Ordering & Billing

Returns, Exchanges & Refunds

Return Policy

There may come a time you will want to return a device or product that does not meet your needs. When attempting to make a return, it is important to keep in mind that:

  • Product should be unopened
  • Product should be undamaged
  • Shipped to you within the last 30 days
Return & Refund Process

General Return Guidelines
If your product meets the guidelines of our general return policy:

  1. Call the Customer Support Center Team to discuss your return at 1.800.646.4633 and select option 5
  2. Have product information ready (for example, a lot number, or serial number)
  3. Once your request is approved, we will send you a prepaid shipping label
  4. When we receive your returned product, a refund will be issued to the payee of the return items

Returning a Continuation of Therapy Pump
If you have been provided with a 90 day Continuation of Therapy loaner insulin pump, follow these steps for your return:

  1. Return your Continuation of Therapy pump within 90 days to ensure prompt credit to your account
  2. Place the pump in the UPS prepaid envelope that was provided to you
  3. Drop the envelope in any UPS drop box or UPS store
  4. If for any reason you are not able to return the Continuation Of Therapy pump within 90 days, call the Customer Support Center Team at 1.800.646.4633 and select option 5

Returning a Travel Loaner Pump
If you have taken a travel loaner insulin pump with you on a recent trip, keep the following in mind when you get back home:

  1. Return your travel loaner pump 2 weeks after your scheduled return date to ensure prompt credit to your account
  2. Place the pump in the USPS prepaid envelope that was provided to you with the travel loaner return instructions
  3. Drop the envelope in any USPS drop box or USPS location
  4. If for any reason you are not able to return the travel loaner pump within 2 weeks of your return, call the Customer Support Center Team at 1.800.646.4633 and select option 5
Exchange Policy

From time to time you may want to exchange a product or device that is not right for you, and we are happy to work with you to make this happen. When attempting to make an exchange, it is important to keep in mind that:

  • Products will be exchanged for the same type (for example, infusion sets for infusion sets)
  • Product needs be unopened
  • Product should be undamaged
  • Shipped to you within the last 30 days
Exchange Process

If your product meets the guidelines of our general exchange policy:

  1. Call the Customer Support Center Team to discuss your exchange at 1.800.646.4633 and select option 5
  2. Have product information ready (for example, a lot number or serial number)
  3. Your new product should arrive within 3 business days
  4. A prepaid shipping label will be sent for the product you would like to exchange
  5. When we receive your returned product, we will issue credit to your account
Find Your Product Lot Number

When you call us to return or exchange a box or package of a type of product, we will ask you for the lot number that identifies your specific product. Don't know where to find your lot number?

A lot number is located:

  • On the side of a package or box label that lists specific product details
  • Underneath the line that says "REF"
  • Next to the word "LOT"

Here is an example of an infusion set box:

9404244-013 20120222