At Mobility Ultra, we are committed to providing exceptional service and a seamless shopping experience. Our Shipping and Return Policy is designed to clearly outline the terms and conditions regarding the delivery, return, and replacement of our products. Whether you're shopping for mobility equipment or requesting assistance with an order, this policy ensures transparency and helps address any questions or concerns you may have.
Please take a moment to review this policy carefully. By placing an order with us, you agree to adhere to the terms outlined here. If you have any questions or require further assistance, our customer support team is always here to help.
We appreciate your trust in Mobility Ultra and look forward to serving your needs.
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Delivery Time
We aim to deliver your orders as quickly and efficiently as possible. Below is an outline of our estimated delivery times based on the type of order and shipping location:
Standard Shipping:
Standard shipping typically takes 3-7 business days, with most orders being delivered within 5-10 business days from the date of purchase.
Custom Orders:
Custom orders may take 60–90 days to arrive due to production times and variable delivery partner schedules. Delivery timelines can vary depending on your location and the nature of the order.
In-Stock Items:
Delivery times for in-stock products vary widely. While some orders may arrive within 5 days, depending on the destination and shipping provider.
Note: Delivery times are estimates and may be subject to external factors such as weather, carrier delays, and holidays. We cannot be held responsible for delays caused by third-party shipping providers.
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Delivery Partners and Estimates
We partner with trusted third-party carriers, including FedEx, UPS, and USPS, to ensure safe and reliable delivery of your orders. Delivery times are subject to the operating schedules of these carriers.
Estimated Timelines at Checkout:
Delivery timelines and shipping options are displayed at checkout, providing an estimate based on your location and the shipping method selected.
Carrier Communication:
In some cases, customers may be contacted directly by the carrier for delivery updates, scheduling, or to make arrangements for delivery.
Note:
While we strive to provide accurate delivery estimates, actual delivery times may vary depending on the carrier, shipping destination, and any unforeseen circumstances.
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Order Processing
We strive to process all orders promptly and efficiently. Below are the details regarding our processing times:
Standard Processing Time:
Orders are typically processed within 1 to 5 business days from the time of receipt. This excludes weekends and holidays.
Notification and Tracking:
Once your order has been processed and dispatched, you will receive an email notification with your tracking information to help you monitor your shipment.
Note:
Processing times may vary during peak seasons, holidays, or due to unforeseen circumstances. Please allow additional time for order processing during these periods.
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Shipping Coverage & Restrictions
Shipping Coverage:
Our shipping services cover most locations within the United States. However, there are some limitations as outlined below:
Service Area:
We currently ship to the continental U.S. (48 states) only. Orders placed outside this coverage area will not be processed.
Excluded Locations:
Unfortunately, we do not ship to the following locations:
- Puerto Rico (PR)
- Alaska (AK)
- Hawaii (HI)
- Guam (GU)
- Armed Forces Locations (AA, AE, AP)
PO Boxes:
Shipping to PO Boxes is not available. Please provide a valid physical address during checkout to ensure your order can be delivered.
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Standard Shipping
We strive to provide affordable shipping options to our customers. Below are the details:
Free Shipping:
Orders over $200 qualify for free standard shipping within the continental United States.
Shipping Costs for Orders Under $200:
For orders under $200, customers are responsible for covering the shipping costs, which will be calculated and displayed during checkout.
Delivery Timeframe:
Orders shipped via standard ground shipping typically arrive within 3-7 business days. Please note that processing times are not included in this estimate.
Note:
Delivery timelines are approximate and may vary due to external factors such as carrier delays or weather conditions.
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Non-Refundable Shipping Fees
To ensure transparency, we would like to clarify our policy regarding shipping fees:
Original Shipping Fees:
Original shipping fees are non-refundable for any returns, including cases where the item is returned for reasons other than damage or defect.
Express, Expedited, and International Deliveries:
Shipping charges for express, expedited, or international delivery are also non-refundable.
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Damaged Shipments:
Freight charges for the initial delivery of damaged shipments will not be refunded. However, replacement shipments will be sent to the customer at no additional cost.
Note:
Refunds or credits apply solely to the value of the returned product(s), excluding any shipping costs incurred.
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Damaged Shipments:
We take every precaution to ensure that your order arrives in excellent condition. However, in the rare event that your shipment is damaged during transit, the following steps must be taken:
Upon Delivery:
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Inspect the Shipment: Before signing for the delivery, inspect the packaging and item(s) for visible damage.
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Mark the Delivery Receipt: If damage is identified, accept the shipment but clearly mark the Bill of Lading or delivery receipt as ""DAMAGED.""
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Document the Damage: Take clear photographs of the damage to the packaging and product.
Report the Damage:
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Notify Us: Contact Mobility Ultra at support@mobilityultra.com within 5 business days of receiving the shipment.
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Provide Evidence: Include photos of the damage and a copy of the marked delivery receipt in your report.
Resolution Process:
Freight Claims: Freight claims must be filed directly with the carrier.
Replacement Orders: If applicable, replacement parts or products will be shipped promptly at no cost to the customer, based on the carrier’s findings.
Important Notes:
Mobility Ultra is not responsible for freight damage when customers or third-party carriers transport the product.
Failure to report damage within the specified timeframe may result in denial of the claim.
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Lost Packages
We take every measure to ensure your order arrives on time. However, if you suspect your package has been lost, please follow these steps:
Report Missing Packages:
Notify us of any undelivered packages within 5 days of the estimated delivery date by emailing us at support@mobilityultra.com.
Provide Necessary Details:
When contacting us, include the following information:
- Order number
- Tracking number (if available)
- Your full name and delivery address
Investigation Process:
Once we receive your notification, we will initiate an investigation with the carrier to locate your package.
Depending on the outcome of the investigation, we will take appropriate steps to resolve the issue, which may include reshipping the product or issuing a refund.
Important Note:
Failure to notify us within the specified timeframe of 5 days may limit our ability to assist with locating or replacing your package.
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Delays
We strive to deliver your orders within the estimated timeframe. However, please understand that delays may occur due to unforeseen circumstances beyond our control, such as:
- Weather conditions
- Carrier or transportation disruptions
- Supply chain issues
- Natural disasters or other emergencies
While we do our best to minimize delays, we cannot guarantee delivery timelines affected by these external factors. We appreciate your patience and understanding
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Delivery and Setup Policy
Delivery Conditions:
To ensure a smooth delivery process, please review the following conditions and guidelines:
Packaging and Protection:
All equipment is securely wrapped to ensure maximum protection during transit.
Some products may require minimal disassembly for safer transportation. Assembly instructions and product manuals are provided for your convenience.
Preparation for Delivery:
Delivery is contingent upon the space being prepared for setup. Please ensure that the designated area is clear of existing beds, furniture, or other obstacles.
Failure to prepare the delivery space may result in a refused delivery.
Address Changes:
Any changes to the “Ship To” address must be confirmed in writing prior to shipment to be considered valid.
Delivery Payments:
Mobility Ultra pays delivery vendors directly. Customers should not pay delivery agents under any circumstances.
Note:
These measures help us deliver your products efficiently and securely while ensuring compliance with our service policies.
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Warranty Policy:
We stand behind the quality of our products and offer warranty coverage to ensure your satisfaction. Please review the details below for our warranty terms and conditions.
General Warranty Coverage:
New Products: Covered by a limited warranty; the specific duration and details vary by product. Please refer to the details on the product page for more information.
Warranty Actions:
During the warranty period, we may take one of the following actions to resolve issues with defective products:
- Ship a replacement part for repair.
- Ship a replacement product.
- Issue full credit upon the return of the defective product.
Proof of Purchase and Claim Requirements:
Customers must provide proof of purchase and the product's serial number when submitting a warranty claim.
For warranty-related inquiries or assistance, please contact us at support@mobilityultra.com.
Warranty Coverage Terms:
Covers defects in workmanship or materials for the warranty period starting from the purchase date.
Excludes damages caused by excessive wear, misuse, or unauthorized modifications.
Customers are responsible for shipping and service costs for coverage extending beyond the initial warranty period.
Note:
Warranty claims must be submitted within the coverage period. Please retain all necessary documentation for a smooth warranty process.
Warranties vary depending upon the manufacturer - see individual product pages for details.
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Returns Policy
General Return Conditions & Eligibility Criteria
General Return Conditions:
We aim to provide a straightforward and fair return process for our customers. Please review the following eligibility criteria and conditions:
Eligibility for Returns:
New or Unused Products: Products may be returned within 30 days from the invoice date.
Returns are only accepted for items purchased directly from us.
Items that are custom-made, special-order, or delivered via white glove service are non-returnable unless defective or incorrectly supplied.
Return Requirements:
Items must be unused, in their original condition, with all original packaging, manuals, and accessories intact.
Proof of Purchase: Required for all returns.
For bath safety products, packaging must remain unopened to be eligible for return.
Condition Guidelines:
Items must be returned in the same condition as sold.
Items that do not meet the required condition for return will be returned to the customer at their expense.
Restocking Fees and Freight Charges:
A 20% - 30% restocking fee applies (Dependant on suppliers) to all eligible returns unless a replacement product is shipped to the same address.
Customers are responsible for freight charges to return the product.
Unauthorized Returns:
Items returned without prior authorization or an RMA number will not be accepted. Please contact our support team before initiating a return.
Special Notes:
Returns are handled on a case-by-case basis. Additional shipping and restocking fees may apply.
Please carefully review the sales order before completing your purchase to avoid unnecessary returns.
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Non-Returnable Products
For the safety of our customers and to maintain product quality, certain items are not eligible for return. Please review the details below:
Items Not Eligible for Return:
- Used items, including those damaged due to customer negligence.
- Sale items and gift cards.
- Custom products or special-order items.
- Hazardous materials, such as flammable liquids or gases.
Health and Safety Restrictions:
For health and hygiene reasons, the following items are non-returnable once opened:
- Bathroom safety equipment.
- Braces, mattresses, pads, and cushions.
Warranty-Related Exceptions:
Items that are defective under warranty may still qualify for repair or replacement. Warranty claims must be submitted with proof of purchase.
Timeframe for Returns:
Items are non-returnable after 30 days, except for cases of manufacturing defects covered by warranty.
Thorough Review Process:
Any returns requested will undergo a thorough review to determine eligibility.
Note:
Please contact our support team at support@mobilityultra.com if you have questions about your item’s return eligibility."
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Returns Process & Unauthorized Returns
To ensure a smooth return process, please follow these steps:
Prior Authorization Required:
Contact our support team at support@mobilityultra.com to initiate a return, exchange, or replacement.
Our team will provide a Return Merchandise Authorization (RMA) number and guide you through any necessary troubleshooting steps.
Verification Process:
Before issuing a refund or processing a return, we may request photos or videos to verify the issue with the product.
This step helps expedite the process and ensures accurate resolution.
Unauthorized Returns:
We cannot process returns that do not follow the outlined procedures:
RMA Requirement:
Returns without a valid RMA number clearly printed on the carton or shipping label will be refused.
Responsibility for Unauthorized Items:
Mobility Ultra is not responsible for processing, handling, or returning unauthorized items.
Important Note:
To avoid delays or issues, please ensure that all return requests are approved and authorized before sending any items back.
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Shipping Damage:
We take every measure to ensure your products are delivered in excellent condition. If your order is damaged during transit, please follow these steps:
Inspection Upon Delivery:
Inspect all shipments upon arrival for visible damage and verify the quantity received.
If damage is noticed, do not refuse the shipment. Instead:
- Mark the Bill of Lading or shipping manifest as “DAMAGED.”
- Take clear photos of the damaged packaging and products.
Reporting the Damage:
Report the damage to Mobility Ultra at support@mobilityultra.com within 5 business days of delivery.
Include photos of the damage and a copy of the marked Bill of Lading or delivery receipt.
Resolution Process:
- Upon receiving your notification, we will:
- Issue a Return Merchandise Authorization (RMA).
- Arrange for inspection and pick-up if necessary.
- Process a replacement order or ship replacement parts as needed.
Important Notes:
Products damaged in transit may be eligible for return, provided appropriate evidence (photos and documentation) is submitted.
Failure to report damage within the specified timeframe may limit our ability to assist.
We are committed to resolving any shipping damage issues promptly. Please ensure you inspect and report damage as instructed to expedite the process."
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Incorrect Items/Shipment:
We take great care to ensure that your order is fulfilled accurately. In the rare event that you receive an incorrect item or shipment, please follow the steps below:
Verify the Shipment:
Before unpacking, match the packing slip to your sales order to confirm that the correct item(s) were shipped.
Reporting Incorrect Items:
If you receive an item that does not match your sales order, contact Mobility Ultra at support@mobilityultra.com immediately.
Provide your order number, a description of the issue, and photos (if applicable).
Resolution Process:
If an error is confirmed, we will correct the issue.
Incorrectly supplied items are eligible for return or replacement within the specified return window.
Return Eligibility:
Items that were not ordered or incorrectly supplied must be reported within 30 days of delivery to qualify for return or replacement.
Note:
Ensuring accuracy at the time of unpacking and promptly reporting issues will help us resolve any errors efficiently."
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Replacement Parts:
We are committed to ensuring the longevity and proper functionality of your product. Below are the details regarding replacement parts:
Warranty Claims:
Replacement parts required for warranty claims will be shipped at no cost to you.
Please ensure you provide proof of purchase and any necessary documentation to process the warranty claim.
Non-Warranty Replacements:
For items not covered under warranty, replacement parts will be available for purchase.
The cost of non-warranty replacements will be quoted in advance, and shipping charges may apply.
Note:
If you require replacement parts, please contact our support team at support@mobilityultra.com for assistance."
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Defective Products
Report any defective parts to support@mobilityultra.com within 7 days of receipt.
Provide photos and a detailed description of the issue.
Include your order number and any relevant documentation for quicker resolution.
Replacement Shipments:
For defective parts verified by our team, replacement parts will be shipped free of charge.
Standard freight charges will apply for any additional parts ordered outside the defect claim.
Contact Information:
For all defective parts inquiries, reach out to us at support@mobilityultra.com. We will evaluate and resolve the issue promptly.
Note:
Failure to report defective parts within the specified timeframe may limit our ability to assist.
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Return Window
We offer a 30-day return window to ensure customer satisfaction. Please review the following guidelines:
Eligibility for Returns:
Returns must be initiated within 30 days of the delivery or purchase date.
Approved returns must be received within 30 days of return approval to maintain eligibility for a refund or replacement.
Conditions for Return Approval:
Products must meet the general return conditions outlined in our policy, including being unused and in their original packaging.
Initiating a Return:
To start a return, contact our support team at support@mobilityultra.com with your order details.
Note:
Exceptions to the Return Window:
Certain products, including custom-made, special-order, or non-returnable items, may not be eligible for return.
Product-Specific Return Policies: Some items may have exceptions to the 30-day return window. Customers are encouraged to check the specific return details on the product page before purchase.
Returns initiated after the 30-day window may not be eligible for processing. Ensure timely initiation to avoid forfeiting eligibility.
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Restocking Fee:
A restocking fee applies to certain returns, depending on the reason and product category. Please review the details below:
Non-Defective Returns:
A 20% - 30% (Depending on Manufacturer) restocking fee applies to items returned due to customer preference or reasons unrelated to defects or shipping damage.
Customers are also responsible for any associated shipping costs for non-defective returns.
Buyer Refusals:
If a package is refused and returned to us, a 20% - 30% (Depending on Manufacturer) restocking fee and the shipping charges will apply.
Brand-Specific Exceptions:
Some products may be subject to a higher or lower restocking fee depending on the specific return policies of the manufacturer or brand.
Customers are encouraged to review the product page or contact us at support@mobilityultra.com for details on product-specific return and restocking fees.
Items returned due to errors on our part (e.g., incorrect items shipped) are exempt from restocking fees if returned within 7 days of receipt.
Note:
Restocking fees help cover the costs of handling, inspection, and repackaging. Contact us at support@mobilityultra.com if you have questions about your return."
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Return Shipping
Customers are responsible for covering shipping costs for returns unless otherwise specified. Below are the details:
Standard Returns:
Customers are responsible for all return shipping costs, including freight charges.
Prepaid Shipping Labels:
Upon request, we can provide a prepaid return shipping label, and the cost of the label will be deducted from your refund.
Non-Quality Returns:
For returns not related to product defects or errors, customers are also responsible for shipping costs. In addition, a handling fee of up to 30% may be deducted from the refund.
Note:
We recommend using a trackable shipping service and purchasing shipping insurance for high-value items to ensure the safe return of your product."
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Order Cancellations:
We understand that circumstances may change, and you may need to cancel your order. Please review our cancellation policy based on the processing stage of your order:
To avoid incurring a 3% processing fee, cancellations must be made within 24 hours of placing an order. If you need to cancel, please contact us as soon as possible at support@mobilityultra.com. Cancellations requested after shipping will be handled as standard returns under our 30-day return policy, and any associated shipping and restocking fees will apply.
Before Processing:
Orders can be canceled within 2 hours of placement by contacting our support team at support@mobilityultra.com.
Cancellations requested beyond 2 hours but within 24 hours of submission may still be processed without penalty, depending on the status of your order.
After Processing:
If the order has already entered processing or shipping, we will attempt to halt shipment. If unsuccessful, the standard return process will apply.
A restocking fee and all applicable shipping charges will be the responsibility of the customer.
Shipped Orders:
For orders that have already shipped, cancellations are no longer possible. Customers must follow the return process, including the payment of shipping, 3% processing fee and a restocking fee for non-defective items.
Important Notes:
Cancellations requested after 24 hours of order submission may incur additional charges based on the order status.
Cancellations of Custom Orders
Custom or special-order items may not be eligible for cancellation once processing has begun.
These units are custom-made to your specification or created once you order. Once you place your order they start building your unit. Your warranty will guarantee you a fully functional and operational product. If it is not clear whether your order is custom or made to order, please message or call us.
All sales are final for Custom made and Made-to-order products.
Contact Information:
To request a cancellation, please contact us promptly at support@mobilityultra.com with your order details."
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Failed Deliveries
We strive to ensure all orders are delivered successfully. However, in cases where a delivery fails, the following policies apply:
Customer Responsibility:
Customers are responsible for ensuring accessibility at the delivery location. This includes:
Providing accurate and complete address details.
Ensuring that the delivery location is accessible (e.g., no blocked access or restricted entry).
Failed Delivery Charges:
If a delivery fails due to access issues or other customer-related reasons, additional delivery or re-delivery charges may apply.
Reporting Missing Deliveries:
Any missing deliveries must be reported within 24 hours of the expected delivery date by contacting us at support@mobilityultra.com.
Re-Delivery Process:
In the event of a failed delivery, our team will coordinate with you to arrange re-delivery, subject to additional charges if applicable.
Note:
Mobility Ultra is not responsible for delays or failed deliveries caused by inaccessible locations or inaccurate information provided at the time of purchase.
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Chargebacks
Our team of agents is here to assist you and resolve any issues. We have purposefully made our policies as fair as possible, and we believe they are the top in the industry. We are on your team. We are immediately responsive and will do all that we can to help you out and provide the best resolution.
Given this, any customer that files a fraudulent chargeback will be held criminally liable for theft. If you have not received a product, or have an issue with a product that you did receive, please contact us, and we will help you resolve your issue. Please do not file chargebacks for issues that we can resolve together.
Thank you for shopping with us!
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BOGO Promotions
In the event of a BOGO promotion, both items must be returned for a full refund. If one of the two items is returned, you will get a replacement of that item or store credit for the value of that item when purchased on its own. If your order has shipped, you (the buyer) will also be responsible for actual return shipping charges and depending on the manufacturer, potentially a restocking fee. Refunds will only be issued to the original credit card that you used when placing your order.
All customers agree that they have read, understand, and agree to the terms and conditions above.
Individual items will have varying refund and return policies depending on the manufacturer. Please see individual product pages for details or contact support@mobilityultra.com."
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Agreement Acknowledgment:
Please Read the Following
When you are making a purchase from mobilityultra.com, you are acknowledging the following of the Exchange Agreement:
- I understand I am to inspect the package upon delivery, and notate and take pictures if there is any damage and provide it to mobilityultra.com within 24 hours of the product being delivered.
- I understand that I am responsible for the cost of return shipping and the cost of a new product shipping in the case of a refund or exchange.
- I understand that products need to be returned unopened and unused. An additional restocking fee may occur.
- I understand that if my order has left the warehouse, I am unable to receive a full refund.
- I understand that if I return my order once it has shipped, I will be responsible for paying any return shipping fees and restocking fees, which vary by product, but are 20-30%.
By placing an order with Mobility Ultra, customers agree to comply with the terms and conditions outlined in this Shipping and Return Policy. These policies are designed to ensure a seamless and transparent shopping experience for all our customers.
Contact Information:
For assistance with orders, shipping, or returns, please reach out to our dedicated customer support team:
Email: support@mobilityultra.com
We value your satisfaction and are committed to providing a smooth and satisfactory shopping experience. For any questions or concerns, do not hesitate to contact us.
BY USING THE SITE, YOU AGREE TO THESE TERMS OF USE; IF YOU DO NOT AGREE, DO NOT USE THE SITE.
