Questions to Ask a Durable Medical Equipment Supplier Before You Buy or Rent

What to ask before you commit to a supplier

A durable medical equipment (DME) supplier is the company that sells or rents you mobility aids, oxygen equipment, wheelchairs, walkers, or other devices your doctor has prescribed. Before you hand over money or sign a rental agreement, you need to know whether they stock what you need, whether your insurance will cover it through them, what happens if the equipment breaks, and what you'll actually pay. The right questions now prevent surprises later — and they're the same questions any reputable supplier expects you to ask.

Start by asking whether they carry the specific item your doctor prescribed, not just the category. A supplier might rent wheelchairs but not the model your doctor ordered. Ask whether they have it in stock or how long delivery takes. If you need the equipment within days, a supplier with a two-week lead time won't work.

Key Takeaways

• Ask whether the supplier stocks the exact model your doctor prescribed and how long delivery or setup takes if they don't have it on hand.
• Find out which insurance plans the supplier accepts and whether your specific plan covers the item — don't assume your insurance covers it just because the supplier takes your insurance.
• Ask what the out-of-pocket cost will be after insurance, including any delivery fees, setup charges, or deposits you'll owe upfront.
• Understand the warranty, repair policy, and what happens if the equipment breaks during a rental — some suppliers charge for repairs, others don't.
• Ask about the return or cancellation policy in writing before you sign, especially if you're renting and circumstances might change.

Insurance coverage and what you'll actually pay

Before you choose a supplier, confirm that they accept your insurance. Many suppliers work with Medicare, Medicaid, or major private plans, but not all. A supplier might accept your insurance company in general but not your specific plan — for example, they might take Medicare but not Medicare Advantage plans, or they might take Aetna but not your employer's Aetna plan.

Ask the supplier to tell you in writing what your out-of-pocket cost will be. This includes the copay or coinsurance your insurance requires you to pay, plus any charges insurance won't cover — delivery fees, setup, deposits, or items your plan specifically excludes. Some suppliers charge a delivery fee even when insurance covers the equipment itself. Others charge a setup or fitting fee. Ask whether these are covered by insurance or whether you pay them directly.

If you don't have insurance or your insurance won't cover the item, ask about the cash price and whether the supplier offers payment plans. Some suppliers reduce the price if you pay upfront; others let you pay over time. Get the full price in writing before you commit.

What happens if the equipment breaks or doesn't work

Ask what the warranty covers and for how long. Most new equipment comes with a manufacturer's warranty — usually one year — but some suppliers add their own coverage. Ask whether the warranty covers normal wear and tear, accidental damage, or only defects in the equipment itself. These are different things, and the answer matters.

Ask who pays for repairs during the warranty period. Some suppliers repair equipment at no cost to you. Others charge a service fee even under warranty. If the equipment needs repair, ask how long it typically takes and whether the supplier provides a loaner while yours is being fixed. If you use a wheelchair or oxygen equipment, being without it for a week is not an option.

Ask what happens after the warranty ends. If you're renting, repairs are usually the supplier's responsibility — that's part of what you're paying for. If you've purchased the equipment, ask what the supplier charges for repairs after the warranty expires and whether they can still get parts for the model you bought.

Rental agreements: length, cost, and what happens if you don't need it anymore

If you're renting rather than buying, ask what the minimum rental period is. Some suppliers require a three-month minimum; others rent month to month. Ask whether you can cancel early and what penalty you'll pay if you do. Some suppliers charge a cancellation fee. Others let you out of the agreement but keep a deposit.

Ask whether the rental price includes delivery and pickup, or whether those are separate charges. Ask whether the supplier delivers to your home or whether you pick it up. Ask how often they service rental equipment — do they come to your home to check it, or do you call them if something goes wrong?

Ask in writing what happens to your rental if your circumstances change — for example, if you're hospitalized and can't use the equipment, or if your doctor says you no longer need it. Some suppliers will pause your rental temporarily. Others will not. Get the answer in writing before you sign.

Delivery, setup, and training

Ask whether the supplier delivers to your home or whether you arrange your own transportation. If they deliver, ask whether there's a charge and whether it's included in the quoted price. Ask what time window they deliver in — "sometime Tuesday" is not useful if you need to arrange to be home.

Ask whether someone from the supplier will set up the equipment and show you how to use it. This matters more for complex equipment like power wheelchairs or oxygen systems than for a simple walker, but it matters. Ask whether they provide written instructions and whether they can answer questions by phone after delivery if you get stuck.

If the equipment requires assembly, ask whether the supplier assembles it or whether you do. If you do, ask whether they provide clear instructions and whether someone is available by phone if you have questions during assembly.

Comparing suppliers and red flags

Call at least two suppliers in your area and ask the same questions. Write down the answers so you can compare. You're looking for a supplier who stocks what you need, accepts your insurance, can deliver or set up in your timeframe, and has a clear repair and return policy.

Be cautious of a supplier who can't or won't answer your questions in writing. Be cautious of one who quotes a price but won't confirm what's included in that price. Be cautious of one who pressures you to decide quickly or who seems surprised that you're asking about the warranty or return policy.

Ask whether the supplier is accredited by The Accreditation Commission for Health Care (ACHC) or by the National Association for Medical Equipment and Services (NAMES). Accreditation is not required, but it's a sign the supplier meets industry standards for quality and customer service.

Getting your prescription and documentation in order

Before you contact a supplier, make sure you have your doctor's prescription in writing. The prescription should specify the exact item — not just "wheelchair" but the model, size, and any special features your doctor ordered. If your doctor prescribed a specific brand or model, ask why. Some equipment works better for certain conditions, and your doctor's choice matters.

If your insurance requires prior authorization — approval before you get the equipment — ask your doctor's office to handle that, not the supplier. Suppliers can submit the paperwork, but your doctor's office usually has to sign off. Ask your doctor's office how long authorization takes. It can be anywhere from a few days to several weeks.

Gather your insurance information before you call a supplier. Have your member ID, group number, and the phone number on the back of your card. Have your doctor's name and phone number. Have a list of any other medical equipment you use. This information helps the supplier give you an accurate quote.

Frequently Asked Questions

Can I use any supplier, or does my insurance require me to use a specific one?

Most insurance plans let you choose from any supplier that accepts your insurance. Medicare and Medicaid have lists of approved suppliers in your area — you can use any of them. Some employer plans or Medicare Advantage plans require you to use a specific supplier or network. Check your insurance paperwork or call your insurance company to find out.

What if the supplier says my insurance won't cover something my doctor prescribed?

Ask the supplier to put that in writing and to tell you exactly why — for example, "your plan covers standard wheelchairs but not power wheelchairs" or "your plan requires prior authorization." Then call your insurance company yourself and ask the same question. Sometimes suppliers are wrong, or sometimes there's a way to get coverage if your doctor provides additional documentation. Don't assume the supplier's first answer is final.

Do I have to rent from the supplier my doctor recommends?

No. Your doctor can prescribe the equipment, but you choose the supplier. Your doctor might recommend a supplier they've worked with before, but you can use a different one if that supplier doesn't accept your insurance, can't deliver in time, or charges more than another supplier. Just make sure the new supplier has your doctor's prescription.

What if I buy equipment and then don't need it anymore?

That depends on the supplier's return policy and how long you've owned it. Some suppliers have a trial period — usually 30 days — during which you can return equipment for a refund. After that, most don't take returns. Ask about the return policy before you buy. If you own equipment you no longer need, you can try to sell it online or donate it to a local organization that helps people with disabilities.

Can I rent equipment month to month, or do I have to commit to a longer period?

It depends on the supplier and the equipment. Some suppliers rent month to month with no minimum. Others require a three-month or six-month minimum. Ask before you sign. If a supplier requires a long minimum and you're not sure you'll need the equipment that long, ask whether they'll waive the minimum if your doctor says you no longer need it.