Frequently Asked Questions About HCD’s Products and Services

The process for online enrollment is simple. Here’s how it works:

1. Go to enroll.hcd.com on your desktop or mobile device.
2. Follow the step-by-step instructions.
3. At the end, you’ll receive a notification when your enrollment is complete.

Note: You will need to have available your Medicaid member ID number and your physician’s contact information to complete the process.

That’s it! The entire process typically takes about 10 minutes.

Once you complete the form, our customer care team will reach out to you to confirm the request, as required by Medicaid, and get your order processed. At this time, if there are any questions about your coverage, or additional questions for you, we will ask them to keep the process moving forward.

Expect A Call from Us: We will be calling you from an 804 number, so please be up the call so we can keep your order moving along.

Yes, it is safe to provide your information. By federal law, we comply with HIPAA’s privacy regulations, which means your data is securely transferred and stored.

No. No credit card is required to complete the process or build your supply orders. If your Medicaid plan requires a copayment, we’ll contact you about that before we ship your order.

There are a few things you need to sign up:

1. Basic contact information – Name, address, & phone number
2. Incontinence symptoms – Frequency & leakage.
3. Medicaid information – Health plan name & member ID.
4. Doctor’s contact information – Name & contact for the doctor treating incontinence.

If you haven’t seen a doctor yet, you can still complete your enrollment and visit your doctor afterwards (as soon as possible).

Absolutely. Your progress is saved, so you can return and finish it later. Just log back in with the email and password you created during the process.

Absolutely! Your progress is saved, so if you begin online but prefer to give your information to our team directly, you can do so. Any online enrollments that are started and not completed, our team reaches out to within a few days. Or feel free to call our team: 866-938-3906.

Yes, you can sign someone else up if you are authorized to do so. Make sure that you use their doctor and insurance information, and not yours.

We ask about specific incontinence symptoms to help to determine the right product and product size. Some insurance plans also require these details to determine supply coverage.

We ask about specific incontinence symptoms to help to determine the right product and product size. Some insurance plans also require these details to determine supply coverage.

We need your Medicaid information to verify that your plan covers medical supplies, and to bill your Medicaid for the cost.

Yes. Currently, our online tool is only for incontinence supplies are only available for customers with Medicaid. If you have another insurance plan and want to learn about coverage options, call us on 866-938-3906.

Insurance plans require paperwork from a doctor to cover medical supplies. But don’t worry, we work directly with physicians to collect the paperwork needed.

Without a doctor’s diagnosis, insurance will not cover the supplies. Insurance plans only cover products that are medically necessary, which means a doctor has confirmed they are needed to treat a specific condition.

You can reset your password by clicking the “reset password” link on the login page. We’ll send a link to the email associated with the account, and you can reset your password by following the instructions.

If you can’t remember what email you used, or if you don’t have access to that email, call us for assistance: 866-938-3906.

You can call us any time on 866-938-3906 to get help with online enrollment. We can walk you through the process, answer your questions, and even complete your enrollment by phone.

There are three ways you can reorder supplies:

1. By Phone – Call us at 866-938-3906 from 8 a.m. – 10 p.m. EST Monday through Friday, 8 a.m. – 1 p.m. EST Saturday, and 1 – 5 pm EST Sunday or call our automated ordering system.
2. By Text Message – Text “START” to 98685, and we’ll text you again as soon as you have an order due.
   Standard Message & Data Rates May Apply. Message Frequency varies.
3. Through Your HCD Online Account – Sign into your secure online account 24/7.

The process is very simple. Here’s how it works:

1. We’ll notify you by email, text, or phone when your next delivery is available (within 10 days of the next order being available for shipment).
2. You answer a few quick questions confirming your order to meet insurance requirements.
3. Once confirmed, we’ll prepare your order and ship it as soon as your insurance allows.

In most cases, the reordering process takes less than 5 minutes, depending on how you reorder. Once approved and shipped, orders typically arrive within 2 business days.

Note: If you approve your next order prior to it being available for shipment, we will ship it as soon as it is allowed to be shipped.

Most insurance plans allow one shipment of supplies every 31 days. We prepare your order 10 days early so that it arrives on time. Once you’ve confirmed your information, we’ll ship your order when it is available to be shipped based on insurance requirements. If approved when we call or you confirm via text or customer portal, you should have your supplies in plenty of time so you do not run out.

In most cases, you can start the reorder process 20 days after your previous order. We’ll notify you when your next order is available.

Yes, we’ll contact you about 10 days before your next order is available to ship.

Insurance companies require us to verify before each order that you still need supplies, and that you are eligible to receive them. This protects against fraud and abuse.

Please call us ASAP to update your account. A change in insurance or doctor may require new paperwork before we can ship your next order. To avoid delays in service, please let us know about changes as soon as you can. You can call 800-565-5644.

No, generally new paperwork is not required each month. Once we’ve collected the paperwork, we can use it for as long as it’s valid. If your order changes or your paperwork expires, we may need to collect new paperwork. When that happens, we will let you know as soon as possible.

An available order is eligible to be shipped to you right now. Future orders are not yet eligible to ship but become eligible 20 days after the shipment of your previous order. We do this to make sure that your next shipment arrives before your supplies run out but are careful to not ship too early, as a requirement of health plans.

Some orders cannot be requested via the online portal due to the complexity of the condition. If you’re unable to request an order online, simply call us at (800) 565-5644, and we’ll confirm your request for shipment.

Due to insurance rules, you cannot request more supplies through the online portal. If you feel you need more supplies before your next order becomes available, then contact us. We will work with you to determine what we can do to support you.

Most insurance plans have quantity limits for each product and will only cover the quantity that is on your paperwork. You can request fewer supplies online, but not more. If you need to increase your monthly supplies, contact us, and we’ll be happy to work with you to see what options are available.

A mailing address is the address used to receive mail such as letters, bills, and invoices. A shipping address is the address used to receive packages. If your shipping address is different from your mailing address, then make sure you use your shipping address as the delivery destination for your supplies. PO Boxes are not permitted for the shipment of medical supplies.

Tracking information for your order is available on the released orders screen. You can use this to find the status of your order. Orders usually take 1-2 business days to arrive at your door, once physician approval and documentation is received and your order is prepared. If your supplies have not arrived within that time, then contact us at (800) 565-5644 and we’ll be happy to assist you.

In addition to logging into the customer portal, you can sign up for order status updates. When you speak with one of our customer service representatives, let them know and they will be happy to get you signed up.

If you’re seeing a new doctor for your condition, then send us a message through the form below or call us at (800) 565-5644 as soon as possible to update your doctor’s information. We may need to get new paperwork from your new doctor to send your supplies on time.

Please send us a message with your new insurance information in the form below, or call us at (800) 565-5644, Monday – Friday, 8 a.m. – 10 p.m. EST, Saturday 9 a.m. – 1 p.m. EST, and Sunday, 1 – 5 pm, to update your insurance information. We need your most up-to-date insurance information to avoid delays in sending your supplies.

Phone Number:
(800) 565-5644

Business Hours:
Monday to Friday – 8 a.m. to 10 p.m. EST
Saturday: 9 am – 1 pm EST
Sunday: 1-5 pm EST

Instead of calling when your next order is available, we’ll send you a text message with a link to a secure, quick reorder page. Once you receive your Reorder Alert text, the whole process has three easy steps:

1. Click the link provided
2. Answer a few questions on the secure web page
3. Click submit

Just click the link, answer the questions, and hit confirm. That’s it! In less than a minute, you can reorder your supplies.

Once you have confirmed your order, your order will be prepared for shipping as soon as it is allowed. We reach out to you up to 10 days prior to being able to ship your order, so in some cases, we cannot ship your order the same day you approve.

You’ll receive a text message (instead of a phone call) up to 10 days before the anticipated ship date of your next available order.

We’ll send up to 4 Reorder Alerts per month. We’ll only send you a text message for the following reasons:

• To notify you when your order ships
• To notify you if there’s an issue preventing your order from shipping
• To acknowledge a text you’ve sent us

Easy! Just text “START” to 98685, and we’ll text you again as soon as you have an order due.
Alternatively, the next time you are on the phone with one of our team members, ask about our Reorder Alerts program and we’ll get you set up.

Standard Message & Data Rates May Apply. Message Frequency varies.

Reply “REMIND” to the text and we’ll send a follow-up text in one week. You can still reorder your supplies before then by using the link in the text, by calling us, or by logging into your account at the login page.

Unfortunately, no. For your security, we need to confirm some information to ship the supplies. However, the entire reorder process, including confirming your information, takes less than a minute via text.

Not currently. For security and privacy reasons, we do not ask for personal information over text. But you can click a link in the reorder alert text message to place your order on a secure webpage, and that takes less than a minute!

Yes, you can call one of our team members during business hours. We’re open 8 a.m. to 10 p.m. EST Monday – Friday, 9 a.m. to 1 p.m. EST Saturday, and 1 – 5 pm EST Sunday. If you forget to respond to the text, we’ll still call to remind you.

You can also reorder online by logging into your HCD account.

If you don’t want to receive text messages at all, just reply “STOP” to any text we’ve sent. We won’t send you any more texts until you ask us to resume.

Easy! Just text “START” to 98685, and we’ll text you again as soon as your next order is due.

Standard Message & Data Rates May Apply. Message Frequency varies.

Just like any other sent or received texts, standard message & data rates may apply. Message frequency varies. This will depend on your mobile device carrier and the plan you have.

We will NEVER ask you for ANY personal information over text: not your insurance information, social security number, or even your favorite color.

If we need personal information to complete your order, we will ask you to call us so we can speak on the phone to find a solution. During the call, we will verify we’re speaking with you or an authorized contact for yourself.

If you stopped getting texts, it could be because your phone was disconnected, your phone number has changed, or you may need to add HCD to your trusted contacts.

If we receive a response to a text that your carrier has disconnected your phone number, we automatically unsubscribe your phone number from our reorder notifications. If your number has changed, we just need to make sure we have the new number on file.

If you are not getting texts, here are a few solutions to try:

• To ensure you never miss a message, mark 98685 and our customer service number, 804-200-7300, as trusted contacts in your mobile device.
• Text “START” to 98685 to enroll your current phone number into Reorder Alerts.
• Call us at (800) 565-5644 and one of our team members will be happy to enroll you into Reorder Alerts. We’re 8 a.m. to 10 p.m. EST Monday – Friday, 9 a.m. to 1 p.m. EST Saturday, and 1 – 5 pm EST Sunday.

We provide free home delivery anywhere in the continental United States.

We ship to valid addresses in the United States. Our apologies, we cannot ship to P.O. boxes.

All in-stock orders placed before 4 PM Monday-Friday will ship on the same business day and should arrive within 1 to 3 business days.

If you need to return merchandise, please call toll-free 804-545-4530 to receive a Return Authorization Number. All returns must be made within 30 days of purchase. We cannot accept returns on used hygiene products unless the product is unopened or is defective. To ensure acceptance of returned merchandise, boxes should not be marked in any way.

• Call our Returns Department at 804-545-4530 between 8 AM – 5 PM ET, Monday – Friday.
• We will arrange for the product to be picked up within 7-10 business days.
• If a replacement is needed, we will ship it at no cost to you within 24 hours of your call. Your replacement order should arrive within 1-3 business days.

We inspect and guarantee that all our products are of the highest quality at the time of shipment. Please immediately contact us or call 804-545-4530 if your order arrives damaged. Misuse or misapplication of items is beyond our control and will void any warranty, expressed or implied.

If you have further questions, please contact us or call 1-800-565-5644.

We make getting medical supplies with your insurance as fast and simple as possible. Here’s how it works:

1. We contact the customer before every order.
2. We collect all required plan-of-care documents.
3. We deliver in discreet packaging to their door.

For Health Plan Case Managers or Medical Office Professionals, referring your patients is simple!

There are three ways to do it:

1. By referring a patient online here
2. By phone: 1-800-565-6167
3. By fax at (888) 565-4411
4. By email: Refer@hcd.com
5. By emailing your Account Representative

If you are an individual or family caregiver needing supplies, please call 866-938-3906.

We accept Medicare, some state Medicaid plans, and some private insurance plans. To see a full list of plans, visit our insurances page. (link to the network plans page)

Yes. We work with insurance companies to provide supplies, which means that health insurance is required to receive 30 or 90 day orders, depending on your plan coverage.

Insurance plans will only cover the number of supplies medically necessary to treat a condition. Anything more than that is not considered medically necessary, and insurance will not cover it. Medical necessity is determined by your doctor or another qualified healthcare professional.

If your products or quantities do not meet your needs, make sure your doctor knows about it. We will work with your physician to get the medically necessary products and quantities for your condition.

Most insurance plans only cover medical supplies that are considered “medically necessary.” The term “medically necessary” means that the supplies are needed as part of a treatment plan for a specific condition.

Only qualified medical professionals, like a doctor or Physician Assistant, can determine that supplies are medically necessary to treat a condition. Without documentation from a doctor stating your need for supplies, insurance will not cover them.

NOTE: Even with a doctor’s prescription, not all supplies are covered by every health plan. The best way to learn what your plan covers is to contact your provider or speak with a member of our team.

Unfortunately, Medicare does not currently cover incontinence supplies. Most Medicaid plans, however, do cover incontinence supplies. If you have Medicaid, you may be eligible to receive monthly product orders at little to no cost. Call 866-938-3906 and one of our representatives can assist you.