Supply reorder frequently asked questions

I need help placing an order

What is the auto reorder program?

The auto reorder program or My Supply Connection (MSC) are the past programs that have been enhanced to a more customized experience, now called scheduled orders.

What are scheduled orders?

Scheduled orders are automatic recurring shipments of supplies that you can set up ahead of time. You can easily set up, view, and personalize your automatic recurring shipments through Diabetes.shop. This is the best way to ensure undisrupted shipment of supplies. You can also pause or resume scheduled order shipments based on your personal preferences.

What items can be added to scheduled orders?

Almost anything can be added to scheduled orders, a convenient way to automatically schedule your supplies shipments. Make sure you always have what you need on hand by adding the items below to your scheduled order:

• Infusion sets
• Reservoirs
• Injection ports
• Test strips
• Sensors
• Tapes
• Skin prep wipes
• Lancets
• Batteries
• Glucose tablets

How do I create an order?

On the Diabetes.shop homepage, you can click Create order. This will bring you to the Create order page, which allows you to Manage scheduled orders or create a One-time order. You can also shop by product and add items to your cart of scheduled orders from the product page.

Can I remove a product from my scheduled orders?

You can easily remove products from scheduled orders by changing your products set up on scheduled orders. You will see an “X” next to each product; when clicking, you will have to confirm you are wanting to remove this product from your scheduled orders. 

You can also always update your order quantities, frequencies, and pause products if needed.

NOTE: If a supply order is already in process, customers cannot make adjustments to products on that order.

How can I change the shipping address when the order is in progress?

After an order is created, you can change your shipping address for that particular order when it is in NEW status. Once your order is ready to ship or if a product within the order has already been shipped, you will not be able to update your shipping address.

1. Go to the Order history page
2. Open order details
3. Click Manage
4. Update your shipping address for that particular order

How can I cancel my order?

To cancel an in-process order, sign into Diabetes.shop. On the homepage, you will see your orders by navigating with the arrows to the right and left of the order placards. Click Manage on the order you would like to cancel.  Once on the order details webpage, you can scroll to the bottom of the page where you will see Cancel order. You will have to confirm you are wanting to cancel this order.

How can I create a custom order?

We’ve made ordering even easier! Tell us how many days' supply you need, along with how often you change your infusion set, reservoir, or sensor, and we will build you a custom order based on your needs.*

Create a custom order today!

What insurance do you accept?

To make an inquiry regarding insurance accepted, please contact the Diabetes Therapy Consultant Team at 1-800-646-4633.

Do you accept Medicare?

Medicare and Medicare Advantage customers can access Medtronic solutions. Insulin pump system and supplies can be covered when specific criteria are met — including the MiniMed™ 780G system.

For more information on Medicare, please visit medicare.gov.

What happens if I add a product to scheduled orders that is not covered by my insurance?

Medtronic will contact you if an item is not covered by your insurance and was included as a scheduled order and provide you with options for credit card payment and/or removing the product from your scheduled orders.

While insurance guidelines differ for each customer, most products that are covered and/or require a prescription (i.e., sensors, reservoirs, infusion sets, test strips, etc.) can be placed on scheduled orders.

How can I get emergency supplies?

Contact Supply Management Team:

1-800-646-4633, option 2 (Monday–Friday, 8 a.m. - 6 p.m. CT)

The safety and welfare of our customers is always of great concern to us. Our team will be happy to assist you with obtaining supplies in an emergency. If you need assistance outside of normal business hours, our 24-hour Technical Support team is available around the clock by dialing 1-800-646-4633, option 1.

Please always remember to have the following items with you:

• Insulin pump
• Insulin pump supplies (infusion sets, reservoirs, and inserter)
• Diabetes testing supplies (meter, test strips, and lancets)
• Insulin

For additional information, contact us.

I need help with my order status

Why has my order not arrived?

If your order has not arrived, please check the delivery status of your order by signing in to your personal account on Diabetes.shop. Once you have signed in, click on the Order History tab.

If your order status is “Shipped” and your order hasn't arrived within the delivery window provided, please contact our Supply Management Team at 1-800-646-4633 and select menu option 2.

Our Supply Management Team is available to assist you Monday–Friday 8 a.m. - 6 p.m. CT.

How can I track my supplies?

Keep an eye on your supply orders and get updates at your Medtronic account on Diabetes.shop.

Locating Order Status Online
Check the status of your order by signing into your personal account on Diabetes.shop. 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.

Review additional order processing information.

Phone
Check the status of your order 24 hours a day by calling our automated phone system at 1-800-646-4633 and selecting option 2. If you would like to speak with one of our Supply Order Team members, call us Monday–Friday 8 a.m. - 6 p.m. CT.

Where can I see my order history?

Order history can be found by signing in to Diabetes.shop and selecting Order history from the menu on the top left of the page.

Orders including insulin pumps or return/exchange orders are not displayed on the order history page.

Orders for products from other companies that were purchased through Medtronic can be found on the Third-party order history page.

What does target ship date mean?

The target ship date is the anticipated date that your order will ship from Medtronic. The target ship date is based on your last shipment date and product quantity, as well as insurance guidelines. This is not a guarantee of the order shipping on these dates.

How can I pause/resume an order?

For scheduled orders that have not yet been created, you can pause shipments, by product, until a future date or indefinitely. For scheduled orders that have been paused, you can resume shipments at any time, by product. To view and adjust settings on your scheduled orders, please visit the Scheduled orders page.

For orders that are in process, you cannot pause or resume shipments. However, you may cancel the order.

What does ‘In process’ status mean?

When an order is 'in process,' this means we are actively gathering documentation and other information required to to complete your order. You can view your order status by signing in to Diabetes.shop and selecting Order history from the menu on the top left of the page.

I need help with product questions

How do I get a pump?

To make an inquiry about beginning insulin pump therapy or getting an insulin pump, please contact the Diabetes Therapy Consultant Team at 1-800-646-4633, option 3. Our therapy specialists are available to assist you Monday–Friday at 8 a.m. - 6 p.m. CT.

Alternatively complete the Get Started Form and a Medtronic representative will contact you shortly.

I use a product from another company, how do I switch to Medtronic?

Whether you are new to insulin pump therapy or on a different pump brand, we have transition programs tailored to your needs. Learn more about device upgrading.

Do you have a tubeless pump?

Medtronic Diabetes does not manufacture a tubeless insulin pump.

What type of insulin is used with your products?

The  InPen™ smart insulin pen works with the following rapid-acting insulins only:

• Lilly Humalog^® U-100 3.0 mL cartridges
• Novo Nordisk NovoLog^® U-100 3.0 mL cartridges
• Novo Nordisk Fiasp^® U-100 3.0 mL cartridges

The MiniMed™ 780G and MiniMed™ 770G insulin pumps are intended for use with the following rapid-acting U-100 insulins:

• U-100 NovoLog
• U-100 Humalog

The use of any other insulin in the MiniMed™ 780G system has not been tested and is contraindicated for use with this device. The use of of other insulins in the MiniMed™ 770G insulin pump has not been tested and may not be appropriate for use with this device.

The MiniMed™ 630G insulin pump is intended for use with the following rapid-acting U-100 insulins:

• U-100 Humalog
• U-100 NovoLog

The use of any other insulin in the MiniMed™ 630G insulin pump has not been tested and may not be appropriate for use with this device.
 

The i-Port Advance™ injection port is indicated for people who administer or receive multiple daily subcutaneous injections of physician-prescribed insulin. All insulin types can be used in the i-Port Advance™ injection port.

Do you sell insulin?

We do not sell insulin. Please consult with your physician for more information about ordering insulin.

Where can I donate an insulin pump and supplies?

Insulin pumps and other diabetes supplies like insulin are prescription products. Although it would be nice to be able to share or give away any unused supplies you might have, remember that a valid prescription is needed from a healthcare professional for someone to be able to use these. If you have an insulin pump that you are not using anymore and would like to donate to another person, the following requirements must be met:


• A valid physician prescription is necessary prior to starting insulin pump therapy. Medtronic will work with a patient’s healthcare provider to facilitate this paperwork.
• Medtronic charges a transfer fee in the amount of $495 to transfer an insulin pump to a new recipient. The new recipient, an advocate of the new recipient, or a nonprofit organization may pay this transfer fee.
• A signed letter, fax, or email message from the owner of the insulin pump, which includes the serial number of the insulin pump, must be obtained stating that the device was donated, and ownership should be transferred.

Additional information about donated insulin pumps:

• A recertified insulin pump shall come with a two (2) year warranty, or the length of time left on the original insulin pump warranty, whichever is greater. Medtronic provides training and support for all patients receiving an insulin pump through this transfer process, including access to a 24-hour helpline and online training resources. In-person trainings must be scheduled through Medtronic Diabetes by contacting the Customer Support Center at 1.800.646.4633, option 5.
• The transfer fee charged by Medtronic covers the cost of recertification, patient training, and staff/administrative costs. Please note that nonprofit organizations may charge a separate administrative fee to patients wishing to obtain a donated insulin pump. Any such fees and/or screening criteria processes are wholly at the discretion of the nonprofit organization.

To learn more about this process, call our Customer Support Team at 1-800-646-4633, option 5.


There are some charitable organizations that can help navigate through this process, one of which is the Charles Ray Foundation.

Where can I donate a CGM transmitter?

You cannot donate a CGM transmitter. If you receive a new transmitter, you may dispose of your old transmitter by taking it to a local certified battery recycling center.

If you decide to keep your old transmitter, store it in a separate location from your new transmitter to make sure they don’t get mixed up. Remember to keep the charger, test plug, and serter for use with your new transmitter.

Where can I purchase Uni-solve wipes?

You can purchase Uni-solve wipes on Diabetes.shop.

Where can I purchase I.V. Prep wipes?

You can purchase I.V. Prep wipes on Diabetes.shop.

Where can I find alcohol prep wipes?

You can order alcohol prep wipes on Diabetes.shop.

Where can I purchase Tegaderm latex free tape?

You can purchase Tegaderm latex free tape on Diabetes.shop.

Where can I order Skin Tac wipes?

You can order Skin Tac wipes on Diabetes.shop.

Where can I order tape, adhesives, and adhesive remover?

You can order tape, adhesives, and adhesive remover on Diabetes.shop.

How do I order test strips?

You can order blood glucose test strips from Diabetes.shop.

Where can I purchase patches?

You can purchase patches on Diabetes.shop.

Where can I order a Roche Accu-Chek^® meter?

The Accu-Chek^® Guide Link blood glucose meter from Roche is the only meter that is approved for use with the MiniMed™ 780G and MiniMed™ 770G systems. You can place an order for an Accu-Chek meter on Diabetes.shop.

Where can I purchase a lancing device?

You can order a lancing device on Diabetes.shop.