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Important News!
Sterling Medical Services now offers Breast Pumps. Call 1-877-856-1293 to order your breast pump.

FAQs

Below is a list of the most commonly asked questions. Click on a question to reveal its answer. If there is a question you do not see, please feel free to contact us.
  • What are your hours of operation?
    • Our hours of operation are 8 AM – 8 PM Eastern Standard Time, Monday – Friday and also on Saturday, 9AM – 5:30PM. Please note that no orders are shipped on Saturday/Sunday. Saturday/Sunday online and fax orders are processed on that Monday.
  • How do I set up an account?
    • You can set up an account by calling 1-800-229-0900. Please make sure you have your insurance card ready with your ID number, your doctor’s name and telephone number, and your diagnosis for the supplies you will request. This will expedite the process.
  • How do I find out if you accept my insurance?
    • At the moment, you must call to verify that we accept your insurance. If you decide to place an order, we can give you an estimate of your out of pocket cost.
  • Can I order my supplies online?
    • We have recently launched a secure online form that can be used to take your orders 24/7 (orders will be processed within 24-48 hours).
  • Do you have a catalog?
    • We have over 10,000 products from leading manufacturers that we make available to our customers; therefore, the most comprehensive catalog of our products can be found online. However, we currently offer an abridged version of a printed product catalog as a direct result of the requests from our loyal customers. Feel free to request one via the form on the Contact Us page or on the phone with your next order.
  • If I purchase something, can I return it?
    • Our goal is to provide you with the product(s) that you need and to ensure that you are 100% satisfied. We do ask that when your product(s) arrive, you immediately inspect the contents of the package to make sure they meet your expectations. If your package has any discrepancies, shortages or damaged items, please contact our Returns Department toll free at 1-888-239-2990 within 5 business days of receipt. Sterling will replace damaged or defective items and accept and credit these product returns. Product returns that occur as a result of patient or client error will be considered on a case-by-case basis; however, the following limitations apply: •You must obtain a Return Authorization by calling 1-888-239-2990 within five business days of receipt of the order •The product must be returned at your expense in unopened packaging •The items must be returned within 15 days of the Return authorization date •The product is not an Rx prescription item
  • How do I return a product?
    • Please call our Returns, Credit & Tracking Department toll free at 1-888-239-2990, and we will give you directions on how to return a product.
  • How often can I order my supplies?
    • We can typically ship up to a 90 day supply, however, guidelines established by your insurance company may dictate otherwise.  Diabetic, Ostomy and Urological supplies are ordered in 30, 60 or 90 day increments. Wound care supplies are ordered in 15 or 30 day increments, depending on the protocol for wound care.
  • Do I need to have my doctor contact you for an order?
    • No, you can contact us directly to place your order. When placing your order we will need your doctor’s name and telephone number. We will contact your doctor to obtain medical documentation.
  • Can I purchase supplies if I do not have insurance?
    • Yes, you may purchase supplies if you do not have insurance. Please contact Customer Service for assistance.
  • Can I purchase supplies without utilizing my insurance benefits?
    • Yes, Sterling may sell you supplies directly; however, 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 do not want Sterling to bill your insurance.
  • Who pays for shipping?
    • There is no charge for standard shipping; however, there will be a charge if you require expedited shipping.
  • How long does it take to receive an order?
    • An average order is processed within 24-48 hours. There may be cases when an insurance company requires prior authorization and medical documentation prior to shipping the order. If your insurance company has these requirements your order may be delayed. We will contact you when your order will take more than 48 hours to process. Once your order is processed it will be delivered typically within 2 business days. If you need your order sooner, expedited shipping can be arranged.
  • What is the shipping method?
    • Orders are shipped via United Parcel Services (“UPS”).
  • Do I have a physical store to visit?
    • Yes, we maintain a physical location in New Jersey. Customers located in the tri-state area are welcome to make arrangements to pick up their orders in our pharmacy. We are located at 2 Twosome Drive, Moorestown, NJ 08057.
  • If I have to pay for an order or a co-pay or deductible, what are the acceptable methods or payment?
    • We currently accept Visa, MasterCard, and Discover. You may also mail a personal check or money order for payment of co-pays and/or deductibles.
  • Do you sell your information to other providers?
    • No, we do not sell your information to anyone.
  • Can I have someone place an order on my behalf?
    • When you establish your account, you may set up a password to enable someone to place an order on your behalf.
  • Can I have orders sent to an address other than my home address?
    • You may have orders shipped anywhere you’d like within the continental United States.
  • What happens if my insurance changes?
    • Sterling participates with over 120 insurance companies. As long as we participate with your insurance we can continue to be your medical supplier. When you place your re-order please provide us with your new insurance information. We will verify you new insurance information to confirm that we can continue to provide your medical supplies.
  • Can I place an order and have it held?
    • We ask that you do not place your order until you are in need of your supplies. 
  • I placed an order and was told the order is on "back order", what does this mean and when will I get my supplies?
    • All supplies usually ship out together. Sometimes there are circumstances when an item is out of stock. Items out of stock are normally received and shipped within a week. There are rare occasions that an order may need to be shipped directly from the manufacturer due to availability. When an item is on back order, we can always review your order and determine if there is a comparable product substitution that you might find acceptable.
  • How early can I place my order?
    • Most insurances permit you to place a re-order a few days in advance of your exact re-order date. For Medicare orders, we ship up to 5 days prior to the re-order date.

If you wish to speak to one of our Customer Service Representatives, please call 1-888-202-5700 Mon-Fri 8AM-8PM (EST)

 

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