Ordering & Billing

Order Processing

Processing Time

Commercial Insurance Plans
Please allow up to 14 days for your supply order to be processed. During this time we will verify your insurance coverage and collect all of the proper documents needed to ensure proper billing before your order is shipped.

Medicare or Medicaid Insurance Plans
If you are covered by Medicare or Medicaid, you will receive a personal call from a Supply Order Team member within 8 business days of placing your order. Due to the amount of documentation required, we will advise you of the estimated shipping time after reviewing your order. We will do our best to ship your orders promptly and will let you know if there are any delays.

Cash Orders
If you are placing an order for a product not covered by insurance and it does not need a prescription (for example, a belt clip or insertion device) your order should arrive within 3-5 business days. We will let you know if there are any delays.

Shipping Methods

All orders will be shipped UPS 3 Day delivery unless requested otherwise. Expedited 2 Day, Overnight and Saturday deliveries are available to most customers for an extra charge.

  • UPS 3 day: $7.00 (free when placing an insurance order or ordering through the Store)
  • UPS 2 day: $9.00
  • UPS Overnight $15.00
  • UPS Saturday delivery: $25.00 (not available in all ZIP codes)
  • We are not able to ship to a PO Box.

We offer other shipping methods if needed. Call 1.800.646.4633 and select option 2 to speak to a Supply Order Team member about your options.

Locating Order Status

Online
Check the status of your order 24 hours a day by signing in to your personal account on the Store. Once you have signed in, click on the Order History tab. If you have recent orders placed you will see a table with all of the important information. To locate your status, view the Order Status which will list a brief description. Wondering what these words mean?

Order Status Explanation
Order Submitted Order received. Thank you.
Processing Insurance We are reviewing your insurance information.
Processing Documents We are reviewing your medical documents.
Processing Authorization We are awaiting approval from your insurance provider.
Processing Complete All of the paperwork has been processed and your order will be shipped shortly.
Shipped Your order is on its way.

Phone
Check the status of your order 24 hours a day by calling our automated phone system at 1.800.646.4633, option 2. If you would like to speak with one of our Supply Order Team members, call us Monday through Friday 8:00 AM - 6:00 PM central time.

9404258-012 20120308