Shipping & Returns

UPDATED RETURN POLICY

Due to concerns surrounding COVID-19, we are temporarily amending our return policy effective immediately. All sales are now final, both in-store and online. We will not be accepting any returns until further notice. 

Shipping Policy

Special Needs Group strives to get your order processed and to your door as quickly as possible. Most "in stock" items with 1 Business Day Shipping, 2 Business Day Shipping, 3 Business Day Shipping, and Ground Shipping placed prior to 2:00 PM Eastern Time (Monday-Friday excluding holidays) ship the same day. All orders with these shipping methods placed after that time will ship the next business day. "Special order" items may require additional processing time.

Most Standard Shipping orders will ship from our facility within 1 business day (Monday - Friday excluding holidays) after the order is placed.

Orders typically enter the shipping process very quickly. Unfortunately, orders that are already in our warehouse shipping process cannot be canceled.

Please note that we may contact you for additional information before processing your order. Orders of $1,000 or more will only be shipped to the billing address of the credit card provided and cannot be shipped to any other address. Large first time or international orders may require a wire transfer payment.

Shipping options do not include Saturday service. Time guarantees include business days only (Monday - Friday excluding holidays).

Service guarantees do not apply when transportation networks are disrupted due to inclement weather or other events.

 

Return Policy

Return of new and unused items will be accepted if received within 30 calendar days of the date you received your order. Return of items sold on our site as used items must be received within 15 calendar days of the date that you received your order.

To begin the return process, please contact us at 1-800-513-4515.


Returned items must be packaged properly and received at our warehouse undamaged. Please note that new packing material will need to be used for the return of heavy items such as batteries, powerchairs and scooters. Re-using our packing material may not be adequate. Our packing material is designed for a one way shipment from our warehouse to the customer. Any return where the item is received broken or damaged due to poor packaging (or damaged for any other reason) will receive a reduced refund down to and including $0.00 based on the condition in which it is received.

Refunds are for the item purchase price only and will be made only to the payment method of the original order. Shipping charges are non-refundable. Return shipping is the responsibility of the customer.

Shipping Carrier Returns (Refused Delivery, Return to Sender, Bad Address, Etc.)

All items returned to us by the shipping company (UPS or USPS) due to customer refusal, incorrect address entered by the customer at checkout, or any other reason beyond our control will be credited for the purchase price of their item, less the cost of return shipping incurred for the item to get back to Special Needs Group. In other words, the original cost of shipping is for a one way shipment, from our warehouse to the customer shipping address, only. A refused shipment has additional shipping costs on the return trip back to our warehouse.

In addition, the original shipping charge will not be refunded.

If an item is returned to us due to an incorrect address entered at the time of checkout, it will be processed as a standard customer return and the customer must place a new order if they still wish to receive the item.

Return Processing

Returns are processed in the order in which they are received and you should expect to receive your return credit as soon as your return is processed. Processing times will vary based on the volume of incoming returns and can be as long as 3 weeks from the date your return is received.

Restocking Fees

All items not covered below are subject to a 10% restocking fee when returned.

The following items will have a 25% restocking fee applied:

1. All special order items. Any item not listed on the site is also a special order item.
Under certain conditions:
2. Power Mobility equipment of any kind.

If these items are NEW and unopened, the standard return policy applies.
If these items are opened, but unused, the item is subject to a 25% restocking fee.

If these items are purchased USED and opened, the item is subject to a 25% restocking fee.


Returned Orders that Qualified for Free Shipping

Returned orders no longer qualify for free shipping. Orders that originally qualified for free shipping will have the actual outbound shipping cost deducted from the total amount refunded unless the remaining total, minus the refund, is still eligible for free shipping.

Non-Returnable Items Sold "As-Is"

The items below are sold “as-is” without any expressed or implied warranty:

1. All seat assemblies for Jazzy, Pride & Shoprider scooters & power chairs; including seat bases and seat backs. These seating products are special ordered and manufactured on an order by order basis and are not returnable. Seats for Go-Go scooters (made by Pride Mobility) are excluded and are returnable.
2. Scratch and dent items.
3. Seat cushions