FAQs - Shipping and Returns

Transition to FedEx

  • At Edgepark, we continuously review our service offerings to ensure we are providing an outstanding customer experience. By forming a new partnership with FedEx to deliver supplies to our patients’ homes, we will continue to provide our patients with the industry-leading service and continued dependability they deserve.

  • This means that your order will likely be delivered by FedEx instead of UPS.

    • You will continue to receive free shipping with each order
    • Your orders will arrive on a Tuesday through Saturday delivery schedule, rather than Monday through Friday
    • USPS will be used for all shipments to P.O. Boxes
       
  • This transition began on Monday, February 2. By Monday, February 9, all Edgepark patients will have their supplies delivered to their home by FedEx.

  • Yes. When your order ships, you will receive a FedEx tracking number via e-mail or by logging into your account at www.edgepark.com. You can use this tracking number to view updated delivery information at www.fedex.com.

 

Shipping

  • Most orders are shipped directly to you at no cost, in plain, discreet packaging to ensure your privacy. You may incur shipping costs if you use a premium service. 

    Edgepark’s shipping costs:
    Standard Ground:    Free
    Second-Day Air:   $24.00
    Next Day Air:   $26.00
     

  • Most orders are shipped directly to you at no cost, in plain, discreet packaging to ensure your privacy. You may incur shipping costs when requesting:

    • C.O.D.
       
    • Premium shipping (Next Day Air, Second Day Air and Next Day Saturday)
       
    • Orders shipped to Canada
       
    • If you’re not billing the item(s) through your health insurance, you may pay shipping costs if the order is not over $35.
  • C.O.D. stands for "cash on delivery." When using this service, FedEx requires a money order or a check upon delivery; cash will not be accepted. Please note: There will be a charge of $12.50 for using the C.O.D. option.

  • Yes. Orders shipped to P.O. boxes are shipped via U.S. Priority Mail.

  • Because we want to ensure that you will have your supplies as soon as possible, we will select the most efficient shipping for you. We use FedEx and a mail service. All orders shipped to P.O. Boxes will be shipped via U.S. Priority Mail.

  • Edgepark only ships to the United States at this time.

  • Yes, you can have an order shipped to an alternate location. However, some health insurance providers have guidelines in place that may affect our ability to fill your order if you are shipping to an alternate location. This information will be noted on your online order. Or, your Customer Care Specialist may alert you to these restrictions when you call in to place your order.

 

Returns

  • Edgepark accepts returns of most new, unopened items for a refund or exchange within 30 days of the shipment date. To make a return or exchange, please contact Customer Care at 1-800-321-0591 to obtain a Return Merchandise Authorization (RMA) number.

    Returns are subject to the following criteria:

    1. All returns must be authorized by Edgepark prior to receipt with an RMA written on the outside of the package. Returns without an RMA will not be given credit.  
    2. Items must be received within 30 days of issuing the RMA.
    3. Return shipping is the responsibility of the customer. We recommend using a secure shipping method to send the item so it can be tracked. We are not responsible for items lost during shipping, and cannot process the return until the item is received.  
    4. Credits will be given after receipt of product and warehouse inspection and approval of saleable condition. Refunds will be issued in the original form of payment used to purchase the item.


    Orders cancelled after the item has shipped are subject to standard return policies.  

    A product is not returnable if:

    1. The packaging is not in resalable condition (written on, opened, safety seal broken, not in original packaging).
    2. The item is expired or will expire within 180 days.
    3. The item is food or nutritional item.
    4. The item is considered bath safety equipment (i.e. shower chair, shower bench, transfer bench, tub rails, walkers, scales or toilet seats.)
    5. The item is a special/custom order item (i.e. custom support belts, custom pouches.)
    6. The item is considered a hygiene-related product, including but not limited to, stockings/hose, hernia belts, Options™ undergarments.


    Specialty devices are subject to manufacturers' return policies. These items include, but are not limited to, the following; breast pumps, range of motion, lymphedema, airway clearance, light therapy, speech generating, bone growth, INR, erectile dysfunction, pleural drainage, insulin pump, continuous glucose monitor, and Omnipod® products.

    Defective, Missing or Incorrect Items

    Immediately upon receipt, please inspect the package contents to make sure they meet your expectations and match the packing slip. We apologize for any discrepancies, shortages or damaged items. Please contact us within 48 hours (2 days) of receipt for an RMA number. Products must be returned to Edgepark within 30 days of receipt. Your order will be corrected as quickly as possible.