Patient Tools FAQ
Frequently Asked Questions
Q. How do I order from CCS Medical for the first time?
A. The simplest way is to click the "NEW PATIENT" link in the top navigation bar or the "GET STARTED" button on any product page on this website. There you will find a brief form to complete which will start the process of becoming a CCS Medical customer. (Or you may call us at 1.888.MEDICAL.)
Q. How do I reorder?
A. Most returning patients may simply click the "REORDER" button on this website, which will take you to the secure CCS Medical Patient Portal. There you may access your account or set one up. Based on your supply needs, your doctor's treatment plan, and your insurance requirements, we will set up a customized shipping schedule, as well as reminders, to help make sure you never have to worry about running out of supplies.
Wound Care Patients: A Customer Care Representative will contact you approximately one week before you are due for a re-supply to discuss your needs. You may also call or email us directly.
Q. How does CCS Medical ship my supplies?
A. We use the services of United Parcel Service of America (UPS) and the U.S. Postal service. There is no cost for shipping. Please note that expedited shipments will be authorized on a case by case basis, and in some cases, may be partially paid for by the customer.
Q. How long does it take to receive my supplies?
A. Generally, 2 to 3 days.
Q. How much will my supplies cost?
A. You may pay by check, either mailed in or by phone, or by using a major credit card. There are several payment plans available as well.
Q. What kinds of insurance do you accept?
A. Please see our Understanding Insurance page.
Q. What happens to my shipment when weather conditions affect the mail?
A. To ensure that you have the best chance of receiving your shipment during a natural disaster, inclement weather or emergency, CCS Medical has several distributions centers located across the United States. We have the ability to reroute shipments to reduce any delay in receiving your supplies. In the event you must relocate during this time, please notify us of your location to ensure timely receipt of your order.
Q. Can I return an item? What is your return policy?
A. We want our customers to be 100% satisfied. If you need to return an item for a replacement, our Customer Care Representatives are happy to assist you. To ensure that your return is processed correctly, please follow these guidelines: Call CCS Medical as soon as possible to request a Return Authorization. A Return Authorization is required in order to properly refund or credit your account. Returns are not accepted after thirty (30) days from the date of service indicated on your shipping slip.
- Products must be unused, unopened and in their original packaging.
- Defective or discontinued products will be replaced or repaired, based on the manufacturer's policy.
- Special orders are not returnable.
- In order to qualify for refund or credit, the total quantity shipped of a particular item must be returned. Partial returns are not accepted.
- Prescription medications cannot be returned for refund or credit. If you ever have a question or concern about your prescription medications, contact our pharmacy immediately.
In order to properly credit or refund your account, you must follow these return guidelines and we must receive the products back within the thirty (30) day period.
Where required, products sold or rented by CCS Medical carry a manufacturer's warranty. CCS Medical pledges to honor all manufacturers' warranties, as required by law. CCS Medical will also, pursuant to the Medicare Supplier Standards, repair or replace, free of charge, Medicare-covered equipment provided to Medicare beneficiaries that is under warranty. In addition, CCS Medical will provide to Medicare beneficiaries an owner's manual with warranty information for all durable medical equipment, where such manual is available.
This policy is subject to change at company discretion.