Easy Returns

Easy Return Policy

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Our Easy Return Policy means a convenient way to return or exchange any eMed Stores purchase.

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At eMed Stores, our goal is that you are completely satisfied with your purchase. We take pride in the quality of the products we sell and offering great customer service is our top priority. However, occasionally you may order a product that doesn’t work for you. If you are not completely satisfied with your purchase, please follow the guidelines detailed below and we will be happy to assist you in returning the product.

In order to expedite a return, please contact the Customer Service department at (888) 929-3633 ext. 3 or send an email to customerservice@emedstores.com for a Return Merchandise Authorization (RMA) number.

When requesting an RMA, please provide the representative with your Purchase Order Number (PO), Model/Serial Number (when applicable), reason for return, and a valid email address. RMA numbers expire after 15 days of issuance. RMA numbers not verified as returned will be discarded after 45 days. To ensure receipt of your package, you may email Customer Service with a return tracking number from the carrier of your choice. We will be happy to trace the item back to the manufacturer and follow up as necessary. 

Because we drop ship all items directly from the manufacturer, all returns will be processed through the appropriate returns facility designated by the vendor.

 

***eMed Stores cannot accept any unauthorized return without a previously issued RMA number.

 

Return Policy

Most merchandise can be returned within 30 days in unused, like-new, 100% saleable condition and in the original manufacturer's packaging for a full refund via credit in any of our stores. If you choose not to accept store credit, applicable restocking fees will be applied.

All returns must be returned at the customer’s expense and must meet the following conditions:

  • Product must be in unused, like-new, 100% saleable condition
  • Product must be returned in original manufacture’s packaging
  • A Return Merchandise Authorization (RMA) number must be requested from eMed Stores within 30 days of receipt.
  • Once a RMA number has been received, products must be received within 15 days. 

If you are uncertain as to how your specific purchase is reflected in this policy, please email us at customerservice@emedstores.com or call us at (888)-929-3633.

 

Restocking Fee’s

In most cases, a small 15% restocking fee is applied to products being returned to the manufacturer. Some products require a 25% restocking fee for returns. These include and are not limited to:

  • Hospital Bed Frames/ Packages
  • Adjustable Bed Frames/ Packages
  • Unopened Hospital Bed Mattresses**
  • Patient Lifts
  • Overhead Track Lifts

*Special orders cancelled after 24 hours of purchase are subject to a 15% order cancellation fee.

**For hygienic reasons, opened mattresses and related products are non-returnable.

 

Non-Returnable Items

Labor, Delivery and/or installation services (i.e. White Glove or Inside Delivery)

*Special orders that are non-stocked items cancelled after 24 hours of purchase are subject to a 15% order cancellation fee.

**For hygienic reasons, the following products are NON-RETURNABLE:

  • Mattresses, Overlays and Bedding.
  • Slings for Patient Lifts

PLEASE NOTE: Products returned without a Return Authorization number will NOT be credited.

 

Shipping & Handling 

At eMed Stores, we are proud to offer our customers free shipping on orders over $99 (some exclusions apply). All shipping charges are non-refundable. If the item you purchased included free shipping, the actual cost of shipping the item will be deducted from your refund.

Unless an error was made by eMed Stores, return freight is the customer's responsibility. We will be happy to help you determine which shipping method to use once you have requested your Return Merchandise Authorization (RMA) number. We highly recommend insuring larger items for their retail value to protect against shipping damage.

Please be sure to carefully follow all return-shipping instructions that are included with your RMA number. If an item is returned to the wrong address, eMed Stores reserves the right to charge for any additional shipping fees associated with shipping the item to the correct location.

 

Cancelled or Refused Items 

Orders cancelled after the item has shipped are subject to all standard return policies. You must accept delivery, obtain a Return Merchandise Authorization number and ship the item back to the correct address. 

This policy is the same for Refused Delivery orders. If delivery of an item is refused (unless refused due to damage), return shipping costs are deducted from the issued credit and applicable restocking fees will be applied. Expedited and Guaranteed shipping costs will not be credited if delivery is refused. 

PLEASE NOTE: All Refused orders are subject to a standard $25 minimum return shipping fee that will be charged in addition to any applicable restocking fees on all orders over $100 being shipped via Ground services (UPS, FedEx. Etc). A $100 minimum return shipping charge will be assessed in addition to any applicable restocking fees to items traveling via LTL Freight.

 

Damaged / Defective Items

If you discover an item has been damaged in shipping, please refuse delivery. Then immediately contact us at (888) 929-3633 or email us at customerservice@emedstores.com. A Return Merchandise Authorization number is still required for refused deliveries.

All damage/ shortage claims must be made within 72 hours of receiving the product (Please note all damages on the Bill of Lading). 

This will allow us to report to the manufacturer the damage and inform them the product is being returned.  Additionally, it allows us to immediately replace and re-ship a new product or credit you for the return.

If your item is defective, please call us at (888) 929-3633 or email us at customerservice@emedstores.com. We will arrange for the item to be repaired or replaced promptly.

 

White Glove Delivery

If your order was delivered and set up through a White Glove service, the applicable charges are NON-REFUNDABLE.

 

Oversized Items

Oversized items such as hospital beds, mattresses must be shipped via freight. To return an oversized item, please call the Customer Service department or email customerservice@emedstores.com and an associate will help you with the return process. 


To ensure that your oversized item return is processed correctly, please follow these packing instructions:

  • Box the item safely and securely.
  • Include the packing slip, all original packaging and all accessories.
  • Tape the box shut and secure it to the pallet it was previously delivered on (if applicable).

Follow the return instructions given to you by the Customer Service representative carefully. When the item is received at the warehouse, we will process your return request. If you are not requesting a replacement item, you will be credited less the applicable restocking fee and freight charges. If there was an error on our part related to your order, we will waive all restocking fees and applicable shipping charges and credit your account back in full.

 

Credits

Once your return is received, eMed Stores will issue a credit to the original form of payment. Please allow up to 30 days for your credit to be issued. If you paid by check or money order, we will issue a check within 30 days. 

Total Refund Processing Time Includes:

  • 5-10 business days for us to receive return from shipper
  • 5-10 business days for us to verify and process your return
  • 2-10 business days for the bank to post the credit back to your account.