Shipping policy
How your order ships
Your order ships directly from the manufacturer or an authorized distributor’s U.S. warehouse. This keeps your equipment factory-sealed and gets it to you faster.
Order processing
Orders are processed within 1–3 business days (Monday–Friday, excluding federal holidays). Orders placed on weekends or holidays begin processing the next business day. You’ll receive an order confirmation right away, and a shipping confirmation with tracking once your item leaves the warehouse.
Shipping costs and delivery times
Shipping costs are calculated at checkout based on your item and delivery address, and you’ll see the exact amount before you pay. Most orders arrive within 3–7 business days after shipping. Large items such as wheelchairs may take longer. Delivery dates are estimates, and carrier delays, weather, and holidays can add time.
Orders with multiple items
Items in the same order may ship from different warehouses. When that happens, each package has its own tracking number, and packages may arrive on different days.
Where we ship
We ship within the United States only. We can’t ship to P.O. boxes, APO/FPO/DPO addresses, or U.S. territories. If we can’t deliver to your address, we’ll contact you before shipping and offer a full refund.
Larger items
Wheelchairs, rollators, knee walkers, and walkers ship in large boxes to your front door or curb. In-home setup is not included. Some items arrive partially assembled, with instructions in the box. We recommend having someone available to help bring the box inside.
Damaged, lost, or wrong items
Please inspect your package when it arrives.
- Damaged in shipping: email photos of the box, label, and damage within 48 hours of delivery. Keep all packaging.
- Wrong item: email your order number and a photo of the item within 7 days.
- Marked delivered but not received: check with neighbors and around your property, then contact us within 7 days.
- Defect or stopped working: see the warranty section of our Refund Policy.
Once a claim is confirmed, we’ll arrange a replacement or refund at no cost to you.
Address changes
Please double-check your address at checkout. Contact us within 2 hours of ordering to correct it, because we can’t change the address once an order ships. If a package is returned because of an incorrect address or refused delivery, we’ll refund the item price minus any return shipping charged to us.
Delays and cancellations
If an item is backordered or can’t ship within our processing time, we’ll email you a new estimated ship date. You can choose to wait, or cancel for a full refund. You may cancel your order free of charge within 24 hours of placing it.
Contact us
Email: support@dlhomemedicalgroup.com
Phone: (803) 806-0661. If we miss your call, leave a message and we’ll call you back within one business day.
D&L Home Medical Group LLC, South Carolina