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Great Company for Great People
Welcome to Lava Supply INC your Medical Supply and Fitting Service Provider
We are pleased to be providing you with your medical supply needs. We will always do our best to provide you with quality products and extraordinary, professional customer service. The information contained in the following pages have been designed to inform you of our policies and procedures.
List of Services Provided by Lava Supply
We provide wide variety of Medical Supplies. Please note: all supplies may not be covered by your Insurance Health Plan. Please inquiry with our Customer Service for coverage guidelines. Due to certain restrictions temporarily Lava Supply does not provide Some Services, but we will always help you to find a good provider for these items
Appointments and Delivery Process
We are Opened for our customers Monday to Friday from 9:30 AM to 4:30 PM To provide better service we encourage our clients to schedule in person appointments ahead of time. If you have new prescriptions, to save time during your appointment, please ask your treating Physician to send all documents to us via fax: (847) 329-1255. You can place your order for refills over the phone or in person. Refill orders can be placed not earlier than 14 days prior to the next allowed refill date. If we have ordered items in stock and the next allowed refill date has come, we deliver the same or the next business day. Delivery is always free of charge. We cannot dispense more than prescribed by your treating physician or allowed by your insurance plan. We cannot substitute ordered items with something else or do upgrades. In case you need more items please ask your prescribing provider to send us a new Order/Prescription.
Inexpensive and Routinely Purchased Items Policy:
Medicare requires that we inform you that some of the supplies Lava Supply provides may be purchased or rented. Our company does not rent any of our equipment therefore do not offer a rental option. The supplies we provide that fall under this option include canes, walkers, crutches and commode chairs.
Equipment Warranty Information
Every product sold by our company carries manufacturer’s warranty. Lava Supply, Inc will notify all Medicare beneficiaries of the warranty coverage and will honor all warranties under applicable law. Lava Supply, Inc will replace, free of charge, Medicare covered equipment that is under warranty in addition, an owner’s manual with warranty information will be provided to beneficiaries for all durable medical equipment where this manual is available.
Return & Exchange Policy
• Returns must be made within 30 days
• Personal care products must be returned within 5 business days and are subject to a manager’s approval.
• Items must be returned in new, unused and resalable condition, and in their original packaging.
• All products covered under manufacturer’s warranty must be returned directly to the manufacturer.
• Special ordered products will not be accepted for return. Exception: Dr. Comfort Diabetic Shoes could be returned and exchanged in any condition within 6 months from Date of Service
• Items billed to insurance can only be exchanged for another product in the same category, of equal or lesser value
Complains
If you want to make a complaint or suggestion, please do not hesitate to contact Lava Supply INC Administrator (847) 329-1238 or to our Certifying Company ACHC (855) 937-2242. Also, you can file a complaint with Illinois division of Professional Regulations by calling Complaint Intake Unit (312) 814-6910 or Illinois Department of Human Services (312) 814-6910 or Illinois Department of Public Health (800) 252-4343 Monday-Friday 8:30 a.m. to 4:30 p.m. or by Mail: Illinois Department of Public Health Office of Health Care Regulation Central Complaint Registry 525 W. Jefferson St., Ground Floor Springfield, IL 62761-0001
The Administrator or designate will respond to you verbally regarding findings and resolution. Every effort will be made to resolve the grievance to your satisfaction. Within five (5) calendar days of receiving a complaint, we will notify you your complaint has been received and it is being investigated. Within 14 calendar days, the company will provide written notification to you of the results of the investigation. The company will maintain documentation of all complaints received, copies of the investigations, and responses.
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