or Ship-To associated with their account, the SHIPPING INFORMATION screen will show a drop down menu for a user to select where they want to ship their order. All shipping location options must be linked to the Sold-To account. To link additional Drop Ship locations to your account, please send an email request to dropshipinfo@hyh.com


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Recently Ordered Products and Product Details

Q: What items will the Recently Ordered Products section display?

A: A listing of all Recently Ordered Products is shown for up to 12 months with a maximum of 100 line items for the User’s selected Sold-To account. In the case of a User having more than one Sold-To account connected to their profile, the Recently Ordered Products list will reflect the Sold-To the User selects prior to beginning to shop.


Q: What quantities are displayed in the Recently Ordered Products list?

A: Quantity automatically defaults to the last quantity ordered for that particular product code. Product codes are not repeated in the list. For product codes appearing in Search Results that have not been previously ordered, the default Quantity is “1”.


Q: How do I find the case (CS) quantity and/or packaging details?

A: Click the product name and it will open a product information box with a product description and image. Select the Packaging tab for details on packaging, including weight, dimensions, volume, etc.


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Shopping Cart

Q: Will I lose items in my Shopping Cart if I leave the system or it times out?

A: Items placed in your Cart will remain until purchased or deleted. If for some reason your system times out or you need to visit a different Customer Portal tab, your items are saved. This feature allows the user to build an order and then submit at their convenience.


Q: Is the Shopping Cart specific to a Sold-To or a User?

A: The Shopping Cart is user-specific. The user builds ‘their’ shopping cart and then can submit the items for the selected Sold-To. If the user leaves items in a cart, then when they return to the system, the items remain in the cart, even if a different Sold-To is selected. Therefore, if you are shopping for multiple Sold-Tos, be sure to review your cart.


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Shipping Information

Q: Ground Shipping Expectations

A: When choosing Halyard’s Ground shipping method, the order is shipped out within 24 hours, provided the order is under 150 lbs., is placed prior to the 3:00 PM Eastern Time cutoff and inventory is available. Customers can expect their order to arrive within approximately 7 business days.


Q: Next Day, 2nd Day or 3rd Day Shipping Expectations

A: When choosing other Rush methods (Next Day, 2nd Day, 3rd Day), the order ships the same day provided the order is under 150 lbs., is placed prior to the 3:00 PM Eastern Time cutoff and inventory is available. It should arrive based on the shipping method selection.

Rush orders placed before 3:00 PM Eastern Time will ship same day provided items are in-stock. For Rush Orders placed during business hours where an item is not available, customers will be notified by the Customer Service Team the same day. For Rush Orders placed after business hours when an item is not available, the customer will be contacted by Noon Eastern Time the following business day. Business hours are 8:30 AM – 7:00 PM Eastern Time.


Q: Why are items from my order not arriving at the same time?

A: There are a couple of reasons that items from the same order may arrive at different times. Examples include:

1. Some of the items ordered are on backorder. When this occurs, the items in stock are shipped prior to the backordered items. When the backordered items become available, they ship.
2. Items shipped from different Distribution Centers (DC).
3. The items were shipped from the same DC but in separate over-pack boxes. The boxes shipped at the same time, but were split up by the carrier during transportation causing different delivery dates.
4. Other possibilities exist and occur on a less frequent basis.

Shipment status for an order can be checked 24/7 by going to the Transaction Center of Customer Portal and searching various ways, including by Purchase Order or Halyard Order Reference Number. Customers can also contact the Customer Service Team.


Q: What is the order cut-off time and limitations of a Rush order?

A: Rush orders must be placed before 3:00 PM Eastern Time in order to ship same day.*
Rush Air orders may not exceed 150 lbs.
Rush Ground orders may not exceed 400 lbs.
International Air Package (AP) is for International Export Accounts only and weight must be under 100 pounds.
International Air Freight (AF) is for International Export Accounts only and is for weight 100 pounds and over.

*Expected Shipping Date is based on product availability and account credit status at the time of order submission and does not apply to Made-To-Order or Custom products. NOTE: online orders submitted for products on inventory allocation or on backorder will be processed then shipping status will be updated in Customer Portal and in order status emails as information becomes available for these items.

Rush orders placed before 3:00 PM Eastern Time will ship same day provided items are in-stock. For Rush Orders placed during business hours where an item is not available, customers will be notified by the Customer Service Team the same day. For Rush Orders placed after business hours when an item is not available, the customer will be contacted by Noon Eastern Time the following business day. Business hours are 8:30 AM – 7:00 PM Eastern Time.


Q: Can I select Shipping Method by line item?

A: Customers can select one shipping method per order; line items cannot be singled out for alternate Shipping Methods. If there is a need to ship items by different methods, then a separate order must be placed.


Q: Can I drop ship my order?

A: Yes. A user can set up their account with multiple locations that are associated with their Sold-To account. Email dropshipinfo@hyh.com to add Ship-To locations not found on the drop down menu on your Shipping screen. Allow 2-5 business days for linking the accounts.

Note that when a different shipping address is selected, the user will be prompted to add a PO reference number for the Ship-To. If the PO number is the same, they can simply check the box.


Q: Can I enter shipping comments for my shipping label?

A: Customers can add shipping-related comments and instructions in the Attention field found on the Shipping Information screen. The comments will display on the shipping document and the acknowledgement email. These comments will not override hard-coded instructions already in the system.


Q: Can I find out how much my shipping cost will be before I place my order?

A: The Shipping Information screen provides an Estimated Shipping Cost based on Shipping Method selected and Total Weight. Actual costs will depend on terms and conditions and any other shipping agreements in place. The estimator tool is simply an estimator for shipping.

Estimated Shipping Cost information can be found on the right side of the Shipping Information screen under the Shopping Cart column. The blue information button expands to provide current shipping cost per method.

The Shipping Costs below reflects pricing as of June 1, 2016. The chart can also be found on the site by clicking the information button near the estimator tool.

Ship Method and Delivery Timeframe as of June 1, 2016
Orders under 150 lb. ship same day, pending availability.
Cost per Pound Minimum Cost per Shipment*
Ground, Delivery within 7-10 Days $0.60 $9.00
Rush, Next Day Air, 8:30 AM Delivery $17.15 $116.00
Rush, Next Day Air, 10:30 AM Delivery $2.80 $26.00
Rush, 2nd Day Air End of Day Delivery $1.85 $18.00
Rush, 3rd Day Air, End of Day Delivery $1.50 $15.00
Saturday Delivery > Must call in order to Customer Service $3.70 $57.00
AP – International Air Package – Weight under 100 pounds (for International Export Accounts Only) NA NA
AF – International Air Freight – Weight over 100 pounds (for International Export Accounts Only) NA NA
*Actual costs will depend on terms and conditions and shipping agreements in place.


Q: Does my shipping cost change if there is an item on backorder?

A: If an item must be sent separate due to backorder status, the shipping cost will be pro-rated for the items accordingly.

However, if the customer chooses to change the Shipping Method on a backordered item, freight charges may change depending on Shipping Method selected. Any changes to the Shipping Method after an order is placed can only be requested by contacting Customer Service.


Q: Can I track my shipment via Carrier?

A: The carrier tracking number will be provided in a Shipment Acknowledgement email as well as Status Update emails sent for any status changes in an order. Tracking numbers can also be found in the customer’s Transaction Center in Customer Portal.


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Order Submission and Order Status

Q: How do I know my order was submitted?

A: Once a customer enters the Submit Order button, an order acknowledgement screen appears stating, Order has been submitted successfully. This acknowledgement summarizes the order and includes an Order Number. In addition to the on-screen acknowledgement, the customer receives an email confirmation within 10 minutes after submission as well as regular status update emails when the status of the order changes.

Order submission means the order has been received into the system and has an Order Number associated with the submission. (The Order Number should be used to reference the order when calling Customer Service.) As the status of the order progresses, the customer receives status update emails.


Q: How can I check the status of my order?

A: An Order Status email is generated and sent to Customers for each status change. The email identifies Order Status as Open, Partial or Completed.

Open: The order is processing, but no products have been shipped.
Partial: At least one product has been shipped, but not all products have been shipped or cancelled.
Completed: All products have been shipped or cancelled.

Status emails also identify which line items have status changes as well as provide line item details. Examples of line item details include Scheduled to Ship, On Backorder, Cancelled, and Shipped. Tracking numbers are also provided once an item ships.

Customers can check the status of orders 24/7 in the Transaction Center in Customer Portal. In addition to status updates, the Transaction Center also includes final invoices once the order has been completed.


Q: What happens if I have ordered items that are on Backorder?

A: For Rush Orders placed between the hours of 8:30 AM – 3:00 PM Eastern Time where an item is not available, customers will be notified by a Customer Service Team Representative the same day. For Rush Orders placed after these hours, the customer will be contacted by Noon EST the following business day. All other notifications of backorder status will be posted in Customer Portal under the user’s Transaction Tab. If a customer chooses to change the ship method on backorder items, they must contact Customer Service.


Q: Can I track my shipment via Carrier?

A: The carrier tracking number will be provided in a Shipment Acknowledgement email as well as Status Update emails sent for any status changes in an order. Tracking numbers can also be found in the customer’s Transaction Center in Customer Portal.


Q: What if I need to cancel an item in my order or edit an order?

A: Customers should immediately contact Customer Service 1-844-425-9273 (1-844-HALYARD), select Option 1, then Option 1 again to be connected to a Customer Service Team Representative. Please have your Order Acknowledgement email available to reference details.

The stage of order processing will determine if the item can be cancelled or if it will continue processing and be shipped. Customer Service can inform the customer during the call. The status of a cancelled item can be found in the customer’s Transaction Center in Customer Portal.

Generally speaking, the window of time to add, delete or edit the quantity of a line item or to cancel an order depends on the ship method selected. Use the following guidelines:
- Regular Ground: edit within 24 hours
- Ground Rush and All Other Rush Methods: edit within an hour of submission


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Payments and Return Policy

Q: Do you take credit cards online?

A: Online orders by credit card are limited to Government Accounts and Provider* Accounts. (*Restrictions apply to Provider Accounts. Contact Customer Financial Services for more details at ordersettlement.support@hyh.com or 1-844-425-9273 (1-844-HALYARD), Option 2.

Per Halyard's Terms and Conditions, credit card payments are not an option for Distributor, International Export, nor Canadian accounts.


Q: Do I have to pay taxes if I am ordering online?

A: If the customer account is not set up as a 'tax exempt' purchaser, the customer will have to pay appropriate taxes. Contact Customer Service for more information.


Q: What if the product I ordered is not what I thought I was ordering or is defective? What is your return policy?

A: Information is provided below on Shipping Discrepancies and Return Goods Authorizations (RGA). Our Customer Care Concerns Team Representatives are committed to handling these issues.

Shipping Discrepancies Claims for all shipping discrepancies including overages, shortages, and damages must be submitted to Halyard Health using the official Shipping Discrepancy Form within 48 hours of receipt of product. This form can be found on our company website. For easier submission, a Registered User of Customer Portal can have many of the form’s fields auto-populate by accessing the form directly within their Customer Portal account under the Transaction Center tab, in the Quality Center section. For more information on terms and conditions, please see our Halyard Health Shipping Discrepancies Policy.

Customers can also contact the Concerns Team at OSDConcerns@hyh.com or call 1-844-425-9273 (1-844-HALYARD), select Option 1, then Option 2 to be connected to a Concerns Team Representative. Please have your Order Acknowledgement email on hand for reference.

Defective Product For product quality issues, our staff members in Partners in Quality (PIQ) are available to assist. Please contact PIQ@hyh.com or call 1-844-425-9273 (1-844-HALYARD), select Option 3 to be connected to a Concerns Team Representative.


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System Not Responding

Q: What does it mean if pricing information is 'spinning' for a long time on the product search page?

A: This occurs while the system is loading account specific pricing. The screen should render pricing after a short period, usually less than 30 seconds. If pricing does not render on the order screen, a user should contact Customer Portal Support via email at HalyardCustomerPortal@hyh.com.


Q: What if the system is ‘spinning’ when I submit an order and I do not receive an Order Acknowledgement screen?

A: A user may experience extended spinning (processing time) when submitting an order with more than 25 line items, or occasionally when the system does not render an order number. Keep in mind that even though the order acknowledgement did not render, the system received your order.

Do not resubmit the order. Customer Service will follow up with a PDF of your order acknowledgement. If you need to speak with the Customer Service team, you can also call 1-844-425-9273 (1-844-HALYARD), select Option 1, then Option 1 again or HalyardCustomerPortal@hyh.com to confirm that your order was received. Or, the following day, you can go to your Portal Order Management Tab and viewing Order Status.


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Feedback

Q: How do I submit feedback?

A: Customer feedback is valued and appreciated, and we will always respond to your feedback. Please use the Feedback button located in the top right corner of the Online Ordering system.

Customers can also contact Customer Service via email at HalyardCustomerPortal@hyh.com or call 1-844-425-9273 (1-844-HALYARD), select Option 1, then Option 1 again to be connected to a Customer Service Representative.


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