We sell and ship directly worldwide. We will generally handle customs and tax, but some countries have additional challenges that have to be solved on a case-by-case basis.
We'll make sure that the purchaser gets tracking information for any shipment. We'll not be sending notices of progress on an order, however, unless something has caused a delay. You are welcome to inquire any time, of course. With high value orders, for which payment is not taken until the order is ready to ship, we'll notify the purchaser when payment is due, then again upon shipment.
Purchased items: After you let us know the item(s) must be returned, we will issue a Return Material Authorization (RMA). If the item is coming back after the trial period or for warranty work, we will also send pre-paid shipping labels. On international orders, we'll handle customs and tax issues.
Rental trials: The item(s) will be picked up automatically at the end of the trial period. You are expected to repack the item(s) beforehand.
It is critical that return items are packed exactly according to the repacking instructions, so as to avoid damage in transit. Repacking instructions are placed in the shipping cartons and are also in the Owner's Guides.
The standard trial period is 30 days after delivery. This applies to any item(s) that have been purchased without first having an in-home rental trial.
Please notify us of incorrect items immediately.
Hidden shipping damage discovered after the delivery person leaves should be reported to us immediately, and we'll make the necessary arrangements.
If a carton appears damaged, however, please don't let the delivery person leave until you've had a chance to look inside. Damaged shipments should be refused, in other words, you should not sign for the delivery; the delivery person will have to take the items back on the truck. You may wish to call us for advice while the driver waits, however, in case a field repair may be possible.
Returned item(s) will be inspected and tested, and if there is damage that clearly occurred in use or due to faulty repacking, then the costs associated with refurbishing the item(s) will be deducted from the refund. Otherwise, the refund will be for the full price paid, less shipping costs.
Refunds on domestic orders will be issued within 30 days after we receive the item(s). Refunds on international orders will be issued in two amounts: (1) the price of the item within 30 days; (2) the amount of the duties and taxes when we receive them.
Pre-owned items and items purchased after having had a rental trial are not returnable under this policy, unless specifically declared otherwise.