Top Frequently Asked Questions

What’s the latest I can place an order and receive same-day shipping?

Supreme Medical offers same-day shipping from our Southeast distribution center on parcel orders received by 3:30pm CT and LTL orders received by 2:00pm CT. Orders will be shipped same day, pending credit approval.

Are there any minimum order requirements?
No, we do not have any minimum order requirements, providing you with just-in-time inventory solutions.

Does Supreme Medical offer free shipping?
Yes, we will pay for Ground Services shipped directly to customer facilities located within our Service Area of 13 states based upon the following order thresholds set by customer class of trade. This excludes items drop shipped from the manufacturer and all home delivery shipments unless notated differently below. If order subtotal is less than free freight threshold, actual freight will apply and be added to the invoice. Have branches located outside of the Southeast? No problem! Contact us for a customized freight policy based on your facility locations.

FREE FREIGHT POLICY BY CUSTOMER CLASS OF TRADE

Assisted Living – FREE shipping on orders over $500. We offer a turnkey Incontinence Management program for Assisted Living Facilities that allows you to easily manage the ordering of incontinence supplies for your residents and at the same time generates a recurring revenue stream for your facility.

Caregivers & Seniors – FREE shipping on orders over $100 when you shop our Amazon retail store! Browse mobility products, incontinence supplies, nutritional supplements, bathroom safety equipment, skin care products, first aid supplies, OTC medications & pain relievers, foot health products, and a full-line of disposable medical supplies. Products ship in discreet brown boxes to your front doorstep, or have them delivered directly to a loved one. 

Disability Waiver – FREE home delivery on orders over $100 on incontinence supplies, wipes, gloves, enteral feeding/nutrition formulas, skin care products, and any other medical supplies or personal care items you require for your waiver program participants. Ship supplies monthly, bi-monthly, or quarterly – whatever works best for your budget!

E-commerce – Drop Ship program is available for e-commerce websites. Eliminate the costs associated with carrying inventory, fuel, expiring merchandise, and overhead by drop shipping orders from our warehouse directly to your customers. Actual freight is added to your invoice at time of shipment based on package weight and dimensions.

Government – FREE shipping on orders over $100. We’ve been serving the needs of city, county, state and municipal governments since 1996! We supply County Health Departments, State Departments of Health and Human Services, State Correctional Facilities, Police and Fire Departments, EMS, & K-12 schools, colleges, and universities. Submit your RFQ/RFP/Bids to bids@suprememedical.com 

Head Start – FREE shipping on orders over $100. We offer a full-line of baby diapers, training pants, baby wipes, and baby formula. Submit your Head Start & Early Head Start (EHS) program RFQ/RFP/Bids to bids@supremememedical.com

HME/DME – FREE shipping on orders over $750 (lower threshold available for providers only purchasing soft goods) Patient Home Delivery program allows HME Providers to drop ship disposable resupply orders and DME direct-to-home from our warehouse! We also offer Kitting services for respiratory and sleep therapy providers. Supreme can build custom 02 kits, trach kits, nebulizer kits, trilogy ventilator kits, CPAP kits, BiPAP kits, and high flow oxygen therapy (airvo) kits with YOUR NAME & LOGO on the bag! Kits arrive to your branches with all the disposable supplies your delivery technicians need to setup a new patient. Equipment Financing allows DME providers to purchase durable medical equipment in bulk and take advantage of extended payment terms of up to 36 months with no money down, and no payments for 90 days!

Home Health & Hospice – FREE shipping on orders over $250. Patient Specific Shipping program allows you to have supplies packaged, sorted, and labeled by patient and shipped to your agency. Multiple patient orders can be combined and shipped together to reach your free shipping threshold. Supplies arrive in nurse tote bags ready for your clinicians to take to the home, allowing your agency to eliminate the hassle of maintaining a supply closet. You can also choose to have orders shipped directly to your patients’ homes by utilizing our Patient Home Delivery program.

Hospital – FREE shipping on orders over $250. We can also ship freight collect on your FedEx or UPS account.

Nursing Home – FREE shipping on orders over $500. Patient Specific Shipping program is available for Part B Billers that provide management services of enteral nutrition therapy, ostomy, tracheostomy, urological and wound care products to residents in long-term care facilities. Orders are individually packaged, sorted, and labeled by resident and shipped to skilled nursing facilities. Multiple resident orders can be combined and shipped together to reach your free shipping threshold.

Pharmacy – FREE shipping on orders over $500. Our pharmacy customers along the Gulf Coast region love our Local Delivery service, where our team of friendly drivers provide inside delivery of nutritional formulas and medical supplies. If you’re tired of your current supplier just dropping off pallets or leaving cases stacked up inside your front door, we have the solution! Our team will bring the products inside your pharmacy to your desired stock location, eliminating the hassle of your staff having to haul heavy cases of products throughout your building. We distribute a full-line of adult and pediatric formulas and supplies from market leading brands like Abbott (Ensure, Jevity, Juven, Glucerna, Nepro, Osmolite, Pediasure, Similac), Avanos (MIC-KEY sets), Cardinal Health (Kangaroo), Functional Formularies, Healthy Height, Kate Farms, Kent Precision Foods (Thick-it), Mead Johnson (Enfamil), Nestle (Boost, Compleat, Fibersource, Isosource, Nutren, Peptamen), Nutricia North America (Neocate), Real Food Blends, and Vesco Medical (ENFit). Our Patient Home Delivery program is an excellent fit for pharmacies that bill Medicaid for enteral nutrition and incontinence supplies. Drop ship products from our warehouse directly to Medicaid beneficiaries’ homes!

Physician Office – FREE shipping on orders over $250. Equipment Financing program allows your office to purchase new equipment and take advantage of extended payment terms of up to 36 months with no money down, and no payments due for 90 days!

Telehealth – Patient Home Delivery and Patient Specific Shipping programs are available for Telehealth providers. Ship supplies direct-to-home or have orders individually packaged, sorted, and labeled by patient and shipped to skilled nursing facilities, correctional facilities, or any other facility based care setting. Enjoy FREE shipping on orders over $500 shipped to facilities – multiple patient orders can be combined and shipped together to reach this threshold.

Workers’ Comp – FREE shipping on orders over $750 (lower threshold available for providers only purchasing soft goods) Patient Home Delivery program allows providers that specialize in workers’ compensation claims to drop ship medical supplies and DME directly to injured workers from our warehouse! We can ship urologicals, wound and burn care supplies, TENS units, CPM units, ambulatory aids, mobility equipment, power wheelchairs and power scooters, hospital beds, patient lifts, bathroom safety equipment, ostomy supplies, and incontinence products under YOUR COMPANY NAME & PACKING LIST. With same day shipping on orders received by 3:30pm CT – you can ensure rapid delivery to injured workers and the insurance carriers, third party administrators, and employers that you serve.

*LTL shipments requiring a lift gate or inside delivery will have accessorial charges added to the invoice.

*Shipments requiring signature required or adult signature required services will have accessorial charges added to the invoice.

Supreme Medical may adjust shipping rates for any customer, including shipping rates set forth in any customer purchase agreement(s), for any reason upon delivery of at least 14 days notice.

What if I can’t find a product I’m looking for?
Please feel free to contact our Customer Service Department at 1-800-461-1370 for help anytime!

Which manufacturers and products does Supreme Medical carry?
We distribute disposable medical supplies and durable medical equipment (DME) from more than 700 manufacturers.

Whom do I contact to request a catalog?
digital version of our catalog can be viewed here. For a free copy of our printed catalog, simply search for item# CATALOG on Remotenet (our B2B ordering portal) or you can call us at 1-800-461-1370 and one of our friendly sales consultants will get one mailed right out to you! Our catalog contains 300+ pages of direct-to-home medical supplies with detailed product information to help make your purchasing managers life easier. 

New Customers

How do I create an account?
To set up an free business account with Supreme Medical, CLICK HERE. Everyday consumers, caregivers, and seniors wishing to purchase medical supplies for personal use can shop our Amazon retail store where you’ll be able to use your existing Amazon account to easily make purchases.

Do you offer payment terms or financing options?

Yes we offer both! Net 30 day payment terms are available to qualified customers. To apply for a line of credit, download our easy 1 page Credit Application. We also offer financing on DME and capital equipment purchases with terms as long as 36 months! To apply for equipment financing, download our Finance Application for quick same-day approval. We’re a big believer in minimizing paperwork and maximizing getting the job done, so rest assured you will never have to deal with multiple page applications when working with Supreme 🙂

Our business is sales tax exempt. What is needed?
Please email a copy of your company’s resale certificate to ar@suprememedical.com, or include a copy when submitting your credit application. If any further documentation is needed or required, our credit department will contact you with additional details. 

Web Site-Related Questions

Whom can I contact with Website questions?
Contact our Customer Service Department at 1-800-461-1370 from 8:00 a.m. – 5:00 p.m. CST Monday through Friday.

What will I have access to with a SupremeMedical.com log-in?
Search our entire inventory, look up your contract pricing, view real-time inventory levels, submit orders with a few clicks, track orders, manage drop ship accounts, get invoices and reports, pay your bills online and more!

How do I get a Website log-in so that I can order online?
CLICK HERE to create an online account for your business. Existing customers will be able to enter your account number to associate your log-in with your Supreme account. This will pull over all contract pricing, order history, and invoices automatically for you. 

Does Supreme Medical offer individual trainings for using your website?
Yes! Please contact us to schedule website training for you or your staff. We can cover topics such as searching for products, placing drop ship orders, placing into stock orders, accessing tracking information and invoices, viewing purchasing reports, etc.

Help! I forgot my username and/or password OR I’m having trouble logging into the website.
CLICK HERE to retrieve your password. Simply enter your email address into the forgot password box at the bottom of the page. If you are unable to retrieve your password, please contact us at 1-800-461-1370 for assistance with obtaining your password or resetting it.

How often do I have to change my password?
We do not require you to ever change your password. If at any time you would like to change your password for security purposes, simply login to Remotenet (our B2B portal) and navigate to the MANAGE ACCOUNT -> CHANGE MY PASSWORD link in the menu.

Can I create additional log-ins for others in my company?
Yes, we can create as many user log-ins for your company as you require. CLICK HERE to setup log-ins for each staff member you would like to have access to your online account.

Ordering

Supreme Medical supports online ordering through Remotenet (our B2B portal) as well as orders submitted via phone, fax, and email. We also have the ability to integrate with 3rd party billing systems and Google Docs via cXML PunchOut, SFTP, or EDI. We offer an ePurchasing integration with Bonafide – the #1 ERP for DME & HME Providers. As you can see, our goal is to make order processing as efficient and cost-effective as possible for our customers by offering a range of options suited to fit every need.

Shipping & Returns

What are your shipping options?
Supreme Medical can provide premium shipping services including Next Business Day, Second Business Day and Third Business Day. Charges for shipping services other than Ground will be added to the invoice.

What are the cut-off times for same-day shipping?
Orders placed Monday – Friday before the warehouse cutoff time listed below, will ship the same day pending credit approval.

The below chart reflects the times orders need to be placed based on the distribution center they will be shipping from.

Warehouse Cut-off Time
Theodore, Alabama Parcel Orders 3:30 PM CST
  LTL Orders      2:00 PM CST
   

What is your backorder policy?

Our fill rates are among the highest in the industry. However, we occasionally experience out-of-stocks on some merchandise. It is our policy to pay freight on backorders. We offer proactive backorder notifications to our customers – our system can automatically alert your staff by email of any backorders as they occur. To activate backorder email notifications on your account, contact your Supreme sales consultant at 1-800-46-1370. You can also view a listing online of your current backorders 24/7. Simply login to Remotenet (our B2B portal) and navigate to the MANAGE ACCOUNT -> VIEW MY BACKORDERS link in the menu.

What is your return policy?

Our Return Policy

Supreme Medical will only accept product returned within 90 days from the date of purchase. Products must be returned 6 months prior to date of expiration. Restocking fees will be applied to returns that occur 30 days after invoice date. Returns will not be accepted on special-order items, vendor drop ships, or customized kits.

Each return must include a Return Authorization Number. Unsolicited returns and returns without a Return Authorization Number will be charged a processing fee. All returns must be returned in original packaging and must be in the same unit of measure as originally purchased. Returns are subject to inspection by Supreme Medical. No credit will be issued for product that we determine cannot be resold.

Please call our Customer Service Department at 1-800-461-1370 to obtain a Return Authorization Number. Please have the invoice number and date of purchase available when calling. Please include the Return Authorization Number on the package, shipping label, or paperwork. You may also purchase a call tag by calling Customer Service at 1-800-461-1370.

Restock Fees

With the exception of special-ordered items, vendor drop ships, and customized kits, you may return or exchange any merchandise purchased at Supreme Medical within 30 days and be reimbursed for the cost of the product (excluding freight). All returns must be unopened, not expired and in salable condition.

  • • After 30 days, a 15% restocking fee will be applied.
  • • After 60 days, a 25% restocking free will be applied.
  • • No returns are accepted after 90 days.
  • The COVID-19 pandemic continues to significantly impact the global supply chain. Supreme Medical is working with our manufacturer partners to obtain product in a timely manner and ensure availability to our customers. All orders for infection control supplies, PPE, respiratory supplies and equipment, and other product categories directly related to the pandemic are non-returnable. Thank you for your continued cooperation in this matter.

Payment & Terms

Where can I find the complete Terms & Conditions?
The complete Supreme Medical Terms & Conditions of the sale of our products can be found in our Credit Application.

How do I set up a credit account with Supreme Medical?
Download our EASY 1 page Credit Application. We believe in minimizing paperwork and maximizing getting the job done, so while our competitors require you to fill out multiple page credit applications – it’s one and done with Supreme!

What are the standard terms?
Standard terms are Net 30 days from invoice date after Credit Application has been approved. For customers purchasing equipment, we offer a Financing Program with terms as long as 36 months! 

What are the payment options?
All major credit cards (Visa, Discover, MasterCard, American Express), ACH, wire transfer, and business check with approved Credit Application are accepted for payment. There is a 3% convenience fee accessed when paying invoices via credit card. To avoid this fee, simply pay with your credit card at time of order. Domestic wire transfers will incur a $15 fee. Bounced checks will incur a $42 fee. There is no fee for paying via ACH. If you would like assistance in setting up payments via ACH, please us at 1-800-461-1370 ext. 307.

Can I pay my bill online?

Yes, we offer online bill pay by credit card. To pay your invoices online, simply login to your Remotenet (our B2B portal) account and navigate to the MANAGE ACCOUNT -> VIEW MY INVOICES link in the menu. Select which invoices you would like to pay by credit card and click the PAY NOW button that appears under the Pay Your Invoices Online section. Please note: there is a 3% convenience fee for paying invoices by credit card.

Does Supreme Medical offer Volume Discounts?

Yes, Supreme Medical offers contract pricing with volume commitments. This includes GPO contracts, quantity breaks, and tiered pricing based on your annual spend with us by product category. Please contact your sales consultant at 1-800-461-1370 for more information and to discuss consolidating your purchasing through Supreme to gain additional pricing discounts for your account.

Invoicing

How soon can I receive my invoice?
Your invoice will generate at 7pm CT the same day the order has shipped from our warehouse. Tracking information will be included on the invoice for your reference. For orders that are drop shipped directly from the manufacturer, the invoice will generate at 7pm CT the day we receive shipping confirmation from the Vendor. 

Our system can automatically email invoices, statements, order confirmations, and shipment confirmations with tracking numbers to you. To start receiving these documents by email, login to Remotenet (our B2B portal) and navigate to the MANAGE ACCOUNT -> COMPANY PROFILE link in the menu and scroll to the bottom of the page. There you will see a box to key in email addresses for the documents you would like to receive. If you would like to send the documents to multiple staff members, separate each email address with a comma. You’ll see options to receive invoices, statements, general communications, and web orders. Entering an email address into the web order box will email you order confirmations and shipment confirmations in real-time as orders are placed and shipped. When you have made your selections, simply click the ACCEPT/UPDATE EMAIL ADDRESSES button.

How can invoices be sent?
Invoices can be mailed, faxed, emailed, or downloaded electronically from our website. Please let your sales consultant know which option(s) you prefer. We encourage all customers to request to receive their invoices electronically by email. Our system can send 1 email per day with all of your invoices for that day in 1 pdf document, or if preferred each invoice can be emailed individually. 

How do I go about retrieving invoices on your website?
Login to Remotenet (our B2B portal) and navigate to the MANAGE ACCOUNT -> VIEW MY INVOICES link in the menu.

How long are invoices stored online?
3 Years. To view invoices that have already been paid, check the “to show account history including closed invoices check this box” checkbox on the VIEW MY INVOICES page.

If I have multiple accounts, how do I view my invoices?
You must login to each account separately to view invoices billed to the specific account number (i.e. if you have a separate account for managing patient home delivery shipments, you’ll need to login to that account to view your PHD invoices) 

We do have the ability to associate multiple accounts to a Master A/R account for your accounts payable department. This is extremely useful for businesses that have multiple branches or are a subsidiary of a parent company that and would like to have all of the invoices delivered to a central billing office. This can also be used to combine your PHD (patient home delivery) invoices onto the same A/R statement as your stock purchases to streamline your accounts payable process with Supreme. Please contact our Receivables Department at ar@suprememedical.com or by phone at 800-461-1370 ext. 313 for assistance with setting up a Master A/R account. 

Are purchasing history reports available online?
Yes, many different reports are available online. To access our report options, login to Remotenet (our B2B portal) and navigate to the MANAGE ACCOUNT -> REPORTS link in the menu. From here, you’ll be able to print reports or export data into Excel or HTML. We offer many different reports, such as: purchasing history by item (available by quantity or dollars), and purchasing history by ship-to (drill down by facility location or patient). You’ll be able to choose the number of months you would like to view/export and also select how you would like the report sorted with just a few simple clicks. 

Drop Ship Services

Supreme Medical can significantly reduce your costs associated with receiving, inventorying, picking, packing and processing your orders with our drop ship services. We can ship medical supplies under your company’s name directly to your customers (the packing slip is customized with your company information and has no mention of Supreme Medical), providing you with access to more than 40,000 items in stock, without you having to inventory a single product. This allows you to focus your time and effort on growing your business more profitably by outsourcing the pick, pack and ship to us! 

For more information, check out the following pages on our website for detailed program specifics: 

Drop Ship program (for e-commerce websites and resellers)
Patient Home Delivery program (for healthcare providers)

Security & Privacy

What is Supreme Medical’s privacy policy?
Supreme Medical is strongly committed to safeguarding your online privacy and has taken steps to protect the information you share with us. We ensure the integrity of all ordering and profile transactions between you and Supreme Medical with the most secure encryption technologies. Furthermore, we have managerial procedures in place to help maintain the accuracy and completeness of your information. We will make a sincere effort to respond to your requests to correct information inaccuracies in a timely manner. In accordance with standard practices, we highly recommend that you keep your username and password strictly confidential.

Under no circumstances will we share your company or patient information with other interested parties without your express consent. Furthermore, under no circumstances will we contact your patients without your express consent.

Medicare Guidelines

Medicare has specific guidelines, or limits, for certain medical supplies. There are several ways to find out what those limits are and the proper documentation for required coverage. For the most up to date information click here to visit the Medicare website.

Unit of Measure

What is a Unit of Measure item?
An item that can be purchased in varying packaged quantities such as an ‘Each’, ‘Box’ or ‘Case’. Each Unit of Measure associated with the item offers a different amount of product, yet all sizes now have the same Item Number.

For example, many Intermittent Catheter items have two Units of Measure: an ‘Each’, and a ‘Box. The ‘Each’ contains 1 catheter and the ‘Box’ contains 30 catheters.

How will I know if an item is available in multiple Units of Measure?
Items with multiple Units of Measure are denoted by the ‘UM’ label on the review order page, the product search results page, and the product detail page when 2 or more Units of Measure are offered for that item.

Which Units of Measure are available to order by at Supreme Medical?
Each, Box, Pack, Case – however you need it, we are usually able to accommodate! If you order a product by the ‘each’, you request, acknowledge and agree that product literature such as product inserts, instructions for use, stand alone labeling and original manufacturer boxes may not be included, and that you have educated your patient on such product and the absence of such information or materials will not compromise the patients ability to use the product. 

How do I change a Unit of Measure in the Shopping Cart?
You can modify the Unit of Measure on any items added to the Shopping Cart before checking out. Visually, this will be indicated by a drop down menu in the ‘UM’ column. Simply click the drop down menu to make a new selection for the unit of measure you prefer. After making a selection, click ‘UPDATE ORDER QTYS’ to save and return to the shopping cart.

Note: If an item does not display any additional Units of Measure when you click the drop down menu, it is available in only one Unit of Measure and no additional options will be present in the ‘UM’ column.

Product Recalls

Product Recalls will be communicated to all customers via our online message center on Remotenet (our B2B portal). For assistance with any current product recalls, please contact your sales consultant at 1-800-461-1370.

Disclaimer

Supreme Medical cannot guarantee the accuracy of HCPCS codes and Medicare Allowable/Guidelines that appear on this website. Supreme Medical is not responsible for claims or liabilities that may result from the use of this information. HCPCS codes and Medicare information listed on Supreme Medical’s website, print catalog, and marketing materials are intended for Medicare use only. Information displayed may not apply to Medicaid, HMOs or private insurance plans.

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