Return Policy

 

Return Policy

You may return eligible purchases, that are not "custom orders" within 30 days of receipt for a refund of the purchase price excluding our shipping and handling costs and 25% return fee. Products must be new in and in the original box to qualify for a return authorization.  Click Here to submit a return request.

Most of our products offer free shipping, but please be aware that if you return one of these products, our actual outbound shipping costs will be deducted from your return refund. In addition, our items carry a 25% return fee, which will be deducted from your refund should you wish to make a return.

When sending an item back, you will be responsible for the return shipping costs. If you refuse an order, it will then fall under our standard return policy, where round-trip shipping and a 25% return fee will be deducted from your refund. Custom orders** can not be canceled or returned.

Mattresses not standard size (36" x 80") can not be returned. Certain products such as 42" x 48" width or 84" Length mattresses and Hospital beds cannot be returned because they are considered custom orders.**

Due to laws regarding used medical products, neither we nor our suppliers can take them back. However, we understand that exceptional circumstances can occur, and we will be happy to discuss them on a case-by-case basis.

If your item is problematic due to a manufacturer’s defect, we can either replace the defective part, have the item repaired, or if necessary, replace the entire unit.

All returned products must be in their original condition and packaging. A refund will not be issued if a product is not in its original box or shows clear signs of use. WoundCareMattress.com and/or the manufacturer will inspect the returned item and make the final decision on the return if it is shipped directly back to them. Unfortunately, we cannot accept returns for products that have been used, assembled, or modified.

There is a NO Return Policy on the following Products:

Hospital Bed - SKU WCM-ACBED

Non-Powered Mattress - SKU WCM-FSXC36

Air Mattress - SKU WCM-36Q (36", 42", 48")

 

 Policy for Packages Not Delivered on Time Due to Carrier Delays

At WoundCareMattress.com, we are committed to ensuring timely delivery of all orders. However, once a package is handed over to the shipping carrier (e.g., FedEx, UPS, USPS), delivery timelines are beyond our direct control. While we strive to partner with reliable carriers, occasional delays may occur due to unforeseen circumstances such as weather conditions, high shipment volumes, or other carrier-related issues.

To address these situations, our policy is as follows:

  1. Tracking Information:

    • Customers will receive a tracking number once their order has shipped.
    • It is the customer's responsible for monitoring the tracking details and reporting any anomalies to us for further assistance.

  2. Delayed Packages:

    • If a package is delayed beyond the carrier's estimated delivery time, customers are encouraged to contact us. We will work with the carrier to investigate and resolve the issue.
    • Please note that carrier delays are not grounds for immediate refunds or cancellations unless the carrier declares the package lost.

  3. Lost Packages:

    • Claims for lost packages must be made within seven business days of the estimated delivery date.

     

  4. Delivery Guarantees:

    • Expedited shipping options may come with delivery guarantees. If the carrier fails to meet these guarantees, we will assist in filing a claim for reimbursement based on the carrier's policies.

  5. Customer Support:

    • Our customer support team is available to help resolve any shipping-related issues. While we cannot guarantee compensation for carrier delays, we will work diligently to find the best solution.