If for any reason you are not satisfied with your purchase, you may return the item(s) (shipping prepaid by you) within 30 days of date of purchase. All returns must be in brand new condition with original packaging. There will be a 20% restocking fee applied as well as the original shipping and handling fees deducted from your refund. You must contact us for a return merchandise authorization (RMA) before returning the merchandise.
You may return item(s)for exchange (shipping prepaid by you) within 30 days of date of purchase. All returns must be in brand new condition with original packaging. There will be a 15% restocking fee applied as well as the original shipping and handling fees deducted from your exchange credit. We will bill you for any extra charges that may apply, such as shipping the replacement item(s) back to you, or any deficiency in price between exchanged item(s). You must contact us for a return merchandise authorization (RMA) before returning the merchandise.
For all products that we manufacture or modify, returns or exchanges will NOT be accepted. All sales are FINAL on all rehab equipment, cables made to order, any materials cut to length, or any other items that have been modified to suit the customer.
There isn't a cancellation fee for orders that have not yet shipped, *and* the credit card has not yet been debited at the time of cancellation. We simply cancel the order and your credit card will not be debited.
There will be a 6% cancellation fee for orders that have not yet shipped, whereby the credit card has already been debited at the time of cancellation. We typically debit credit cards within 1 to 6 hours after authorization - which occurs the moment that an order is submitted to us.
Our regular Return/Exchange Policies apply for canceled orders that have already been shipped at the time of cancellation.
If you need to send item(s) back to us for exchange or return, please email us for an RMA number:
We only ship to addresses in the continental U.S.A. and we will ship small orders to Canada. Canadian orders will be subject to taxes, duties and brokerage fees in addition to UPS charges, which will be paid by the receiver at delivery.
For U.S. and foreign shipments, if you request that the shipping address be changed after your order has already shipped out, you will be required to pay the UPS change-of-address fee. Additionally, the customer is responsible for all charges required to reship an order due to the incorrect shipping address being entered during checkout.
It is recommended that both a person's name and the name of the business be entered for all orders being delivered to a commercial address. Also, include any suite, apartment, room, or floor numbers when checking out to avoid address correction issues.
We ship via UPS, USPS, common carrier truck freight, and occasionally other carriers as the case may warrant. Our shopping cart software is set up for real-time shipping quotes from UPS. However, we may ship your order using any other carrier solely at our discretion. Due to the limitation of having only one shipping calculator built into our shopping cart, we must rely on it for items that customarily ship via USPS, and others. We do not have a minimum order, nor do we have a separate handling fee. Our UPS shipping calculator is programmed to essentially add in a handling fee to the total shipping charge where it is warranted. We've built our large customer following based on delivering the goods FAST.
At this time, we do not offer expedited shipping methods such as next day, or 2nd day air deliveries via our shopping cart. If the need should arise, and it is dire, then by all means contact us to see what we can do you.
Most items in our store are tagged with "Usually Ships Next Business Day". A few items will denote some other lead time such as "Usually Ships in 3-5 days", etc... This denotes the lead time it takes us to ship the order out - NOT the lead time it takes to complete delivery to your door. The total door-to-door delivery time includes our stated "Usually Ships...." lead time to get the order out plus, carrier transit time. Carrier transit times will vary based on location, but generally UPS averages 3-5 days, and USPS averages 1-3 days in most cases. We ship USPS whenever possible so you get your order much sooner. There are exceptions and therefore we do not make any guarantee as to when an order will go out, nor when it will be delivered. Items requiring extra packaging, or custom boxing may require extra time in the box shop before shipping out. Also, extra lead time should be allotted for any custom work done such as modifying products, cutting steel to length, etc...
In most "Usually Ships the Next Business Day" cases, we pull and package the order and email tracking numbers within 12 hours from the time of order on business days, which balances out those orders that take longer than one business day. That means that approximately 75% of customers who placed orders on a given business day will receive an emailed tracking number before the next business morning. We constantly strive for shorter lead times with our after-hours shipping department, as well as keeping a large stock on hand for immediate delivery.
When ordering multiple items that total more than 150 lbs (the UPS weight limit), a message will appear on-screen indicating that truck freight shipping will be required. You may avoid this issue by breaking up one large order into multiple orders by placing two (or more) separate orders back-to-back such that each individual order weighs less than 150 lbs. Where this is not possible, simply choose "Truck Shipment" and a common carrier freight quote will be provided during checkout. Please contact us if you run into any issues during checkout.
Payments & Financing Policy:
To do business with us using PayPal, we must ship to a confirmed address within the lower 48 states as defined in the PayPal terms of service agreement. If this requirement is not met, you have the option of paying for your order via check, money order, or bank draft. We accept purchase orders if you lease through our leasing company, NCMIC ($5000.00 minimum purchase). To apply online or to find out more about our leasing programs, visit NCMIC:www.ncmic.comSending Gifts:
If you are purchasing an item to be sent as a gift, please make a note in the "comments" section during check-out and we will be happy to include a "to" and "from" card in the package.