Return and Refund Policy
Cancellations & Refunds: At First Class Mobility we pride ourselves on having the best return policies in the industry. Cancel your order any time before it ships completely free of charge (exceptions apply such as custom orders, see below).
If you have questions, please send an email to support@firstclassmobility.com or call us at 307-243-4414
Cancellations (Before Order Ships)
If you need to cancel an order, please contact us as soon as possible so we can refund you in full before your order leaves the warehouse. Reach agents during business hours at 307-243-4414, or the chat in the bottom right, or email support@firstclassmobility.com at any time.
Refunds and Returns.
All our products are sourced directly from manufacturers. If you need to exchange a product, you must first receive a return authorization form. Each manufacturer sets their own timeframes for possible returns. You, as the customer, are responsible for any shipping costs incurred during returns and exchanges.
Once the manufacturer receives and inspects your returned item, your refund will be processed and issued to the original payment method. While inspections can take up to four weeks, they are usually completed within 7–10 business days. The refund will be adjusted for shipping, handling, and a 25% restocking fee.
If you do not see the refund within 7 business days after approval, please contact your bank or credit card provider, as additional processing times may apply.
Returns
You can return your purchase within 30 days for a refund of the purchase price, excluding shipping, handling, and restocking fees. To be eligible for a return, the item must:
- Be in unused condition
- Be returned in its original packaging
- Include all parts, accessories, and documentation
Products manufactured by these Vendors are Non-Returnable:
Company List
- AFIKIM
- Assured Comfort
- Charme Tech
- Dawn House
- Discover Your Mobility
- Green Transporter
- Immersus
- Medacure Inc
- Moxi
- ObboMed
- Pushpak Motors
- Prius Healthcare
- Pro Active Medical Protekt Aire
- ROHO
- Scoota Trailer
- SleepSafe Beds
- Span America Mattress
- Supracor
- Journey - The Perfect Sleepchair (custom made to order)
- Wellell
Product Categories that are Non-Returnable:
Non-Returnable Product Categories
- Adjustable Beds
- Hospital Beds - (cannot be returned - special order item)
- Mattresses such as Low Air Loss and Alternating Pressure types - (non-refundable, custom-ordered products)
- Wheelchair Cushions / Support Surfaces
- Specificied Scooters and Wheelchair brands
Shipping Times
We promise to do our best to get your order to you as soon as possible. We provide estimated shipping times on the product pages. All orders are dispatched within 1-3 business days and delivered within 4-8 business days.
Order delays have proven to be unavoidable and outside of the control of First Class Mobility.. While this might be frustrating, we ask you to please be patient and understanding with us in these tough times. We thank you for your business and appreciate your patience.
Please Read the Following
When you are making a purchase from firstclassmobility.com, you are acknowledging the following of the Exchange Agreement:
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I understand I am to inspect the package upon delivery, and notate and take pictures if there is any damage and provide it to First Class Mobility within 24 hours of the product being delivered.
- I understand that I am responsible for the cost of shipping both ways in the event of a return or exchange, including the cost of return shipping and the shipping cost for the new product in case of a refund or exchange.
- I understand that products need to be returned unopened and unused. An additional restocking fee may occur.
- I understand that if my order has left the warehouse, I am unable to receive a full refund.
- I understand that if I return my order once it has shipped, I will be responsible for paying any return shipping fees and restocking fees, which vary by product, but are usually around 25%.+ 3% transaction fee.
Damages
Please inspect the packaging of your item(s) when they arrive, if you notice any damage, you should make note of it when signing for delivery. If your item(s) arrive damaged please send photos of the damage, box, and SKU, along with a brief description of the damage to [email] and we will process an insurance claim on your behalf. Photos and videos must be sent for freight damage within 24 hours of arrival or the freight damage claim will not be valid. Any punctures or visible signs of exterior damage must be reported within 24 hours.
Warranty
Warranties vary depending upon the manufacturer - see individual product pages for details. Warranty damages occur over time and from use. If an item was damaged upon arrival, and not reported within 30 days, that is not a warranty claim.
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Missed Delivery and Return Policy
In the event that a scheduled delivery appointment is missed due to the freight company's inability to make the delivery, and the goods are returned to the sender, the customer will be responsible for the following:
- A 25% restocking + Handling Fess
- Outbound and return shipping costs associated with the delivery attempt.
We advise all customers to ensure availability during the scheduled delivery window to avoid these additional charges. If there are any issues with the appointment, please contact the freight company or our customer service team to reschedule as soon as possible
BOGO Promotions
In the event of a BOGO promotion, both items must be returned for a full refund. If one of the two items is returned, you will get a replacement of that item or store credit for the value of that item when purchased on its own. If your order has shipped, you (the buyer) will also be responsible for actual return shipping charges and depending on the manufacturer, potentially a restocking fee. Refunds will only be issued to the original credit card that you used when placing your order.
All customers agree that they have read, understand, and agree to the terms and conditions above.
Individual items will have varying refund and return policies depending on the manufacturer. Please see individual product pages for details or contact [your store email].
Chargebacks
Our team of agents is here to assist you and resolve any issues. We have purposefully made our policies as fair as possible, and we believe they are the top in the industry. We are on your team. We are immediately responsive and will do all that we can to help you out and provide the best resolution.
Given this, any customer that files a fraudulent chargeback will be held criminally liable for theft. If you have not received a product, or have an issue with a product that you did receive, please contact us, and we will help you resolve your issue. Please do not file chargebacks for issues that we can resolve together. Thank you for shopping with us!
Contact support@firstclassmobility.com with any questions,
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