Frequently Asked Questions

Shield HealthCare provides introductory answers to frequently asked questions about orders, products, insurance, and other concerns. Click on a subject heading below to view questions and answers relating to your selection. Links throughout the answers will guide you to further information on our.  Should you have any further questions, please consult our Contact Us page.

Order Requests

How do I know my order has been processed?

You will receive a confirmation via email of shipping when your order is processed.

What is the difference between an order request and an order?

Due to the involved verifications needed to meet requirements for shipping we cannot guarantee all products ordered will be shipped. Our customers must meet documentation and medical necessity guidelines. We will keep you informed of any changes or issues arising from your request.

How do I cancel or change my order after it has been processed?

All orders are processed to our warehouse immediately and cannot be cancelled.

Do you collect sales tax?

Customers in California, Colorado, Illinois, Texas and Washington will be charged sales tax for items not covered by insurance.  Orders shipped to all other US States are not taxed.


How do I know if a product is covered by my insurance?

In most cases coverage for products may depend upon individual medical necessity. Please e-mail any questions regarding your needs to our knowledgeable customer service staff that will be able to explain your individual coverage needs and help obtain the appropriate medical documentation.

What if I need to know more information about a product?

E-mail our knowledgeable customer service staff. They will be able to answer your product questions and supply any further information needed.

What should I do if I cannot find a product on your website?

E-mail our knowledgeable customer service staff. They will find the product and answer your product questions.

What if a product is out of stock?

Our inventory is updated daily, and if an item is out of stock please email us or contact us at 800-765-8775 to find a comparable product that we do have in inventory.

What items can be returned?

Certain items including items worn on the skin, products in sterile packaging and any/all nutritional products cannot be returned. Please review our return policy in its entirety here.


How can I purchase a product not covered by my insurance?

Since there are many rules and regulations which dictate the way we sell products, we must ask you to e-mail your specific needs to our customer service staff. They will guide you through the process of purchase.

How do I find out if you can bill my insurance?

See our insurance partners section or e-mail us if you need assistance.

Medical Necessity Documentation

The product I am ordering requires a prescription.  What do I do?

For the fastest most efficient processing of your order, we strongly recommend your doctor fax your prescription to 800-765-8775.

How do I get you my prescription for supplies?

You may send us an e-mail with your Doctor’s name and phone number. We will take care of the rest. We will call and obtain your prescription for you.

Personal Information

How do I change my address information after I have requested an order?

To change any personal information, please contact us via e-mail. We will respond as soon as possible. Please note any address changes submitted after orders ship may delay arrival.

How do I add or remove myself from your mailing list?

You can add or remove yourself from our mailing lists at any time by entering your email address on the newsletter signup page. We will only contact you for non-order related email communications if you opt-in to our mailing list.

How will you protect my personal information?

Your personal information will never be shared with any third parties, click here to read our complete privacy policy.

Technical Support

I cannot login to my account?

You can reset your account by clicking the “Forgot Password” link.

What if I have a technical question about your website?

You can e-mail our customer service staff or if needed you can call our service support line at 800-765-8775