Because we carry so many different brands, some products from certain manufacturers may take longer depending on the type of product you are ordering and if any customization is required. You can always contact our customer service team to get a shipping ETA (800) 674-9349. 

Some items may take longer to arrive. They include:

Custom Lightweight wheelchairs will take 7-10 business days to arrive.

Custom ultra-lightweight wheelchairs will take 2-5 weeks to arrive depending on the manufacturer. Wheelchairs from Sunrise Medical, Invacare, and TiLite generally take about 1 week to produce and 1 week to ship. Please call about specific delivery times for your order.

Lift chairs can take from 5 business days to 4 weeks to arrive depending on the model, fabric and options you have selected. Specific fabric choices that are "In Stock" and leave the manufacturer within 2-3 business days. Any lift chair ordered with heat and/or massage options will take 3-4 weeks to arrive. Other custom chairs, such as heavy-duty models, can also take from 3-4 weeks to arrive. Again, please call customer service for a specific delivery time.

Most travel, folding and standard powerchairs arrive in 3-5 business days due to being shipped via Fedex or UPS. However, larger powerchairs take 7-10 business days to arrive because of being shipped via freight carrier. Custom chairs with non-standard seat sizes or other custom options can take from 1-2 weeks to arrive, depending on the manufacturer. 

Some Travel scooters arrive in 3-5 business days due to being shipped via Fedex or UPS. However, larger scooters take 7-10 business days to arrive because of being shipped via freight carrier. The selection of some accessories on full-sized Pride Scooters, such as special seating sizes, flat-free tires, lighting packages, or turn signal packages, are considered custom orders and will take from 1-3 weeks to arrive.

When we email you with your order confirmation, we will give you an estimated arrival date. If you need more specific shipping information before placing your order, please email us at sales@ncmobilitydirect.com, or call us at (800) 674-9349.

Basic Inside Delivery: This service is a delivery option that applies to all products that are in stock at our location or for products that have been special ordered and shipped to our location. We receive, unpack and test the product prior to delivery and then hand deliver it, via one of our trained mobility technicians. A basic overview and training of the product will be provided at time of delivery. Delivery appointments will be scheduled with a generous time window. Missed appointments by the customer will incur a second delivery charge. Extra Delivery Charges may apply for remote areas or shipping outside of NC. 

White Glove Delivery: (RECOMMENDED) This service is a premium delivery option that applies to certain products such as lift chairs, scooters, powerchairs, beds, patient lifts etc.

White Glove Delivery Details

Here is what you can expect with White Glove Delivery:

1. Your product will be shipped from the manufacturer to our store.
2. We will inspect the product to ensure that it has arrived in perfect condition.
3. We will contact you to schedule a delivery time for your product.
4. At the designated delivery time, our trained technician will: 
   

• Bring your new mobility product into your home.
• Unpack it completely.
• Assist with moving your current furniture in order to make room for the new product. (This does not include the disassembly of an existing bed or removal of an old product)
• Set up the new product in your home at your request.
• Test the new product to ensure that everything is functioning properly.
• Provide a detailed overview and training of the new product.
• Remove any packaging materials.

Delivery appointments will be scheduled with a generous time window. Missed appointments by the customer will incur a second delivery charge. Extra Delivery Charges may apply for remote areas or shipping outside of NC. 

In Store Pickup: This is a FREE option where we receive, unpack, set up and test the product that you've purchased. We will contact you when your product is ready for pick up and we will assist in loading it into your vehicle. Please make sure that your vehicle has ample enough space to accommodate your product. 

At ncmobilitydirect.com, our goal is to ensure that you always select the right product for your needs. However, you may occasionally receive a product that doesn't work for you. If you need to return an item, please review the Return Policy below.

Return Policy

Please inspect your product upon delivery. If the product is damaged or is not the correct product, please refuse the delivery. If your item was delivered without a signature and is damaged or incorrect, please call NC Mobility Customer Service.

Once delivery has been accepted, the following conditions apply:

Many items have a Restocking Fee; please see the individual product.

• You are responsible for the cost of return shipping, and the product must be in the original packaging and unopened.
• The item must be unopened and in new, unused. Indications of use include, but are not limited to: Cracks, scratches, dirty tires, pet hair or other household dirt, wear to seats and armrests, damage to charging ports, scratches to the frame, or scratches remotes.
• All accessories and chargers included in the product's box must be returned. EX. Chargers, baskets, additional colored shrouds. Accessories not included in box, those purchased separately, do not have to be returned as part of a power chair return.
• Unfortunately, outgoing freight, delivery service fees, White Glove Delivery including Tech Set-Up are not refundable.

General Return Windows

Please reference the individual product's Return Tab for specific details regarding an individual product's return policy.
Most items may request a return within 30 days of receipt for a refund. You are responsible for the cost of return shipping, and the product must be unopened in the original packaging.

There are certain products that are custom-made by the manufacturer and are non-returnable. These include:

• Ultralightweight wheelchairs
• Sport wheelchairs
  
• Custom-built lift chairs, including those with upgraded fabrics, heat and massage, PowerPillow, footrest extension or left-hand control options are non-returnable.
• Custom built wheelchairs are made by the manufacturer to fit your specific needs and body measurements and are therefore non-returnable.
• Some scooters and power chairs with custom add-ons
• Vehicle Lifts 
• Stairlifts
• Patient Lifts
  
• Open-Box Items

For hygienic reasons, the following products are non-returnable:

• Bath safety equipment
• Lift chairs
• Seating Products - Cushions and Backs
• All slings
• Mattresses

Some products are non-returnable/non-refundable:

• Products ordered through financing
• Products valued at less than $25
• Used Products
• Batteries and chargers
• Replacement parts 

Returned products are subject to a 25% restocking fee for returns. These include:

• Power wheelchairs
• All scooters
• All manual wheelchairs (excluding custom which are non-returnable)
• Beds

RETURN PROCESS

• Request an RA (Return Authorization) from NC Mobility within the product's return window.
• The easiest way to request an RA number is by calling us at 1-800-674-9349 or email us at sales@ncmobilitydirect.com to request an RA number. Please include your order number, name, phone number and the item number you are returning.
• Once the RA has been issued from NC Mobility, ship the item back to the address noted on the RA within 14 days.
• Once the product is received it will be inspected for damage and signs of use. If item shows any signs of use, NC Mobility is unfortunately not able to issue a refund. In the event your item is not returnable we will contact you and you can decide if you'd like it shipped back. You will be responsible for shipping fees to get the item back to you.
• Once approved, your refund, minus any restocking fees, will be refunded to your original form of payment.

PLEASE NOTE: All returned products require a Return Authorization number. Returns received without this number will not be credited. Products returned without an RA number will not be credited. To receive full credit, items must be shipped within 14 days from the day the RA Number and shipping information were provided by NC Mobility.

Return Shipping
Unless NC Mobility made an error, return freight is the customer's responsibility. We will be happy to help you determine which shipping method to use once you have requested your RA number. We highly recommend insuring larger items for their retail value to protect against shipping damage.

Please be sure to carefully follow all return-shipping instructions that are included with your Return Authorization number. If an item is returned to the wrong address, NC Mobility reserves the right to charge for any additional shipping fees associated with shipping the item to the correct location. In addition, if a scheduled pickup with a delivery carrier is missed, NC Mobility may institute a $10 fee per missed scheduled pickup.

Cancelled Orders
Orders cancelled after the item has shipped are subject to all standard return policies. You must accept delivery, obtain an RA Number and ship the item back to the correct address. If delivery of an item is refused, return shipping costs are deducted from the issued credit and a 25% restocking fee (minimum $25) will apply.

Credits
Once your return is received, NC Mobility will issue a credit to the payment type used for the purchase. Please allow up to 4 weeks for your credit to be issued.
If your item is defective or was damaged in shipping, please call us at 1-800-674-9349 or email us at sales@ncmobilitydirect.com. We will arrange for the item to be repaired or replaced promptly.