Shipping and Return Policy

Free Shipping

To take advantage of free shipping, simply add your desired items to the cart and proceed to checkout. When selecting your shipping method, choose Free Economy Shipping, then continue entering the required information to complete your order.

Please note that certain products may ship via freight carrier or may be classified as oversized. Due to the size, weight, or specific shipping requirements of these items, free shipping may not always apply. Products marked with a “freight oversized” icon are still eligible for free shipping when delivered to a commercial address with a loading dock. Additional services—such as residential delivery, lift gate service, or inside delivery—will incur extra charges.

If you have any questions, please contact us or refer to our full shipping policy for more details.

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Shipping Policy

Overview

We are committed to processing and shipping your order as quickly as possible. Each item is carefully inspected prior to shipment, and we take extra care in packaging to ensure your order arrives safely.

In-stock orders typically ship within 1–2 business days via UPS Ground, FedEx, or USPS. Some products may be shipped directly from the manufacturer and may require additional processing time.

For your convenience, once your order has shipped, you will receive a shipping confirmation email that includes tracking information from UPS, FedEx, USPS, or the applicable delivery service.

Shipping Limitations

1. Free shipping on orders over $100 applies to ground shipping within the contiguous United States (lower 48 states) only. This offer does not apply to shipments to Hawaii, Alaska, Puerto Rico, or Canada.
2. Certain items—such as heavier products, oversized items, or those requiring freight or liftgate delivery—may have specific shipping conditions. Free shipping for these items is available only for deliveries to commercial locations with a loading dock.
3. Care Quality Medical Supplies does not ship to international addresses, PO boxes, or APO/FPO addresses under any circumstances.
4. We do not offer customer pickup for any orders.
5. For items that include free shipping, the shipping cost is incorporated into the total product price.
6. Shipping charges are non-refundable under all circumstances.
7. Orders are shipped Monday through Friday only. We do not process or ship orders on weekends or holidays.
8. Estimated shipping times are based on business days and do not include weekends or holidays.

Expedited Shipments

Expedited orders are processed and shipped Monday through Friday only, excluding weekends and holidays. Shipping options such as 1-day, 2-day, or 3-day delivery refer to business days only.

Orders placed after 2:00 PM or on weekends will be processed and shipped on the next business day.

Please note that liftgate freight deliveries are not brought inside a residence or business. Deliveries are made curbside or may be placed in a driveway, porch, or garage, in accordance with the freight carrier’s policies.

Drop Ship Orders

Orders fulfilled directly by manufacturers are subject to the manufacturer’s inventory availability and shipping timelines. Certain items may be classified as special order or built-to-order and typically require approximately 5–7 business days to ship.

We make every reasonable effort to provide estimated shipping lead times on each product page. If you have questions regarding our shipping policy or would like to confirm availability or lead times for a specific drop-shipped item, please contact us through our Contact Us page.

If you require expedited shipping for a drop-shipped item, please place your order by phone to ensure that expedited service can be arranged.

Shipping to Canada and Puerto Rico

Shipments to Canada and Puerto Rico require additional shipping fees and a valid telephone number for customs documentation. Please ensure your phone number is included with your order.

Care Quality Medical Supplies is not responsible for any duties, taxes, tariffs, or brokerage fees associated with shipments to Canada or Puerto Rico. Carriers such as UPS and FedEx may charge brokerage fees to process customs paperwork, collect applicable taxes (often C.O.D.), and remit those payments to the appropriate authorities.

Orders requiring shipping methods other than ground service (including Express, Overnight, Second Day, or similar options) must be placed by phone to ensure expedited handling.

Disclaimer

While we strive to ship all in-stock items within 1–2 business days, shipping times may vary due to inventory availability, drop-shipping arrangements, carrier delays, or other factors beyond our control.

Accordingly, our shipping timelines should not be interpreted as a guarantee or promise of shipment on a specific date.

Title and Risk of Loss

Ownership (title) of purchased items transfers from Care Quality Medical Supplies to the customer at the time the order is shipped. By placing an order, you agree to assume full responsibility for the accuracy and deliverability of the shipping address provided.

Care Quality Medical Supplies does not cover forwarding costs for shipments under any circumstances.

Additionally, Care Quality Medical Supplies is not liable for delays, damages, or failures in delivery resulting from events beyond our reasonable control, including but not limited to acts of God, war, riots, seizures, terrorist activities, embargoes, or similar unforeseen events.

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Return Policy

Overview

We stand behind the quality of the products we offer. All merchandise is sold brand new, in the original manufacturer’s packaging, and includes the applicable manufacturer’s warranty unless otherwise noted.

Customers are responsible for all shipping charges. Items advertised with free shipping are offered for convenience, and the associated shipping cost is incorporated into the product price.

All prices and transactions are processed in U.S. currency. Please note that all sales are considered final, except under the conditions outlined below.

Product Warranty

All products are covered exclusively by the manufacturer’s warranty and are subject to the terms and conditions set by the manufacturer. Warranty details are typically included with the product and, when available, are also provided within the product listing.

Manufacturers warrant their products against defects in materials and workmanship. If a product is determined to be defective under warranty, it may be repaired or replaced in accordance with the manufacturer’s policies.

Care Quality Medical Supplies will assist customers with warranty-related concerns within the first 14 days from the date of purchase. After this period, customers must contact the manufacturer directly for all warranty claims and support. In many cases, manufacturers can troubleshoot and resolve issues remotely.

For additional information or assistance in contacting a manufacturer, please call us at (800) 986-0525 or (630) 986-1700 for international inquiries.

Money Back Guarantee

If you decide to return a non-defective, unused item, you must request a Return Authorization Number (RA#) within 14 days of the purchase date by phone or email. Returns will not be accepted without a valid RA#.

Eligible returns must be in 100% original, unopened packaging and in resalable condition. This includes all original packaging materials, manuals, cables, registration cards, accessories, and the UPC label with an unbroken seal.

Shipping charges are non-refundable. For items that originally qualified for free shipping, the actual outbound shipping and handling cost will be deducted from the refund, or a 15% restocking fee will apply—whichever amount is greater.

We reserve the right to apply additional restocking fees for items that do not meet return requirements. We also reserve the right to refuse any return that does not comply with these conditions.

The Money Back Guarantee does not apply to items designated with a “Limited Return Policy.”

Defective Returns

If you receive a damaged or defective item, please contact us immediately for assistance. Defective items may be eligible for exchange or repair, at our discretion, within 14 days from the date of purchase.

If an exchange or repair is not available, we reserve the right to apply a restocking fee of 10–20%, depending on the condition of the returned item. Refunds or credits will not be issued after the 14-day period. After this timeframe, all warranty matters must be handled directly with the manufacturer in accordance with their warranty terms.

Before a return can be approved as defective, the product must be diagnosed as defective by the manufacturer’s Technical Support team. A list of manufacturer contact numbers is available on our “Shop by Brand” page or by contacting us directly.

If an item is returned as defective but is found, upon inspection, to be in working condition, the refund will be reduced by the actual shipping costs incurred as well as a restocking fee of 20–35%, based on the condition of the returned item.

Please retain all original packaging materials until you are certain the product is functioning properly. Many manufacturers require the original packaging for returns. Items returned without original packaging may be subject to additional restocking fees or denial of credit. Customers are responsible for securely packaging returned items to prevent damage during transit.

Limited Return Policy Items

Certain products are sold under a Limited Return Policy. These may include, but are not limited to, special or custom-order items, freight (LTL) shipments, products restricted due to health, sanitation, or safety regulations, and items that are worn, inserted, or used for personal health purposes. These items are clearly labeled as “Limited Return Items” on their respective product pages.

Items designated with a Limited Return Policy are subject to the following conditions, which differ from the standard return policy:

• A Return Authorization Number (RA#) must be requested within 5 days of the purchase date by phone or email. Returns will not be accepted without an RA#.
• Returns are only accepted if the item is confirmed to be defective.

Defective Limited Return Items

If a Limited Return item arrives damaged or defective, please contact us immediately. Eligible items may be repaired or exchanged, at our discretion, within 14 days of purchase.

If a repair or exchange is not possible, a restocking fee of 20–35% may be applied based on the condition of the returned item. No refunds or credits will be issued after 14 days.

All returned items must be in their original packaging and include all components, such as manuals, cables, accessories, registration cards, and the UPC label with an intact seal. After 14 days, all warranty claims must be handled directly with the manufacturer.

As with standard returns, items must be confirmed as defective by the manufacturer’s Technical Support team prior to return approval. Manufacturer contact information can be found on our “Shop by Brand” page or by contacting us directly.

Note: Freight items are typically shipped via LTL carrier and may arrive on a pallet. Please retain all packaging materials until you are certain the item is functioning properly. Complete packaging is required for all freight returns. Items returned without full packaging may be subject to up to a 35% restocking fee or may not be eligible for any credit.

Undeliverable, Unauthorized or Refused Returns

Care Quality Medical Supplies does not accept unauthorized returns or exchanges. Any package returned without a valid Return Authorization Number (RA#) will be refused upon arrival at our warehouse.

For shipments that are refused or deemed undeliverable, a restocking fee ranging from 20% to 35% will be applied, in addition to any applicable shipping and handling charges. Additional fees may also apply if the returned merchandise is not in complete, original, unopened, and resalable condition.

To ensure faster processing, we recommend accepting delivery of your order and then contacting us to arrange a return. This allows us to process your return and issue a refund more efficiently—typically within a few days after receiving the item. Refused shipments are returned through the carrier and may take 2–3 weeks to arrive back at our facility. Please note that we cannot process any return until the product has been received and inspected.

Return Instructions

To initiate a return, please contact us at (800) 986-0525 or (630) 986-1700 (international) to obtain a Return Authorization Number (RA#). Returns of any kind will not be accepted without a valid RA#.

RA numbers are valid for 14 business days from the date of issuance, and returned items must be received at our warehouse within 30 days of the original invoice date.

We are not responsible for packages that are lost, stolen, or damaged during return transit. We strongly recommend insuring your return shipment and using a carrier that provides tracking and proof of delivery for your protection. All approved returns must include a valid tracking number.

Once your return is received, inspected, and approved, please allow up to 14 business days for a refund to be issued in the form of account credit or a check.

All returned items must be in 100% complete, original, unopened packaging and in resalable condition. This includes all packaging materials, manuals, cables, registration cards, accessories, and the UPC label and/or unbroken seal. We reserve the right to charge up to a 35% restocking fee or refuse any return that does not meet these requirements.

All returns must be placed inside an outer shipping carton, with the RA# clearly written on the shipping label only. Please do not write directly on the product packaging or box.

For items that originally qualified for free shipping, the actual outbound shipping cost will be deducted from your refund. Customers are responsible for all return shipping and handling charges.