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Customer Service

ORDERS:

Your Special Needs Store is an online health and disability business. Due to the high cost of catalog production and shipping, we do not offer a catalog in print. We try to give our customers a detailed description about the products we carry. If you have any further questions, call customer service at 877-301-1918. Or e-mail us at www.customerservice@yoursns.com, we will be happy to assist you.

Most orders placed by 12 noon EST usually ship by the next business day. Orders placed on holidays, week-ends, or any special orders, out-of-stock items, and orders needing verification for processing will require additional time to ship. Changes to an order after it is submitted and approved for shipment may cause processing delays.

For your convenience, we accept American Express, Discover, MasterCard, and Visa. Credit card terms are available through PayPal and Authorized Net. Please note if paying by Certified Check or Money Order, your order may be delayed until we receive your payment. All sales are in U.S. funds only.  

 

SHIPPING:  

We ship from the manufacturers and suppliers directly to you. Your Special Needs Store is an internet store; there is no local pick up from our location. Most orders are shipped by the next business day, by UPS, Fed Ex, or the US Postal Service within the lower 48 states. Delivery of most products will arrive within 3-6 business days, depending on the items ordered and delivery location. We do not ship to PO Boxes. Orders are not shipped on Saturdays, Sundays or holidays. 

International orders are placed only through customer service. Your Special Needs Store does not ship outside the United States; we will ship to your logistic company. All of our distributors, manufacturers, or suppliers do not allow pick up from their locations.  It is your responsibility for the arrangement of the logistic company and any cost of shipping, handling and import taxes.  These costs will not be included with the cost of your payment to us. We will provide the size and weight of your order to the logistic company. Once the product leaves the United States all warranties are null and void, we do not accept returns.

 Shipping and Handling charges plus any fuel surcharges will be calculated at checkout.

Orders shipped to Illinois will have a sales tax charge of 6 ¼ % added to the sub total of the order.

Due to the weight and size of some products, additional ground rate shipping cost will be added. You will be notified to call customer service so we can provide you with the shipping cost.

In the description of products over $100.00, it will state whether it includes free shipping.

Wheelchairs will arrive 3 to 10 days fully assembled, although you may have to put on the removable leg rests.

Stock lift chairs with specific color choices and with no additional options added, will take up to 5 business days to arrive. Special order lift chairs requiring special order fabric, fabric protector, added heat and massage, and custom heavy duty models can take 3 to 4 weeks to arrive. Customer Service can assist you with the available stock lift chairs and custom lift chair orders. Our freight carrier will call you to arrange a specific delivery time.

White glove delivery is a premium option available and is perfect for people who need additional assistance in the delivery of lift chairs and other products. The products will be brought into your home, assembled, tested, and all packaging removed. Additional charges will apply, and customer service will help to set up the white glove delivery.

 

RETURN POLICY

Authorization:

Do not return any products until you call customer service at 1-877-301-1978, Monday-Friday from 9am to 5pm. A customer service representative must authorize a return, and issue a Returned Merchandise Authorization (RMA) Number and provide you with a return shipping address. Products returned will not be credited if a RMA number is not obtained and prior authorization was given.

Return Policy:

Customer satisfaction is important to us. A Customer Service Representatives will help guide you through the return process and with the products that are not returnable. Returns will be accepted up to 45 days after the date of purchase. Many items that are of a personal hygiene, eating, bathing and toileting product or are under a health regulation guideline cannot be returned. In certain circumstances, personal hygiene product may be accepted with prior authorization, unless the hygiene seal is compromised.  Other products that cannot be returned are any custom ordered, any hazardous material, items returned in a damaged or opened box/package, they must contain all its parts, products must be unused and not damaged. Additional nonreturnable products are slings, cushions, commodes, shower chairs, lift chairs and any discontinued items. Once a RMA number is received and customer service has given the authorization for the return, place the product in the original package/box. The original box must be placed in a shipping box with the RMA number on the shipping label.  The RMA number does not go on the original packaging. When requesting a return, please supply the following information to the customer representative. The purchase order number, model, serial number (if applicable), quantity, reason for the return and a valid e-mail.  Once an Authorization number is issued, the item must be returned within 10 business days. When the item is received and inspected, it will be determined if credit will be given. We reserve the right to determine if a product qualifies for a credit or for return as warranty, quality or damaged goods (other than for freight damage) and whether to repair, replace or partially replace any such item. There is no credit due for previous shipping or handling charges that you may have been charged. The shipping of a returned item is the responsibility of the customer and returns are subject to a handling/restocking fee of 25% and a returned item is none returnable after 30 days. International products are non returnable/ nonrefundable.

 

Damaged Goods:

Please check your delivery on receipt. If signing for goods that are damaged please sign as “damaged” or “unchecked” if you are not able to check at the time of delivery. In the event your order is received damage, please contact us immediately or within (2) business days. Please retain the original packaging for the returning order. A customer service representative will help you with the return process, please supply the details of the problem. We will arrange to replace or refund your order, whichever you prefer. Notify us within 7 days of delivery if any incorrect product was delivered. 

Canceled Orders:

Call customer service immediately if wanting to cancel an order.  If we can cancel an order before shipping occurs, no restocking fee will be charged. Orders cancelled after the product has shipped are subject to the standard return policy. Unauthorized returns or refused shipments will not be accepted or credited due to our suppliers policies.