Frequently Asked Questions

Please note that we are currently working on providing you with a wide variety of frequently asked questions. This page is new and will be updated frequently. Thank you.

Table of Contents

General Website FAQ

Diabetic Products FAQ


General Website FAQ

  1. Why can’t I edit my reorder reminder under ‘My Account’?
    Editing reminders before your scheduled reorder date in our database is restricted to all users due to insurance policies. If you need a reminder changed, feel free to contact us at customerservice@henryfordhealthproducts.com. We will be happy to change it after reviewing your information.

  2. How can I change my password?
    You can change your password by logging in using your current password and then clicking ‘Account Info’ at the top of the screen, by the Henry Ford logo. Go down to the ‘Password’ text field, enter your new password, and then click the grey ‘Update your information’ button at the bottom of the page. All of your information can be edited on this screen.

  3. Why should I order online? I am used to ordering over the phone.
    Ordering online has many benefits. Here are a few of them:
    1. You can order products at any time of the day.
    2. You can take as long as you would like to shop without feeling rushed.
    3. Ordering online can be much faster.
    4. You can order in places where you don’t have access to a telephone.

  4. Is this Health Core? What is the difference?
    We changed our name from Health Core to Henry Ford Health Products in 2007 to reflect that we are and always have been closely associated with the Henry Ford Health System. Therefore, there is no difference.

  5. Do you deliver to P.O. Boxes?
    P.O. Box deliveries are not currently allowed.

  6. I lost my password. Is there any way to retrieve it?
    Yes. Click on the ‘Show Login Form’ at the top of the page and then click ‘Lost Password.’ Enter the email address you use for our site in the text field and click the grey box that says ‘Get Password.’ If you do not have a current online account, then this will not work. A password will be generated for you when you complete your first purchase.

  7. I am trying to place an order with insurance. Why is it asking for my credit card information?
    If this is happening, then you need to go back to your shopping cart and make sure that every item is marked as ‘Credit Card’ and not ‘Insurance.’ Be sure to also click the grey box that says ‘Update Subtotal’ at the bottom of the cart.

  8. What is your medicare policy?
    You must have Medicare Part B and the equipment must be medically necessary for you to be eligible for reimbursement for Durable Medical Equipment (DME). DME must be prescribed to you by your doctor or treating practitioner for use in your home. A hospital or nursing care facility doesn’t qualify as a home but a long-term care facility does. Medicare Part B will reimburse 80 percent of the approved charge; the remaining 20 percent may be covered by a secondary insurance or you personally. We will only bill Medicare for beneficiaries whose permanent address is within the Detroit metropolitan area. If you have any questions regarding your Medicare coverage please call our Customer Support Center at 800-221-7553.

  9. How long does shipping normally take?
    It will normally take 5-7 business days from the time the order is placed to the time the order is received. Shipping times may vary depending on location. If your order is taking longer than expected and we have not contacted you then please let us know.

  10. The order page says that my total is $324.23 (example), but I am paying with insurance. Am I responsible for paying this amount?
    As long as your insurance is valid then you will not be responsible for the total amount. The amount you end up paying will be based on your insurance policy.

Diabetic Products FAQ

Below is a list of frequently asked questions we receive here at Henry Ford Health Products regarding diabetic products. If you are a newly diagnosed diabetic or have any questions about diabetic products then please review this information. If you still cannot find what you’re looking for feel free to contact our helpful diabetic support team at (248) 353-2468, dial 5 for customer support.

  1. How often should I change the batteries on my glucose monitor?
    Batteries on a blood glucose monitor should normally be changed every six (6) months.

  2. Where can I get new batteries for my glucose monitor?
    Some manufacturers will send you free replacement batteries and others won’t. You will need to contact the manufacturer to find out. Batteries can also be purchased at our retail stores.

  3. Why should I use control solution?
    Control solution will ensure that your meter is working properly. It should be used with the very first test with your new monitor. It is also very helpful for checking accuracy when you open a new container of test strips, any incident where the meter has been dropped or put in extreme weather conditions, or anytime you feel a test reading is invalid.

  4. How long is control solution good for?
    Once opened, control solution is normally good for 3 months or 90 days.

  5. Where can I find the manufacturer’s phone number?
    The number is located on the battery compartment of every glucose monitor.

  6. Why is it not a good idea to reuse the same lancet?
    A. Using a lancet involves puncturing the skin. Because of this reusing lancets could cause an infection.
    B. With every use, lancets become duller. The duller the lancets get, the more pain you could potentially feel.
    C. Shards of metal could potentially enter your body which could be very harmful.

  7. Will my test strips become damaged if I leave them outside in hot or cold weather?
    No. It would take a long time for your test strips to be damaged under these conditions. However, it is a good idea to store the strips in room temperature for 24 hours before using them after this happens. Using control solution with your next test is also a good idea.

  8. My test strips are expired. Does that mean I can’t use them?
    Using expired test strips could give you inaccurate readings. To ensure accurate readings not expired test strips must be used.

  9. How often can I get a new glucose monitor through my health insurance plan?
    Most plans will replace your current meter if yours becomes damaged or lost. We recommend that you contact your health insurance plan for more details.

  10. Why should I fill out a warranty card for my glucose monitor?
    Filling out a warranty card will allow you to receive notices on any recalls or upgrades. It is always a good idea to stay updated on your current monitor.

  11. Is my monitor ruined if it gets exposed to water?
    Yes, water will almost always render your monitor unusable. Always take precaution to keep your monitor away from water at all times.

  12. I heard last night about a monitor that doesn’t require any blood. Are there any real products like this?
    No. Every current blood glucose monitor requires a blood sample to operate. Some monitors do offer alternate site testing (i.e. forearm, palm, or thigh), but blood is still required to use them.

  13. Do instructions come with glucose monitors?
    Yes. Every blood glucose monitoring system comes with written instructions and most come with a DVD. The instructional DVDs for the monitors we provide can also be found in the monitor’s product description on this site and on our YouTube channel.

  14. Why is my glucose monitor constantly giving me errors?
    The best thing to do in this situation would be to contact the manufacturer of the monitor.