FAQs
1. Shipping
Domestic Dispatch:
Typically, products are shipped within a timeframe of 1 to 2 business days and are sent using the United States Postal Service (USPS).
Please note that transit time may experience some delays due to rough weather.
2. Return Policy
In the event that the product is damaged during shipment, kindly capture a photo and send it to us via email at contact@medicalsuppliesandservices.com.
If you are not satisfied with the product, please reach out to us within 7 days of receiving it. Please note that only unused, undamaged, and original condition items are eligible for a return.
Customers are responsible for covering the shipment costs for returns.
3. Rental Process
- How long does it take for delivery? Can I request faster delivery?
We offer same-day deliveries with white glove service. Alternatively, we can schedule the delivery at a time and place convenient for you, even if it's a hospital or a hotel.
At the end of the rental period, or earlier if necessary, we will pick up the medical rental equipment from the location you specify.
- Will I receive operating instructions for the medical rental equipment?
Yes. Upon delivery, you will be provided with instructions and a demonstration on how to use the medical rental equipment. We want to ensure that you are able to use the knee caddy effectively once the delivery is complete. If you find that it's not suitable for your needs, please contact us immediately so we can arrange a more suitable solution.
- What should I do if I need to return the medical rental equipment because it doesn't suit my needs or I'm unable to use it?
We strive to provide you with a flawless and suitable product. However, if you encounter any issues, please contact us immediately.
If you request a replacement within three days of the initial rental date, you will be responsible for the transportation cost of the replacement equipment ($35).
In case you wish to cancel the order after receiving the rental equipment, you will be responsible for the transportation cost to and from your location ($65).
- How can I confirm my booking?
You can confirm your booking either by phone or through the checkout process on our website. Please include the start date and preferred time in the message box on the checkout page.
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What happens if the rental equipment stops working or has a malfunction during my rental period?
We will promptly replace the rental equipment at no additional charge to you within 24 hours. -
Do you provide delivery of wheelchairs, knee walkers, and electric mobility scooters to convention centers, hotels, and airports?
Yes, we offer delivery services to convention centers, hotels, and airports. We will arrange a specific meeting point at your preferred location to deliver the medical rental equipment.
4. Insurance
Q. Does insurance cover mobility equipment and other assistive devices?
A. Certain insurance companies may provide coverage for the rental or purchase of medical equipment, either fully or partially.
To determine whether your insurance company offers reimbursement for a specific product, it is necessary to contact them directly. Please note that we are considered an out-of-network provider with insurance carriers.
Since insurance plans vary, the following steps can be taken to verify coverage:
- Obtain the diagnosis code(s) from your doctor, which identifies your injury or surgery. Your doctor's office can provide this
- Familiarize yourself with the insurance code for the desired medical
- Dial the phone number located on the back of your insurance
- Speak with a representative and provide them with the product's HCPC code to inquire about coverage under your
- Determine the extent or percentage of coverage, if
- Inquire about any specific requirements for coverage, such as renting versus purchasing or utilizing an in-network
5. Reimbursement
When it's time to request reimbursement, please send the following three documents to your insurance company:
- Final bill: This should include the product code and
- Letter of medical necessity: We will email you this letter, which must be filled out and signed by your
- Prescription: Your physician will also provide you with a prescription. Please ensure that the doctor includes the product and diagnosis on the
Submit all these documents to your insurance company and regularly follow up with them.
Handling your claim personally significantly improves your chances of receiving reimbursement from your insurance company.
6. General FAQs
- How do I place an order for a mobility device or equipment rental?
You can place an order for a rental by visiting our website or contacting our customer service team. Simply select the desired mobility device or equipment, provide the necessary details, and proceed with the rental process.
- What is the rental duration and how are the rental charges calculated?
The rental duration depends on your specific needs and can range from daily to weekly or even monthly. Rental charges are calculated based on the duration of the rental period and the type of equipment you choose. -
What types of mobility devices and equipment do you offer for sale and rental?
We offer a wide range of mobility devices and equipment including wheelchairs, walkers, electric mobility scooters, crutches, rollators, knee scooters, hospital beds, lift chairs, and more. Please check our website or contact us for a detailed list of available products. - Can I rent a mobility device or equipment for a short-term period, such as a week or a few days?
Yes, we offer short-term rentals to accommodate your needs. Whether you require a mobility device for a few days, a week, or longer, we can provide flexible rental options to suit your requirements.
- How can I determine the appropriate size or specifications for a mobility device?
Our team of experts is here to assist you in determining the appropriate size and specifications for your mobility device. You can provide us with your height, weight, and any specific requirements, and we will guide you in choosing the most suitable equipment for your needs.
- Do you offer delivery and pickup services for rented equipment?
Yes, we provide delivery and pickup services for rented equipment. Our team will ensure that the mobility device or equipment is delivered to your desired location and arrange for its pickup once the rental period is complete.
- What happens if the mobility device or equipment I rented gets damaged or malfunctions?
In case of damage or malfunction, please inform us immediately. Depending on the situation, we will either repair or replace the equipment as quickly as possible, ensuring that you have the necessary mobility assistance throughout the rental period.
- Are there any requirements or restrictions for renting a mobility device or equipment?
While renting a mobility device or equipment, we may require some basic information from you, such as identification and contact details. Additionally, we may have certain age restrictions or specific terms and conditions that you need to comply with. Our customer service team will guide you through the rental process and provide all the necessary information.
- Do you provide any instructions or user manuals for operating the mobility devices?
Yes, we provide instructions and user manuals for operating the mobility devices or equipment. When delivering the rented equipment, we will ensure that you receive all the necessary information and guidance on how to use it safely and effectively.
- Can I purchase extended warranties or insurance coverage for the mobility devices or equipment?
Yes, we offer extended warranties and insurance coverage options for the mobility devices and equipment we sell. These additional services provide added protection and peace of mind. Please inquire with our customer service team for more details on warranty and insurance options.
- What is the cost and What is included in your ‘White Glove’ Delivery Service?
Cost for White Glove Delivery: $300
Cost for Inside/Garage Delivery: $150
Our White Glove Delivery Service goes beyond just dropping off the equipment. It is a premium service designed to provide you with a hassle-free experience. When you choose our White Glove Delivery Service, our trained professionals will deliver the mobility device or equipment to your specified location.
Our team will not only handle the delivery logistics but also take care of the setup and installation process. They will ensure that the equipment is properly assembled, adjusted, and ready for immediate use according to your specific needs and preferences.
Additionally, our professionals will provide you with a comprehensive demonstration of how to safely and effectively operate the mobility device or equipment. They will take the time to answer any questions you may have and make sure you feel comfortable and confident using the equipment.
In some cases, the White Glove Delivery Service may also include the removal of any packaging materials or old equipment, ensuring a clean and organized setup.
With our White Glove Delivery Service, our goal is to provide you with a seamless experience, saving you time and effort while ensuring that the equipment is set up and ready to use, right from the moment of delivery.
- What is included in your ‘In-House Delivery’ Service?
Our In-House Delivery Service is designed to provide convenience and flexibility by bringing the mobility device or equipment directly to you. When you choose our In-House Delivery Service, our dedicated team will handle the entire delivery process, ensuring a smooth and efficient experience.
Our trained professionals will deliver the mobility device or equipment to your specified location, whether it's your home, office, or any other preferred address. They will carefully transport the equipment, taking measures to ensure its safety and protection throughout the delivery process.
Once the equipment is delivered, our team will provide basic instructions on how to set up and use the device. While it may not include the full setup or installation service like our White Glove Delivery, our professionals will still offer guidance and answer any initial questions you may have about operating the equipment.
Please note that the specific details and scope of our In-House Delivery Service may vary depending on the type of equipment and your location. Our customer service team will provide you with all the necessary information and coordinate the delivery based on your requirements.
