Customer Service

The following information should answer any questions you may have about purchasing supplies through Diabetes Supply. If your question is not answered below, please feel free to contact us.

How do I get set up as a patient with Diabetes Supply? When can I expect my prescription to be shipped?

Once we receive your new patient paperwork, along with front-and-back copies of your insurance card and photo ID, we will enter you into our system. Your insurance coverage will be verified at that time and prescription requests sent to your physician. We will be able to confirm your first order as soon as your physician replies to our request. Please make sure to include your doctor’s first and last name along with a valid phone number. The time period between when we receive your information and get prescriptions is generally dependent upon how quickly your doctor replies to our request. Insurance verification is usually completed the same day.

Orders can typically be sent out within 24 to 72 hours after receiving a prescription, as long as a valid form of payment is on file. All deductibles, copays, and shipping charges are due when your order is placed.

Will you accept my insurance?

We are in-network with most major insurance companies, including, but not limited to: Blue Cross Blue Shield of Iowa, Nebraska, South Dakota and Kansas, NE Medicaid, IA Medicaid, SD Medicaid, Aetna, Coventry, Cigna and Midlands Choice. However, each plan may have its own network or tiers. The only way to be sure is to contact your insurance company. We would be more than happy to do this for you upon request.

What will my insurance cover? How much will this cost?

Each insurance company and each plan has its own list of covered services and benefits. Each company also has its own contract with us regarding cost and coverage of items. Some items may apply toward your deductible, while others may be processed through your prescription drug card. There is no way for us to be able to tell you with 100 percent certainty that an item will be covered (or how it is covered) until we contact your insurance company and verify your benefits.

If you are interested in becoming a patient with us, we would be more than happy to contact your insurance company for you and confirm if an item is covered. We will not be able to give you a cost estimate until we have a prescription on file from your physician.

Information given is an estimate. Exact benefits will not be determined until the claim has been processed.

Can I get my insulin and test strips filled here, or do you only carry pump supplies?

We can fill all of your prescriptions for test strips, pump supplies, oral medications, and other maintenance medications. Our full service pharmacy carries ALL medications, not just diabetes related items and drugs!

Are you open on weekends?

We are open on Saturdays. Our regular hours are:

Monday–Friday, 10 a.m.–6 p.m.
Saturday, 9 a.m.–1 p.m.

Do you honor manufacturers’ discount cards?

Yes! Our pharmacy staff does their best to be knowledgeable about all current discount cards and have them readily available to add to your profile. If you are wondering if a discount card or program is available, just ask!

What is the return and exchange policy?

Please inspect your package immediately and ensure all items received match the packing slip.

Diabetes Supply accepts return of saleable items in accordance with the policy specified below. To request a return or exchange, please contact us at 1-800-779-3374.

Returns are subject to the following criteria:

  1. Return requests must be made within 5 days of receiving product and authorized by Diabetes Supply.
  2. Returned product must be received within 10 days of the return authorization.
  3. For returns that are a result of a Diabetes Supply error, Diabetes Supply will provide a prepaid shipping label.       All other shipping costs will be the responsibility of the patient.
  4. Claims will be adjusted and credits will be applied to the patient’s account upon receipt of product, warehouse inspection and approval of saleable condition (See below for details).

Return of New System

Insulin Pumps and Continuous Glucose Monitors are eligible for return up to 30 days after receipt with manufacturer approval. Supplies purchased with a new system may be returned if in saleable condition.

Orders cancelled after the item has shipped are subject to standard return policies.  

An item is considered saleable if it is in the original packaging, the packaging is unopened, all safety seals are intact and there is no writing present.

Customer will not be reimbursed for any non-saleable items.

Medications are not returnable by law.

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