Privacy policy

Last updated September 17, 2026

Dolphin Mattress Direct rents and sells therapeutic support surfaces across the United States. To do that we need to know who the equipment is for, where it is going, and enough about the person's situation to ship a surface that is safe and appropriate for them. This policy explains what we collect, why we collect it, who sees it, and what you can ask us to do about it.

We have written it in plain language rather than legal boilerplate, because the people reading it are usually arranging equipment for someone they love, often in a hurry.

What we collect

• Contact details: names, phone numbers, email addresses and the delivery address for the person renting, the person the equipment is for, and any family contact.
• Delivery and access details: the shipping address, whether there is a loading dock or stairs, elevator access, and similar facts a freight carrier and setup crew need.
• Equipment details: which system, the dates, the bed frame it has to fit, and the user's approximate weight, because weight capacity determines which surface we may supply.
• Limited health-related details that you or a clinician choose to share because they affect what we ship or how we set it up, such as a hospital discharge date or the surface named in a care plan. We ask people not to send diagnoses or clinical history we do not need.
• Referral details from occupational and physical therapists, wound care nurses, case managers and discharge planners, including their name, role and work contact information.
• Billing information: how the rental or purchase is being paid for, and what is needed to produce receipts and documentation. The forms on this website never ask for payment card numbers.
• Basic website data such as pages visited and device type, if analytics are enabled.

How we use it

• To quote, confirm, ship, set up, service, collect and sanitize equipment.
• To contact you, the equipment user, a family contact or the referring clinician about the order.
• To invoice, and to produce receipts and documentation you may choose to submit to a plan, an HSA or FSA administrator, or an employer.
• To keep records of which equipment went where, and when it was cleaned and inspected.

We do not sell personal information. We do not use health-related details for marketing, and we do not use them to build advertising audiences.

When we share it

Only as needed to fill the order: with the referring clinician or facility who arranged it; with the freight and white-glove delivery providers who transport and install the equipment, who receive only what they need to complete the delivery; with service providers who help run the business, such as payment processing, email and form handling, under confidentiality obligations; and where the law requires it.

We do not bill Medicare, and we do not submit claims to health plans on your behalf. Where you ask us for documentation to support your own claim, we give it to you and you decide what to send and to whom.

Health-related information

Some of what you tell us is health-related, and we treat it as sensitive. We ask for the minimum we need to ship a safe and suitable surface, we limit access to the people who are arranging and servicing your order, and we do not use it for any purpose beyond the ones listed above. If you would rather not put clinical detail in a web form, you do not have to: tell us only that a clinician has specified a surface and we will arrange to take the detail directly from them.

Referrals from clinicians

When a clinician, discharge planner or case manager sends us a request, they confirm that the patient or their authorized representative has agreed to share those details with us. You can contact us at any time to ask what we hold, to correct it, or to ask us to stop using it, subject to records we are required to keep for tax, warranty and product-safety purposes.

How long we keep it, and how we protect it

We keep order, delivery and billing records for as long as they are needed for the order itself and for tax, warranty and product-safety record-keeping, and then dispose of them securely. Access is limited to the people who need it to fulfill and service equipment.

Your choices and your rights

Wherever you live in the United States, you may ask us what personal information we hold about you, ask us to correct it, ask for a copy, or ask us to delete it. Depending on your state, some of these may be legal rights rather than a courtesy, and several states give additional rights over sensitive and health-related information. We apply the same process to every request regardless of which state you are in, and we will not treat you differently for making one.

To make a request, or to ask a question about this policy, contact us:

If you are not satisfied with how we have handled a request, you may be able to raise it with your state's attorney general or consumer protection office.

Children

We supply pediatric and crib surfaces, so some of the people our equipment is for are children. In those cases we deal with a parent, guardian or the clinician arranging care, not with the child. This website is not directed at children and we do not knowingly collect information from them.

Changes to this policy

If we change what we collect or how we use it, we will update this page and the date at the top. Material changes to how we handle health-related information will be described here rather than made quietly.