FAQs

Orders

I want to change an order I placed.

If you need to change an order, please call Customer Support at (401) 273-8888 as soon as possible. We will be unable to make changes once an order has shipped. Our return policy becomes effective after your products are shipped.

Do my purchases include equipment set-up?

Yes. Orders delivered by our Field Representative include setup, adjustment if required, and product instruction. Customer Support provides telephone and e-mail support to our customers. For orders delivered by courier, call or e-mail us to get expert advice on equipment set-up.

Payment

What forms of payment do you accept?

Independence currently accepts VISA, MasterCard, American Express and Discover.

Do you provide financing?

We do not currently offer financing directly. For orders over $1,000, we can put you in touch with consumer leasing companies.

Shipping

What are your shipping rates?

Shipping is free on most orders over $100. A flat shipping rate of $9.95 applies to most orders under $100. Special charges apply to some items. We will discuss these with you if and when they arise.

How will my order ship?

Most equipment is delivered by our truck and our Field Representative. Most supplies are delivered by UPS or the USPS.

Do you ship to locations outside the continental United States?

We do not ship to addresses outside of the continental United States. If you have a friend in the continental United States who can forward the package to you, we can ship it there. Just order in the usual way, providing a shipping address in the continental United States. You might want to check to see if any duties or taxes would apply when your package arrives in your country.

Returns

What is your return policy?

Refunds are granted on returns in the original packaging in resalable condition accompanied by a receipt with return authorization within seven days of purchase. All returns must be accompanied by a return authorization (available by phone or e-mail through Customer Support). See our full Return Policy.

To return an item, contact Customer Support at (401) 273-8888 (8:30-5:00 ET, M-F) or CustomerSupport@HomeHealthWare
s.com. A Customer Support Representative may ask you a few questions to confirm that the item is in resalable condition. If the item is resalable, you will receive a return authorization number and information on shipping the item and receiving your refund. Customers are responsible for return shipping charges.

What if my item arrives damaged?

Contact Customer Support at (401) 273-8888 (8:30-5:00 ET, M-F) or CustomerSupport@HomeHealthWare
s.com as soon as possible. A Customer Support Representative will work with you to resolve the situation.

What if I receive the wrong item?

Contact Customer Support at (401) 273-8888 (8:30-5:00 ET, M-F) or CustomerSupport@HomeHealthWare
s.com as soon as possible. A Customer Support Representative will work with you to resolve the situation.

Security/Privacy

How do you use my personal information?

Independence recognizes and appreciates the importance of collecting, storing and using your personal information responsibly. Additionally, we adhere to the PCI Data Security Standard (PCI DSS). PCI Security Standards are technical and operational requirements set by the PCI Security Standards Council (PCI SSC) to protect cardholder data. Please read our Privacy Policy for more information.

Company

What are your hours of operation?

Customer Support is available at (401) 273-8888 between 8:30 a.m. and 5:00 p.m. Eastern Time, Monday through Friday, excluding holidays. E-mails may be sent to CustomerSupport@HomeHealthWare
s.com at any time. Customer Support will respond to e-mail inquiries during our normal business hours.

Where are you located?

Independence is located at 35 Agnes Street, East Providence, RI 02914.

How long have you been in business?

Independence has been supplying quality home medical equipment and supplies since 1999.

Miscellaneous

How can I get in touch with a "real" person?

Our Customer Support Team is available at (401) 273-8888 between 8:30 a.m. and 5:00 p.m. Eastern Time, Monday through Friday, excluding holidays. Phones are answered (often on the first ring) by courteous, knowledgeable Customer Support Representatives who are ready to help you.

Where can I find additional information about a product?

In many cases our Customer Support Team can provide you with additional information about a product. There are also links on our website to the manufacturers of the items that we feature. If we are unable to answer your question, we will communicate with the manufacturer on your behalf.

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