FAQs

Submitting an order to TenderHeart is easy! We will happily take orders by phone, fax, or email. A prescription is not necessary for most orders, as TenderHeart will obtain any insurance required paperwork from your doctor on your behalf.

To get an order started, we will require some basic information regarding the patient. Please call us at (877) 394-1860.

Orders from insurance companies or physicians can be submitted by fax at (866) 897-5881 or by email at orders@tenderheart.com.

Your dedicated patient advocate will verify your coverage and handle the paperwork required for potential Medicaid benefits. We will work with you to help find the right products — form, absorbency, size — to fit your individual incontinence care needs after learning the specifics of your situation. After confirmation of benefits and supplies, we will discreetly package and ship high quality products directly to your home each month.

With TenderHeart, you will receive monthly shipments of incontinence care products selected and chosen for your specific needs.

Yes. Depending on your insurance and type of equipment or supplies you receive, the changes may not be reflected in your next monthly order.

Yes, eligible products may be returned or exchanged within 30 days of their delivery date and in their original condition/packaging. You can find the full details of our policy here.
The following items are non-returnable:

• Personal hygiene items worn next to the skin.
• Any item in sterile packaging.

Return eligibility is based on the product, it’s use, and date of purchase. To know if your product can be returned, please contact us at (877) 394-1860.

All damaged items must be reported within 30 days of the delivery date.

Please contact us as soon as you realize you have not received your order. We can be reached by phone at (877) 394-1860.

Call us as soon as you need to make a change to your order. We may require a pickup of the old order, or there may be a delay if new paperwork or authorization is required by your insurance.

Most of the supplies we provide will go through either your state Medicaid or another insurance plan and will be paid for at 100%. In some cases, you may have a coinsurance or copay for medical supplies that will require a credit or debit card on file. TenderHeart will always discuss the cost of the

Different insurances have different requirements. Texas Medicaid requires updated paperwork every six months, but most other insurances require updated paperwork every year. TenderHeart will automatically renew this paperwork for you before it expires so there will be no lapse in services. If we have trouble getting updated paperwork from your doctor, we’ll send you a letter asking for assistance to prevent a lapse in services. Our goal is to make sure you continue receiving the supplies you need.

Yes. Please contact us as soon as possible if you have a change in your medical condition, an updated physician, PRIOR to moving, or you have a new phone number. It’s important that TenderHeart has current information for you to assist with your ordering.

Yes. Nearly all of our products are delivered in plain, nondescript packaging to protect your privacy and prevent any potential discomfort related to the shipment.

At TenderHeart, we’re not tied to just one brand offering. Instead, we have access to virtually every manufacturer and brand and can offer products at every level of absorbency and size to ensure the best fit for you. Contact our team for details.

In most cases, medical necessity is what determines the need for an item. Your insurance requires that we have paperwork on file proving this medical necessity. If you have questions about what types of items you need, please contact us, visit your doctor for a referral, or contact your insurance company.

Our specialty is incontinence supplies, but we also carry a wide variety of medical supplies and equipment, such as:

• Mobility Aids
• Bathroom Aids
• Hospital Beds
• Ostomy Supplies
• Catheters
• Wound Care
• Supplemental Drinks
• Tube or Bolus Feeding Supplies
• Blood Pressure Monitors
• Breast Pumps
• Nebulizers
• Patient Lifts

TenderHeart wants to protect your health information and closely follows HIPAA guidelines. This means that you or a representative authorized by you can access your account. We can set up passwords for your account as well, just give us a call at (877) 394-1860.

Call TenderHeart or your insurance company to verify network status. The list of insurances we accept is always growing as we expand our network to serve more patients.

Patient Hub by Brightree is a patient portal app designed to make communication about your supplies easier. Once enrolled, you’re able to receive tracking information once your order has shipped, update your personal information, and chat with a TenderHeart employee regarding your supplies. Contact TenderHeart today to get started with Patient Hub.

As we’ve grown, we realized we needed a name that better reflected our identity as we expanded our reach to help patients outside the state of Texas.

But while our name has changed, our continued commitment to our patients and our partners has not. You will still receive the same service, compassion, and value-based model of care that so many of our patients have come to rely on.

We expect no interruptions to our patient experience, product shipments, or billing arrangements. We’re still the same company with the same mission and values, just with a new name and logo.