Returns

Returns & Refund Policy

Thank you for shopping at At Home Care Supplies. If something is wrong with your order or you need to request a return, please contact us so we can help.

This policy should be read alongside our Terms of Service and Shipping & Delivery Policy.

Return Eligibility and Supplier-Specific Terms

Our standard return-request period is 30 days after receiving your item.

Some manufacturers and suppliers have different return periods, eligibility requirements, exclusions, restocking fees, or shipping requirements. Applicable supplier-specific terms will be communicated before your order is processed.

For an eligible change-of-mind return, the item must be:

Unused and in the condition received.
In its original packaging with included components, accessories, manuals, and tags.
Accompanied by proof of purchase.
Authorized for return before shipment.

Custom-made or personalized products are not eligible for change-of-mind returns. Additional product-specific exclusions may apply when disclosed before purchase.

Damage caused during installation, assembly, misuse, or handling after delivery is not shipping damage and may affect return eligibility.

These change-of-mind conditions do not determine how we handle products that arrive damaged, defective, or incorrect. Please follow the relevant instructions below.

Requesting a Return

Email sales@athomecaresupplies.com with your order number, the item you wish to return, and the reason.

If your return is approved, we will provide a Return Merchandise Authorization (RMA), the correct return address, shipping instructions, and applicable charges.

Do not send a product back before receiving authorization. Products may need to return directly to a supplier rather than to At Home Care Supplies.

Return Shipping and Restocking Fees

For change-of-mind returns, customers are responsible for applicable return shipping and handling charges.

At Home Care Supplies does not add a restocking fee of its own. Supplier restocking fees may apply when disclosed before order processing.

A return label, if provided, does not necessarily mean return shipping is free. Applicable costs will be explained with your return instructions.

Pack the item securely and follow the RMA instructions. Use a trackable shipping service and consider shipping insurance. Damage or loss during return transit may affect the refund.

Cancellations and Refused Deliveries

To request cancellation, email us promptly with your order number. Orders may be canceled before dispatch, subject to any custom-order or supplier-specific terms disclosed before purchase.

If shipment has already begun, cancellation may no longer be possible. The order may need to be handled under the applicable return policy.

Refusing an undamaged, correctly shipped product because you no longer want it is a change-of-mind return. Return eligibility requirements and applicable shipping or supplier restocking charges still apply.

Refusals because of documented shipping damage or a shipping error are handled separately.

Inspecting Deliveries and Reporting Shipping Damage

Inspect your shipment promptly. For freight deliveries:

Photograph visible damage and the packaging.
Note specific damage or missing packages on the delivery receipt before signing.
Keep a copy of the receipt.
If only minor packaging damage is visible and the product does not appear damaged, document it before accepting and inspect the product promptly.
If the product is clearly broken, crushed, bent, or otherwise substantially damaged, refuse the affected shipment and contact us immediately.

Refusal depends on the condition of the product, not the number of damaged items. If uncertain, contact us while the driver is present when possible.

Report visible or concealed shipping damage immediately, preferably on the delivery date, and within five calendar days of delivery.

Include your order number, a description, photographs of the product and packaging, and the delivery receipt if available.

Keep all packaging and do not use, assemble, return, or discard a damaged product until we provide instructions.

We will work with the supplier or carrier to determine the appropriate resolution, which may include replacement parts, repair, replacement, or a refund, depending on the circumstances.

If damage is discovered after five days, contact us so we can review available options. This reporting request does not limit rights available under applicable law.

Defective Products

If a product arrives defective or does not work as expected, email us promptly with your order number, a description, and photographs or video when useful.

If the product appears unsafe, stop using it.

We will help determine the next steps under the applicable return terms, manufacturer warranty, and any rights available under applicable law. A defect that develops later should also be reported so we can assist with available warranty support.

Incorrect Products or Missing Items

Report an incorrect product or missing item immediately and within five calendar days of delivery.

Before reporting missing components, check all packaging because smaller parts may be packed inside larger boxes.

Include your order number and photographs of the item received, labels, and packaging when relevant. We will provide instructions and coordinate correction of a confirmed shipping error at no additional cost to you.

If you discover an issue after five days, contact us so we can review available options.

Missing Shipments

If an order has not arrived or tracking shows delivery that you have not received, contact us promptly.

We will investigate with the supplier or carrier and discuss the appropriate resolution based on the findings.

Refunds

After an authorized return is received and inspected, we will notify you whether the refund is approved.

Approved refunds will be issued to the original payment method within ten business days of approval. Applicable charges disclosed under this policy or the supplier-specific terms may be deducted.

Your bank or payment provider may require additional time to post the credit. Contact us if more than 15 business days have passed since approval and the refund has not appeared.

For damage, defects, incorrect products, or missing shipments, we will explain whether a return is required and when any approved refund will be processed.

Exchanges

Contact us before returning an item for an exchange. Depending on the product and supplier, the exchange may require an authorized return and a separate purchase.

Contact Us

Email sales@athomecaresupplies.com with your order number and a description of the assistance you need.

Nothing in this policy limits rights available under applicable law.

Shipping

Shipping & Delivery Policy

Thank you for shopping at At Home Care Supplies. We want you to understand how your order will ship, what to expect at delivery, and how to get assistance.

Please read this policy alongside our Terms of Service and Returns & Refund Policy.

Order Processing

Orders placed before 2:00 p.m. Eastern Time are generally processed within 2–3 business days, excluding weekends and holidays. Orders received after that time begin processing the next business day.

Different lead times may apply to custom orders, backorders, and certain products. We will communicate known product-specific lead times and notify you if we learn of a delay.

Processing time is separate from shipping transit time.

Shipping Methods and Free Shipping

We offer free standard shipping within the 48 contiguous United States, subject to the remote-area and delivery-access exceptions below.

Smaller items generally ship through USPS, UPS, FedEx, or another parcel carrier.
Large or heavy items generally ship by freight with curbside delivery.
Products may ship directly from a manufacturer, distributor, or fulfillment partner.
Items in the same order may arrive separately.

We or the shipping supplier select the carrier and shipping method appropriate for your order.

Free standard shipping does not include inside delivery, unpacking, assembly, installation, or packaging removal.

Shipping Times and Tracking

After shipment, we will provide shipping confirmation and available tracking information.

Freight transit generally takes approximately 3–14 days after shipment unless a different timeframe is provided for your order. Parcel delivery estimates vary by carrier and destination.

Processing and delivery dates are estimates. Weather, availability, carrier schedules, delivery appointments, and access restrictions may affect arrival.

If you need a product by a particular date, contact us before ordering so we can discuss available options.

Freight and Curbside Delivery

Freight shipments often arrive on pallets and may be delivered by a large commercial truck. Standard curbside delivery includes unloading at an accessible curbside location, subject to safe vehicle access and the service arranged.

Moving the shipment up your driveway, into your garage or home, or to a particular room is not included. Arrange sufficient assistance or appropriate equipment to move your purchase safely.

Contact us before ordering if you need to confirm liftgate unloading, have delivery-access concerns, or cannot safely move the item from the curb.

Delivery Appointments and Signatures

Requirements vary by carrier, supplier, and delivery service.

Provide an accurate telephone number and email address at checkout.
Review your shipping confirmation and tracking updates.
Respond promptly to delivery-scheduling requests.
Arrange for yourself or an authorized adult to be present when an appointment or signature is required.
If unattended delivery is permitted, inspect and secure the shipment promptly after arrival.

Do not assume that freight can be left unattended. Delivery windows are estimates. Contact us if a scheduled delivery is missed.

White Glove and In-Home Delivery

Inside delivery, unpacking, assembly, installation, and packaging removal are not included with standard shipping.

Additional services may be available for certain products and locations at an additional charge. Availability, price, and the services included must be confirmed before shipment.

Inspecting Your Shipment

Inspect the shipment as thoroughly as reasonably possible when it arrives.

Compare the number of packages with the delivery paperwork.
Look for crushed or punctured boxes, torn wrapping, water damage, exposed components, or other visible problems.
Photograph the packaging, shipping labels, and any damage.
Before signing, describe visible damage or missing packages specifically on the delivery receipt. Keep a copy.
Unpack promptly and inspect the product and components. Smaller parts may be packed inside larger boxes.

Do not use, assemble, or install an item that appears damaged or unsafe.

Accepting or Refusing Damaged Freight

Minor packaging damage without visible product damage: Photograph the condition and note the specific packaging damage on the delivery receipt before accepting. Unpack promptly and report any product damage.

Clearly visible, substantial product damage: If the product is visibly broken, crushed, bent, or otherwise substantially damaged, refuse the affected shipment. Ask the driver to record damage as the reason and contact us immediately. Refusal does not depend on the number of damaged items.

Uncertain condition: If possible, contact us while the driver is present. Record what you can observe on the delivery receipt. Do not sign that the shipment arrived in good condition if visible damage is present.

If damage is discovered after acceptance or unattended delivery, follow the reporting instructions below.

Refusals because of documented shipping damage or a shipping error are handled separately from change-of-mind returns.

Reporting Damage, Missing Items, or Incorrect Products

Email sales@athomecaresupplies.com immediately, preferably on the delivery date, and within five calendar days of delivery.

Include:

Your name and order number.
A description of the issue and affected items.
Photos of the product, packaging, and shipping labels.
A copy of the delivery receipt, if available.

Keep the product, pallet, packaging, and packing materials until we provide instructions. Do not return or discard anything without authorization.

We will coordinate with you and the supplier or carrier to determine the appropriate resolution. If you discover an issue after five days, contact us so we can review available options. This reporting request does not limit rights available under applicable law.

Remote Areas and Restricted Access

Additional charges may apply to islands, remote locations, and addresses requiring special delivery arrangements, including some addresses within the contiguous United States.

Before ordering, tell us about narrow or unpaved roads, steep approaches, gates, low clearances, limited turnaround space, or other restrictions that could prevent safe truck access.

Possible alternatives include a different delivery address, a smaller delivery vehicle, or terminal pickup. Availability and costs vary.

We will request approval before shipping an order with an identified additional delivery charge. If you do not approve it, contact us to discuss alternatives or cancellation before shipment.

Incorrect Addresses and Failed Deliveries

Review your address and contact information carefully before ordering.

Carrier or supplier charges may apply when delivery fails because of an incorrect address, undisclosed access restrictions, a missed required appointment, or failure to respond to scheduling requests. Charges may include redelivery, storage, rerouting, or return freight.

Refusing an undamaged, correctly shipped order because you no longer want it is a change-of-mind return, subject to our Returns & Refund Policy.

Address Changes

Changes before shipment depend on fulfillment status. After shipment, changes may not be possible and require carrier approval. Rerouting fees and delays may apply.

We will explain available options and known charges before requesting a change.

Delayed or Missing Shipments

We will investigate with the supplier or carrier and share available updates and revised estimates.

Alaska, Hawaii, and Puerto Rico

Free shipping does not apply to Alaska, Hawaii, or Puerto Rico. Product availability and shipping charges vary, and freight shipments require individual quotes.

Contact us before ordering. If an order is placed before charges are confirmed, we will request approval of additional shipping charges before shipment.

APO/FPO Addresses

Some products may ship to APO/FPO addresses through USPS, subject to size, weight, content, and destination restrictions.

Canada and Freight Forwarders

Some brands and products can ship directly to Canada for an additional charge. Contact us before ordering to confirm availability and obtain a quote.

Customers are responsible for applicable shipping charges, import duties, taxes, tariffs, and customs or brokerage fees.

Delivery to a U.S.-based freight forwarder may be available for products that cannot ship directly to Canada. Confirm arrangements with us and the forwarder before ordering. Customers are responsible for onward transportation and applicable import charges.

Returns and Cancellations

Our standard return-request period is 30 days after receipt, subject to supplier-specific terms, eligibility requirements, and exclusions.

Please review our Returns & Refund Policy. Contact us for authorization before returning any product.

Contact Us

Email sales@athomecaresupplies.com for shipping questions or delivery assistance. Include your order number, if available.

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