Shipping policy

This Shipping Policy explains how Express Medical Supply LLC (“Express Medical Supply,” “we,” “us,” or “our”) processes and ships patient supply orders.

  1. ORDER REQUESTS AND APPROVAL

Submitting an intake form, eligibility request, product selection, or other information does not guarantee insurance coverage or create an approved order.

Before an order can be released for fulfillment, we may need to:

• Verify insurance eligibility and benefits;
• Confirm that Express Medical Supply serves the patient’s state and insurance program;
• Obtain a valid prescription, Standard Written Order, medical records, prior authorization, or other required documentation;
• Confirm medical necessity and applicable coverage criteria;
• Verify product selections, quantities, sizing, and shipping information; and
• Receive any required patient or caregiver confirmation.

We will contact the patient, caregiver, healthcare provider, or health plan if additional information is needed.

  1. PROCESSING TIME

Once all applicable insurance, documentation, authorization, and order requirements are complete, approved orders are normally released for fulfillment within one to three business days.

Business days do not include weekends or federal holidays. Processing may take longer if information is incomplete, coverage requires additional review, products are unavailable, or circumstances outside our reasonable control affect fulfillment.

Processing time is separate from carrier transit time.

  1. SHIPPING CHARGES

Express Medical Supply generally provides standard shipping for approved patient orders without a separate shipping charge to the patient.

We do not guarantee expedited delivery. If a nonstandard shipping service would result in a patient charge, the charge will be disclosed and agreed to before the service is arranged.

  1. SERVICE AREA

Insurance-covered orders are shipped only to locations within states and programs that Express Medical Supply is authorized and able to serve.

Our service area may vary based on licensing, insurance participation, payer requirements, product availability, and fulfillment capabilities. Verification of eligibility does not necessarily mean that an order can be shipped to every location.

We currently ship only to valid patient delivery addresses within our approved service areas. Certain carriers or products may require a physical street address and may not be deliverable to a post office box.

  1. DELIVERY AND FULFILLMENT

Orders may be shipped directly by Express Medical Supply or by an authorized third-party fulfillment partner or distribution center.

Delivery times vary based on the destination, carrier, weather, product availability, holidays, and other circumstances. Any delivery date or tracking estimate is an estimate and is not guaranteed.

Orders may arrive in more than one package or on different days when products are fulfilled from different locations.

  1. TRACKING INFORMATION

When tracking information is available, it may be provided by email, text message, telephone, a patient communication platform, or another approved communication method.

Tracking information may take time to update after an order is released to the carrier.

  1. SHIPPING ADDRESS RESPONSIBILITY

Patients and their authorized caregivers are responsible for providing a complete and accurate delivery address and promptly notifying Express Medical Supply of any changes.

Please contact us as soon as possible if an address needs to be corrected. Once an order has entered fulfillment or has been transferred to the carrier, we may be unable to redirect or recover it.

Express Medical Supply is not responsible for delays or failed deliveries caused by incorrect, incomplete, outdated, or inaccessible delivery information. We will nevertheless make reasonable efforts to help investigate and resolve delivery issues.

  1. DELIVERY DELAYS AND PRODUCT AVAILABILITY

Orders may be delayed because of:

• Insurance or authorization requirements;
• Missing prescriptions or medical documentation;
• Product shortages or backorders;
• Carrier disruptions;
• Severe weather or natural disasters;
• Holidays;
• Address-verification problems; or
• Other circumstances outside our reasonable control.

If an ordered product is unavailable, we may contact the patient or caregiver to discuss an appropriate covered alternative. We will not knowingly substitute a materially different product without appropriate review and communication.

  1. LOST, MISSING, DAMAGED, OR INCORRECT SHIPMENTS

If an order is lost, missing, damaged, incomplete, or incorrect, contact Express Medical Supply promptly at 1-866-270-3322 or info@expmedsupply.com.

Please retain the packaging and products while we investigate. We may request photographs, tracking information, lot numbers, or other details reasonably necessary to work with the carrier, manufacturer, distributor, or health plan.

If tracking shows that a package was delivered but it cannot be located, please check the delivery area, other household members, neighbors when appropriate, and any building office or package-storage location before contacting us.

Replacement eligibility depends on the circumstances, applicable insurance requirements, carrier findings, product availability, and federal or state rules.

  1. RESUPPLY ORDERS

Resupply timing and quantities are determined by applicable medical necessity, prescription terms, payer rules, program limits, patient confirmation, and product eligibility.

Previous shipments do not guarantee future coverage or shipment. Patients and caregivers should promptly report changes to insurance, address, healthcare provider, product needs, hospitalization status, living arrangement, or eligibility.

We do not intentionally ship supplies beyond applicable coverage limits or before an order is eligible for replenishment.

  1. CONTACT US

Questions or delivery concerns may be directed to:

Express Medical Supply LLC
Phone: 1-866-270-3322
Email: info@expmedsupply.com
Website: https://expmedsupply.com