FAQ

At this time, only UPMC Health Care Concierge’s can place orders for their members.

• If you’re an existing UPMC Health Plan member and would like to determine if you are eligible for bath safety products, please reach out to your Health Care Concierge team at the phone number on the back of your UPMC member ID card.
• If you are not an existing UPMC Health Plan member but are interested in becoming one, you can find more information at www.upmchealthplan.com

Once your order is placed by a UPMC Heath Care Concierge team member, your order will be processed by a MedCare Equipment Company representative within 3-5 business days. Once processed, we currently estimate shipping to take an additional 3-5 business days. All told, we expect your order to be delivered to you with 14 business days (2 weeks). If provided, and consent is given, MedCare will send you text messages with order status updates and tracking numbers as they become available.

If you have questions about the status of your order, you can reach out to MedCare Equipment Company at 800-503-5554, or your UPMC Health Care Concierge team for more information.

When placing your order, you will be asked by your UPMC Concierge if you would like to provide a cell phone number for order status and tracking updates from MedCare via text message.

If provided, MedCare will send you order status updates as your order is processed and will also send you all relevant tracking numbers as they become available. 

Note: You may opt out of these text messages at any time, either by contacting MedCare directly (800) 503-5554, or by replying ‘N’ to any text message sent by MedCare.

At this time, you will receive at minimum three (3) text messages from MedCare for your home/bath safety order, though you may receive more based-on order shipping (mentioned below).

• Confirmation of text message consent.
• Initial order confirmation with order reference number.
• Order shipped text, with tracking number / link.
  • You may receive multiple tracking numbers if your order is split into multiple shipments.

The verbiage of these text messages will appear as follows:

Confirmation of Consent

MedCare: Please reply “Y” to receive general notifications and alerts. Reply ‘N’ to opt out or HELP for help. Msg & Data rates may apply.

Order Reference Number

[YourFirstName] We have received an order for you REF# 8675309, we will keep you updated on its status. If you have any questions, please call 800-503-5554.

Order Shipped with Tracking

[YourFirstName] Your Order #8675309 has been marked as shipped. Tracking Number: [TrackingNumberAndLink]. Your order may have been split into multiple shipments; you will receive a separate message for each tracking number. Please allow 24-48 hours for tracking to be updated on your Carrier’s website.

MedCare may add additional status update messages in the future, which will be communicated here. As mentioned in the initial consent, you may opt out of receiving text messages from MedCare at any time by replying ‘N’ to any text message received from us, or by calling our customer service team at (800) 503-5554. This system is only used for order status & tracking, your number will never be used by MedCare for marketing purposes.

While we do our best to ship all of your products at the same time, depending on product availability or product selection your products may be split into multiple shipments. In the event of backorder, we ship the in stock products you’ve selected as soon as your order is processed, and ship your backordered product separately as soon as it becomes available.

If at any time you have questions about product delivery, or missing products, please contact MedCare Equipment Company at (800) 503-5554, or your UPMC Health Care Concierge team.

While we take great care in packaging your products for delivery, sometimes damage still occurs. If you receive a damaged product, please reach out to your UPMC Health Care Concierge team as soon as possible. They will contact our shipping department on your behalf to have a replacement product sent to you at no cost.

In most cases, yes, the product can be returned or replaced. Do note some products may include a restocking fee. Please speak with your UPMC Health Care Concierge to start the return/replacement process.

For your safety if a bariatric item is ordered, all other items that have a bariatric option must also be ordered. 

Unfortunately at this time we do not accept deliveries to PO boxes.