Improving Life At Home
 
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Frequently Asked Questions

Welcome to our Frequently Asked Questions page. We are committed to providing you or your loved one with exceptional value and customer service. We will help you find the right products and insure that your shopping experience at Home Delivery Medical is exceptional. If you are unable to find an answer to your questions, please call us Toll FREE at 1-866-584-4038 or send us an email Service@HomeDeliveryMedical.com.

MY ACCOUNT

How do I create an account?

Your account is set up automatically when you enter your first order based on the information you provide on your order.

How do I edit my account information?

Click on the “Profile” link to edit your account information.

I forgot my password.

Click on the “Profile” link to request your password. Scroll down and click on the “Forgot your Password” link and follow the prompts to request your password.


PLACING ORDERS

What is your Privacy Policy?

Home Delivery Medical is a professional and secure site, we value your privacy and will not share any personal or financial information with anyone for any reason. Keeping our customers safe and happy is our top priority.  We are a Thawte.com Secured-Seal online retailer, and you can view our certification by clicking on the icon below. Please also review our Privacy – Security Policy.

Why do you need my email address & phone number when I make a purchase?

When you place an order at Home Delivery Medical, having your email allows us to keep you informed throughout the order process. Home Delivery Medical will send you an email confirming your order with an invoice and another email when your order ships. Also, sometimes Home Delivery Medical will have questions that we must have answered before we can ship your order. In these cases, we try to contact you by email first and then by phone.

What payment methods do you accept?

Home Delivery Medical offers 8 payment methods:
Credit cards: Visa, Master Card, American Express and Discover.
Cashier’s check/U. S. Money Order
Personal Check, 10 business day waiting period for personal checks (no 3rd party check, no COD)
"Check by Phone", call cusotmer service and we can take your check by phone. We will need the bank routing number, account number and check number. We will also need your authorization to electronically transfer the funds. Please complete the Authorization Form and fax or mail to us. If you have questions, please call us at 1-866-584-4038.





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What is the credit card CVV2 Verification Code?

This is the last 3 digits on your signature strip for MasterCard, Visa and Discover or the 4 digit number printed on the front of your Amex card.

How will my charge appear on my credit card statement?

Your charge will read “Home Delivery Medical”.

When will my credit card be charged?

Your credit card will be authorized at the time you place your order. Your credit card will be charged at the time of shipment.

Do you accept orders by mail?

For all mail orders, we accept Cashier’s check, U. S. Postal Money Orders or personal check, no 3rd party checks accepted. Please note that all checks must include shipping charges. We request that you call us, toll free 1-866-584-4038 for shipping charges so that you will have a grand total for your money order. Please make your money order payable to Home Delivery Medical, complete the Order Form  and mail to:

Home Delivery Medical
1089 Park West Blvd.
Greenville, SC 29611

* A 10-day waiting period is required for all personal checks.

Do you accept coupons?

At this time we do not accept manufacturers’ or retail coupons. However, we occasionally will have our own coupon offers.

How do I know if an item is in stock?

Home Delivery Medical is committed to offering the lowest prices and most accurate product information available to our customers. When you place an order we will send you an email confirmation. Your email confirmation will indicate if the items are in stock.

Do you send partial shipments?

Most items are in stock and ready for immediate shipment and delivery. We do our best to keep a complete and adequate inventory of products in stock at all times. Occasionally, items may be out of stock. In stock items will be shipped within 24 hours. If an item is out of stock it will be indicated on your order email confirmation. Backorder items will be shipped promptly when available.

Do I have to pay sales tax?

We are required to collect sales tax for all shipments within South Carolina.

Can I change or cancel my order after it's been submitted?

If we have not yet shipped your order, you can request a change or cancel your order. For fastest service, call us toll free 1-866-584-4038. If you have just submitted your order online, send an e-mail to service@homedeliverymedical.com. Be sure to include your full name and address information, as well as your order number. Please provide complete details on the information that you would like to correct or change. When we have made the change on your order, we will send you an e-mail confirmation. If we are unable to change or cancel your order, we will notify you via e-mail.


ORDER STATUS

How can I track my order?

Tracking number will be provided automatically within 24 business hours upon shipment of your order. You can track your shipment from the FedEx web site using the tracking numbers. The FedEx web site is: www.fedex.com.

Why do I have more than one (1) tracking number?

Each box that we ship to you will have a separate carrier tracking number.

My order never arrived.

Be sure that all of the items on your order have shipped. You can determine this by viewing your order email confirmations. If your order has shipped, check with FedEx to confirm that your packages were delivered. If each of your package show a status of “delivered”, please contact FedEx customer service for assistance. For FedEx package services call 1-800-463-3339 or go to www.fedex.com to check the status of your packages.


SHIPPING

Where do you ship?

We ship to the contiguous 48 states, shipping to street addresses only.

Do you ship to P. O. Boxes?

We do not ship to P.O. Boxes, including APO and AEO or lock boxes.

What happens if I gave you the wrong shipping address?

Delivery to a non-existent address is the responsibility of the purchaser. If UPS returns the package(s) due to wrong street address or not matching recipients’ name as you provided in your order, you will be responsible for the shipping cost in both directions. If a reship is request, you will be responsible for the second shipping cost as well. Sometimes UPS will correct a wrong street address and charge a flat rate of $6 to correct the address. All packages with an incorrect address that UPS corrects will be subject to the $6 flat rate per package.

Can you ship my order to my place of work?

Yes, we can ship to your work place provided that the address is not a P. O. Box, including APO and AEO or a lock box.

Do you offer discrete home deliveries?

Yes, Home Delivery Medical does offer Free discrete packaging upon request except for equipment such as wheelchairs, rollators, etc.. When checking out, simply ask for “discrete shipping” in the Comments and Instruction area and we’ll ship your order in a discrete plain box! You must enter "discrete shipping" in the Comments and Instruction area to get discrete shipping. While most of our products come in plain brown boxes with little or no description markings, a few do have more descriptive markings on the outside. Our shipping label will show HDM as the company name for added privacy.

Are all items shipped free freight?

Most all items qualify for free freight, provided that the items can be shipped UPS or FedEx. Due to restrictions the following items have been excluded for free freight;

All Non-stock items, drop ship items, wheelchairs, scooters, rollators, beds, bed packages, lifts, etc.

All truck LTL orders do not quality for free freight. Truck orders can not be shipped to a resident location.

What are your Shipping & Delivery Methods?

In order to provide the best service we ship via FedEx and or UPS ground. Both FedEx and UPS offer Next Day and Second Day shipments are an additional cost and these are available upon request. Please call customer service for a quote on all Next Day and Second Day cost.

The delivery terms and conditions once the package leaves our warehouse are the terms and conditions of the shipper. Home Delivery Medical is not liable for delivery guarantees, lost packages, package markings and damaged packages; but can assist you in resolution of problems with the shipper.

Transit

Shipping Map

When is my order processed and when will my order ship?

We make every effort to ship all orders same day on in-stock orders placed before 4:00 PM Eastern time, business days, provided we have no problems processing payment. All shipments are subject to stock availability.

Shipments and Deliveries are not made on weekends and holidays. Business days are Monday thru Friday. Orders received on the weekend or holiday will be shipped within 24 hours of the next business day.

When will I receive my order?

Ground shipments average between 1 to 6 business days depending on your location. You will receive an email confirmation notifying you once your order has shipped.

Please note that delivery dates are not guaranteed in the event of a carrier service interruption or failures caused by events beyond the control of Home Delivery Medical, including but not limited to transportation systems or services provided by our carriers, severe weather related events (hurricane, tornado, etc.), your bank or credit card, etc..

Expedited Shipping Service can be requested; additional freight cost will apply.Please call Customer Service to coordinate an expedited shipment.

    


Are my UPS shipments insured?

UPS automatically protects every shipment against loss or damage up to a value of $100 US.

Do I have to be home for delivery of my order?

As with any FEDEX and UPS delivery, you do not need to be home unless you live in an apartment. If you live in an apartment, FEDEX and UPS will require that you are home or the driver might leave the package at the apartment office. Otherwise, the driver will leave your package(s) at your door. You are responsible for all claims relative to the delivery of your order.

IMPORTANT NOTE:
Please be advised that certain items can spoil if left outside in the heat. If you will not be available to receive your package(s), please leave instructions for the carrier to leave your delivery in a cool area, at a neighbor’s home, or delay delivery until someone is home. Home Delivery Medical stores all of our products in a climate controlled warehouse and we take every precaution to make sure that all of our products are shipped in fresh condition. We cannot accept returns for heat-damaged products.

What happens if I refuse the shipment when FEDEX or UPS makes the delivery?

If you refuse delivery of your order, the packages will be returned to Home Delivery Medical. We will issue credit for the product we receive back to your credit card but we will also apply return freight cost plus restocking fee to your credit card.

Risk of Loss

All items purchased from Home Delivery Medical are made pursuant to a shipment contract with our carriers. This means that the risk of loss, damage and title for such items passes to you upon our delivery of your order to the carrier.

PRODUCT

I am not sure which product is right for me. If I have questions or need help choosing a product, can someone help me with a recommendation?

Absolutely, we specialize in these types of products. We will gladly assist you. Before emailing or calling us, go to “We Can Help” resource links for additional product information. Just email us at Service@HomeDeliveryMedical.com or call us toll FREE at 1-866-584-4038.

Do you stock more products than you show on you web site?

Yes, we are a full-line medical supplier, if you do not see what you are looking for, send us an email or give us a call.

Is there an expiration date on briefs or underpads?

There is no expiration date on briefs or underpads.

Do you have a printed catalog?

We do not presently have a printed catalog available at this time. All of our current products are available within our online catalog, providing convenient shopping 24 hours a day, 365 days a year. We are a full-line medical supplier, if you do not see what you are looking for, send us an email or give us a call.

RETURNS

What is your return/exchange policy?

We want you to be completely satisfied with your purchase. If you are not satisfied with the products purchased, we offer a 100% money back guarantee within 30 days. Restocking fees are applicable as follows.

Return from Date of Invoice

Restocking Fee

1 – 30 day

10%

31 – 45 days

20%

46 – 60 days

30%

Due to the health and hygienic nature of many of our products, regrettably, we CANNOT ACCEPT OPENED CASES, damaged cases or cases not in the original packaging. Due to sterility concerns, some products may Not be returned if opened, i.e. tubing, masks, cannulas, filters, briefs', pull-ups, underpads, etc. Please call us if you have any questions. Please do not send product back without an RMA number and completed RMA form. All returns without an RMA number will not be accepted and cannot be credited.

Before returning any product, you must obtain a Return Authorization (RMA) number. All returns delivered without a pre-approved RMA number will be refused and returned to sender. Please use the RMA Request Form when requesting and RMA using email. Contact us for your pre-approved Return Authorization number first. Prior to requesting an RMA (Return Merchandise Authorization) verify that your merchandise meets the following criteria for an RMA.

  1. The product you wish to return is within 60 days of shipment date. If products are received after the 60 days, we have the right to refuse the credit.

  2. The product you wish to return is unopened.

  3. The product you wish to return is in original packaging.

  4. The product you wish to return is not damaged.

  5. The product you wish to return is not expired.

  6. The product you wish to return is resaleable.

If you answered yes to all of the above, your next step is to request an RMA number.

  1. To obtain an RMA (Return Merchandise Authorization) number call Customer Service toll free at 1-866–584-4038 or email at Service@HomeDeliveryMedical.com. Please have your order number or invoice number and item number ready when you call. All RMAs issued expire within 30 days of issue. Product will not be accepted after 30 days from the RMA issue date. All returns without an RMA number will not be accepted and cannot be credited.

  2. Print and completely fill out the RMA Request Form

  3. Enclose the completed form with your items.

Preparing your Product Return for Shipment

  1. Please ensure that all packages are suitably packaged for return. Home Delivery Medical cannot accept responsibility for any product damaged through insufficient packing. No refund will be made for product damaged during the shipment.

    IMPORTANT NOTE:
    Please be advised that certain items can spoil if left outside in the heat. If you will not be available to receive your package(s), please leave instructions for the carrier to leave your delivery in a cool area, at a neighbor’s home, or delay delivery until someone is home. Home Delivery Medical stores all of our products in a climate controlled warehouse and we take every precaution to make sure that all of our products are shipped in fresh condition. We cannot accept returns for heat-damaged products.

  2. Completed RMA form must be enclosed in package.

  3. RMA number must be clearly marked on all shipping labels. Do not mark the RMA number on the outside of the package.

  4. Ship to:
    Home Delivery Medical
    1089 Park West Blvd.
    Greenville, SC 29611-6124

  5. Customer is responsible for freight back to Home Delivery Medical. Home Delivery Medical will only pay return freight cost if, for example if you received an item that you did not order or defective item.

  6. Please make sure that there is a delivery confirmation on all packages that are being returned. We also suggest that you insure each package as we are not responsible for lost shipments. We can not issue a credit if we never received the packages.

Exchanges / Damaged / Expired Items

If you receive your product and you find that it has physical damages to the product and cannot be used, or is expired, we must be notified within 24 hours of shipment delivery to you. We will respond to your RMA request by email within 24 business hours.

Your Customer Service Rep will help you with your replacement order and the pick-up of the damaged or expired item(s). Any items that have been used will void your right to return it for a refund.

Is there a time limit on returns?

We want you to be completely satisfied with your purchase. If you are not satisfied with the products purchased, we offer a 100% money back guarantee within 30 days. Any returns after 30 days will be subject to restocking charges. Please see our Returns Policy above for complete details regarding returns.

How long does it take to receive a refund?

You should expect to receive your refund within four weeks of giving your package to the return shipper, however, in many cases you will receive a refund more quickly. This time period includes shipping transit time for us to receive your return from the shipper (5 to 10 business days), the time it takes us to process your return once we receive it (3 to 5 business days), and the time it takes your bank to process our refund request (5 to 10 business days).

How will my refund be issued?

All credit card purchases are refunded to the credit card used to purchase the item. This can take 3 to 5 business days after your return has been processed.

Additional Support

What are your business hours?

Customer Service hours are Monday thru Friday from 9:00 AM to 4:30 PM Eastern Time. The Home Delivery Medical web site is available 24 hours a day, 7 days a week for placing orders. You may also send Customer Service an email 24 hours a day, Service@HomeDeliveryMedical.com.

How long have you been need in business?

We have been distributing medical supplies and equipment since 1988. We represent hundreds of name-brands manufacturers for you to choose those products that best fit you or your loved one.

Do you provide Medicare billing?

If you are Medicare eligible, Home Delivery Medical can ship the products to your home and bill Medicare on your behalf. Co-payments, deductibles and some restrictions apply. For further information, general product and service questions or to place an order on a Medicare eligible product, please call Home Delivery Medical Medicare department toll FREE at 1-866-584-4038. Please have the follow informaton on this Medicare Request Form available before calling Customer Service. Or you may email us at MedicarePartB.


GUARANTEES

Privacy - Security Policy

OUR COMMITMENT TO YOUR PRIVACY

At Home Delivery Medical, we believe that your online shopping experience should be convenient, easy and most of all safe. While browsing our web store, you can rest assure that we have your security in mind. We take your privacy and security very seriously that is why we have partnered with industry leaders like Thawte. In order to demonstrate our firm commitment to you, we have detailed polices on information gathering, privacy, security, unsolicited email and more below.

  1. Your Personal Information: Contact information from all forms, including name, address, email address, payment info, shipping info, etc. is used to process information request and your orders for delivery to you. At no time will we share any of this information with nay other person or company unless we have your consent to share the information; we need to share the information to provide the product or service you have requested; or we re respond to subpoenas, court orders or legal process. Any financial information, such as credit card number and expiration date is used only to charge the customer for what they are purchasing.

  2. Security: This site has extensive security measures in place to protect the loss, misuse and alteration of the information. All orders are processed using SSL technology via a secure server. The technology we use makes your personal and credit card information unreadable as it travels to our servers and off to Thawte for authentication. In fact, using your credit card in our web store can be safer than using it in a restaurant or a gas station. All customer contact information is guarded with the utmost security and discretion.

  3. Unsolicited email: We do not use of unsolicited bulk email. We take this issue very seriously. Please report any incidents of unsolicited email coming from or mentioning Home Delivery Medical by sending an email to Service@HomeDeliveryMedical.com. All matters will be investigated and dealt with promptly.

  4. Server Logs: Home Delivery Medical automatically receives and records on our server logs from your browser the IP address and the page you requested in order to display the pages on your computer.

  5. Web beacons: Web pages may contain electronic images (called single-pixel GIF or web beacon) that allow a web site to count users who have visited that page. In general, any electronic image viewed as part of a web page, including an ad banner, can act as a web beacon. Web beacons allow a web site to count users who visit pages.

  6. Updating this policy: Any changes to our privacy policy and information handling practices shall be acknowledged in this policy in a timely manner. We may add, modify or remove portions of this policy when as required. You may determine when this policy was last updated by referring to the modification date found at bottom of this page.

We value your Privacy. Thank you for shopping at Home Delivery Medical.

 

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