What are your business hours and how can I contact you?
TruWay Health customer service representatives are available 8:30 am to 5:00 pm Monday through Friday, Eastern Standard Time. Our offices are closed for the following holidays: New Years day, Memorial day, Independence day, Labor day, Thanksgiving and Christmas. We can be reached by telephone, (855) 674-1089. If you would prefer to email customer service, the address is help@truwayhealth.com
How do I return or exchange my medical supplies?
Our customer service representatives would be happy to assist you in any way that we can. We can be reached at (855) 674-1089, M-F, 8:30 am - 5:00 pm EST, if you have questions about your order or need help in any way. TruWay Health honors all manufacturer warranties. More information about returns can befound in our returns policy on our website. You may also email customer support at help@truwayhealth.com with your order # and return request and you will receive a reply within 24-48 hours.
How do I check the status of my order?
Information regarding your order is available anytime on your account page via the order history tab. If you need help accessing your account, please call us at (855) 674-1089, M-F, 8:30 am - 5:00 pm EST, and we can assist you. Tracking will be emailed to the same email address you used to register on our site as soon as it is available.
Which payment methods are accepted by TruWay Health?
TruWay Health accepts American Express, MasterCard, Visa, or Discover credit cards. You can also pay via ACH Deposit, Wire Transfer, or Check/Money Order but there will be a delay as it takes extra time for offline payments to clear. If you prefer to pay by check, download our order form and you can mail us your order with your included check. If you would like to pay by C.O.D. you will need to contact our office at (855) 674-1089, M-F, 8:30 am - 5:00 pm EST
What happens when a manufacturer changes a product?
TruWay Health makes every effort to keep our website updated with accurate pictures and descriptions; however, sometimes manufacturers change the materials used to make a product (like switching from latex to latex-free) without notifying us. Manufacturers will also change the color, style, and type of boxes used. If your item does not match the description or image used on truwayhealth.com, please feel free to call customer service, we would be happy to help you (855) 674-1089, M-F, 8:30 am - 5:00 pm EST.
When will my order arrive?
Orders placed Monday through Friday generally ship within 24hrs-48 hours. Time in transit depends on where it is being shipped and can be anywhere from 2 to 7 business days. Special order items and overweight items may require additional time. When your order ships, you will receive an email with your tracking information. If an item in your order is temporarily out of stock, we will notify you with your specific delivery time. Please contact us if you need your order urgently and we will work together to help ensure you have the products when needed. If the delivery date is critical, we suggest that you choose 2nd Day or Next Day shipping options when checking out.
Will my medical supplies be shipped discreetly?
Each order placed can be shipped discreetly at no additional charge. Simply choose the discreet shipping option at check out. If you forget to check discreet, please call us and we will work to assist you.
I am out of my medical supplies, can you help me quickly?
If you need your medical supplies urgently we work with UPS, 2nd Day and Next Day shipping is available for an additional charge. Orders placed on the website after 2:00 pm EST will switch to the next shipping day. Please feel free to call customer service, we would be happy to help you get your supplies as soon as possible. You can reach us at (855) 674-1089, M-F, 8:30 am - 5:00 pm EST.
How can I get my medical supplies shipped to my home free of charge?
Shipping is FREE on orders greater than $499+, even large items such as wheelchairs or transport chairs. Compression stockings and socks always ship for free. Orders less than $499+ are shipped for a calculated rate in the contiguous United States via ground shipping. Items that are special order or overweight are exempt from free shipping policies.
Does TruWay Health require prescriptions?
TruWay Health does not require you to send in your prescription in order to place an order for most items unless they are marked as “Rx Only” on the product page. Exceptions will be noted on the individual product pages. When adding a prescription item to your cart, you will be required to check a box indicating that you are purchasing the item "on the order of a physician or you are permitted to purchase Rx Only Items as a medical practitioner/facility".