Patient SuccessEvery patient deserves compassionate, attentive customer service. That's why our friendly, highly-trained, US-based customer service team is available via chat, phone, email and social media every day of the week, including from noon - midnight (ET) on Saturdays and Sundays. We are here to help you succeed, not simply to sell you a device - we believe that's how healthcare should be.
Customer Service Hours
|Monday - Friday||10:00AM - Midnight EST|
|Saturday - Sunday||Noon - Midnight EST|
Returning Your Device
To initiate a return for a refund, please enter your email to receive instructions:
Unless otherwise noted in the description of the device you purchased, you may return it for a refund within 30 days of receipt (Details). The device is effective for most patients within the first two weeks of daily use, but some customers may require three or four weeks to experience results. If you need a few extra days - or even a couple of extra weeks - just call us or email us and we will gladly extend the refund period.
Repairing Your Device
If you are having difficulty using your device, please read the troubleshooting section of the instructional manual, where you will find solutions for the most common problems. If you still need help, please call us at 800.692.4380. If we cannot solve your problem over the phone, we will repair or replace your device at no charge, so long as it is still under warranty. You will be responsible for shipping your device to us.
Flexible Spending Account
If you have a health plan through a job, you can use a Flexible Spending Account (FSA) to pay for the Fisher Wallace Stimulator® with pre-tax dollars.
Fisher Wallace Laboratories is not in network with private insurance companies, however many private insurance companies, such as Aetna, United Healthcare and Blue Cross, often reimburse patients for the purchase of a Fisher Wallace Stimulator® (but will not pay upfront) if the patient has a durable medical equipment benefit and his/her regular doctor provides a letter of medical necessity. Often, insurance companies will deny the claim at first, and then accept the claim once the patient contests the initial denial.
Patients who encounter difficulty receiving insurance approval may enhance their claim by submitting a letter from their doctor that describes the necessity of the device. You may download a template of this letter by clicking here . Your regular doctor will need to edit the template to reflect your particular situation. The letter should be signed by your regulator doctor and printed on the doctor's professional stationary.
Medicare and Medicaid
Medicaid in Maine (MaineCare) fully covers the purchase of the device, but so far is the only state Medicaid program to do so (visit our MaineCare site here). We offer a $100 discount to Medicaid and Medicare recipients, as well as members of military and first responder families, and patients with disabilities.
Tricare for Life
TRICARE For Life will now cover our medical device in full if it is first rejected by Medicare. The device is covered for any veteran -- or immediate family member of a veteran -- who is either (1) retired from the armed services and over 65 or (2) on permanent disability and under 65.
Use the Medical Code: E1399 NU and the Provider Number: 1497045215, both of which are required for submission. Submit your claim directly to TRICARE For Life.
Before we can ship your device, a licensed healthcare provider must authorize your purchase. Please choose one of the following options: