We do our best to make shopping on our site a simple process. You can order in five easy ways:
We accept Visa, MasterCard, Discover and American Express credit cards, most bank debit cards, money orders, and cashier's checks. We also take personal checks for payment, but the shipment will be held until the check clears (sorry about this, but after being burned one time too many, we have no choice - "the innocent suffer from the deeds of the few"...). We don't ship COD anymore, for the same reason as personal checks above; there is just nothing like shipping something and then a week later getting a notice from the bank saying that the check we received was written on a closed account....
Shipping and Delivery
Our folks electronically process orders throughout the day to give you the fastest service possible. Many orders are shipped directly from our manufacturer's warehouses. This can be both good and bad; good because this reduces costs to the minimum, saving you money. Not so good sometimes because our manufacturer's, good as their products are, sometimes don't share our "sense of urgency" when shipping is concerned. Most of the major ones, Invacare and Sunrise, for instance, ship within 24 hours. It's not unusual, depending on how close one is to a distribution center, for a customer to order a product one day and receive it the next day, but I wouldn't want to promise that. What we can promise is that we will follow up on your order until you receive it. It is someone's job in our office every day to follow up on all open orders until they are received, and to keep you informed as to the status.
Shipping is always free in the continental U.S. (except for wheelchair parts). We do international shipping to most locations; please email us at email@example.com and we will figure rates, shipping times, etc.
For our very large products (beds and lift chairs, for instance), we offer in-home "White Glove" delivery and setup for a $125.00 additional charge. Some competitors do this on all their orders, adding it into their quoted price. We don't think this is fair, because many customers have relatives, friends, etc that can help unload these items from the truck, saving that expense. The trucking company will advise when the item is to be delivered, and you can make arrangements to have someone there to help. If you don't have anyone available to help, or if you would just rather have the delivery people handle setup for you, you can make that selection at the same time you add the product to the shopping cart. If you see something in these pages that you need this service for, and the option to select delivery is not on the page, just E-Mail or give us a call, and we will take care of it.
The short answer is: whatever the individual manufacturer provides. We have tried to relay the warranty information with each product description; if we have missed one, please call or E-Mail and we will get you the information or fax you a copy of the warranty. Each product will have a warranty card included with the shipment; it is very important to get that filled out and mailed back to the manufacturer. If there is ever a problem with something you purchased from us, please let us know - we want to hear from you so we can help. Many times, we can relay some information on the telephone or E-Mail that can solve the problem.
Our normal warranty on electrical parts (motors, transformers, etc) is six months; this means if the motor burns out within six months of receiving it, we will replace it at no charge (we don't cover the return shipping charge). However, if a part of the motor breaks (plastic connector, clevis mount, spindle nut, etc), that part is not covered by the warranty. Please see below for specific part warranties:
You've seen our "Handshake Guarantee" on our pages; we believe in that. We do feel most folks are honest, and they wouldn't ask us to take something back unless it was really necessary. All we ask is that you treat us like you would want to be treated if you were in our place. The following are our thoughts, and the reasoning behind them.Retail stores have taught a whole generation of consumers that it is OK to buy three sizes and bring two back rather than take the time to try them on in the store. That may get customer satisfaction, but it is very wasteful and costly. If we had the wild markups those stores do, we could do that also. But if we want to keep offering the prices we do (or just to continue to stay in business, for that matter), we can't do that. Please let me emphasize that our goal is not to make money on returns - just not to lose money.
We will accept returns on most products or parts within 30 days of receipt (NOTE: for products that are non-returnable, please see below), as long as they are in unused, original condition, with all original packaging, components, instructions, and warranty materials. In other words, if it can be resold as new, we will take it back. You pay the return shipping charges and our cost of shipping the product to you (if applicable).
We cannot accept returns on merchandise items that have been used, or on repair parts that have been installed. All returns will be closely inspected for use; I have been in the service business a long time (experience is one of the few advantages of getting old...), so please don't send a repair part back to me saying that "it didn't fit" or that it was the "wrong part", and thinking that I won't know if you physically installed it on the chair or bed - believe me, I will know; it is almost impossible to put an electrical part on and it not leave telltale markings on the part. Just plugging in a hand control or transformer to see if that is the problem is OK; what you can't do is put a switch in a hand control, or physically install a motor on a chair without leaving marks on the part; when that is done, it looks like a used part - because it is. "But I only put it on for a minute", you say... On for a minute, on for a week, it doesn't matter - the part will still look used to the next person that gets is...You wouldn't want to receive a part that has been used, so why would you expect us to take one back?
How much will you get back? Well, it depends on what products you have purchased. Nearly all the manufacturers we deal with have restocking fees on returned equipment. At our pricing structure, we simply cannot afford to absorb these fees. But we also won't charge you any more than they charge us. Listed below are the restocking fees we must charge:
Returnable Repair Parts
Since we started business many years ago, we never charged restocking fees on new, uninstalled repair parts returns; we always felt that customers that have a legitimate problem with their lift chairs and hospital beds have enough problems without having to pay so much if they have to return a part they never used. In the past few months, however, our good intentions have been taken advantage of by a few customers who (on purpose or not) seem to be intent on getting something for nothing...Consequently, in certain cases listed below, we must now charge a small restocking charge to recover our expenses on certain transactions listed below:
We could do like most of our competitors and simply refuse to accept returns on any parts, or if they do take returns, they charge up to 35% restocking fees; as we have stated above, our goal is not to make money on returns - just not to lose money. Also, we pay the shipping on most all parts orders, but of course that shipping was not "free"; if you return any part to us, we will deduct our cost of shipping from the price you paid for the parts when we process the refund. Again, our goal is simply not to lose money on returns.
Please email us at firstname.lastname@example.org or call our toll free number 888-871-0312 and request a Return Authorization (RA) number, and we will let you know how and where to return the item. The RA number also helps us track the return and speed your refund to you. It is hard to determine exactly how long it will take to get your refund, as the factory has to receive and inspect the item before they can determine its condition. As soon as they credit us back for the item, we will refund you in the same manner as you paid for the item (credit on a credit card, check mailed for check paid, etc).
Most of our products ship free within the continental United States. But that doesn't mean that it doesn't cost anyone anything (actually, we should say "shipping included" - anyone who believes that shipping is "free" please stand up...). If you return a product within the guidelines above, and we refund you the total amount that the manufacturer gives us, that still leaves the shipping charges that we absorbed in getting the product to you; we ask that in addition to your paying the return shipping charges, we will deduct our original shipping charges to get the product to you. If we shipped the wrong product, we will either credit your expense to return the item, or we will have the carrier pick up the item. As mentioned earlier, our goal is simply not to lose money on returns.
We have calls and e-mails every so often questioning just why we go into all this detail on returns, like we are expecting this to be a problem. They even mention that "other web sites don't tell us all this". I think that is the real problem; they just don't tell you. When a problem occurs, then you find out what their real policies are. A favorite trick is to claim not to charge any restocking fee, EXCEPT for "SPECIAL ORDER" merchandise - then when you try to return something, you find that WHATEVER you ordered seems to be SPECIAL ORDER!! There are not many other businesses that buy more from Invacare than we do, and they still charge us 25% on anything they ship that is returned. If they charge us that amount, they are certainly charging our competitors the same amount. If they don't tell you upfront that they have to pass that cost on to you, they certainly will when you ask to return something! If they don't, then they are slowly going out of business; they just don't know it yet! We just thought it more fair to tell you upfront. If you have any question specific to your situation that aren't addressed here, please e-mail us and we will do our best to help.
Since we are based in Mississippi, all applicable sales tax will be added for Mississippi residents (we agree, they don't deserve it, but I am just a little guy...). If you are located in Mississippi and are tax exempt, please fax us a copy of your exemption certificate or certificate of resale the same day you send in your order. Out of state orders are tax exempt.
This one is easy. We care about you and your privacy, and we will never, under any circumstances give, sell, or trade your personal information with anyone. Your information is for our internal and shipping use only. We may, from time to time, send you an e-mail letting you know of new products or services you may be interested in, but if you reply back to us requesting to be off our list, you won't hear from us again. We get plenty of junk mail ourselves, and we won't add to yours to make a few dollars by selling information. In short, if someone sends you junk correspondence, you can be assured that they didn't hear about you from us!!
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