Frequently Asked Questions
We've made it easier than ever to find the answers you're looking for. Consider it customer "self-service" from CareLinc. But as always, contact us with specific questions about your account or equipment. We're happy to help.
Why do I have 2 CareLinc logins?
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.
-
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.
-
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.
Does CareLinc participate with my insurance?
CareLinc participates with most insurances.
To see some of the most common insurances we participate with, click here.
Can I use CareCredit at CareLinc?
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.
Can I use CareCredit for ecommerce purchases?
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.
What is my deductible?
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.
My insurance changed, what should I do?
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.
I have an invoice from CareLinc but can't login to pay.
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 here at carelincmed.com is not the same thing as making a payment to your existing account with us.
How can I switch to CareLinc and order my supplies?
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.
What are CareLinc's hours?
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.
What is your return policy?
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).
I have a CGM/Insulin Pump from CareLinc and need help.
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
How do I determine the right length of ramp I need for my house?
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.
Is it hard to get a breast pump covered by insurance?
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!
What type of pump am I eligible for?
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.
Can I get a breast pump before the baby is born?
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. Once you submit your information online we’ll be able to confirm your eligibility for coverage.
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.
How many breast pumps does insurance cover?
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.
What is an upgraded breast pump?
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.
Which breast pump should I choose?
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.