Frequently Asked Questions

GENERAL INFORMATION 

What are your business hours and how can I contact you?
Care Medical Source is open Monday thru Friday 8 am - 5 pm (PST). Online ordering is available 24 hours a day, 7 days a week. All online orders are processed during normal business hours. You can contact us via phone, e-mail or regular mail.

PHONE
800.443.7091 (U.S. and Canada) | 503.802.0582 (International)

E-MAIL
E-mail us at customercare@caremedicalsource.com with product questions, general inquiries, comments, and suggestions. E-mails are responded to during normal business hours.

REGULAR MAIL
Care Medical Source
509 NE Hancock St
Portland, Oregon  97212


Why don’t you distribute a print catalog anymore?
Manufacturers change their product offerings and pricing quite frequently making it very difficult and costly to maintain an up-to-date print catalog. In order to keep our prices low and to provide you with the most accurate product information we no longer produce a print catalog and instead we feature our most popular items on our website.

If you don’t see the item you are looking for on our website don’t worry! We have buying relationships with hundreds of manufacturers and we have access to thousands of products. Simply complete our Product Inquiry Form, call us or e-mail us and we would be happy to assist you in finding the product(s) you are looking for.


When I place an online order is my information secure?
When placing your order online you can be assured that we have taken all necessary measures to ensure that every transaction made on our web site is 100% secure. We always use industry-standard encryption technologies when transferring and receiving your personal information. We also have appropriate security measures in place in our physical facilities to protect against the loss, misuse, or alteration of information that we have collected from you.

If you don’t feel comfortable ordering online you can always place your order via phone during our normal business hours and our Customer Service Representatives can take your payment information over the phone.

 
MY ACCOUNT

How do I create an account?
Simply click on the “Register" link at the top right hand corner of our website and follow the simple instructions for creating your account. You can also create your account during the checkout process. You will be prompted to sign in now or continue as a guest. Choose "sign in now" and you can create an account using the "create an account" link.

When you create an account your personal information including billing address, shipping address and order history are automatically stored. You can also create a "Wish list" of items that you are interested in purchasing at a later time. 

Once you have created an account you can login at any time by clicking the "Sign In" link at the top right hand corner or the "Account Login" link at the bottom of our website.


Can I place an online order without creating an account?
Of course! If you do not wish to create an account you can still place an order online as a guest. Simply choose "continue as a guest" during the checkout process.

Please note when checking out as a guest you will need to re-enter all of the necessary personal and billing information each time you place an order and you will not have the ability to see the status of your current order or your previous order history.

During the checkout process you will be prompted to either "sign in now" or "continue as a guest". 


I forgot my account log in information. What should I do?
When you attempt to sign in, enter the e-mail address you used to create your account and click on the "Forgot your password" link and follow the simple instructions to reset your password.


How do I update my personal information?
When you sign into your account simply click on the "Account Settings" link to update your information.


How do I get a copy of my invoice?
You can quickly and easily print a copy of your invoice(s) by simply logging into your account and following these steps:

  • Click on "Orders"
  • Find the order you are looking for and click on the order number (i.e. "Order #001"
  • On the right hand side of the screen under "Order Details" click on "Print Invoice"

If you need assistance or your placed your order by phone just call us at 1.800.443.7091 or 503.802.0582 and we'll be happy to help you.


PAYMENT INFORMATION

What forms of payment do you accept?
Care Medical Source accepts all major credit cards issued from the United States and Canadian banks, PayPal, checks, money orders, and bank wire transfers. Please visit our Payment Options page for detailed information.


Will I be charged sales tax?
No. Care Medical Source does not tax items purchased from our website. Care Medical Source is a registered LLC in the State of Oregon, which does not impose a general sales tax.


Can you bill Medicare or my private insurance for me?
No. Care Medical Source is not a Medicare provider and we do not offer the service of billing any Federal, State or private insurance.

 
SHIPPING INFORMATION

How much do you charge for shipping?
Most orders over $95.00 quality for free shipping and orders under $95.00 ship at a flat rate of $9.95! (within the contiguous United States only)  

Orders shipped to Alaska, Hawaii, all U.S. territories, and outside of the United States do not qualify for free or flat rate shipping and orders cannot be completed online as we will need to provide you with a shipping quote

Please read our complete Shipping Information page for details and instructions on how to proceed with an order being shipped outside of the contiguous United States.


Do you ship to my location/country?
Care Medical Source ships to countries around the globe each day; however, due to issues with customers not receiving their packages we no longer ship items into Bosnia, Nigeria, Mexico, Serbia, or Spain.

Some manufacturers restrict sale of their products outside of the United States. We will notify you if you order an item that cannot be sold outside of the United States.

Standard shipping and free shipping rates do not apply to shipments made outside of the contiguous United States. You will need to contact us to obtain a shipping quote for the item(s) you are interested in and to complete your order. Please read our complete Shipping Information page for details, restrictions, important notes, and instructions on how to proceed with an order being shipped outside of the contiguous United States.

When will my order ship?
Orders placed before 1 pm PST (Monday - Friday) will generally be processed the same day and stock items shipped within 24 hours. In most cases you will receive your item(s) within 3-5 business days (for orders being shipped within the contiguous United States).

Custom-built items like some wheelchairs and shower commode chairs and non-stock items such as wheelchair cushions and backs must be ordered from the manufacturer to your specifications. Items such as these will have longer delivery times.

We will notify you if there will be any significant or unexpected delay in the shipment of your item(s).

PRODUCT INFORMATION

Why do you have items on your website (like some wheelchairs) that I cannot actually order online?
Many custom-built items such as lightweight wheelchairs and rehab shower commode chairs have many different configuration options; so many in fact that the order forms for these types of products can be several pages long.

As items like these are typically non-returnable we want to make sure you choose the options and accessories required for your individual needs. We would much rather walk through these options with you over the phone to ensure your order is correct than have you complete an online order where options can be mistakenly chosen or forgotten and have you end up with a product that won’t work for you and is non-returnable.

Other items such as replacement parts may not be available for purchase online due to specific shipping requirements or the need to obtain your equipment make, model and serial number in order to ensure the part will work for your specific piece of equipment.


How do I order an item that is on your website but not available for purchase online?
If you would like to order an item that you see on our website but it is not available for purchase online just give us a call or e-mail us and our Customer Service Representatives will be happy to assist you in completing your order.


What if I can’t find the item I am looking for on your website?
If you don’t see the item you are looking for on our website don’t worry! Our website provides a mere snapshot of our most popular items. We have buying relationships with hundreds of manufacturers and we have access to thousands of products - simply too many to add them all to our website.

Simply complete our Product Inquiry Form or if you would prefer to speak to a Customer Service Representative just give us a call and we would be happy to assist you in finding the item(s) you are looking for.


What happens if I need replacement parts for my equipment?
When it comes to replacement parts, whether you purchased your equipment from us or not, our Customer Service Representatives are the best in the business! They will help you find the specific parts you need and will always research options for aftermarket parts that are generally less expensive than the parts made from the manufacturer of the equipment.

If you don't see the part you need on our website simply complete our Product Inquiry Form or if you would prefer to speak to a Customer Service Representative just give us a call and we would be happy to assist you in finding the item(s) you are looking for.


Do you price match?
When we are able we will always price match. Care Medical Source strives to provide the lowest overall prices on the web; however, we realize that is not always possible. The truth is that while all companies that provide home medical products for sale online typically purchase products from the same manufacturers we do not all pay the same price for these products.

If you find a lower price on an identical item from a competitor website we will always do our best to match or beat that price when we are able. Please make sure to account for shipping charges when comparing prices.


How do I leave a review for a product?
We love it when you leave a product review! Product reviews are a great way to help other customers by providing your “real life” experience with a specific product.

To leave a product review, simply go to the specific product page on our website and underneath the product name click on the “Write a Review” link. 

Please note all reviews must be approved by Care Medical Source before they are published. All submitted reviews become the licensed property of Care Medical Source. Care Medical Source reserves the right to reject any review for any reason including, but not limited to, reviews that contain offensive or obscene language; advertisements or spam; or personal contact information.

If a product has reviews this will be noted next to the "Write a Review" link as well as at the bottom of the product page underneath the images of "Related Products". 

ORDER STATUS

How do I cancel or change my order?
If you decide to cancel or change your order please contact us immediately by calling 800.443.7091 (U.S. and Canada) or 503.802.0582 (International) or emailing us at customercare@caremedical.source.com and one of our friendly Customer Service Representatives will be happy to help you edit your order or inform you of the necessary steps to complete the cancellation.

When at all possible please call rather than e-mail us so we can make sure to get the changes to your order completed before your order ships.


How do I track the status of my order?
All packages will have a shipment tracking number. If you have placed your order online you will receive an email once your item(s) have shipped with the carrier name and tracking number. If any of your items are being shipped directly from the manufacturer we will e-mail you with the tracking information once we receive it from the manufacturer. 

If you order multiple items you may receive them in different packages at different times as some items may ship from our warehouse and some may ship directly from the manufacturer so you may receive more than one e-mail regarding tracking information.

If you placed your order over the phone feel free to call us or e-mail us and we would be happy to provide you with tracking information.


I have not received the items I ordered yet. What should I do?
If you received a tracking number for your package make sure to check the tracking number again. Often freight carriers will adjust expected delivery times based on weather or other unforeseen issues and these adjustments will be reflected on their online tracking tool. Of course you can always call or e-mail us and we can help track your package.


I received some of the items I ordered but not all of them. What should I do?
Most often this is due to the fact that some items ship from our warehouse while others ship directly to you from the manufacturer. If you order multiple items you may receive them in different packages at different times so don’t be alarmed if you do not receive all of your items at once. Always feel free to call us or e-mail us and we can check the status of your order.


I received my item(s) but there is an issue. What should I do?
If there are any issues with the items you received (i.e. wrong size, missing parts, etc.) call us as soon as possible at 800.443.7091 (U.S. and Canada) or 503.802.0582 (International) or e-mail us at customercare@caremedicalsource.com and one of our friendly Customer Service Representatives will be happy to assist you. Shipping errors must be reported within 10 days of receipt of your item(s).

COUPON CODES

Does Care Medical Source use coupon codes for sales?
Yes! We love to say "thank you" to our loyal customers by offering special promotions and sales events! Most sales have a coupon code associated with them. These codes help us track how popular a specific sale or special offer is with our customers. You will be prompted to enter the coupon code during the checkout process.  


How do I get coupon codes for sales?
Some sales and their associated coupon codes are visible to the public on the Promotions page of our website while others are only available by joining our exclusive e-mail list.

Make sure to join our e-mail list today so you don’t miss out on any of our great sales and promotions! You can join our e-mail list by:

  • entering your e-mail address in the "Join Our E-mail List for Exclusive Discounts" field at the bottom footer of our website

  • sending us an e-mail or calling us and asking to be added to our e-mail list

We will not share or sell your e-mail address or any personal information about you to any third party. Privacy Policy 


How do I use my coupon code for a sale?
For online orders you will enter the coupon code on the right hand side of the screen under the "Order Summary" section. Once you enter a valid code and click "Apply" your order will immediately reflect the discount.

For orders placed by phone simply mention the coupon code to the Customer Service Representatives assisting you.


Why isn’t my coupon code working?
There are many reasons a coupon code might not be accepted during the online checkout process. Here are the most common reasons:

  • the code is being entered incorrectly

  • the code has expired

  • the code may be valid on orders placed by phone only

  • the code may only apply to specific products or brand names

  • the code may exclude specific products or brand names

  • clearance or sale items may be exempt from receiving additional discounts

  • there may be a restriction to the number of times a coupon code may be used

  • the code may require a minimum purchase amount or have a maximum savings amount

  • coupon codes for discounts on shipping only apply to shipping destinations within the contiguous United States

If you are having issues using a coupon code do not hesitate to contact us.


RETURNS & WARRANTY SUPPORT

What is your return policy?
Our number one priority is to make sure you are satisfied with your purchase. While we always strive to help you order the product that is right for your needs we understand that you may occasionally receive a product that simply doesn’t work for you. In these cases we are happy to work with you in returning or exchanging the product.

Most items purchased from Care Medical Source are returnable within 30 days of the date of purchase if the item is in new, resalable condition and is in its original packaging; however, some items are non-returnable for hygienic reasons or if the item was custom-made by the manufacturer to your specifications.

Please read our complete Return Policy for detailed information and instructions for returning an item.


What if my equipment breaks during the manufacturer warranty period?
We support the products that we sell by honoring all manufacturer warranties. If you are in need of warranty service please contact us by calling 800.443.7091 (U.S. and Canada) or 503.802.0582 (International) or e-mailing customercare@caremedicalsource.com and we will assist you with the warranty processes.

Please read our complete Warranty Support Policy for detailed information and instructions on warranty issues.