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:
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 [email protected]. 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 [email protected] 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 [email protected] 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:
To return your product, please call 1-877-932-6327 or e-mail [email protected] 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 [email protected] 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 acelleron.com/knowledge.
6. Safety Precautions.
Please make sure you read all instructions before using any equipment.
Please visit acelleron.com/safety 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 acelleron.com/knowledge.
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 Service Complaints
We value your suggestions, and we will work hard to resolve any complaints about the services we provided to you. If you have a suggestion or such 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 [email protected]. 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 acelleron.com/survey.
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 acelleron.com/responsibilities. 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 acelleron.com/hipaa. 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 acelleron.com/supplierstandards. Upon request we will furnish you a written copy of this document.
Breastfeeding and Pumping Resources
CDC Breastfeeding – cdc.gov/breastfeeding
Breastfeeding support – zipmilk.org
Parenting and breastfeeding info – kellymom.com
La Leche League – lllusa.org
Pumping at Work – pumpatwork.com
Find the best places to nurse and pump by downloading the pumpspotting app at pumpspotting
American Lung Association – lung.org
CDC Asthma – cdc.gov/asthma
Asthma and Allergy Foundation – aafa.org
Cystic Fibrosis Foundation – cff.org
American Red Cross – redcross.org or call (800) 733-2767
American Heart Association – heart.org or call (800) 242-8721
13. Manufacturer’s Phone Numbers and Websites
Blood Pressure Monitor Manufacturer
Advocate – 888-469-3579
Contact Acelleron directly at 1-877-932-6327 or e-mail [email protected]
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: [email protected]
Phone number: 1-877-932-6327.