CWI Medical
Call Us 1-631-753-8390

Frequently Asked Questions


Categories (Click on Topic Below to Jump to Section)

The Features of Need an Invoice? Repeat Delivery vs Repeat this Order
Ordering & Prepayment Finding the Right Brief or Underwear Size Taxes
Backorders / Drop-Ship Orders Credit Card Declined  
Returns & Exchanges Error Message After Registering For an Account  
Contact Us What is a Preauthorization?  
About Us Do you store credit card data?  


The Features of   Back to Top )

  • Create an Account or Log-On to Order, Update Your Account, Review Order History.
  • Guest Check-out 
  • Live Chat Online with a Customer Care Specialist.
  • Shop by Store: Home Care, Medical Professional, or Tattoo Professional
  • Search for items by Item Code, Category, and, or Description, and filter results by Brand Names, Health Conditions, and by Body Region.
  • Sign up for Our E-Newsletter to receive articles, specials, and product announcements.
  • Edit your scheduled Repeat Deliveries
  • Quickly Reorder a previous order from your order history in Your Account
  • Leave a Product Review
  • Earn 2% Back, and apply points towards new orders.



Ordering & Prepayment   ( Back to Top )

Online Ordering
Available 24 hours a day, 7 days a week. For internet orders, we accept major Credit Cards.
CWI Medical uses safe, secure 128-bit SSL encryption, the highest security checkout available on the internet. We will NEVER sell or share your personal information. For more info, see our Privacy & Security Policy.

All Orders require a Security Code (CVV Code) for Your Protection:


Ordering Offline

Phone Orders:
Customer Service: Toll-Free 1-631-753-8390. If calling to place your order, please have your credit card ready. Customer Service phone service hours are Monday through Friday 8:30 am - 5:00 pm EST. We accept all major credit cards.

Money Orders or Checks:
For money orders or checks, please print and fill out this form completed with money order or check. For money orders, we'll ship the day the payment is received. For checks, we'll ship as soon as the check clears.
Money Order and Check Form

Fax Orders:
For fax orders, please print and fill out this form and than fax to CWI Medical Customer Service at 1-631-753-8394.
Fax Order Form

Please Note :
Before sending a Check, Fax Order or Money Order please call us at 1-631-753-8390 or email us at to verify Shipping Charges to avoid any potential delays in processing your order. Customer Service hours are Monday through Friday 8:30 am - 5:30  pm EST.



Backorders / Drop Ship Orders   ( Back to Top )

Almost all items are in stock and ready for shipment. Some automated Order Detail emails may list Backordered statuses for items, but this is not the case. You will be contacted by phone, and or email by Customer Care, if your item would be on backorder for more two days.

Drop Ship Orders:
Certain available items will be Drop-Shipped. These include oversized items, specialty items, customized items, and made-to-order items. Processing times may vary, and we will do our absolute best to provide you with an Estimated Time of Delivery.



Returns & Exchanges   ( Back to Top )

We accept returns within 30 days of an order of CWI Medical products in original, unused condition.

* To return a product purchased through the CWI Medical Online Store:

1. Obtain an RMA (Return Merchandise Authorization) number through Customer Service at 1-877-9-CWIMED or through email at  Warehouse must receive items within 15 days of an RMA number being issued. All returns without an RMA number will not be accepted and cannot be credited.

2. Print and fill out the Return Form

3. Enclose the form with your items and send to:

CWI Medical
200 Executive Drive, Unit D 
Attn: Returns/Exchanges
Edgewood, NY 11717

• Allow 7-10 days for processing your return once we receive it.
• Unfortunately, we cannot refund original shipping & handling charges unless an error occurred on our part in shipping your order.

To exchange a product, please order the replacement product(s) and return the original(s) in unused condition for refund. Please note that it may take up to 4 weeks to complete the entire return/refund process.

For refunds, we will issue you an immediate refund of the value of your returned goods minus a $3.00 nominal fee in order to offset the cost of order processing and re-stocking. For opened items, a 15% restocking-fee will be applied.

Please Note : Personal care items (pillows, cushions, etc), Special order items and Clearance Items are non-returnable. For health and safety reasons we are unable to accept returns or exchanges of eating (nutritionals), hygiene (Bathroom Safety Items, such as Commodes, Bath Chairs, Shower Chairs, & Transfer Benches, Toilet Safety Items, Bedroom and Bathroom products) and mouth (Enteral Feeding Sets and Pumps) products. Once installed, Power Chairs and Power Scooters are non-returnable. Welch Allyn products are made-to-order and non-returnable. If you are unsure if the product you are ordering is non-returnable, please call us at 1-877-9-CWIMED.

DAMAGED / EXPIRED ITEMS - Merchandise damaged during shipment or expired merchandise must be reported to within 5 days of receipt. Please call us during our normal business hours (Monday through Friday, from 8:00 am to 6:00 pm EST) to notify us of any damaged or expired items (please have your order number and the item description ready when you call). We will then contact the shipping company for the retrieval of the damaged or expired item(s) and send you a replacement order. Any items that have been used will void your right to return it.

IMPORTANT - Please be advised that certain items (such as nutritionals) that are sent to warm weather climates or in the summertime can melt if left outside in the heat. If you will not be available to receive your package(s), please leave instructions for the carrier to leave your delivery in a cool area, at a neighbor's house, or not to deliver if no one is home. We take every precaution to make sure that all of our products are shipped in fresh condition, and all of our products are stored in a climate-controlled warehouse. We cannot accept returns for heat-damaged products.

IMPORTANT - Please be advised that certain items (such as nutritionals) that are sent to warm weather climates or in the summertime can melt if left outside in the heat. If you will not be available to receive your package(s), please leave instructions for the carrier to leave your delivery in a cool area, at a neighbor's house, or not to deliver if no one is home. We take every precaution to make sure that all of our products are shipped in fresh condition, and all of our products are stored in a climate-controlled warehouse. We cannot accept returns for heat-damaged products.



About Us   ( Back to Top )

Your #1 source for Care & Wellness Products!

CWI Medical is a national home health care products retailer specializing in health and wellness products. We offer home and automated delivery, and stocks a complete line of nutritional supplements / enteral formulas, incontinence products, durable medical equipment / supplies, and aids for daily living.

CWI Medical, LLC and our diverse community profits by transforming ordinary interactions into extraordinary relationships which result in the creation of opportunities for everyone to have their need for quality healthcare products and services fulfilled.

We strive to facilitate the goals of each customer towards the pursuit of maintaining optimum health for others and themselves.

CWI Medical, LLC was founded by a team dedicated to promote stimulation and strength amongst the healthcare industries and individuals of the community through advocacy for health awareness and the belief of giving back. We offer reliable and dependable home delivery for medical supplies, educational resources and advice for health and care-giving. And in part of our core values, we donate our time and resources with non-profit organizations such as Island Harvest, Habitat for Humanity, and Team for Kids.

• Maintain integrity by doing what we say we will do.
• Act with long-term & ethical views.
• Value diversity, openness & respect.
• Dedication to providing extraordinary services through teamwork.
• Determination in fulfilling our customer’s needs with top quality products.
• Give back and support our community.
• Contribute to advances in the health care products industry.
• Develop significant and sustainable growth through performance and results.

We decided that ever since the induction of our company, that our first and foremost mission was to provide products that we could take pride and comfort in using with not only ourselves, but with our loved ones. For you, our customers are our friends and family. And in part of our advocacy for awareness of health & health care products, along with our key medical professionals, our staff has been fully trained to answer any questions or concerns you may have. For the best decision comes from an informed decision.

And we thank you always for your patronage!

In Health and Gratitude,
The Team of CWI Medical


Contact Us   ( Back to Top )

Sales: 1-631-753-8390
Toll-Free: 1-877-9-CWIMED (1-877-929-4633)

Customer Service
Monday through Friday
8:00 AM - 6:00 PM (EST)

CWI Medical, LLC
200 Executive Drive, Unit D
Edgewood, NY 11717



Hablamos español
We Speak Chinese  



Need a Copy of an Invoice?  

All Order Confirmations are emailed.  For all registered customers, Invoices can be find for the order in your Account in your Order History section.  If you ordered by phone or did not register for an account, and did not receive an email confirmation, please call 1-631-753-8390, and request a copy of the invoice.  We will gladly mail or email a copy, or include with your order.



Credit Card Declined   ( Back to Top )

We advise you to contact your issuing bank and confirm that the failure is not related to problems there with the declined transaction. If the issuing bank confirms that there is no problem with your account then make sure that you are entering all the digits of the the credit card number in a single sequence with no spaces or dashes. 

Orders can only be processed if the address information that you have given matches EXACTLY with the information on your bank billing statement. Meaning, you cannot abbreviate the words "street" or "avenue" , add hyphens or "#" symbols to your address, or leave out apartment numbers, or change your zip code, etc. from what your financial institution has on its records for you. You may have to check your bank to verify how your address appears in their records.

There may also be a CVV code error. CVV error is associated with the 3-4 digit code that you are sometimes asked to enter from your credit card (often found after your number on the right side of the front of your card, or on the right end of your signature area on the back of your card).

Also, almost all error messages can be resolved by following the steps below. Please do the following before trying to place the order again. Delete the cache and cookies from your computer.

To do this in IE :

Open Internet Explorer and click on Tools.
Click on Internet Options.
On the General Tab, in the middle of the screen, click on "Delete" Files.
You may also want to check the box "Delete all offline content" .
Click on OK and wait for the hourglass icon to stop after it deletes the temporary internet files.
You can now click on Delete Cookies and click "OK" to delete cookies that websites have placed on your hard drive.

To do this in Mozilla  ( Netscape, FireFox, etc ):

Open your browser and click on Tools.
Click on Options.
Select Privacy.
Click on the buttons to "Clear" your "Cookies" and "Cache" .

After you have taken these steps, restart your computer and attempt to make this purchase again. ( Note: if you have tried to make this purchase more than 3 times in the past 24 hours please wait a full 24 hours before trying again). If you are still receiving an error message when trying to place the order, please contact our billing representatives for assistance. Please include in your e-mail a copy of the specific error message that you receive so that we may be better able to assist you with this matter.

Phone Toll-Free:  1-877-9-CWIMED (1-877-929-4633)


Receiving An Error Message After Registering for A New Account    ( Back to Top )

If you have a pre-existing account, you may retrieve your password by clicking here.   You can also sign up with another email address to register for a new account.  

For additional assistance, please contact our Customer Care Department.  A representative will be able to assist with updating your password, email address, and, or Billing/Shipping Addresses.



What is a Preauthorization?    ( Back to Top )

Authorization hold (also card authorisation, preauthorization, or preauth) is the practice within the banking industry of authorizing electronic transactions done with a debit card or banking card and holding this balance as unavailable either until the merchant clears the transaction (also called settlement), or the hold "falls off." In the case of debit cards, authorization holds can fall off the account (thus rendering the balance available again) anywhere from 1–5 days after the transaction date depending on the bank's policy.

Signature-based (non-PIN-based) credit and debit card transactions are a two-step process, consisting of an authorization and a settlement.

When a merchant swipes a customer's credit card, the credit card terminal connects to the merchant's acquirer, or credit card processor, which verifies that the customer's account is valid and that sufficient funds are available to cover the transaction's cost. At this step, the funds are "held" and deducted from the customer's credit limit (or bank balance, in the case of a debit card) but are not yet transferred to the merchant. At the end of the day, the merchant instructs the credit card machine to submit the finalized transactions to the acquirer in a "batch transfer," which begins the settlement process, where the funds are transferred from the customer's accounts to the merchant's accounts. Contrary to popular belief, this process is not instantaneous: the transaction may not appear on the customer's statement or online account activity for one to two days, and it can take up to three days for funds to be deposited in the merchant's account.

For example, if an individual has a credit limit of $100 and uses a credit card to make a purchase at a retail store for $30, then his available credit will immediately decrease to $70. This is because the merchant has obtained an authorization from the individual's bank by swiping the card through its credit card terminal. If the billing statement was sent out at that point, the actual charges would still be $0, because the merchant has not actually collected the funds in question. The actual charge is not put through until the merchant submits their batch of transactions and the banking system transfers the funds.

debit card works slightly differently. Similar to the previous example, if one has a balance of $100 in the bank and used a debit card to make a purchase at a retail store for $30, then his available balance will immediately decrease to $70 as a hold on the $30 is enacted. This is because the merchant has obtained an authorization from the individual's bank by swiping the card through its credit card terminal. However, the actual balance with the bank is still $100, because the merchant has not actually collected the funds in question. However, unless this authorization hold expires without being finalized the user cannot access that part of their account. The actual balance will not be reduced until the merchant submits their batch of transactions and the banking system transfers the funds.


What is the difference between Repeat Delivery and Repeat this Order?    ( Back to Top )

At CWI Medical we want our shopping experience to be quick and effortless for our customers so we came up with Repeat Delivery and Repeat this order. These sound similar so we would like to take a second to explain the difference.

Repeat Delivery
When you order Repeat Delivery Service for a product, a new shipment of the item will be sent to you based on the schedule you select. Your credit card will only be charged when it is packed and ready to be shipped, and you may cancel at any time.

How does it work?
Browse our huge selection of eligible health care products. To start the Repeat Delivery Service for a product, add it to the cart, and during check-out, choose a quantity per shipment and delivery schedule during the checkout process. You'll be asked to provide a shipping address, credit card and billing address. Once the order is placed, your first shipment will be processed and your Repeat Delivery Service will be activated. Each of your next qualifying  Repeat Delivery Service items receive a 6% discount.

You can select a delivery schedule for your Repeat Delivery - from one to twelve weeks. You can also update your schedule in Your Account's Order History.  

Your settings will be saved. We'll even send you an email to remind you when your delivery is on its way.

Repeat This Order
Repeat this order allows one to repeat the entire purchase order for a selected date. This comes in handy if you may have ordered multiple products and want to reorder all of them vs. having to re-add each one to the cart individually.

How does it work?
To repeat your order, you must first go into your  Order History.  From there you will see all of the purchases you have made in the past. On the right of each order number you will see the option to view details of what you purchased or to repeat this order. Find the order you wish to repeat and click the link. Then you will be asked to retype your email address which is used for your account and the entire order will be purchased again. It is a great way to complete a previous order with multiple products in an efficient way.

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Does Credit Card Data Get Stored?     ( Back to Top )

CWI Medical does not store your credit card data even when as registered customer.  We use  Tokenization replace sensitive credit card data.   Tokenization works by storing the credit card in a third party system that is PCI Compliant. The third party returns a token to the merchant system upon receipt of the credit card data. The merchant stores the token in their database instead of the card data. The only part of the credit card data that needs to be kept out of the merchant system via tokenization is the 15-16 digit Payment Account Number, or PAN, the credit card number. The other elements of the card are considered non-sensitive.   We only store non-sensitive card data to identify the token—name on the card, card brand, expiration date and the last four digits of the credit card number. The CVV (or CVC) cannot be permanently stored by the merchant or the provider.

In the case where a payment gateway is the token provider, the merchant sends the token to the payment gateway in transactions for new authorizations. Just like they would send the credit card to the gateway’s API, they send the token to the API along with the order number, amount of the transaction and any other details about the new transaction that is required. The key here is that instead of the sensitive card data, the merchant can use the token to make new authorizations.

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Taxes    Back to Top )

CWI Medical collects sales tax in the state and county level for New York, California, and Florida.

CWI Medical follows the taxable status of medical equipment and supplies, and Related Items as per New York State.

To submit a tax exemption certificate or resale certificate, please contact us for further instruction.

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