FAQs for Longtime Sufferer

We’re here to make our service as easy as possible. Here are questions patients have asked and we’ve answered.

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Diabetic Pumps & Supplies Questions

What if I don’t like the Dexcom insulin pump?
Don’t like Dexcom? No problem. Please return it within 30 days for a full refund.

Can I use with Apple Watch with my Dexcom insulin pump?
Yes, but you will need an iPhone to connect with the Apple Watch. You will also need to have the iPhone close by at all times.

How long is the battery life for the transmitters?
The battery life for the transmitters is three (3) months – so we ship two transmitters every six (6) months under medical benefits. These two transmitters will last you a full six (6) months. Because pharmacy benefits only allow one transmitter to be shipped at a time, you must order a new transmitter every three (3) months with pharmacy benefits.

What do I do with my transmitter when I’m finished with it?
You can dispose of it however you prefer.

Can I use the sensors for longer than 7 days?
No, the sensors can only be worn for 7 days according to the FDA.

I’ll be using my smartphone with my insulin pump – do I have to purchase the receiver too?
Yes, the FDA requires you to purchase the receiver with the system. Your smartphone will work with the system, but it does not replace the receiver. If your phone dies or is damaged, the receiver serves as a backup, so you don’t have to miss your needed therapy.

Who do I call if my pump breaks or malfunctions?
Please call your manufacturer. You can also contact your Patient Advocate if you need help. Pumps are under manufacturer warranty for 4 years from the day it was shipped to you.

I don’t like the pump infusion set I’m using. Can you suggest another?
No. While we can provide any infusion set available, we cannot offer medical advice. Please consult with your physician or diabetes educator.

How do I learn how to use my pump?
Let the educator at your doctor’s office or the manufacturer know once your pump arrives. They will contact you to schedule a training session.

Who warranties the product(s)?
The manufacturer honors all existing warranties.

Shipping & Ordering Questions

How many infusion sets/cartridges come in a box?
There are 10 infusion sets/cartridges to a box.

When do I need to reorder transmitters?
You will need to reorder transmitters every six (6) months for medical benefits, every three (3) months for pharmacy benefits.

Do you ship overseas?
No, we only ship within the United States, U.S. Territories and APO/FPO addresses.

Can I have my product(s) automatically shipped to me?
Yes! Please ask your Patient Advocate to enroll you in our new auto-shipment program.

How long until I receive my package?
You should receive your product(s) in 3-5 business days. We primarily ship through UPS Ground.

What shipping options do you provide?
We ship primarily through UPS Ground, but we can also ship through FedEx and the USPS upon request.

Do you have auto shipments?
Yes, we have automatic programs available for all products and supplies.

I live in the Houston area – can I pick up my product(s) instead?
Yes! We are located at 10601 Grant Road, Suite 101, Houston, Texas, 77070. We are open Monday through Friday, 8AM – 5:30PM CST and Saturday 9AM – 3PM.

Payment, Insurance & Questions

Can you help me with initial costs for my pump?
Yes! We have affordable payment plans with no fees or interest.

Do you offer payment plans?
Yes, you get up to 12-months interest free.

Why does my insurance company require a pre-authorization?
Some insurance plans may require a pre-authorization to make sure you meet the policy guidelines for that equipment.

What are my ongoing costs once my deductible starts over?
Your out-of-pocket expenses will change throughout the year. We’ll check your insurance each time to determine your costs and find you the most cost-effective solution.

Why do I need to complete a HIPAA form?
The HIPPA form is Federal law. Protected Health Information is taken very seriously. If you’re over 18 years old, you must complete a HIPAA form and return it to us before we can talk with someone about your health and the products you buy.

Why do I need to complete an AOB?
An AOB is an Assignment of Insurance Benefits. By signing you give your insurance company permission to send payment directly to us. It also informs you of your financial responsibility.

Why does my child have to sign a HIPAA release form for me to order his or her supplies?
Federal law prohibits us from discussing Protected Health Information (PHI) with anyone but the patient if they are over the age of 18. If they’re under the age of 18 (a minor), we can talk with the parent or guardian. However, the patient must complete and sign the HIPAA form to give us permission to speak with you.