• Your order should arrive in 1–2 business days if placed by 2 PM EST, Monday–Friday.
• Orders placed on Saturday or Sunday will be shipped out on Monday by 2 PM EST, and should arrive on Tuesday or Wednesday. Exclusions apply.
• For UVB lamps, please allow 3–10 business days to deliver.

Please contact us as soon as possible. For payment security reasons, we’re unable to modify the shipping address once an order has been shipped.

• If the order has not yet been processed, we can cancel it so you may place a new order with the correct address.
• If the order has already been processed or shipped, we recommend contacting the carrier directly to request an address update.

Yes! If you created an account, you can track your order under My Account > Orders. Guest checkout orders do not include tracking updates, but you can call us for assistance.

Yes. Tracking updates may take up to 48 hours after the label is created. In many cases, the package may even arrive before tracking updates appear.

If your tracking hasn't been updated after 3 business days, please contact us. Our team will help resolve the issue promptly.

If some items are missing from your package, it may be part of a multiple shipment. Please contact us, and our team will help locate and track the remaining items.

We currently do not offer overnight or expedited shipping. However, we ship the same day for weekday orders placed before 2 PM EST.

$7.00 shipping on orders under $45. Orders of $45 or more qualify for free shipping. Be sure to select the Free Shipping option at checkout if eligible.

We ship within the U.S. only, excluding Puerto Rico. Unfortunately, we do not ship to P.O. boxes or overseas military addresses.

For more details, visit our full Shipping & Return Policy.

To help us quickly investigate and file a claim — and arrange a replacement if eligible — please contact us within 48–72 hours of delivery so we can investigate your claim and, if eligible, arrange a replacement or other appropriate resolution.

To help us process your claim as quickly as possible, please provide:

• The order number associated with this claim;
• The name and quantity of the damaged item(s);
• A brief description of the damage;
• Photos or a short video of the damaged item(s);
• Photos or a short video of the shipping box, shipping label, and product packaging.

Please retain all original packaging and damaged items until the investigation is complete, as they may be required for inspection by the manufacturer or shipping carrier.

If you received an incorrect item, please contact us within 48–72 hours of delivery so we can investigate and arrange a replacement if appropriate.

Please include:

• The order number associated with this claim;
• A photo of the packing slip included with the shipment (if available);
• A photo of the item you received;
• A clear photo of the product label showing the product name, brand, and REF/manufacturer number;
• If available, a photo of the product you intended to order or the product information from the packaging for comparison.

Providing clear photos helps us identify the issue and resolve your claim as quickly as possible.

If an item is missing from your shipment, please contact us within 48–72 hours of delivery.

Please provide:

• The order number associated with this claim;
• The name and quantity of the missing item(s);
• A clear photo of the shipping label;
• A photo of the opened shipping box showing all items and packing materials as received;
• A photo of the packing slip, if one was included.

Please do not discard the shipping box or packing materials until your claim has been reviewed, as they may be needed during our investigation.

• Normal wear and tear is not covered.
• Claims must be reported within 48–72 hours of delivery. Claims submitted after this reporting window may not be eligible for review or resolution.
• Hey Med Supply is not responsible for packages that are lost, stolen, or damaged by weather after the carrier confirms delivery.
• If the carrier's tracking indicates the package was delivered (including proof of delivery or a delivery photo), please file a claim directly with the shipping carrier.
• We are unable to replace or refund items reported as lost, stolen, or delayed unless the shipping carrier approves the claim or the claim is otherwise determined to be valid after our review.
• Carrier investigations may take several weeks to complete.

Yes, most new, unused, and unopened items can be returned within 30 days of delivery for a full refund.

Customers are responsible for return shipping unless the return is due to our error (e.g., defective, damaged or incorrect item).

No, except UVB lamps, there is no restocking fee for general product returns.

Return Instructions:

1. Log in to your account and open the order you wish to return.
2. On the order details page, scroll down and select Return under Actions.
3. Once your request is approved, we’ll email you the self-ship return details and instructions.
4. Customers are responsible for the return label cost and shipping with their preferred carrier (UPS, FedEx, USPS, etc.).
5. After we receive and inspect the product in good condition, we’ll issue a full refund to your original payment method within 5–7 business days.

Refunds are typically issued within 5–7 business days after we receive your return, but please allow up to 4 weeks total for processing:

• 5–10 business days for the product to reach us
• 5–7 business days for inspection and processing
• 5–10 business days for your bank to post the refund to your account

If you placed your order as a guest, please contact us and provide your order number. Once your return is approved, we’ll send you detailed self-ship return instructions.

We cannot accept returns for:

• Items returned after 30 days
• Opened or used products
• Hygiene-sensitive or restricted items (for safety reasons)

If you're unsure about your product’s eligibility, contact us — we’re happy to help you explore alternatives or find a replacement.

For more details, visit our full Shipping & Return Policy.

We accept the following secure payment options:

• Credit or debit cards (Visa, Mastercard, American Express, Discover)
• PayPal
• Google Pay
• HSA/FSA cards, if they can function like a standard credit/debit card

At this time, we do not accept checks or insurance (e.g. Medicaid or Medicare). If you need assistance at checkout, feel free to reach out — we’re happy to help!

Yes, as long as your HSA/FSA card works like a regular debit or credit card, it can be used at checkout. Once your order is complete, a receipt will be sent automatically to your email for your records.

What may appear as a duplicate charge is often a pending authorization hold from your bank. These usually clear within 3–5 business days. If it doesn’t, please contact your bank or let us know, and we’ll gladly assist.

Your order may have been flagged by our fraud prevention system if the billing and shipping details didn’t match exactly. This can result in a canceled or refunded order. To avoid this, you can:

• Double-check your info at checkout
• Try a different payment method
• Select PayPal at checkout

We currently don’t offer traditional coupon codes, but you can save through our Loyalty Program.

• Earn 1 point for every $1 spent
• Every 100 points = $1 off your next order
• Points never expire as long as your account remains active

For a more detailed guide on how to redeem your rewards, please visit How to Redeem Points in our Loyalty Program.

To apply for your tax-exempt status, please send your exemption certificate to [email protected] before placing your order. Once we upload your certificate to your account, future purchases will be tax-free.

Note: Sales tax cannot be refunded for past orders where a certificate was not on file.

Yes! You can request a quote directly through our website:

• For a single item: Visit the product page and click “Add to Quote.”
• For multiple items: Add everything to your cart, then go to the cart page and click “Cart to Quote.”

Please note that to qualify for a bulk discount, we recommend submitting a bulk order request of $2,000 or more for the items you’re interested in.