General Frequently Asked Questions

About Nucare Pharmacy and Surgical

Where is your Pharmacy located?

What are your hours of operation?
We would be happy to try to find the item that suits your needs. Our customer
service department is open Monday - Friday 8:00 A.M. - 5:00 P.M.
Ordering Supplies

Make sure you have the most recent copies of your insurance card and your
doctors detailed prescription prior to calling. Most of our supplies cannot be sold
without a doctors detailed prescription.
If you are buying a supply that will not be sent to your insurance company for
processing and that does not require a prescription, simply call customer service at
952-546-5334and place your order.
How do I place an order?
Due to insurance restrictions you cannot place an order online at this time. Simply
call our Toll Free Customer Service line at 1-800-736-8367 or Locally at 952-5465334 and someone will assist you with all of your questions. We are here to help
you find the equipment that is right for your needs.
Do you have my item in stock?
Due to insurance restrictions you cannot place an order online at this time. Simply
call our Toll Free Customer Service line at 1-800-736-8367 or Locally at 952-5465334 and someone will assist you with all of your questions. We are here to help
you find the equipment that is right for your needs.
What if my equipment needs service or repair?
Anodyne Inc will service all equipment we sell as part of our commitment to our
customers and we stand behind the quality products we sell. Some items cannot be
repaired because they need replacement parts, which we can order on your behalf
and bill either your insurance company or you personally. Once the replacement
part is received, depending on the item, we can assist you in setting it up correctly.

Diagnostic products like blood pressure monitors need to be sent into the
manufacturer for recalibration or specialized equipment.

Shipping, Delivery, and Returns Frequently Asked Questions

Do you deliver?
Yes. We personally deliver most of our equipment such as Wheelchair's, beds, lift
chairs, MD2 Medication Dispensing Machines, ect. Most of our other products and
supplies are delivered through SPEEDEE delivery or other carriers such as UPS or
USPS.

Products are typically deliver in 2 days. We will work with you individually to deliver
equipment at a time that is convenient to you and allows us enough time to set up
the equipment and educate you and/or a caregiver on how to use the equipment
properly.

What is the difference between Medicare and Medicaid?

Medicare is an insurance funded by the federal government as an entitlement
program which mainly focuses on the older population. The program also covers
individuals with disabilities and any person with end stage renal disease regardless
of age. Beneficiaries pay part of the cost through premiums and deductibles as well
as coinsurance on covered items. Because it is run by the federal government it is
essentially the same throughout the United States
Medicaid is different in a couple of ways. It is also an entitlement program funded
partially by the federal government but also by the state and local governments.
Medicaid is based on income and covers additional services that Medicare does not.
It usually covers children, pregnant women, parents of eligible children, seniors and
individuals with disabilities. Medicaid is a federal-state program. It is run by the
state and local governments within federal guidelines, so it varies from state to
state.
Do I have to have insurance to purchase medical equipment and supplies?
No. You can purchase any medical equipment or supplies without insurance;
however some equipment and supplies may require a prescription from a doctor.

What is an Advance Beneficiary Notice of Noncoverage (ABN)?

If you have original Medicare and your supplier thinks Medicare probably won't pay
for items or services, they may give you a written notice called an "Advance
Beneficiary Notice of Noncoverage" (ABN). This form lists the items that Medicare
isn't expected to pay for, an estimate of the costs, and the reasons why Medicare
may not pay. The purpose of the ABN is to give the beneficiary the ability to make
an informed decision on whether or not to obtain the product and understanding
they may be held financially responsible for it.
Can I have my equipment and supplies delivered to me?
Yes, we offer free delivery of equipment and supplies in the greater Lewiston-Auburn
area. If you are located out of our normal delivery area please contact us arrange
delivery. You can also have your supplies shipped to you. A shipping charge may
apply depending on the product being shipped.
What insurances is Travis Medical in network with?
Answer: Our insurance providers are constantly changing due to expiring contracts
and acquiring new partnerships.Please click here for our most recent insurance list;
however, calling at the time of your service will give you the most accurate
indication of our insurance network.
What equipment does Medicare cover?
Answer: Medicare covers durable medical equipment that your doctor prescribes for
use in the client's home. DME is "durable," used for a medical reason, is not usually
useful to someone who is not sick or injured, and must be used within the home to
accomplish daily mobility related activities. Bathroom safety equipment is not a
covered benefit through Medicare.

Can we move patient owned equipment or dispose of old equipment?

Answer: We require that the home be ready for the new medical equipment we
deliver and that all existing furniture is moved prior to our arrival. If no space is
available, we ask that you contact us to reschedule the delivery. Unfortunately, we
are unable to dispose of your existing furniture.
Why do you require a "detailed prescription?"
Answer: A detailed prescription is the documentation that is provided by your
physicians to support the need of the product or services we are providing. The
detailed prescription must include the client's name, DOB, a description of the items

including HCPCS codes, diagnosis, length of need, and physician's detailed

information, and the physician's signature and date. All insurance companies,
including Medicare, require a detailed prescription in order for us to bill your
equipment.
What do I do if I run out of supplies?
Answer: We understand that emergencies happen at unexpected times and we will
do what we can to assist you. If you see that your supplies are running low, please
contact us at your earliest convenience to prevent you from running out early.
Once my prescription is returned from the physician, how long will it take
for me to receive my supplies?
Answer: It will take 2-3 days for your order to be delivered to you via a carrier.
Who qualifies for Medicare benefits?
Answer: Individuals 65 years of age or older, individuals under 65 with permanent
kidney failure, and individuals under 65 who are permanently disabled and entitled
to Social Security benefits may be eligible for Medicare benefits.

Disposable Medical Supplies - Frequently

Asked Questions
Answers to many of the most common questions asked about disposable medical
supplies are listed below.

Q. What is a detailed prescription?

A. A detailed prescription is the documentation that is provided by your physician to
support the need of the product/service provided. These documents must include
the name of the patient, date of birth (DOB), a description of the item/service that is
to be provided, length of need (if applicable), physicians signature and date.
Q. What should I do before I call Reliable Medical Supply to order new
supplies?
A. If youre going to have insurance pay for the supplies, make sure you have copies
of all your insurance cards and a doctors detailed prescription. If youre not going
to use insurance, then these items are usually unnecessary. A few supplies cannot
be sold without a doctors detailed prescription.

Q: Can you ship my monthly order?

A: You can come to our store to pick up your order or we can ship it out. Most orders
will ship out the same day you order if received before 3:00 p.m. (CST) and would
normally be delivered the next business day.
Q: What happens if my stockings dont fit?
A: Make an appointment to bring them back and get re-measured. The stocking
companies support us and wish for you to have proper compression therapy. They
will replace anything that doesnt fit with a new garment that does fit at no cost to
you. Unfortunately, its possible for your leg to change size from the time youre
measured to the time you get your stockings. This does not happen often, but when
it does we will take care of it for you.

What is Durable Medical Equipment (DME)? (return to top)

Durable medical equipment is any medical equipment used in the home to aid in a
better quality of life. DME is used to provide additional support and care to patients
outside of the hospital environment and is designed to support both temporary and
permanent conditions. Although the term durableis used, it can also cover
disposable, non-durable items that are used in everyday, essential home
healthcare. Therefore DME can be split into two main groups: Durable
equipment this includes long lasting essential items such as wheelchairs, beds,
walkers, respiratory apparatus, Cpaps, nebulizers, and more. Non-durable
equipment this includes disposable or non-permanent equipment such as gloves,
rubber/plastic hose (used for equipment such as catheters and nebulizers that need
regular replacement), syringes and more.
What are DME Prosthetics and Orthotics? (return to top)
These items include replacement, corrective or supportive devices used to replace a
missing portion of a persons body. They can also be used to prevent or correct a
physical deformity or provide support , restrict or eliminate a weakened condition of
a persons injured body part. This can include braces, supports, crutches, and
splints.
Who qualifies for a DME products or services?(return to top)An order or
prescription from a patients healthcare provider, physicians assistant, or certified
nurse practitioner is usually needed. The patient or caregiver can then bring the
prescription to Boardman Medical Supply. We have trained specialists that will
submit a request for authorization to Medicaid, Medicare, or private insurance to
help pay for the appropriate products and services.
Do I need a referral from my doctor? (return to top)
Yes, for most items you will need a detailed prescription from the patients
healthcare provider, physicians assistant, or certified nurse practitioner. This allows

us to provide the exact medical equipment and supplies necessary and to bill the
appropriate insurance carrier for the products and services.
What is a detailed prescription? (return to top)
The prescription should include the name of the patient, DOB - the date of birth, a
description of the specific item(s) or services that is required, the length of service
or need, and a supporting signature and date.
What should I do before I call to order supplies? (return to top)
Make sure you can tell us the information on all of your insurance cards (Medicare,
Medicaid, or private insurance). We will also need the detailed prescription provided
by the patients healthcare provider, physicians assistant, or certified nurse
practitioner.

DME FAQs (Durable Medical

Equipment)
What is Durable Medical Equipment (DME)? (return to top)
Durable medical equipment is any medical equipment used in the home to aid in a better quality
of life. DME is used to provide additional support and care to patients outside of the hospital
environment and is designed to support both temporary and permanent conditions. Although the
term durableis used, it can also cover disposable, non-durable items that are used in
everyday, essential home healthcare. Therefore DME can be split into two main
groups: Durable equipment this includes long lasting essential items such as wheelchairs,
beds, walkers, respiratory apparatus, Cpaps, nebulizers, and more. Non-durable equipment
this includes disposable or non-permanent equipment such as gloves, rubber/plastic hose (used
for equipment such as catheters and nebulizers that need regular replacement), syringes and
more.
What are DME Prosthetics and Orthotics? (return to top)
These items include replacement, corrective or supportive devices used to replace a missing
portion of a persons body. They can also be used to prevent or correct a physical deformity or
provide support , restrict or eliminate a weakened condition of a persons injured body part. This
can include braces, supports, crutches, and splints.
Who qualifies for a DME products or services?(return to top)An order or prescription from a
patients healthcare provider, physicians assistant, or certified nurse practitioner is usually
needed. The patient or caregiver can then bring the prescription to Boardman Medical Supply.
We have trained specialists that will submit a request for authorization to Medicaid, Medicare, or
private insurance to help pay for the appropriate products and services.
Who pays for the items? (return to top)

Boardman Medical Supply will send a bill to Medicare or the appropriate insurance provider. If
the patient qualifies for Medicaid, BMS will send a bill to Medicaid. Medicaid pays for a large
number of necessary medical items. Please check the link below or view the affiliate links under
our Patient and Caregiver Resources on the main menu. For more information on covered
items and qualifications, click here: http://jfs.ohio.gov/ohp/bcm/hdmeprovs.stm

Do I need a referral from my doctor? (return to top)

Yes, for most items you will need a detailed prescription from the patients healthcare provider,
physicians assistant, or certified nurse practitioner. This allows us to provide the exact medical
equipment and supplies necessary and to bill the appropriate insurance carrier for the products
and services.
What is a detailed prescription? (return to top)
The prescription should include the name of the patient, DOB - the date of birth, a description of
the specific item(s) or services that is required, the length of service or need, and a supporting
signature and date.
What should I do before I call to order supplies? (return to top)
Make sure you can tell us the information on all of your insurance cards (Medicare, Medicaid, or
private insurance). We will also need the detailed prescription provided by the patients
healthcare provider, physicians assistant, or certified nurse practitioner.
What should I expect to happen if I come into BMS to order new supplies? (return to top)
A trained staff member will ask you some questions to get your information and the purpose of
your visit. Make sure you have all copies of all your insurance cards and a doctors detailed
prescription if an insurance provider will be paying for the supplies. These products can be paid
for out-of-pocket if you are not using an insurance provider. A few supplies cannot be sold
without a doctors detailed prescription.
I am a Medicare or Medicaid recipient. Do you work with these providers? (return to top)
Absolutely! We are an accredited DME provider and work with Medicaid and Medicare as well
as many other secondary insurance providers.
What are my eligibility requirementsif I have Medicare or Medicaid? (return to top)
Eligibility is specific to the equipment or supplies that you need. Contact one of our trained
representatives and we will be happy to discuss these eligibility requirements. Call 330-5456700.
What types of medical equipment do you provide? (return to top)
We are a full service accredited DME provider. We supply oxygen (liquid and gas), CPAP,
BIPAP, nebulizers, wheelchairs, walkers, crutches, hospital beds, commodes, etc. Contact one
of our trained representatives to see if we have the product you need. Call 330-545-6700.

Do you provide respiratory services? (return to top)

Yes, we provide clinical respiratory services. Please call 330-545-6700 for more information..
Will my insurance cover a lift chair? (return to top)
Most insurance companies, including Medicare, will only cover the lifting mechanism in the lift
chair. You are responsible for the remainder of the cost.
Can I order a lift mechanism and convert my existing recliner chair? (return to top)
No, unfortunately not. Lift chairs are specifically designed and built to work with the lift
mechanism and a standard recliner chair cannot be converted.
Will my insurance cover a scooter? (return to top)
Most insurance providers have a POV (Power Operated Vehicle) or scooter benefit. This
coverage varies but an insurance company will consider the coverage if the scooter is
"medically necessary". Most insurance carriers have a prior authorization process which we can
guide you through. This oftentimes includes a home evaluation where a mobility specialist would
bring a demo unit to your home for the evaluation.
Can I return the bath chair if I dont like it or if it does not fit? (return to top)
Sorry, but no. This type of equipment is non-returnable, because of infection control issues.
Can you move my existing chair or bed when you deliver my new equipment? (return to top)
Our delivery team is not able to move furniture or items already in your home. We require that
your home is ready and all existing furniture is removed prior to delivery.
Can you dispose of my old/existing bed or chair when you deliver my new equipment?
(return to top)

No. We cannot dispose of any existing furniture or equipment. You will need to dispose of your
items on your own.
Do you deliver? (return to top)
Yes, we deliver many of our products. We will give you a date and window of time when we will
make the delivery.
Can BMS fix my broken product? (return to top)
Boardman Medical Supply has a state-of-the-art service center located in Girard, Ohio. Please
call our service department today at 330-545-6700 to see if we can help. Please understand
that some of the items that come in for service cannot be fixed immediately because parts have
to be ordered. Diagnostic products like blood pressure monitors need to be sent to the
manufacturer for repair.
I need further instruction in the operation of my medical equipment. Do you provide
this? (return to top)
Yes, our trained specialists are available 24-hours a day, 7 days a week, 365 days a year for
any emergency service. Please call 330-545-6700 if you have any questions.

My equipment is not functioning properly. What should I do? (return to top)

Our on-call service personnel are available 24-hours a day, every day of the year. Please call
330-545-6700 if you have any questions.
I have questions about billing for my medical equipment and supplies. Who should I
contact? (return to top)
You may call anytime during our normal business hours (M-F, 8:00 am to 4:30 pm). Call 330545-6700 to leave a message. A billing specialist will return your call ASAP or on the next
business day. .

Durable Medical Equipment

Frequently Asked Questions
Looking for a quick answer? Check out some of the most common answers to your durable medical equipment
questions below.

Q. What is a detailed prescription?

A. A detailed prescription is the documentation that is provided by your physician to support the need of the
product/service provided. These documents must include the name of the patient, DOB, a description of the
item/service that is to be provided, length of need (if applicable), physicians signature and date.

Q. What should I do before I call Harmony Healthcare to

order new supplies?
A. If you are going to have insurance pay for the supplies, make sure you have copies of all your insurance cards
and a doctors detailed prescription. If you are not going to use insurance then these things are usually
unnecessary. A few supplies cannot be sold without a doctors detailed prescription. Fill out some of the paper
work now before you come in to visit.

Q. What should I expect to happen if I come into

Harmony Healthcare Supply to order new supplies?
A. A staff member will greet you and ask you to fill out a short form to get your information and your purpose of
visit. Then an appropriate staff member will assist you with your medical equipment needs. If you are going to
have insurance pay for the supplies, make sure you have copies of all your insurance cards and a doctors detailed

prescription. If you are not going to use insurance then these things are usually unnecessary. A few supplies cannot
be sold without a doctors detailed prescription.
It may take some time to verify your insurance before your order can be dispensed. You are welcome to wait in our
showroom or come back at a later time. You will be required to sign some documentation and you may need to pay
for a portion of the cost deemed necessary by your insurance before you can take your equipment. Fill out some of
the paper work now before you come in to visit.

Q: Will my insurance cover a scooter?

A: Most insurance carriers have a Power Operated Vehicle (POV) or scooter benefit. Coverage criteria does vary but
most would consider a scooter medically necessary if it is to be used primarily in the home to perform mobility
related daily activities. Use of a scooter outside the home is not considered medically necessary and would
therefore likely not be covered. Most carriers have a prior authorizaiton process which we will be happy to guide
you through. Often this includes a home evaluation where a mobility specialist will bring a demo unit to your home
so we can document that your home is accessible, or could be made so, and you can operate the scooter through
the main areas of your home.

Q: Can I return the bath chair if I dont like it or it

doesnt fit?
A: Bath equipment is non-returnable due to infection control issues. This is a government standard.

Q: Can you move my existing chair or bed when you

deliver my new equipment?
A: Harmony Healthcare Supply requires that your home be ready for your new equipment and that all existing
furniture be removed before we arrive. If you are not ready when we arrive it is possible that we will have to
reschedule your delivery for a different day.

Q: Can you dispose of my old/existing bed or chair when

you deliver my new equipment?
A: No. Harmony Healthcare Supply cannot dispose of your existing furniture or equipment. You will be responsible
to move and dispose of your property.

Q: Do you deliver?
A: We can deliver most of our products either through carriers such as UPS, FEDEX, USPS Priority or one of our
company vehicles. Shipping companies usually deliver the next business day and if your equpiment will be
delivered by us we will give you a date and time window when we will arrive.

Q: What if my equipment needs service or repair?

A:Harmony Healthcare Supply does not have a state of the art service department and items that we cant repair at
our location will be sent to the manufacturer for repair. Some of the items we sell cannot be serviced because
parts are not available. Products like standard walkers or bath chairs fall into this category. Diagnostic products
like blood pressure monitors need to be sent into the manufacturer for recalibration on specialized equipment.

Delivery and Set-Up Guidelines for Durable Medical

Equipment, Prosthetics, Orthotics, and Supplies
(DMEPOS)
Share

The Centers for Medicare & Medicaid Services (CMS) is charged with the implementation and oversight
of the DMEPOS program.[1] Since the rollout of the DMEPOS competitive bidding program (CBP) in July,
2008, there has been confusion over what constitutes delivery and set-up of specific DMEPOS items.[2]
In some instances, beneficiaries have experienced delays in obtaining the necessary DMEPOS items. In
other instances, beneficiaries have received items through the mail that have not been set-up or
assembled.
As part of its monitoring and oversight functions related to the CBP, the Government Accountability Office
(GAO) and the Department of Health and Human Services' Office of the Inspector General (HHS OIG)
issued three reports regarding CBP's implementation.[3] Contrary to the experience of advocates and
beneficiaries, the GAO and OIG reports indicate that the CBP has generally been a success.[4]
Thus, as in our June 26 Alert on a related DMEPOS topic, we ask again that you let us know of problems
that you and or your clients are experiencing. Statements of problems can be sent
to: DMEPOS@medicareadvocacy.org.

Examples of Recurring DMEPOS Delivery and Set-Up Issues Brought to the Attention of the
Center for Medicare Advocacy

DMEPOS orders are taking an unduly long time to be delivered.

Suppliers are not always providing a timely delivery of DMEPOS. Delivery of necessary medical
items such as reclining wheelchairs has taken as long as a month or more and only occurs after
repeated calls to the supplier and re-faxing of orders. Such delays are stressful, can impede a
timely hospital discharge, and can impair a beneficiary's quality of life.

Some suppliers are refusing to provide certain DMEPOS items.

After receiving a bid contract, some DMEPOS suppliers either stop supplying a certain item, or
Medicare beneficiaries are no longer able to use the same DMEPOS supplier they have used in
years past. The beneficiary then has to find a new supplier, one that is covered by Medicare and
has their required DMEPOS. Unfortunately, this often proves difficult, and beneficiaries suffer in
the meantime, either using equipment that they are not accustomed to or that is not optimal for
their medical situation. This has been experienced with liquid oxygen and ostomy supplies.

Some suppliers are refusing to deliver prescribed DMEPOS items.

Some suppliers will refuse to have DMEPOS items delivered directly to a beneficiary after a
hospital or skilled nursing facility discharge, which means the beneficiary may go home without
their needed DMEPOS, and must wait until that DMEPOS is delivered by mail. Sending a
beneficiary home from the hospital or skilled nursing facility without their necessary medical
equipment is unsafe and inappropriate.

Some suppliers do not honor their repair obligations.

DMEPOS suppliers are obligated to assist beneficiaries with necessary repairs of their DMEPOS
equipment, yet some suppliers are avoiding this responsibility. Beneficiaries, or their caregivers,
are forced to search to find a supplier who will repair their wheelchairs.
DMEPOS Supplier's Set-Up and Delivery Obligations
The following guidelines, gathered from CMS's instruction manuals to DMEPOS suppliers and from the
regulations implementing the DMEPOS competitive bidding program, aim to help beneficiaries understand
a supplier's delivery and set-up responsibilities. The relevant statue is 42 U.S.C. 1395w3(Competitive

acquisition of certain items and services). Federal regulations describing DMEPOS supplier standards
are available at 42 C.F.R. 424.57(c)(12(delivery). See http://www.gpo.gov/fdsys/pkg/CFR-2005-title42vol2/pdf/CFR-2005-title42-vol2-sec424-57.pdf. Federal regulations setting out contract terms for suppliers
are available at 42 C.F.R. 414.422(e)(furnishing items) and 414.422(g)(breach of contract).
See http://www.gpo.gov/fdsys/pkg/CFR-2011-title42-vol3/pdf/CFR-2011-title42-vol3-sec414-422.pdf.
Other important regulatory guidance is available in CMS's Outreach and Education/MedLearn Series as
indicated below.
1. General Set-Up and Delivery Requirements of DMEPOS Suppliers:
According to CMS, a supplier of DMEPOS equipment is generally responsible for delivering and
assembling all equipment items according to a timeframe that has been agreed upon by the
Medicare beneficiary and/or their supplier, caregiver, and prescribing physician.[5] If the supplier is
not able to deliver and set-up the equipment, it may coordinate the set-up with another supplier.[6]
The supplier must provide the beneficiary with "all equipment and item(s) that are necessary to
operate the equipment or item(s) and is to perform any adjustments as applicable."[7] With the
exception of orthotics and prosthetics, the supplier is also responsible for providing and arranging
for replacement equipment while the original equipment is being repaired.[8]
2. General Follow-Up Procedures:
CMS states that "[T]he supplier shall provide follow-up services to the beneficiary and/or
caregiver(s), consistent with the type(s) of equipment, item(s), and service(s) provided, and
recommendations from the prescribing physician or health care team member(s)."[9] All DMEPOS
product suppliers must comply with this general follow up guideline.[10]
3. Product Specific List of DMEPOS Set-Up and Delivery Requirements:
Respiratory Equipment, Supplies, and Services: The supplier must comply with the general

set-up and delivery requirements mentioned above. The supplier must also comply with the
following guidelines for certain specific technology.[11]
o

"Intermittent Positive Pressure

Breathing": http://www.rcjournal.com/cpgs/pdf/05.03.0540.pdf

"Long-Term Invasive Mechanical Ventilation in the

Home":http://www.rcjournal.com/cpgs/pdf/08.07.1056.pdf

"Oxygen Therapy in the Home or Alternate Site Health Care

Facility":http://www.rcjournal.com/cpgs/pdf/08.07.1063.pdf

Manual Wheelchairs: The supplier must comply with the general set-up and delivery

requirements mentioned above. In addition the supplier must confirm that the positioning and
seating, and ensure that any specialty assistive technology has been assessed and recorded in
the beneficiary's record.
Power Mobility Devices (PMDs): Again, the supplier must comply with the general set-

up and delivery requirements mentioned above. They must also confirm the positioning and
seating, and ensure that any specialty assistive technology has been assessed and recorded in
the beneficiary's record.
o

Suppliers Guide to Complying with Documentation and Set-Up

Requirements: http://www.cms.gov/Outreach-and-Education/Medicare-Learning-NetworkMLN/MLNProducts/Downloads/PMD_DocCvg_FactSheet_ICN905063.pdf

Complex Rehabilitative Wheelchairs and Assistive Technology: In addition to

complying with the general set-up and delivery requirements mentioned above, the supplier must
also have one qualified Rehabilitative Technology Supplier (RTS) per location. An RTS is either
an Assistive Technology Professional or a Certified Rehabilitative Technology Supplier. The RTS
is responsible for both creating set-up and delivery procedures and ensuring that the final product
conforms to what has been recommended by the prescribing physician. Suppliers must also
confirm the positioning and seating, and ensure that necessary specialty assistive technology has
been assessed and the assessment recorded in the beneficiary's record.
4. Products with No Set-Up and Delivery Requirements:

Prosthetic and Orthotic Devices and Therapeutic Shoes: Prosthetic devices are typically
devices that substitute part or all of an internal body organ, excluding dental devices.[12]
Orthotic devices are devices that are used to support weak body parts or restrict movement in
injured or deformed parts of the body.[13]
Orthotic and prosthetic devices include custom fabricated (made specifically for the patient);
molded-to-patient (either a model molded through plaster or digital imaging technology);
positive model of the patient (negative impression of patient taken and used to construct the
part); custom fitted (made without a specific patient in mind but customized for a specific
patient on an as needed basis); prosthetic devices (made to replace a certain body part,
including ocular prostheses, facial prostheses, somatic prosthesis, and external breast
prostheses.); orthotic devices (made to support a patients injured or weak body part); and
therapeutic shoes and inserts.[14]

Although no set up is required for prosthetic and orthotic devices, the supplier is still
obligated to provide the beneficiary or their caregiver with appropriate training and/or
instructions. This consists of telling the beneficiary: how to use, clean and adjust the device;
how to inspect the skin for any adverse reactions to the device such as breakdown or
irritation; how to report problems with the device and schedule any necessary follow-up
appointments; and how to create an appropriate schedule for wearing the device. Finally,
the supplier must provide tools necessary for the maintenance of the device, such as
cleaning tools.[15]

Follow Up Procedures for Prosthetic and Orthotic Devices: In addition to the general follow
up procedures, suppliers must: (a) have access to a facility that can effectively modify an
orthotics or prostheses and provide follow-up care; (b) solicit feed-back on the treatment from the
beneficiary or caregiver and modify the orthotics or prostheses as necessary; and (c) review
product maintenance procedures with the caregiver and/or beneficiary. In addition, the supplier is
obligated to assist the beneficiary until the device has reached what is determined to be an
optimal level of function and fit in accordance with the patient's treatment plan.

Diabetic Testing Supplies: These supplies include blood glucose test strips, lancets, lancet
devices and glucose control solutions.[16] They can be sent by mail or purchased at a Medicareenrolled supplier storefront that has been accredited to sell diabetic testing supplies. Additionally,
a physician may prescribe a certain mode of delivery or brand if they believe it will help in
avoiding an adverse medical reaction.[17] If the physician choses to do this, the supplier must
make sure the beneficiary has received the prescribed item through either: furnishing the brand
and/or mode of delivery; contacting the physician to find a different brand or mode of delivery and
receive a revised prescription; or aid the beneficiary in finding a supplier that can provide the
beneficiary with the prescribed brand or mode of delivery.[18]

DME FAQs

Do I need a referral from my doctor to receive service from Ambercare Medical Equipment and
Supplies?
It depends on the equipment needed, but in most cases yes. This allows Ambercare Medical Equipment
and Supplies to provide the exact equipment needed and allows the company to bill the insurance for the
service.

Do I have to pick up my medical equipment or can it be delivered to me?

Ambercare Medical Equipment and Supplies offers both pickup and delivery options, in addition to patient
education on all of our products.
I am a Medicare or Medicaid recipient. Does Ambercare Medical Equipment and Supplies work
with these providers?
Absolutely, Ambercare Medical Equipment and Supplies has great relationships with Medicaid and
Medicare. (Due to contractual limitations, some services and items may not be available in some areas.)
As a Medicare/ Medicaid recipient, what are my eligibility requirements to receive services from
Ambercare Medical Equipment and Supplies?
The requirements for eligibility are specific to the equipment or supplies needed. Contact your local
Ambercare Medical Equipment and Supplies location and someone will help you work through those
requirements.
What types of medical equipment does Ambercare Medical Equipment and Supplies provide?
Ambercare Medical Equipment and Supplies is a full service Home Medical Equipment provider.
Ambercare Medical Equipment and Supplies provides oxygen, CPAP, BIPAP, nebulizers, wheelchairs,
walkers, crutches, hospital beds, post mastectomy supplies, and a full line of bathroom products.
Ambercare Medical Equipment and Supplies is continually adding equipment and supplies.
I need respiratory services, does Ambercare Medical Equipment and Supplies provide these?
Ambercare Medical Equipment and Supplies does provide clinical respiratory services. Contact your local
Ambercare Medical Equipment and Supplies location for more information.
I need further instruction in the operation of my medical equipment or my equipment is not
functioning properly, how do I get assistance?
Ambercare Medical Equipment and Supplies is available 24-hrs-a-day, seven-days-a-week, 365-days-ayear for emergency service, if you have questions or concerns with operation of equipment please dont
hesitate to call.
I have questions about billing for my medical equipment and supplies, who should I contact?
Contact your local Ambercare Medical Equipment and Supplies office and they will have they appropriate
billing representative contact you.
Ive been renting my equipment for quite some time now; can I simply buy it outright?
Some insurance plans provide a purchase option to their recipients, others do not. Ambercare Medical
Equipment and Supplies follow the guidelines of the insurance companies. If you desire to purchase
equipment without billing through your insurance company, Ambercare Medical Equipment and
Supplies can do that with an approved prescription from your doctor.

I am done using my medical equipment, what do I do now?

Please call us when your physician discontinues your need for the equipment and we will arrange for
pickup.

Shipments and returns

Your pack shipment
Packages are generally dispatched within 2 days after receipt of payment and are shipped
via UPS with tracking and drop-off without signature. If you prefer delivery by UPS Extra
with required signature, an additional cost will be applied, so please contact us before
choosing this method. Whichever shipment choice you make, we will provide you with a link
to track your package online.
Shipping fees include handling and packing fees as well as postage costs. Handling fees
are fixed, whereas transport fees vary according to total weight of the shipment. We advise
you to group your items in one order. We cannot group two distinct orders placed
separately, and shipping fees will apply to each of them. Your package will be dispatched at
your own risk, but special care is taken to protect fragile objects.
Boxes are amply sized and your items are well-protected.

l I do not want to order online; how else can I place an order:

To place an order via telephone, simply call our customer service line at 888-433-2300 during business
hours. You can also fax your purchase order to: 718-222-4417.

Frequently Asked Questions

AliMed.com Order Questions:
How do I know if AliMed received my order?
After you have placed your order you will see an online order confirmation. This confirms that your
order has been received. In addition, you will receive an order confirmation email from AliMed with
your order summary and confirmation number.

When will my order ship?

Most orders placed Monday-Friday by 3pm EST, are shipped that same business day. AliMed does not
ship or process orders on Saturday or Sunday or on National US Holidays. Orders received over the
weekend or on National Holidays will be shipped promptly on the next business day. Exceptions
include: Drop ship items, which are shipped directly from the manufacturer; Items on back order will ship as soon as

the item becomes available. Delivery dates will vary based on shipping method chosen and delivery location.

What is Quick Order Pad?

Quick Order Pad is a time saving feature to make online ordering on AliMed.com even easier! If you
frequently order certain products, simply add those items to your Quick Order Pad and you will never
have to type the item numbers in again. There are two easy ways to build your Quick Order Pad: 1Click the quick order pad icon on the product page for the item you want to add and select 'Add'. 2 After entering your order, check the option to have the items you just ordered added to your Quick
Order Pad.

What is your back order policy?

If an out-of-stock item is back ordered, the item will be shipped immediately upon receipt from our
supplier.
Can I cancel my order?
Orders are instantly transmitted to the warehouse for shipment and are therefore difficult to cancel
after they are placed. Please contact our customer service department for specific order questions.
Is your site secure?
We understand that you may have concerns about using your credit card to make online purchases. At
AliMed.com, we secure your information with a digital certificate from Verisign, Inc., a leading provider
of Internet trust services. When you enter a secure portion of the website (any page that shows your
account information), you will see a closed lock or a solid key at the bottom of your browser. If you
click on this, a popup window displays our website security information. This certificate is a guarantee
that your account information is being transmitted in a Secure Socket Layer (SSL), the industry
standard 128-bit encryption technology security protocol. All of your account and order information is
encrypted using this secure server for maximum security.

Shipping & Returns Questions:

What are my shipping options?
The following shipping options are available: USPS, UPS Ground Delivery, UPS Next Day Delivery, UPS
2nd Day Air Delivery, FEDEX Next Day Air Delivery. AliMed does not offer Saturday delivery.
How do I return an item?
Click here for Return Instructions Please call Customer Service at 1-800-225-2610. A
Customer Service Representative will provide you with a Return Authorization number and further
instructions.
Are there items that cannot be returned?
We can not accept returns for special order products, custom products, products used for drinking or
eating, hygiene and toileting products, footwear, socks, stockings and foot orthotics. Books and videos
also can not be returned. Certain hazardous products also have restrictions or can not be returned.
Please contact customer service f0or specific product return questions.
What do I do if I receive a damaged shipment?
If you receive a damaged shipment call the carrier and report it. Depending on the value of the
product(s) they may come and do an inspection. The shipping carrier will provide a reference claim

number. Once you obtain this reference claim number contact AliMed customer service and we will
take care of your issue from there. Damaged shipments must be reported within 5 days of receipt.
What if I open my package and find items missing or defective?
We make every attempt to accurately pack and ship your order. Should you receive incorrect,
damaged or defective merchandise, please contact customer service for assistance. Short shipments
must be reported within 5 days of receipt.
What is AliMed's GLN CODE?
Our GLN Number is 0733657000009

Payment & Billing Questions:

Will I be charged Sales Tax?
We apply the applicable US Sales Tax to orders shipped to AZ, IA, MA, MI, NJ, PA, SC, SD, WA, and
WI. If you are a tax exempt organization shipping to one of these states, please supply us with a copy
of your tax exempt certificate. If you are based in another US state, you are responsible for submitting
applicable use taxes directly to your state. If you have a question about Sales Tax please contact your
State Department of Revenue.

What are my payment choices?

We accept Purchase Orders, Visa, MasterCard, Discover and American Express. Checks and money
orders are also accepted.Overdue accounts are subject to a late payment fee of 2% per month,
resulting in an annual rate of 24%.
What about returned checks?
A $25.00 fee will be charged for all returned checks.

I need a copy of my invoice. How do I get one?

Copies of your invoices are available online: paperless customer invoices. You can also call
customer service and provide your order or invoice number and we would be happy to provide you a
copy of your invoice. Note: for credit card orders, we will be happy to fax you a copy of the order as
invoices are not created for credit card orders.

Do you accept purchase orders?

Yes. Though not required, purchase orders are accepted.
When will my credit card be billed?
Your credit card will be billed when your order is shipped. Your charges should appear on your next
credit card statement.
What are your payment terms?
Payment terms are Net 15 to established accounts.
Are you involved in third party billing?
No, You can purchase the item from AliMed.com and then submit our Invoice to your insurance
company for reimbursement.

Do you provide reimbursement codes (HCPCS Codes)?

We do have some suggested HCPCS code suggestions based on publicly available information as a
convenience to our customers. We do not make claims,promises or guarantees as to the availability of
reimbursement for any AliMed or distributed product. It is within the sole discretion of the customer to
determine the appropriate billing code for a product, as well as, whether the use of a product complies
with medical necessity and other documentation requirements of the payor. AliMed accepts no
responsibility whatsoever in this regard.
Does AliMed offer any electronic ordering capabilities?
Yes, AliMed has partnerships with GHX - Global Healthcare Exchange and DSSI Supply Chain
Networkas well as other EDI alternatives
Does AliMed have a GSA contract?
AliMed is an approved GSA vendor Click here for full details on our GSA Contract relationship

Coupon and Special Offer Questions:

Are there any website discount or coupon code restrictions?
Discounts and promotions apply only to in-stock items and are valid on purchases made through
AliMed.com only. No Special Orders will be accepted with a discount or promotion. Discounts apply to
list price only and are not applied to any other specialized customer pricing.Promotional offers cannot
be combined or used in conjunction with other promotional offers. Discounts do not apply to prior
purchases.

Email Questions:
Why am I not receiving emails sent from AliMed?
Your email provider or your company spam filter may be blocking our messages. Please add
AliMed.com as an approved sender to ensure that you receive all emails from us.
Will I receive Spam emails when I sign up with AliMed?
No, AliMed respects and protects your privacy. Click here for our full Privacy Policy.

I do not want to order online; how else can I place an order:

To place an order via telephone, simply call our customer service line at 888-433-2300 during
business hours. You can also fax your purchase order to: 718-222-4417.

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Where does your company ship from:

Our warehouse is located in Brooklyn, NY. However, we drop-ship from our vendors' warehouses
across the 48 contiguous states.

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How long have you been in business:

We have been in business since 1999 operating under our parent company: Med-Plus Medical
Supplies.

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Do you ship to residences:

Yes. We ship to all locations.

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What is the cost of shipping:

Free shipping is available for most orders that are over $100 AND less than 40 lbs. These items
will have the red free shipping icon located near the item description.
Some orders than are over $100 AND over 40 lbs may qualify for discounted shipping. These
items will have the green discounted shipping icon located near the item description.
There are some products that are not eligible for free shipping for various reasons, i.e. items that
are drop shipped, special order products and products from select manufacturers.
Other charges will apply for overnight, bulk/oversized items, shipping to Alaska, Hawaii, US Virgin
Islands, Puerto Rico and International shipping. For more details on our shipping policy, please
click here.

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When will my order ship and arrive:

Most orders received by 1pm EST will be shipped the same day, orders received after 1pm EST
will ship the next business day. All orders received on Friday after 1pm EST will be shipped the
following Monday.
There are exceptions for orders that contain products that are customized. These orders can take
a few weeks to ship and you will be notified via e-mail after your order is placed.

The arrival of your order will vary depending on the product you select and the location of the
shipping address. If in stock, most orders are delivered to you within four to six business days.

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What if I do not want the product after I get it:

You have up to 30 days to return products for a refund or exchange. Please note, for some
products you will incur a re-stocking fee between 15% - 25%, depending on the item returned. The
product must be in the same condition as it was delivered to you.
Please click here for our return policy.
Special order products ARE NOT returnable since the product was customized to your
specifications.

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Who would pay the freight for the return:

Unless the returned items were shipped to you in error, the freight, shipping and/or handling
charges would be your responsibility.

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What forms of payment do you take:

We accept Discover, Master Card, Visa and American Express. Personal and business checks are
accepted. If paying by check, your order will not be processed until the funds are received by
Medex Supply.
Most US Federal, State and Local Governments, as well as Educational and Medical Institutions
can establish Purchase Order Accounts. All purchase orders must be faxed to 718-222-4417.
Please include a contact name with telephone number and e-mail address.
At this time, we do not accept credit or charge cards issued by international financial institutions.
PayPal and wire transfers are available for customers with these cards.

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Do you accept Medicare or other form of Insurance:

Unfortunately, at this time we do not accept Medicare or any other form of insurance. If requested,
we will send you an invoice for you to submit to Medicare or your insurance company.

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Do you sell used medical equipment and supplies:

No. All medical supplies and equipment that we sell are new.

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How can I track my order once it is shipped:

You will receive an e-mail confirmation once your order is shipped that will contain the shipping
carrier and tracking number.