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Customer Service

Return & Exchange Policy

Customer satisfaction is our top priority. We want you to be completely satisfied with your purchase. If you need to return or exchange the item, please contact us within 10 days of receipt of your purchase.

Product must be in new, unused, and resalable condition. All parts and accessories must be included and in original packaging with all instructions/warranty paperwork. Shipping fees are non-refundable and return shipping is the responsibility of the customer. If your order shipped for free and you are returning it, we will deduct the original outbound shipping costs from your refund.

Return orders are subject to a 30% restocking fee. Like almost all online retailers, we are sometimes forced to charge a restocking fee. We have to employ personnel to accept returns, inspect them to make sure all conditions are met (all the pieces are there, original packaging, no damage, no wear and tear), repair occasional minor damages caused by return shipping, replace missing hardware, packaging, and instruction manuals, and put the item back in circulation. Some manufacturers charge retailers such as themedicalmaven.com a fee for this service, so we have no choice but to pass it along to the customer.

To initiate a return:
  1. Please request an RA (Return Authorization) by filling out this form.
  2. After receiving the RA #, simply create a return label and clearly write your RA # on the return label as well as the packing slip that arrived with the item. Make sure you use the return address included in your RA email instructions.
  3. Return you product using the appropriate shipping service with tracking so you may have receipt of the product being returned. You may use UPS, FedEx, or any other ground parcel carrier of your choice. All product return fees are the responsibility of the customer unless the return is the result of an error by themedicalmaven.com or a manufacturer defect.
  4. Your credit card will be credited back for the purchase once the product has been received. Please allow 1-2 weeks for credit processing.
You must request an RA within 10 days of receiving the product. All Returns must be complete within 30 days. Returns made 30 days after delivery will not be granted.

Orders returned without RA # may not be identified or recognized and will be returned back to sender without a refund. If the order is identified and returned without RA #, the product being returned will be subject to a 30% restocking fee as well as be charged all actual shipping cost associated with the order.

Damaged Product
Please inspect your package when it arrives. If it is defective, you must notify us within 3 business days of delivery. Please fill out this form and we will replace the item as well as pay all shipping costs to and from your location. Please provide a detailed description in your email as to what is wrong with the item as well as your order number and contact information. If an item arrives damaged or with a manufacturer defect or other error to which we are at fault, rest assured that we will do everything in our power to repair or replace it at no cost to you, even if it’s an item that is generally non-returnable.

Non-Returnable Items
Due to health and hygienic regulations, we cannot accept the following items for return: Bathroom safety equipment (such as raised toilet seats, bath/shower transfer benches, grab bars, bathroom wheelchairs, tub bars, bath lifts, commodes, etc.). We cannot accept items that are not in original packaging as well as items that have been used. Certain products such as catheters, pillows, cushions, braces, etc. are non-returnable as well.

Order Cancellations
Any order that the customer cancels after it has been placed, even if the customer has not received the item yet, is subject to regular return policies. Customer must accept delivery, and then contact us to set up a return, as per the instructions above. This is because most orders begin processing almost immediately, as we are unable to hang onto items in case the customer changes his mind and decides he does not want it. If you have already placed an order, you have to assume it has already gone out.

If you have placed an order with us and need to cancel it, please contact us immediately by filling out this form. We will make every attempt to stop your order from shipping; however we cannot guarantee that it has not shipped. Normal cancellation fee is 6% if your order has been processed. If your order has shipped, you will be responsible for the shipping charges to you and the return to us. This will be considered a return and treated accordingly. Orders for non-returnable products cannot be cancelled once shipped.

Shipping Policy

Shipping fees are based on the destination, size and weight of your item(s).

You can calculate your estimated shipping fee for any product by clicking on the 'Shipping Method' link on our Check Out page. If you're logged in and have previously placed an order with us, your zip code will be saved. If you are not logged in, just enter your zip code to get a shipping cost estimate. (You will have the option to upgrade your shipping to a different service during the checkout process.)

Select products qualify for free shipping.

Some items on our website are not regularly stocked at Themedicalmaven.com. Availability on these items will show as Drop Ship or Special Order.
Drop Ship: These items will be shipped to you directly from the manufacturer. These items generally take about 7-10 days to arrive to U.S. destinations.
Special Order: If one of the items in your order is one of these non- stocked items, we will ask you during checkout to choose whether you would like us to ship your full order when all items are in stock or if you would like a split shipment (this will not cost you more). The estimated delivery shown reflects the shipping time once Themedicalmaven.com gets the item in stock.
The tracking number you receive from us in an Order Status email during the daytime may not be updated on the carrier's website until that evening.

Themedicalmaven.com generally packs orders Monday - Friday. However, orders packed by Themedicalmaven.com on Sundays or Legal Holidays are not shipped until the following business day. If you receive an email from us on a Sunday or Legal Holiday indicating that your order has shipped, please be aware that it will ship the next business day.

Business days are defined as Monday through Friday, except holidays.

Please note:
All orders are subject to approval by our verification department. We will notify you via email should your order be delayed.

Themedicalmaven.com does not currently ship any product outside of the United States and its Territories.

Estimated time to ship reflects order processing time, not delivery time. Total time to delivery depends on the shipping method chosen at checkout. Stock and availability are subject to change without notice.