Written and maintained by CASRAI Editorial Board
Last updated
Short answer
For home delivery of medical supplies billed to Medicare, the supplier, not the carrier, is responsible for the delivery and must keep proof of it. When a shipping service or mail order is used, the supplier’s own shipping record has to be linked to the carrier’s record, and the file is kept for 7 years from the date of service. These rules cover Medicare-covered DMEPOS items; they do not describe every medical supplies home delivery service. This page is general information, not medical or billing advice.
What home delivery of medical supplies covers
“Home delivered medical supplies”, “mail order medical supplies” and “medical supplies by mail” describe the same transaction: a supplier sends items to a person’s address instead of handing them over in a store or clinic. For items paid by Medicare, that transaction is regulated as delivery of durable medical equipment, prosthetics, orthotics and supplies (DMEPOS). The two documents that matter are the supplier standards in 42 CFR 424.57 and the proof-of-delivery guidance a Medicare contractor publishes for suppliers. The 42 CFR 424.57 text does not use the term “mail order”; its duties apply to delivery generally. Our guide to DMEPOS supplier standards covers the supplier standards; this page follows only the ones that a delivery touches.
Clinics and labs that order from a delivering supplier for their own use sit outside that Medicare framework, but the same documentation questions are a reasonable way to compare suppliers. For the separate question of a supplier shipping direct to a customer on a reseller’s behalf, see drop shipping medical supplies.
How a delivered order is documented
The Medicare contractor Noridian (Jurisdiction A DME) describes three delivery methods: direct delivery by the supplier, delivery through a shipping or delivery service, and delivery to a nursing facility. Whichever is used, the contractor must be able to tell that the items delivered are the items billed and that a specific beneficiary received them (Noridian, “Proof of Delivery”, page last updated June 30, 2026, checked November 1, 2026).
Delivery by shipping service or mail order
The proof of delivery must be a complete record that tracks the items from the supplier to the beneficiary. An acceptable example is the supplier’s own detailed shipping invoice together with the delivery service’s tracking information, linked “by some clear method” such as the delivery service’s package identification number or the supplier’s invoice number. The record must include the beneficiary’s name, the delivery address, the linking identifier, a description of the items, the quantity delivered, the date delivered and evidence of delivery.
Date of service for shipped items
For shipped or mailed items the supplier may use either the shipping date or the delivery date as the date of service on the claim. Shipping date is defined as the date the shipping label is created or the item is retrieved by the shipping service, and the two dates “should not demonstrate significant variation”. When the supplier delivers directly, the date the beneficiary received the item must be the date of service, and a signed and dated delivery document is required.
Retention
Proof-of-delivery and claims documentation must be kept in the supplier’s files for 7 years starting from the date of service. Services without appropriate proof of delivery are denied and overpayments requested, according to the same page.
What a supplier must do under 42 CFR 424.57(c)
| Delivery topic | What the regulation says | Paragraph |
|---|---|---|
| Responsibility for delivery | The supplier must be responsible for delivering covered items and maintain proof of delivery. | (c)(12) |
| Instructions for use | The supplier must document that it or another qualified party gave the beneficiary the necessary information and instructions on using covered items safely and effectively. | (c)(12) |
| Telephone contact | No telephone contact when supplying a covered item unless the person gave written permission, the call coordinates delivery of an item already furnished, or the supplier furnished at least one covered item in the preceding 15 months. | (c)(11) |
| Questions and complaints | The supplier must answer questions and respond to complaints about items sold or rented, and keep documentation of those contacts. | (c)(13) |
| Returns | The supplier must accept returns of substandard items, meaning items of less than full quality or unsuitable for the beneficiary when fitted and rented or sold. | (c)(15) |
Source: 42 CFR 424.57(c), eCFR, checked November 1, 2026.
Questions to put to a delivering supplier
Each item below is the buyer-side mirror of a documented rule above. It is a documentation checklist, not a ranking of suppliers.
- Which identifier ties your invoice to the carrier’s tracking record (package ID or invoice number)?
- Does your delivery record show the name, address, item description, quantity, date delivered and evidence of delivery?
- Which date do you treat as the date of service for shipped items, shipping or delivery?
- How long do you keep delivery and claims records?
- Who gives usage instructions and how is that recorded?
- How are questions, complaints and returns of substandard items handled?
For wider vendor paperwork, see vendor onboarding documentation for medical supply purchases, reading a vendor’s return and restocking policy and DMEPOS accreditation. If your delivery runs through a courier, see medical courier company.
Common misunderstandings
- “A tracking number is the proof of delivery.” Per the contractor, tracking information is one half of an example; the supplier’s own detailed invoice must be linked to it.
- “These rules apply to every medical supply sale.” They govern Medicare-covered DMEPOS suppliers. Other payers and cash sales follow their own terms.
- “Shipping date and delivery date are interchangeable at will.” Both are allowed for shipped items, but the dates should not differ significantly.
- “The signature is optional for any delivery.” A signed and dated delivery document is the requirement for direct delivery by the supplier; shipped items use the tracking-based record instead.
FAQ
Is mail order of medical supplies covered by the same rules as home delivery?
For Medicare-covered items, yes in practice: the contractor guidance treats “shipping service or mail order” as one delivery method with the same proof-of-delivery requirements.
Can a supplier call me about a delivery?
Under 42 CFR 424.57(c)(11) a Medicare supplier may phone to coordinate delivery of an item already furnished, or with written permission, or if it supplied you a covered item in the preceding 15 months.
How long must a supplier keep delivery records?
Seven years from the date of service, according to Noridian’s proof-of-delivery page.
Where do medical supplies delivered to a hospital or nursing facility fit?
Noridian lists a separate nursing-facility method and an exception for items delivered in anticipation of a hospital or nursing facility discharge, which use the discharge date. Read that page for the conditions.
Sources
- eCFR, 42 CFR 424.57, Special payment rules for items furnished by DMEPOS suppliers, checked November 1, 2026.
- Noridian Healthcare Solutions, JA DME, Proof of Delivery, last updated June 30, 2026, checked November 1, 2026.
