FAQs - Ordering

For information about what happens after you place your order, view our brief order process video.

Adding a Condition and ICD-10

  • Edgepark is asking additional questions regarding your health condition(s) so we can serve you more effectively. The more details we are able to gather up front, the greater the likelihood that health insurance billing claims and order processing will go smoothly, without us needing to call you back for more information.This helps us get your order to you more quickly and easily.

    Please note, in most cases, you’ll only have to answer these questions one time for each condition. When you re-order your supplies, we’ll already have the information on file and, most likely, we won’t need to ask you again.

  • ICD-10 is the 10th revision of the International Statistical Classification of Diseases and Related Health Problems (ICD), a medical classification list by the World Health Organization (WHO).  In short, it is a system that is used to assign a numeric code to a diagnosis of illness or injury, commonly used for billing purposes.

    This version of the classification and coding system was first introduced in 1994; countries around the world have gradually adopted it in the years since. Originally, all organizations in the United States dealing in health information, billing and diagnosis were required to complete conversion to the 10th revision of this system by October 1, 2011. This deadline has been delayed a number of times, and is currently set at October 1, 2015.

    What this means to patients is that previously provided or coded diagnoses are being converted from ICD-9 to the more specific ICD-10, and while the codes and numbers themselves may not seem important to you, it’s a good idea to be aware of the transition and be prepared to provide additional information when requested, which may ease the processing of health insurance claims and provider payments.

  • Don’t worry – we’ll examine the information you’ve provided and contact you if anything requires clarification.  We’re here to help. And, remember – it’s as important to us as it is to you, to make sure the information we have is accurate and complete.

  • Wounds are handled differently than some other conditions. For the most part, they are temporary, and their characteristics, like size and texture, and the materials used for treatment, can change as they heal. Most health insurance providers want to see the most recent information about your wounds when we submit billing claims. So, even though you have entered wound information before, we’ll need to ask again, in order to get updated and accurate information.

    If you are ordering an item that is not for wound care, and the site is asking you to identify the wound for which it will be used, simply select, "Not For Wound" in the dropdown menu (see example below.) You may be asked to identify the condition for which this item will be used.



Placing an Order

  • You do not have to set up online access to your account to order. If you prefer, you can call us toll-free at 1-888-394-5375, or fax us at (330) 425-4355, Monday through Friday 8:00 am to 10:00 pm EST, Saturday 9:00 am to 3:00 pm EST.

    Online access to your account, however, does have several advantages. From your computer you can do the following, 24/7:

    • Place your orders and reorders
    • Check your order status
    • View your order history
    • Set up ContinuCare orders and approve, as needed
    • Pay your outstanding balances
    • Make changes to your Web profile, like updating health insurance and doctor information
  • For most existing Edgepark customers with current information, you will receive your order within 1-3 business days. If there have been any updates to your account information, such as a change or adjustment to your health insurance policy coverage, prescription, and/or doctor, the order may take longer since Edgepark will need to re-verify this information.

    For new customers, orders may take longer to process. Here’s why: once you provide your doctor’s phone number, your diagnosis, and your health insurance information to Edgepark (either by setting up online access or calling in) we will contact both to verify your prescription and plan limits. We will contact you if we have any questions regarding your order.

  • No. With your permission, Edgepark handles all of your paperwork for you.

  • If you have received a product in error, we will replace it quickly. Please call us before returning any item to obtain a Return Authorization. Claims for shortages will be honored only when communicated to Edgepark within 48 hours of receipt. Returns for resalable items or incorrect shipments will be exchanged or a full credit issued for the following conditions:

    • The item must be returned within 30 days of shipment date.
    • The item must be unopened.
    • The item must not be expired.
    • The box must be in resalable condition.
    • Edgepark does not accept returns for Nu-Hope products or OPTIONS™ undergarments.
    • Edgepark does not accept returns for insulin pumps, breast pumps or custom orders.

    Please contact out Customer Service Department at 1-888-394-5375 for questions about returns.

  • Yes. You will need your account number (listed on your previous Edgepark invoice packing slip), or the health insurance policy number associated with your account, to access your account online. You can set up online access to your account by following the online prompts at Edgepark.com. Once you set up your login information, you will be able to access and manage your account online, 24/7.

  • Often Edgepark does offer no-charge samples of many products. Please call us at 1-888-394-5375 to ask about sample availability.

  • Medicare does not permit us to ship supplies to customers who have more than 7 days of supplies on hand. If you added items to your shopping cart, they will still be there the next time you log in to your account, so you will not have to search for them, again. Medicare requires medical suppliers to ask customers if they have more than a 7-supply on hand for each item ordered.

  • Yes. When you place an order, we will e-mail you a confirmation that we have received your order. Once the order has shipped, we will e-mail you with shipping confirmation and the tracking information.

  • To track your orders, you can:

    1. Use the link in the shipping confirmation e-mail to track your order.

    2. Log in to your account, go to "My Order History" and click on the "track" button provided.

  • The following circumstances may cause a delay in shipping your order: 

    • We needed to verify your health insurance.
    • You ordered something over the limits covered by Medicare or your health insurance plan, and we are waiting for a Physician’s Written Order (PWO) form from your doctor.
    • We do not have a current PWO or prescriptions for one or more of the items that you have ordered.
    • The items you ordered are not covered and we are waiting for an Advance Beneficiary Notice from you (for Medicare patients only).
    • An item that you ordered needs prior authorization from your health insurance provider.
    • You have a balance due to Edgepark – make a payment on your account.
    • Your credit card did not go through to process your payment

    You would be notified if any of the above situations were to occur.

  • There are several reasons why your order may have been stopped (see: What are the  reasons that my order might be delayed? above). Generally, Edgepark tries to contact customers whose orders have been stopped 2 times, either by e-mail or by phone, to make needed adjustments to the order. To resume the order, contact Edgepark to resolve the issue associated with your order.

  • Doctors, manufacturers, health care professionals or patients may forward a prescription for home medical supplies to Edgepark via fax or through the US Postal Service. However, Edgepark will contact the doctor's office to confirm and obtain a verbal dispensing order. Edgepark will also request that the prescribing doctor complete a Physician’s Written Order, which indicates the medical necessity, prescribed usage and frequency for the supplies being ordered. Occasionally, based on product regulations, a Certificate of Medical Necessity may be required prior to dispensing the product.

  • With some health insurance providers, Edgepark is required to contact you to re-confirm your order in certain circumstances. For example, if your order has been delayed during the verification process, your initial confirmation may have expired. If you are enrolled in the ContinuCare service, we may need you to confirm your order by logging in to your account, or by phone, before shipping.

  • You can log in to your account, 24/7 to verify ordering information. Or, call a Customer Care Specialist at 1-888-394-5375, Monday through Friday 8:00 am to 10:00 pm EST, Saturday 9:00 am to 3:00 pm EST.

  • Yes. Spouses, siblings, parents, adult children or any other individual who is coordinating the medical care needs for someone else can order supplies on your behalf by setting up Linked Accounts.

    Health care providers such as nurses, home health care aides and others who are part of an individual’s health care team, who are trained and employed within the health care profession, may also be allowed to order supplies on your behalf.

    To create a link between accounts, there are certain forms that you and the individual who will be ordering on your behalf will need to download, complete and submit to authorize a Linked Account.

    Learn more about setting up a Linked Account.