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Help Desk

Welcome to COS Medical Supplies, Inc. online Help Desk! For answers to many common questions about our site, click on any of the underlined text below: 
 

I have a question about...
 

  Logging into Our Site
logging in & password

Shopping and Checkout
the how to's, payment methods, and getting to checkout

Return Policy
directions for returns

Shipping
how, when, how much, where and shipping contract/risk of loss

 
Order Inquiries
questions regarding your order

Privacy and Security
yes it is, get the details

Insurance Billing
questions & Medicare

Technical Problems
let us know, we're here to help

Contact Us
ask questions and offer feedback


Logging into Our Site

Why do you want me to provide COS Medical Supplies, Inc. with an login name and password?
The password is necessary to keep your information private (order information, billing address, shipping address). Together, your login name and password are your key to access your account.

I forgot my password. Help!
No problem. We can email it to you. At the Sign In screen, enter your login and then check "Please Email Me My Password".

I forgot my login name. Help!
No problem. At the Sign In screen, click on "Create New Account" and enter your information again with a new login name and password or simply go to "Check Out" and and click on "Place Order Without Account".

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Shopping and Checkout

How do I make a purchase?
To purchase items from our site, you need to place them in our electronic shopping cart. Simply click on the “Add to Basket” button on the item’s product information page. You can continue adding items to your cart until you’re ready to make your purchase. You can view the items you have placed in your shopping cart at any time by clicking on the “View Cart” icon located at the top of any page. When you are finished shopping, click on the "Checkout" button.

What forms of payment do you accept?
We accept MasterCard and VISA. Please do not use corporate credit cards.

Is it safe to use my credit card over the internet?
Absolutely! In fact, statistically it's safer to use your credit card over the Internet than in a restaurant or department store. Our servers use Secure Sockets Layer (SSL), an encryption technology that works with Netscape Navigator, Microsoft Internet Explorer, and AOL's browser, so that only COS Medical Supplies, Inc. can read a customer's personal information.

Why would my card be declined if there are sufficient funds in my account?
In order to protect our customers from fraudulent transactions, the billing and shipping address is verified through your credit card company. If the billing address on your account differs from the billing address on your bank's records, you could be declined. Please verify that My Account information is correct, and then notify your credit card company to ensure that they have your most up-to-date information. Additionally, we do not have the capability to validate funds on cards issued by foreign banks.

Can I order by phone, fax or email?
No. In effort to provide our customers with the most secure transactions, we no longer accept phone, email, or faxed orders.

Can I cancel an order?
Orders cannot be cancelled once the checkout process has been completed. Due to our commitment to process orders quickly, once the checkout process is completed our warehouse is immediately notified to pack the order for shipment. We regret any inconvenience that this may cause you.

Will you collect sales tax on my order?
We are required by law to collect state sales tax on all orders shipped to Texas.

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Shipping

How much will I pay in shipping charges?
Order as much as you like and pay only $8.50 to ship your entire order (excluding enteral products, cleaning solutions, gloves, milk, DME products and bulk incontinence items). Our special flat shipping rate means whether you buy one item or dozens of items, you still pay only $8.50 for shipping within the continental United States, Alaska, and Hawaii. We are sorry but Next Day shipping is no longer available. Please note: Most orders ship within 1-2 business days.

These shipping rates do not necessarily represent UPS or USPS published rates and may include handling charges levied by COS Medical Supplies, Inc.

Do you ship outside of the United States?
No, but we are always striving to provide the best service possible to our customers. We are currently working on finding ways to ship our products to reach more locations.

How will you ship my order and when will it arrive?
We ship most orders within 1-2 business days of receiving them. Your order will be shipped Ground or USPS Priority Mail (5 to 7 business days after shipping) as determined by COS Medical Supplies, Inc. We do not offer delivery or shipping on Saturdays, Sundays or holidays.

Please note: if your order includes several items, they may ship separately and at different times.

Occasionally, some items may be out of stock and will be on back-order status. We will process the remaining ordered items and ship the partial order. When we receive your item(s) in stock, we will ship it to you without any additional shipping charges.

Your order may be delayed if your shipping address is different from your billing address. We use this additional time to help ensure the security of your credit information.

Shipping Table

Most items are available to ship in 1-2 business days.

Shipping Method Cost to ship Delivery Time
Ground/USPS Priority Mail   $8.50 flat rate   5 to 7 business days following shipment  

What is your policy regarding lost or misdirected packages (Risk of Loss)?

Risk of Loss - All items purchased from continentostomystore.com are made pursuant to a shipment contract. This means that the risk of loss and title for such items pass to you upon our delivery to the carrier.

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Order Inquiries

I have questions about my order. What should I do?
Find out the status of your order easily online. Just go to Contact Us now! Or, send us an email at ostomy@continentostomystore.com.
 

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Privacy and Security

Is my personal information private and secure?
Absolutely. We want you to have a great time shopping and find something you love for a great value. Nothing more. Your information is safe with us. Click here for our full privacy and security policy.
 

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Return Policy

Unused, unopened items may be returned for credit up to 10 days from the original purchase date. All returns are subject to a 25% restocking fee. All product returns must have a Return Authorization Number (RAN). Packages without a RAN will be refused and returned to the sender at the sender's expense. Please be aware that if the reasons for the returned item(s) are not valid, you will be charged for return shipment to the original shipping address at UPS Ground rates. You may want to insure your return, as we cannot be responsible for lost or misdirected returns. All goods will be subject to inspection upon receipt prior to credit consideration.

Due to health and safety concerns, sterile items may not be returned if the seal or packaging is broken or punctured. Incontinence, wound care, ostomy, hosiery, cushions and pillows and other products where the intended use is to be in direct contact with the human body may not be returned.

Products must be returned in condition allowing resale. Partial cases or shipping units with items missing will not be accepted. Special orders and custom made products cannot be accepted for returns or credit refunds.  

Most product problems or defects can be resolved with the manufacturer’s service center. Please refer to the service center contact information enclosed with the purchase. Warranty information, where applicable, can be found enclosed within the product packaging.

If you have a product that needs to be returned, please follow these steps:

Directions for Returns   

  • Please email us at ostomy@continentostomystore.com. Include your name, phone number, date of the order, and the item number that you would like to return. Please include your reason for returning the product.

  • Within two business days, we will email you Return Authorization Number (RAN), the mailing address for the return, and instructions. All returned items must be in their original purchase condition including the original product packaging, manufacturer's containers, documentation, warranty cards, manuals and all accessories. All packages, including the original manufacturer's containers, must be unmarked and not defaced in any manner. Items purchased as part of a set or multi-item pack may not be returned individually. Returns that do not meet these requirements will be sent back to you at your expense and no refund will be issued.

  • Write your reason for returning the product and the RAN on the sales receipt you received at the time you made your online order.

  • The RAN must be written underneath your return address at the top left of the package being returned.

  • Mail back the return PROMPTLY. If the return is not received within 10 business days of receiving the RAN then the RAN is void and will not be honored. Shipping charges are not refundable. Returns that do not include the RAN or are received at the improper address will be returned to the sender at the senders expense.

  • You may want to insure your return, as we cannot be responsible for lost or misdirected returns. All goods will be subject to inspection upon receipt prior to credit consideration.

  • After we have received your return, inspected it, and approved it for a refund, we will credit the approved refund amount to the credit card used to purchase the returned item(s). We do not accept COD returns of any kind.

Late Returns
Items received after the 10-day return period will be rejected, and your package will be returned to you. Should we receive the same late return package a second time, we will keep the merchandise and no credit will be issued.

Exchanges
We are unable to do exchanges. You can return an item you have purchased at COS Medical Supplies, Inc. following the directions above, and place a new order for the item you would like.

Defective Merchandise
Most product problems or defects can be resolved with the manufacturer’s service center. Please refer to the service center contact information enclosed with the purchase. Warranty information, where applicable, can be found enclosed within the product packaging.

Shipping Damage
All merchandise is carefully inspected and packed before shipping. The carrier assumes responsibility for it's safe delivery at the time of shipment. Claims for loss or damage should be made with the carrier. Concealed loss or damage means loss or damage that was caused in transit due to mishandling but is undetected upon delivery because the carton appears intact. If this should occur with your order, make a written request for inspection by the carrier's agent immediately and then file a claim with the carrier. The carrier will supply the form required to file a claim. Be sure to save all shipping cartons and/or wrapping materials for carrier inspection.

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Insurance Billing

Insurance billing and collection costs are a significant cause of high prices for medical and health care supplies in the United States. We wish to offer all of our customers the lowest possible price for our products, therefore COS Medical Supplies, Inc. is not a Medicare Supplier nor are we a provider for any insurance plans.

Medicare Beneficiaries:

Notice to Medicare Beneficiaries. Medicare will pay for medical equipment and supplies only if a supplier has a Medicare supplier number. We do not have a Medicare supplier number. Medicare may not pay for any medical equipment and supplies we sell to you. You will be personally and fully responsible for payment.

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Technical Problems

I can't get your site to work properly. Can you help?
In order to better serve you, we appreciate hearing about any problems you experience while visiting our site. Please send an email describing the problem to our Customer Service team at ostomy@continentostomystore.com. Let us know what web browser software you're using, and what you were trying to do when the problem occurred. We'll have a tech expert on the case as soon as possible.

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