Highland Orthopedic Supply wants you to be happy with your purchase. Below is useful information about ordering from Highland Orthopedic Supply

Patient Bill of Rights

Highland Orthopedic Supply provides its customers with the highest level of customer service and is pleased to provide a Patient Bill of Rights. Click the image to view the document in industry-standard PDF format.

Highland Orthopedic Supply adheres to very strict privacy guidelines. We are committed to protecting your privacy during your online shopping experience with us. This includes your shopping time and most importantly your checkout. We treat your personal information with the highest standards of security and confidentiality. We will never share your personal information with any other party (except as required by law). This includes your full name, home, work and billing addresses, credit card information, e-mail address and phone number(s). Highland Orthopedic supply adheres to the Health Insurance and Portability Act (HIPAA). All Information that you provide to us is kept in strict confidence.

Notice of Privacy Practices

This notice states:

  • How medical information about you may be used.
  • How medical information about you may be disclosed.
  • How you can access this information.

Privacy Laws Require that Highland Orthopedic Supply comply with the following:

  • We must maintain the privacy of your medical and financial information.
  • We must provide you this notice.
  • We must follow the terms of the HIPPA Act that is currently in effect.

How we use and disclose medical information about you:

  • For Payment – We may use your information for payment of equipment purchased or to bill an insurance company.
  • We May disclose information to doctors and other health professionals that are also required by law to follow HIPPA guidelines.
  • We may share your protected health information to a friend or family member who is involved in your medical care or who helps to pay for your care.
  • As required by law – when required to do so by federal, state, or local laws.
  • Public Health Risks
  • Health Oversight Activities – We may disclose your protected health information for oversight activities such as: audits, investigations, inspections, and licensure.
  • Lawsuits and Disputes – We may disclose your protected health information in response to a court or administrative order or in response to a subpoena, discovery request, or other lawful process by someone else involved in the dispute, but only if efforts have been made to tell you about the request or to obtain an order protecting the information requested.
  • Law Enforcement – We may disclose your protected health information if asked to do so by law enforcement officials.
  • National Security and Intelligence Activities –We may disclose your information to authorized federal officials for intelligence, counterintelligence, and other federal security activities authorized by law, to include protection of the President, or other authorized persons or foreign  heads of state, or in conducting special investigations.

 Your Rights Regarding Your Protected Health Information

Right to Inspect and Copy – You have the right to inspect and copy medical information that may be used to make decisions about your care.  You must submit your request in writing to:

Highland Orthopedic Supply
Attn: Compliance
227 South Riverside Road
Highland, NY 12528

We may deny your request to inspect and copy in certain, very limited circumstances.  If you are denied access you may request the denial be reviewed.  A licensed healthcare professional chosen by Highland Orthopedic Supply will review your request and denial.  The person conducting the review will not be the person who denied your request.  We will comply with the outcome.

Right to Amend – If you believe that your protected health information that we possess is incorrect or incomplete, you may ask us to amend it.  You must submit your request in writing to:

Highland Orthopedic Supply
Attn: Compliance
227 South Riverside Road
Highland, NY 12528

You must provide a reason for this request.

We may deny this request if you ask us to amend information that is accurate and complete.

Right to Accounting of Disclosures – You have the right to request an accounting of disclosures, a list of instances in which we disclosed your protected health information.  To obtain this list you must submit your request in writing to:

Highland Orthopedic Supply
Attn: Compliance
227 South Riverside Road
Highland, NY 12528

Right to Request Restrictions – You have the right to request a restriction or limitation on the protected health information we use or disclose about you for treatment, payment, or healthcare operations.  You also have the right to restrict or limit the protected health information we disclose about you to a family member, friend, or someone who is involved in your care or the payment of your care.  We are not required to agree to your request.  You must submit your request in writing to:

Highland Orthopedic Supply
Attn: Compliance
227 South Riverside Road
Highland, NY 12528

Please include the following:

  • Information you want to limit.
  • Whether you want to limit our use, disclosure,  or both.
  • To whom you want these limits to apply.

Right to Receive Confidential Communications – You have the right to request that we communicate with you about confidential medical matters in a certain way or at a certain location.  Ex: Contact you at work, by email, by mail.  You must submit your request in writing to:

Highland Orthopedic Supply
Attn: Compliance
227 South Riverside Road
Highland, NY 12528

Complaints

If you believe your HIPPA rights have been violated, you may file a complaint with Highland Orthopedic Supply or with the secretary of the department of Health and Human Services.  To file a complaint with Highland Orthopedic Supply, contact Highland Orthopedic Supply Compliance at 1-800-583-3771.  To take action all HIPPA complaints must be submitted in writing.  You must submit your request in writing to:

Highland Orthopedic Supply
Attn: Compliance
227 South Riverside Road
Highland, NY 12528

Other Uses of Protected Health Information

Other uses or disclosures of your protected health information not covered by this notice or the laws that apply to us will be made only with your written permission.  If you provide us permission to use or disclose protected health information about you, you may revoke that permission.   However, we are not able to take back any disclosures we have already made with your permission, and that we are required by law to retain our records of the care that we provided to you.   You must submit your request in writing to:

Highland Orthopedic Supply
Attn: Compliance
227 South Riverside Road
Highland, NY 12528

Highland Orthopedic Supply offers 4 levels of shipping for your convenience.

Standard: Delivery up to 10 business days: Free on orders $49.99 or more

Expedited: Delivery up to 6 business days

Rush: Delivery up to 3 business days for all orders in by Noon

Overnight: Next business day for all orders in by Noon

We ship anywhere in the continental United States. There will be additional fees for items shipped to Hawaii, Alaska or Puerto Rico. Please call 845-261-2015 for pricing. Business days are Monday through Friday not including holidays. Please call customer service for assistance with shipping at 845-261-2015.

  • Orders of $49.99 or more will receive free Standard Delivery shipping.
  • We use UPS, FedEx and USPS for most orders. See the table below for Highland Orthopedic Supply shipping rates which apply to most orders:
Standard Delivery
up to 10 Business days
Expedited Delivery
up to 6 Business days
Rush Delivery
up to 3 Business days
Overnight Delivery
Next Business Day
order must be in by 12:00PM Eastern Time
Orders up to $49.99 $5.49 $15.99 $39.99 $89.99
Orders $50-149.99 $0.00 $15.99 $39.99 $89.99
Orders $150-$199.99 $0.00 $15.99 $39.99 $89.99
Orders $200-$249.99 $0.00 $15.99 $39.99 $89.99
Orders $250-$299.99 $0.00 $15.99 $39.99 $89.99
Orders $300 and Above $0.00 $15.99 $39.99 $89.99

Please note that large items may incur an extra shipping charge.

It is the customer’s responsibility to give us the correct shipping address. Please supply a street address not a PO Box. Orders that are delayed/returned due to an invalid shipping address or PO Box might incur additional shipping charges. We will deliver to military or APO addresses through USPS.

In your absence UPS, FedEx and USPS will often drop your package at your front door. We are not responsible for theft or loss once the item is delivered to your address.

For any questions with our shipping policy please visit our contact page

Email: info@highlandorthopedicsupply.com

Any unopened products may be returned for a refund of the purchase price of that item, not including shipping, within 30 days of date of purchase.  A restocking fee of 25% may apply with a minimum charge of $5.00 for handling.  Refunds of any opened items that are not defective will be handled on a case by case basis by our customer service department.  All products must be returned in original packaging with original labels and with all accessories including warranty card and instruction manual(s).  If you receive your product and find that it is defective or physically damaged you must inform us within 24hrs.

Exceptions

Sterile items
Any orthotics that have been worn or are not in new condition*
Cold Therapy Units and Accessories (pads, hoses,etc)
Compression Shorts
Skin Care Items
Post Operative Shoes
Diabetic Shoes
Diabetic Ulcer Care Items
Electrodes and conductive garments that have had their seal broken
Any Item not in New condition*

E-mail our customer service team at returns@highlandorthopedicsupply.com.  Include your name and order number.  Provide the reason for your request.  We will e-mail you an RMA (return material authorization) number along with instructions on where to send your return.  You will have to mark the outside of the package with the RMA number.  If any item is received without an RMA number on the outside of the package, we will not be able to issue a refund.  You are responsible for all shipping fees on returns.

Any purchased item that is refused at time of delivery will be refunded less shipping costs and charged a 25% restocking fee.

Disclaimer for Cold Therapy Products:

You certify that your Physician has prescribed this Cold or Hot/Cold Therapy Unit to treat your medical condition and that you will use as directed by your physician.  You have read the manufacturer’s instructions and will use the product(s) in accordance with the manufacturer’s instructions.  You acknowledge that you assume all responsibility for the use or misuse of this product and that Highland Orthopedic Supply is only a distributer of this product and is not liable for any injury incurred through the misuse or malfunction of this product.  You will contact your physician immediately if any contraindications should arise from use of this product.

You will not use this product if any of the following conditions apply to you:

  • Diabetes
  • Hypersensitivity to cold
  • History of adverse reactions to cold therapy or frostbite
  • History of circulatory problems such as: Raynauds Syndrome, Hypercoagulable clotting disorders, Buergers disease
  • History of Lymphatic or Vasopastic disorders
  • Local Tissue Infection
  • Hand/Wrist or Foot/Ankle surgery with polyneuropathy associated with it
  • Wound Healing Problems
  • Decreased Skin Sensitivity

Cold Therapy Products are nonrefundable!

Disclaimer for TENS NMES Products

You certify that your Physician has prescribed this TENS and/or NMES Unit to treat your medical condition.  You will use as directed by your physician.  You have read the manufacturers instructions and will use in accordance with manufacturers instructions.  You acknowledge that you will assume all responsibility for the use or misuse of this product and that Highland Orthopedic Supply is only a distributer of this product and is not liable for any injury incurred through the misuse or malfunction of this product.  You will contact your physician immediately if any contraindications should arise from use of this product.

You will not use this product if any of the following conditions apply:

  • Pregnant
  • Multiple Sclerosis
  • Lymphedema
  • Circulatory Problems
  • Have a Pacemaker
  • Heart Disease

Use our Contact page to get more information

Disclaimer for TENS NMES Products

You certify that your Physician has prescribed this TENS and/or NMES Unit to treat your medical condition.  You will use as directed by your physician.  You have read the manufacturers instructions and will use in accordance with manufacturers instructions.  You acknowledge that you will assume all responsibility for the use or misuse of this product and that Highland Orthopedic Supply is only a distributer of this product and is not liable for any injury incurred through the misuse or malfunction of this product.  You will contact your physician immediately if any contraindications should arise from use of this product.

You will not use this product if any of the following conditions apply:

  • Pregnant
  • Multiple Sclerosis
  • Lymphedema
  • Circulatory Problems
  • Have a Pacemaker
  • Heart Disease

Use our Contact page to get more information

You can shop at Highland Orthopedic Supply with confidence.

The company adheres to strict industry standards for payment processing, including:

  • 128-bit Secure Sockets Layer (SSL) technology for secure Internet Protocol (IP) transactions.

  • Industry leading encryption hardware and software methods and security protocols to protect customer information.

  • Compliance with the Payment Card Industry Data Security Standard (PCI DSS).

You can shop at Highland Orthopedic Supply with confidence.

The company adheres to strict industry standards for payment processing, including:

  • 128-bit Secure Sockets Layer (SSL) technology for secure Internet Protocol (IP) transactions.

  • Industry leading encryption hardware and software methods and security protocols to protect customer information.

  • Compliance with the Payment Card Industry Data Security Standard (PCI DSS).

New Condition Note: *New condition for any orthotic means that you can try the item on.  If it doesn’t fit correctly, place it back in original packaging immediately and request an RMA from our customer service team.  If the item appears soiled or used we will not be able to issue a refund.

For more information, please get in touch via our Contact page.