Customer Service - Frequently Asked Questions
Looking for a quick answer? Check out some of the most common answers to your customer service questions below. Visit our Customer Service Educational Information section for more in-depth detail.
Q. What is a detailed prescription?
A. A detailed prescription is the documentation that is provided by your physician to support the need of the product/service provided. These documents must include the name of the patient, DOB, a description of the item/service that is to be provided, length of need (if applicable), physician’s signature and date.
Q: Do you have my item in stock?
A: Reliable Medical Supply stocks many of the products we sell however it is possible that we may have to order the size, style, color, etc. of the product you require.
Q: How long will it take to come into stock?
A: Shipping times vary from manufacturer to manufacturer but most of the time our products arrive between 2-5 business days.
Q: Do I have to pay for shipping?
A: Reliable Medical Supply tries to order in bulk to avoid having to pass freight costs on to our customers. Special order items not being billed to insurance will incur a shipping charge if applicable.
Q: What is your return policy?
A: Click here 
for the details on our return policy.
Q: My doctor wrote a detailed prescription for my item, is it covered?
A: Just because a detailed prescription was written by a physician does not mean that it will be covered by insurance. Every insurance carrier has different coverage criteria for every item. Many items which are covered by one carrier are not a covered benefit with others. As a result, Reliable Medical Supply will be happy to verify your benefit and coverage criteria before any service is rendered. What may be covered with a detailed prescription through one insurance may require a Prior Authorization through another.
Q: What do I owe when I pick up my order?
A: Each insurance policy has specific coverage which may include a deductible. Our staff is trained to verify your benefits and will inform you of our best estimate of your coverage and how much if any costs to you will be required at the time of service. Nothing is guaranteed by insurance companies until the claim is processed. We do our best to ask all the pertinent questions so we can educate you to make the best decision for yourself before we render service.
Q: Do you accept verbal orders from physicians?
A: Reliable Medical Supply does accept verbal orders on some items, which will be documented in your file. However, we are required to follow up and get a detailed prescription. If the verbal order is for disposable supplies which are to be supplied monthly on an ongoing basis, we will only dispense the first month on a verbal order. We are required to obtain the written script for all orders after the first month and will work with you and your physician to get all necessary documentation before the next reorder date.