Frequently Asked Questions

Do you accept insurance?

MSC Medical Shop® DOES NOT accept, process or bill any insurance, Medicare or Medicaid claims or paperwork. We realize however, that there may be some items that may be eligible for Medicare or for insurance reimbursement.  For those inquiries & to determine whether that service is available in your location, please visit our sister website for more information: Medical Service Company

I am having trouble finding a product. What should I do next?

Use the Search Bar in the top right hand corner to find the product you or looking for. You can also try shopping by product category or by brand. If you still cannot find your ideal product, please call us at 1-855-403-7035 or email

I found the product that I want. How do I place my order?

On the product page, click to add the item(s) that you would like to purchase to your shopping cart. From there, go to the Cart page and proceed to check out by entering your billing, shipping, and payment information. If you are instructed to call for pricing or do not feel comfortable placing your order online, please call us at 855-403-7035, and we would be happy to process your order for you.

What forms of payment do you accept?

We accept all major credit cards, PayPal, Sezzle and CareCredit.

Do you offer any payment plans?

Yes, we offer a few different payment plan options that allow you to buy now and pay later. Sezzle is one option that splits your order total into 4 interest-free payments over 6 weeks. We also accept CareCredit. Contact us for more information on our payment plan options.

Is MSC Medical Shop® a secure website to shop and place my orders?

Yes. We have applied the highest standards of credit card safety measures so you will never need to worry about your information being compromised. We can guarantee that your personal information is protected and safe when you shop on our website.

I have a coupon code. How do I apply this to my order?

On the Cart page, submit your promo code to the “’Coupon Code” box, which is listed underneath your cart items.

Will my order be charged sales tax?

If you live in the states of Ohio, Pennsylvania, New York, West Virginia, Indiana, Michigan, Wisonsin or Kentucky, you will be charged sales tax. By law, we are required to collect sales tax on any item purchased from any state that we have a physical location in.

Does the FREE SHIPPING apply to all states with in the United States? 

Free shipping ONLY applies to the continental United States for those orders selecting ground shipping. If you need to receive your order sooner, we can provide expedited shipping; however you will be charged an additional fee. Please contact Customer Service for more information.

How can I confirm that my order has been placed?

A few minutes after placing your order, you will receive an order confirmation sent to your email. This email will include a 5 digit order number that belongs exclusively to your order. If you do not receive an order confirmation within five minutes of placing you order, check the spam filter in your email account- sometimes emails get caught here!

Once my order has been placed, when should I expect to receive it?

Your order will ship out in 1-2 days and will arrive in 2-3 business days after it ships via ground shipping .

Where should I look to find a status and/or tracking information on my order?

Please check your email first. We will send you an email when your order has been shipped, and it will include a tracking number. You can also log into your customer account by clicking “Sign In/ Register” in the top navigation, and find status information about your order here.

How do I cancel an order that I already placed?

Please call us at 1-855-403-7035 or email

How can I share feedback on the product I purchased?

We would love to hear what you think about the product you purchased and your buying experience at MSC Medical Shop! Go to the product that you purchased and click on the “Product Review” tab to share your thoughts.

Do you have a return policy? 

Yes, we are pleased to offer a Return Policy. Because we offer only high-quality merchandise, we have remarkably low return rates. However, we recognize that there may be cases in which a customer feels the need to return a product and we want to meet that need in a way that exceeds industry standards. 

How do I return my order? 

First, contact us within the return period. We will issue you a Return Merchandise Authorization (RMA). All merchandise must be shipped back in its original packaging and the packaging must not be defaced in any way. All parts and instructions must be returned. All returns must be accompanied by a copy of your invoice. The merchandise must be unused and in its original packaging.

If you want to return an order where Sezzle was used as the payment ethod, please contact us so we can walk you through this process.

What is the return period? 

Within thirty (30) days of the date that you receive your product. 

How do I determine if a product is returnable? 

If you would like to return a product, please first check online to see if the product page states the item is non-returnable. If not stated online, you may call 855-403-7035 or contact us via email at to confirm as to whether the product can be returned. 

If not stated online, a Patient Care Representative (PCR) will be happy to help you make that determination. If you return a product without first contacting us, you may not receive a refund, and the product might even be lost in transit. Even if a PCR has previously approved return of a product, we reserve the right to refuse a refund based on the condition of the received merchandise. 

Why are some products non-returnable? 

Due to the unique nature of this business and related matters of hygiene and public safety, we cannot allow certain items to be returned. The Federal Drug and Food Administration administers rules concerning the reprocessing of medical devices, a complex issue that the FDA has grappled with for many years. 

We are not alone; other medical suppliers face the same obstacles. If it were entirely our decision, we would make all products returnable. Unfortunately, that is not the case. 

Which products are not returnable? 

Call us first and a Patient Care Representative (PCR) will be happy to help you make that determination. Merchandise that typically is non-returnable includes:

  • Eating Products – Non-returnable if packaging is opened. 
  • Hygiene Products – Non-returnable if packaging is opened. 
  • Mouth Stick Products – Non-returnable if packaging is opened. 
  • Toileting Products – Non-returnable if packaging is opened. 
  • Braces, Splints – Non-returnable if packaging is opened. 
  • Pillows – Non-returnable if packaging is opened. 
  • Bathing Products (includes Commodes, Raised Toilet Seats, Shower Chairs & Bath Benches) – Non-returnable if packaging is opened. 
  • Gel Mattress Overlays – Non-returnable. 
  • Gel Cushions – Non-returnable. 
  • Skin Cream, Lotions – Non-returnable.
  • CPAP Accessories – Non-returnable if packaging is opened. 
  • SoClean Products – Non-returnable if product is used. 

Skin salves, ointments, creams and lotions: For your safety, we maintain strict security over our inventory of skin care products to avoid contamination or product tampering. To maintain this security no skin gels or lotions may be returned or exchanged once delivered. Be assured you will never receive a product that has not been handled by anyone other than the manufacturer and our shipping staff. 

Pillows, orthopedic soft goods, supports, braces and other non-returnable health care items. For your safety and protection, regional health laws and hygienic concerns render us unable to accept returns on all pillow products, orthopedic soft goods, braces, supports, hot/cold therapy items, other health care items once it is evident the item has been opened, used or worn. We truly regret the strictness of this policy, but require it to ensure the safety and hygienic integrity of the products we sell for all our customers. We know you wouldn't want us to send you a used health care product. 

Other items may also be non-returnable. Your PCR can help you determine if your product is returnable. 

What if the product I ordered is defective?

Because each of our suppliers handle defective items differently, please call us at 855-403-7035 within 30 days from the invoice date if you encounter any problems with your purchase and we will do our best to make sure any issues are resolved in a timely manner. 

What if my order arrives damaged? 

We warehouse and package most all of our products, and work with our suppliers to make sure your order arrives on your doorstep safely and securely. If an item does arrive damaged or with parts missing, please notify us immediately. We're happy to send you replacement parts as soon as possible. 

How do I exchange an item? 

If you need to exchange an item, please contact us within the Return Period. We will issue you a Return Merchandise Authorization (RMA). All merchandise must be shipped back in its original packaging and the packaging must not be defaced in any way. All parts and instructions must be returned. All exchanges must be accompanied by a copy of your invoice. The merchandise must be unused and in its original packaging. Once the return item is received and inspected, the amount of the item will be applied as a credit for the exchanged item. If the new item cost less than the exchanged item, the difference in item costs will be credited to the original form of payment. If the new item cost more than the exchanged item, the original form of payment will be charged unless otherwise requested by the customer. Customer is responsible for exchange shipping charges. A credit approval email and new order confirmation email will be sent once the exchange has been processed. 

Where do I write the RMA? 

On the shipping label on the outside of your shipment. Make certain that the RMA is written in clear, legible fashion for easier tracking. 

How long does the RMA last? 

The RMA is effective for seven (7) days after you receive it. After that time, you will need to obtain another RMA as long as you are still within the Return Period. Outside of the Return Period, the products cannot be returned. 

May I return a product without an RMA? 

No. The RMA facilitates tracking of your returned product and expedites your refund. We receive a high volume of shipments of all types every day, and it is extremely difficult to track all incoming packages without tracking codes. 

Please note that refunds for merchandise returned without RMAs will be denied. 

Do you have a return service fee? 

Yes. Returns and refunds impose an extra workload on our part. Rather than pass this cost onto the consumer through higher product prices, we are consistent with others within our industry by requiring nominal service fees in the event of returns. 

A service fee of 20% is required for most items. Items shipped directly from the manufacturer require a service fee of up to 30%, per manufacturers' requirements. 

Are shipping and handling charges for returns refundable? 

No. We do not offer free returns. The customer is responsible for all shipping and handling costs associated with returning an item, unless the item was received defective or damaged. In the case of a defective or damaged item, please notify us as soon as possible and we will work with you to arrange for the return of this item.

In what form will I receive my refund? 

Once your return is received and inspected, the refund will be processed and a credit will be applied to the original method of payment. Returned items must be in new condition and in the original packaging. Please do not assemble or modify a product before returning it or else we cannot refund your purchase. Please note that depending on your credit card company, it may take an additional 2-10 business days after your credit is applied for it to post to your account. Gift returns will result in a credit to the gift giver's original method of payment for the items that are returned. Returns are processed every two weeks. A credit approved email will be sent when the return has been processed. 

What does a refused shipment or undeliverable package mean? 

If you refuse a package upon arrival or your package is undeliverable due to customer error, we must charge your card for the shipping cost and shipper fee caused by your decision. This policy applies even if your order was originally sent to you via FREE shipping.

How can I join your email list to be notified of specials and receive coupons?

At the bottom footer of our website, you will see a section that invites you to join our mailing list. Fill out your name and email address, and submit. You will now receive exclusive offer and special discounts from us!

How can I contact you? 

Please contact us by telephone at 855-403-7035 or by email at