What to Do When Pediatric Medical Equipment Arrives Broken or Wrong: A Parent's Action Guide

You waited weeks for your child's equipment to arrive, and now the box is open and something is wrong. Maybe the device is cracked, a part is missing, the settings look off, or it's simply not what the order said. Take a breath — this happens more often than you'd think, and it is fixable. What matters most is slowing down for a few minutes to document the problem clearly before you do anything else. Good documentation is what turns a frustrating phone call into a fast replacement.

This guide walks you through the practical steps so your child isn't left waiting any longer than necessary. None of this is medical advice — it's about organizing, reporting, and following up so the right people can act.

First: Don't use it, and don't throw anything away

If equipment looks damaged or doesn't match what was ordered, set it aside and keep everything exactly as it came — the device, every part, the packaging, the packing slip, and any shipping labels. Do not use a device that appears broken or incorrect, and never adjust medical settings yourself; that's a conversation for your child's licensed provider or the supplier's clinical team. Keeping the item intact protects your ability to return it and gives the supplier what they need to verify the error.

Document the problem while it's fresh

Before you call, gather a quick record. A few clear photos and notes save enormous time later. Try to capture:

• Photos of the damage or the wrong item, including serial or model numbers
• The packing slip and the original order or prescription details, so you can show what was supposed to arrive
• The delivery date and how it arrived (shipped, hand-delivered by a tech)
• A short written note of exactly what's wrong — "wrong size mask," "cracked housing," "missing power cord"

Having this ready means you only have to tell the story once, and you'll have proof if there's any dispute.

Who do I call first when pediatric DME arrives broken or wrong?

Call the durable medical equipment (DME) supplier or home medical company that delivered it — their name and number are on the packing slip or box. They are the ones who can authorize a return, repair, or replacement. When you reach them, give the order number, describe the issue plainly, and ask three specific questions: How quickly can a correct or working unit be delivered? Is there a loaner available in the meantime? And what's the reference or ticket number for this report? Write that ticket number down — it's your tracking thread for every follow-up.

When equipment is essential and you can't wait

If the item is something your child relies on daily, make sure the supplier understands that clearly and ask directly about an expedited replacement or a temporary loaner. If the problem leaves your child without something they genuinely need to stay safe, contact your child's prescribing provider's office so they're aware and can weigh in on urgency. For anything that feels like a medical emergency, call 911 or your local emergency number — a supply problem should never delay emergency care.

What if the supplier says the item is correct but it doesn't fit or work for my child?

Sometimes the equipment matches the order, but it still isn't right for your child. In that case, the issue may be the original order rather than the shipment. Report what you're seeing to your child's prescribing provider, who can review whether a different model, size, or specification is needed and submit an updated order. Keep notes on exactly how it doesn't work so the provider has concrete details. The supplier generally can't change what was prescribed, so the fix usually starts with the ordering clinician.

Keep a simple follow-up trail

Every time you talk to someone, jot down the date, who you spoke with, the ticket number, and what they promised. If a replacement is scheduled, confirm the delivery window in writing (email or portal message) when you can. If a promised date passes, call back and reference your ticket number. Persistence with a paper trail is what gets these resolved.

Sorting out broken or incorrect equipment on top of everything else you carry is exhausting. At ClearPath Pediatrics, our RN care navigators help families organize this kind of back-and-forth — tracking tickets, lining up the right documentation, and keeping suppliers and providers on the same page — so you're not chasing it alone. If you'd like a hand, we're here when you're ready.