Rollz Bamboo Tray for Rollz Flex and Motion Rollators

Thank you for shopping at At Home Care Supplies. 

We value your satisfaction and encourage you to familiarize yourself with our returns and refund procedures to ensure the best possible experience with your purchase.

Overview

This Returns and Refund Policy is integrated into our Terms of Service, accessible at: https://athomecaresupplies.com/policies/terms-of-service.

Return Conditions - Remorse Returns

Time frame: We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

• Eligibility: To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You'll also need the receipt or proof of purchase.

In order for the items to be eligible for a return, please make sure that:

• Items were purchased from us in the last 30 days
• Items are in the original packaging
• Items were not used or damaged
• You have the receipt or proof of purchase

Exceptions: The following goods cannot be returned:

• Goods made to Your specifications or clearly personalized
• Goods that were damaged during installation.

Initiate a Return

To start a return, you can contact us at sales@athomecaresupplies.com. We will send you a Return Merchandise Authorization (RMA), which includes all the necessary details for completing your return. Please note that returns must be sent to the address provided in your RMA. 

If your return is accepted, we'll send you a return shipping label, as well as instructions on how and where to send your package. Items returned to us without first requesting a return will not be accepted.

In our sole discretion, we reserve the right to refuse returns of any merchandise that does not meet the above return conditions.

Once the returned goods are received and inspected, a refund will be issued to the original form of payment within 14 days.

Returning Goods

Responsibilities: You are responsible for the cost and risk of returning the goods to us.

Please contact sales@athomecaresupplies.com to request a Return Authorization. You should then send the goods to the address provided on your RMA.

We cannot be held responsible for Goods damaged or lost in return shipment. Therefore, we recommend an insured and trackable mail service. We cannot issue a refund without actual receipt of the products or proof of receipt of return delivery.

Return Address: Goods should be sent to the address specified in your RMA.

Restocking Fees: We do not charge any restocking fees. You can return these items according to our standard return policy without additional charges.

Exchanges

For the fastest service, return the original item for a refund and make a separate purchase for the new item.

Refunds

Upon receipt and inspection of the returned goods, we will notify you of the approval or rejection of your refund. If approved, the refund will be processed using your original method of payment within ten business days. Note that it may take additional time for your bank or credit card company to post the refund.

If more than 15 business days have passed since we've approved your return, please get in touch with us at sales@athomecaresupplies.com.

Order Cancellation

You can cancel your order at any time before it is dispatched. To cancel, email us a clear statement at sales@athomecaresupplies.com.

Orders canceled after shipping has started will be treated as Remorse Returns.

If the shipment is refused at delivery for any reason other than damages or a shipping error, please be aware that the order and return will be treated as a product remorse return. That means You will be responsible for return shipping and restocking fees (if applicable).

Returns Due to Damage

For obvious damages, please refuse the delivery immediately.

Some of our products are very large and heavy yet delicate. Unfortunately, shipping damage happens at times. If you see visible damage during delivery, you should reject the delivery.

Make sure to ask the delivery personnel to note anything you find on the Proof of Delivery paperwork (POD) and have it signed by them. Also, remember to keep a copy of the paperwork for yourself.

You should be meticulous about the state of your delivery – we want your items to arrive in only the best condition. So take note of even the most minor rips or tears in packaging on the POD, and be as thorough as possible.

You have five days from the time of delivery to report any concealed damage. If you find any previously concealed damage, take photos of the damaged goods and email them to sales@athomecaresupplies.com along with a detailed description of the issue. We'll take care of it and replace the parts for free.

Any damages must be reported no later than five days after delivery. After this timeframe, shippers' insurance expires, canceling our ability to issue a free replacement.

Faulty Items

If you receive an item that is defective or not working as expected, please email us immediately at sales@athomecaresupplies.com within five days with a description of the fault and photographic or video evidence where applicable. We will arrange for a replacement or refund according to your preference.

Wrong Product Received

If you receive a product different from the one you ordered, please contact us at sales@athomecaresupplies.com within five days of receipt. Include photographic evidence of the incorrect item, and we will provide instructions for returning the item and expediting the delivery of the correct product at no additional cost to you.

Item Never Arrived

If your item has not arrived by the expected delivery date, please check the tracking information provided in your shipping confirmation email. If the tracking shows no progress or the package is listed as delivered, but you have not received it, contact us at sales@athomecaresupplies.com. We will investigate the issue with the carrier and may resend the product or issue a refund, depending on the situation and your preference.

Contact Us

If you have any questions about our Returns and Refunds Policy, don't hesitate to email us at sales@athomecaresupplies.com.

Thank you for visiting and shopping at At Home Care Supplies. 

This Shipping & Delivery Policy is part of our Terms of Service ("Terms") and should be read alongside our main https://athomecaresupplies.com/policies/terms-of-service.

Please carefully review our Shipping & Delivery Policy when purchasing our products. This policy will apply to any order you place with us.

Processing Time

Orders placed before 2:00 PM ET are processed within 2-3 business days, excluding weekends and holidays. In times of high demand, processing may be delayed by a few days. We will notify you via email or telephone if your order is delayed. After shipping has started, your actual delivery date will be 

Shipping Methods and Options

We offer free shipping to the 48 contiguous United States for all items. 

• Standard Shipping: Smaller items are shipped via USPS, UPS, or FedEx.
• Oversized Items: We offer free curbside freight shipping on all oversized items. Sometimes, a third-party supplier may manage our inventory and be responsible for shipping your products.

We hold the right to pick the freight way that transports your shipment. We do not directly control the shipping businesses, whether they are freight carriers or regular couriers.

Unless otherwise stated, all Curbside Delivery ships within three days of the initial order and consists of a three to fourteen-day transportation period. Shipping times may be slightly longer due to unforeseen circumstances such as inclement weather, limited product availability, and Freight Company difficulties.

Free shipping only applies to orders with shipping addresses within the Continental U.S., except for rural and remote areas. Islands, remote locations, rural areas, and other areas where trucks might not be able to enter or safely manouver will incur a shipping charge calculated by the freight carrier on a case-by-case basis. We will contact you by email for additional fee approval before your order ships. All times and dates given for delivery of the products are provided in good faith but are estimates only.

We cannot modify shipping addresses or schedule delivery for a specific date once a package is in the care of the delivery service. We can estimate delivery times, but we can only do that based on the date the delivery service makes available. Please email us at sales@athomecaresupplies.com if you have further inquiries about your delivery.

Please note that all deliveries are curbside only. White glove and in-home delivery are neither implied nor offered without additional charge. These services aren't necessarily available even if you're willing to pay more. Delivery staff do not have the proper insurance to enter your property. Please make sure you have adequately prepared to receive any heavy items.

Must-Know Information for Delivery of Large Packages

You must be prepared and understand what's required of you well before delivery day. For more detailed information, refer to our Freight Delivery Guide or print out our handy Freight Delivery Checklist to prepare for delivery day.

While UPS and FedEx are our carriers for smaller items, be aware that larger items and orders ship via freight. In addition, freight delivery is different from the standard shipping process, so it's important that you're prepared and understand what's required of you well before delivery day. For more detailed information, refer to our Freight Delivery Guide or print out our helpful Freight Delivery Checklist to prepare for delivery day.

• Most freight products ship on a pallet.
• Freight drivers leave all pallets at the curb, meaning you're responsible for moving your shipment up the driveway and into your home or backyard.
• Most carriers will not call to schedule your delivery. While a few carriers may call you to schedule an exact delivery window, most will only provide a tracking number and an estimated delivery date.
• We'll specify which process you can expect in your shipping confirmation email.

 For carriers that schedule delivery appointments:

• You are required to be home and provide your signature at the time of delivery.
• The delivery is made with a semi-truck with lift gate services.
• The shipment is dropped off at the curb, meaning you're responsible for transporting it to its intended location. We'd recommend having at least two helpers on standby to assist with your delivery.

The primary contact number you provided at the time of checkout will be used when the shipping company calls to arrange your precise delivery window. Therefore, it's imperative that you provide the best phone number to reach you when placing an order with us.

Damages and Issues Upon Delivery

Inspect your shipment for any missing or damaged items, and be sure to note these on the signature documents provided by the delivery driver. If any items are missing or damaged, contact us immediately at sales@athomecaresupplies.com. You have five calendar days from the delivery date to report any damaged items to us. If multiple items are damaged, you have the right to refuse delivery of the entire shipment. For more detailed information, refer to our Freight Delivery Guide or print out our handy Freight Delivery Checklist to prepare for delivery day.

Things to look for:

• If items arrived with NO PALLET
• The shrink wrap is torn
• Any dents on the box
• Any cracks
• Arrived with NO straps
• A wet or dirty box

***Be as picky as possible and always make a note of all box damages on the paperwork. Please take pictures and send them to sales@athomecaresupplies.com. By doing this, you will help us accelerate replacements due to shipping damage***

For carriers that deliver without an appointment:

• You will not be provided a specific day and time window when your shipment will be delivered; you will only be provided with an estimated delivery date.
• While you are not required to give your signature at the time of delivery, we still recommend that you be home when your order arrives.
• The driver will leave your pallets at the curb whether you are present at the time of delivery or not.

Even if your carrier has not called to schedule an exact delivery window with you, we strongly recommend that you inspect your shipment for lost or damaged items when it arrives. If any items are missing or damaged, be sure to contact us immediately at sales@athomecaresupplies.com. You have five calendar days from the delivery date to report any damaged items to us. If multiple items are damaged, you have the right to refuse delivery of the entire shipment. For more detailed information, refer to our Freight Delivery Guide or print out our handy Freight Delivery Checklist to prepare for delivery day.

If Your Shipment Is Delayed

We will inform you promptly and provide a revised delivery estimate. If you have any inquiries regarding your delivery, please contact us at sales@athomecaresupplies.com.

Shipping to Remote Areas

Be aware that remote or hard-to-reach areas may incur additional shipping fees, which apply to free and regular shipping orders. If your order is being shipped to a location with known shipping restrictions, a customer service representative will promptly email you to notify you of any additional charges. 

Please note that we don't always know if your area is remote or will make freight delivery difficult. Therefore, if you anticipate that a shipping company will have issues reaching your residence, you must inform us of those issues at the time of purchase. Such problems include but are not limited to narrow or winding roads, dirt or gravel roads, and vacant establishments.

At Home Care Supplies is not responsible for shipping costs on merchandise not delivered because of a shipping company's inability to reach a particular location. 

White Glove or In-Home Delivery

White glove and in-home delivery are neither implied nor offered without additional charge and aren't necessarily available even if you're willing to pay more. The delivery staff does not have the proper insurance to enter your property.

Shipping to APO/FPO Addresses

We might ship to APO/FPO addresses, but such shipments are subject to USPS size, weight, and content restrictions. If we can't send a package to your APO/FPO address, we'll contact you to find an alternative. Likewise, APO/FPO shipments may be subject to additional shipping fees — if such a case arises, we'll contact you to notify you of the fees and allow you to adjust your shipping address if desired.

Incorrect Addresses & Failed Freight Deliveries

If any item is shipped and returned because it's not deliverable due to an incorrect address, you'll be responsible for shipping both ways. If an item shipped via freight is returned because the freight company couldn't reach your residence or you rejected the delivery, this will be considered a remorse return, and the order will be subject to our regular return policies. Likewise, if an item shipped via freight is returned because you refused to make a required delivery appointment with the freight company, this will be considered a remorse return, and the order will be subject to our regular return policies.

Delivery Address Changes

Please note that address changes after an order has shipped will incur re-routing fees charged by the freight carrier. Please review your delivery address carefully. Re-routing fees are charged and calculated by the freight carrier. We have no control over these fees. Delivery address changes after shipment affected all related deliveries in an LTL Freight Truck. It is expensive and cumbersome to re-route orders.

Returns Not Due to Damage - Remorse Returns

If you are unhappy with your purchase, please contact sales@athomecaresupplies.com within 30 days to request a Return Merchandise Authorization (RMA). Your RMA will contain all the details of your return. Please note that the buyer is responsible for all shipping and handling charges. Find out more about our Returns policy at  https://athomecaresupplies.com/policies/refund-policy. 

Incorrect Product or Missing Items

If you notice an inaccurate order or missing items, please contact us at sales@athomecaresupplies.com within five days. Sometimes, smaller items are packed inside larger items. 

Shipping Outside of the Continental U.S.

All shipments to Alaska, Hawaii, and Puerto Rico require an individual quote. A customer service representative will contact you shortly after we receive your order with the additional shipping charges (before the item is shipped). 

Fright items shipped to Alaska and Hawaii will also require additional quotes. Free shipping only applies to the contiguous U.S.

Shipping to Canada

Please get in touch with us at sales@athomecaresupplies.com if you are looking to ship to Canada. We can ship some of our brands to Canada for an additional fee. This fee will be calculated based on the item's size and the shipping address. Please remember you will be responsible for paying all duties and tariffs on Canadian shipments in addition to any shipping fee. For the brands that we cannot ship directly to Canada, we will ship to the US-based freight forwarder of your choice. We advise contacting the desired freight forwarder first to learn about their shipping and receiving procedures. You will be in charge of coordinating with the freight forwarder for delivery to the final location and paying all duties and tariffs on Canadian shipments. If you need help, email sales@athomecaresupplies.com; if not, enter the shipping address that your US-based freight forwarder has provided. 

Shipping Rural and Hard To Reach Areas

Sometimes, delivery trucks cannot reach certain areas, such as rural, remote streets, where they cannot maneuver safely. If this happens, we will work closely with our shipping partners to find a solution, but sometimes, there could be an additional cost for these deliveries. Any additional charges will be calculated on a case-by-case basis and will be optional.

Shipping FAQ

Although we've covered the essentials of freight delivery, some aspects of the procedure can be challenging to comprehend. Therefore, we've compiled a list of frequently asked questions covering everything from scheduling your delivery to how you should handle damaged packages to ensure you're always aware of the situation. Have a question that still needs to be addressed here? Contact our professionals at sales@athomecaresupplies.com.

What happens if my shipment is delayed?

If your delivery is delayed for any reason, we will email you as soon as possible and advise you of a revised estimated date for delivery.

Questions about returns?

If you have questions about returns, please review our Return Policy: https://athomecaresupplies.com/policies/refund-policy

How can you contact us about this policy?

If you have any further questions or comments, please contact us by email at sales@athomecaresupplies.com.

Although we've covered the essentials of freight delivery, some aspects of the procedure can be challenging to comprehend. Therefore, we've compiled a list of frequently asked questions covering everything from scheduling your delivery to how you should handle damaged packages to ensure you're always aware of the situation. Have a question that still needs to be addressed here? Contact our professionals at sales@athomecaresupplies.com.

How do I know if my shipment is being delivered by freight?

After placing your order, watch for your shipping confirmation email, which will include the delivery method. Of course, you can always call us if you believe there will be a freight delivery involved; we're working on ways to notify you sooner.

When will the freight carrier call me to schedule a delivery?

Typically, freight carriers won't call you before delivery. However, some delivery services may contact you as a courtesy to schedule a delivery. When your order gets to a local facility of a freight company, the carrier may call to schedule this with you. Therefore, it is essential that you provide the best phone number to reach you when placing an order with us. The freight company will call that number, and you don't want the delivery process slowed down because the carrier can't get through to you. Decide on a delivery window (which can last between 4 and 8 hours), mark it on your calendar so you remember it, and plan to be there.

Do I need to be home to accept the delivery?

If the carrier calls you to schedule your delivery, you only need to be there to accept your shipment. To confirm delivery, the freight driver will give you a receipt you must sign (unless you reject the delivery due to package damage; see below for more information). You do not need to be home to receive your delivery if they did not call to schedule it, but we still advise you to be there to check it out and move it from the curb.

Will the driver help me move the pallet into my home or to my backyard?

No, all truck drivers will only make curbside deliveries. Their liability insurance does not cover the inside of your property. Although the liftgates on their semi-trucks are used to unload the goods, it is ultimately your responsibility to drive the shipment up your driveway and into your house or backyard. To help you when your delivery arrives, we advise having at least two helpers close by. You'll appreciate the assistance because items only ship via freight when they are too big or heavy to be delivered by a regular courier.

What do I need to do when my shipment arrives?

Upon delivery, look over the pallet and packaging for any issues. Spend some time checking for any dents or tears. You have two choices after carefully inspecting your shipment: either refuse the delivery if there is excessive damage or make a note of any minor damage on the receipt before signing to accept the delivery. Please only refuse the delivery if several items are damaged, but call us immediately if anything is damaged.

Be aware that sometimes smaller items are shipped inside larger ones, giving the impression that your order isn't complete. Please unpack each item completely before calling to report any missing parts. If you check your shipment and find any problems after you do so, don't worry if the driver is not there. Any problems should be reported to sales@athomecaresupplies.com within five calendar days.

What should I do as soon as the driver leaves?

1. Grab the packing list inside your packages after carefully removing the shrink wrap.

2. To ensure your order is complete, cross-reference the model number of each item with the packing list. The box's exterior or a UPC sticker attached to the box will be printed with the model numbers. Make sure to completely unpack each component because some items might be packed inside of others. Carefully open the boxes and inspect each item to check for physical damage. Verify all of the moving parts, including the hinges, knobs, arms, legs, and feet.

3. Call us as soon as you can if there are any issues with damages or missing items. After accepting the delivery, you have five calendar days to report any issues, but we want to take care of you immediately.

What should I do if my shipment is damaged?

Before calling us:

1. Note any obvious damage on the receipt, such as a tear in the shrink wrap, that can be seen on the packaging itself. You can refuse the delivery if there are several damaged items in the shipment.

2. Unpack each item completely and check it for physical damage as well.

3. If you notice any scratches or dents on the items themselves, take pictures and notify us immediately by email at sales@athomecaresupplies.com. 

How long do I have to notify At Home Care Supplies about an issue with my shipment?

You must report any damages or other issues with your order within five calendar days of delivery. Please include photos of the damage (including the boxes) to sales@athomecaresupplies.com.

What happens if the carrier misses the scheduled delivery window?

We know how frustrating it can be to plan a day off work and round up some friends to help, only for the delivery window to pass with no sign of your shipment. If that happens, kindly call us immediately so we can assist you in rescheduling a delivery time and inform the freight company about the missed appointment. Of course, we'll always set up whatever works best for you, but we may also look into alternatives like a terminal pickup.

Are there places freight companies won't deliver to?

Freight carriers usually make deliveries in semi-trucks, which cannot navigate narrow, dead-end, or obstructed streets. If your residence is in such a location, please let us know when you place your order, and we'll work with you to find a solution. For example, we may arrange a terminal pickup, allow for a change of address, hire movers to assist with delivery or find a carrier with a truck small enough to reach your residence.

By placing an order with us, you agree to this Shipping and Delivery policy. We commit to providing clear, honest information about your order's shipping and handling processes to ensure satisfaction and compliance with all applicable regulations. Have any other questions? Contact our experts at sales@athomecaresupplies.com.