Since late last year there here has been a national AED shortage that has caused delays and shipment slowdowns across the U.S.
Why is there a nationwide AED shortage?
Global supply chain issues have caused this nationwide backorder on AEDs, AED accessories, and medical equipment. Recent events in the news like NFL’s Damar Hamlin Sudden Cardiac Arrest survivor story have brought additional media coverage and awareness of these life-saving devices, increasing the demand even more.
How Heartsmart can Help:
Educating: Our mission is to be your ally in creating a heart safe community, which makes it important for us to be open about the supply chain situation that has affected our industry. We hope that our explanation will give you peace of mind that we have not forgotten about your needs for our emergency preparedness solutions, but in turn have made some changes to help keep you updated on the situation.
Labeling: We want to keep you informed on which devices and accessories are affected by this supply chain issue, which is why we have started to label our products. Any item that has been affected will have a message stating there is a manufacturer backorder. Because supply changes quickly, we aim to update our products frequently, but please be patient as these updates can take time to be relayed to us.
Purchasing: We want you to be able to reserve your spot in line to receive your AED devices and their accessories, which is why we are still allowing backordered items to be purchased. When your order becomes available to ship, you will be at the top of our list. We realize that these are crucial life-saving tools that individuals need to keep businesses, school systems, even churches safe for everyone, which is why we will ship backordered purchases in the order they are received.
We understand the frustration that waiting brings and apologize if you have already been affected by this delay. Thank you for your continued support and patience with us during this time.
Frequently Asked Questions
Will my credit card be charged if a product is backordered?
No, our system does not charge your credit card until your product ships. If significant time has passed between when your order was placed and when the product becomes available to ship to you, we may need to contact you to reauthorize the purchase. Please know this is to help protect your data.
What does a product on backorder look like?
A product on backorder should have a message such as, “Manufacturer backorder. Ships when available” or “Significant backorder. Ships in ____.”
What if I need my AED or AED accessory now and cannot wait?
If you are not looking for a specific AED brand or model, we encourage you to browse our available AEDs and purchase one without a “significant backorder” message. We understand that batteries and pads for your current AED are critical to it functioning properly. We recommend keeping your current battery/pads with the AED and making your purchase now to help ensure you receive them sooner than later.
Why have I not been able to reach a customer service team member?
Our customer care team members have an extremely high volume of phone calls and emails due to the global supply chain shortages and recent increase in demand for our products. We apologize if we were not able to get to you in a timely manner, but please be patient as our team works their way toward getting back to you.
Who can I contact if I have questions?
If you would like to contact someone, please fill out our Contact Us Form to open a help ticket in our system. Please keep in mind due to this shortage and increased demand, our phone and email wait times are longer than usual. Contact form requests are fulfilled in the order they are received. If you have already submitted a request, rest assured we will get back to you as soon as possible.