Contact
Talk to a real person.
One toll-free line for everything. One inbox. One team. We answer fast during business hours and tell you when we'll get back to you outside them — no auto-reply theatre.
Send us a message
We'll route this to the right person and reply within one business day — usually faster.
Call us
Patients, providers, billing — one line for everything. We don't queue providers behind patient calls.
For non-urgent questions and document attachments. We reply within one business day.
Hours
Fri · 8 AM – 12 PM CT
After-hours messages get a response by next business day. For order-urgency outside hours, leave a voicemail — we monitor.
Coverage check
Just want to know if your insurance covers what we ship? Run the coverage check — we'll verify it with your payer and call you back.
Verify my coverageWhat to have ready
First-call info, by what you're calling about.
New patient / new order
If you're starting a new piece of equipment with us.
- Your insurance member ID (front of card).
- Patient date of birth.
- What equipment your doctor recommended (CPAP, oxygen, mobility, etc.).
- Prescribing physician name and clinic, if you have it.
Provider referral
Discharge planners, clinic staff, prescribing offices.
- Patient demographics + insurance.
- Standard Written Order (SWO) if signed.
- Face-to-face encounter date.
- Clinical chart notes supporting medical necessity.
Billing question
About a statement, claim, or insurance posting.
- Your patient account number from the statement.
- Specific date of service or claim in question.
- Insurance card if it's changed since the order.
- Any prior correspondence (denial letter, EOB, etc.).
Supply refill / reorder
Ongoing supplies — CPAP masks, diabetes test strips, etc.
- Patient account number or member ID.
- Which supplies you're running low on.
- Last refill date if you remember.
- Any changes to your equipment or insurance since last order.
Don't have everything? Call or send the form anyway. We'll fill in the gaps on the callback.
Response times
What “fast” actually means here.
No auto-reply theatre. No ticket queues that mean nothing. The numbers below are what we actually do, measured on rolling 90-day inbound volume.
Phone — business hours
Live answer within 60 seconds, average.
Phone — after hours
Voicemail is monitored; next-business-day callback for non-urgent, sooner for order-related.
Contact form
Routed to the right team at submission; first response within one business day, usually faster.
Email (admin@)
Same as the contact form — one business day, faster during the morning queue.
Provider referrals
Confirmed received within one business day; documentation chase begins immediately.
FAQ
Before you reach out.
Is the phone line HIPAA-compliant for discussing patient info?+
Yes. All our intake calls are handled by trained staff under our HIPAA program, and recorded calls (when applicable) live in our HIPAA-compliant infrastructure (AWS with an active Business Associate Agreement). We verify caller authorization before discussing patient specifics when you're calling on behalf of someone else.
Do you have Spanish-speaking staff?+
We have Spanish-language support available for patient calls during business hours. Tell the person who answers that you'd prefer Spanish and we'll route you. For after-hours messages, leave the voicemail in either language — we'll route the callback to the right team member.
What's the fastest way to reach you for an urgent order issue?+
Call 1-800-779-5479 during business hours. Phone gets the fastest response. For after-hours order urgency, leave a voicemail and mark it urgent — voicemail is monitored and we'll respond ahead of next-business-day for anything order-related.
I sent a referral by fax. Did you get it?+
Yes — every inbound fax is logged into our system and confirmed received within one business day. If you haven't gotten confirmation, call 1-800-779-5479 with the patient name and date you sent it, and we'll trace it. (We use SRFax for inbound fax; it does occasionally bounce on bad line quality, but we catch retransmits.)
Can I use the contact form for HIPAA-protected information?+
The contact form goes through our HIPAA-compliant infrastructure, so yes — but we generally recommend keeping PHI in the contact form to the minimum needed (member ID, equipment category, etc.) and discussing specifics on the callback. Don't paste full medical records into the form's message field; we'll request those through a secure channel if needed.
Have a question?
Three fields, real payer data, plain-English answer. Or talk to a person — we're fast.