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 all orders received by 3:30pm 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 based upon the following order thresholds set by customer class. Certain exceptions apply, see the graphic below for details:

supreme-medical-free-freight-policy

*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 printed catalog?
For a free copy of our printed catalog, you can call us at 1-800-461-1370 and one of our friendly sales consultants will get one shipped right out to you! Our catalog contains 300+ pages of direct-to-home medical supplies with HCPCS codes to help make your purchasing managers life easier.

New Customers

How do I create an account?
To set up an account with Supreme Medical, please call 1-800-461-1370 to speak with one of our sales consultants. For a credit application, download our easy 1 page Credit Application (PDF)

Our business is sales tax exempt. What is needed?
Please include a copy of your company’s resale certificate when submitting your application for credit. 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 Web site 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, order with a few clicks, track orders, manage drop ship accounts, get invoices and reports, and more.

How do I get a Website log-in?
Please contact your sales consultant to request an online account.

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.
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 our website and access the following menu: Manage Account -> Change My Password

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. Please contact your sales consultant with the names and emails for each staff member you would like to have access to your online account.

Where can I find a Web site instruction manual or help guide?
HELP/RESOURCES Tab -> Website Training Guide

Ordering

Supreme Medical supports online ordering through our website as well as orders submitted via phone, fax, email, cxml (punchout), and through a ePurchasing integration with Bonafide. Our goal is to make order processing as efficient and cost-effective as possible for our customers. To learn how we can save you money on order processing, contact your sales consultant at 1-800-461-1370.

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 and order exceptions.

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 3:30 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 back orders (excluding enteral products, cleaning solutions, gloves, formula, DME products and bulk incontinence items).

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, or vendor drop ships.

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.

Any product shortage or shipping errors must be reported to our Customer Service Department within 48 hours of the delivery date.

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 (PDF).

How do I set up a credit account with Supreme Medical?
Download our EASY 1 page Credit Application (PDF).

What are the standard terms?
Standard terms are Net 30 days from invoice date after Credit Application has been approved.

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 invoice via credit card. To avoid this fee, simply pay with your credit card at time of order. 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.

Does Supreme Medical offer Volume Discounts?

Yes, Supreme Medical offers volume discount pricing based on a tier structure by your YTD 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 Medical to gain additional pricing discounts for your account.

Invoicing

How soon can I receive my invoice?
Your invoice will generate 1 business day after the order has left our warehouse. For Vendor Drop Ship orders, the invoice will generate 24 hours after we receive shipping confirmation from the Vendor.

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.

How do I go about retrieving invoices on your website?
Manage Account Tab -> Order History

How long are invoices stored online?
12 months. If older documentation is needed please contact our Receivables Department at ar@suprememedical.com or by phone at 800-461-1370 ext. 313

If I have multiple accounts, will I be able to see all invoices?
No, you must login to each account separately to view invoices billed to the specific account number.

Are there other invoice options?
Yes, you can also use the Customer Sales History function to create an Excel file of all Invoiced orders.

Manage Account Tab -> Reports

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 patients, providing you with access to more than 40,000 items in stock, without inventorying a single product, allowing you to focus your time and effort on growing your business more profitably. Contact a Supreme Medical sales consultant today to learn more about our drop ship services at 1-800-461-1370.

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 or contact your Supreme Medical sales consultant at 1-800-461-1370.

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. Products purchased in an ‘each’ quantity shall be returnable only upon approval by Supreme Medical.

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. For assistance with any current product recalls, please contact your sales consultant.

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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