Medline at home, Frequently Asked Questions

Medline at Home, Frequently Asked Questions

How do I change my account’s default billing and shipping addresses?

In “My Account” the system appears to be forcing the “Default Billing Address” and the “Default Shipping Address” to be the same. So if you change one the other also changes.

Please click on “Address Book” or “Manage Addresses” and you will be able to add “Additional Address Entries” using the “Add New Address” button. During Checkout on the “Shipping” page the “Default Billing/Shipping Address” and “Additional Addresses” are presented for your “Shipping Address”. Once confirmed and you are moved to the “Payment” page you will then need to uncheck “My billing and shipping address are the same.” This will provide a dropdown with all “Address Book Addresses” and you can select from those or provide a new address.

You can set up a separate" Billing and Shipping address in the cart, but you can’t set it in the “My Account” addresses section.

This can be very confusing and we apologize for this inconvenience. We are working to resolve this issue.

How will my credit card be authorized and charged?

When you place an order, our company contacts the issuing bank to confirm the validity of the payment method. The authorization will appear as from “Medline Industries” on your statement. This is not a charge. The funds will only be collected once your items have shipped from our warehouse.

 We do accept debit cards; however, because authorizations may hold additional funds on a debit card account, we do recommend using a credit card for purchases, if possible. If you have used a debit card for your purchase, your bank reserves the funds until the transaction processes or the authorization expires, but this is not an actual charge. We do not collect funds on an order until it ships from our warehouse. If the authorization on your card does expire before the order has shipped, your card will automatically be reauthorized to maintain the validity of the payment method. Medline is not responsible for any overdraft charges.

 Some items may ship separately, and so you may see split charges on your statement.

 Once your order has been completely shipped and the charge has been processed, the authorization will be removed from your account according to the policies of your bank. To inquire about an authorization on your statement after the complete charge has processed, contact your bank to clarify how long authorizations are held for online orders.

 

Do I have to pay sales tax?

You will pay sales tax based on the tax at the ship location. Tax is estimated on our website at order checkout and subject to change. Exact taxes will be calculated and determined once your order fully processes. Restrictions to HI and AK may apply.

How can I find out if an item is covered by my insurance?

For questions regarding insurance coverage, please call Medline’s Homecare Department at 866-356-4997, weekdays 7am-6pm CST.

Notice to Medicare Beneficiaries: This website conducts cash sales only. If you are Medicare beneficiary and YOU ELECT TO PURCHASE any Medical equipment or supplies from this website then you will be personally and fully responsible for payment. Medline will not submit claims or collect payment for orders placed on this website.

Medicare, Medicaid, and/or other insurance companies may pay for some of the items on this website. If you believe an item on this website may be reimbursable through your insurance policy or coverage and you would like to place an order using your insurance for payment, please call 866-356-4997 (Option #1)

 

I need a price quote/freight quote.

Medline at home offers a selection of Medline products that are available to individuals for purchase using a personal, taxable credit card. Orders are placed online by the customer, and any pricing that is listed on the website would be what is charged to the customer’s credit card entered at checkout.

Pricing is subject to change. If you are interested in any additional services, custom pricing or terms, we recommend looking into creating a Medline business account. Please call Medline customer service at 800-633-5463 for more information.

Can I ship internationally?

We regret that Medline at home is not able to ship outside of the United States. We apologize for any inconvenience! If you would like to set up an international business account with Medline, please call Medline customer service at 800-633-5463 and an agent will be happy to direct your call.

Can I cancel or make changes to an order after it has been submitted?

We, unfortunately, cannot guarantee that an order placed on Medline at home can be canceled or changed after it has been submitted online. However, if you find that you need to try to make a change after you have submitted an order, please call our customer service team as soon as possible during our normal business hours (855-441-8737, weekdays 8am-5pm CST) and we will gladly attempt to make any adjustments if possible at that time.

Please note that orders may begin processing immediately if all items are available, including orders placed after our normal business hours.

Please feel free to call our customer service team with any questions before submitting your order. For orders that are unable to be changed or canceled as requested, please see the Medline at home Return Policy.

How do I order a breast pump through insurance?

For information on how to order a breast pump through insurance, please call Medline’s Care Centrix team at 833-718-2229, 7am-6pm CST.

I want to order a part for a wheelchair/bed/walker or other DME (Durable Medical Equipment) item.

Medline at home offers some DME parts online. If you do not see the part you need, please contact customer service at 800-633-5463. Bed pendants and other accessories should be ordered by contacting the organization through which the bed was originally obtained. 

I don’t see the Medline item I’m looking for on Medline at home/I have a question on an item.

Our customer service team will be happy to help you find what you are looking for, and be reached by phone at 1-855-441-8737, or by email at athome@medline.com, weekdays 8am-5pm CST. 

Don’t see your question here? Contact Us!

 

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