Managing Your Supplies with Ease
Getting the right medical supplies on time each month is essential to managing your condition with confidence and dignity. This page will guide you through how to easily reorder your supplies and share the process for returning a product that isn’t accurate, ensuring you always have what works best for you.
Notifying HCD If You Have Any Changes
Our goal and commitment is to ensure you have the right product, the right amount, and the right fit or comfort to meet your specific needs.
- Address Changes
If you address changes, please call us at 800-565-5544 as soon as possible to ensure your next order arrives at the appropriate location. - Insurance Changes
If your insurance coverage or policy changes, it’s critical to notify HCD at 800-565-5544 right away. In some cases, new paperwork or a physician’s order may be required before we can process and ship your next order, and this can take time to complete. The sooner we know, the faster we can secure any necessary documentation to prevent delays. Each year, when your health plan renews or you switch to a new one, updated paperwork is required before we can ship your order. This ensures you receive the right products covered by your plan to meet your medical needs. - Change in Condition/Need
If your condition or supply needs change, please contact us immediately. We’ll work with you to reassess your needs and update your products accordingly.
If you experience changes such as weight fluctuations, discomfort with your current product, or if your supplies aren’t working as expected, let us know as soon as possible. We’ll discuss available options to ensure you continue receiving the best fit for your needs.
We’re here to support you. Call us at 800-565-5544.
Reordering Supplies
We have several easy ways for you to reorder your supplies. Each month or on a 90-day cycle depending upon your order frequency, you will receive a notification by phone, text or email, depending on your preference, that it is time to confirm your next supply order.
This notification lets you know that your next medical supply order is soon available for shipping in the next 10 days or less.
You can easily confirm and release your next order for shipment by phone, text, or via a personalized HCD Customer Account. If you don’t have an account already, setting one up is quick and easy. Call us to set your account up, it will only take a few minutes.
We need your confirmation before we are allowed to ship your order.
Important Note: Due to the nature of some conditions, certain medical supplies may require a call from our team each month to process and ship your order.
When Can I Reorder Supplies?
Most insurance plans cover one order of supplies per month. This means that your next order will be available to ship one month after your last delivery. We’ll notify you about the next order ten days before it is available to ship.
To view current, future or previous orders, log into your online HCD Account. If you don’t have an online account, call us to set one up.
How Do I Reorder Supplies?
By Text:
- Text START to 98685 to begin this service option.
- When an order is eligible to ship, we’ll send you a link via SMS text message to the cell phone number provided to us. *
- Click on the link in the text message to go to a confirmation screen to approve your reorder.
- Verify your information and press “confirm.”
Note: Standard message and data rates may apply. Message frequencies may vary.
*You must have texting enabled to receive texts from HCD. You will receive several texts each month to remind you to reorder and to share your order status once it is shipped.
Online
- Visit hcd.com/account and enter your username and password.*
- Click on “My Orders” and select “Available Orders.”
- Select the order you need, answer the questions and click “Confirm.”
* Your username and password are created when you first signed up with HCD. If you do not have a username or password, you can create one quickly by calling us at 800-565-5544. If you forgot your password, you may reset it at hcd.com/account.
By Phone
- Call us at 800-565-5544, Monday-Thursday 8am-7pm, ET, Friday 8am-6pm, ET.
- We’ll confirm the supplies you need and verify your information.
- Once completed and all required paperwork is current, your order will be shipped.
Our Return Policy
At Home Care Delivered, we are committed to providing the highest level of customer care and stand by the quality, cleanliness, and sterility of every product we offer. However, we understand that there may be occasions when a product needs to be returned.
Return Eligibility
We accept returned items for a full refund or credit if they meet the following criteria:
- Returns must be made within 30 days of the original order date.
- Items must be unopened and in their original manufacturer packaging, including all accessories, manuals, brochures, and manufacturer documentation.
- The product’s sterile seal and retail packaging must be intact.
Note: Due to the sensitive nature of healthcare products, we cannot issue a refund or credit for any item where the original retail packaging or sterile seal has been broken. If you suspect a problem with your order, please call us at 800-565-5544 before opening the product to avoid receiving a non-refundable item.
How to Return a Product
- Call our Returns Department at 804-545-4530 between 8 AM – 5 PM ET, Monday – Friday.
- We will arrange for the product to be picked up within 7-10 business days.
- If a replacement is needed, we will ship it at no cost to you within 24 hours of your call. Your replacement order should arrive within 1-3 business days.
Product Approval & Exchanges
If you approve your product for shipping as is, request a product that is not recommended by your specific condition and product manufacturing specifications, or do not inform us of medical or physical changes, we will work with you to update your next order accordingly. However, we will not be able to exchange your current order, as it may require new paperwork or a physician’s order.
For any questions or concerns, please contact us at 804-545-4530. We’re here to help!
Rental Policy
Some Medicare inexpensive or routinely purchased durable medical equipment items may be available for either rent or purchase.
There is a purchase option for capped rental durable medical equipment, as defined in Sec. 414.220(a).
Please note: Currently, items provided by Home Care Delivered (HCD) are not available for rent.
Product Information
Product Training and Special Needs
Should you need additional instruction on any product or supply you received from us, please call us and let one of our knowledgeable and caring customer representatives help you.
- Not for Resale
Products or samples provided to you by Home Care Delivered are intended for your use only. State and federal regulatory requirements forbid the reselling of these products.
Medicare Equipment Warranty Information
Any equipment sold or rented by our company carries a manufacturer’s warranty. We notify all Medicare beneficiaries of the warranty coverage and that we honor all warranties under applicable law. Our company will repair or replace, free of charge, Medicare-covered equipment that is under warranty. In addition, an owner’s manual with warranty information will be provided with all durable medical equipment where this manual is available. Information regarding the proper use of your supplies and warranty information, if applicable, is located inside the original manufacturer packaging. Please take the time to read this material carefully. If your supplies/ products do not include the manufacturer’s instructions, please call us and we will help you get the instructions you need.
Medicare Capped Rental and Inexpensive or Routinely Purchased Items Notification for
Services on or after January 1, 2006
I received instructions and understand that Medicare defines the ____________________that I received as being either a capped rental or an inexpensive or routinely purchased item.
For Capped Rental Items:
- Medicare will pay a monthly rental fee for a period not to exceed 13 months, after which ownership of the equipment is transferred to the Medicare beneficiary.
- After ownership of the equipment is transferred to the Medicare beneficiary, it is the beneficiary’s responsibility to arrange for any required equipment service or repair.
- Examples of this type of equipment include: Hospital beds, wheelchairs, alternating pressure pads, air-fluidized beds, nebulizers, suction pumps, continuous airway pressure (CPAP) devices, patient lifts, and trapeze bars.
For Inexpensive or Routinely Purchased Items:
- Equipment in this category can be purchased or rented; however, the total amount paid for monthly rentals cannot exceed the fee schedule purchase amount.
- Examples of this type of equipment include: Canes, walkers, crutches, commode chairs, low pressure and positioning equalization pads, home blood glucose monitors, seat lift mechanisms, pneumatic compressors (lymphedema pumps), bed side rails, and traction equipment.
- I select the:
Purchase Option : _______________________ Rental Option: _______________________
Beneficiary Signature: ________________________________________ Date: ______________