Help
For answers to the most frequently asked questions, please click on a category on the left. In addition, our Customer Service Representatives are available 8:30 a.m. - 8 p.m. EST, Monday through Friday at 1-800-860-8027.
Top FAQs
Is contract pricing available?
Yes, Independence Medical offers volume discount pricing. Please complete the Create an Account
form to set up an Independence account, or contact our Sales Representatives at 1-800-860-8027 or
contact us.
What are the cut-off times for same-day shipping?
Independence offers same-day shipping from all five U.S. distribution centers. Orders placed before 5:15
p.m. EST (4:15 p.m. in all other time zones) will be shipped same day, pending credit approval.
Are there any minimum order requirements?
No. Independence does not have any minimum orders, providing you just-in-time inventory solutions.
Does Independence offer free shipping?
Yes. Independence offers free Ground shipment on most orders over $250 (excluding enteral products, cleaning
solutions, gloves, milk, DME products and bulk incontinence items).
What products does Independence carry?
Visit our Products page to learn about the product categories that we carry, or Search our Catalog to find a specific product.
What if I can't find a product I'm looking for?
Please feel free to contact our Customer Service Department at 1-800-860-8027, option 2 or contact us.
Which manufacturers does Independence carry?
View our Manufacturers for a complete list.
Whom do I contact to request a printed catalog?
Complete our catalog request form.
New Customers
How do I create an account?
Please complete the Create an Account form to set up an Independence account, or contact our Sales
Representatives at 1-800-860-8027 or contact us.
I have an Independence account, but how do I log in to the Web site?
Contact the Internet Support Center at 1-800-860-8027 x4350 from 8:30 a.m. - 5:00 p.m. Monday through Friday
or contact us.
I have an Independence account and would like to start a credit account with Independence Medical.
Download our Credit Application (HTML) / Credit Application (PDF). Complete page one, review the Terms
& Conditions on page two, sign and fax back to us at 330-963-6516.
Our business is tax exempt. Does Independence have a tax exempt form?
Download the Tax Exemption Certificate (PDF) form.. Complete page one, review the Terms
& Conditions on pages two through four, sign and fax back to us at 330-963-0750.
Web Site Questions
1-800-860-8027 x4350
What will I have access to with an indemed.com log-in? Search our entire inventory, lookup your contract pricing, order with a few clicks, track orders, manage drop ship accounts, get invoices, reports and more.
How do I get a Web site log-in? If you are an Independence customer, contact the Internet Support Center at 1-800-860-8027 x4350 from 8:30 a.m. - 5:00 p.m. EST Monday through Friday or contact us. If you are not an Independence customer, please first complete the Create an Account form.
Does Independence offer individual trainings for indemed.com? Yes! Please contact us to schedule Web site training.
Help! I forgot my username and/or password. Click here, type your e-mail address, and we will automatically e-mail you your username and password. If you have any questions, contact the Web Help Desk at 1-800-860-8027 x4350 from 8:30 a.m. – 5:00 p.m. EST Monday through Friday or contact us. (Note: If you did not provide us with an e-mail address when you set up your log-in, we will not be able to send your login information.)
I keep trying to log-in with my username and password, and it’s not working. What is the problem? For security reasons, if you log-in incorrectly five times or more, your account will be locked. To reset your account, contact the Web Help Desk at 1-800-860-8027 x4350 from 8:30 a.m. – 5:00 p.m. EST Monday through Friday or contact us.
How often do I have to change my password? Every 90 days, you will be prompted to change your password. Passwords must be at least 7 characters, with at least 1 letter and 1 number.
Can I create additional log-ins for others in my company? Yes, go to Modify Profile, and scroll to the bottom of the page to the Log-in section. Click on the red "Add a Log-in" button.
Where can I find a Web site instruction manual or help guide? Download our Internet Help Guide (PDF) or schedule a Web site training.
Whom can I contact with Web site questions? Contact our Web Help Desk at 1-800-860-8027 x4350 from 8:30 a.m. – 5:00 p.m. EST Monday through Friday or contact us.
Ordering
Independence Medical supports orders via Internet, phone, fax, EDI and other nonstandard electronic formats. Our goal is to make order processing as efficient and cost effective as possible for our customers. To learn how we can save you money on order processing, contact your Sales Representative at 1-800-860-8027 or contact us.
Shipping & Returns
Does Independence Medical offer free shipping? Yes, Independence offers free Ground shipment on most orders over $250 (excluding enteral products, cleaning solutions, gloves, milk, DME products and bulk incontinence items).
What are your shipping options? Independence Medical can provide premium shipping services including Next Business Day, Second Business Day and Third Business Day. Charges for shipping services other than Ground will be added to the invoice.
What are the cut-off times for same-day shipping? Independence offers same-day shipping from all five U.S. distribution centers. Orders placed before 5:15 p.m. EST (4:15 p.m. in all other time zones) will be shipped the same day pending credit approval.
What is the back order policy? Our fill rates are among the highest in the industry. However, we occasionally experience out-of-stocks on some merchandise. It is our policy to pay freight on back orders (excluding enteral products, cleaning solutions, gloves, milk, DME products and bulk incontinence items).
What is the return policy? Product can be returned for 100% credit if returned within 30 days of purchase without any obligation. Product returned after 30 days of purchase will be charged a 15% restocking fee. Independence Medical will only accept product returned within six months from the date of purchase. Additional charges may apply for product returned after 90 days from date of purchase.
All returns must be returned in original packaging and are subject to inspection by Independence Medical. No credit will be issued for product that we determine cannot be resold.
Any product shortage or shipping errors must be reported to our Customer Service Department within 48 hours from receipt of the order.
Product returned for credit should be sent prepaid to:
Independence Medical
Attn: Returns
1810 Summit Commerce Park
Cleveland, Ohio 44087
Each return should include a return authorization number. Please call our Customer Service Department at 1-800-860-8027 to obtain a return authorization number. Please have the invoice number and date of purchase available when calling. Independence Medical can send a call tag for an additional charge.
Payment & Terms
Where can I find the complete Terms and Conditions? The complete Independence Medical Terms and Conditions of the sale of our products can be found in our Credit Application (HTML).
How do I set up a credit account with Independence Medical? Download our Credit Application (PDF). Complete page one, review the Terms & Conditions on page two, sign and fax to us at 330-963-6516.
What are the standard terms? Standard terms are net 30 days from invoice date after Credit Application has been approved.
What are the payment options? Visa, MasterCard, American Express, Diners Club, personal check with approved Credit Application, and C.O.D. Customer's check for C.O.D. orders will be accepted if Independence Medical has accepted the bank reference supplied by Customer. Please call 1-800-860-8027 for all other payment options (C.O.D. is not available for drop ship orders).
Is contract pricing available? Yes, Independence offers volume discount pricing. Please complete the Create an Account form to set up an Independence account, or contact our Sales Representatives at 1-800-860-8027 or contact us.
Are there minimum order requirements? No. Independence does not have any minimum orders, allowing you just-in-time inventory.
Does Independence offer free shipping? Yes, Independence offers free Ground shipment on most orders over $250 (excluding enteral products, cleaning solutions, gloves, milk, DME products and bulk incontinence items).
Our business is tax exempt. Does Independence have a tax exempt form?
Download the Tax Exemption Certificate (PDF) form. Complete page one, review the Terms
& Conditions on pages two through four, sign and fax back to us at 330-963-0750.
Drop Ship Services
Contact an Independence Medical Sales Representative to learn more about our drop ship services at 1-800-860-8027 or contact us.
Security & Privacy
What is Independence Medical’s privacy policy? Independence is strongly committed to safeguarding your online privacy and has taken steps to protect the information you share with us. We ensure the integrity of all ordering and profile transactions between you and Independence with the most secure encryption technologies. Furthermore, we have managerial procedures in place to help maintain the accuracy and completeness of your information. We will make a sincere effort to respond to your requests to correct information inaccuracies in a timely manner. In accordance with standard practices, we highly recommend that you keep your username and password strictly confidential.
Under no circumstances will we share your company or patient information with other interested parties without your express consent. Furthermore, under no circumstances will we contact your patients without your express consent.
Medicare Guidelines
These are the suggested limits under Medicare Part B, updated 01/01/08. Please note that the usage of these items may vary based on the physician's prescription and the patient's condition. These guidelines are subject to change.
Medicare Part B carries a $135.00 deductible with 80% coverage on most items.
Should you have any Medicare questions after reviewing the guidelines below, please feel free to call your Independence representative at 1-800-860-8027.
Medicare Guidelines for Ostomy Products
Provision of ostomy supplies should be limited to a one-month supply for a patient in a nursing facility and a three-month supply for a patient at home.
 |
|
| Stoma Caps | 31 per Month |
|
|
| Ileostomy/ Urostomy Pouches, One- or Two-Piece Drainable | 20 per Month |
|
|
| Closed-End Pouches | 60 per Month |
|
|
| Irrigation Bag | 1 every 3 Months |
|
|
| Irrigation Sleeve | 4 per Month |
|
|
| Skin Barrier Paste | 4 oz. per Month |
|
|
| Night Drainage Bottle | 1 every 3 Months |
|
|
| Night Drainage Bag | 2 Per Month |
|
|
| Appliance Cleaner | 16 oz. per Month |
|
|
| Skin Barrier Prep Wipes | 150 every 6 months |
|
|
Medicare Guidelines for Diabetes Products
Please note that Medicare will pay for a three-month supply of glucose testing supplies for patients at home.
|
|
| Blood Glucose Monitors | 1 every 5-7 years |
Home blood glucose monitors are covered if:
|
|
|
Voice Module The voice module is covered if the patient meets the standard criteria of a blood glucose machine as stated above, and if the patient's physician certifies that he or she has a visual impairment severe enough (i.e., best corrected visual accuity of 20/200 or worse) to require the use of the voice module. |
|
|
|
| Test Strips (patients being treated with insulin injections) | 100 per Month |
|
|
| Test Strips (patients not being treated with insulin injections) | 100 every 3 Months |
|
|
| Lancets (patients being treated with insulin injections) | 100 per Month |
|
|
| Lancets (patients not being treated with insulin injections) | 100 every 3 Months |
|
|
| Alcohol Wipes | Not Covered |
|
Note: Per Medicare guidelines, insulin treated means that the patient is receiving insulin injections to treat their diabetes. Insulin does not exist in an oral form and therefore patients taking oral medications to treat their diabetes are not insulin treated. |
|
|
|
Medicare Guidelines for Urological Products Please note that Medicare will pay for a one-month supply of urological products for patients at home.
|
|
| Indwelling Catheters (Foley-Type) | 1 per Month |
|
When a specialty indwelling catheter or an all-silicone catheter is used, there must be documentation of the medical necessity for that catheter rather than a straight Foley-type catheter with coating. |
|
|
|
| Insertion Tray | 1 per Month |
|
|
| Urinary Bedside Collection Systems: | |
| Bedside Drainage Bag | 2 per Month |
| Urinary Leg Bag, Vinyl | 2 per Month |
|
|
| Intermittent Catheterization: | |
| Clean, Nonsterile Catheterization | 200 per Month |
| Sterile Technique | 1 for Each Episode of Covered Sterile Catheterization |
Intermittent catheterization using the sterile technique is covered when:
|
|
|
|
| External Male Catheters | 35 per Month |
|
|
| External Urethral Clamp/Compression | 1 every 3 Months |
|
|
PPS
The Balanced Budget Act of 1997 required consolidated billing of all home health services while a beneficiary is under a home health plan of care authorized by a physician. Consequently, payment for all such services will be made to a single home health agency (HHA) overseeing that plan. The home health agency prospective payment system (HHA PPS) became effective October 1, 2000.
For more information on HHA PPS, please see your DMERC Web site.
Disclaimer
Independence Medical and Independence Medical Mfr. cannot guarantee the accuracy of HCPCS codes and Medicare Allowable/Guidelines that appear on this Web site. Independence Medical and Independence Medical Mfr. are not responsible for claims or liabilities that may result from the use of this information. HCPCS codes and Medicare information listed on Indemed.com are intended for Medicare use only. Information displayed may not apply to Medicaid, HMOs or private insurance plans.
Contacts
For Customer Service, 1-800-860-8027, option 2, or contact us.
For Sales, 1-800-860-8027 or contact us.
For Billing, 1-800-860-8027, option 3, or contact us.
For the Web Help Desk, 1-800-860-8027 x4350 or contact us.
