Our business analysts have worked jointly with your account rep to determine optimal timing to transition your account to Independence Medical. All accounts will be transitioned by the end of October. Look for additional communications specific to your transition date.

If you have an active account with Independence Medical, please continue to use your current Independence Medical account number to place orders.
If you are new to Independence Medical, instantly retrieve your Independence Medical account number with the Account Lookup Tool.

• Orders by phone: 1.800.860.8027, option 2
• Orders via fax: 330.963.6516
• Orders via web: Log In or Learn How Here
• Orders via EDI: Contact your sales rep if you have not already received communication.

No, your sales representative will remain the same and will have access to all of your account information and history.

Yes, please see samples of these documents:

Ordering online at Indemed.com gives you the flexibility of placing your orders 24 hours a day 7 days a week and provides additional benefits including:

• Real-time inventory status
• Savings notifications on select items
• Choose your ship date by scheduling future orders
• Setup recurring orders with our Supply Management program

Please choose the scenario that best applies to you:

• I have never logged in at Indemed.com but I have logged in to the former ISG website
• I have never logged in at Indemed.com or the former ISG website
• I have an existing account with IM and have logged in before at Indemed.com
• I am not sure if I have ever logged in at Indemed.com or the former ISG website before

You will need to know your IM account number, find it with the Account Lookup Tool

• I have never logged in at Indemed.com but I have logged in to the former ISG website:
  • Use your IM account number as the Account Number and use your email address as both the user name and password.
    
    
    
    
• I have never logged in at Indemed.com or the former ISG website:
  • Has anyone at your company logged in to your IM account at Indemed.com?
    • Yes
      Please contact the account administrator at your company to create your log in.
      
      
    • No
      Use your IM account number as the Account Number, User Name and Password.
      This user is the account administrator and will be able to set up additional users for your account.
      
      
      
• I have an existing account with IM and have logged in before at Indemed.com
  • Continue to use your same IM account number, username and password.
  
  
• I am not sure if I have ever logged in at Indemed.com or the former ISG website before:
  • Please call 1-800-860-8027 or use the online form to contact us.

• Many reports you currently receive via email will now be available right off the website. You can find these by logging into your account on indemed.com and clicking on Reports in the Manage Account tab in the red navigation bar.
• You will have access to 12 months of order history, including orders placed to the former ISG business.

ISG item numbers have changed to fit within the IM item number format. There may be more than one IM item number associated with the original ISG number due to different units of measure. For this reason an item cross-reference list is available to help you find the items you need.

Click to download: ISG/IM Cross-Reference

Proof of Delivery (POD) documents for orders placed in the ISG ordering system will continue to be delivered by fax or email.

POD documents for orders placed in the Independence Medical ordering system will only be available online at Indemed.com.

POD documents can be downloaded individually by order or by multiple orders at one time while logged in to your account at Indemed.com

Multiple and Individual download options are available on the following pages:

• Proof of Delivery *NEW* - Search for, view, and download individual or multiple POD documents with our enhanced service.
   
• Order History - Access the individual POD documents for the last 50 orders placed on your account.
   
• Order Search - Search for orders to individually view and download POD documents and other order information.
   
• Order Details - All available POD documents display per tracking number listed on the order details page - *Go to an order details page by clicking on the order number or confirmation number within Order History or Order Search results.

For detailed instructions view our Proof of Delivery User Guide!

Yes, after your migration, please note the important changes listed below for customer service and ordering contact numbers:

• Online ordering will be available only at www.indemed.com . Orders will no longer be accepted on the former ISG website.
• Going forward, you will still have the same sales representative.
• NEW Customer Service phone number – 800.860.8027
• NEW fax number – 330.963.6516
• Additional information and resources can be found at Transition Center.

• 8:30 a.m. to 7:30 p.m. EST, Monday – Friday
• Order cut-off times are 5:15 p.m. EST, 4:15 p.m. local time in all other time zones.

All products, with the exception of special-order items, can be returned for 100% credit without any obligation if returned within 30 days of purchase. Product returned after 30 days of purchase will be charged a 15% restocking fee, with the exception of Enteral Formula, which will be charged a 25% restocking fee. Returns will not be accepted on special-order items. Independence Medical will only accept product returned within 90 days from the date of purchase. Enteral Formula must be returned within 90 days of purchase and six months prior to its expiration date.

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.

We're excited to improve service levels and your transaction experience through our many order process enhancements. You will see several key benefits to working with Independence Medical, including:

• Later cut off times
• A large nationwide distribution network providing better transit times
• Improved reporting availability and capabilities
• Broader product portfolio offering thousands of products from hundreds of vendors
• Expanded Online Ordering benefits at www.indemed.com
  • Real-time inventory status
  • Savings notifications on select items
  • Choose your ship date by scheduling future orders
  • Set up recurring orders with our Supply Management program

Independence Medical offers same-day shipping from its 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.

No. Independence Medical does not have any minimum order amounts, providing you just-in-time inventory solutions.

Yes. Independence offers free ground shipment on most orders of more than $250 (excluding enteral products, cleaning solutions, gloves, milk, DME products and bulk incontinence items).

Independence carries 40,000 items from more than 500 manufacturers. Visit our Products page to learn about the product categories that we carry or Search our Catalog to find a specific product.

Please feel free to contact our Customer Service Department at 1.800.860.8027, option 2 or contact us.

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.