Store Policies

Our shipping policy:

To determine how much shipping charges will be for your order, simply select the item by using the "Add to shopping cart" button. Here you will have the opportunity to review the different shipping choices along with cost before proceeding.

· Smaller items will ship UPS, FEDEX, or TRUCK ground, and usually ship within 5 business days. Larger items such as scooters, power wheelchairs and lift chairs will ship via a freight company who will contact you to schedule a specific delivery time convenient to you. We reserve the right to ship by best-way or best-shipper on all orders and may change directed shippers.

· Lift chairs can take from 5 days to 4 weeks depending on the fabric selected. Fabrics marked "Quick Ship" in the color selection area will arrive soonest. Any Lift chair with heat and massage, or any extra-wide styles are custom chairs and will take 3-4 weeks to ship. Please call customer service at 1(888)678-8281 for any questions about lift chairs.

• Most scooters and power wheelchairs ship within 5 days, unless special sizes and features are ordered. We can give you an estimated delivery date when we confirm your order.
• Some items we sell are “DROP SHIPPED” from the manufacturer and may take longer to arrive. If time is of the essence please contact our company at (800) 817-7281 to inquire about ship lead times.

· Freedom Medical does not ship to any PO BOX, or outside the US.

· Items paid for by credit card or PayPal must have the SAME SHIP TO and BILL TO address. Any orders paid for by credit card with different BILL TO and SHIP TO addresses are subject to cancellation unless prior arrangements have been made IN ADVANCE of the order.

· If you receive your order and the box or shipping container is damaged you must report the damage to the shipper at the time of delivery. You may open the box or shipping container to inspect the product while the shipper is present. The shipper MUST NOTE all damage and provide you a copy of the damage report while the item is being delivered.

· If the box is not damaged but the product you ordered inside the box is damaged you have 14 days from the delivery to report damage. Your rights for return and shipper damage claims are limited. Inspect your product promptly.

· All items shipped are FOB pickup dock once they leave our shipping facilities.

Our return policy:

INTERNET

· Our number one priority is our customers’ satisfaction. If you purchase something you are not happy with, please contact our customer service department at 1(888)678-7281, to discuss return or exchange options.

· If you are not satisfied with your purchase, you may return it within 30 calendar days of receipt. You are responsible for all return shipping costs. A restocking fee will apply based upon the product you purchased. You may contact us at (800) 817-7281 to discuss the return procedures.

· Restocking fees vary by product and are:

o   20% for all lift chairs

o   30% for all mobility products

o   15% for all other items

· White glove fees and shipping costs are not refundable. If you need help returning your item we can supply return services at additional cost. You may contact us for these services.

· The item to be returned must be in new condition, undamaged, unused and in 100% sale-able condition, with original packaging, instructions, and warranty materials. Custom specification orders, vinyl fabric, non “quick ship” fabrics, custom dimensions, heat and massage, dual or triple motor lift chairs, and power wheelchairs are not returnable. Petite and extra wide lift chairs are not returnable.

· Parts and electronic items are not returnable. We will exchange ordered parts or discount additional parts you need . PLEASE VERIFY that you are ordering the CORRECT PART or assembly when placing your order. New versions or replacement parts may vary in appearance.

· Any parts accepted for exchange must be new, unused, and in original new condition.

· Please install your parts as directed by manufacturer’s recommendations. We do not warrant a part for suitability or for purpose intended. You order parts at your own risk and Freedom Medical assumes no liability for replaced parts or repairs using replaced parts. If you require warranty service or out of warranty factory service we can assist you in your communications with the manufacturer to secure service.

· Custom orders once placed into production may not be cancelled or returned.

• If you wish to return an item, you must first obtain a Returned Merchandise Authorization Number (RMA). You must make sure the RMA number is written clearly on the outside of the box. Packages received without an RMA number will be returned to you. You are responsible for shipping the item back to us at your expense unless the product was damaged or defective, or shipped to you in error. In that case Freedom Medical will handle the return shipping charges.
  
• Refunds are issued within 30 days of purchase according to the method of payment, after the item is processed back into our warehouse. Allow 15 business days for check refunds.
• If the item was paid for by credit card your card issuer may take up to 2 billing cycles to post refunds to your account.
•  Please note: Some popular items cannot be returned, due to hygiene issues. These would include any item that is worn on or close to the body, bathroom items including shower and toilet seats. All items accepted for return must be in their original packaging, and in unused, unworn condition. Orders are subject to a restocking fee. Lift chairs, Mobility equipment(s), and parts returns are subject to a return inspection prior to acceptance or processing.
  
No refunds are authorized for these products unless they are in saleable condition. Damage due to manufacturing defects is covered by the specific manufacturers warranty. Freedom Medical makes no claim for suitability of purpose or warranty coverage.

STAIR LIFTS

• ThyssenKrupp Stair Lifts are custom made products. Tracks are cut by the customer to the length of the stairs. Once the track has been cut, your order becomes non-refundable and non-returnable. There are no returns on stair lifts. Goods damaged in shipment are covered by the shipping company (see damaged goods procedures).

• Cancellations: If your lift has not yet been shipped and you wish to cancel your order, you may cancel your order for a fee of $250.00. Once the unit has been shipped the above policy applies for returns.

• Refused Shipment Policy for Stair Lifts. If a stair lift is refused by the customer at the delivery address, the customer will be responsible for a minimum of $500.00 to cover freight charges plus restocking fees.

• Damaged goods by shipper. All damage to the boxes, containers, etc. must be noted on the shippers Bill of Lading and acknowledged by the shipper. Please keep a copy of the damage report. Call Freedom Medical Solutions within 24 hours and notify us of the damage. Damage not seen or internal damage due to shipping: You must notify FMS within 5 days of receipt of the goods. Damage noted outside these time limits will affect your ability to secure an RMA.

All returns authorized by FMS must be in new condition, with original packaging, instructions, and warranty material. Any returns received missing these items are subject to a reduction in the refund. All returns are subject to a 15% restocking fee.

PLATFORM LIFTS:

• ThyssenKrupp Platform Lifts (models PL-RA) are custom made products. Authorized returns are subject to a 30% restocking fee. The customer is responsible for all freight charges incurred. No exceptions. Goods damaged in shipment are covered by the shipping company (see damaged goods procedures below).

• Cancellations: If your lift has not yet been placed into production and you wish to cancel your order, you may cancel your order for a fee of $250.00. Once the unit has been placed into production the above policy applies for returns and refunds. Once placed into production all lift orders cannot be cancelled.

• Refused Shipment Policy for Platform Lifts. If a stair lift is refused by the customer at the delivery address, the customer will be responsible for a minimum of $850.00 to cover freight charges plus any restocking fees.

• Damaged goods by shipper. All damage to the boxes, containers, etc. must be noted on the shippers Bill of Lading and acknowledged by the shipper. Please keep a copy of the damage report. Call Freedom Medical Solutions within 24 hours and notify us of the damage. Damage not seen or internal damage due to shipping: You must notify FMS within 5 days of receipt of the goods. Damage noted outside these time limits will affect your ability to secure an RMA.

• All returns authorized by FMS must be in new condition, with original packaging, instructions, and warranty material. Any returns received missing these items are subject to inspection and a reduction in the refund. All platform lifts are VERY HEAVY some weight in at over 1,100 pounds and are shipped on custom pallets. Shippers are required to deliver the product to your address but may require you to get it off of the truck. Once you order your lift, Freedom Medical will contact you regarding the issues that you must consider for delivery.

Internet Store Pricing and Policies and Physical Location Store Pricing and Policies differ. Please check with your local store for policies for products purchased locally.

A special note about delivery methods: Your product will be delivered in the manner in which you direct but THRESHOLD delivery is delivered within the doorway on the first floor of your building or home. If the carton cannot fit through the doorway, then the delivery company will deliver the item to a grage or similar dry area. (This does not include delivery to an alternate address- additional fees will apply). THRESHOD delivery does not permit the shipper to move any item into a different room or floor, or move any item within your home to factilitate the delivery. special arrangements (incurring additional fees) should be made in advance if additional assistance is needed.

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