Frequently Asked Questions About HCD’s Products and Services

Have a question? We’d love to help you find an answer. Check our list of FAQs (frequently asked questions) below for answers to the most common questions people ask about HCD products and services. If you still can’t find an answer, call us at 866-938-3906. Our customer care team is happy to provide any information you need.

Signing Up – Information about the process, what information you need to provide, and how much time it generally takes to get your supplies. 

Online Enrollment – At this time, online enrollment is only available for those who have Medicaid and need incontinence supplies. All others must call us at 866-938-3906 and speak with one of our friendly customer care representatives.

Reordering Supplies – Information about the reordering process, shipping, and insurance requirements. 

HCD Online – Information about how to use our online ordering service, including managing your account, password help, and more.

Text-To-Reorder – Information about our text-to-order program, which is available to customers for most of reorders. Occasionally, due to the nature of the order, a consult with our clinical experts and your medical provider may be needed before reorder.

General Information – General information about orders, shipping, and returns.

Insurance – Information about insurance coverage and requirements for supplies. 

Common Questions About Signing Up


How do I sign up for medical supplies?

Signing up is a quick and simple process. Here’s how it works:

  1. We collect your basic information in a 10-minute call or online*.
  2. Our experts verify your insurance and confirm supply coverage.
  3. We collect the required paperwork from your doctor.
  4. Once complete, we ship your supplies to your door.

*Online is currently available only for incontinence supplies.

How long does it take to sign up?

Not very long at all. Here’s a general breakdown of long each step takes:

  1. Collecting basic information: About 10 minutes
  2. Verifying insurance: 1 business day
  3. Collecting paperwork: Usually 2-5 business days, depending on the doctor
  4. Shipping the first order: Usually 48 hours to arrive at your door.

From start to finish, the entire sign-up process generally 5-12 business days. Once you’ve signed up, you can reorder supplies each month in just a few minutes.

Do I need a credit card to place an order?

Nope! You can sign up and create orders without a credit card on file.

What do I need to sign up?

There are five things you need to sign up:

  1. Basic information: Name, address, phone number
  2. Condition details: Condition type & symptoms
  3. Insurance information: Insurance card for the person using supplies.
  4. Doctor’s contact information: Doctor name & phone number
  5. Doctor’s diagnosis: Diagnosis confirming a need for supplies to treat the condition

Why do you need details about the condition?

We use condition details to determine which products are the best for your needs. Some insurance plans also require these details for supply coverage.

Why do you need health insurance information?

We need your health insurance information to verify that your plan is active and will cover your medical supplies.

Why do you need the doctor’s contact information?

Insurance plans require paperwork from a doctor in order to cover medical supplies. We’ll contact the doctor for you and collect the documents required.

Why do I need a diagnosis?

Insurance plans only cover supplies that are needed to treat a condition. A doctor’s diagnosis serves as proof that your condition requires medical supplies for treatment.

How long does it take to verify insurance?

We usually verify insurance within one business day.

How do I know if the insurance is verified?

We’ll contact you once the insurance is verified and the paperwork is complete. If we encounter an issue, an expert from our team will contact you quickly to resolve it.

How long does it take to get paperwork from the doctor?

It depends on the doctor. Usually, it takes 2-5 business days. We stay in close contact with the doctor to get the paperwork done quickly.

You can help by letting your doctor know that we’re sending paperwork regarding your supply needs.

How fast will the supplies arrive?

Once an order has shipped, it usually arrives within 48 hours. We’ll notify you when your order ships.

Will I ever get a surprise bill?

We make sure you know about all the costs before your order is shipped. If your insurance requires a copay or deductible, our team will let you know beforehand.

How do I reorder?

You can quickly reorder supplies by phone, SMS text message, or online. Here’s how it works:

  1. We’ll notify you by email, text, or phone when your next delivery is available.
  2. You answer a few quick questions for insurance purposes.
  3. Once confirmed, we’ll schedule your delivery to arrive before your supplies run out.