Frequently Asked Questions

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Company Information

How many years has VIA been in the market?

 VIA was founded in April 2015 and officially launched to customers 2017.

How many countries are you doing business in?

We currently are conducting business in over 150 countries, and have delivered shipments to over 93 countries.

Where are your offices located?

VIA is headquartered in the US (Seattle, Washington) but also have staffed offices in Kenya (Nairobi) and South Africa (Cape Town) to cater to customers in African countries. In the near term we will be expanding to open offices in locations like South Asia, Latin America and East/West Africa.

Who are your customers?

VIA has two customers – buyers and sellers. Our buyers are medical equipment buyers including local distributors, NGOs and service delivery partners that improve healthcare in their local community by supplying critical devices and supplies. Our sellers are international suppliers that sell their medical supplies and devices through the VIA marketplace.

Will you share with me your customer list?

For the privacy of our buyers we do not share their information, just as we wouldn’t with your information. We believe you are a customer and a partner, someone whose information should remain respected and private.

What is the cost of signing up with VIA Global Health?

There is no cost. We have no membership or subscription fees, and we do not add any markup to your orders. The sellers of products pay our fees.

Do you offer any services beyond a sourcing platform?

Absolutely. Our services include but are not limited to customer service, logistics, product training, market insights, VIA Rewards Program, financing, distributor website development and marketing & promotion support.

How do these services save me money?

You save money through negotiated and bulk manufacturer direct pricing, optimized logistics solutions, discounts through interview/survey participation with our Market Insights team, redeeming VIA Rewards Program points, developing a company website for you and passing leads on to you to augment your customer marketing.

How was the business model developed?

VIA developed the business with the medical equipment buyer in mind and as our first priority, and have adapted our way of working to meet our buyers’ ways of running a business. It is important to us that we adapt to your way of working instead of asking you to change to ours.

Website Information

Why can't I see any prices on the website?

The pricing we offer to our customers is manufacturer direct pricing, and is only available to our Verified Distributor network. Please request a quote for more information, and sign up as a Verified distributor to be able to log in and view pricing and place orders.

When you say you offer manufacturer direct prices, what does that mean?

This means that we offer the same price you’d receive if you contacted the manufacturer directly. However, because we support customers all over the world, often the price you receive from us is lower because it’s based on a negotiated bulk rate.

What does it mean to be a Verified Distributor?

Verified Distributors are vetted by our sales team to be able to credibly import, sell, train and maintain medical equipment to their local customers.

Can I still place an order if I did not set up a distributor account?

You can request a quotation on the product page and we can either connect you directly with a Verified Distributor for a quotation, or, in some instances may be able to quote directly.

Why can't I see any prices on the website?

The pricing we offer to our customers is manufacturer direct pricing, and is only available to our Verified Distributor network. Please request a quote for more information, and sign up as a Verified distributor to be able to log in and view pricing and place orders.

Do you add any markups?

No, we earn our money from the sellers, not the buyers. For nearly all of our suppliers, we sell our products for the same price that the manufacturer would sell them. In some limited instances we add a small margin to cover our costs with only a few suppliers.

Where can I find product information, brochures, images, training videos and specifications for each product?

The best place for all of that information is on our individual product pages. That is also where you can request a quotation. You can see an example of a product page by searching for any product in our search bar or by visiting our Shop page.

How do I log in?

You can visit the below site and enter your username and password:

Ordering Information

Which countries do you sell to?

We sell to all countries. Our intention is to increase access to critical medical devices throughout the world, so we do not limit the countries we do business in. Our mission is to deliver universal access to medical equipment, and our focus is on the more challenging countries that few others have the knowledge to work within.

Can I place an order by phone?

We prefer that the initial inquiry be sent through the website form on each product page. A sales rep can follow up with you directly at that time.

Can I place an order by email?

Yes, but as noted above the fastest route to request a quote is at each product page. To email the sales team directly you can use

Are there any minimum order requirements?

For most devices we will ship single pieces. In only a few instances where products are very small (exam gloves, for instance) we have small minimum order requirements.

Do you offer training for your products?

“Absolutely. We offer training in several ways: – Training videos on product pages – Training webinars with demonstrations where we introduce new products in a live webinar and allow you to ask questions directly to our product expert – Aftersales online support with our product expert if an additional training is required – In limited cases we would also be able to arrange in-person training, but this would be subject to product team availability and customer budget”

Do you offer warranties?

We do offer warranties for all products that require them, and we carry through the manufacturer warranty directly. You can be confident in buying with us that you will be covered in case of defects (which rarely happen).

How do I know that your products are of good quality?

VIA Global Health only sells products that we have verified. We use industry standards like CE or FDA certifications, clinical trials and studies and customer recommendations to review the products for quality, and only then are they added. In addition, we make sure that the products offered are priced appropriately.

Are your products curated to offer only one device of each kind?

No, we believe in choice. Our customers are the experts on the specific product they need for their local markets. We believe in providing you as many quality products per category and allowing you to choose the one that suits you best. You know your markets and customers better than we ever could.

Are you the manufacturer of the products?

VIA partners with manufacturers to distribute their products. We open up markets like yours to the manufacturer and offer them an opportunity to be verified and sell their devices through our platform.

Do you participate in tenders?

VIA will not compete against our local customers and will not submit directly to tenders. We do offer our products and quotations to local distributors so that they can submit bids directly to tenders

Will VIA provide necessary documents and letters like an Authorization Letter or Guarantee of Warranty?

Absolutely. If you can provide a list of documents required and any particular format required we are happy to provide the documents needed.

Can I be your exclusive distributor?

We do not offer exclusivity. VIA’s model is about fast, easy and affordable access, and we find that exclusivity limits access and can increase costs for hospitals and clinics, and ultimately, patients.

Can I order a product into Puerto Rico that has USA regulatory restrictions?

No, the FDA is responsible for all US territories. If the product contains US regulatory restriciton, that applies to all countries in the territory. Puerto Rico, Guam, US Virgin Islands, American Samoa, etc

Shipping Information

Which countries do you ship to?

We ship to all countries. Our intention is to increase access to critical medical devices throughout the world, so we do not limit the countries we ship to. If anything, we focus more on the challenging countries that few others have the knowledge to work within. Most of our shipments are into Africa, Latin America/Caribbean and Asia.

Once I place an order, how long does it take before the order is shipped from your warehouse?

We will initiate the order once the payment is received, and depending upon the order size and stock availability, the time-frame can vary. If products are in stock the shipment will begin moving within 2-3 days.

How long does it take to receive my order?

We will initiate the order once the payment is received, and depending upon the order size and stock availability, the timeline can vary. If products are in stock, the shipment will usually arrive within 1-2 weeks (air) or 30-45 days (ocean). If not in stock, timing would be subject to the production timeline.

Do you ship through ocean or air freight?

We ship through all methods, and have delivered via air, ocean and ground. We will look to you to provide us guidelines for your timing and budget and we can customize from there.

Do you ship through couriers like DHL, Fedex or UPS?

Yes we will use carriers like this on occasion, and only when the service and price is in the best interests of our customer. Typically, for smaller orders these carriers are the option chosen.

Which carrier do you use for shipping my order?

We have a network of hundreds of carriers that bid on each shipment. We only choose the combination of rate and service for your individual shipment.

Which incoterm do you ship with?

This is customizable based on customer need, but typically our incoterms are CIP, excluding local duties taxes or customs clearance fees.

Do you ship only to the port or directly to my door?

Either, depending on the shipment itself, destination and customer budget. Our typical shipment is to the port, where the customer will arrange for clearance and final delivery.

Do you handle the customs process?

We can offer this service, but find that the local business in the destination has the most expertise in their local market and customs processes. Most shipments are delivered to port on a CIP incoterm, excluding local delivery, duties and taxes.

What is the cost to ship my order?

This would depend completely upon the product ordered, quantity, and speed of delivery. We customize your shipping to your individual needs. If you prefer more affordable we can offer ocean freight. If you need it immediately we can arrange by air. This is all up to your timeline and budget. Regardless of the method we have a team whose job it is to find you the best rates and options possible.

Do you ship to my country?

Absolutely. We ship throughout the world and have already shipped to over 50 countries.

How do I track my order status?

You will be sent a tracking link and shipping documents (e.g. Commercial Invoice, Airway Bill) which will allow you to both track and prepare for your shipment arrival.

Where do your products ship from?

We drop ship from the product’s warehouse, which are located throughout the world. We ship from warehouses in the US, Canada, Vietnam, India, Hong Kong, South Africa, Israel and many others.

What happens if my products are damaged in shipping or not sent correctly?
As we have strong relationships with our sellers and freight partners, we hold each accountable if a shipment arrives damaged or with the wrong product. We also always include insurance for the shipment for additional security. Our buyers should feel secure that when they buy from VIA, their best interests are our first priority.

Payment Information

Can I make payment through bank transfer?

Bank transfer is the preferred method of payment, and is how nearly all of our transactions are done. It provides the safest and most commonly used option for both VIA and our customers. A small fee will apply on orders under $1,000 of product value.

Can I use a credit card to purchase?

Yes, but only for returning customers. For the security of both VIA Global Health and our customers, we do not accept credit cards for first-time orders. Fees would apply for this transaction type.

Can I use PayPal to purchase?

As noted above, this would be only for a return customer who is approved by our finance team. Fees would apply for this transaction type.

Can I make payment with local transfer services (e.g. Pesapal, Venmo, etc)?

At this time we do not offer payment options through these types of services. If you have a good option we should consider please do provide that to us for review.

Are you willing to offer financing or credit facilities?

We only offer this to return customers who are approved by our finance team, and each situation is graded and offered on a case-by-case basis.

Return Information

How do I return a product?

You can review our return policy by visiting the Return Policy page on our site.

When do I receive my refund after the item was returned?

If your return is approved, then credit cards will be refunded within 24 hours of final approval, wire transfer refunds may take up to ten business days to process once completed and e-checks will take up ten business days to process once completed.

What if I have a problem with my products during the warranty period?

VIA buyers can submit a warranty claim by contacting their sales representative directly. After providing all of the information required surrounding the circumstances of the issue, VIA will determine where a replacement or refund will apply, in accordance with the manufacturer’s warranty, and walk the buyer through the solutions available for each specific order and product.