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Shipping & Returns

 

Return Policy

We accept returns within 30 days from the date you receive your order.

Please note the following exceptions:

  • Non-returnable items include custom orders such as wheelchairs, power wheelchairs, cushions, bath equipment, tables, and mats.
  • Additional items may also be non-returnable due to hygiene concerns or the nature of the product.

Return Conditions:

  • Items must be unused, in their original packaging, and in new condition.
  • Some products are subject to a 15–25% restocking fee, based on manufacturer requirements. Please refer to the specific product's detail page for return eligibility and restocking fee information.

How to Initiate a Return:

  1. Contact us at customerservice@allterrainmedical.com before returning any items.
  2. Please provide your order number and product details.
  3. We will guide you on the appropriate return process and shipping method.
  4. Include a letter with your return that contains:
    • Your order number
    • Our return authorization number
    • The reason for the return

Additional Notes:

  • For canceled items that have already shipped, or for refused deliveries, both original and return shipping costs will be deducted from your refund, and a restocking fee will apply.
  • If your item is defective or damaged during shipping, please notify us by email immediately.
  • Returns missing required documentation may not be eligible for credit.
  • Once returned items are received and verified, your refund will be issued to your original payment method or account.

Compatibility with Existing Parts

While we do our best to help you find the right parts, it is ultimately the customer's responsibility to ensure part compatibility before ordering. Any return shipping and applicable restocking fees will be deducted from your refund.

Refund Method

  • Customers are responsible for return shipping costs.
  • For items shipped with free shipping, the actual shipping cost will be deducted from the refund.

Shipping Policy

  • Most standard orders are shipped within 24 hours of placement.
  • Custom or specialized items (e.g., wheelchairs) may take longer to ship.
  • All orders are shipped via ground delivery within the continental United States.

International Orders:

  • Shipping rates vary depending on destination and delivery speed (Overnight, 2nd Day, etc.).
  • We require your full address (including ZIP code) and phone number for shipping estimates.

Once your order is placed:

  1. You’ll receive an email confirmation with your order details.
  2. A second email will follow once the item has shipped, including tracking information.
  3. You can track your order status anytime by logging into our website using your customer ID and password.