GENERAL CONTENT & USAGE POLICY

The contents of ECEMedical.com, such as text, graphics, images, and other material contained on the ECE Medical site (“Content”) are for informational purposes only. The Content is not intended to be a substitute for professional medical advice, diagnosis, or treatment. Always seek the advice of your physician or other qualified health provider with any questions you may have regarding a medical condition.

If you think you may have a medical emergency, call your doctor or 911 immediately. ECEMedical.com does not recommend or endorse any specific tests, physicians, products, procedures, opinions, or other information that may be mentioned on the Site. Reliance on any information provided by ECEMedical.com, ECE Medical employees, others appearing on the Site at the invitation of ECE Medical, or other visitors to the Site is solely at your own risk.

TERMS OF USE

The corporation, its suppliers and manufacturers are committed to maintaining information that is as accurate as possible provided on our Website via regular updates. However, due to human error, or otherwise, the Website may contain pricing, product descriptions, quantities, images, product discontinuation and/or other content on this Website that may be incorrect, incomplete, inaccurate, unreliable, not current, and/or not error-free. While we make every effort to ensure these mistakes do not happen, the Corporation cannot honor incorrect prices, misprints or typographical errors. In addition, the Corporation shall not be liable for manufacturer price changes, which may occur at any time without prior notice. The Corporation reserves the right to change prices and/or information for all products without prior notice. The product images on the Website are for illustration purposes only. Design revisions and color variations may apply.

 
In the event an error is found, the Customer will be notified as soon as possible. At that time the Customer will have the opportunity to proceed with their order with the corrected pricing and/or quantity or cancel their order completely. In addition, if a product received is not as described, the Customer may return it in unused, resalable and original package condition as per our return and exchange policy above.
 
The Corporation is solely a mail order company which carries over 2,500 products. It is not possible for our representatives to know each product carried in full detail. While we will help the customer to the best of our ability, the Corporation cannot guarantee a product’s compatibility and will not be held liable for any incorrect information given. It is the Customer’s responsibility to do further research before making a purchase. For further information or questions regarding any of our products, please contact the product manufacturer directly.
 
The Corporation at any time may amend polices contained on the Website. By using this Website, you agree to be bound by any and all such amendments.
RETURNS & EXCHANGES
At ECEMedical.com we are committed to nothing short of excellence before, during, and even after you receive your merchandise from our store. We realize that even though we provide only the best in medical supplies and equipment, you may occasionally find it necessary to return or exchange an item. We understand that sometimes things change. We, too, always do our best to proof read each order before we confirm it.
 
Damaged and Defective items: PLEASE NOTE that this page covers only items that the customer wants to return of his own volition. If an item arrives damaged or with a manufacturer defect or other error to which we are at fault, rest assured that we will do everything in our power to repair or replace it at no cost to you, even if it’s an item that is generally non-returnable. (Please see our Delivery Policy for more details.)
 
Conditions for Return 
Most items that we sell may be returned within 30 days of delivery for a full refund, minus shipping and restocking fees (where applicable), provided you follow the instructions listed below.
All returns must meet the following conditions:
 
– The item must be clean (no cracks, scratches, dirty or marked tires, etc.
– The item must be unused
– The item must be in its original unopened packaging.
– In addition, the item cannot be one of the “non-eligible returns” listed below.
 

Items Not Eligible for Return 
Due to governmental health and hygienic regulations, we cannot accept the following items for return:

– Bathroom safety equipment (such as raised toilet seats, bath/shower transfer benches, grab bars, bathroom wheelchairs, tub bars, bath lifts, commodes, etc.)

Oxygen tanks and regulators

Seat cushions and backs

Opened packages or anything that cannot be resold as New.

Other items specifically marked as “non-returnable” in the item’s website description

In addition, we also cannot accept:

  • Return requests more than 30 days after delivery
  • Any item that has been modified or used
  • Any item not in its original packaging
  • Special orders
  • Custom quoted bulk orders
Charges and Fees 
Assuming all conditions are met, we will be able to provide you with a FULL REFUND, minus shipping fees, and, on some items, restocking fees as well. These fees vary depending on the product.
 
Shipping Fees 
All Shipping charges are non-refundable. For orders that received “Free shipping” or if the item was advertised as “Free shipping”, our actual outbound shipping cost of the item will be withheld from your refund amount.
Return shipping costs (of sending the item back to us) are also the responsibility of the customer. (Unless the item is being returned due to our error, manufacturer defects, or damage during shipping, in which case we would send you a prepaid shipping label. See our Delivery Policy for more details.)
 
Why Shipping Fees? Even though you’re giving us back an item that we can resell, the shipping itself is a service that the carrier (UPS, FedEx, or a freight company) has performed and can never get back. Even if an item had “Free Shipping”, that didn’t mean that for your particular item (and generally, “Free shipping” is for the larger items) it cost UPS nothing in gas or manpower to get it to its destination. It means that, out of loyalty to our customers, we have covered that shipping fee. So when a customer returns an item, the amount we paid still has to get deducted.
 
Restocking Fees 
Most of our items are exempt from restocking fees. However, several items do have a 25% restocking fee, and we have to deduct it from your refund.
The following items (which may change at any time) are subject to restocking fees:
 

All items in the following categories:

  • Lift Chairs
  • Patient Lifts
  • Scooters
  • Wheelchairs (Manual, Power, and Transport)
  • Defibrillators (AED’s)
Why Restocking Fees? Like almost all online retailers, we are sometimes forced to charge a restocking fee. We ship items directly from our manufacturers and suppliers, and the address we give you to return the item is the appropriate manufacturer or supplier. These companies have to employ personnel to accept returns, inspect them to make sure all conditions are met (all the pieces are there, original packaging, no damage, no wear and tear), repair occasional minor damages caused by return shipping (if not large enough to cause them to refuse the item), replace missing hardware, packaging, and instruction manuals, and put the item back in circulation. The manufacturers charge the retailers a fee for this service, which the retailers, ourselves included, have no choice but to pass on to the customer.
 

Return Procedures 

  1. Customers must have a Return Merchandise Authorization (RMA) number to qualify for a return. Items returned without an RMA# will not be accepted. The appropriate parties need to know it’s coming.
  2. For a return to be accepted, customer must request an RMA number within 30 days of delivery.
  3. The easiest way to request an RMA number is by completing our easy online Return Authorization Request Form. Once it’s approved, we will send you an email within 1-2 business days containing easy and precise shipping directions, including your RMA# and the appropriate return shipping address.
  4. Items must be returned within 14 days of your receiving your RMA number.
  5. We recommend that you make sure the item is packed properly and that the shipment is insured for its retail value. You should also obtain a valid tracking number. We are not responsible for items that are get lost or damaged on the way from the customer’s address to any of the return facilities.
All returns are subject to inspection. They must be in new, unused, resalable condition and contain all packaging materials, manuals, and blank warranty cards. Any item not in its original condition will be deemed unsuitable for resale and will not be accepted for a refund.
 
NOTE: Returns to our corporate headquarters, listed on the Contact Us page, will not be accepted. You must ship the item to the address we give you in the email. If an item is shipped to our corporate headquarters, we will have to ship it yet again to the appropriate facility, and we will have to deduct yet another shipping charge from your refund.
 

Exchanges 
To exchange an item, you must:

  1. Request an RMA# to return the first item (see above).
  2. Place a new order for the exchange.

If you’d like to get the second item quicker, you may place the order as soon as you request an RMA#.

 
Refunds 
If you would prefer a refund, it will be issued within 30 days after we have received, inspected, and approved the return. We will send your refund via the original payment method that you used to pay for the item.
 
Cancelled Orders 
Any order that the customer cancels after it has been placed, even if the customer has not received the item yet, is subject to regular return policies. Customer must accept delivery, and then contact us to set up a return, as per the instructions above. (This is because most orders begin processing almost immediately, as we can’t hang onto items in case the customer changes his mind and decides he doesn’t want it. If you’ve already placed an order, you have to assume it’s already gone out.)
Obviously, in those rare cases that the item is on backorder and actually hasn’t shipped yet, you would be able to cancel the order. But in that case, we would let you know the situation and give you that option. (See Shipping Policies page for details.)
 
ECE Medical is committed to providing you with reliable, dependable service. Please contact us with any comments or questions, and we will try to address them in an efficient manner.
SHIPPING POLICY
At ECEMedical.com we are committed to getting you your items as quickly and as smoothly as possible. Please note that to do this, we have to have a system. Please read the following, so you know what to expect, and can plan your orders accordingly.
 
Shipping Rates 
At the moment we currently offer only 1 shipping option; Lightning Fast Shipping with a standard rate of $12.95 (which may change at any time) on all orders.
 
International Shipping 
ECEMedical.com currently does not ship outside the USA. If you are ordering from our online store please ensure the delivery address is located within the united states.
 
ECE Medical is also not responsible for any taxes, duties, or fees (including brokerage and customs fees) that are associated with any purchase. 
 
Shipping Times 
Rather than shipping items out of our own warehouse, ECE Medical ships them directly from our suppliers and manufacturers, which saves a lot of time and ensures that you get your order faster than any other store can provide.
 
We do not ship on Saturdays, Sundays, or legal holidays.
 
In-Stock Items 
Most items listed on our site are in stock, and will say this on the site. Most in-stock items go out almost immediately, and are shipped to your destination from the closest in-stock warehouse. Sometimes, an order of multiple items may be shipped piece by piece from more than one warehouse, based on stock and availability, and might show up at your door in more than one box, and even on different days. This will not affect shipping charges.
 
We do our best to provide you with accurate Shipping Times, based on the information provided to us by our distributors. Note that these times represent the number of business days until they finish processing your order and put it on the truck. Also note that the times are estimates only, and are subject to change.
 
Once shipped, most orders are delivered, on average, in 1-3 business days. Some may take as long as 7-12 business days, depending on the location of the closest in-stock warehouse. ECE Medical is not responsible for outside costs associated with shipping delays (like, for example, if your scooter didn’t come, and you had to hire someone to carry you around that day). 
 
Backorders 
Once in a while, even an item shown to be “in stock” can be pre-sold, or there could be a sudden run on an item that we did not see coming.
If this happens, we will not keep it under our hats. You will get an email notification within one business day informing you of the situation and telling you when your order is currently expected to be delivered. At that point, you will have 2 options:

  1. Continue to wait for your item (We will send you an email as soon as it ships.)
  2. Cancel the order and see if you can get it faster somewhere else (though we ship from the manufacturers themselves, so good luck with that). Items on backorder can be cancelled at any time before they actually ship. Once they ship, the order will proceed as normal.
If, for any reason, we are unable to fill your order, you will be promptly refunded.
 
Please realize that it is the customer’s responsibility to check and respond to emails from our support team in a timely manner. If you delay your response, that might delay shipping. In addition, customers who choose not to provide us with a functioning email address will not receive these notifications.
 
(Also note that sometimes, notifications from online retail companies go into SPAM, so if you haven’t heard from us, make sure to check your SPAM folder.)
 
Order Tracking 
We will usually send you a fulfillment email and tracking numbers within 24-48 hours of shipping your order.
Items may sometimes arrive at your door before you receive the tracking information.
That said, if you do not receive your tracking number within the specified time frame, don’t panic. As mentioned above, items ship from the manufacturers and suppliers, some of them almost immediately, and only once we are notified of this do we send you the email. So just because you haven’t received a tracking number yet doesn’t mean the item hasn’t shipped.
 
ECEMedcal.com is committed to providing you with reliable, dependable service. Please contact us with any comments or questions, and we will try our best to address them in an efficient manner
DELIVERY POLICY
At ECE Medical, we are committed to getting you your items as quickly and as smoothly as possible. Please note that to do this, we have to have a system. Please read the following, so you know what to expect, and can plan your orders accordingly.
 
Standard Delivery 
Orders to the lower 48 states are typically shipped by UPS or FedEx Ground, though some are shipped through the US Postal System. Items generally arrive within 1-3 business days, though some may take as long as 7-12. (See our Shipping Policy above for details.)
 
Please note that due to shippers’ restrictions, we cannot ship to a PO Box, Even if you think your item is going to fit.
 
Most larger, hard-to-lift items, such as scooters, wheelchairs and lift chairs, usually leave the warehouse within 1-3 business days via a common carrier or freight company. Thus, shipping may actually take 5-7 business days from the time the order leaves the warehouse. The freight company will contact you when the item has arrived at their local facility and schedule a delivery time that is convenient for you.
 
Delivery Issues 

  1. Refused Delivery 
    Undamaged items that are refused upon delivery, orders cancelled by the customer while in transit, orders with 3 or more failed delivery attempts, and items returned without first receiving an RMA (Return Merchandise Authorization) number will automatically incur a 35% restocking fee.
    In addition, the original shipping (and Expedited Shipping) charges will be deducted from your refund, as we did bear that expense. (This includes items that we offer as “FREE SHIPPING”, as the truth is that carriers don’t actually ship things for free, out of the goodness of their heart. They bill us for it, and “FREE SHIPPING” means that we eat that expense, out of loyalty to our customers.)
    We are also not responsible for items that are lost due to customer refusal.
  2. Lost Shipments 
    Packages that are lost in transit are usually located by the carrier and delivered. To avoid duplicate shipments, we can send replacements only after the claims process is complete. Although we are unable to expedite this process, be assured that we are working diligently to resolve matters.
    However, ECE Medical is not responsible for any shipments that are lost due to customer error. Please make sure to enter all of your information correctly when placing the order. If you’ve given us an address that doesn’t exist, that is not our fault.
    If your tracking information shows that the item has been delivered, but you don’t think you got it, make sure to check everywhere. Occasionally, if you’re not home, a carrier will leave a package with a neighbor, a building manager, on the back porch, or behind some bushes.
    If there is no tracking information, or if the tracking information shows that the item has been returned to us, please contact us by phone or email. We may have the wrong shipping address, the driver may have unsuccessfully attempted delivery, or the carrier may have lost it.
  3. Damaged Items 
    We understand that products may become damaged in transit, or that occasionally, there may be a manufacturer defect. Rest assured that if this happens, we will stand by you and do everything we can to resolve matters — at no expense to you.
    However, for us to offer this level of service, we need a little help from you. Make sure to inspect every item upon delivery, looking, specifically, for an sign of damage on the boxes, which may indicate damage inside the boxes as well. Even if you’re not planning on using the item for a while, we need you to look it over immediately, and if the item is damaged, to report the damages or refuse delivery and contact us immediately. (That way, we know it was the carrier who damaged it.)
    Most carrier’s policy is that damage must be reported within 24-48 hours of delivery. Failure to do so may result in a charge for an otherwise-free replacement item.
    If you noticed the damages after the driver has already left, contact the carrier immediately, and keep the packages in as-delivered condition until someone arrives to inspect it.
    Our standard policy is to repair or replace all damaged items as soon as possible at no additional charge. However, if you’d rather exchange it for a different item, the “Standard Return Policy” applies, there may be restocking fees, and shipping costs will be deducted from your credit. 
ECE Medical is committed to providing you with reliable, dependable service. Please contact us with any comments or questions, and we will try to address them in an efficient manner.
PRIVACY POLICY
ECE Medical respects the privacy of its customers’ personal or health related information and will not, under any circumstances, exchange, sell or otherwise spread the use of any information collected on ECEMedical.com, by telephone or by mail. All information collected will be kept confidential and used only to serve customers or as required by law.
 
Please note, if you decide not to receive marketing emails from ECEMedical.com, you may still receive ‘Transactional’ email messages regarding your order (i.e., order confirmation, shipping information, customer service notifications, abandoned shopping cart reminders, etc). You can easily opt out of all email communications from us by clicking on the “Unsubscribe” link at the bottom of all email messages. If you have questions or concerns regarding this statement, please contact us at: Support@ECEMedical.com
 
ECEMedical.com may use cookies to improve your online browsing and shopping experience. These cookies will not store any personal information such as your name, physical address, e-mail address, or telephone number. They merely inform us that you have previously visited our site.
 
“Cookies” are small pieces of information that are stored by your browser on your computer’s hard drive. Our cookies do not contain any personal identifying information, but they do enable us to personalize our home page for you and allow us to store items in your shopping cart between visits. Most Web browsers automatically accept cookies, but you can usually change your browser settings to prevent it from doing so. Even without a cookie, you can still use most of the features in our store, including placing items in your shopping cart and purchasing them.
Keeping your personal information confidential is a top priority for all ECE Medical employees.
  1. We will safeguard, according to the strictest standards of security and confidentiality, all nonpublic, personal information that our customers or representatives of our customers share with us. “Nonpublic, personal information,” include information such as a customer’s name, address, telephone number, social security number, date of birth, website usage history and online applications or other forms, and medical information.
  2. We will maintain safeguards, physical and electronic, to protect that information. We will conduct our business in a manner that keeps personal customer information secure.
  3. We will limit the collection and use of customer information to the minimum required to deliver superior service and conduct our business. We collect personal information about customers from the following sources:
    • Your inquiries to ECE Medical via phone, Email, mail courier, or our Website;
    • Your transactions with us, our web-affiliates or others; and
    • Your transactions with non-affiliated third parties.
  4. It is our policy that authorized ECE Medical employees may only access personal information on a need-to-know basis. We may contact you regarding fund solicitation/account resolution, sales, or product deliveries. ECE Medical workers who violate our Privacy Policies are subject to disciplinary measures.
  5. We will not share personal customer information (of either current or former customers), outside of ECE Medical for any purpose other than to facilitate payment for services rendered either to the customers’ insurance companies or collection agencies, unless the disclosure has been authorized by the customer or is permitted or required by law.
  6. Whenever we retain other organizations to provide support services on behalf of our company, we will require them to protect customers’ personal information.
  7. Please contact us if there is any change to your personal information.
  8. When necessary, we will review and revise our Privacy Policies to protect customer information