Skip to content Skip to navigation

FAQs

FAQs

FAQs

Breast Pumps

Order a Breast Pump through Insurance

You can order your breast pump anytime during your pregnancy from Edgepark. Follow our simple process to check if you qualify and order now!

Get your questions answered.

Do you have any questions about getting your breast pump through insurance or need an update on your order status? Check out our FAQs section to find answers to commonly asked questions.

You can also speak to one of our Breast Pump specialists, available by phone Monday - Friday, from 8 A.M. to 9 P.M. EST.

Phone: 1-855-504-2099

General
Will my health insurance cover a breast pump?

Under the Affordable Care Act, most insurance plans cover breast pumps, with the exception of some grandfathered plans. When you place your order with Edgepark, we will verify your insurance coverage.

Order
What are the advantages of ordering my breast pump through Edgepark vs. a retail store?
  • Eliminate the hassle: Edgepark handles contacting both your health insurance provider and your doctor on your behalf.
  • Choose the breast pump that's right for you: We offer a variety of options available to each insurance plan.
  • Order anytime: You can place your breast pump order anytime during your pregnancy.
At what point in my pregnancy can I order my breast pump?

You can order your breast pump from Edgepark anytime during your pregnancy and up to one year after birth.

Some health insurance plan policies may dictate when we are able to ship your breast pump. We will hold your order and ship when your plan allows it.

Which breast pumps does Edgepark offer?

Edgepark offers several of the top breast pump brands including Medela, Spectra, Freemie, Ameda, and Lansinoh.

All of the breast pumps in our current offering are listed here.

Do I need a prescription to order?

No, you do not need a prescription when you order your breast pump. Edgepark will work directly with your doctor to acquire your prescription.

How do I order?

Order Online: At Edgepark.com, you can submit an order for your insurance-covered breast pump 100% online, without having to make a phone call!

Order by Phone: If you'd rather place your order over the phone, we're happy to help! Give us a call at 1.855.504.2099 from 8:30 a.m. to 9:00 p.m. EST Monday through Friday.

Quick tip! Make sure to have your insurance card ready when you order.

What does my eligibility date mean?

Some insurance plans allow Edgepark to ship a breast pump at any time during your pregnancy, and others require you to be closer to your due date. The date your insurance plan dictates we can ship your breast pump is called your eligibility date.

For your convenience, you can place your breast pump order through Edgepark at any time and we will hold and ship your breast pump based on your eligibility date.

When will I receive my breast pump after placing my order?

If your insurance plan allows a breast pump to be shipped to you at any time during your pregnancy, please allow 7-10 days after order placement to receive your breast pump.

If your insurance plan has specific guidelines on when we can ship your breast pump, we will send you an email after you place your order with information on when we will process and ship your order.

How much will it cost to ship my breast pump?

Great news! All breast pumps are shipped free of charge directly to your door.

Can I get breast pump accessories and supplies from Edgepark?

Yes! Edgepark offers additional breast pump supplies and accessories online here.

What is Edgepark's Return Policy?

Edgepark is committed to delivering caring and quality service for mothers everywhere. We hope that you're happy with your purchase, but if you need to make a return, please read the following policy.

Edgepark Breast Pump Return Policy:

Edgepark accepts breast pump returns within 30 days of delivery if the seal is intact, the box is unopened and ONLY for the following reasons:

  • You received a different product than originally ordered.
  • The product was not delivered successfully.
  • Other specific instances related to delivery of the breast pump or integrity of the packaging (box or seal not intact, damaged in transit, etc.).

Edgepark will only cover return shipping costs for the above-mentioned reasons.

Due to the nature of the product, returns based on a change in product preference will not be accepted.

How to Return Your Breast Pump:

Step 1: Contact Edgepark Customer Care after receiving the breast pump to initiate a return. Obtain a Return Merchandise Authorization number and the return shipping label.

All returns must be authorized by Edgepark with an RMA (Return Merchandise Authorization) number. This number must be written on the outside of the package when you return it. Returns without an RMA will not be accepted.

Edgepark Customer Care is available at 1-800-321-0591 Monday through Friday from 8:30 a.m. to 5:30 p.m. EST.

Step 2: Ship the breast pump to Edgepark within 30 days of receiving the RMA number.

We recommend using a secure shipping method to send the item, so it can be tracked. We are not responsible for items lost during shipping and cannot process the return until we receive the item.

Step 3: If applicable, Edgepark will issue a refund in the original payment form following receipt of the product, warehouse inspection, and approval of saleable condition.

Orders cancelled after the item has shipped are subject to standard return policies.

Current Orders
Where is my order?

The best way to contact Edgepark about the status of your breast pump order is through Track Orders in your account or call our Breast Pump Specialists at 1.855.504.2099. They are available Monday- Friday from 8:30 a.m. to 9:00 p.m. EST.

Why do I need to confirm my order?

Before we can begin processing your order, we need you to confirm that you still need a breast pump. You are required to do this because you placed your order before the eligibility date dictated by your health insurance plan.

What happens after I confirm my order?

After you confirm, we will begin processing your order. Please allow up to 7 - 10 days for order processing and shipping.

Here's what you can expect next as we process your order:

  1. We Verify Your Coverage

    Edgepark will verify your eligibility and coverage. A representative will contact you if you have a copay or if your insurance is no longer contracted with Edgepark.

  2. We Obtain Your Prescription

    Edgepark will contact your healthcare professional to obtain a prescription.

  3. We Ship your Breast Pump

    Edgepark will ship your breast pump directly to your door.

My breast pump is not working properly. Where do I send it back/how do I get it replaced?

If you have any trouble with your pump, please contact the manufacturer directly. Please note that warranties provided by different manufacturers may vary and warranties may differ for the pump motor versus other parts.

Customer Service by Manufacturer:

Medela:

1-800-435-8316

Monday - Friday, 7:30 a.m. - 7:00 p.m. CST

Saturday 8 a.m. - 12 p.m. CST

Motif:

1-844-272-8390

Monday - Friday, 8:00 a.m. - 5:00 p.m. EST

hello@motifmedical.com

Spectra:

1-855-446-6622

Monday - Friday, 8:30 a.m. - 4:30 p.m. EST

Lansinoh:

1-800-292-4794

Monday - Friday, 8 a.m. - 8 p.m. EST

Freemie:

1-916-339-7388

Monday - Friday, 9 a.m. - 5 p.m. PST

info@freemie.com

Ameda:

1-866-992-6332

Monday - Friday, 8 a.m. - 5 p.m. CST

Ardo:

1-844-411-2736

Monday - Friday, 9 a.m. - 6 p.m. EST

Saturday 9 a.m. - 12 p.m. EST

Live Chat

Unimom:

1-888-662-7159

Mon - Thurs, 9 a.m. - 5 p.m.

Fri 9 a.m. - 3:30 p.m.

Elvie:

929-239-3212

24 hours a day, seven days a week

Spanish language support available Mon-Fri: 4 am to 1 pm ET.

Commercial health providers are now required by law to allow breast pumps as a covered expense for lactating women. There is some variation around co-pays and model availability, depending on your health insurance carrier and plan.

Please note: Not all insurance plans provide coverage for breast pump purchases. It is your responsibility to verify eligibility and coverage with your insurance plan. Edgepark's verification of benefits is never a guarantee of coverage.

Reorder Reminders

What is Reorder Reminders?

Reorder Reminders is a service provided by Edgepark to help ensure you don't run out of supplies. You will be alerted with a text, email, or phone call when it's time to reorder. Your preferred communication method can be managed in your Account Settings within My Account online.

How do Reorder Reminders work?

Based on your last order and typical usage of the product(s), we will let you know that you need to reorder now by using your preferred communication method based on your account settings.

You can then sign-in to your account and view the Reorder Supplies section of My Account. Add all your items to your cart in one click or add only what you need. You can then finish your order by checking out from your cart.

How do I set up Reorder Reminders?

You will receive a reminder about reordering eligible items based on your communication preferences. If you would like to receive a Reorder Reminder via text messaging, make sure that you have enrolled a valid mobile phone number for text message alerts in Account Settings within My Account online. You can set up separate communication preference for Reorder Reminders from your other types of messages.

I received a Reorder Reminder, what do I do now?

It's time to reorder your products or supplies. Sign-in to your account and go to the Reorder Supplies section of My Account. Add all your items to your cart in one click or add only what you need. You can then finish your order by checking out from your cart.

I no longer wish to receive Reorder Reminder messages, how can I stop these messages?

If you no longer wish to receive Reorder Reminder messages, you can turn them off by updating your Communication Preferences in Account Settings within My Account online.

Document Upload

When would I need to submit forms to Edgepark?

There are several instances where you may need to submit forms to Edgepark for us to complete your order. For your convenience, most of these forms are available to download, fill out and then submit online.

The most common forms we may request from you include the following:

  • Patient Consent Form: To allow Edgepark to discuss your order with the necessary parties, such as your health insurance provider, to process payment for your supplies.
  • Health Insurance Portability and Accountability Act (HIPAA): By signing this form, Edgepark is able to discuss your medical subscription with necessary parties, such as your doctor and health insurance provider.
  • Advance Beneficiary Notice (ABN): For Medicare customers, this form may be submitted for several reasons, such as:
    • To confirm that you want to order an item not covered by Medicare by paying out-of-pocket.
    • To confirm that you wish to order supplies that may not be reimbursable through Medicare and so you understand that you may need to pay for these supplies out-of-pocket.
    • To confirm that you want to order supplies other than those provided by your home health nurse and that you will be paying out-of-pocket for those supplies.
  • Physician's Written Order (PWO): To confirm your doctor's prescription and needed supplies. In instances when this form is required, we will contact your doctor and provide the required form, which they will then return to us.
  • Logbook: For people with diabetes, this form is a helpful tool for reporting your blood glucose levels (some health insurance providers require this document).
How do I download a form?

To download forms, go to the My Documents section of My Account, and select the form you need. Click on the form and it should automatically download onto your computer.

How do I submit documents or forms to Edgepark?

To process some orders, we may need some documents from you. These can be uploaded in the My Documents section of My Account. Follow the onscreen instructions to upload your form.

We accept documents up to 10 MB in size and in the following formats: PDF, PNG, JPG, JPEG

What forms can I upload for myself, and what must come from my doctor?

During your online ordering process, you will be prompted as to what forms are necessary to complete your order. For those forms that need to be completed by your doctor, we will notify him or her and provide those forms on your behalf.

What are the rules surrounding diabetes logbooks?

Contact your health insurance provider to ask about specific requirements associated with filling in and submitting your logbook.

Billing and Payment

How much will my supplies cost?

Your cost will depend on your health insurance plan, and any applicable deductible.

If you have Medicare:

Your out-of-pocket expense is 20% of the Medicare allowable. Medicare covers the other 80% for you. If you have a supplemental policy, you may not have any out-of-pocket expenses. Please note: Edgepark does not accept Medicare assignment for some items.

If you have private health insurance:

Your out-of-pocket costs will vary based on your coverage. If you have secondary insurance, or your primary insurance covers 100% of your costs, you may not have any out-of-pocket expenses.

If you do not have Medicare or another private health insurance plan, or the items you need are not covered by your health insurance company:

You can still purchase your medical supplies from Edgepark by paying out of pocket.

Do I need to have both primary and secondary health insurance to get medical supplies from you?

No, you do not need both. Edgepark asks for this health insurance information to ensure that you receive the best supply coverage by your plan(s).

I don't have health insurance; can I still order medical supplies?

Yes, if you do not have health insurance, or the items you need are not covered by your health insurance policy, you may be able to pay out-of-pocket for those items.

What are my payment options?

We accept the following methods of payment:

  • Accepted Online:
    • MasterCard, Visa, Discover, American Express, or debit cards
    • Checking account through our website
    • Flexible Spending Account (FSA) and Health Savings Accounts (HSA) payment cards
  • Personal check or money order can be used to pay on an existing account balance. Please send these to the following address: Edgepark Medical Supplies, P.O. Box 1210, Twinsburg, OH 44087
How do you calculate copay amounts?

Your copay depends on your health insurance coverage. The following are examples of how a copay is calculated. Keep in mind that deductibles may also apply.

If you have Medicare, Edgepark accepts Medicare "assignment" on most items, which means that Edgepark accepts Medicare's allowed reimbursement price for your supplies, instead of our regular, list price. Medicare covers 80% of the allowed price, meaning you must pay the other 20%, which is your copay.

Example:

  • An item has a retail price of $151.32, but the Medicare allowable price is $100.00 (allowable prices vary by state).
  • Medicare will pay 80% of the $100.00 allowable price, which is $80.00.
  • That means that your copay will be 20% of $100.00, or $20.00.
  • If you have a supplemental policy, you may have no out-of-pocket costs.

If you are insured through a private health insurance plan, coverage can be different. In some cases, your health insurance plan might cover the entire cost of your medical supply order, and you will not have a copay. Because Edgepark is an in-network provider for most health insurance plans nationally, you have low out-of-pocket expenses for most supplies.

Here is an example of a copay, for a health insurance plan paying at 90%:

  • The retail price is $58.95, but your health insurance plan has a contracted price for that item of $38.
  • The plan will cover 90% of $38, or $34.20.
  • Your copay will be the other 10%, or $3.80.
  • If you have a secondary health insurance plan, you may have no out-of-pocket costs.
  • Your out-of-pocket costs may differ if you have a deductible that has not been met for the current plan year, or items are not covered, or are excluded.
Can you bill me for an order?

Our policy is to collect any money due at the time of ordering. We will bill you if it is determined that any items ordered were not covered after billing your health insurance.

How can I see the price for an item?

Many factors go into estimating how much you will pay for a product, so we'll need more information about you to be able to give you our best estimated price. You will need to sign in or register to see prices.

Once you've signed in, we will be able to provide you an accurate price based on your health insurance plan and health condition during the checkout process.

My health insurance is changing, can I still order supplies?

Yes, you can still order supplies. You will need to update your health insurance information at the time you are placing or confirming your next order by logging in to your account. Please have your new health insurance card available. Keep in mind that Edgepark will need to contact your new health insurance provider to verify that the information is correct, and that we are an in-network provider.

We will contact you via e-mail or by phone if there are any questions regarding this change. Once your health insurance is verified, we will ship out your supplies as soon as possible.

What does prior insurance approval mean? Why do you need this?

Sometimes, your health insurance provider will cover an item, but they may require us to get approval from them, before we ship the item to you and submit a claim on your behalf. Once we get the insurance approval from your health insurance provider, we will ship you the item.

How can I find out what is covered by my health insurance and how much I can order?

There are several ways you can determine your supply limits. You can:

  • Sign-in to your account and this information will be available during the order process.
  • Existing customers can call an Edgepark Customer Care Specialist to review the information that has been provided by your health insurance or doctor.
  • Contact your health insurance provider directly.
How will I know when I place my order if I'm over the supply limits set by my health insurance?

When you are signed into your account, and your health insurance information has already been verified, you will see supply limits information during the checkout process.

Onscreen prompts will be able to explain:

  • What your supply limits are based on your health insurance provider.
  • Options on placing your order: For example, you can change the number of supplies, delay the delivery date until your whole order can be sent, or pay out of pocket for any supplies that are over your limits.

Customer Service

What number should I call to speak with an Edgepark Customer Care Specialist?

To speak with one of our Customer Care Specialists, please call 1.888.394.5375.

What types of medical supplies does Edgepark carry?

Edgepark has over 40,000 products available for fast delivery. We carry medical supplies in the following categories:

  • Breast Pumps
  • Diabetes
  • Ostomy
  • Wound Care
  • Urological
  • Incontinence
  • CPAP & Respiratory
  • Nutrition & Enteral
  • Home Wellness
What advantages does Edgepark offer over my local pharmacy or medical supply store?

Ordering from Edgepark includes many benefits, such as:

  • Placing orders 24/7 online or by calling in to order
  • Low or no out-of-pocket expenses due to our extensive insurance contracts with over 1,000 health insurance plans
  • We accept Medicare on most items
  • We offer a discount on most supplies not covered by your health insurance plan or Medicare
  • No paperwork - once we have your signed authorization, we'll handle your billing paperwork
  • Industry-leading inventory of over 40,000 items
  • Free delivery on most items to your home within 1 - 3 business days
  • Reorder Reminder service so you don't have to worry about running out of your supplies
  • Linked Account access given with your authorization, so that others can order supplies on your behalf if necessary
Do you have Spanish-speaking Customer Care Specialists?

Yes. Please call our toll-free number at 1.888.394.5375 and you will be prompted to press a number to speak with a Spanish-speaking Customer Care Specialist.

¿Tienen Especialistas de Atención al Cliente que hablan español?

Sí. Puedes llamar a nuestro número de teléfono gratuito, 1.888.394.5375 y pedir ser atendido por un Especialista de Atención al Cliente que hable español.

Are language assistance services available?
Languages services photo
What should I do if I forget my password?

Please provide your e-mail address on the Sign In page and select the option to reset your password. We will send you an e-mail containing a link to reset your password. When you click on that link, you will be asked to answer your security questions to confirm your identity. Once you've answered the questions correctly, you will be prompted to select a new password. With your new password, you will be able to sign in to your account.

What is the ordering process?

For your first order with Edgepark, we'll need to verify your diagnosis and health insurance coverage. We need your doctor's phone number, your diagnosis and your health insurance provider's contact information. You can provide this information by creating an account online or by calling in your order.

Once Edgepark receives this information, we will contact your doctor to verify your prescription along with contacting your health insurance provider to verify policy information. This process may take up to four business days. If we have any questions, we will contact you either via e-mail or by phone. After the verification process is completed, you will receive your supplies in 1-3 business days. You can check on the status of your order by signing in to your online account, anytime.

After your initial order, additional orders usually take less time, if no new products are added. Future orders normally ship within 1-3 business days. For your convenience, Edgepark offers online ordering 24/7 and our free reorder reminder service, Reorder Reminders.

How is Edgepark.com organized?

Our Web site is laid out so that you can find the information you need as quickly and easily as possible. Here is a general overview:

Ordering

  • When you're ready to order, you can find the items you're looking either by using the "Search" box in the upper right-hand corner of the screen or by clicking on one of the health condition supply categories and then selecting the product category you're interested in.
  • Another way to order is by signing in to your account online, located at the top left-hand side of the screen. If you've already created an account online, you'll be able to see your past order history. You can reorder supplies within your online account screen.

Researching products

  • For each health condition supply category - Diabetes, Ostomy, Wound Care, Urological, Incontinence, CPAP & Respiratory, Nutrition & Enteral and Health Wellness, you'll find general information about the health condition and the products you may need.
  • Once you're ready to order, type product descriptions into the "Search" box at the top right-hand corner of the screen.
  • On the product screen, you'll see tabs above the product description that will provide reviews, features and related product information, when available. Some products do not have additional details available at this time.

Accessing your account

  • Type in your e-mail address and password in the boxes at the top left-hand side of the screen to sign in to your account.
  • On your Account Overview page, you'll be able to view past orders, check the status of current orders and much more.
What does it mean that Edgepark is CHAP accredited?

CHAP stands for Community Health Accreditation Program. Companies who receive this accreditation go through a lengthy review process to ensure that they meet CHAP's high standards of excellence in community-based care. Edgepark's accreditation reflects our commitment to quality when it comes to meeting the needs of our customers. In fact, Edgepark has been CHAP accredited since 1999.

Learn more about CHAP

Medicare

General Medicare Questions
Does Edgepark accept Medicare?

Edgepark accepts Medicare on most items. Any applicable coinsurance, copayment, or deductible will apply.

If I have a Medicare Advantage or non-traditional Medicare Health plan, can I still order supplies from Edgepark?

Yes, Edgepark is contract with many of these health insurance plans. We will have to verify your insurance before we accept your order.

I don't have Medicare; can I still order supplies?

Yes. Edgepark is contracted with more than 1,300 health insurance plans nationwide.

What is an Advance Beneficiary Notification (ABN) and why is it required?

If you are ordering a product that may or may not be covered by Medicare for your diagnosis, or you are ordering more than what is allowed, Medicare requires that Edgepark send you an ABN (Advance Beneficiary Notification) to make you aware of potential costs for which you may be responsible.

By signing this document, you acknowledge that you are ordering supplies that may or may not be reimbursed through Medicare. You may also use this document to indicate that you will be paying out-of-pocket for supplies that are not covered under Medicare.

Please note: You can mail, fax or upload the signed ABN to Edgepark to process your order.

Can Edgepark supply Medicare patients with diabetes supplies?

Edgepark does not bill Medicare for diabetes test strips and related supplies. However, Edgepark does bill Medicare for Continuous Glucose Monitoring (CGM) devices and other insulin pump supplies. Contact us to see if you meet Medicare requirements if you need these products.

My doctor mentioned that he's not enrolled in PECOS, will that affect my ability to order supplies?

Yes. Medicare requires that the prescribing doctor be enrolled in the Provider Enrollment, Chain and Ownership System (PECOS) to process his or her patients' claims. If the doctor is not in PECOS, then your claim will be denied for coverage from Medicare. Registration for PECOS is fast and easy and can be completed by your doctor online.

Will I still have to pay my annual deductible and 20% coinsurance?

Yes. If applicable, you will still need to pay your annual deductible and 20% coinsurance.

We carry a full line of supplies for ostomy, insulin infusion, wound care, skin care, respiratory, tracheostomy, incontinence, urological and much more.

For further information on diabetes testing supplies through Medicare:

Call the Medicare help line at 1-800-MEDICARE (1-800-633-4227)

Click here to visit the Medicare Supplier Directory website

Ordering

Adding a Condition and ICD-10
Why do I have to answer so many questions about my health condition(s)?

Edgepark is asking additional questions regarding your health condition(s) so we can serve you more effectively. The more details we gather up front, the greater the likelihood that health insurance billing claims and order processing will go smoothly, without us needing to call you back for more information. This helps us get your order to you more quickly and easily.

Please note, in most cases, you'll only have to answer these questions one time for each health condition. When you re-order your supplies, we'll already have the information on file and most likely won't need to ask you again.

What is ICD-10 and why should it concern me?

ICD-10 is simply the name of the system that you doctor uses to indicate the proper health condition, or diagnosis code, when prescribing medical products and supplies for you.

Why do you keep asking me for information about my wound(s)?

Wounds are handled differently than some other health conditions. For the most part, they are temporary, and their characteristics, like size and texture, and the materials used for treatment, can change as they heal. Most health insurance providers want to see the most recent information about your wounds when we submit billing claims. So even though you have entered wound information before, we'll need to ask again, in order to get updated and accurate information to submit to your insurance company.

Placing an Order
Do I need to set up online access to my account in order to get supplies from Edgepark?

You do not have to to your account to order. If you prefer, you can call us toll-free at 888.394.5375, or fax us at 330.425.4355, Monday through Friday 8:00 am to 9:00 pm EST, Saturday 9:00 am to 3:00 pm EST to place your order

Online access to your account, however, does have several advantages. From your computer you can do the following 24/7:

  • Place your orders and reorders
  • Check your order status
  • View your order history
  • Set up ContinuCare orders and approve, as needed
  • Pay your outstanding balances
  • Make changes to your Web profile, like updating health insurance and doctor information
Do I need to fill out paperwork to get supplies from you?

No. With your permission, Edgepark will handle all your paperwork for you.

What is Edgepark's return policy?

If you have received a product in error, we will replace it quickly. Please call us before returning items to obtain a Return Authorization. Claims for shortages will be honored only when communicated to Edgepark within 48 hours of receipt. Returns for resalable items or incorrect shipments will be exchanged or a full credit issued for the following conditions:

  • The item must be returned within 30 days of shipment date.
  • The item must be unopened.
  • The item must not be expired.
  • The box must be in resalable condition.
  • Edgepark does not accept returns for Nu-Hope products or OPTIONS™ undergarments.
  • Edgepark does not accept returns for insulin pumps, breast pumps or custom orders.

Please contact out Customer Service Department at 1-888-394-5375 for questions about returns.

I place orders over the phone, but I want to access my account online; can I do that?

Yes. You will need your account number (listed on your previous Edgepark invoice packing slip), or the health insurance policy number associated with your account to access your account online. You can to your account by following the online prompts at Edgepark.com. Once you set up your sign in information, you will be able to access and manage your account online, 24/7.

Can I order a product if I have more than a 10-day supply on hand?

Medicare does not permit us to ship supplies to customers who have more than 10 days of supplies on hand, which we are required to ask you by Medicare. However, you can still order those items, and we will ship those items once you have 10 days of supplies on hand based on your current usage.

Will Edgepark send me a confirmation of my order?

Yes. When you place an order, we will e-mail you a confirmation that we have received your order. Once the order has shipped, we will e-mail you with shipping confirmation and the tracking information.

How do I track the status of my order?

To track your orders, you can:

  1. Use the link in the shipping confirmation e-mail to track your order.
  2. to your account, go to "My Order History", and click on the "track" button provided.
What are the reasons that my order might be delayed?

The following circumstances may cause a delay in shipping your order:

  • We needed to verify your health insurance.
  • You ordered something over the limit covered by Medicare or your health insurance plan, and we are waiting for a Physician's Written Order (PWO) form from your doctor.
  • We do not have a current PWO or prescription for one or more of the items that you have ordered.
  • We are waiting for an Advance Beneficiary Notice from you (for Medicare patients only).
  • An item that you ordered needs prior authorization from your health insurance provider.
  • You have a balance due to Edgepark and need to make a payment on your account.
  • Your credit card was not accepted to process your payment.

You will be notified if any of the above situations occur.

Why was my order stopped?

There are several reasons why your order may have been stopped (see: What are the reasons that my order might be delayed? above). Edgepark tries to contact customers whose orders have been stopped 2 times, either by e-mail or by phone, to make needed adjustments to the order. To resume the order, contact Edgepark to resolve the issue associated with your order.

What is Edgepark's Rx Policy?

Doctors, manufacturers, health care professionals or patients may forward a prescription for home medical supplies to Edgepark. Edgepark will contact the doctor's office to confirm and obtain a prescription if needed.

I've already had my order confirmed; why is Edgepark calling me to confirm?

With some health insurance providers, Edgepark is required to contact you to re-confirm your order in certain circumstances. For example, if your order has been delayed during the verification process, your initial confirmation may have expired. If you are enrolled in the ContinuCare service, we may need you to confirm your order by signing into your account, or to confirm by phone before shipping.

Who do I contact if I have questions about an order?

You can to your account 24/7 to verify ordering information. You can also call a Customer Care Specialist at 888.394.5375, Monday through Friday 8:00 am to 9:00 pm EST, Saturday 9:00 am to 3:00 pm EST.

Can someone else create an order for me?

Yes. Spouses, siblings, parents, adult children or any other individual who is coordinating the medical care needs for someone else can order supplies on your behalf by setting up Linked Accounts.

Health care providers such as nurses, home health care aides and others who are part of an individual's health care team, and who are trained and employed within the health care profession, may also be allowed to order supplies on your behalf.

To authorize a Linked Account, there are certain forms that you and the individual who will be ordering on your behalf will need to download, complete and submit.

Learn more about setting up a Linked Account.

Shipping and Returns

Shipping
What are Edgepark's shipping costs?

Most orders are shipped directly to you at no cost, in plain, discreet packaging to ensure your privacy. You may incur shipping costs if you use a premium service.

Edgepark's shipping costs:

  • Standard Ground: Free
  • Second-Day Air: $24.00
  • Next Day Air: $26.00
Do I have to pay for shipping?

Most orders are shipped directly to you at no cost, in plain, discreet packaging to ensure your privacy. You may incur shipping costs when requesting:

  • C.O.D.
  • Premium shipping (Next Day Air, Second Day Air and Next Day Saturday)
  • Orders shipped to Canada
  • If you're not billing the item(s) through your health insurance, you may pay shipping costs if the order is not over $35.
What is C.O.D.? Is there an additional charge with C.O.D.?

C.O.D. stands for "cash on delivery." When using this service, FedEx requires a money order or a check upon delivery; cash will not be accepted. Please note: There will be a charge of $12.50 for using the C.O.D. option.

Does Edgepark ship to P.O. Boxes?

Yes. Orders shipped to P.O. boxes are shipped via U.S. Priority Mail.

How will Edgepark ship my order?

Because we want to ensure that you will have your supplies as soon as possible, we will select the most efficient shipping for you. We use a variety of carriers such as FedEx, UPS, USPS or other local services. All orders shipped to P.O. Boxes will be shipped via U.S. Priority Mail.

Does Edgepark ship internationally?

Edgepark only ships to the United States at this time.

Can I have my order shipped to a location other than my home?

Yes, you can have an order shipped to an alternate location. However, some health insurance providers have guidelines in place that may affect our ability to fill your order if you are shipping to an alternate location. This information will be noted on your online order. Or, your Customer Care Specialist may alert you to these restrictions when you call in to place your order.

Returns
What is Edgepark's return policy?

Edgepark accepts returns of most new, unopened items for a refund or exchange within 30 days of the shipment date. To make a return or exchange, please contact Customer Care at 1.800.321.0591 to obtain a Return Merchandise Authorization (RMA) number.

Returns are subject to the following criteria:

  1. All returns must be authorized by Edgepark before receipt with an RMA written on the outside of the package. Returns without an RMA will not be given credit.
  2. Items must be received within 30 days of issuing the RMA.
  3. Return shipping is the responsibility of the customer. We recommend using a secure shipping method to send the item so it can be tracked. We are not responsible for items lost during shipping and cannot process the return until the item is received.
  4. Credits will be given after receipt of product and warehouse inspection and approval of saleable condition. Refunds will be issued in the original form of payment used to purchase the item.

Orders canceled after the item has shipped are subject to standard return policies.

A product is not returnable if:

  1. The packaging is not in resaleable condition (written on, opened, safety seal broken, not in original packaging).
  2. The item is expired or will expire within 180 days.
  3. The item is food or nutritional item.
  4. The item is considered bath safety equipment (e.g. shower chair, shower bench, transfer bench, tub rails, walkers, scales or toilet seats.)
  5. The item is a special/custom order item (e.g. custom support belts, custom pouches.)
  6. The item is considered a hygiene-related product, including but not limited to, stockings/hose, hernia belts, Options™ undergarments.

Specialty devices are subject to manufacturers' return policies. These items include, but are not limited to, the following; breast pumps, range of motion, lymphedema, airway clearance, light therapy, speech-generating, bone growth, INR, erectile dysfunction, pleural drainage, insulin pump, continuous glucose monitor, and Omnipod® products.

Defective, Missing or Incorrect Items

Immediately upon receipt, please inspect the package contents to make sure they meet your expectations and match the packing slip. We apologize for any discrepancies, shortages or damaged items. Please contact us within 48 hours (2 days) of receipt for an RMA number. Products must be returned to Edgepark within 30 days of receipt. Your order will be corrected as quickly as possible.

Account Setup and Management

Why does Edgepark ask for both primary and secondary health insurance information?

To ensure that you receive the maximum coverage allowable under both your primary and secondary health insurance plans, Edgepark records this information in your account and verifies the information with your health insurance providers.

The Web site shows that my health insurance is "unverified". What does that mean?

Edgepark is in the process of verifying your health insurance. You do not need to do anything. We will contact you if we have any questions.

My health insurance has changed; can I make that change online?

Yes. To make changes to your health insurance information, sign-in to your account and navigate to the Insurance, Doctors and Health Conditions section. You will need to remove the health insurance plan and add it again with the new information. It may take 48-72 hours to verify the changes to your health insurance information so you can place orders. We will contact you either via email or by phone if we have any questions regarding this change.

Why does Edgepark need my doctor's information?

Edgepark needs to have your doctor's information so that we can verify your prescription and receive confirmation to dispense your supplies in the quantities ordered. Having this information helps speed up the ordering process - we take care of all the paperwork required by your health insurance provider, so you don't have to.

Please note: Some doctors require that the patient bring in a copy of the Physician's Written Order for the doctor to fill out, instead of receiving it from Edgepark.

Why does Edgepark need my health insurance information?

Edgepark needs your health insurance information to verify that we can provide supplies under your plan coverage and medical supply limits. With this information, we're able to contact your health insurance provider on your behalf to make your ordering process as easy and fast as possible. We will also bill your health insurance provider on your behalf for your medical supplies.

My spouse/partner/child and I share the same e-mail address and we both need to order supplies from you. Can we create one account?

Due to privacy rules and regulations, as well as for billing purposes, each Edgepark patient needs to have his or her own, unique email address and account. However, you can authorize an individual (other than a health care professional) to order on your behalf.

Health Insurance Marketplace

At Edgepark, we work with Medicare and over 1,300 private health care plans to provide medical supplies to our customers. We strive to offer unparalleled customer service when it comes to the ordering process. We understand that due to ongoing changes in the health care industry, our customers may have questions about their coverage.

If you have a policy through the Health Insurance Marketplace, chances are, we have you covered. These questions and answers may help address your concerns. You'll need to update your health insurance information when you place or confirm your next order online. Just go to the health insurance section under My Account during checkout, or call 1-888-394-5375.

What is the name of the new health care law?

The new health care legislation that became law on March 23, 2010 is called the Patient Protection and Affordable Care Act (PPACA). You might also hear the law referred to as the Affordable Care Act, ACA, Health Insurance Marketplace, Health Insurance Exchange or Obamacare.

How does the health care law benefit me?

The health care law offers several new rights and benefits to consumers, including:

  • Provide free preventative care
  • End lifetime and yearly dollar limits on coverage of essential health benefits
  • Require insurance companies to cover people with pre-existing health conditions
  • Create a Health Insurance Marketplace where individuals, families and small businesses can purchase health coverage

Answer are taken in part from: https://www.healthcare.gov/how-does-the-health-care-law-protect-me/

I'm thinking of enrolling in health insurance through the Health Insurance Marketplace. Will that affect my ability to obtain supplies through Edgepark?

In most cases, if you are changing health insurance, you're still covered with Edgepark. We are in network with Medicare and over 1,300 private health plans, many of which participate in the Health Insurance Marketplace.

I just enrolled in a health insurance plan through the Health Insurance Marketplace - how can I determine whether I can still order with Edgepark?

When you are ready to place your next order with your new health insurance, give us a call at 1-888-394-5375. A customer care specialist will review your health insurance information with you. Chances are, we still have you covered. You may also update your health insurance information through your online account.

My health insurance/policy is changing; can I still order supplies?

Yes, you can still order supplies. You'll need to update your health insurance information when you place or confirm your next order, either by going online to My Account or by calling 1-888-394-5375. Please have your new insurance card available. Keep in mind that Edgepark will need to contact your new health insurance provider to verify we are an in-network provider.

If I don't have health insurance, can I still order medical supplies?

Yes. For those who do not have health insurance, Edgepark offers a discount off retail price on nearly all items.

Will changing health insurance delay my order or ContinuCare™ cycle?

In most cases, changing health insurance providers does not delay your order processing. Keep in mind that Edgepark will need to contact your new health insurance provider to verify we are in-network. Orders cannot be processed until the health insurer verifies your coverage.

What happens if I order an item that is not covered by my health insurance provider?

If your health insurance does not cover the items or quantities you would like to order, Edgepark offers discounts of 20% or more on most items.*

*Amount of discount depends on our contract with your insurance plan. Medicare users may have to fill out an Advance Beneficiary Notice.

Is my product choice affected if I switch to a health insurance plan from the Health Insurance Marketplace?

Edgepark carries an extensive selection of medical supplies - nearly 40,000. While your products covered by your insurance plan will vary based on our contract with your health insurer, an Edgepark Customer Care Specialist can work with you to determine your coverage and payment options accordingly.

Using Edgepark.com

What are the advantages of accessing my account online?

By setting up online access to your Edgepark account, you can:

  • Place your orders and reorders 24/7 from your home computer
  • Manage your communication preferences - including Reorder Reminders
  • Check your order status
  • View your order history
  • Pay your outstanding balances
  • Make changes to your account, such as your address, health insurance and doctor information

If you are an existing customer and place your orders by phone, you can still set up online access to your account and take advantage of these features.

Is my information secure?

Yes. Edgepark is committed to safeguarding your online privacy and has taken steps to protect the information you share with us. Edgepark ensures the integrity of all credit card transactions with the most secure encryption technologies available today. Also, we have managerial procedures in place to help maintain the accuracy of your information. We will make a sincere effort to respond to your requests to correct personal information inaccuracies in a timely manner.

In accordance with standard practices, we highly recommend that you keep your username and password confidential. We do not sell or rent personal information to third parties, and it is our policy to only share it with outside organizations that work on our behalf and that agree to maintain your privacy.

What information do I need to provide to set up online access to my account and to get supplies?

If you have never placed an order with Edgepark and would like to create an account online, you will need the following information:

  • Your name, address, date of birth and phone number
  • The information listed on your health insurance card and any secondary or supplemental insurance information, including policy or identification number, group number and insurance plan's phone number
  • Your health condition
  • Your doctor's name and phone number, or that of the doctor treating your health condition
  • A valid email address

If you are an existing Edgepark customer, setting up online access to your account is even easier. You'll need:

  • Your account number (listed on your invoice packing slip from previous Edgepark orders), or the insurance policy number that is associated with your account
  • A valid email address
How can I contact Edgepark for help using the website?

For questions about our website, you can:

  • Review our Frequently Asked Questions online
  • Submit your question via e-mail
  • Call our Web Help Desk for technical issues at 1.888.394.5375 ext. 3350, Monday - Friday, between 8:30 am to 5:30 pm EST.

Text Messages/ SMS

Enrollment
What is SMS?

SMS is an acronym for Short Message Service. It is the worldwide standard for communicating textually between cell phones.

Is there a cost for text messaging?

There is no cost to enroll in the text messaging service provided by Edgepark. Any text message fees you have tied to your mobile phone plan may be applicable. Please contact your mobile carrier if you have questions about your phone plan.

I did not receive my text to enroll. What should I do?

Sometimes mobile carriers will block our text messages from reaching you. We send all texts from a number called a short code. Our short code is 94017. Please contact your mobile carrier and ask them to remove the block on short code 94017 immediately. Then contact customer service to resend your enrollment text. You should now be able to receive our texts.

Error Messages
I get an error message when I respond to your messages. What should I do?

Please reply to the message using only the commands you are trying to send. For instance, if you are trying to enroll, please send only the letter Y when you respond.

I replied 'Thanks' or 'OK' to a notification and got an error message.

All our messages are sent using automated technology. Not all our messages expect a response. That's why you may see an error message. The error is not related to your order status. Sign into your account on edgepark.com to check your order status at any time.

Opt-out
How do I stop receiving text messages?

To opt-out from receiving text messages at any time, text STOP to 94017

I accidentally sent STOP; how do I re-enroll?

Don't worry! You can re-enroll by signing into your edgepark.com account and updating the Text/SMS Message setting on your Profile & Password tab.