Policies

Medicare and Insurance Billing

Mountain View Medical Supply is not a Medicare or Medicaid provider. If you purchase your medical supply needs from us you will not be reimbursed for the items purchased.

It is your responsibility to know your insurance coverage benefits and restrictions. We advise you check with your insurance carrier directly to know if they will reimburse you for purchases made from our company. Mountain View Medical Supply is not contracted as an In Network provider for any Insurance company.

Mountain View Medical Supply will assume no responsibility for insurance claims, payments or denials.

Payment

We accept VISA, MasterCard, American Express or Discover credit cards for payment of your order. We do not offer open account or COD service.

Sales Tax (Colorado Only)

We are required to collect sales tax on taxable items shipped to our Colorado customers. The online catalog system will calculate sales tax at 8.55% on taxable items, however the tax actually charged to your credit card may be less, depending on the city and county the order is shipped to.

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Prescriptions

Under United States Federal law, some of the items we sell require a physician’s prescription before we can ship your order and it is our policy to strictly comply with these regulations. These items are marked Prescription Required. If you need to order a prescription item, please have your physician fax or mail a current prescription to us. Your name, the item description, and your physician’s name, address and phone number must all be clearly legible. Our fax number is 303-455-1333, or it can be mailed to Mountain View Medical Supply, 5076 W. 58th Ave, Arvada, CO 80002. Once we have your prescription information on file, reorders will be shipped without delay.

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Shipping rates and policies

Rates (Continental US)

Ground Shipping (outside Colorado)

Ground Shipping (inside Colorado)

Priority Shipping: Not available for items marked Ground Only. These rates do not apply to orders with shipping weights over 2 pounds, or for Alaska and Hawaii. If the combined weight of your order exceeds 2 pounds, we will notify you by phone or email with actual shipping charges for your authorization prior to shipping. Backordered items will be shipped Ground.

Handling Charge: Some DME products that are considered oversized by shipping carriers may have an additional handling charge on them varying from $10-$35.

Schedules

Orders received by 12:00 Noon Mountain Time on regular business days (Monday – Friday) are usually shipped the same day. If we cannot ship your order by the end of the third business day after we receive it, you will be notified of the reason for the delay, and given an estimated shipping date. Your credit card is not charged until your order actually ships.

Ground shipping delivery schedules are based on business days, so please allow for weekends and holidays – for example, a Next Day Air order received after 12:00 Noon on Friday will not be delivered until the following Tuesday.

Policies

We only ship orders within the 50 United States. We cannot ship to other countries, US territories and possessions, or to APO/FPO addresses.

All orders will be shipped by Ground Service – if you have special shipping requirements, please call before placing your order. If any item on your order is marked Ships Ground Only, the entire order will be shipped by ground. FedEx and UPS will not deliver to US Postal Service PO box addresses, so please enter a street address with your order. We can provide special handling or priority shipping for all items, but please call for a rate quote before placing your order.

Alaska/Hawaii

We welcome orders from Alaska and Hawaii, but FedEX/UPS only offers Next Day Air or Second Day Air service from the mainland US to Alaska and Hawaii at rates substantially higher than continental US rates. Therefore, we can only ship Alaska and Hawaii orders by charging actual shipping costs. To avoid delays, please call for rates before placing your order. If you place an order with an Alaska or Hawaii shipping address, we will notify you by email with actual shipping costs and a corrected order total for your authorization before shipping your order or charging your credit card.

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Returns

We are proud of our products and service. If you are not satisfied with your purchase, call for a return authorization within 10 days after your order is delivered. You may return items which are in unused condition and still in their original undamaged packaging. See details below for more information.

Your receipt is required and a valid ID may be required for all returns, exchanges, and warranty repair services.

Refunds will be made in the same manner that payment was made. If your purchase was made by check – a refund check will be issued from our office within 14 business days of return.

Please note that items such as opened incontinent supplies, bathroom equipment, opened sterile products, compression hosiery, braces and supports, pillows, wedges, and personal/hygiene care items are not returnable for sanitary and health reasons. Lift chairs, hospital/luxury beds, oxygen concentrators, power wheelchairs and scooters are non-returnable.

CBD products are non-returnable even if they have not been opened.

Items that show evidence of use/wear, smell like smoke (cigarette/cigar/marijuana), have stains (make-up, grass), or body odor will not be accepted for return.

Items which are special ordered for you, have been altered, printed or embroidered are not returnable.

Clothing and apparel may be returned for in store credit only if tags are attached and item has not been worn. All garments must be clean with no odors, no pet hair and in perfect resalable condition.

All sales are final on all discounted or clearance items.

You may return items which are in unused condition and still in their original undamaged packaging, except for the items noted above.

We reserve the right to deny any return or exchange.

If you picked your order up at our store, you must also return it to our store within 10 days of your purchase.

If your order was shipped out to you: To ensure proper credit, please call us for a return authorization at 303-455-1300 or 800-873-7121 before returning any item. Items returned without a return authorization number may be denied for a refund, or subject to a 25% restocking charge at our discretion. If you are not satisfied with your purchase, call for a return authorization within 10 days after your order is delivered. Upon receipt of the return item, we will issue a credit for the merchandise total, but not the original shipping charges. You must pay all return postage and insurance charges, and are responsible for the item until we receive it. We will refund original shipping costs and reimburse your return postage costs only for items that are damaged in shipment, defective, or shipped in error.

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Loyalty Points

Earn up to 1 point for every dollar spent. Rewards will expire after 6 months. Up to 3% reward will be awarded 20 days after the order has been shipped. You may redeem your rewards discount via the shopping cart checkout process after you have accumulated 200 or more points.

Mountain View Medical Supply on-line loyalty points program is different than our in-store rewards program. The points are not interchangeable between the two separate programs. On-line points earned cannot be used for in-store purchases and in-store purchase points cannot be sure for on-line purchases.

If you return your order the loyalty points you received will be reduced by the return amount.

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Hippa Privacy Policies

THIS NOTICE DESCRIBES HOW MEDICAL INFORMATION ABOUT YOU MAY BE USED AND DISCLOSED AND HOW YOU CAN GET ACCESS TO THIS INFORMATION. PLEASE REVIEW IT CAREFULLY.

Mountain View Medical Supply, Inc. is required, by law, to maintain the privacy and confidentiality of your protected health information and to provide our patients with notice of our legal duties and privacy practices with respect to your protected health information.

Disclosure of Your Health Care Information

We may disclose or receive patient health care information for the following:

Medical information, including health history is collected from the patient, family member, or other health care provider upon initiation and is then stored in the patient’s medical file and on computer.

Health care information maybe disclosed to:

Other health care providers, for the purpose of referral, consultation or coordination of health care, health care insurers, disability insurers, business associates, persons responsible for patient’s health care, such as a parent or nurse, billing organizations, collection agencies, law enforcement officials or agencies, correctional institution, public health authorities, research institutes, family members, workers’ compensation insurers or state agency, if applicable.

Payment

We may disclose your health information to your insurance provider for the purpose of payment or health care operations. As an example, “As a courtesy to our patients, we will submit an itemized billing statement to your insurance carrier for the purpose of payment to Mountain View Medical Supply, Inc. for health care services rendered. The billing statement contains medical information, including diagnosis, date of injury or condition, and codes which describe the health care services received.”

Workers’ Compensation

We may disclose your health information as necessary to comply with State Workers’ Compensation Laws.

Dispensing Supplies & Equipment

We may disclose or receive health information about you with your care provider, physician or family member to assist in identifying your medical supply needs and insurance reimbursement information.

Public Health

As required by law, we may disclose your health information to public health authorities for purposes related to: preventing or controlling disease, injury or disability, reporting child abuse or neglect, reporting domestic violence, reporting to the Food and Drug Administration problems with products and reactions to medications, and reporting disease or infection exposure.

Judicial and Administrative Proceedings

We may disclose your health information in the course of any administrative or judicial proceeding.

Law Enforcement

We may disclose your health information to a law enforcement official for purposes such as identifying or locating a suspect, fugitive, material witness or missing person, complying with a court order or subpoena, and other law enforcement purposes.

Deceased Persons

We may disclose your health information to coroners or medical examiners.

Specialized Government Agencies

We may disclose your health information for military, national security, prisoner and government benefits purposes.

Marketing

We may contact you for marketing purposes or fundraising purposes. We are permitted to give you a promotional gift of nominal value, if we so choose, without obtaining your marketing authorization. In addition, we may communicate with you about products or services relating to your treatment, supplies, case management or care coordination, or alternative treatment, therapies, providers or care settings without your marketing authorization.

Change of Ownership

In the event that Mountain View Medical Supply, Inc. is sold or merged with another organization, your health information/record will become the property of the new owner.

Your Health Information Rights

You have the right to request restrictions on certain uses and disclosures of your health information. Please be advised, however, that Mountain View Medical Supply, Inc. is not required to agree to the restriction that you requested.You have the right to have your health information received or communicated through an alternative method or sent to an alternative location other than the usual method of communication or delivery, upon your request.You have the right to inspect and copy your health information.You have a right to request that Mountain View Medical Supply, Inc. amend your protected health information. Please be advised, however, that Mountain View Medical Supply, Inc. is not required to agree to amend your protected health information. If your request to amend your health information has been denied, you will be provided with an explanation of our denial reason(s)and information about how you can disagree with the denial.You have a right to receive an accounting of disclosures of your protected health information made by Mountain View Medical Supply, Inc..You have a right to a paper copy of this Notice of Privacy Practices at any time upon request.

Changes to this Notice of Privacy Practices

Mountain View Medical Supply, Inc. reserves the right to amend this Notice of Privacy Practices at any time in the future, and will make the new provisions effective for all information that it maintains. Until such amendment is made, Mountain View Medical Supply, Inc. is required by law to comply with this Notice.

Mountain View Medical Supply, Inc. is required by law to maintain the privacy of your health information and to provide you with notice of its legal duties and privacy practices with respect to your health information. If you have questions about any part of this notice or if you want more information about your privacy rights, please contact the Privacy Officer by calling this office at 303-455-1300. If the Privacy Officer is not available, you may leave a voice mail message and your call will be returned within 2 working days.

We reserve the right to, meaning we may, change the terms of this Notice at any time If we change this Notice, we may make the new notice terms effective for all Protected Health Information that we maintain including any information created or received prior to issuing the new notice. If we change this Notice, we will post the new notice in the showroom area at our facility and on our internet site. You also may obtain any new notice by contacting the Privacy Officer.

Complaints

Complaints about your Privacy rights, or how Mountain View Medical Supply, Inc. has handled your health information should be directed to the Privacy Officer by calling this office at 303-455-1300. If the Privacy Officer is not available, you may leave a voice mail message and your call will be returned within 2 working days.

If you are not satisfied with the manner in which this office handles your complaint, you may submit a formal complaint to: DHHS, Office of Civil Rights, 200 Independence Avenue, S.W., Room 509F HHH Building, Washington, DC 20201

This notice is effective as of 04/14/03.

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