Customer Support
Orders
How do I order a Dexcom One transmitter?
If you currently receive your Dexcom One on the NHS from your pharmacy you will need to obtain a prescription for both your sensors and transmitter.
I have misplaced my user manual, can I order another one?
You can download a copy of our user manual free of charge.
How much Dexcom product can I purchase at once?
For safety reasons, the Dexcom Store limits how much of each item can be ordered at a time*.
Can I cancel my order?
Orders may be cancelled only if they have not yet been processed. To cancel an order, please contact Customer Service on 0800 031 5761 or [email protected] as soon as possible.
NHS
I am funded for the Dexcom G6, why am I being asked to pay for my supplies?
Currently the Dexcom Store is only available to self-funded customers. If you wish to place an order for funded supplies please contact our Customer Services team on 0800 031 5761.
What are the guidelines for NHS funding for Dexcom?
Speak to your Diabetes Healthcare Team about local funding criteria for Dexcom G6.
Payment & Subscription
Why can’t I select an 11-month subscription contract for Dexcom G6?
The 11-month subscription contract is only available to those who have purchased the Dexcom G6 Starter Kit within the last 50 days.
How long does it take to receive my invoice?
Invoices are released within 24 hours of your order being shipped.
My payment is not going through. What should I do?
You can try a different card, or contact the card issuer.
Can I remove cards from my account?
Yes, you can remove cards you no longer wish to use. Log in to your Account and go to the Payments section. Simply click the "X" next to the card you wish to remove.
Account
How do I change the email address I use to login to my account?
To change the email address associated with your Dexcom Store account, log in to your account. Click on "Edit" in the Profile box.
Why am I being asked to register an account to place an order?
Because Dexcom is a medical device, we ask that all customers register to buy products from us, to help ensure that products end up in the right hands.
I'm trying to log in, but I'm being told my email or password is invalid. What do I do?
First, check to make sure the spelling of your email is correct. If it is, try resetting your password.
I created an account, but it doesn't show my order history. What do I do?
If you have placed orders in the past but they aren't visible in your order history, please contact Customer Service on 0800 031 5761 or [email protected]. and they will get you sorted.
Delivery & Returns
Where is product shipped from?
Product is shipped from Dexcom's Distribution Centre in Accrington, UK.
I placed an order, but I don't see tracking information.
Tracking information is typically made available by your courier within 24 hours of the delivery date.
Can I add more than one shipping address on my account?
Yes, you can add as many shipping addresses as you like. You can add a new address as you proceed through checkout, or through the Address Book section of your Account.
I'm having an issue while using my product(s). Who do I contact?
For technical support, please contact us on 0800 031 5763. For product troubleshooting or replacement enquiries, please complete a Product Support Request.