We accept returns on most items that are shipped within two weeks (14 days) of customer receiving order. The item must be in brand new, unused condition and returned to us with its original packing to get a refund. *Exceptions are bed and chair pads due to hygiene unless it is a manufacturer warranty. After the 14 days, the warranty will cover any defects in the product and only allows for repair or replace as needed. Include a copy of your packing slip. We do not pay or refund shipping costs. If your receive FREE SHIPPING, the actual cost of shipping your product to you will be deducted from your refund. There is a 20% restocking fee for ALL returns. No exceptions. The restocking charge covers some of our costs associated with making the product ready to be used with another customer. Like any business, we either have to cover our costs with a restocking charge or by increasing the price of the product -- which wouldn't be fair. Sometimes we're asked why we charge a restocking charge when the product is returned in "new" condition. If the box has been opened we have a responsibility to send it through our complete inspection and repackaging process so that we know it will be safe, spotless, and hygienic for the next customer that uses it.
If the product(s) is defective or the wrong product was shipped, we will cover the cost of shipping back to us.
You should expect to receive your refund within Two weeks of giving your package to the return shipper, however, in many cases you will receive a refund more quickly. This time period includes the transit time for us to receive your return from the shipper (5 to 10 business days), the time it takes us to process your return once we receive it (2 to 3 business days), and the time it takes your bank to process our refund request (2 to 3 business days).
Exceptions: Returned bed pads and chair pads are not returnable due to hygiene issues.
If you need to return an item, simply login to your account, view the order using the "Complete Orders" link under the My Account menu and click the Return Item(s) button. We'll notify you via e-mail of your refund once we've received and processed the returned item. If you have not created an account please email us at firstname.lastname@example.org or call 866-8087532 for an RMA. Returns will not be processed without a prior return authorization number. Sensor pads and floor mats cannot be folded or tightly rolled. Pads can be loosely rolled with packing such as air pillows or packing peanuts and placed in the center. IF RETURNED WITH A FOLDED OR CREASED SENSOR PAD OR FLOOR MAT, THAT ITEM MAY NOT BE REFUNDABLE!
Please note that if you give us an incorrect address and your item is returned to us we will have to charge you again for shipping. And your delivery will be delayed. Please be careful that your address is complete and correct.
Shipping If you place your order before 11:00 am Pacific Time, your order will be shipped on the same day. One thing for certain.... no one ships your order faster than NursingHomeAids.com. Our organization is set up to process and ship your order the same day on most items. We offer a complete selection of shipping options to get it to you when you need it. As always, if you have any questions regarding our shipping - or products - please call us (we answer our phone!). When you place an order, we will estimate shipping and delivery dates for you based on the availability of your items and the shipping options you choose. Shipping rates for many items we sell are weight-based. Your order will be shipped by USPS Parcel Post or FedEx Ground, depending on size and weight.. The normal transit time is 2 to 5 days - depending on the location in the U.S. If you need it faster please indicate FedEx Express.
FedEx: Delivery days and times vary by service type:
- FedEx Express Priority Overnight and 2nd day: Monday through Friday, 8 a.m. to 6 p.m. (we do not offer Saturday Delivery)
- FedEx Ground: Monday through Friday, 8 a.m. to 7 p.m.
- FedEx Home Delivery: Tuesday through Friday, 9 a.m. to 8 p.m.; Saturday, 9 a.m. to 3 p.m.
Please note, specific delivery times may vary by location, especially for rural areas.
If you have any questions about transit times, please call us (408-921-6760). We will be glad to assist.
We ship Monday thru Friday. We don't ship on New Year’s Day, Memorial Day, 4th of July, Labor Day, Thanksgiving Day and Christmas.
All items are shipped by a traceable method. This means that if you do not receive your order, we can find out from the shipper where and when it was delivered. If you do not receive an item that FedEx or the Post Office claims was delivered:
1 - Check with your neighbors. We have many cases where a neighbor has taken a package and forgotten to notify someone.
2 - If your package was left on your step and stolen, please file a police report. Send a copy of the report to your homeowner’s insurance company and the shipper. Your homeowners insurance may cover the cost of stolen items. If the shipper has a dishonest driver, this will alert them.
3 - If a complete investigation shows that we did not ship the package, we shipped it to the wrong address, or that we were at fault then we will re-ship it at our expense.