Return and Shipping Policy

30 Day Return Policy

If you are not 100% satisfied with your product, we offer a 30-day refund with a 10% - 20% restocking fee for most items (see below).

To qualify for a return please note the following:

  • The product must be clean, unused and in its original packaging.
  • Return shipping costs are the responsibility of the customer
  • Return Request must be submitted within 30 days of placing the order.
  • Please keep all packaging for 30 days. All product returns require you to ship items back in their original box. 
  • Customers must have an approved RMA to return to be accepted. See return process below:

Our Return Guide

Item must have an approved RMA number and it needs to be placed on the box(es) to be accepted as a return. If there is no RMA number on the box(es), the item will be refused and returned to the sender and no refund will be provided. RMA can be obtained by clicking on the button below

Return Requests must be properly submitted through our returns center within 30 days of delivery.

There are no returns after 30 days. Items sent to us after 30 days will be refused and returned to the sender.

Your returned item must be in new condition, in original boxes, unused and not damaged, and with all paperwork, parts and accessories. If package is returned in damaged condition, it will be refused and returned to sender.

Standard shipping, expedited shipping and handling costs and other additional charges are non-refundable.

The customer is responsible to pay the return shipping cost, however we are here to help make sure the return postage is as low as possible. Please request a quote for a pre-paid label. Cost of shipping / postage will be deducted from your overall refund. 

Restocking Fees will apply (please see below) Return Postage provided by will be deducted from the refund

Returns may not be sent to our corporate address

Restocking Fee Breakdown

10% Restocking Fee

  • All products excluding items listed below

15% restocking Fee

There is a 15% restocking fee on all:

  • Patient Lifts
  • Scooters
  • Power Chairs
  • Power Wheelchairs
  • Massage Chairs
  • Electronic Items (non vision aids)
  • Lift Chairs & Recliners

20% Restocking Fee

There is a 20% restocking fee on all:

  • Beds and Bed Packages
  • Vision Aids

25% Restocking Fee

There is a 25% restocking fee on all:

  • Dentures* (must be unopened and still sealed in the plastic container. If the plastic is opened, these CAN'T be returned)

Non Returnable Items

We cannot accept returns on the products in these categories:

  • All Parts. Replacement Parts for all Items
  • Mattresses
  • Custom Built Items
  • Wound care
  • Dental and Oral Care Products
  • Cushions (Opened)
  • Incontinence Products
  • Nutritional
  • Bath and Safety products (Opened)
  • PPE Products (All Masks, Wipes and Test Kits)
  • Cleaning Products
  • Personal or Hygiene Products
  • Batteries, Chargers or Electrical Components
  • Used Equipment (Open Box)
  • Exaco Large Green Houses
  • Stair Lifts and Elevators
  • Food or Edibles

Open Box Products - Non Returnable

Open Box Specials are new products that were ordered incorrectly or may have slight imperfections. These Specials are non-returnable and do not include any in-home service. Please let us know if there is an issue within 5 days of receiving the product for any item purchased in the Open Box Deals collection.

Refused Deliveries

If packages are refused at the point of delivery, you will be responsible for the return shipping and restocking fees based on the list above.

White Glove Delivery Policy

How Does White Glove Delivery Work?

The white glove delivery process can vary based on the product ordered. Make sure you pay attention to the white glove delivery process located on the product pages that have white glove available. White Glove Delivery is only available on certain products at checkout.

  • White Glove delivery can sometimes add 10 business days to the delivery of your order
  • Once the order ships, White Glove delivery cannot be removed, and the order cannot be canceled
  • If the item is no longer wanted, return can be arranged by calling for a Return Authorization team. Return shipping and the restocking fee will be assessed. The White Glove charge will stand, and is not eligible for refund

Shipping & Delivery Policy

Processing time - within 1 to 2 Business days* (Excluding Weekends) Many orders are processed same day if purchased before 1 PM PST.

Delivery time:

  • Standard Delivery Times - 2-6 Business days
  •  Expedited Delivery Times - 2-3 Business days
  •  Freight Delivery Times - 3-10 Business days (delivery scheduling is required)

Shipping Method:

Orders will ship utilizing 3 different methods:

  •  Small and Light - First Class or Priority Mail
  • Medium to Large under 100 lbs - Ground Shipping (UPS, FEDEX, Ontrac, USPS, GSO, Other)
  • 100 lbs or more - Freight Carrier (Freight Carrier will vary)

Additional Shipping Information

  • These are subject to change based on the carrier we choses. We do not have control unfortunately of the carrier delays.
  • Business days do not include weekends and there is no weekend delivery for any shipping method.
  • Some items cannot be shipped using Second Day or Next Day due to size, weight, hazardous materials and delivery address. These items will only have Standard Ground or Ship to Store available.
  • Please note that orders could arrive in multiple packages and multiple tracking numbers if more than one item is ordered