Policies

Privacy

Your privacy and credit card security are of the utmost importance to us. We do not collect or maintain personal information about our customers for marketing purposes. Your name, email address, home address, and purchase information are never released or sold to any outside agency for marketing or any other purpose. Our online software does not retrieve information from your computer without your knowledge or permission.

We supply your email address to United Parcel Service at shipment time so that you can monitor and trace your order through their online tracking system. You will be sent one email message with a tracking number, and instructions for accessing the FedEx online tracking system. We do email our own customers from time to time with news and special discount offers, but you will always be given the option to permanently remove your name from our email list.

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Medicare and Insurance Billing

Effective October 1, 2009

Mountain View Medical Supply is no longer accepting or processing Medicare or Medicaid claims.

If you need to bill your insurance we will provide you with a detailed invoice that includes HCPCS/insurance codes, that you can use to submit your own claim. Please contact your insurance company for claim forms and instructions.

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Payment

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

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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)

FedEx Ground (outside Colorado)

Order Total Shipping/Handling Charge
Under $20.00 $10.00
$20.00 to $59.99

$9.00
$60.00 to $100.00 $8.50
Over $100.00 No charge

 

FedEx Ground (inside Colorado)

Order Total Shipping/Handling Charge
Under $100.00 $8.50
Over $100

No charge

 

Priority Shipping: Not available for items marked Ground Only. These rates do not apply to orders with shipping weights over 8 pounds, or for Alaska and Hawaii. If the combined weight of your order exceeds 8 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.

FedEx 3 Day Select $14.50
FedEx 2nd Day Air $19.50
FedEx Next Day Air $36.00

 

Handling Charge: Some DME products that are considered oversized by UPS may have an additional handling charge on them varying from $10-$25.

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.

FedEx delivery schedules are based on business days, so please allow for weekends and holidays - for example, a FedEx 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 FedEx 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 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 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

To ensure proper credit, please call us for a return authorization at 800-873-7121 before returning any item. Items returned without an authorization number may be denied for a refund, or subject to a 25% restocking charge at our discretion.

Please note that items such as opened incontinent supplies, bath room 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 and scooters are non-returnable as we have no way to ensure that the product has not been used.  If any of these products are damaged or defective, they will be replaced with an identical item only.

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. Upon receipt of the 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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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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