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Terms of Sale
Customer Agreement and Sales Policies
Customer Service Hours of Availability
Instructions for Set-Up of Durable Medical Equipment
Emergency or Natural Disaster
Customer Suggestions or Complaints
Customer Bill of Rights and Responsibilities
DME Supplier Standards
Manufacturer Phone Numbers and Websites
How to Contact Us
1. Customer Agreement and Sales Policies
By ordering products from us, you agree to the following, and to our
Terms of Service
which are incorporated into this Customer Agreement:
•Acelleron Medical Products, LLC (“Acelleron”), a subsidiary of Preferred Home Health Care & Nursing Services, Inc is independently owned and operated and is not associated with a hospital, medical practice or any other health care clinic.
You will provide current, complete and accurate purchase information (including information transmitted to us from a health care provider’s office or other service provider), and accurate account information for all purchases made at our online store.
You authorize Acelleron to request that your medical insurance carrier, Medicaid or Medicare account (“insurance carrier”) make direct payment to Acelleron for products covered by your policy.
You certify that the information you provided to Acelleron for the purpose of applying for payment under Title XVIII (Medicare) of the Social Security Act or any other insurance coverage or benefits is true and correct.
You authorize any provider of your medical information to release any information necessary to determine services, benefits and payment on your behalf. Electronic copies of this authorization may be used in place of any original.
If your insurance carrier does not make payment in full for any reason whatsoever, you agree to pay Acelleron the usual and customary amount for the Products ordered.
If eligible through your insurance and you have been offered a “basic” or “standard” equipment model, but decide to purchase a deluxe model, you will be responsible for paying Acelleron the difference between the price of the deluxe model and the reimbursement rate for the standard or basic model. Please see our Upgrade Policy (Section 2 below) for additional information and terms that may apply.
You permit the review of your health and insurance records by accrediting and licensing agents and/or for the purpose of quality control.
You certify that you have been provided and have reviewed the Customer Service Hours of Availability, Instructions for Set-Up of Durable Medical Equipment, Safety Precautions, Emergency or Natural Disaster Information, Customer Complaint Policy, Customer Bill of Rights & Responsibilities, HIPAA Privacy Notice, DME Supplier Standards and Resources, all as detailed in the corresponding labeled Sections below.
You acknowledge that you have been trained and/or will be trained on the use, cleaning and maintenance of all products you receive from Acelleron. Please also refer to and follow the manufacturer’s product manuals and guidelines, and visit our Knowledge Center at
You agree that Acelleron may contact you in the future via text, telephone, email or regular mail. Message rates may apply to texts and cell phone usage. Some messages may be pre-recorded or automated.
An owner’s manual with manufacturer’s warranty information has been or will be provided to you for all durable medical equipment. Manufacturers provide a minimum 1-year warranty on all breast pumps, 5-year warranty on tabletop nebulizer compressors, and a minimum 2-year warranty on blood pressure monitors.
You acknowledge that Acelleron is not responsible for warranty service; please be sure to register your product as may be required or recommended by the manufacturer.
Prices of our products and the descriptions of them that we provide, as well as shipping and other charges, are subject to change without notice. We may, in our sole discretion, refuse orders, or limit or cancel quantities purchased per person, per household or per order. We may limit or cease sales by geographic region or jurisdiction. We may exercise these rights on a case-by-case basis. These restrictions may include orders placed by or under the same customer account, the same credit card, and/or orders that use the same billing and/or shipping address. In the event that we make a change to or cancel an order, we may attempt to notify you by contacting the e-mail and/or billing address or phone number provided at the time the order was made. In particular, we reserve the right to limit or prohibit orders that, in our sole judgment, appear to be placed by unauthorized dealers, resellers or distributors.
We are not liable to you or to any third-party for any modification, price change, suspension or discontinuance of our website Service or for discontinuation of any product.
Certain items or services may be available exclusively online. These products or services may have limited quantities and are subject to return or exchange only according to our Return Policy (see Section 4 below). We make reasonable efforts to display as accurately as possible the colors and images of our products that appear at the online store. We cannot guarantee that your computer monitor's display of any color will be accurate.
These Terms of Sale are also subject to the provisions of our
Terms of Service
, which are incorporated as if repeated here in full.
For a Spanish language translation of this agreement and other languages, please visit
2. UPGRADE POLICY:
Your insurance or other health care benefit plan may prohibit participating health organizations such as Acelleron from receiving payment for any medical equipment offered as an upgrade that is deemed not medically necessary or is not covered for other reasons. Under some plans, the Member (such as you) may specifically request such service or product and may agree to be financially responsible for it, or for the difference in the charges. By acknowledging in your order that you have reviewed this “Upgrade Policy” you are agreeing to the following:
“I understand and agree that I am financially responsible for the difference between my health care benefit plan’s reimbursement rate for the “Basic” or “Standard” medical equipment and the Provider’s usual and customary charges for the “Deluxe” upgraded medical equipment I have selected. I have been offered the “Basic” or “Standard” model and understand my insurer may cover 100% of the costs on the “Basic” or “Standard” model, but prefer the different features and/or design of the “Deluxe” upgraded model.
I understand my out-of-pocket payment for the “Deluxe” upgraded model will not appear on my Explanation of Benefits as my financial responsibility nor will my health care benefit plan reimburse me for this expense.”
3. Customer Service Hours of Availability
Acelleron’s normal business hours for customer service are Monday through Friday, Eastern time, from 9:00 am to 5:00 pm, and Saturday 9:00 am to 3:00 pm (Saturday hours for breast pumps only). To contact us at any time, please call 1-877-932-6327 or e-mail
. Trained staff are available during and after business hours at 1-877-932-6327 to answer your questions and to provide purchasers with assistance they may need in using products we sell. Please note that Acelleron maintains emergency, on call service for telephone calls outside normal business hours. E-mails will be answered promptly on the next business day.
4. Returns Policies
Breast Pumps and Accessories
Breast Pumps and most pumping accessories are considered to be personal hygiene products, and therefore, cannot be returned or exchanged if the seal on the box has been broken. If your product is not performing as expected, please call the manufacturer’s customer service department for assistance (see Section 13 below for contact information). Manufacturer’s warranties will apply, so please register your purchase (if and as permitted), and save your receipts and any other materials you received.
Nebulizers are considered personal hygiene products, and therefore, cannot be returned or exchanged if the seal on the box has been broken. If your Nebulizer is not performing as expected, please call 1-877-932-6327 or e-mail
and speak or write to a member of Acelleron’s customer care team for assistance.
Credit Card Returns
If you purchased a returnable item using a credit card, and are not 100% satisfied with it, you can return your item(s) for a full refund within 45 days of purchase. Returns must be unworn, in the state you received them and in the original packaging. Damaged merchandise may not qualify for a refund. To complete your return, please call 1-877-932-6327 or e-mail
and speak or write to a member of Acelleron’s customer care team for assistance and other requirements for product returns.
Any refund under $5.00 will be processed as a store credit that can be used towards a future purchase.
The following are not returnable:
Breast pumps and most pumping accessories if the seal on the box has been broken
Nebulizers if the seal on the box has been broken
Any item that has been worn or is otherwise not in the state in which you received it
Items marked as “final sale” or 50% or more off the original listed price
To return your product, please call 1-877-932-6327 or e-mail
and one of our Customer Care Specialists will guide you through the return process. You should mail your product(s) to: 21 High Street, Suite 303, North Andover, Massachusetts 01845. You must include in the package your patient identification number and address, a receipt or proof of purchase, as well as any other information you are told will be required by the Customer Care Specialist.
You will be responsible for paying for your own shipping costs when returning your item unless the item was damaged before or during delivery to you, or if we processed your order incorrectly.
5. Instructions for Set-Up of Durable Medical Equipment
Trained staff are available during and after business hours at 1-877-932-6327 to answer questions and to provide our customers with any assistance they may need. E-mails may be sent to
and will be answered no later than the end of the next business day. Please also refer to the manufacturer’s product manuals and guidelines, or visit our Knowledge Center at
6. Safety Precautions
Please make sure you read all instructions before using any equipment.
to view the Safety Precautions for electrical equipment, batteries, respiratory devices and fire safety. In the event of a fire, please call 911 immediately, not our customer service number.
If you have additional questions, please refer to the manufacturer’s product manuals and guidelines, or visit our Knowledge Center at
7. Emergency of Natural Disaster Information
If you are experiencing any type of medical emergency, natural disaster, or are otherwise in physical danger, please call 911 immediately. Do not call our emergency on call service if you have such an emergency.
8. Customer Suggestions or Complaints
We value your suggestions, and we will work hard to resolve any complaints. If you have a suggestion or a complaint, please call Acelleron at 877-932-6327 and your call will be handled in a professional and confidential manner. You may also send suggestions and complaints by e-mail, to
. You will be asked to provide your name, address, telephone number, health insurance number, if applicable, and a summary of the complaint.
Each complaint that is logged will be received by management within one business day and management will contact you within two business days.
To help maintain the highest level of professional service possible, we invite you to visit our website and fill out our satisfaction survey at
You also have the right to register a complaint with the company’s accrediting body, Community Health Accreditation Program (“CHAP”) by calling 800-656-9656 Monday through Friday from 8:00 am to 6:00 pm.
9. Customer Bill of Rights and Responsibilities
We recognize that you have rights as a person receiving medical products or services. In return, there are responsibilities for certain behavior on your part. We believe that all customers receiving products or services from Acelleron should be informed of their rights and responsibilities. The full text of Customer Rights and Responsibilities can be found at
Upon request we will furnish you a written copy of this document.
In conducting our business, we will create records regarding you and the treatment and services we provide to you. We are required by law to maintain the confidentiality of health information that identifies you. We also are required by law to provide you with this notice of our legal duties and privacy practices concerning your identifiable health information as required by the Health Insurance Portability and Accountability Act of 1996 (HIPAA).
The full text of the HIPAA/Privacy Notice can be found at
. Upon request we will furnish you a written copy of this document.
11. DME Supplier Standards
The products and/or services provided to you by Acelleron Medical Products are subject to the supplier standards contained in the Federal regulations shown at 42 Code of Federal Regulations Section 424.57(c). These standards concern business professional and operational matters (e.g., honoring warranties and hours of operation). The full text of these standards can be found at
Upon request we will furnish you a written copy of this document.
Breastfeeding and Pumping Resources –
CDC Breastfeeding -
Breastfeeding support -
Parenting and breastfeeding info -
La Leche League -
Pumping at Work –
Find the best places to nurse and pump by downloading the pumpspotting app at
Respiratory Resources -
American Lung Association -
CDC Asthma -
Asthma and Allergy Foundation -
Cystic Fibrosis Foundation -
American Red Cross –
or call (800) 733-2767
American Heart Association –
or call (800) 242-8721
13. Manufacturer’s Phone Numbers and Websites
Breast Pump Manufacturers:
Blood Pressure Monitor Manufacturer
Contact Acelleron directly at 1-877-932-6327 or e-mail
14. How to Contact Us
Our physical address for postal mail and courier services is:
Acelleron Medical Products, LLC 21 High Street, Suite 303 North Andover, Massachusetts 01845
Our e-mail address is:
Phone number: 1-877-932-6327.
Select Equipment Type
Blood Pressure Monitor
Have you received the equipment yet?
I received this equipment in good working order and agree to the terms and conditions listed above.
I am waiting to receive this equipment and agree to the terms and conditions listed above.
Select Breastfeeding/Maternity Equipment received
Elvie Wearable Double Electric Breast Pump
Elvie Stride Plus
Lansinoh Smart Pump 2.0
Lansinoh Smart Pump 2.0 Deluxe
Medela Freestyle Flex
Medela Freestyle Hands-free
Medela PIS MaxFlow
Medela PIS MaxFlow w/ Bag
Medela Swing Maxi
Spectra Synergy Gold Portable
Willow 3.0 Wearable Double Electric Breast Pump
Select Respiratory Equipment received
PARI Vios Compressor Kit (310F35-P)
PARI Vios Pro Compressor Kit (312F83-LC+)
PARI LC Sprint cup & tubing (023F35)
PARI LC Sprint cup & tubing w/ mask (023F35)
PARI LC+ cup & tubing (022F81)
PARI LC+ cup & tubing w/ mask (022F81)
PARI Pro cup & tubing (022F81-VP)
PARI Pro cup & tubing w/mask (022F81-VP)
Respironics Elegance Compressor Kit (1135183)
Respironics Essence Compressor Kit (1100313)
Respironics Home Neb Compressor Kit (HOMENEB)
Respironics Sidestream Plus cup & tubing (HS870)
Respironics Sidestream Plus cup & tubing w/mask (HS870)
Serial Number (compressor kits)
Select BPM Equipment received
Advocate Blood Pressure Monitor (Large) (406_Universal)
Advocate Blood Pressure Monitor (XL) (406_XL)
Select BPM ciff size
Select cuff size
Small/Medium: 8.7"- 14.1"
Large: 14.2"- 18.9"
Extra Large: 19"- 20.5"
Click here to view the nebulizer training and education videos.
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I have reviewed the nebulizer training and education videos, and I understand how to use and care for the nebulizer equipment and supplies.
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