American Breast Care Customer Service — Expert Guide

Overview and what to expect

American Breast Care (ABC) products serve patients and post-surgical customers who require prostheses, mastectomy bras and specialty garments. Customer service for this category is both clinical and retail: representatives must manage sizing and fit questions, handle returns and warranties, and support insurance reimbursement. Expect a mix of clinical triage (fitting and product selection) and transactional work (orders, shipping, returns).

Industry norms shape what ABC customers typically encounter: email response targets of 24–48 hours, phone channels open Monday–Friday with extended weekend support for order issues, and documented return windows commonly between 30 and 90 days. Clear documentation and quick triage are essential because delays affect clinical outcomes and customer confidence.

Primary contact channels and typical service levels

A well-structured customer service program uses at least four channels: phone (live agents), email, live chat, and a web-based returns portal. Typical service-level agreements (SLAs) in this space aim for an average speed of answer under 3 minutes during peak hours, email replies within 24–48 hours, and chat responses under 60 seconds. After-hours inquiries are usually queued for next-business-day handling unless emergency clinical escalation is available.

When you contact ABC customer service, have an order number, product SKU, purchase date and—if relevant—your insurance information ready. For faster resolution insist on a written case number or ticket ID and note the representative’s name and time of the call. That single identifier dramatically reduces follow-up friction when tracking returns, exchanges or warranty claims.

Ordering, pricing and shipping practicalities

Product pricing in this category varies with material and customization. Expect low-end foam or fabric prostheses from roughly $45–$95, standard silicone prostheses in the $120–$350 range, and fully custom prostheses that can reach $500–$1,200 depending on color-matching and sculpting services. Mastectomy bras and specialty garments commonly range $30–$120. Many dealers and manufacturers offer bundled pricing for bilateral fittings or post-surgical kits.

Shipping policies typically include options for standard (2–7 business days), expedited (1–3 business days) and international (2–4 weeks). Trackable shipping is recommended for returns and warranty shipments. If using insurance, retain shipment receipts and tracking numbers: insurers and Medicare often require proof of delivery when processing reimbursement claims.

Returns, warranties and insurance support

Return windows often span 30–90 days, with more generous periods for items unused and in original packaging. Warranties on prostheses commonly cover manufacturing defects for 12–24 months; wear-and-tear exclusions are normal. Claim procedures usually require photos, the original order number and a completed warranty form; approvals can take 7–21 business days after submission.

Insurance coverage for external breast prostheses exists under Medicare and most private plans; reimbursement amounts and allowed frequency vary. Many providers cover at least one prosthesis every 2–5 years or after a qualifying surgery. Customer service should provide the necessary codes, itemized invoices and supplier statements for claims—having those documents prepared in advance speeds reimbursement.

Fitting, clinical support and in-person services

Effective customer service coordinates with certified fitters and credentialed clinicians. In-person fittings at a certified boutique usually last 45–90 minutes and include measurement, trial of multiple models and documentation of the chosen solution. Tele-fit sessions (video or photo-based) are increasingly common and usually require a recent photograph, exact measurements and a follow-up shipment window of 7–14 days for trial pieces.

Clinical support should include guidance on post-operative swelling (when to size up/down), skin care recommendations and product care instructions (silicone prostheses typically require minimal soap and water cleaning; specialized adhesives and bra pockets change usage patterns). Ask for written care instructions and a replacement cadence based on material to maximize product longevity.

Complaints, escalation and quality assurance

Good customer service tracks complaints in a case-management system and escalates unresolved issues within 48–72 hours. Metrics used to govern quality include first-call resolution (FCR) targets of 70–85%, customer satisfaction (CSAT) scores above 85%, and average handle time (AHT) norms that balance thorough clinical counseling with efficiency (commonly 6–12 minutes per call).

If you need to escalate, request a supervisor, ask for a written escalation matrix or case plan with milestones and timeframes, and insist on a final resolution note. Keep copies of every exchange; documented escalation timelines significantly increase the chance of timely refunds, replacements or corrective actions.

Actionable checklist: documents and data to have ready

• Order number, SKU/product name, purchase date and place of purchase (online retailer or store).
• Photographs of the product (close-ups of defect areas) and of fit issues when applicable.
• Insurance card copy, physician prescription (if required), and ICD/CPT or supplier codes if pursuing reimbursement.
• Shipping receipts and tracking numbers for returns; a written ticket/case number from customer service for any open claim.

Escalation timeline you can expect (practical)

• Initial contact & ticket creation: same day. Ask for ticket ID.
• Documentation submission period: 3–7 business days (photos, forms, receipts).
• Review and decision: 7–21 business days after complete submission. Request interim updates every 5 business days.
• Replacement/refund processing: once approved, expect 5–14 business days depending on shipping method and payment type.