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Shipping Policy

Shipping Policy

Effective Date: 12/01/2025

 

 

1. Introduction

At Medical Mobility Supply, we aim to provide a seamless and transparent shipping experience for our customers. This Shipping Policy outlines the terms and conditions related to the delivery of products purchased from our website, www.medicalmobilitysupply.com.

 

 

2. Shipping for Large Medical Equipment

  • Countries We Ship To:

    • United States

  • Future Expansion:

    • We are continually working to expand our shipping destinations. Please check back regularly for updates.

Shipping & Delivery for Large Medical Equipment

Power wheelchairs, mobility scooters, lift chairs, and similar heavy items ship via LTL (less-than-truckload) freight carrier due to their size and weight. Please review the delivery options below before placing your order.

Standard Curbside Delivery — Included Free

All large equipment orders include standard curbside delivery at no additional charge. This service includes:

  • Delivery to the curb or first accessible point at your address
  • Lift-gate service to safely lower the item from the truck
  • Scheduled delivery appointment with advance notice from the carrier

Standard curbside delivery does not include entry into the home, room placement, unpacking, or assembly. The customer is responsible for moving the item indoors from the point of curbside delivery. This service is suitable for customers who have assistance available or can manage indoor placement independently.

White Glove Delivery — $499

White Glove Delivery is available for customers who need full-service delivery. This upgrade includes:

  • Inside delivery to the room of your choice
  • Unpacking and removal of all packaging materials
  • Basic assembly and setup where applicable

White Glove Delivery is strongly recommended for customers with limited mobility, multi-story homes, or narrow entryways. To add White Glove Delivery to your order, select the option on the product page before checkout.

Estimated Delivery Timeframes

Large equipment orders typically ship within 7 business days of order confirmation. Once your order ships, the freight carrier will contact you directly to schedule a delivery appointment. Deliveries are made Monday through Friday during standard business hours. Please ensure someone is available to receive and sign for the delivery.

Important Notes

  • A signature is required at the time of delivery for all large equipment orders.
  • Please inspect your item carefully before signing the delivery receipt. Note any visible damage on the receipt before the driver leaves. Do not refuse delivery for minor cosmetic damage — contact us at [email] within 48 hours and we will resolve it.
  • Delivery to Alaska, Hawaii, and U.S. territories may be subject to additional freight charges. Contact us before ordering for a shipping quote.

 

3. Shipping Costs

  • Domestic Shipping (United States):

    • Standard Shipping: FREE SHIPPING

  • No Hidden Fees:

    • All shipping costs are calculated and displayed at checkout. There are no hidden fees.

 

 

4. Order Processing Time

  • Processing Time:

    • Orders are processed within 1-2 business days (Monday to Friday, excluding holidays).

  • Order Cut-Off Time:

    • Orders placed before 5:00 PM EST will begin processing the same day.

  • Weekend and Holiday Orders:

    • Orders placed on weekends or public holidays will be processed on the next business day.

 

 

5. Estimated Delivery Time

  • Domestic Shipping:

    • Standard Shipping: 14 business days

    • Expedited Shipping: 7 business days

  • Notes:

    • Delivery times are estimates and may vary due to factors beyond our control, such as weather conditions, customs delays, or carrier issues.

 

 

6. Shipping Methods and Carriers

  • Reliable Carriers:

  •  


    • The manufacturer ships products to you directly. 

     

  • Shipment Tracking:

    • All orders include tracking information, which will be provided via email once your order has shipped.

  • Insurance:

    • Shipments are insured against loss or damage. If you encounter any issues, please contact us promptly.

 

 

7. Order Tracking

  • Tracking Information:

    • Tracking Number

    • Carrier Name

    • Link to Track Your Package

    • After your order has been shipped, you will receive an email containing:

  • How to Track Your Order:

    • Visit the carrier's website.

    • Enter your tracking number to view the status and estimated delivery date.

  • Assistance:

    • If you have questions or need assistance with tracking, please contact our Customer Service.

 

 

8. Delivery Issues

8.1 Delayed or Lost Packages

  • Delayed Delivery:

    • If your package is delayed beyond the estimated delivery time, please contact us at support@medicalmobilitysupply.com or 1-804-315-3950.

  • Lost Packages:

    • Verify the shipping address provided.

    • Check with neighbors or building management.

    • Contact us for further assistance.

    • If your tracking information indicates that your package was delivered but you have not received it:

8.2 Damaged Packages

  • Reporting Damage:

    • Take photos of the damaged packaging and items.

    • Contact us within 7 days at support@medicalmobilitysupply.com.

    • If your package arrives damaged:

  • Resolution:

    • We will work with you to arrange a replacement or refund as appropriate.

 

 

9. Missing Items

  • Reporting Missing Items:

    • Contact us within 7 days of receiving your package.

    • Provide your order number and details of the missing item(s).

    • If any items are missing from your order:

  • Resolution:

    • We will investigate and resolve the issue promptly by sending the missing item(s) or offering a refund.

 

 

10. Return and Refund Policy

  • Returns:

    • Returns are accepted only for select products if damaged within 30 days of receiving your order.

  • Conditions for Returns:

    • Items must be damaged inline with manufacturer policies to submit a return.

  • Return Shipping Costs:

    • Customer Responsibility: Return shipping costs are the customer's responsibility unless the item is defective.

    • Company Responsibility: If the return is due to our error, we will cover the return shipping costs.

  • Refunds:

    • Refunds are processed within 14 days after receiving the returned item.

    • Refunds will be issued to the original payment method.

  • For More Information:

    • Please refer to our Return and Refund Policy for detailed information.

 

 

11. Incorrect Address

  • Address Accuracy:

    • Please ensure that all shipping information is correct. We are not responsible for orders shipped to incorrect addresses provided by the customer.

  • Returned Packages:

    • We will contact you to arrange reshipment.

    • Additional shipping charges may apply.

    • If a package is returned to us due to an incorrect address:

 

 

12. International Customs and Duties

  • Customs Clearance:

    • International shipments may require customs clearance, which can cause delays beyond our original delivery estimates.

  • Taxes and Duties:

    • Import duties, taxes, and charges are not included in the item price or shipping cost. These charges are the buyer's responsibility.

  • Customs Policies:

    • Customs policies vary widely by country. Please contact your local customs office for more information.

 

 

13. Contact Information

If you have any questions or concerns regarding your shipment, please contact us:

  • Customer Service Email: support@medicalmobilitysupply.com

  • Customer Service Phone: 1-804-315-3950

  • Company Address:

    • Medical Mobility Supply

    • 8401 Mayland Drive STE A

    • Richmond, VA 23294

    • United States

Our customer service team is available Monday to Friday, 9 AM to 5 PM EST.

 

 

14. Changes to This Shipping Policy

We reserve the right to modify this Shipping Policy at any time. Changes and clarifications will take effect immediately upon posting on the website. We encourage you to review this policy periodically.

 

 

Thank you for shopping with Medical Mobility Supply!

We appreciate your business and are committed to providing you with exceptional service.