Order Processing
Once your order is placed, you will receive a confirmation email acknowledging receipt of your order.
Orders are fulfilled directly through our authorized manufacturer partners to ensure you receive the newest production inventory.
If an item is temporarily unavailable, we will contact you promptly with updated availability and options. At that time, you may choose to proceed with the revised timeline or cancel for a full refund.
If you confirm that you wish to proceed, the order becomes a confirmed backorder. Once we commit funds with the supplier to reserve inventory specifically for your order, it cannot be cancelled.
You will receive email updates throughout the process, including tracking details once your order ships.
Cancellations within 24 hours may be approved at our discretion if the order has not yet been placed with the supplier or shipped.
Returns
Eligible products may be returned within 7 days of delivery with prior return authorization.
Approved returns may be subject to:
- A 25% restocking fee
- Non-refundable outbound shipping charges
- Non-refundable white-glove delivery charges (if applicable)
- Return shipping costs paid by the customer
Returned items must be unused, in original packaging, and include all parts, accessories, manuals, and documentation.
Return requests submitted after 7 days of delivery may not be eligible for approval at our discretion.
To request a return authorization, please contact:
support@firstclassmobility.com
Pre-Orders & Backorders
Some products may require advance reservation to secure manufacturer inventory.
Pre-orders and confirmed backorders are paid in full at the time of purchase. Once inventory is reserved and funds are committed with the supplier, these orders cannot be cancelled.
Estimated shipping timelines are provided in good faith. Delays may occur due to manufacturing schedules, supplier availability, or freight logistics.
Any exception granted is at our sole discretion and may be subject to a cancellation and restocking fee.
Final Sale Items
Due to hygiene, safety, or manufacturer restrictions, the following items are non-returnable:
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Beds and mattresses
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Batteries and chargers
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All lifts (residential, vehicle, and patient lifts)
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Lift chairs, geri chairs, and patient room chairs
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Wheelchair cushions, support surfaces, and slings
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Mobility and Lift accessories
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Red light therapy devices
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All products sold under the brand Discover Your Mobility
View the full list of non-returnable brands here
Non-Returnable Accessories
Accessories are final sale and are not eligible for return or refund unless they arrive damaged, defective, or were shipped in error.
For purposes of this policy, an accessory is any optional add-on, enhancement, replacement component, comfort item, positioning aid, storage item, battery, charger, or similar product designed for use with a primary piece of durable medical equipment.
Examples include, but are not limited to:
- Spare batteries
- Chargers
- Cup holders
- Storage bags
- Seat cushions
- Positioning supports
- Travel covers
- Replacement parts
- Other optional add-ons and upgrades
Missed Deliveries, Refused Shipments & Incorrect Addresses
Freight and large-item deliveries are scheduled to the address provided at checkout. Please ensure all delivery details are accurate before submitting your order.
If an order is refused at delivery or returned to the sender, a 25% restocking fee will apply, and all outbound and return shipping costs will be the customer’s responsibility.
If an incorrect or incomplete address is provided and the shipment requires re-delivery, address correction, or is returned to the sender, the customer is responsible for any additional shipping, freight, storage, or re-delivery fees charged by the carrier.
Warranty
All products are covered by the manufacturer’s warranty, which varies by brand and product.
We are happy to assist you with documentation, proof of purchase, and guidance throughout the warranty process. Warranty service, repairs, and replacements are handled directly by the manufacturer in accordance with their terms and coverage.
After the return period has passed, any repair or replacement requests will be subject to the manufacturer’s warranty policy and may require return of the defective item for inspection.
Payment Disputes
If you experience any issue with your order, please contact us directly so we can resolve it as quickly as possible.
In the event of a payment dispute, we may provide order records, communication history, and this policy to the payment provider for review.
Agreement
By placing an order with FirstClassMobility.com, you agree to the terms outlined in this Refund & Return Policy, including applicable restocking fees, shipping charges, and final sale exclusions.
Product specifications are provided by manufacturers as general guidance. Actual measurements and performance may vary slightly due to production tolerances, optional accessories, or model updates.
Dolphin FIS Mattress User Manual 