F.A.Q.s

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 contact us.
For the Web Help Desk, 1-800-860-8027, x4350 or contact us.

Top F.A.Q.s

What's the latest I can place an order and receive same-day shipping?
Independence offers same-day shipping from all eight 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 Medical offer free shipping?
Yes, Independence Medical will pay for Ground Services shipped directly to customer facilities for orders that exceed $250 -This excludes enteral products and formulas, cleaning solutions, gloves, DME products, bulk incontinence items and all Home Delivery Shipments.

What products does Independence carry?
Independence carries over 40,000 items from more than 700 manufacturers. 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?
Independence offers disposable medical supplies from more than 700 manufacturers.

Whom do I contact to request a printed catalog?
For a free copy of our printed catalog, you can call us at 1-800-860-8027 to speak with a customer service representative or complete our catalog request form.

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New Customers

How do I create an account?
To set up an account with Independence Medical, please call 1-800-860-8027 to speak with one of our sales representatives. For a credit application, download our Credit Application (HTML) / Credit Application (PDF). Complete page one, review the Terms & Conditions on page two, and sign and fax back to us at 330-963-6516.

I have an Independence account, but how do I log in to the Web site?
Contact the Web Help Desk at 1-800-860-8027 x4350 from 8:30 a.m. - 5:30 p.m. EST Monday through Friday or contact us.

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, and sign and fax back to us at 330-963-0750.

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Web Site-Related Questions

Whom can I contact with Web site questions?
Contact our Web Help Desk at 1-800-860-8027 x4350 from 8:30 a.m. - 5:30 p.m. EST Monday through Friday or contact us.

What will I have access to with an indemed.com log-in?
Search our entire inventory, look up your contract pricing, order with a few clicks, track orders, manage drop ship accounts, get invoices and reports, and more.

How do I get a Web site log-in?
If you are an Independence customer, contact the Web Help Desk at 1-800-860-8027 x4350 from 8:30 a.m. - 5:30 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. - 5:30 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 log-in 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. - 5:30 p.m. EST Monday through Friday or contact us.

How often do I have to change my password?
Every six months, you will be prompted to change your password. Passwords must be at least seven (7) characters, with at least one (1) letter and one (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 or schedule Web site training.

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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.

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Shipping & Returns

Does Independence Medical offer free shipping?
Yes, Independence Medical will pay for Ground Services shipped directly to customer facilities for orders that exceed $250*. This excludes enteral products and formulas, cleaning solutions, gloves, DME products, bulk incontinence items and all Home Delivery Shipments.

*Independence Medical may adjust shipping rates for any customer, including shipping rates set forth in any customer purchase agreement(s), for any reason upon delivery of at least 14 days notice.

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 eight 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 your backorder 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?

Our Return Policy

Independence Medical will only accept product returned within 90 days from the date of purchase. Products must be returned 6 months prior to date of expiration. All returns will be charged a restocking fee. Returns will not be accepted on special-order items, insulin pumps or vendor drop ships.

Each return must include a Return Authorization Number. Unsolicited returns and returns without a Return Authorization Number will be charged a processing fee. All returns must be returned in original packaging and must be in the same unit of measure as originally purchased. Returns are subject to inspection by Independence Medical. No credit will be issued for product that we determine cannot be resold.

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. Please write the Return Authorization Number on a prepaid shipping label. You may also purchase a call tag by calling Customer Service at 1-800-860-8027.

Any product shortage or shipping errors must be reported to our Customer Service Department within 48 hours from receipt of the order.

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Threshold Delivery

What is threshold delivery?
An optional delivery service in which shipments are brought inside the first door of the address and delivered to a dry area within the customer's home.

*The service does not include set-up, installation, assembly, or debris removal.

Is there a fee for threshold delivery?
The cost is $10.00 per order.

Does the service include unpacking and put away my supplies?
Drivers will only bring in your package to the first available dry area of the home. They will not unpack and put away your supplies.

Is this service available everywhere?
Threshold delivery is available with select regional carriers out of our OH, NJ, IL, and TX facilities. FedEx and UPS do not provide threshold delivery service.

Does my customer need to do anything to ensure delivery?
No. Delivery drivers will knock / ring the doorbell and wait 1-2 minutes for the patient to answer the door. The driver will then bring in the package(s) to a dry area within your home.

Will this delay my shipment?
If you are not home at the time of delivery or are unable to answer the door, the driver will leave your package in a safe location.

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Payment & Terms

Where can I find the complete Terms & Conditions?
The complete Independence Medical Terms & Conditions of the sale of our products can be found in our Credit Application (PDF).

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, and sign and fax to us at 330-963-0709.

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, contact our Sales Representatives at 1-800-860-8027 or contact us.

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Drop Ship Services

Independence Medical can significantly reduce your costs associated with receiving, inventorying, picking, packing and processing your orders with our drop ship services. We can ship medical supplies under your company's name directly to your patients, providing you with access to more than 40,000 items in stock, without inventorying a single product, allowing you to focus your time and effort on growing your business more profitably. Contact an Independence Medical Sales Representative to learn more about our drop ship services at 1-800-860-8027 or contact us.

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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.

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Medicare Guidelines

Medicare has specific guidelines, or limits, for certain medical supplies. There are several ways to find out what those limits are and the proper documentation for required coverage. For the most up to date information click here Medicare or contact your Independence representative at 1-800-860-8027.

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Unit of Measure

What is a Unit of Measure item?
An item that can be purchased in varying packaged quantities such as an 'Each', 'Box' or 'Case'. Each Unit of Measure associated with the item offers a different amount of product, yet all sizes now have the same Item Number.

For example, a Foley Catheter item has two Units of Measure: an 'Each' and a 'Case'. The 'Each' contains 1 catheter and the 'Case' contains 12 catheters.

How do I use the new Unit of Measure functionality?
Shop as normal but enjoy the ability to select a Unit of Measure (where available) on the QuickView window or the Product Details page. Hovering over a selector box will display the corresponding pricing and description, and clicking the box will select your preferred Unit of Measure for purchase.

Overview:
  • Hover over a selection box to view pricing information for each available Unit of Measure
  • Click a selection box to choose a Unit of Measure. Your selection will then confirm by displaying near the Quantity field, verifying your selection
  • Click 'Add to Cart' to add your selected Unit of Measure to the Shopping Cart
How will I know if an item is available in multiple Units of Measure?
Items with multiple Units of Measure are offered in Each, Box, Case, Package or Pallet. These are denoted by the 'Sold By' label on the QuickView window or product detail page when 2 or more Units of Measure are offered.

Which Units of Measure are available on Independence Medical?
Each, Box, Package, Case and Pallet.

How do I change a Unit of Measure in the Shopping Cart?
You can modify the Unit of Measure Items added to the Shopping Cart before checking out. Visually, this will be indicated by a link in the 'Sold By' column. Click the link to open a QuickView window where you can make a new selection using the same functionality as described above. After making a selection, click 'Update' to save and return to the shopping cart.

Note: If an item does not have a linked Unit of Measure, it is available in only one Unit of Measure and no link will be present in the 'Sold By' column.

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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.