Mistakes to Avoid When Buying Medical Supplies Online

Introduction

Online shopping has become a very common practice for many people, and medical supplies are no exception. Whether it be a matter of convenience, health, or something else, ordering online brings a variety of benefits. However, online shopping also comes with dangers, from scammers to user error, and knowing what to look out for when navigating the e-commerce sphere can greatly help minimize mistakes. When it comes to something as important as your, your loved one’s, or your patient’s health, knowing what mistakes to avoid when shopping for medical supplies online can help minimize risks and bring peace of mind.

Mistake 1: Shopping by Price Alone

One of the most common mistakes when online shopping is making decisions solely based on the lowest available price. While sometimes a low price may simply be a lucky deal, it could be a sign that the source is untrustworthy - especially if the medical supplies are typically expensive name-brand products. Online shoppers should examine and compare other information about the medical supplies provided on the seller’s website to determine whether the item is legitimate. Another mistake customers might make spurred by unusually low prices is buying a similar but different product, buying something used when it’s needed brand new, or buying a product incompatible with home equipment.1

Compare More Than the Listed Price

The following list includes specs and information the buyer should consider when purchasing medical supplies online:

  • Exact product and model: Cross-reference supplier SKUs or product numbers between the supplier website and official manufacturer information
  • New Versus Used or Refurbished Condition: If buying from a resale site, be sure to check if the supplier lists the condition the product will be arriving in. Is it unopened or resealed? Are there any components missing?
  • Quantity and Package Count: Ensure the supplier lists the size, configuration, and/or unit of measure. Also be sure the item you are looking at meets the specifications of the item you intend to buy.
  • Shipping Charges: Check shipping charges in case they are high to compensate for “lower” prices.
  • Warranty Coverage: For expensive DME, buyers should verify the seller is authorized, the manufacturer warranty applies, and is handled by the seller or manufacturer.

Mistake 2: Ordering Before Confirming the Exact Product

When ordering medical supplies online, careful attention to product numbers, names, and item size is important, as similar products can be easily mistaken for one another at a glance. Find the listed product specifications on the seller’s website to confirm the product you’re viewing is the product you intend to buy.

For example, Coloplast’s SenSura Mio Convex Deep drainable ostomy pouch and their SenSura Mio Convex Soft drainable ostomy pouch have similar appearances. However, they each have different design types based on their stoma shape to help them prioritize comfort and discretion. Both products also feature different capacities, colors, and pre-cut or cut-to-fit openings. If going directly off of appearance, a buyer could easily mistake the two for each other, or select the wrong size if not reading carefully.

Check Size, Fit, and Intended Use

It is important to ensure the item you’re purchasing is the correct size. Many types of medical supplies, such as incontinence products or mobility accessories, will not work properly without being sized correctly. Follow the provided manufacturer sizing guides, if any, instead of basing sizing on regular clothing sizes.

Mistake 3: Assuming Similar Parts Are Compatible

Similar to the above section, making assumptions based on appearance or similar product type can lead to complications with use or returns, or a flat-out waste of money. The product should have its requirements and components listed, and some might even have a link to relevant pages. It is especially necessary to note the correct item and manufacturer for items such as CPAP masks and accessories or wheelchair parts, as these are expensive items important to everyday health for many people.

What to Verify Before Ordering a Replacement

There are a few things that should be checked when looking to order a replacement:

  • Identify and verify that the device type, model number, and product manufacturer are the same, or that the desired replacement is listed as compatible
  • Check component and part information to be sure the intended use is the same
  • Confirm the replacement’s compatibility statement
  • Contact the seller or manufacturer if there are issues with the replacement
  • Find the seller's return policy, as some might restrict or prohibit the return of certain opened, used, sterile, hygiene-related, or special-order items

Mistake 4: Buying From an Unverified Seller

It is important to also pay attention to the retailer you’re buying from. Look for a seller’s physical address and contact information on their website. While a physical address doesn’t always guarantee that a business is legitimate, it provides a resource to do further research on the company, and a phone number allows you to contact them if anything goes wrong with your order.2

Other ways to verify a seller’s authenticity are to check for verified seller badges, though these can be faked. Look for detailed seller information about their company, what they do, and their policies. Look for safer payment methods, such as credit cards or secure online payment systems like PayPal that provide buyer protection. Search the seller's name plus "review," "complaint," or "scam" to see if anything relevant pops up.3

Warning Signs Worth Investigating

  • Missing seller contact information
  • Vague product descriptions
  • Unusually steep discounts
  • Missing return information
  • Payment requests from outside the marketplace systems
  • Unsupported health claims
  • Selling prescription medication without requiring a prescription

Mistake 5: Confusing FDA Terminology and Product Claims

FDA terminology can be confusing, especially when one doesn’t know what each term is used for and sellers are using terms incorrectly. There are a few terms to look out for:

  • FDA Registered: This means that an establishment is registered with the FDA and they have notified them of their business and products.
  • FDA Listed: A device listing simply means the FDA is aware of the product and is in the FDA's registration and listing system. Listing does not mean the FDA has reviewed, cleared, approved, or endorsed the device.
  • FDA Cleared / FDA Clearance: This is necessary for most Class II and some Class I devices, and means that the manufacturer has submitted sufficient proof that the device is similar in intended use or technology to a pre-existing device.
  • FDA Approved: This is required for Class III devices, which are devices that carry a high risk to patients, and scientific and technical information regarding safety assurances and effectiveness needs to be sent to the FDA to begin the approval process.

The FTC and FDA warn against medicines and devices that claim to be a miracle cure or anything revolutionary, as this is often a scammer technique to encourage sudden, uninformed purchases. The FDA also warns against retailers claiming a product is made in an “FDA-approved facility,” as they do not approve facilities.4

FDA Website SearchFDA Website Search

Mistake 6: Ignoring What the Product Requires at Home

Another mistake one could make is not taking note of what the product needs to operate in the home. When purchasing medical supplies, check the product specs for operation requirements such as running water, electrical outlets, or batteries. Buying items that call for extra requirements without confirming what the product needs can lead to spending money on something you can’t use or dealing with attempted returns.

Mistake 7: Forgetting About Replacement Supplies and Ongoing Costs

Some supplies and medical devices require maintenance and replacements during ongoing care. These additions can pose unexpected costs, so it’s important to take note of any disposable parts of devices and supplies that can run out as you’re buying the products. Enteral feeding pumps need compatible disposable feeding sets, ostomy systems require replacement pouches or barriers, and wound dressings must be restocked.

Mistake 8: Using Risky Payment Methods

A number of things can go wrong when purchasing medical supplies online, and being pressured into using risky payment methods is one of them. The FTC suggests using a credit card when making said purchases, as they provide legal protections for consumers. Do not be pressured into buying supplies through gift cards, wire transfers, or other payment methods that make recovering money difficult, as this makes returns, refunds, and handling scams all the more complicated.2

Woman Holding a Credit Card in front of Laptop Displaying a Mega SaleWoman Holding a Credit Card in front of Laptop Displaying a Mega Sale

A Pre-Purchase Checklist for Medical Supplies Online

Remember to keep an eye out for the following information when going through with online medical purchases:

  • Exact product and model
  • Correct size or configuration
  • Intended use
  • Equipment compatibility
  • Included components
  • Product condition
  • Seller identity and contact information
  • Return policy
  • Warranty information
  • Shipping costs and timing
  • Replacement-supply requirements
  • Insurance or Medicare requirements when applicable
  • Secure payment methods

Footnotes