Wrong, damaged or not working

In plain words: Tell us right away. We'll fix it or replace it at no cost to you.

If an item arrives damaged, isn't what was ordered, doesn't work, or isn't suitable for you when it's set up or fitted, call us as soon as you can. We will repair or replace it, or take it back, at no cost to you, and correct the TRICARE claim if needed. Please keep the packaging and paperwork until we've talked.

Returning an item you no longer need

In plain words: Call intake before you send anything. Some items can't come back once opened.

Unopened items in their original packaging can be returned within the time window intake gives you for your item (call before sending anything back). Intake will tell you before the return whether any fee applies.

These items can't be returned once opened or used, for health and hygiene reasons, unless they are wrong or don't work:

• Breast pumps and pump kits
• CPAP and BiPAP masks, cushions, tubing and filters, and nebulizer kits
• Diabetes care items such as glucose meters, once opened
• Bath and toilet items that touch the body, such as raised toilet seats, commodes and shower chairs
• Compression wear and mastectomy items
• Items made, fitted or ordered specially for you

Warranty

In plain words: Every warranty on your equipment is honored, and you never pay for a repair the warranty covers.

Most equipment comes with a manufacturer's warranty. We pass it on to you, give you the warranty information with your equipment, and handle warranty claims for you. We honor all warranties that apply under state law, and we don't charge you for repairs or replacements covered by a warranty, whether the item was bought or rented.

Ask intake what warranty comes with your item.

Repairs and replacements after the warranty

When equipment you own wears out or breaks after the warranty ends, use our repairs page or call us. TRICARE may pay for a repair when it's needed because of normal wear, the warranty has run out, and the repair costs less than a replacement. Replacing an item may need a new doctor's order. Intake will tell you what applies before any work is done.

Rentals

In plain words: TRICARE decides whether an item is rented or bought. We keep rented equipment working.

TRICARE's contractor decides whether an item is rented or bought. For some items, called capped rentals, TRICARE pays rent for a set period. In the TRICARE West Region that period is 15 months. Intake explains how your rental works, including whether and when the item becomes yours.

• We maintain and repair equipment we rent to you, and replace it if it can't be fixed.
• Please keep rented equipment clean, use it as instructed, and don't modify it.
• Tell us right away if a rented item is lost, stolen or damaged.
• When a rental ends, we'll arrange to pick it up at a time that works for you.

TRICARE and what you owe

In plain words: If a return changes what TRICARE pays, we fix the claim and explain any change before it happens.

If a return or exchange changes what TRICARE pays, we will correct the claim with TRICARE. If you paid a cost-share or copay for an item we take back because it was wrong, damaged or didn't work, we will refund it or apply it to the replacement. For any other return, intake will explain any change to what you owe before the return.

Recalls and safety notices

If a manufacturer recalls equipment we supplied to you, we will contact you about what to do.

How to start a return, repair or complaint

• Call 910-527-7081 and have your request reference number handy if you have one.
• For repairs, you can also use the repairs page.
• Follow your request any time on the tracking page.

If you're unhappy with an item or our service, tell us. We will record your concern, look into it and get back to you.

Our other policies

• Privacy Policy
• Notice of Privacy Practices
• Consumer Health Data Privacy Policy
• Terms of Use
• Accessibility