ATTENTION: Answers to Customer’s Frequently Asked Questions on COVID-19Read More

COVID-19 Frequently Asked Questions

Edgepark is open and processing orders at this time.  

Our Edgepark team is continuously monitoring developments regarding the impact of COVID-19 and will provide updates here. We are committed to supporting our customers and ask that you consider the following options before you call.

Utilize Edgepark.com to place orders, reorder supplies, and check shipment status. If you do not have an online account, visit our registration page to enroll using the customer's last name, date of birth, and account or insurance policy number.

Enroll in email and text message order communications via My Account, Profile & Password to get reorder reminders, new order status emails and shipment notifications.

For more informations on Edgepark's response to COVID-19 review the Frequently Asked Questions below or visit Edgepark's COVID-19 page.

  • Yes, our manufacturing, customer service, and distribution center employees are mission-critical and will remain working. We are making every effort to ensure customers continue to receive supplies with no disruption.
  • Unfortunately at this time Edgepark cannot fulfill supply orders above a customer’s prescription, authorization or plan allowable. We have been advised that insurance plans will not authorize supplies ordered in excess of approved prescriptions, authorizations, and plan allowables. We are actively in communication with insurance plans to understand any policy changes.
  • If your doctor’s office is closed due to COVID-19 impacts, the Edgepark team has modified our typical processes in accordance with State and Federal guidance to best support our customers.
  • Yes, we will accept virtual / phone telemedicine evaluations with a physician’s office to assist in fulfilling orders.
  • No, we currently do not offer face masks or other personal protective supplies.
  • Yes, we service thousands of products made by a large number of manufacturers in many different areas throughout the world. We are actively partnering with all manufacturers to understand and minimize potential impact of supply challenges for all products we carry.
  • We are doing due diligence in the warehouse and operations space to ensure our team members remain healthy. Supportive policies are in place to encourage team members to stay home when feeling sick. Additional cleaning services are scheduled, and protective supplies are deployed to our teams. We are limiting points of encounter by keeping only employees and partners necessary for operation in the building. Our delivery partners are also implementing measures to limit touchpoints for drivers, therefore limiting touchpoints for our teams.
  • Should a member of our team test positive for COVID-19, we are prepared to follow CDC guidelines. The employee will be sent home for recovery. Our facility will be closed for thorough cleaning, at which time distribution services will be supported by other locations in our network where possible.
  • Our team meets daily with FedEx on health of operations. We will know in advance and communicate immediately of any disruptions to service. Should disruptions come, we have day-of package intercept plans to handle the day’s deliveries. Beyond that, we have prepared partnerships with additional carriers in our distribution areas to assume deliveries long-term.
  • The health and safety of our team members, their families, and our customers is our top priority. As such, new policies are in place enabling any employees who feel sick to stay home. We are committed to our business and will continue to deliver our service promise as much as possible while protecting our team members.
  • Beginning Monday, March 16, employees are required to work remotely if their job can be performed remotely. We are also limiting visitors and third-party vendors to our facilities. 
  • Unfortunately Edgepark is unable to cut ostomy wafers prior to shipping at this time. We apologize for the inconvenience. Please use our Stoma Measuring Guide for assistance.

    You can also work with your nurse or physician to find a pre-cut or moldable product or if you would like to try a new product, please contact the manufacturer for product specific support:

    ConvaTec me+ Support: 1.800.422.8811

    Hollister Secure Start: 1.888.808.7456

    Coloplast Care: 1.877.858.2656

  • We are committed to supporting our customers during this time and understand the situation can create financial challenges. If you need support, please call 1-800-321-0591 and speak with an agent.

 

With recent public safety concerns, many of our agents are now working remotely. We appreciate your patience and trust you place in us. There may be longer than normal hold times, temporary background noises, or reduced call quality as we work to support all our customers.

We want you to know the health and safety of our customers, employees and their families is our top priority and we are executing on our pre-established business continuity and pandemic contingency plans, in accordance with guidelines set by the World Health Organization (WHO), the Centers for Disease Control and Prevention (CDC) and the U.S. Department of Health and Human Services (HHS).

For the latest information on COVID-19 visit Centers for Disease Control and Prevention and the National Institues of Health.

We appreciate your patience as we work to support all our customers.

 

Last updated 4/17/2020