FAQ

Freight Costs

Larger items will be delivered by special arrangement by calling 844-385-8582, cost of delivery will be determined at that time. The patient is informed at the time of order if there will be any additional shipping, handling or other charges due to the size or specialized equipment.

Manufacturer information on safety and proper use of equipment will be sent with all equipment purchased, additional information is available by calling 844-385-8582.

Returns and Credits

Please keep our return policy in mind as you unpack your order and check your packing list. If you need to return an item, please review our Return Policy below and submit an online Return Authorization Request or contact our customer service line @ 844-385-8582. We want our customers to be completely satisfied with their purchase, we offer a no hassle return policy.

Most items may be returned within 30 days of receipt for a full refund.

They must be returned at the customer’s expense in their original packaging and meet the following conditions:

· A Return Authorization must be requested from Ecumen Store within 30 days of delivery of the product.

· Once a Return Authorization has been received, products must be returned within 14 days.

· Returned products must be in salable condition, original package, full unit of measure and no writing on product or package

· Products returned after 60 days, and up to one year, will be assessed a 20% restocking fee.

· Special orders may not be returned for credit

· Return freight charges will be deducted from credit where appropriate.

There are certain products that are custom-made by the manufacturer and are non-returnable. These include:

· Lift Chairs

· Wheelchairs

· Cushions and Backs

· Special Order Items

· Open-Box Items

For hygienic reasons, the following products are non-returnable:

· Bath safety equipment

Cancelled Orders

Orders cancelled after the item has shipped are subject to all standard return policies. You must accept delivery, obtain an RA Number and ship the item back to the correct address. If delivery of an item is refused, return shipping costs are deducted from the issued credit and a 25% restocking fee (minimum $25) will apply.

Credits

Once your return is received, Ecumen Store will issue a credit to the credit card used for the purchase. Please allow up to 2 weeks for your credit to be issued.

If your item is defective or was damaged in shipping, please call us at 844-385-8582 or email us at ecumenstore@ecumen.org and we will arrange for the item to be repaired or replaced promptly.

Using Your Insurance

The Ecumen Store accepts virtually all insurances for third party billing. Please contact us regarding insurance requirements @ 1-844-385-8582.

Prices are subject to change and may vary by location.