Frequently Asked Questions

Below are answers to come of the common questions we receive. If you have further questions or require assistance, please do not hesitate to contact us so we may assist you.

Shipping and Returns

Do you ship outside the United States?

We currently only ship to addresses within the United States.

What is your return policy, and how do I return my product?

We want you to be satisfied with your order. See our full return policy here.

What do you charge for shipping?

We offer free shipping for all orders over $50.00. See our free shipping policy. We also offer free local pick-up and free local delivery to addresses in the St. Louis metro area. Additionally, we offer expedited UPS 2-day and 3-day shipping and rates are calculated based on your location.

When will my order ship?

If your order is placed by 2 p.m. CST, Monday through Friday in most cases all in-stock products leave our warehouse that same day. Orders placed after 2 p.m. CST will ship on the next business day. Example: If you place an order after 2 p.m. CST on Friday, it may not leave our warehouse until Monday.

Can I return an insurance order?

If your order has not already been submitted to your insurance company, and your return is within the regulations of our Return Policy, your order can be returned. If your order has been submitted to your insurance company you cannot return your order. Once we have submitted to your insurance, we have no way of stopping the billing process and therefore cannot reimburse.

My Account

How do I create a new account?

Creating a new account is easy! You can create one here. Also, if you use our Guest Checkout during your first order, you will have the option to create an account with your provided shipping/billing address when your purchase is complete.

How do I edit my account information?

To edit your existing account, sign in here and you will have the ability to add/edit addresses and change your password. We want you to be satisfied with your order. See our full return policy here.

I forgot my password.

Simply click here and select "Forgot your password?" You will be asked for your account e-mail address. Once provided, we will e-mail you with a link containing a new password so you may sign in. If you are having difficulties accessing your account, please call usd at 800-950-6020 and we will be happy to assist you.

Insurance Billing

Can I return an insurance order?

If your order has not already been submitted to your insurance company, and your return is within the regulations of our Return Policy, your order can be returned. If your order has been submitted to your insurance company you cannot return your order. Once we have submitted to your insurance, we have no way of stopping the billing process and therefore cannot reimburse.

Do you take assignment on insurance orders?

We take assignment on some Medicare orders, depending on the products. (Please inquire if you need to know for certain prior to submitting your order.) We do take assignment on BlueCross BlueShield orders, but in many cases there is a CO-PAY due. Until we know if you have a CO-PAY and what the percentage is, we automatically charge a 20% CO-PAY. If your CO-PAY is less than 20% you will receive a check from us from Nextra Health for the difference. If your CO-PAY is more, you will receive a bill. If you have insurance related questions feel free to contact our Customer Care team..

Do the prices on your site reflect insurance pricing?

No, the prices displayed on our website are discounted prices for cash-and-carry customer only. Please call us at 800-950-6020 and we're happy to provide you with accurate insurance pricing. If you have an existing insurance account with us, we will be able to tell you what you will pay after any deductibles and co-pays. If you're not a current customer, we will still be able to give you a general idea of the cost.

How can I have Nextra Health submit my order to insurance?

In short, we need a completed Customer Information form, your doctor's prescription (with item, quantity, and diagnosis code), and a front/back copy of your insurance card.

Getting started is easy. See our Insurance Ordering page for a step-by-step guide to give us the information we need to submit your order to insurance.

What insurances do you accept?

We accept the following insurances:

  • Medicare
  • BlueCross BlueShield (of Missouri, Alliance, Alliance Choice, and PPO plans)
  • Healthlink (PPO / HMO)

Why do you need my credit card if you are submitting my order to insurance?

For a couple of reasons. We take assignment on some Medicare orders, depending on the products. (Please inquire if you need to know for certain prior to submitting your order.) We do take assignment on Blue Cross Blue Shield orders, but in many cases there is a CO-PAY due. Until we know if you have a CO-PAY and what the percentage is, we automatically charge a 20% CO-PAY. Generally, we check your CO-PAY percentage before charging your account. If your CO-PAY is less than 20%, you will receive a check from us from Nextra Health for the difference. If your CO-PAY is more, you will receive a bill. Also, especially at the beginning of the year many people have deductibles that have to be paid before coverage by insurance companies. If you have insurance related questions feel free to email our insurance billing department.

Billing Information

Do I have to pay sales tax?

Sales tax is only charged when shipping to a Missouri state address.

I have a question about my order charges.

If you have any questions about charges, feel free to send a message to our Customer Care team. or call 1-800-950-6020.

I need a copy of my receipt/invoice.

Every shipment has a copy of your receipt/invoice inside. If you would like another copy, simply click here. You will be automatically taken to a page with every order you have ever placed online with us. Clicking the order details will bring up a printable invoice. If you are unable to do this or have any further questions please contact send a message to our Customer Care team. or call 1-800-950-6020.

How can I have Nextra Health submit my order to insurance?

In short, we need a completed Customer Information form, your doctor's prescription (with item, quantity, and diagnosis code), and a front/back copy of your insurance card.

Getting started is easy. See our Insurance Ordering page for a step-by-step guide to give us the information we need to submit your order to insurance.

What are my payment choices?

Nextra Health accepts Visa, Mastercard, and Discover. This is the only way to pay for orders placed on the internet. This is also the only way to pay an insurance CO-PAY.

When will my credit card be charged?

Your credit card will only be charged once your order has shipped. If there is a partial shipment you will only be charged for the items shipped.

Why do you need my credit card if you are submitting my order to insurance?

See this question above under "Insurance Billing". If you have additional questions about charges, feel free to contact customer service or call 1-800-950-6020.

Order Status

Has my order shipped?

Checking the status of your order has never been easier. Simply click here. You will be automatically taken to a page where you can either sign in to view your complete order history, or enter your Billing Email and Order ID to view a specific order.

How do I track my order?

To track your order simply click here. Sign in/Enter the billing e-mail and order number. From here, you'll be able to see every order placed under your account. To track order progress or get the shipment Tracking Number, simply click the order details.

My order never arrived. / An item is missing from my shipment!

If you haven't received your order, check its status by clicking "Track Orders" from the "Menu" button at the top of the website and check the order status.

When will my backorder arrive?

It's hard to tell exactly when a manufacturer backorder will arrive because it depends on many factors. We take every step possible to ensure you receive any product in a timely manner. In most cases backordered items have already been ordered by Nextra Health before you placed your order. As soon as your backorder arrives and is shipped, you will receive an email from our warehouse. If you have more questions about a backorder, feel free to e-mail customer service by clicking here or call 1-800-950-6020.

© 1978-2019 Nextra Health, Inc. All rights reserved.

10% Off any $100+ Order

Use Coupon Code NEWSITE in your basket or during checkout to get an instant 10% off any order of $100 or more. This offer is good through 5/31/18. Coupon codes cannot be combined with insurance or applied retroactively to an order previously placed.