FAQ

Answers to common questions about ordering, shipping, returns, warranty and repairs. Can't find what you need? Contact us.

Ordering & payment

What forms of payment do you accept?

We accept Visa, Mastercard, American Express, Discover and Diners Club at checkout, and Shop Pay Installments. If your purchase is funded by a grant, agency, vocational rehab, the VA or another third party, contact us and we'll help with the paperwork.

What currency are prices in?

Prices are in US dollars (USD). If your browser or the currency selector shows another currency, that is a converted estimate.

Shipping

Where do you ship?

We ship from Benzonia, Michigan to all 50 US states (including Alaska and Hawaii), Puerto Rico, and most international destinations served by UPS, FedEx or DHL, including Canada, the UK, the EU, Australia, New Zealand, Japan and South Korea.

How fast will my order ship?

Most in-stock orders received by 12 p.m. are packed the same day. Orders that need assembly, integration or testing can take a few business days; if there is a delay we'll give you an estimated ship date. We email tracking information once your order ships.

How much does shipping cost?

Checkout gives you a quote based on your postal code. Some items ship free within the continental US. Large freight (LTL truck) shipments are quoted separately, and we can give a custom rate on orders over $2,000.

Will I pay duties or VAT on international orders?

Most of our products qualify for duty exemption as articles designed for people with disabilities (customs code 9817.00.96), but customs officials make the final decision and any duties or taxes charged are the customer's responsibility. See our Shipping Policy.

My order arrived damaged. What should I do?

Notify the carrier within 24 hours, keep the product and all packaging as received, and contact us so we can arrange a repair or replacement. If something is wrong or missing, please let us know within 7 days of delivery.

Returns & refunds

Can I return an item?

Yes. Our official return window is 30 days from delivery, with proof of purchase, and items must be in the condition you received them, in original packaging. Please contact us within 15 days of delivery if anything isn't right. That gives us time to troubleshoot, find the right solution and ship things back, since our main technical resource isn't available every day or on weekends.

How do I start a return?

Log in to your customer account, select the order and items, choose a reason and click Request return. Please don't send anything back without a return authorization, because different items go to different locations.

What can't be returned?

Personal care, hygienic or intimate items, custom or personalized items, clearance or final-sale items, gift cards, software and downloads, and hazardous materials such as used batteries. Special-order items can only be returned at the manufacturer's discretion. Full details are in our Refund Policy.

When will I get my refund?

Once your return is received and inspected, approved refunds go back to your original payment method, minus any fees, within 10 business days.

Warranty & repairs

Do your products have a warranty?

Most items carry a one-year warranty unless the product page says otherwise; switch-adapted or modified devices carry a 90-day warranty against manufacturing defects. See our Warranty page for what is and isn't covered.

How do I make a warranty claim?

Try the troubleshooting steps in your user guide first (fresh batteries, power off and on). Then open a support ticket from your customer account, the Contact Us page, or by email, describing the problem and what you've tried. If it's a warranty defect we'll issue a return authorization.

How much does an out-of-warranty repair cost?

For assistive technology that we design and manufacture, out-of-warranty repair is a flat $150 for most items, including troubleshooting and technical repairs such as soldering, reassembly and testing. Parts and components are extra. If an item turns out to be more complicated (closer to two hours of work) or isn't cost-effective to repair, we'll contact you before going further. Products from other manufacturers are serviced by their manufacturer (see below).

Is there a repair option that includes shipping?

Yes. Choose the $180 repair option on our site: it includes a prepaid return shipping label covering up to $15 of ground shipping each way. We email you the label so you can print it and send your item to us.

Can I get an estimate before I send my item?

Yes. Use our contact form to send us a video or photos showing what's wrong and describe the problem in as much detail as you can. We'll give you a rough estimate, but we can't know the exact cost until we receive the item and troubleshoot it.

Who repairs products made by other manufacturers?

Many products we sell, such as Ferticare/Fertisonic (Reflexonic), Be Adaptive mounts, adapted life jackets and other items shipped directly from a supplier, are covered by their manufacturer's warranty. We don't repair these ourselves. Warranty service is handled by the manufacturer, and you ship the item directly to their factory. To start, send us a warranty service request with your name, contact details, order number, a description of the problem, and photos or video showing it. Send it using our Contact Us form. We forward your request to the manufacturer, who will give you shipping and repair instructions. This applies to warranty and out-of-warranty repairs alike: for example, all Ferticare/Fertisonic repairs, paid or under warranty, are shipped directly to the factory, and the manufacturer quotes its own repair cost. Adapted life jackets (Life Jacket-Adapted / PFD-A): new orders include a 10-day dry try-on period (the jacket must not get wet or have lotions or sunscreen on it), and within that period it can be exchanged for a different size. Repairs are rare and usually a simple sewing repair, handled with the manufacturer or by us case by case, so please contact us first. Warranty claims go to the manufacturer (PFD-A), which decides the remedy under its own warranty terms.

How are large items like beds and wheelchairs serviced?

Large or complex items, such as the Liberty bed, wheelchairs and other large equipment, have their own service process. Please contact us and we'll work out the best option with you case by case.

Contact & hours

How can I reach you?

Call , send a message through our contact form, or use the chat at the bottom right of the site.

What are your hours?

We don't keep fixed business hours, but we are generally available 10:00 AM to 6:00 PM Eastern Time and respond as soon as we can. Messages left outside those hours are answered as soon as possible.