If you’re a customer of 180 Medical, you may be wondering how to reorder your catheters or ostomy supplies or how to confirm orders. With options like the My 180 Medical App, we make it so easy! Let’s go over the basics.
This information was reviewed and updated for accuracy on August 1, 2025.
Why Do I Need to Confirm Orders Before They Ship?
As a leading nationally-accredited catheter supplier and ostomy supplier, 180 Medical takes insurance regulations seriously. And some insurance providers, including Medicare, Medicare replacement plans, and some state Medicaid programs, require confirmation of the need for the next order before shipping.
So, in certain cases, we’ll need to hear from you before your next shipment is scheduled to go out just to make sure you’re ready for that next order. It’s a great way to keep in touch and let us know if any needs have changed.
We make this a convenient and easy process for our customers. You can confirm your orders several easy ways, including the My 180 Medical App, the secure online customer portal, or we can reach out to you by phone, email, or text.
Typically, we will call, text, email, or send you a notification about 7 to 10 days before your regularly scheduled order is set to ship from our warehouse. This allows plenty of time for us to get in touch so you don’t run out or run low. Plus, it ensures that we follow and meet all insurance requirements.
Plus, we don’t want you to run out of your catheters or ostomy supplies. And we don’t want to ship more than you need so you don’t build up too much of an inconvenient overstock.
What Info is Needed to Reorder with 180 Medical?
During the call, we may ask a few questions if it is required by your insurance guidelines. Usually, these are the basic questions for customers, although this will vary depending upon one’s insurance requirements:
- Are you ready for your next regularly scheduled order?
- How many supplies do you have on hand? (Please note: Effective 1/1/2024, Medicare-insured customers no longer need to count out supplies on hand. You just need to confirm that you do need your supplies.)
- If you have Medicare or a Medicare replacement policy, you may also be asked if you have a Home Health nurse or physical therapist coming to your home, just to ensure there are no billing conflicts.
How to Confirm Orders and Other FAQs
Q: What if I don’t like phone calls?
A: You can also confirm your orders by email, text message, or online with the 180 Medical Customer Portal or the My 180 Medical App on your smartphone or tablet.
Depending on your insurance requirements, we may also be able to confirm your orders by text. Just let us know what you prefer, and we’ll adjust your account or help you get started on the app today!
Q: What happens if 180 Medical can’t get in touch with me to confirm my order?
A: We will always make multiple attempts because we know your supplies are important to your health. However, if we are not able to confirm your order, we cannot ship your supplies out.
That’s why it’s important to keep us updated when things change, like phone numbers, addresses, travel plans, etc.
If you realize you’ve missed a call or email, just get in touch with us as soon as possible, and we’ll get you taken care of.
Q: Why do you need to know if I am receiving Home Health?
A: If you’re insured by Medicare or a Medicare replacement policy, we ask this information to make sure there will be no billing conflicts so that your insurance does not get over-billed. It’s a question that protects you and your insurance.
For instance, if your home health agency bills through Medicare, they are required to supply your catheters or other necessary medical supplies until the end of their services. Once their services have been completed, they must send a discharge summary to us.
But don’t worry. We’ll never leave you hanging. We’ll be sure to keep following up with you and make sure you’re doing okay until you’re ready to resume orders with us.
Q: My supply needs haven’t changed. Can you ship my orders without contacting me?
A: We understand regular confirmation of your supplies may seem unnecessary, but we do this to follow insurance guidelines to the letter. For supplies of this type, which are provided on a recurring basis, billing must be based on prospective rather than retrospective use, so we must contact you prior to refilling your order and not automatically ship on a pre-determined agreement, even if you authorize it.
If you have any other questions, concerns, or changes to make to your account, contact our team of friendly Confirmation Specialists at 1-877-688-2729.
