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CONTACT US

If you have a question about service or a specific product and you can't find your answers below, please fill out the form below and someone on our team will respond quickly.

 

CURRENT PATIENTS

Need to reorder supplies? ▶︎

Log into the My.USMED Portal ▶︎

Pay your bill online ▶︎

Or call us at:
1-866-723-6958

HOURS OF OPERATION
Monday – Friday: 8:30 am – 6:00 pm ET
Saturday: 10:00 am - 2:00 pm ET
Sunday: Closed

NEW PATIENTS

Interested in becoming a US MED patient? Visit here ▶︎

Or call us at:
1-877-840-8218

HOURS OF OPERATION
Monday-Friday: 8:30 am – 8:00 pm ET
Saturday: 9:00 am - 1:00 pm ET
Sunday: Closed

US MED HEADQUARTERS

8260 NW 27th Street
Suite #403
Doral, FL 33122

FAQS

If you have questions, we have lots of answers below.

INSURANCE

What insurance plans/networks is US MED a part of?

We have over 500 insurance plans contracted across the nation and we continuously pursue new insurance plans to join our current network. To find out if US MED is contracted with your insurance provider, please click here and submit your information for a friendly agent to contact you. You can also call 1-877-840-8218.

Why does it take so long to get authorization approval from my insurance company?

Depending on your plan with your insurance provider, you may or may not require a prior authorization for your DME supplies. Insurance plans have different guidelines on how quickly their clinical teams review the prior authorization requests. It typically ranges anywhere from 1-15 business days depending on your insurance provider. For more information, please contact your insurance provider.

Will CGM be covered by Medicaid?

Continuous glucose monitors & supplies (CGMs) are covered through most State Medicaid & Managed Medicaid plans that US MED is contracted with. To find out if US MED is contracted with your insurance provider, please click here and submit your information for our friendly agents to contact you. You can also call 1-877-840-8218.

Will my insurance cover all costs for CGM? How much will insurance cover?

Benefit coverage on your CGM varies based on your individual plan. US MED will contact your insurance provider to obtain all your coverage details including any out-of-pocket responsibilities you may have. Once our team verifies your insurance, you will be contacted if there are any costs associated with your order prior to shipping.

How long does it take for you to verify with my insurance?

Our average insurance verification takes approximately 3 – 5 business days. However, some insurance companies take longer to provide feedback than others, which adds more time to the process.

SHIPPING

Can US MED ship me a transmitter or sensors while awaiting documents to be received from the doctor?

We have to obtain a prescription and medical records from your Doctor. Some insurances also require that we obtain authorization which can take up to 7 days. It all depends on how quickly your Doctor and insurance respond.

Why is it taking 7-21 days for the initial shipping of my supplies?

On average, our initial shipping is usually 3-5 days. In some circumstances, the process can take longer based on factors that are beyond our control. In order to ensure approval from your insurance provider, we must obtain a prescription and medical records from your doctor. In addition, some insurance providers require that we obtain authorization which can take up to 7 days. How long it takes for us to ship your initial order is often dependent upon how responsive your doctor’s office and insurance provider are at the time we attempt to contact them.

How long will it take for me to receive my supplies?

It typically takes 3-5 business days for you to receive your order once the order is shipped.

Please keep in mind that your order may not be shipped the same day that your order is placed. We do our best to ship your order out as soon as possible but there are certain circumstances that will delay your order from being shipped the same day.

Circumstances which can cause delays in shipping your order:

  • For first time orders, please read the article above to learn what can delay US MED from shipping your order after initial sign up.
  • For reorders, changes in your insurance provider or doctor since your previous order can cause delays in shipping your next order. To avoid delays, please update your insurance and doctor’s information any time you make a change/switch.

Note: For reorders, you can place your order up to two weeks before your scheduled refill date; however, your order will ship on your rescheduled refill date. For example, if your next scheduled refill date is July 15th, you can place a refill order as early as July 1st and the order will be shipped out on July 15th. Insurance providers require that we wait until the refill date to ship your next order or they will not cover your supplies.

Can you ship my supplies 2-3 days early from the Date of Service to avoid delays?

If the decision were up to us, we would definitely do so. Unfortunately, your insurance will not allow us to ship your supplies early. We must stick to your scheduled refill date.

I am willing to pay for overnight shipping, how much do you charge as I need a guarantee that I get my supplies immediately?

Overnight shipping will cost $40.

Why is there a delay in shipping my order?

Please keep in mind that your order may not be shipped the same day that your order was placed. We do our best to ship your order out as soon as possible but there are certain circumstances that will delay your order from being shipped the same day.

Circumstances which can cause delays in shipping your order:

For first time orders, please refer to the article above to learn what can delay US MED from shipping your order after initial sign up.

For reorders, any of the following can cause delays in US MED shipping out your order:

  • Changes in your insurance coverage or provider. We may need additional information before we can process and ship your order.
  • Switching doctors. We will need an updated prescription for your new doctor.
  • If your insurance requires authorization before shipping, we will have to wait for your provider to approve the order before we can ship the order.
  • Unpaid balances from previous orders.

How can I track my package?

You can track your package by logging onto to www.MyUSMED.com or by using the tracking number that was emailed to you after your last order.

REORDERS

Can I get a replacement Sensor?

If your sensor is defective, you can request a replacement sensor by contacting the manufacturer at:  

Dexcom 1-888-738-3646

Freestyle Libre 1-855-632-8658

If your sensor falls off, you can use an adhesive patch to help secure it in place. Visit www.usmeddirect.com/collections/cgm-adhesives to see the different options for adhesive patches for your CGM sensor.

You are expected to use the sensors provided and that they should last for 90 days

Can I place my reorder early to avoid running out of supplies before my next reorder date?

No, most insurance providers require that we wait until the refill date to ship your next order or they will not cover the supplies. Your refill date is based on the time from your previous order. If we shipped an order for 90 days of supplies, your insurance provider will not allow us to send another order until 90 days from the previous shipment.

When is the earliest I can reorder supplies?

You can place your order up to two weeks before your scheduled refill date; however, your order will ship on your rescheduled refill date. For example, if your next scheduled refill date is July 15th, you can place a refill order as early as July 1st and the order will be shipped out on July 15th. Insurance providers require that we wait until the refill date to ship your next order or they will not cover your supplies.

Do I have to call to reorder my supplies every 90 days?

You can contact us up to two weeks before your next scheduled refill date.

We provide multiple easy options for you to place a reorder:

  1. Visit MyUSMED.com
  2. Responding to the SMS text messages that we send out to remind you of your upcoming refill date. (If you opted into this option)
  3. Responding to the reorder reminder email that we send out.
  4. Calling our Customer Care Team at: 1-866-723-6958

Do I have to get a prescription order every 90 days from my doctor?

Most customers do not need new prescriptions for refills. In the event one is required, we will work with your doctor to get an updated prescription.

Why does my insurance need to be re-verified for my reorder?

We must verify your insurance before each shipment to ensure your insurance coverage is still active. To avoid any delays with shipping your supplies, please contact us as soon as possible if there are any changes in your insurance coverage.

When do you submit authorization to my insurance provider for a reorder?

Normally, re-authorization is submitted two weeks prior to your refill date.

Why Choose US MED

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Rating with the Better Business Bureau

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Provider for Medicare and 500+ private insurance carriers

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Industry leading Patient Satisfaction scores​

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Over 1 Million satisfied patients since 1996

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Free, priority shipping

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90-days of supplies with each order