Frequently Asked Questions
What Supplies do you Carry?
We provide Ostomy and Urological supplies from the major manufacturer’s like Coloplast/Mentor, Cymed, Convatec, Hollister, Cure, Urocare and generics like Safe-N-Simple and Genairex.
How much will my supplies Cost?
Since we accept assignment on most of the products covered by Medicare, you would only be responsible for your annual deductible and the 20% that is not covered by Medicare. If you have a supplemental insurance, then there may be no out-of-pocket expense to you. If you select a product that we are unable to accept assignment on, you will be informed of the cost at the time the order is placed.
What insurance plans do you accept?
Medicare must be your primary insurance carrier to be a customer of Duke Medical Supply.
Will you auto-ship my orders?
It is our policy, and a requirement of Medicare, that we will NEVER auto-ship products to you. We understand that your needs are unique, so we will only ship products when you order them. By doing this we ensure that you are getting the exact supplies that you need when you need them.
Can I order directly from the website?
Unfortunately, no. Medicare has very strict requirements on the quantity of supplies that are allowed, and the time periods that they are allowed for. To make sure that these requirements are met and to avoid denials of your claims for over-utilization we find that it is best to talk to you personally for each order. By doing this, we make sure that your needs are being met so that the correct products are sent to you when you need them.
Why do you always ask if I am being seen by a nurse?
Medicare will not cover products purchased from us if you are being seen by a Home Health Nurse, Physical Therapist, are in the Hospital, or being treated by any other type of provider at the time your order is shipped. Your supplies must be provided by them regardless of what they are seeing you for. Asking you this at the time of each order helps us determine if you are eligible to place an order with us.
What is the difference between Assigned and Unassigned?
When a provider accepts assignment on an item, they are agreeing to accept the Medicare allowable as their sell price and you are only responsible for the 20% not covered by Medicare and your annual deductible. If a provider does not accept the Medicare allowable as their sell price then the items are “unassigned”. This means that you will be responsible for payment upfront for those items and Medicare will send their payment directly to you.
Do you supply free samples?
Free samples are available directly from the manufacturer and we will be more than happy to give you the contact information for whichever manufacturer you prefer to receive samples from. We do recommend that you obtain samples from the manufacturer whenever you want to try something different, or if a new product is available that interests you, or if your current product isn’t preforming the way you want it to.
What if I don’t see my product in your catalog?
Since we carry products from the major manufacturers, it is impossible to list them all in our catalog. If you don’t see what you are looking for, simply ask us and we will tell you if it is an item that we carry.
Do you accept returns?
Please see our Return Policy