Q. How do I place an order with AHPCS?
A. Call AHPCS to start the ordering process.
- Main Number: 855.404.6PCS (855.404.6727)
- Wound Care, Urological, Ostomy, Incontinence, Tracheostomy and Diabetic Care Supplies: 855.404.6PCS (855.404.6727)
- Breast Pumps: 844.PCS.MOMS (844.727.6667)
To process an order, the following information is needed:
- Patient’s demographics
- Diagnosis code
- Insurance information or a copy of insurance cards
- Prescription for the medically necessary products.
If you are a healthcare professional ordering wound care supplies, you will need to provide wound details and specific descriptions of your patients’ supply needs including dressing types, quantities and dressing change instructions.
Orders are typically shipped within 1-2 business days. There is no charge for standard shipping. Shipping is contingent upon receiving product authorization from the insurance payer if required and a physician’s order if required by state law or the insurance payer for the product. Next business day order processing does not apply to incontinence products and breast pumps.
Q. Who will inform the patient of the steps that must be taken prior to a patient receiving his or her product?
A. If the authorization and verification process results in a delay of processing an order, our customer service team will contact the patient to inform them of the status.
Q. If a patient is responsible for a copay or deductible, what are the acceptable forms of payment?
A. We accept personal or electronic checks and the following major credit cards—Visa, MasterCard and Discover. We also accept Health Savings Account (HSA) cards as long as they are affiliated with the aforementioned credit card companies. All payments can be processed by one of our customer service specialists.
Q. Do I need to have my doctor contact you for an order?
A. No, you may contact us directly to place your order. When placing your order we will need your physician or healthcare provider’s name and telephone number. We will contact them to obtain medical documentation.
Q. Can I purchase supplies if I do not have insurance?
A. Yes, you may purchase supplies if you do not have insurance. Please contact Customer Service at 855.404.6PCS (855.404.6727) for assistance.
Q. Can I purchase supplies without utilizing my insurance benefits?
A. Yes. If you choose not to utilize your insurance benefits, you may need to review and sign a waiver of liability form. This form documents that you are opting not to have AHPCS submit a claim to your insurance.
Q. Can I have orders sent to an address other than my home address?
A. Orders may be shipped to your home, temporary address or alternate healthcare provider within the United States.
Q. I placed an order and was told the order is on “back order”; what does this mean and when will I get my supplies?
A. Occasionally there are circumstances when an item is on back order, meaning the manufacturer has not filled AHPCS’ purchase order and AHPCS does not have enough inventory in stock to fulfill your order. AHPCS will ship upon receiving the back ordered items from the manufacturer. There are occasions when an order may need to be shipped directly from the manufacturer. When an item is on back order, we are available to review your order and help identify a comparable product substitution.