Got questions about shipping and delivery? Check our frequently asked questions below.
1. How long will my order take to process and arrive?
Orders are normally processed and ready for shipment within 48 hours after checkout.
After dispatch, estimated delivery takes 3–7 business days, based on your shipping location.
Please keep in mind delivery timelines are estimates. Delays may occur due to courier backlogs, severe weather, or other unforeseen events outside our control.
2. Where do you ship your products from?
All orders ship directly from our US-based warehouse.
3. What regions do you ship to?
We currently ship exclusively to the continental United States (US mainland).
We cannot ship to the locations listed below for the time being:
• Alaska • American Samoa• Guam • Hawaii • Marshall Islands • Northern Mariana Islands • Palau • Puerto Rico • U.S. Virgin Islands • Armed Forces Americas (AA)
• Armed Forces Europe (AE) • Armed Forces Pacific (AP)
We plan to expand our shipping coverage in the future.
4. Is shipping free? Are there hidden taxes or extra charges?
Free shipping applies to all qualifying orders.
No extra shipping charges or import fees will be applied for shipments within our supported delivery zone.
5. What shipping carrier do you use?
We ship primarily via FedEx Ground.
6. How do I track my package?
Once your item leaves our warehouse, we will send a shipping confirmation email containing your tracking number.
One tracking number will be provided for each shipment.
You can monitor your delivery status directly on the official FedEx tracking page.
If your order includes multiple packages, tracking updates may appear separately as each parcel is scanned by the carrier.
7. What to do when my package arrives damaged?
We sincerely apologize if your wheelchair arrives damaged. Electric wheelchairs are large, heavy items, so we suggest inspecting your package thoroughly upon delivery.
If damage is found:
1. Capture clear photos of the outer box and any visible damage before opening, if possible.
2. Take photos or short videos of the wheelchair and broken components.
3. Retain all original packaging and packing materials.
4. Do not operate the wheelchair if damage compromises safe use.
5. Reach out to our customer support promptly. Include your order number, media files, and a description of the damage.
Our team will review your submission and guide you through the next steps.
8. My tracking status hasn’t updated. What now?
After shipment, the courier’s tracking system often needs time to refresh location data.
If there is no movement on your tracking for multiple days, send us your order ID and tracking number, and we will look into your shipment status.
9. Tracking shows delivered, but I never received my packageIf the tracking marks your package as delivered but you haven’t received it:
First check around your property, and ask family members or neighbors if they accepted the parcel.
You may also view detailed delivery proof on the FedEx tracking portal.
If you still cannot locate your package, contact our support team with your order and tracking details so we can launch an investigation.
10. Can I update my shipping address after placing an order?
If your order hasn’t shipped yet, contact us right away with your order number and corrected address.
We will try our best to modify the address before dispatch.
Once the package has been handed over to the carrier, address changes are no longer possible.