COMPANY POLICIES, TERMS & CONDITIONS
TERMS OF USE
Please review the Elder Depot web site Terms of Use. All access to and use of this web site is governed by these terms. Entering into this web site indicates that you have read and accept the terms of use.
Elder Depot (also referred to as "we," "us" or "our") provides and makes available the Elder Depot Web site (the "Site"). All use of this Web Site is subject to the terms and conditions contained in this Terms of Use Agreement (the "Agreement"). Please read this page carefully. By accessing, browsing or using this Site, you acknowledge that you have read, understood, and agree to be bound by this Agreement. You understand and agree that we may change this Agreement at any time without prior notice. You may read a current, effective copy of this Agreement at any time by selecting the "Terms of Use" link on the Site. The revised Terms and Conditions will become effective at the time of posting. If any change to this Agreement is not acceptable, your sole remedy is to cease using the Site. Any use of the Site after such Effective Date shall constitute acceptance by you of such revised Terms and Conditions.
This Site is intended to be used only by end users who are residents of the United States. End users who access the Site from outside the United States do so at their own risk and initiative and are responsible for compliance with all applicable laws.
Elder Depot values your privacy and does not rent or sell your personally identifiable information for third-party marketing or solicitation purposes in any way! For complete details, please review our full Privacy Policy.
DISCLAIMER OF WARRANTY AND LIABILITIES:
All materials posted on this web site are "as is" and without warranties express or implied. Although we make every effort to bring you the most accurate, up-to-date, and complete information concerning the products sold on our web site, we cannot make guarantees or warranties that the information on products do not contain errors, typographical mistakes, or outdated information. We cannot guarantee that the site is error-free, nor that the functions of the site will be uninterrupted. Elder Depot reserves the right to refuse or cancel orders at any time including, but not limited to, incorrect pricing or product description, product discontinuation, unavailability, or when we believe the customer has violated applicable laws, and orders perceived to be harmful to Elder Depot.
Information provided on the Elder Depot web site is not meant to be a substitute for professional advice and is not intended to offer diagnosis or prognosis for any health-related issues. Our information should not be a substitute for seeking medical professional care. All specific medically related questions should be directed to your physician or health care provider. We encourage you to seek the advice of a medical professional regarding usage or any questions that you may have about any products prior to purchasing. Elder Depot does not guarantee the effectiveness of and/or endorse any products for any particular medical purposes. We expressly disclaim all warranties either expressed or implied warranties of merchantability or fitness for a particular purpose. This disclaimer by Elder Depot in no way affects the terms of the manufacturer's warranty.
The Elder Depot web site contains links to third party web sites, resources, and sponsors. We have no control over information, content, or services provided by third party sites that link to or from Elder Depot.com with or without our permission. Therefore, we cannot be held responsible and are not liable for content of third party sites accessible through Elder Depot, including all linked sites appearing within linked sites and any modifications or updates to any linked sites. Use of information or products obtained through these third party sites is at the customer's own risk.
Links to and from the Elder Depot web site maintained by third parties do not constitute an endorsement by Elder Depot. Elder Depot does not represent or endorse the accuracy or reliability of any advice, opinion, statement, or other information displayed or distributed through the Elder Depot web site. You acknowledge that any reliance upon such opinion, advice, statement, memorandum, or information shall be at your sole risk.
PAYMENTS AND TAXES:
By providing Elder Depot with your credit card number or debit card number and associated payment information, you agree that Elder Depot is authorized to store and/or immediately charge and authorize its third party payment processor to store or charge your Card Issuing Bank for all charges that are or become due and payable to Elder Depot hereunder and that no additional notice or consent is required, including any charges in connection with any Automatic Reorder shipments. You can delete and/or add a new credit or debit card by logging into the My Account page on our Site or by contacting Us directly at 800-910-7790 or support@elderdepot.com.
You are responsible for paying any Sales Tax that may be due in connection with your Order. If Elder Depot determines it has a legal obligation to collect a Sales Tax from you in connection with this Agreement, Elder Depot shall collect such Sales Tax in addition to the payments required for Products within your Orders. If any payments for any Products under the Agreement are subject to any Sales Tax in any jurisdiction and you have not remitted the applicable Sales Tax to Elder Depot, you will be responsible for the payment of such Sales Tax and any related penalties or interest to the relevant tax authority, and you will indemnify Elder Depot for any liability or expense Elder Depot may incur in connection with such Sales Taxes. Upon Elder Depot’s request, you will provide Us with official receipts issued by the appropriate taxing authority, or other such evidence that you have paid all applicable taxes. For purposes of this Section, “Sales Tax” shall mean any sales or use tax and any other tax measured by sales proceeds that is the functional equivalent of a sales tax where the applicable taxing jurisdiction does not otherwise impose a sales or use tax.
COPYRIGHTS & RESTRICTIONS OF USE:
All content of this site, including text, information, data, software, logos, images, graphics, photographs, videos, sounds, designs, and other material are the property of Elder Depot and its associated providers, and are subject to the protection of the United States and international copyrights, trademarks, service marks, or other proprietary rights. Access to this web site does not constitute permission or right to copy or use any of the intellectual property of Elder Depot or its suppliers.
The usage of this site and its contents are limited to browsing and for the purpose of purchasing products and services only. Copying, Reproducing, distributing, modifying, editing, altering, transmitting, uploading, downloading, storing, displaying in public, in whole or in part, any of this site for any purpose, without written permission from Elder Depot is strictly prohibited.
VIOLATION OF TERMS:
You understand and agree that at its sole discretion, Elder Depot may terminate your account and access to the site if it believes that you have violated the terms of use, the rights of Elder Depot, another user, or the law. Elder Depot may release user information about you if required by law or subpoena, or if the information is necessary or appropriate to release in order to address unlawful or harmful activity.
Actual or attempted unauthorized use of the site may result in criminal and/or civil prosecution. We reserve the right to view, monitor and record activity on Our Site without notice or permission from you. Any information collected is subject to review by law enforcement and to investigate and/or prosecute for possible illegal activity.
DISPUTE RESOLUTION:
Elder Depot reserves the right to take actions against Purchasers for non-payment or for redress of other breaches by the Purchaser of the Terms and Conditions of Sale at its option, and before any judicial court of competent jurisdiction.
By using the Elder Depot web site, you signify your acceptance of these terms of use. If you do not agree to any of these terms or conditions, please do not use our web site. All claims for non-performance by Elder Depot, shall be settled in any judicial court of competent jurisdiction within Philadelphia, Pennsylvania, USA.
Any questions regarding Elder Depot terms of use should be directed to support@elderdepot.com or by calling (800) 910-7790, Monday through Friday from 9am-5pm EST.
Elder Depot reserves the right to modify our terms of use in the future. Any modifications will be posted on our web site for review. Your continued use of the web site following any posting of changes to this policy will be deemed your acceptance of those changes.
PRIVACY POLICY
Elder Depot values your privacy!
We do not rent or sell your personally
identifiable information for third-party marketing or solicitation purposes in
any way!
Elder Depot has created this Privacy Policy in order to demonstrate our firm
commitment to protecting the privacy of users (each, a "User") of the
www.elderdepot.com website, its blog, and social media pages on Facebook, Twitter, and Pinterest
(collectively referred to as "Site"). This privacy policy applies to
the Site and all products and services offered by Elder Depot.
WHAT INFORMATION WE COLLECT
Personally identifiable information
We may collect personal identification
information from Users in a variety of ways, including, but not limited to,
when Users visit our site, register on the site, place an order, subscribe to
the newsletter, respond to a survey, fill out a form, and in connection with
other activities, services, features or resources we make available on our
Site. Personal identification information is used to process and ship orders
and better serve you with a more personalized shopping experience, such as
order notifications, order status updates, responding to inquiries/requests,
and easy reorders. The data collected may include your name, billing address,
shipping address, telephone number, e-mail address, and payment information
such as your credit card number for processing orders. We also require you to
create a username and password when ordering online for you to securely access
your account information during future visits. If you would like to set up an
account without providing your email address, you will need to call customer
service through our Site. Opting into our newsletter or special promotions is
completely optional and only if requested, will we use your email address for
the delivery of these items.
Non-personally identifiable information
We may collect non-personal identification
information about Users whenever they interact with our Site. Non-personal
identification information may include anonymous usage data, referring/exiting
pages and URLs, platform types, number of clicks, browser names, type of
computer or mobile device, general location, and technical information about
Users means of connection to our Site, such as the operating system and the
Internet service providers utilized and other similar
information. If you choose to publish
reviews, comments, questions, answers or any other posts on the Elder Depot web site, you understand
and agree that this information, along with any personally identifiable
information you choose to make available in connection with your post(s), will
be made publicly available.
Automated Information Collected
Elder Depot receives and stores certain types of technical
information when you interact with our Site‚ our emails‚ and our online
advertisements. This information is intended to help our Site work properly‚ to
help us evaluate the use of our Site‚ and to support our website analytics and
marketing campaigns. Here are some examples of such information:
·
Our Site uses
"cookies" to enhance the User experience while on the Site and
remember the User preferences upon return to the Site. A cookie is commonly
used by websites to place a small text file on your computer, smartphone or tablet for record-keeping purposes and sometimes to
track information about them. For instance, we use cookies to help us remember
and process the items in your shopping cart. They are also used to help us
understand and save your preferences for future visits. We also use cookies to
help us compile aggregate data about site traffic and site interaction so that
we can offer better site experiences and tools in the future. We may also use
trusted third party services, such as Google, that track this information on
our behalf. If you disable cookies, some features will be disabled. Turning off
cookies or blocking Elder Depot cookies may prevent some parts of the web site
from functioning properly.
·
Elder Depot collects
your browser type, IP address, device operating system, as well as the address
of referring websites and pages viewed on our Site in order to better
understand our customers' experience on our site. We also track the length of
your visit, the number of times you return to our site,
and your order history with us.
Information from Other Sources
We also may collect information about you from third party
sources. The information we collect from third party sources may include things
like demographic information and purchase preference information. The third
party sources may include public databases‚ social media platforms‚ data append
services‚ data sharing cooperatives‚ and others.
HOW WE USE YOUR INFORMATION
Elder Depot may collect and use your personal
information for the following purposes:
- To
process and ship orders: We use the information Users
provide when placing an order only to provide service to that order. We do
not share this information with outside parties except to the extent
necessary to process and ship the items requested in the order.
- To
provide customer service: We may use your email address
and/or phone number and/or mailing address to contact you with service issues regarding your order or account, reply
to customer service requests and respond to your support needs more
efficiently. If the User chooses to opt-in to our newsletter during registration
or through our Site, they will receive emails that may include promotional
offers, company news, updates, related product or service information,
etc. If at any time the User would like to unsubscribe from receiving the
opt-in newsletter, we include an unsubscribe link at the bottom of each
email newsletter or the User may contact us via our Site or call us at
(800) 910-7790.
- To
personalize user experience: We may use information to
provide the User with a more personalized shopping experience, such as
saved items in your cart, quick reordering, automatic reorders, and access
to favorites. We also use aggregate information to understand how our
Users as a group use the services and resources provided on our Site.
- To
create an account or login to the web site: In addition to creating an account
through our registration page with your email address and password, you
may be able to use social media, such as Facebook,
Twitter, Google or other social media sites to login or create an account
on Elder Depot. When you use this
feature, we may receive and use any of your information you provide or
permit to be provided to us via that social network to set up and manage your
account.
- To
post reviews or comments: Any
reviews, questions, answers or other post(s), along with any personally
identifiable information you choose to make available in connection with
your post(s), will be made publicly available. When opting to share
information from our Site, any information you choose to include in your
post(s) will be shared with us and the recipient(s).
- To
improve our Site: We may use feedback you
provide to improve our products and services.
HOW WE SHARE YOUR INFORMATION
We do not sell, trade, or rent Users personal
identification information to others. We may share generic aggregated
demographic information not linked to any personal identification information
regarding visitors, users, and generic order information with our business
partners, trusted affiliates and advertisers, for the purposes of generating
reports to enhance services.
In addition, we may use third party companies to perform functions on our
behalf. These functions can include order fulfillment, package delivery, product recalls,
marketing assistance, postal and e-mail delivery, customer service, data
analysis, and credit processing. The third parties we use or contract with for these
purposes may not use it for other purposes.
To properly process your credit card information, we must share your personal
and financial information with the payment gateway and merchant bank for
authorization and approval. This process is protected by an enhanced security
system. See the Security section below for more details on security measures
and procedures. We do not share your personal and financial information with
any third parties, except those specified in the Sharing section of this
policy.
In the event of a merger, acquisition, or sale
of Elder Depot, we may disclose, transfer, or assign to our affiliates or to
one or more third parties the information collected about you as part of the
assets or business of Elder Depot. In such transactions, customer information
generally is one of the transferred business assets but remains subject to the
promises made in any pre-existing Privacy Policy.
We reserve the right to disclose your personally
identifiable information as required by law and/or to comply with a judicial
proceeding, court order, or legal process served on our Site and when we
believe that disclosure is necessary to enforce this privacy policy or any of
the terms of use for our Site or any investigation of potential violations
thereof; to detect, prevent, or otherwise address fraud, security or technical
issues; to protect against harm to our site; or to protect our rights, property
or safety or the rights, property or safety of our users or others.
SECURITY AND PROTECTION OF YOUR INFORMATION
We adopt appropriate data collection, storage
and processing practices and security measures to protect against unauthorized
access, alteration, disclosure or destruction of your personal information,
username, password, transaction information and data stored on our Site.
Sensitive and private data exchange between the Site and its Users is encrypted
via Secure Socket Layer (SSL) technology and protected with digital signatures.
Our Site is also in compliance with PCI vulnerability standards and scanned
daily using Malware scanning software in order to create as secure of an
environment as possible to make your visit to our Site as safe as possible.
All credit card payment information is processed and stored through one of the
nation’s largest independent gateway providers for your security. No credit
card numbers are stored directly on Elder Depot servers. We do also offer Users
the option to remove any stored payment information at their discretion through
the My Account page.
While we work very hard to take all reasonable
security measures to protect your personal data, please understand, however,
that no method of security is guaranteed to be effective, and we cannot be
responsible for the actions of those who may gain unauthorized access to your
personal information. For this reason,
we do not guarantee that your use of the Site and/or information provided by
you will be private or secure. By using our services, you assume this risk. Elder Depot makes no
warranties‚ express‚ implied or otherwise‚ as to the ultimate effectiveness of
our reasonable and appropriate security measures.
YOUR ACCESS AND
CONTROL OVER INFORMATION
You may opt out of any future contacts from us at any time. You can do the
following at any time by accessing your Account
settings page on the Site or by contacting customer service via our Contact Us page:
•
See what data we have
about you, if any.
•
Change/correct any
data we have about you.
•
Have us delete any
data we have about you.
•
Express any concern
you have about our use of your data.
We respect your privacy rights and provide you
with reasonable access to the Personal Data that you may have provided through
your use of our Site. You may access, update, or correct your personal
information, including updating your email address, and making changes to your communication
preferences at any time by accessing your Account settings page on the Site.
If you would like to request that we delete any
information about you that we have obtained through the use of our Site, you
may contact customer service at the Contact Us page. At your request, we will have any reference to you deleted
or blocked in our user database.
Please note that while any changes made to your
account will be reflected in active user databases instantly, we may retain all
information you submit for backups, archiving, prevention of fraud and abuse,
analytics, satisfaction of legal obligations or where we otherwise reasonably
believe that we have a legitimate reason to do so. We reserve the right to retain any information reasonably
necessary to appropriately document our business activities and for archival
and record retention purposes.
Disabling Cookies: Most web browsers allow
you to exercise control over cookie files on your computer by erasing them‚
blocking them‚ or notifying you when such a file is stored. Please take a look
at your particular browser for instructions on this function. You can choose to
browse our Site without accepting our Site’s cookies. These cookies allow us to
recognize you from page to page‚ and they support your transactions with us.
Without these cookies enabled‚ you may not be able to complete a purchase or
take advantage of certain Site features.
Do Not Track Disclosures: No action is taken in response to web browser “do not track”
signals or other mechanisms that provide consumers the ability to exercise
choice regarding the collection of personally identifiable information about an
individual consumer’s online activities over time and across third-party web
sites or online services. Although we may use Google Analytics and other third
party tracking tools on this Site, we are not aware if third parties collect
personally identifiable information about an individual consumer’s online
activities when a consumer uses our Site.
Children
We do not intend, and this Site is not designed, to collect
Personal Information from children under the age of 13. If you are under 13
years old, you should not register for our services or otherwise provide information on our Site.
Your California Privacy Rights
Companies that collect personally identifiable
information from California residents and disclose such information to third
parties for marketing purposes must, in response to a request by a consumer,
either (1) provide a list detailing the categories of information shared and
the entities to which such information was provided, or (2) provide a mechanism
by which a consumer may opt-out of having their information shared with third
parties. We have elected the second option and you may request that your
personally identifiable information not be shared with third parties by sending
your request, including your full name, email address and postal address to: Elder
Depot, 67 Buck Rd, Suite B25 Huntingdon Valley, PA 19006.
In accordance with California Civil Code Sec. 1789.3, California resident users
are entitled to know that they may file grievances and complaints with
California Department of Consumer Affairs, 400 R Street, Suite 1080,
Sacramento, CA 95814; or by phone at 916-445-1254 or 800-952-5210; or by email
to dca@dca.ca.gov.
GDPR Compliance for European Union
(EU) Residents
Elder Depot processes personal data both as a
Processor and as a Controller, as defined in the new GDPR Guidelines issued on
May 25, 2018. If you are a resident of the EU, you can contact us at any time
to request access, corrections, or deletions of your personal information. If
you have questions about Elder Depot’s collection and storage of data, please
contact us at:
Elder Depot, 67 Buck Rd
Rd, Suite B25 Huntingdon Valley, PA 19006, United States
(800) 910-7790 or
(215) 258-2200
service@elderdepot.com
The GDPR only applies to residents of the European Union
(EU). If you are visiting our Site from outside of the United States (U.S.),
please be aware that you are sending information (including Personal Data) to
the U.S. where our servers are located. That information may then be
transferred within the U.S. or back out of the U.S. to other countries outside
of your country of residence, depending on the type of information and how we
store it. These countries (including the U.S.) may not necessarily have data
protection laws as comprehensive or protective as those in your country of
residence; however, our collection, storage and use of your Personal Data will
at all times continue to be governed by this Privacy Policy.
Third party websites
Elder Depot provides links to third party sites
on various pages throughout our website. Please be aware that Elder Depot is
not responsible for the privacy practices or policies of these third party
websites. We do not control the content or links that appear on these sites and
are not responsible for the practices employed by websites linked “to” or
“from” our Site. In addition, these sites or services, including their content
and links, may be constantly changing. These sites and services may have their
own privacy policies and customer service policies. Browsing and interaction on
any other website, including websites which have a link to our Site, is subject
to that website's own terms and policies.
Changes to this privacy policy
Elder Depot has the discretion to update this
privacy policy at any time. When we do, we will revise the updated date at the
bottom of this page. We encourage Users to frequently check this page for any
changes to stay informed about how we are helping to protect the personal
information we collect. You acknowledge and agree that it is your
responsibility to review this privacy policy periodically and become aware of
modifications.
Your acceptance of these terms
By using this Site, you signify your acceptance
of this policy and terms of service. If you do not agree to this policy, please
do not use our Site. Your continued use of the Site following the posting of
changes to this policy will be deemed your acceptance of those changes.
Contacting us
If you have any questions about this Privacy
Policy, the practices of this site, or your dealings with this site, please
contact us at:
Elder Depot, 67 Buck Rd, Suite B25 Huntingdon Valley, PA 19006
Phone: 800-910-7790
service@elderdepot.com
SHIPPING POLICY
- FREE Ground Shipping on all orders over $50.00 within the Contiguous 48 States
- Elder Depot ships most orders by the same business day if placed by 2pm EST.
- Business days are Monday through Friday. We do not ship on Saturday, Sunday, or National Holidays.
- Standard Ground shipments generally arrive within 1-5 business days after your order is shipped, depending on your location to the shipping warehouse.
- Orders are normally shipped without signature required unless requested. To request a signature required for your order, please contact customer service at (800) 910-7790. A $4.95 fee applies per package for signature requests. Once your package has been marked as delivered by the courier (UPS, FedEx, USPS, etc), responsibility of the package and contents are immediately transferred to the buyer.
- Orders cannot be cancelled if they have already been picked and allocated at the warehouse or shipped. Refused items will be handled in the same manner as a standard return under our current return policy and a 15% restocking fee will apply.
Most packages ship with UPS or FedEx, which requires a valid street address; however, some smaller packages may be shipped with the U.S. Postal Service. We use warehouses throughout the U.S. that give us the ability to ship from various locations. In all cases, we will select the location closest to your shipping zip code that has the item(s) in stock, so that you will receive your shipment as quickly as possible. If more than one order is placed shipping to the same location, orders may ship together in one box and include separate packing slips.
Shipping Delays: Please be aware that while we try to ensure all packages are shipped out in a timely manner, shipping delays by the couriers (UPS, FedEx, USPS, etc) due to weather, Covid, or other circumstances can happen while a package is in transit that is out of our control. If you require assistance with an extended delay on the delivery of your package, please contact customer service at (800) 910-7790.
Shipping Rates:
ALL Orders Over $50.00 within the Contiguous 48 States are eligible to receive FREE Ground Shipping (No Excluded Items!)
- Order subtotal of $0.01 to $24.99: Flat Shipping Rate of $7.95
- Order subtotal of $25.00 to $49.99: Flat Shipping Rate of $9.95
- Order subtotal of $50.00 and More: FREE Shipping
UPS and FedEx are our standard courier services; however, we may sometimes elect to use the U.S. Postal Service and other major US carriers for certain shipments. In all cases, your chosen shipping time frame will be matched (i.e. overnight would still be overnight) and you will never be charged more than the rate which was quoted.
Shipping Methods:
Ground Shipping
Shipment will generally arrive within 1-5 business days after order is shipped (Monday through Friday).
Transit time depends on your location to the shipping warehouse. Please be aware that shipping delays by couriers can happen (eg. weather, covid, etc) which are beyond our control.
3-Day Select
Shipment will arrive 3 business days after order is shipped.
Example: Your order ships 3-Day on Wednesday - it will arrive by Monday.
2-Day Freight
Shipment will arrive 2 business days after order is shipped.
Example: Your order ships 2-Day on Thursday - it will arrive by Monday.
Next Day Delivery
Shipment will arrive 1 business day after order is shipped.
Example: Your order ships with Next Day on Friday - it will arrive by Monday.
Expedited Shipments (Rush Delivery Options):
- Expedited Shipments are NOT eligible for Free Shipping.
- Packages are generally shipped by the next business day; business day refers to Monday through Friday and does not include Saturdays, Sundays, or National Holidays.
- Orders received after 1:00pm EST Friday or over the weekend will generally be shipped the following Monday.
- Items that include batteries are not eligible for expedited shipping as batteries are restricted from air shipments.
Tracking Orders:
All orders are assigned tracking numbers after they have been shipped. Your tracking number will be sent to your e-mail address on file. You can quickly track your order by clicking on the link in your e-mail. You can also track your packages by going to your account link on our web site or by calling our customer service department at (800) 910-7790 during business hours. Please refer to the shipping times listed above to determine the appropriate time of delivery.
Cancellation of Orders:
Orders cannot be cancelled if they have already been allocated at the warehouse or shipped. Our standard return policy applies to all refused items. Items that are refused by the recipient will incur a 15% standard restocking fee not to exceed the original and return shipping charges incurred on the shipment. Shipping charges, if applied, are non-refundable for refused shipments.
U.S Territories & International Orders
Shipments to Alaska, Hawaii, Puerto Rico:
Orders can be placed online 24 hours a day using our secure online ordering system. Please note that shipments to Alaska, Hawaii, and Puerto Rico are not eligible for free shipping. Shipping rates will be displayed in your shopping cart once a valid zip code has been entered into the system. Shipping Rates are available through the "view cart" page once items have been added to your shopping cart and you have entered in your zip code at the bottom of the page. You can also view shipping rates by completing the online registration form.
Shipments to Alaska, Hawaii, and Puerto Rico can take up to 10 business days for delivery. More rural areas can experience greater delays.
Shipping rates in the system are auto-calculated by a UPS algorithm that tries to determine the weight, size, and number of possible packages in your shipment. To obtain a more accurate quote for shipments to Hawaii, Alaska, and Puerto Rico, we recommend you contact customer service at (800) 910-7790 who will be able to contact the warehouse to compare different courier rate options and provide the lowest shipping rate for your order.
Shipments to International Destinations:
At the present time, we are not shipping any orders outside of the United States.
Backorders:
Customers will be notified of items on backorder as soon as possible. Backordered items will be shipped separately when available, at no extra cost. We will send you an e-mail notification with your tracking number once the backordered item ships. Items on backorder can be cancelled at any time prior to shipment by contacting our customer service department at support@elderdepot.com or by calling (800) 910-7790.
Elder Depot reserves the right to modify our shipping policy in the future. Any modifications will be
posted on our web site for review.
RETURN POLICY
Your satisfaction is our primary goal at Elder Depot. If you are not satisfied with your purchase for any reason, we gladly accept returns within 30 days of the invoice date (unless otherwise noted on the web site or in the Return Elgibility Section. Please review our full return policy details below. After 30 days, please contact the manufacturer for warranty information. (Please see Damaged or Defective Merchandise: Click Here)
IMPORTANT NOTES:
- All Returns must include a Return Authorization Number.
- Returns will be accepted within 30 days of the invoice date.
- Returned items must still be in new and resalable condition with all parts, instructions and the original unmarked retail packaging.
- Shipping charges (if applicable) are non-refundable.
- A standard 15% restocking fee applies to all items being returned that received Free Shipping (with the exception of telephones, hearing devices & caregiver alarms).
- All refused items will include a 15% restocking fee.
- Return shipping charges are the responsibility of the customer unless the item was shipped in error or found to be damaged or defective, in which case a return label will be shipped with the replacement item.
RESTOCKING FEES FOR RETURNS: Returns are costly for you and us. We charge restocking fees to cover the cost of original shipping charges and return handling. In addition, many distribution warehouses and manufacturer direct items we ship charge a restocking fee to have items returned. We do not intend to make any money with restocking fees. Please be sure to contact us with any questions prior to ordering to avoid unnecessary returns.
- A standard 15% restocking fee applies to all returns that received free shipping when returned within the 30-Day Return Period. This does not apply to telephones & hearing devices.
- In the event that a return is accepted beyond the 30 day return period, the following restocking fees will apply: 30-45 days @ 25% restocking fee. 45-60 Days @ 35% restocking fee.
NO RETURNS WILL BE ACCEPTED AFTER 60 DAYS (30 DAYS FOR ALL HYGIENE PRODUCTS).
Elder Depot reserves the right to make exceptions beyond its 30-Day return policy at its own discretion.
- If item(s) are received in non-resaleable condition or a condition other than "like new", additional restocking fees will apply or the item may be refused for credit, depending on the condition of the item (eg. Product is damaged, shows signs of use, has been written on, has missing packaging, parts, or instructions).
Return Eligibility:
All products must be returned in their original, unmarked retail packaging, with all parts, warranty cards, and instructions.
Please ship items in the original shipping box or other standard shipping box to prevent damage to the retail box when shipping. Please use an outer shipping carton or shipping pouch and DO NOT ship items directly in the manufacturer's retail box. We do not keep manufacturer replacement retail boxes and would need to charge a restocking fee if we cannot use the original manufacturer's retail packaging because it has been damaged in transit, written on, or has shipping labels attached to it.
Health and Safety Regulations preclude us from accepting returns on the following items:
- "Opened" packages of disposable incontinence products (eg. diapers, underpads, gloves, and wipes)
- "Used" or "Washed" personal textile products (eg. reusable briefs, cloth underpads, bibs, gowns, clothing, bedding, and foot/heel pillows)
- "Used" or "Installed" Personal Hygiene products (eg. commodes, urinals, bath mats, toilet seats, toilet rails, wheelchair/ seating cushions, bath/shower chairs, and any toileting or bathing products)
- Mattresses, Wheelchair/ seating cushions, bath mats, vinyl mattress covers, and pillow protectors that have had the original outer plastic packaging opened are non-returnable.
- Games, Puzzles, and Playing Cards with the outer plastic packaging removed are not returnable.
- We cannot accept returns of "partial" cases or if any items within the case have been opened or used.
- Wheelchairs, Rollators and Walkers cannot be returned with signs of use (eg. scuffed wheels, worn parts, etc)
Instructions for Return:
All Returns must include a
Return Authorization Number (RA#) to be accepted.
- Login to "My Account" at the top of the web site. Select "Order History" and click on the corresponding Order containing the item(s) you would like to return.
- For each item in your order that you would like to return, please click the "Return this item" button directly underneath the product.
- A returns specialist will respond with your return authorization number and complete return instructions via email. Please allow up 1 "business day" to receive your response.
- We recommend shipping your return via UPS, FedEx, or other common courier that tracks and insures shipments, as we cannot be responsible for lost or damaged packages.
- Once the item(s) have been received at the return facility, inspection and processing can take up to 5 business days.
- Once an item is determined to be in eligible condition, you will receive an email confirmation that a refund has been issued back to the original form of payment, less shipping and handling charges (if applicable) and any restocking fees that apply.
EXPEDITED RETURN PROCESSING: To help in expediting the returns process, please email returns@elderdepot.com with the tracking number once the item has been shipped back to the return facility.
If you have questions regarding your return, please contact our customer service department at returns@elderdepot.com.
Damaged or Defective Items:
Important Note: Please note that if an item is found to be damaged, defective or missing parts after receipt, our standard policy is to send out either a replacement part (if available) or replace the unit at no cost to you. If you request to return an item due to a damage, defect, or missing part and do not accept the no charge replacement, your return will be processed under our standard return policy as "changed mind/ did not fit needs". Restocking fees will only be waived if upon inspection the item is found to be damaged or defective due to no fault of the customer.
Please Note: Damaged or Defective Products can only be "exchanged" for the exact same product.
DAMAGED ITEMS
If your shipment appears to be damaged, do not accept the package. Instruct the shipper to return to sender. If once opened, you find that the item(s) have been damaged in transit, please let us know no later than 10 days of receipt, so that we can contact the shipping courier to process a claim and re-send a no charge replacement item to you. Depending on the situation, UPS or FedEx may pick-up the damaged item from you within 1-5 business days or we may issue a pre-paid return label so you can return the damaged merchandise for inspection. You can email us regarding damaged items at returns@elderdepot.com or call (800) 910-7790, Monday through Friday from 9am-5pm EST.
DEFECTIVE ITEMS
Please contact us as soon as possible after the manufacturing defect is discovered. Provided we are contacted within 30 days of the original invoice date, we will send out a replacement part (if available) or replace the unit for you at no charge. A Return Authorization Number (RA#) and pre-paid return label will be issued to send back the defective merchandise. You can email us regarding defective merchandise at returns@elderdepot.com or call (800) 910-7790, Monday through Friday from 9am-5pm EST. If you find that the product is defective after the 30-day return period has expired, please contact the manufacturer for warranty information.
RETURN OF DAMAGED OR DEFECTIVE PRODUCTS
If a no charge replacement item is requested and shipped, a Pre-Paid Return Label will be provided for the return of the damaged or defective merchandise. If the original merchandise is not returned back within 15 days of receipt of the replacement item, we reserve the right to charge your account for the cost of the replacement item. If you do not receive the return label or need any assistance with your return, please contact us by email at returns@elderdepot.com or call (800) 910-7790, Monday through Friday from 9am-5pm EST.
Cancellation of Orders:
Orders cannot be cancelled if they have already been allocated at the warehouse or shipped. Our standard return policy applies to all refused items. Items that are refused by the recipient will incur a 15% standard restocking fee not to exceed the original and return shipping charges incurred on the shipment. Shipping charges, if applied, are non-refundable for refused shipments.
Elder Depot reserves the right to modify our return policy in the future. Any modifications will be posted on our web site for review.
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