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Customer Service Center

Shipping and Delivery Methods

Specialty Medical Supply delivers by Fed Ex or UPS on most packages, but some oversized items that exceed size and weight standards of UPS and Fed Ex ground will go by LTL carrier or Fed Ex Freight. SMS will make a note on your order for the trucking company to call ahead and schedule a delivery in which you will be able to accept the delivery so please make sure you provide a good contact phone number on your order. This does not include delivery or setup into your residence or business.

Where do we ship and Deliver

WE ONLY SHIP TO THE CONTIGUOUS 48 UNITED STATES, only shipping to regular addresses. We do not ship to PO Boxes.

Shipping Rates

Shipping is provided to our customers for a flat fee of $10 for orders under $75. All orders over $75 will ship for free.

When will My Orders Ship

All orders received before 2pm EST will be processed and shipped the same day (Subject to Stock and Availability) Products will be shipped UPS or Fed Ex Ground (approximate 1-5 days) for you to receive your items.

If paying with a check the order will be shipped once the check clears, and if paying with a money order the product will be shipped once received.

Deliveries are not made on weekends or holidays. Business days are Monday through Friday. Orders received on the weekend will be shipped the following Monday.

Our office hours are Monday through Friday from 09:00 am to 05:30 pm Eastern Standard Time.

PHONE: 1-800-380-8539

When Will My Order Arrive

Shipping time is the number of business days (Monday-Friday) it takes a product to reach you from the date it is shipped from product warehouses strategically located throughout the US. Depending on your location most orders will arrive to your house anywhere from 1-4 days.

On Oversized Items such as Hospital Beds, Patient Lifts and other products considered too large by UPS, you will be contacted regarding the instructions and the approximate date of delivery plus to make arrangements and accept the delivery from a trucking company.

How do we ship multiple Items?

Specialty Medical Supply ships items from multiple distribution points; therefore you may receive more than one delivery if you purchase several items. You may also receive some of your order a day or two before you receive the rest of your order depending on what distribution center ships your product.

How Can I track my Order?

If you provide a valid e-mail address when you place your order, you will receive an e-mail confirming that your order has been shipped. You can also email and provide your order number and request tracking and a customer service representative will email it back to you shortly. Do not call customer service as they will not have access to this information.

If you created an account you may login and view your order history and email notifications including your tracking numbers.

Placing Orders and FAQ’s:

Can I order products from your Web site or over the phone? We are more than happy to assist customers with their online shopping experience; first make note of our toll free number, 1-800-380-8539, and then click on the Specialty Medical Supply page displaying your product choice. A customer service representative will take your order and process your transaction. Please have your credit card information readily available as you will be required to provide it during the order process.

Why do you need my email address & phone number when I make a purchase?

When you place an order at Specialty Medical Supply, it begins an automated process. To keep you posted throughout the process, we send you an e-mail invoice receipt confirming your order and provide tracking numbers after 24-48 hours. Also, sometimes we have questions that we must have answered before we can ship your order or shipping instructions that we need to be able to contact you to cordinate. In these cases, we try to contact you by e-mail first, and then by phone.

Can I look at orders I've placed in the past?

Yes, you can if you have set up an account. To look at orders you've placed in the past, go to My Account. You'll need to log in with your e-mail address and password if you haven't already done so.

Why do I have more than one tracking number?

Sometimes we have to package orders in more than one box. Each box that we ship to you will have its own tracking number.


Why should I create a membership with Specialty Medical Supply?

As a member of Specialty Medical Supply you can save time with our Express Checkout service when you choose to save your delivery and order information and also track your online order, view past orders and also quickly reorder.

As a member if you choose e-special notifications, you will be among the first to take advantage of personalized promotions and customized offers. Sign up now and start saving today!

If I register with Specialty Medical Supply, will I be sent a lot of junk e-mails or solicitations?

Our monthly e-specials are targeted to customers who enjoy being the first to know about savings and special offers. In every monthly e-mail, we include a link that allows you to unsubscribe. When you register to become a member of Specialty Medical Supply, you may choose to receive or not receive e-mails.

Top Questions & Answers:

What is my tracking number?

Please do not call our customer service center looking for your tracking number as our call center does not have access to the tracking numbers. Within 24-48 hrs of your order shipping from our Distribution Warehouse we will send an email with your tracking number to the email address you provided during checkout. If you do not have an email address you can log into your account from our website and view your order information including tracking number.

Where are you located?

Our Call Center and Corporate headquarters is located near Cincinnati Ohio, but we have distribution centers across the country. Most of our products ship out of Ohio, Michigan, Illinois, Indiana, New Jersey, Florida, Missouri, Georgia and California. Our warehouses are stocked with over 15,000 products but there are times that we have to ship products from other warehouses which will cause an extra day or two to your delivery time. It is our company's policy to ship from the closest warehouse if possible to provide the most direct delivery right to your door within 1-5 days.

Do you ship out of the United States?

Our FREE SHIPPING policy ONLY Applies to items shipped to addresses within the contiguous 48 UNITED STATES. Shipping outside of the 48 states or international shipping a charge will be applied. We do not ship to PO Boxes. If you want to place an order from Hawaii or Alaska you must call our customer service line and get the additional shipping costs.

Do you sell used or refurbished equipment?

No we do not stock or sell any used or refurbished equipment. Every piece of equipment we sell is brand new with the original manufacturer’s warranty information. All returns are either sold as opened boxes or are donated to area health care facilities or charitable organizations.

How are you so Cheap compared to other companies?

SMS is one of the largest providers of Medical Equipment and Supplies in the United States which gives us the buying power to get the lowest pricing in the industry which we pass on to our customers. SMS has a company philosophy of quality not quantity and unlike our competitors we do not add 70% percent mark up to our products which is standard in the medical industry.

Do you guys accept Medicare or Private Insurance?

Sorry, but at this time we do not accept Medicare or bill any third party Insurance Companies. It is the responsibility of the customer to contact Medicare and get the information necessary to submit a claim or seek reimbursement. The feedback we have received from our customers has led us to believe that with our low pricing on some or our products we are usually lower than what Medicare or private insurance would pay for the product anyway and after the possible co pay the patient will have Specialty Medical Supply’s pricing will end up saving the customer money.

Do you accept purchase orders?

We only accept purchase orders over $250.00 and from facilities that fall under the categories Hospital, Federal Government, School or Military location. You must email over the Purchase Order information to and then call our sales department to discuss the terms and conditions of the Purchase Agreement. If you have any more questions please visit our Corporate Accounts page to better assist you and further answer any questions you might have.

Are there any taxes I will have to pay?

Specialty Medical Supply only charges sales tax in the state of Kentucky. All states outside of Kentucky will not be charged a sales tax.

What is your exchange policy?

Specialty Medical Supply does not have an exchange policy. The customer needs to arrange for a RMA number and return the item they do not want and then place another order for the product that they need. When Specialty Medical Supply receives the returned item back then you will receive a refund to the credit card used on the first order. Click here to go to the online returns page.

When will my order ship?

Provided we have no problems processing payment, all orders placed before 2:00 p.m. Eastern Time (Subject to Stock and Availability) should ship the same day, and all orders placed after 2:00 p.m. Eastern Time ship the next business day.

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