Our Commitment to You

At Better Mobility Shop, we understand that finding the right mobility and daily living aids is essential for your comfort and independence. We’re dedicated to supporting your journey toward greater comfort and independence through reliable shipping and a straightforward returns process.

Shipping Information

Order Processing Time

All orders are processed within 1-2 business days after payment confirmation. Orders placed on weekends or holidays will be processed on the next business day.

Shipping Methods & Delivery Times

We offer two shipping options to meet your needs:

1. Standard Shipping – $12.95

  • Carrier: DHL or FedEx
  • Delivery Time: 10-15 business days after shipment
  • Tracking: Included with all standard shipments
  • Insurance: Basic coverage included

2. Free Shipping

  • Available for: Orders of $50 or more
  • Carrier: EMS
  • Delivery Time: 15-25 business days after shipment
  • Tracking: Available upon request

Please Note: We ship globally, with the exception of some Asian countries and remote areas. Delivery times may vary depending on your location and customs processing.

Returns & Exchanges Policy

Returns Timeframe

You may return or exchange most items within 15 days of receiving your order. All returned items must be in original, unused condition with all tags and packaging intact.

How to Initiate a Return or Exchange

Follow these simple steps to return or exchange an item:

  1. Contact Our Customer Service: Email us at [email protected] within 15 days of receiving your order
  2. Complete the Return Form: Fill out the form below and include it with your return package
  3. Package Your Item: Securely pack the item in its original packaging with all accessories
  4. Ship Your Return: Send the package to our return address (provided after approval)
  5. Wait for Processing: We’ll process your return within 3-5 business days of receiving your package

Return Shipping Information

Customers are responsible for return shipping costs unless the return is due to our error or a defective product. We recommend using a trackable shipping service and purchasing shipping insurance, as we cannot guarantee we’ll receive your returned item.

Refund Processing

Once we receive and inspect your return:

  • Refund Time: 5-7 business days after we process your return
  • Refund Method: Refunds will be issued to your original payment method (Visa, MasterCard, JCB, or PayPal)
  • Shipping Costs: Original shipping fees are non-refundable

Exchange Process

For exchanges, we’ll ship your new item once we receive the returned product. If the exchanged item costs more than the original, you’ll need to pay the difference plus any additional shipping fees.

Non-Returnable Items

For health and hygiene reasons, the following products cannot be returned or exchanged unless defective:

  • Bath Cushions & Pillows (due to intimate contact and hygiene concerns)
  • Bath Lifts (for sanitary reasons and electrical components)
  • Bed Pads (hygiene products that cannot be resold once opened)
  • Personal care items that have been opened or used

If you receive a defective item from these categories, please contact us immediately at [email protected].

Damaged or Defective Items

If you receive a damaged or defective item, please contact us within 48 hours of delivery. We’ll arrange for a replacement or refund and cover all associated shipping costs.

Return/Exchange Request Form

Please copy and paste this template into your email to [email protected]:

Subject: Return/Exchange Request – Order #[Your Order Number]

Email Content:

Dear Better Mobility Shop Customer Service,

I would like to request a [return/exchange] for my recent order.

Order Information:
Order Number: [Your Order Number] Order Date: [Order Date] Product Name: [Product Name] Product SKU: [If available]

Reason for Return/Exchange:
[Please describe why you’re returning or exchanging the item]

Preferred Resolution:
[ ] Refund to original payment method
[ ] Exchange for [specific product if exchanging] [ ] Store credit

Contact Information:
Full Name: [Your Full Name] Email: [Your Email Address] Phone: [Your Phone Number]

Thank you for your assistance.

Sincerely,
[Your Name]

Contact Us

If you have any questions about our shipping or returns policy, please don’t hesitate to contact us:

  • Email: [email protected]
  • Address: 534 Birch Street, El Paso, US 79901
  • Response Time: Within 24 hours on business days

Our Promise to You

At Better Mobility Shop, we’re committed to your satisfaction and wellbeing. We strive to make both the shopping and returns experience as straightforward and hassle-free as possible, because we understand that the right mobility aids can significantly impact your daily comfort and independence.

Thank you for choosing Better Mobility Shop for your mobility and daily living needs.