Menu

Support

Welcome to shiftMD – Without leaving the App, a dedicated support team is available to answer any questions you may have about the products or the App. We’re here to help so please review our FAQs below or contact us directly at support@shiftmd.com.

FAQs

Please review our FAQs where you’ll find most of the answers to everyday questions. If you don’t find what you’re looking for, please contact us directly and we’ll be happy to help.

    General App Questions

  • What are the different user types?

    Definition of users:

    Master Account:
    An HCP who will send out recommendations to their patients. This HCP is the main account owner of the shiftMD app with special privileges and controls.

    • Under a Single Premium Account setup, the Master Account is allowed to create 2 Users to help them send orders.
    • Under a Group Premium Account, the Master is allowed to create 20 Sub Accounts and 20 Users.

    Sub Account:
    An HCP who will send out recommendations to their own patients and is created by the master account under a Premium Group Setup. Sub Accounts are allowed to create other Users to assist them.

    User Account:
    Any supporting staff to the HCP’s who will send out orders on behalf of the HCP’s they are linked to. Users are allowed to generate profits but are not allowed to create accounts.

    Feel free to reach out to the Inside Team to help clarify and to help with any setup scenario at Support@shiftMD.com

  • How many users can I set up on my account?

    Freemium Accounts have no additional users or sub-users.

    Premium Single Accounts can only add 1 user.

    Premium Group Accounts can add 20 users and 20 sub-users.

    If you have any questions, comments or need help with any setup scenario, please feel free to reach out to our Inside Sales Team at: Support@shiftMD.com

  • What is the difference between Freemium and Premium?

    FREEMIUM:

    • Freemium is for users who wish to continue using shiftMD to recommend products, but do not wish to pay for the service or generate revenue. With this option, there will be no charge and no change to your current usage.

    PREMIUM:

    • Premium is the shiftMD paid service platform. With Premium, users have the option to operate as a group/practice or as an individual user.
      • $9.99 / Month: For individual accounts, users will need to add a payment method and can have (1) additional users on their account.
      • $29.99 / Month: For groups, only the master account will be required to add a payment method to be charged on a monthly basis and can have up to (20) users on their account.

    Definition of users:

    Master Account– An HCP who will send out recommendations to their patients. Is the main account owner of the shiftMD app.

    • Under a Single Premium Account setup, the Master Account Is allowed to create 2 Users to help them send orders.
    • Under a Group Premium Account, the Master is allowed to create 20 Sub Accounts and 20 Users.

    Sub Account – An HCP who will send out recommendations to their own patients and is created by the master account under a Premium Group Setup. Sub Accounts are allowed to create other Users to assist them.

    User Account – Any supporting staff to the HCP’s who will send out orders on behalf of the HCP’s they are linked to. Users are allowed to generate profits but are not allowed to create accounts.

  • What is the difference between Premium Group and Premium Single?

    PREMIUM:

    • Premium is the shiftMD paid service platform whereby healthcare providers can profit from the sale of the product(s) recommended.

    With Premium, users have the option to operate as a Premium Group or Premium Single / Individual users.

    • $9.99 / Month: For individual accounts, users will need to add a payment method and can have (1) additional users on their account.
    • $29.99 / Month: For groups, only the master account will be required to add a payment method to be charged on a monthly basis and can have up to (20) users on their account.
  • What does "DOT" or Duration of Therapy mean?

    Duration of Therapy or “DOT” is an auto-ship program set by the Healthcare Provider “HCP” that establishes the time, in months, that they would like their patient to take this particular product for.

    Typically, the “DOT” is calculated in months, so for instance; if an HCP sets a DOT of (12) for a Prenatal Vitamin, the patient will receive the product once a month with free shipping for (12) consecutive months. Once the 12th shipment has been sent the DOT has been completed and no more products will be sent thereafter.

    If the patient should want to continue to receive the product after their DOT has been completed, they can either call or go on their account page to reorder.

  • Can I add my own products to the store?

    No, shiftMD is a closed marketplace with products that are carefully curated. If you would like to submit a product that is not currently on the platform for review, please contact help@shiftmd.com or send a message through the shiftMD App via “Contact Us”.

    We very much welcome your input as we are always trying to include the best products in women’s healthcare.

  • Store Questions

  • My patient wants to return a product, who do they contact?

    Your patient can contact:

    shiftMD Customer Support

    1-844-826-4768

    help@shiftMD.com

  • What does money back guarantee mean?

    If your patient is not 100% satisfied with the product you recommended, he or she can return the product for a full refund.

    Below is our return policy.

    • Items may be returned or exchanged for any reason.  Send the item(s) back to us within 30 days of receipt, and we will refund your purchase price, less the original shipping cost.  The customer will be responsible for the cost of shipping items back to us.  However, if you return an item because it has a defect, or if an error was made on our part, include a copy of the shipping receipt with your package in order to refund your shipping costs.
    • If the items purchased exceed a 30-day supply, you must return the unused items in order to receive a full refund.
    • Exchanging unopened items: If the new item costs more than the original purchased item, the customer will be responsible for the difference.  If the new item, costs less than the original purchased item, we will refund you the difference

    Return Shipping Instructions:

    • Place the item(s) you are returning in sturdy packaging and make sure they fit securely.
    • Make a copy of the receipt that came with your original order, highlight or circle the item(s) you are returning, clearly indicate whether you want a refund or an exchange, and place the copy of the receipt in the box along with the item(s).
  • How long does it take to ship an order?

    • Online or phone orders placed Monday – Friday by 1:00 p.m. (EST) will be processed for shipment that day, pending verification of billing and shipping information.
    • Orders placed after 1:00 p.m. (EST) will be processed for shipment the next business day.
    • Orders placed online Saturday and Sunday will be processed for shipment on Monday.
    • In the event Monday is a holiday, i.e. Labor Day, the order will be processed the following Tuesday.
    • To place orders by phone, Customer Service hours are Monday thru Friday 9am – 5pm (EST).
    • All orders are shipped via USPS.
    • Standard delivery time is 5 – 7 business days, depending on location.
    • For faster processing and delivery, we also offer expedited shipping services upon request, at an additional charge.

    Additional Information Regarding Your Shipment:

    • Please note that refunds will not be issued for any order that is refused or abandoned by intended recipient or orders that cannot be delivered due to address error.
    • All orders will be shipped with a verified USPS tracking number for online tracking and delivery confirmation.
    • Reship orders (replacing undelivered/lost items) will ship UPS Signature Required, which costs the Customer will be responsible for.
    • Customer Service MUST be notified of any damaged or missing items within 3 days of receipt.
    • APO Addresses will be shipped via USPS**Unless an upgraded shipping service was selected at checkout
    • WE CURRENTLY ONLY SHIP TO THE U.S. OUR 30-DAY MONEY BACK GUARANTEE
    • Your complete satisfaction is our goal. We proudly stand behind the quality of our products, and if for any reason you are not satisfied with your purchase within 30 days of receipt, we will gladly refund the cost of the merchandise, less shipping.

    CUSTOMER SERVICE:

  • If my patient has an adverse event, who do they contact?

    They should stop utilizing the product and contact their healthcare provider or emergency services immediately depending on the severity and cause of the event.

    We will also want to share their experience with the manufacturer of the product, as each has very specific procedures when addressing adverse events.

    Your patient can contact:

    shiftMD Customer Support

    1-844-826-4768

    help@shiftMD.com

    If necessary, we will gladly refund the patient their money for the purchase of the product.

  • Legal

  • Is shiftMD a HIPAA Business Associate?

    Yes.  As a practitioner, you deal with sensitive patient information and privacy concerns on a daily basis. We, too, have a legal responsibility to protect and secure the data we collect on shiftMD under the HIPAA and HITECH legislation as a “Business Associate” of the practitioners who use our platform.  We will sign our “Business Associate Agreement.”

    Our entire team is trained on their responsibility to follow our internal policies in implementing HIPAA compliance. We’ve implemented several technical safeguards to protect Electronic Protected Health Information and other pertinent data on shiftMD. This includes SSL encryption, secure data handling, data redaction, destruction policies and personal identification procedures for releasing data.

    If you have questions, please feel free to contact us and our HIPAA Compliance Officer will gladly field your questions.

  • Does shiftMD have to report to CMS any transfers of value under the Sunshine Law?

    No.  The federal Sunshine Law requires certain drug and device manufacturers to publicly report certain transfers of value to physicians and teaching hospitals.   shiftMD is not the manufacturer of any FDA-approved prescription drugs reimbursed under Medicare or Medicaid.  Therefore, shiftMD is not required to make reports under the Sunshine Law.

     Of course, none of this matters since shiftMD is not the manufacturer of any FDA-approved prescription drugs reimbursed under Medicare or Medicaid and is not making the kinds of transfers of value that are reportable under Sunshine.

  • Is it ethical to sell these non-prescription healthcare products to my patients?

    – by pressing either of the two links above, you will leave this area and go the respective sites.

    “[When] medically indicated products are not covered by insurance, direct-to-patient sales may be permissible. When offering the sale of medical goods or services to patients in the clinical setting, obstetrician-gynecologists should ensure the following:

    First, the offered product should be clinically indicated and its use should be consistent with current medical practice.

    Second, if access to equally effective alternative products exists, obstetrician-gynecologists should not restrict patients’ access to alternatives or misleadingly imply that products sold in the office are the best or only available treatment options.

    Third, obstetrician-gynecologists should not coercively suggest that continued care is contingent upon purchasing medical products directly from the physician or the clinic.

    Finally, the selling price of all products should not exceed the fair market value. If these safeguards are not in place, the therapeutic focus of the patient-physician relationship may be significantly weakened.”

    shiftMD agrees completely!

  • Is my data secure?

    shiftMD uses a 128-bit SSL certificate to keep your information secure – the same level of encryption used by large banks around the world. You and your patient’s information are private and secure.

  • Is my patient’s data secure?

    shiftMD uses a 128-bit SSL certificate to keep your information secure – the same level of encryption used by large banks around the world. You and your patient’s information are private and secure.

  • Account Details

  • How many devices can I install the app on?

    You can install the app on up to 3 devices.

  • Is my personal information shared with anyone other than shiftMD?

    shiftMD does not share your information with any third party companies.

  • Payout & Payments

  • How do I declare the supplement income?

    Once a user/account reaches $600 or above in distributions for the calendar year, shiftMD will supply each relevant user/account with a Form 1099-MISC – as in miscellaneous income.  We will also send this form to the IRS to report the income earned.  We will send out 1099 forms by the end of January that state the dollar amount earned so you can include with your normal tax reporting.

    You will always be able to track payments earned/received right on your App throughout the year, by simply going to “My Account” and then to “Payouts”.

  • When do I receive my payout?

    Paid Premium Accounts have two options on how to automatically receive monthly profits; PayPal and Direct Bank Deposit. shiftMD processes payouts monthly on or before the 15th day for the previous month’s profits.

    Check Payouts:
    Paid Premium Accounts who do not wish to utilize either of the methods above will be mailed a check. shiftMD processes check payouts quarterly on or before the 15th day after the quarter end.

    Beginning of Earning Period – End of Earning Period: Distribution Date:
    January 1st – March 31st: April 15th
    April 1st – June 30th: July 15th
    July 1st – September 30th: October 15th
    October 1st – December 31st: January 15th

  • Can I pay my membership fee using the profits from my store?

    Unfortunately, membership fees of either Premium Group or Premium Individual have to be collected separately.

  • Shipping

  • Do you ship to Canada?

    We’re sorry, at this time we do not ship to Canada. We ship to US & PR only.

  • Do you offer overnight shipping?

    Yes, please contact us via email, chat or phone for a quote for overnight shipping to your address.

  • Shipping Policy

    • Online or phone orders placed Monday – Friday by 1:00 p.m. (EST) will be processed for shipment that day, pending verification of billing and shipping information.
    • Orders placed after 1:00 p.m. (EST) will be processed for shipment the next business day.
    • Orders placed online Saturday and Sunday will be processed for shipment on Monday.
    • In the event Monday is a holiday, i.e. Labor Day, the order will be processed the following Tuesday.
    • To place orders by phone, Customer Service hours are Monday thru Friday 9am – 5pm (EST).
    • All orders are shipped via USPS.
    • Standard delivery time is 5 – 7 business days, depending on location.
    • For faster processing and delivery, we also offer expedited shipping services upon request, at an additional charge.

    ADDITIONAL INFORMATION REGARDING YOUR SHIPMENT:

    • Please note that refunds will not be issued for any order that is refused or abandoned by intended recipient or orders that cannot be delivered due to address error.
    • All orders will be shipped with a verified USPS tracking number for online tracking and delivery confirmation.
    • Reship orders (replacing undelivered/lost items) will ship UPS Signature Required, which costs the Customer will be responsible for.
    • Customer Service MUST be notified of any damaged or missing items within 3 days of receipt.
    • APO Addresses will be shipped via USPS**Unless an upgraded shipping service was selected at checkout

    WE CURRENTLY ONLY SHIP TO THE U.S.

    OUR 30-DAY MONEY BACK GUARANTEE

    Your complete satisfaction is our goal. We proudly stand behind the quality of our products, and if for any reason you are not satisfied with your purchase within 30 days of receipt, we will gladly refund the cost of the merchandise, less shipping.