DME-Direct Customer Service

Frequently Asked Questions

 

Price Match

With over 20 years of experience, DME-Direct has served thousands of customers with the largest selection of braces, supports and rehabilitation products available today.  We offer competitive pricing on all of our products and physically warehouse our braces and supports for faster delivery.  To provide every customer with the very best shopping experience possible, we're offering a Price Match Guarantee to help everyone save! We will price match any competitor's listing as long as the competitor meets the following conditions:

  • The competitor has both a physical address (not a PO box) AND a contact telephone number associated with their listing - this includes all marketplaces such as Amazon, Ebay, Jet, Rakuten, etc. 
  • Any price match consideration will include the cost of shipping.  Many online sites lower prices and increase the cost for shipping to compensate for the difference.
  • The price has to be clearly stated on the competitors website and cannot be a verbal price guarantee.
  • All price match offers will be honored at the time the order is placed online or over the phone only.  We cannot price match an order after the fact - ie one that has already been placed online or over the phone.
  • Price match does not include discontinued, used or older models for clearance sales.
If you find a product where you believe price is lower than ours, you can:
  • Call us toll free at 877-721-7701 with the website and page which lists the lower price.
  • Email us at customerservice@dme-direct.com with the link to the competitors product page.
  • Instant message our customer service team with the the product information.
Shipping Costs

We know shipping costs can add up at the checkout which is why we guarantee to have the simplest shipping charges online: $7.50 for all standard shipping orders under $100, and free ground shipping in the continental 48 states for orders of $100 or more.  Expedited shipping methods are also available and are calculated based on your address information and the dimensional weight of your online order.

Product Quality

As members of the orthopedic medical community, it is our firm belief to provide today's most recognized orthopedic brands - the same braces leading orthopedic physicians recommend to patients and athletes everyday.  We do not sell second-hand, liquidated or products with old foams, resins, and glues like liquidators you can currently find on Amazon and Ebay. You won't find lesser known, lower priced merchandise here that is commonly found for sale at discount warehouses, medical supply stores, and online retail giants.  If you have to have an orthopedic surgical procedure of some type, these product lines are most likely to be used as part of your recovery and rehabilitation.

Insurance

DME-Direct.com does not process insurance claims for products sold on our website, but many insurance plans will accept receipts from "out of network" providers. All of our wholesale prices are 40-70% less than retail, and in most instances 2-4 times cheaper than insurance billing allowable prices to help save you more money. We list each product's HCPC billing code at the bottom of each product page so that you may submit your invoice, along with a copy of your physician's prescription, to your insurance for reimbursement based on your durable medical equipment coverage.

Return Policy

All of our merchandise has a thirty day return policy except for all cold therapy units, their pads/accessories, and specific products clearly marked for hygiene purposes. Because cold therapy products come in contact with incisions after orthopedic surgery and use municipal water, we have to make the assumption that once they leave our facility they have been used. We cannot, in good faith, ship this type of merchandise to another patient and have them bare the increased risk of getting an infection. For you as a customer, we want you to know that all cold therapy products coming from our warehouse have not been used by another customer in any manner.

Credit Card Information Safety

Whether you're buying or selling online, security is the most important part of any online transaction. To help battle this threat and keep our business secure, DME-Direct has taken every measure to be fully Visa CISP (Cardholder Information Security Compliance) compliant.

So what is CISP Compliance? CISP is a validation process designed to ensure online transaction security, and our website tracks the handling of sensitive data at every possible stage, providing a much higher level of security than most industry standards. Our dedicated server uses the latest in firewall, software and SSL (secure socket layer) technology to keep your information safe and sound. And we also use Paypal, who is also fully CISP compliant, to process all credit card transactions for DME-Direct.com. For fraud protection purposes, our servers do not retain any card holder's credit card information before, during, or after the transaction.  We're proud to offer the credit card industry's highest level of security to our customers.

Sales Tax

We charge 9% sales tax to customers in Los Angeles county and 7.5% sales tax to all other California residents. Customers in the other 48 states are not subject to sales tax.

Product Questions

Our lawyers thought we should tell you that the contents of this site are not intended to diagnose or treat any health problem or disease, and DME-Direct Inc. makes no recommendations of any kind or character as to any products offered for sale. See your health professional for specific medical advice and assistance in purchasing any product found on our site. Neither DME-Direct Inc. or any of its owners, nor any contributors shall have any liability for the content or any errors or omissions in the information provided by this website. Please consult with your physician before purchasing any medical product. Please refer to the "Terms and Conditions" provisions which apply to all purchases.

Our customer service department is staffed with product specialists (actually physical therapists and members of the American Orthopedic Society For Sports Medicine) to answer all your questions. Try our live chat feature, or email customerservice@dmedirect.com. with your questions. Or call us 7am - 5:00pm PST Mon-Fri at 877-721-7701 or 661-705-8330 outside the USA.