FAQ

We offer 24/7 emergency on-call service, but most of our retail locations are open Monday through Friday from 8:00 a.m. to 5:00 p.m. For the best accuracy, visit our Locations page to double-check the store closest to you.

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CareLinc participates with most insurances.

To see some of the most common insurances we participate with, click here.

Please notify CareLinc as soon as you receive your new insurance ID number, and we’ll update your account. That way, any future orders with us will be billed to the proper insurance. We appreciate your help in keeping us up to date with your current information.

You can always call into customer service to update your account info. You can also use the LIVE CHAT feature to speak directly with a representative who can make changes. Or, you can submit our secure online form to easily edit your account information! 

Find the insurance change form here.

Absolutely! Use your existing line of credit on purchases or apply for credit to use at CareLinc either online or in our stores! If you are purchasing anything through our online store, please call our customer service department to correctly process your CareCredit card at this time.

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Merchandise may be accepted for exchange or refund within 30 days of purchase when accompanied by a sales receipt. To receive a refund, the item must be new and in its original packaging. Oxygen contents, disposable supplies, used bath items and special orders WILL NOT be accepted for return, refund or credit. Any orders purchased online through our online store need to be returned to a local CareLinc location at this time. We cannot accept any return shipments at this time.

*Some items may be subject to a restocking fee (Example: Lift Chairs / Scooters = 20% restocking fee).

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If you would like to obtain a copy of your Protected Health Information (PHI) or medical records from CareLinc, simply complete our secure Release of Records Request form.

Visit: https://www.carelincmed.com/release-of-records-request

Once your request is received, our team will review it and process it in accordance with applicable HIPAA requirements and state and federal regulations. You may be asked to provide additional information to verify your identity before your records are released.

We’d be happy to serve you! Contact CareLinc with your current physician information and we’ll handle the rest. Most supplies can ship conveniently to your doorstep.

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CareLinc uses Collect Pay from AR Allegiance to bill our customers. If you have an invoice, are looking to make a payment to your account, or would like to see recent payment history, please visit Pay Bill!

Please note - registering for an account or creating a login to shop at carelincmed.com is not the same thing as making a payment to your existing account with us.

Yes, absolutely you can! Just save your HSA card as the method of payment within our CollectPay billing portal. 

Unfortunately, we do not know everyone’s individual insurance plan so we might not be able to answer that for you. But the good news is, you can call your insurance or login into your account with them to find this information. If your plan has an administrator (like your human resources department at work, for example) they might be able to answer this for you, as well.

No, not at all with CareLinc’s help! Thanks to the Affordable Care Act (ACA), new moms are entitled to a breast pump and some supplies through their insurance. Find out today which breast pump is covered for you!

Get Qualified!

Many health insurance plans cover the cost of a breast pump with a prescription from your doctor. Which specific type of pump you can receive will be verified after we check your insurance coverage. We partner with top manufacturers like Medela, Spectra, and Motif to offer a variety of insurance-billable breast pump options.

CareLinc offers a few upgrade options for specific breast pumps. And upgrade allows new moms to get a premium breast pump at a discounted cost because we use insurance plus an up charge to pay for non-covered features. Common upgrade features can be an additional power source, more suction or hands-free operation or it may come with a carrying bag or tote. Upgraded pumps are unique to the model selected.

Typically, an insurance company will provide 1 pump per pregnancy. You can usually qualify for this benefit up to one year postpartum, too. Even if you have secondary insurance coverage, the breast pump is usually a benefit of your primary insurance.  Also note, that the benefit is usually one breast pump for each new pregnancy.

Shop Qualified Pumps

Most insurances will cover the cost of a breast pump before baby arrives. Once you discuss this with your OB and get a prescription for a breast pump, you can order anytime. We’ll be able to confirm your eligibility for coverage and mail your pump at the appropriate time.

Straight Medicaid and some Medicaid HMOs (McLaren Medicaid, Meridian Medicaid, and Molina Medicaid) DO require the baby to be born prior to us dispensing any equipment.

Learn More!

If you want help narrowing down your breast pump choices then CareLinc Medical can help! Take a look at our comparison chart to understand the similarities and differences with the pumps we order. Or, call in to speak with our experts. They will discuss various features of specific pumps and how they benefit your day-to-day routine. No matter what you’re looking for in a breast pump, CareLinc offers convenient solutions that work.

Comparison Chart

You are always welcome to contact us at cgm@carelincmed.com or via our LIVE chat, but the manufacturers of our CGM & Insulin Pump products can be reached directly for specific assistance based on product.

FreeStyle Libre: Call customer care (855) 632-8658 or visit Patient Support online

Dexcom: You can reach customer care via live chat or request a call back at Dexcom or find more help at their Patient Resources

Tandem: Call the 24/7 hotline at (877) 801-6901 or visit their Patient Support Center

Beta Bionics: Call the Tech support line at (855) 745-3800 (option 1) or visit their User Resources

Online Member Login (New Login/Register Button)

• This login is only for online orders or purchases (known as e-commerce).

• Customers wanting to place items into their carts and check out online with a credit card will use this account.

• Unfortunately, the e-commerce login area does not provide access to past orders placed via other methods (e.g., doctor-submitted RXs, phone orders, or at a specific CareLinc location).

• If you are trying to log in on our store here expecting to pay a bill or see previous non-online orders, they will not find them.

If you are experiencing login issues at carelincmed.com, first clarify which type of account you need. If you're trying to pay a bill but signed up through the Login/Register button, please navigate back to the Pay Bill option instead.

1. Online Member Login (New Login/Register Button)

   • This login is only for online ordering.
   • Customers who have placed orders and checked out online with a credit card will use this account.

   • It does not provide access to past orders placed via other methods (e.g., doctor-submitted RXs, phone orders, or at a specific CareLinc location).

   • If a customer tries to log in here expecting to pay a bill or see previous non-online orders, they will not find them.

2. Customer Account for Billing (Pay Bill Button - CollectPay)

   • This is the existing login system used to pay bills.
   • Customers who need to view past invoices or make payments on their account should always use the "Pay Bill" button (teal-colored).
   • Creating an online ordering account will not give access to billing information.

Use your existing line of credit on purchases or apply for credit to use at CareLinc either online or in our stores! If you are purchasing anything through our online store, please call the CareLinc customer service department to correctly process your CareCredit card at this time.

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The ADA Standard is a great place to start at 1:12 (meaning for every 1" of rise you will need 12" of ramp). Then you need to determine the rise. This is the distance from the top step or landing to the ground. After entering these numbers, our Incline Calculator will generate the required ramp length, along with the slope, and grade of the ramp. However, if the rise is greater than 30 inches, a platform may be required. And we can also consider other ratios like 1:6, 1:8 or 1:10 if you have a caregiver always help you. Let CareLinc do the math and suggest the best solutions for you! Contact our Home Accessibility team today. 

Yes, in most cases, you will need a prescription from a qualified healthcare provider, such as a physician or physical therapist, to obtain standard or complex rehab equipment. This prescription helps ensure that the equipment is medically necessary.

The determination typically depends on your specific medical condition and mobility requirements. A rehab sales professional or assistive technology specialist at CareLinc can assess your needs and recommend the most appropriate equipment.

To embark on your journey toward improved mobility and independence, simply get in touch with us. We can help you find a location near you and connect with our experienced team.

An ATP (Assistive Technology Professional) is a credentialed specialist (RESNA-certified) who has expertise in evaluating, selecting, and fitting complex rehabilitation equipment, including manual and power wheelchairs. Their role is to ensure the equipment meets the medical and functional needs of the patient and CareLinc has numerous ATP specialists on staff.

Complex rehab equipment encompasses a range of specialized mobility devices designed for individuals with significant disabilities or complex medical conditions. These often include custom-configured power wheelchairs, seating and positioning systems, and adaptive technology solutions tailored to an individual's unique needs. 

Our Sales Coordinators are your dedicated liaisons, assisting in navigating insurance criteria and authorization requirements to maximize your coverage. They gather essential information about your medical condition and insurance, ensuring a smooth evaluation process for Power Mobility Devices (PMDs), custom manual wheelchairs, sports equipment, standers, and pediatric equipment.

Medicare requires in-person ATP involvement to ensure that complex rehab equipment is appropriately selected, configured, and fitted based on the patient’s individual needs. This helps reduce errors, improves patient outcomes, and ensures compliance with coverage criteria for medically necessary equipment.

The way a PAP device is paid is determined by your insurance company. To take advantage of your insurance benefits it must be a rental. If you would like to private pay, you can purchase it outright.

This depends on your insurance payer, but it is typically between 10-13 months and then you own the device. Your insurance provider can give you the most accurate information about your approved rental period. We recommend contacting them directly for details.

We are only able to provide estimate ranges for the PAP devices and supplies. Each insurance payer and plan have different allowable amounts that they pay for this equipment. These allowable amounts determine what you will pay based on your deductible and copay. We don’t know exactly how much that will be until we start billing it to your insurance. You might find this guide helpful: Sleep Therapy Cost Estimate

It is CareLinc’s policy to setup an auto payment account with a card-on-file to help pay any amount not covered by your insurance (deductibles and co-pays). It is similar to paying your co-pay at the time of service for your doctor, dentist, or pharmacy. If you have specific concerns about your autopay setup, please allow a member of the billing team to reach out directly to arrange payment.

We want to work with you so you can get the therapy that you need. How much can you afford per month? Your balance will take longer to pay down with a lower amount but as long as you are making auto payments, you account will stay current.

Any past charges will still be your responsibility, but the monthly rental will stop in the month you return it. Depending on what day you received your machine, this may vary. Please call our clinical team before returning a device, we want to help you.

You insurance probably just meant that a PAP device and supplies are covered benefits on your plan for sleep therapy. But, its possible you haven't met your deductible yet or you have a specific percentage co-pay after the deductible. You can learn more about the billing of this device with our Billing & Insurance Information video. 

No, they are billed separately as a purchase whenever you need to replace sleep therapy supplies.

Replacement supplies are easy through our PAP resupply program (HealthCall). Just ask this to be setup with our PAP team and you'll receive notice for new parts on a regular schedule. Or you can submit our digital reorder form as needed.

PAP Supplies Form

Regularly replacing your CPAP supplies helps keep your therapy clean, comfortable and effective. Worn or damaged parts can affect your machine’s performance and your sleep quality. Read more about why it is important to replacement your supplies on our Blog.

You should replace CPAP supplies sooner if you notice:

• Cracks, tears or holes
• Leaks in the tubing or water chamber
• Cloudy or discolored water tub
• A loose or poor mask seal
• Stretched headgear
• Dirty or clogged filters

If you notice white powder or mineral deposits in the water tub, clean it using:

1 part white distilled vinegar to 2 parts water

Rinse thoroughly and allow it to dry completely before use.

Try these steps:

• Check if your machine has Expiratory Pressure Relief (EPR) turned on. This makes breathing out more comfortable.
• Continue using your therapy consistently as your body adjusts.
• If the problem continues, contact our clinical team. Some pressure adjustments require a physician's order.

Try these steps:

• Increase your humidifier setting or use the preheat feature before bed.
• Make sure your mask isn't leaking.
• If you sleep with your mouth open, ask us whether a chin strap or full-face mask may help.
• Review your medications with your physician or pharmacist, as many can contribute to dry mouth.

Try these steps:

• Mild mouth breathing is common while you're adjusting to therapy.
• Practice keeping your tongue against the roof of your mouth before falling asleep.
• Continue using your CPAP regularly to help your body adapt.
• If mouth breathing continues, ask us about a chin strap or full-face mask.

Try these steps:

• Reposition your mask and adjust the straps.
• Replace worn cushions or seals if they're due.
• Make sure you're using the correct mask size.
• Small leaks are normal, but large leaks may affect your therapy.

If you're unsure, our clinical team can review your therapy data and help determine if your mask needs adjustment.

Try these steps:

• Avoid overtightening the headgear.
• Clean your mask regularly using mild soap or baby shampoo.
• Replace worn cushions and supplies.
• Ask us about mask liners, memory foam cushions, or a different mask style if irritation continues.

Try these steps:

• Consider trying a different mask style.
• Memory foam cushions may provide a better seal.
• Nasal pillow masks make less contact with your face.
• Contact us for a virtual or in-person mask fitting.

This is normal — it's not a machine fault. It's the same effect as fog or water droplets forming on a window on a cold, rainy day. This is often called "rainout" and is very common.

Try these steps:

• Position your machine slightly below the level of your bed.
• Reduce cold air around the tubing by avoiding fans or open windows.
• Consider heated tubing or a tubing cover.
• Empty and dry the tubing each morning.
• Adjust your humidity setting. If you're not comfortable doing this, our clinical team can help remotely.

Try these steps:

• Check that the water chamber is fully inserted.
• Don't overfill past the maximum fill line.
• Inspect the chamber for cracks or leaks.
• If the humidifier isn't using water or displays an error, contact our clinical team.

Try these steps:

• Replace the air filter if it's dirty.
• Check all tubing and connections.
• Inspect your mask for leaks.
• Grinding, whining, or unusually loud noises may indicate the machine needs service.

Try these steps:

• Plug the machine directly into a wall outlet.
• Confirm the outlet has power.
• Disconnect and reconnect the power cord.
• Check that the power supply light is illuminated.
• Verify the water chamber is fully seated.

If it still won't power on, contact us for assistance.

Try these steps:

• Check for large mask leaks.
• Confirm all tubing is securely connected.
• Make sure you aren't accidentally pressing the power button.
• Look for any error messages on the screen.

Please note that CareLinc cannot provide technical support for manufacturer apps.

You can:

• Verify that your machine is transmitting data.
• Contact ResMed MyAir Support for account or app issues.
• Contact our clinical team if you'd like us to confirm we're receiving your therapy information.

We recommend cleaning your equipment using the instructions provided with your CPAP.

Please note:

• Ozone sanitizers are not recommended and may void your machine's warranty.
• We do not endorse ozone cleaning systems.
• Ask us if you have questions about approved cleaning methods.

Yes.

We offer battery backup options for travel and power outages. Contact us for current products and pricing.

Yes.

Please note:

• Travel CPAPs are private pay and not covered by insurance.
• A current prescription is required.
• Once used, travel CPAPs are final sale.
• Contact us for pricing and available models.

Many insurance plans require CPAP devices to be billed as a monthly rental before ownership transfers to you.

Rental periods typically last 10 to 13 months, depending on your insurance plan.

If you have questions about your coverage or charges, our PAP and Billing teams are happy to help.

Most insurance plans require you to:

• Use your CPAP at least 4 hours per night on at least 21 of 30 days.
• Follow up with your physician within the required timeframe.

Meeting these requirements helps ensure continued insurance coverage.

We can help!

Depending on your warranty and insurance coverage, we may:

• Arrange repairs.
• Provide a loaner machine while yours is being serviced.
• Help determine if a replacement device is needed.

Contact our PAP repair team to get started.

Pressure settings can only be changed with a physician's order.

However, our clinical team may be able to adjust certain comfort settings, such as Expiratory Pressure Relief (EPR), without changing your prescribed therapy.

If your pressure feels uncomfortable, contact us and we'll help determine the next step.

Contact your local CareLinc branch or our clinical team to schedule an appointment. We'll help find a time and location that works best for you.