General FAQ

What do I do if I have a problem with my order or need to cancel items within my order?

Please contact Edwards Health Care Services at contactus@myehcs.com or call 1-888-344-3434 during the business hours of 8:30 AM – 5:00 PM EST, Monday-Friday and someone in our customer service team will be happy to assist you.

How do I Pay for my order?

When placing an order online, you can pay by credit card (American Express, Discover, Master Card or Visa), or Electronic Funds Transfer (ETF). Please Note: If the products that you are purchasing are billable to insurance and you qualify for the product with your insurance, a customer service representative will reach out to you and work out any payment(s), if needed.

What are insurance covered items?

Insurance covered items are products that may be reimbursable under your health care plan. Some items may require a prescription, prior authorization and or a co-pay/deductible, prior to shipping. If this is your first purchase and you are purchasing an item that is typically covered by most payers, a customer service representative will be in touch to gather all your medical information. Including but not limited to: insurance plan, doctor information, diagnosis of condition. It may also take a few days for EHCS to verify eligibility with your insurance and to retrieve any of the documentation needed for the products to be covered.

What are non-covered items?

Non-covered items are products that are not typically reimbursable under your health care plan. Some items may still require a prescription and/or prior authorization prior to shipping. If this is your first purchase and you are purchasing an item not typically covered by most payers, you will be flagged to enter a payment method when checking out. A customer service representative may be in touch to gather doctor information and diagnosis of condition if your purchase requires a prescription. It may also take a few days for EHCS to retrieve any of the documentation needed for the product(s) to be shipped.

Diabetes FAQ

How can I know if I have diabetes?

Your health care provider can perform blood and urine tests to see if you have diabetes. The standard diagnosis of diabetes is made when two blood tests show that your Fasting Plasma Blood Glucose (FPGT) level (taken after an 8-hour fast) is 126 mg/dl or greater, or if your blood sugar is 200 mg/dL or greater after 2 hours of an Oral Glucose Tolerance Test (OGTT), which is taken after consuming a special glucose drink (following an 8-hour fast).

Can someone with type 2 diabetes take both pills and insulin to control blood sugar?

Yes. The combination of insulin and an oral medication, when taken as directed by your doctor, is very safe and effective in controlling blood sugar. A typical combination therapy consists of taking an oral medication during the day and insulin at night.

Can diet or exercise really prevent diabetes?

Yes, exercising and eating a healthy diet helps you keep off excess weight, which can prevent or at least delay diabetes. If you already have diabetes, doing aerobic exercise and resistance training helps by encouraging the muscles to take up more blood sugar. Over the short term, it may even reduce the amount of blood-sugar-lowering medication you need to take. Long term, exercise helps lower the risk of complications like blindness and nerve and kidney damage by helping you better manage blood-sugar levels.

How is type 2 diabetes treated?

Type 2 diabetes is treated with a combination of healthy meal planning, physical activity and possibly medications and/or insulin. Healthy meal planning and exercise are the cornerstones of type 2 diabetes treatment. They often help people lose weight, which in turn can help their bodies use insulin better. Many people, when they’re first diagnosed with type 2 diabetes, are overweight (BMI >25), so making healthy lifestyle choices—such as reducing calories and portion sizes and being more active—can help them get to a healthier weight.

Are my diabetes supplies covered by my insurance?

We participate with most private insurances and more than 40 state Medicaid programs. We also participate with Traditional Medicare for insulin pump and pump supplies. If you do not have insurance, we will try to find a solution that will work for you.

Breastfeeding FAQ

What is the Affordable Care Act, and what does it mean to me?

In January 2013, the U.S. Department of Health & Human Services officially acknowledged that breastfeeding is “one of the most effective preventative measures mothers can take to protect their health and that of their children. One of the barriers for breastfeeding is the cost of purchasing or renting breast pumps and nursing-related supplies.” As such, the government adopted legislation that requires health plans to cover specific women’s health services, including breastfeeding support, supplies and counseling.

What this means for you is that most commercial insurance companies are required to provide coverage for breast pumps. Coverage varies from plan to plan, and we can help you figure out what you’re eligible for and how much – if anything – you will have to pay out-of-pocket.

Why should I order a breast pump through Edwards Health Care Services?

Edwards Health Care Services has more than 20 years of experience working with insurance companies, healthcare providers and equipment manufacturers to ensure that patients receive the high-quality products in a timely fashion. We are deeply committed to providing professional, courteous and ethical service to every customer.

EHCS is voluntarily accredited by the Accreditation Commission for Health Care, Inc. (ACHC), which was developed by home care and community-based providers to help companies improve business operations and quality of patient care.

Are the breast pumps that EHCS carries covered by my insurance?

Most insurance policies cover breast pumps in some manner. In many situations, breast pumps are covered 100% by insurance; however, policies do vary on whether they cover a manual pump or an electric pump, whether there’s a co-pay or deductible or whether a brand of pump is specified. EHCS only carries high-quality, name-brand pumps from Medela, Ameda, Hygeia and Freemie, which are normally covered by insurance. We work with many insurance companies nationwide, and we are adept at interpreting policies to make sure you’re getting what you deserve. If any out-of-pocket expenses are required, we will give you a quote before proceeding with the order. We will never swap out the desired breast pump without your approval, but there may be an upgrade fee if your insurance company does not cover your desired pump.

How do I get my insurance company to pay for a breast pump?

To get started, just fill out this online form or give us a call at 888-344-3434. Make sure you have your insurance policy, doctor’s information and baby’s due date on-hand. We’ll verify your coverage, determine what pumps you’re eligible for and then work with your healthcare provider to make sure that your doctor submits the paperwork required by your insurance company. Once all the paperwork is received and any other requirements are met, we’ll ship your breast pump to your door.

Do I need to get a prescription from my doctor?

For your insurance company to approve your covered breast pump, you will need to have a prescription, but we can handle that for you! Call 1-888-344-3434 or get started online. We’ll work with your insurance company to verify coverage, determine what you’re eligible for, and make sure we have all the paperwork required by your insurance company.

How quickly will I receive my breast pump?

This varies depending on your insurance company’s policies and how quickly your doctor’s office can submit the required paperwork. With most insurance policies, you can receive a pump before your due date. However, there are a few plans that use timeframes around the ship date. Once you apply online or over the phone, we will start processing your order immediately by verifying your insurance and contacting your doctor’s office for the required paperwork. Typically, we have all the required paperwork in about a week, and if the breast pump is approved for immediate shipment by your insurance, we will ship out the next day. Usually, you’ll receive your pump in less than a week.

Can I return my breast pump?

Breast pumps are designated as personal, single-user personal hygiene items by the FDA; they are not returnable if they are opened. If the pump is defective, please work with the manufacture to obtain a replacement.

Knee & Back Brace FAQ

How long at a time should I wear my support?

The length that you wear the bracing is a personal preference or should be based on your physicians (or health care professionals) instructions. You want to wear the support during all activity, but it is also suggested to wear the bracing for 1 or 2 hours after completion of the activity.

Does my brace come with a warranty?

The product is warrantied against manufacturer defects, when the product is used in accordance with the directions or all labels on the package.

If my brace becomes dirty will I be able to clean it?

Yes. The braces can be dissembled, cleaned, and reassembled.

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