Shipping/Returns Policy
Order Confirmation:
As soon as you place your order, you will receive an order confirmation e-mail. This means that we have received your order in our system and pre-authorized your credit card for the purchase. As soon as we receive your order, we automatically reach out to our suppliers to confirm that it is in stock and available for immediate shipment. If your item is on backorder or unavailable, we will void the pre-authorization and reach out to you via e-mail. If your item(s) are available for immediate shipment (within 5 business days), we will process the charges and submit the order for shipment.
Order shipment:
If your order is in stock and we process the charges to your credit card, it will ship within five business days form the date of your order. We will send you tracking information with 24 hours of your order leaving the warehouse to the e-mail address provided when checking out. If you do not receive tracking information from us within six business days of your order, feel free to follow up with us at sales@utopiacarebeds.com
Damages:
Please inspect the packaging of your item(s) when they arrive, if you notice any damage you should make note of it when signing for delivery. If your item(s) do arrive damaged, please send photos to returns@utopiacarebeds.com and we will process an insurance claim on your behalf.
Cancellations & Refunds:
All orders canceled after 48 hours are subject to a $20 administration fee, whether or not your order has shipped. If your order has shipped, you (the buyer) will also be responsible for actual return shipping charges. Refunds will only be issued to the original credit card that you use when placing your order.
Merits Extended Service Plans
- Select 1,2 or 3 year contract options
- Effective date starts when product is purchased by the customer
- Contracts can only be purchased at the point of sales (can't be purchased after the fact)
- Contracts are valid on scooter and standard power wheelchairs
- Customers should call Merits Health Products to request service at 1-800-963-7487 Information needed to process Service Call
- Model and Serial Number
- Customer's name, address and phone number
- A detailed description of issue
- Customer should discontinue use of product immediately upon discovery of problem
- Technical service will enter all information and request a technician dispatch
- The closest technician will be contacted and given a work order to complete the repairs.
- Field service jobs are typically within 24hrs of the job being set-up to advise them who will be calling to schedule a home visit
- If there is no technician in the area one will be recruited. This process can take up to 5-7 business days depending on the location
- Upon receipt of parts the technician will contact the customer to set-up appointment.
Service Plan Cover Labor Costs
- During the contract period specific parts costs are covered under warranty, these parts and time periods are specified in the owner's manual
- After parts warranty has expired there may be charges for any additional part needed
What Is Not Covered Under Warranty
- Any damage or issue that was caused by product misuse. Misuse is outlined in the product owner's manual
- Instruction use of product
- Programming to customer's needs
- Adjustments or fittings to meet customer's needs
- Issues regarding, fabric, tires or any wear-and-tear components
- Shipping Damage or product set-up
- Batteries