Shipping and Returns
Order Confirmation:
Once your order is placed, you will receive a confirmation email detailing your order. This also indicates that our system has processed your order and pre-authorized your credit card. We will confirm the availability of the product for immediate packaging and shipping. If the product is out of stock or on backorder, we will inform you via telephone or email.
Shipment Process:
Shipping times range from 1-3 business days for most orders, with delivery occurring within 3-10 business days after processing. You will receive a shipping notification email with tracking numbers once the manufacturer begins the shipping process. If you do not receive tracking information within 8 days of placing your order, please contact us at info@mobilitydepartment.com.
Damages:
Inspect the packaging upon delivery. If you notice significant damage to the packaging, document it when signing for delivery, or refuse the delivery, and the item will be returned to the manufacturer. If the packaging appears intact but the item is damaged once unpacked, contact us within 24 hours at info@mobilitydepartment.com with photos of the damage. We will liaise with the manufacturer to process any applicable claims.
Returns:
Returns are accepted within 30 days of purchase for a refund of the purchase price, minus any shipping, handling, and restocking fees, provided the product is:
- Unused
- Returned in original packaging
- Includes all parts, accessories, and paperwork
Non-Returnable Items:
- Journey Health & Lifestyle products (including Perfect Sleep Chair, Up Beds)
- Afikim products
- Discover Your Mobility products
- Pride lift chairs
- Any patient lift (due to cleanliness considerations)
- Accessories such as baskets, Samson cases, travel bags, etc.
- Parts (Only damaged products, will be replaced)
- Beds
Items received after 30 days, damaged, or showing signs of use may not be accepted, or charges may apply to restore them to sellable condition. Obtain a Return Authorization (RA) number by emailing info@mobilitydepartment.com with your reason for return and instructions will be provided.
Return Shipping:
You are responsible for return shipping costs, which are non-refundable. Use a trackable shipping method or purchase shipping insurance, as you are liable for damage during transit. No refunds will be issued for items lost by the carrier.
Refunds:
Upon receipt and inspection by the manufacturer, your refund will be processed and credited to the original payment method. The inspection may take up to four weeks; however, it typically takes 7-10 business days. The refund amount will reflect deductions for shipping/handling and a 25% restocking fee. If you have not received a refund after 5 business days post-approval, contact your bank or credit card company as they may have additional processing times.
Exchanges:
Exchanges are generally only permitted if the product is defective or damaged upon delivery. Contact us at info@mobilitydepartment.com or call 1-888-217-1606 for exchange assistance.
Restocking Fee:
A 25% restocking fee applies to all returns based on the original purchase price.
Cancellations:
Cancellations made more than 24 hours after purchase are subject to the 25% restocking fee, applicable even if the order has not shipped. If the order has shipped, you are also responsible for return shipping fees.
Chargebacks Policy
We strive to provide excellent customer service and encourage you to contact us with any issues before initiating a chargeback. Chargebacks can delay resolution and may lead to complications or legal consequences if fraudulent. We are committed to resolving any concerns swiftly and fairly.
Customer Support
- Hours: Monday - Sunday, 8 AM - 5 PM CT
- Phone: 888-217-1606
- Email: info@mobilitydepartment.com
We value your trust and business and are dedicated to your satisfaction. Please do not hesitate to reach out for any assistance.