When a customer finds what they want in her store — that’s the moment Amber Hughes lives for.

“When customers leave here, they’re happy,” said Hughes, owner of Discreet Supplies LLC in Kennewick. “They come in, they’re down in the dumps. But they leave here happy.”

That’s what Discreet Supplies can do — offer solutions to problems.

“We’ve got something for everybody here,” she said. “People come in for a lot of items.”

Discreet Supplies deals in durable medical equipment, and is a woman-owned and woman-run company.

The company supplies in-home medical supplies and equipment to people in the Tri-Cities, outlying areas and throughout Oregon and Washington.

Hughes and her company work with customers, their doctors, and their insurance companies to find the right items.

Customers can either pick up their items in the store, or have them shipped to their homes in discreet, unmarked boxes.

Among the items that Hughes and her company can supply are ambulatory aids, like walkers or canes; bathroom equipment, from toilet risers to sitz baths to safety rails; braces; catheter products; compression garments; diabetic shoes; myriad hygiene products; incontinent supplies; and nebulizers, among other items.

Lymphedema garments and diabetic shoes are the most popular items sold in the store. Medicare began paying for lymphedema compression treatment items for Medicare Part B patients this year.

Getting started

Hughes has been in the business since January 2009, when she started working for In-Home Medical in Pasco.

“But in June of 2021, the owner of In-Home Medical was retiring and sold the business,” Hughes said. “My options were to go with a competitor or start my own business.”

She chose the latter and kick-started Discreet the following month.

At times, she says regrets the name of the company.

After all, items arriving at your home in discreet packages might give people the wrong idea.

“I had a customer show up one morning in pajamas, looked around and said, ‘Hmmm, this isn’t what I thought it was,’” she said.

But that may be the only problem Hughes has had. Her business has been booming.

Located at Marineland Village in Kennewick, Hughes had planned to occupy one suite, but when she found out the neighbors next door were moving out, she grabbed that one, too.

Expansion has happened in not only products, but employees.

“In 2021, we had three employees,” she said. “In 2024, we’re up to six, and we’re possibly looking for more.”

The store’s focus has been customer service.

“A lot of people were big for ordering online. But now, you can go right down the road to us,” Hughes said. “I carry a product when other companies quit carrying that product.”

The store offers shipping, if that’s what the customer wants.

“We ship products to 500 different patients in Washington and Oregon each month. Those packages come to their homes in discreet boxes,” Hughes said.

As a mom-and-pop store without a national advertising budget, Hughes must use word of mouth and attend senior shows.

“I really like (the senior shows) because you see a lot of people who don’t know about the products we carry,” she said. “We have had a lot of people who come into the senior shows, then come to us.”

Hughes said she must also stay on top of the latest news and products in the industry.

“I research a couple hours a week,” Hughes said. “You have to definitely watch everything. Insurance changes every six months it seems. I’m researching constantly.”

Diabetic shoes are a great example.

For years, diabetic patients were forced to wear unattractive shoes, but Hughes said they now make athletic, sleek shoes.

It’s the same with lymphedema garments.

As soon as she saw Medicare would start covering the garments, Hughes expanded her supply.

Speaking of expansion, Hughes hopes to open a new store within the next five years in Moses Lake.

As long as people need help with durable medical equipment, Hughes and her store stand ready to assist.

“We’re helping people,” she said.

Discreet Supplies LLC: 5215 W. Clearwater Ave., Kennewick, Suite 106; 509-491-3266; Discreetsupplies.net.