What are the dimensions of the Ash standard kit?

8 5/16" L x 5 5/16" W x 1 3/4” H

What is the turnaround time for shipment once I place an order?

Assuming the order is received in good standing, all orders will be processed by fulfillment within 24 business hours. Orders received prior to 2pm ET will go out same business day, and orders received after 2pm ET will go out the following business day.

Why might a kit be delayed at fulfillment?

Most often, delays at fulfillment are due to orders being placed on hold, either due to an invalid address or other issue. Our fulfillment partners have quality control checkpoints throughout the kitting and fulfillment process to ensure kits make it out without errors or missing items. As such, kits may be pulled from assembly line or put on hold prior to processing if an issue is flagged with the physical kit or the order submission. Ash is notified of all holded kits to ensure they are remediated as soon as possible. In some cases, this may require follow up with our clients for more information.

What if a kit cannot be delivered to the patient?

If a kit fails delivery, the postal carrier will determine if re-delivery can be attempted. If a kit is “return to sender,” it will be sent back to the appropriate fulfillment center. All kits returned to our fulfillment centers will be discarded to maintain chain of custody, and you will be alerted that a replacement kit must be ordered. We recommend confirming the address directly with the patient to ensure apartment numbers or other relevant information are included before placing a reorder.

What happens if there is something wrong with the kit or it is missing an item?

If there are any issues with the kit, please reach out [email protected] to coordinate a replacement. In most cases, we can replace missing items without having to order a full replacement kit. If a full replacement kit is needed, we will coordinate a replacement order with your support team. All replacement items and kits due to kitting error are sent out with Priority Mail, free of charge.

How does the reimbursement work?

Replacement items will not be reflected in your bill, since Ash does not charge for one-off items. If you need to order a full replacement kit, it will be marked as billed or “comped” upon order placement to ensure you are not charged.

What if a patient messes up their collection or throws away an item?