Terms and Conditions

The seller is Heavy Duty Mobility LLC, a Delaware limited liability company, Delaware file number 6441621. Our mailing address is 2093 Philadelphia Pike #2899, Claymont, DE 19703. Our phone is (888) 233-5563 and our email is support@heavydutymobility.com. “We” and “us” mean Heavy Duty Mobility LLC. “You” means the person or organization placing the order or using the site.

Sections 1 to 12 apply to orders. When you place an order you check a box to agree to these terms and to our Returns and Warranty page, and our Shipping and Tracking page also applies to your order. Section 13 applies to anyone using the site. If another page gives you a stronger right on a delay, a damaged or defective item, or our liability, that page wins. On anything else the more specific page wins.

1. Who can buy

You must be at least 18 to place an order. We sell only to customers in the United States and ship only to US addresses. Orders to Alaska, Hawaii, Puerto Rico and other US territories are taken by phone, as explained on our Shipping and Tracking page.

Government agencies, the VA, schools, nursing homes, assisted living facilities and businesses are welcome to buy from us. Orders placed under our GSA Federal Supply Schedule contract or on a government purchase order we accept are governed by that contract or order. A written quote we accept for a business order overrides these pages where it differs. The dispute clause here does not apply to a government buyer where it conflicts with the law that governs that buyer.

2. Product information

Specifications, photos and features come from each manufacturer. We check them, but manufacturers change models, colors and parts without telling us. Colors on screen can look different in person. If a published specification turns out to be materially wrong for the unit you received, contact us within the return period and we will put it right or take the unit back at our cost, with no restocking fee and no return freight.

Some products are marked call for price, call for lead time or discontinued. Those cannot be bought online. Call us and we will give you a current price and delivery date in writing.

Please measure doorways, ramps, vehicle cargo space and storage areas before you order, and check that a vehicle lift suits your vehicle and its hitch rating. We are glad to help you check. Ride and install each product as its manual says.

Local rules on where mobility scooters and similar vehicles may be ridden differ from place to place. Check with your city or county before you ride on a road, bike path or sidewalk.

3. Orders and prices

Your order is an offer to buy. We accept it when we ship the item or when we email you to say the manufacturer has started building it. The automatic email you get right after ordering confirms that we received your order. It is not an acceptance. Acceptance does not remove your right to cancel within 24 hours for a full refund if the item has not shipped, except for a custom built unit the manufacturer has already started building.

If a price, description or stock status was wrong when you ordered, we will contact you before shipping. You can then confirm the order at the correct price or cancel it for a full refund.

We may decline or limit an order, for example when a product has been discontinued, when we cannot verify the payment or the delivery address, or when an order looks fraudulent. If we decline an order after charging you, we refund the charge in full.

Prices are in US dollars. We charge sales tax where the law requires it.

4. Payment and financing

We accept credit and debit cards, PayPal, PayPal Pay Later, Venmo, Apple Pay, Google Pay, Amazon Pay, ACH bank payment, Klarna and Affirm. Online card and wallet payments are processed by PayPal, Stripe and Amazon. We do not store full card numbers.

Klarna, Affirm and PayPal Pay Later are separate credit agreements between you and those providers. The provider decides whether to approve you and on what terms. We do not lend money or set interest rates. Our Financing Explained page describes each option.

Orders are screened for fraud before they ship. We may ask you to confirm your identity or billing address.

5. Shipping and delays

Each product page shows the time to ship for that model. Our Shipping and Tracking page explains delivery, appointments, white glove delivery and what to do if anything arrives damaged.

If we cannot ship within the time on your order confirmation, we email you before that time with a new date or with a statement that we have no date. That email says you can cancel for a full refund.

• On our first delay notice only, if the new date is 30 days or less after the original date and you do not reply, we treat that as agreement to wait. The email says so. You can still cancel for a full refund any time before it ships.
• If the new date is more than 30 days after the original date, we have no date, or we have already sent you a delay notice, we do not ship unless you reply and agree. If you do not agree, we cancel the order and refund you. Silence is never agreement on a second or later delay.

A full refund includes shipping and any white glove fee, with no restocking fee, and applies to custom built units as well. We refund within 7 business days, or within one billing cycle if you paid by card.

The item is at our risk until the carrier delivers it to the curb at your address, or inside your home if you bought white glove delivery.

6. Returns, cancellations and faulty items

Our Returns and Warranty page sets out cancellations, returns when you change your mind, the restocking fee, and which products cannot be returned for a change of mind. A change of mind return needs a returns authorization before you send it.

You do not pay a restocking fee or return freight, and an item from a no return brand can still come back, when it arrives damaged, has a fault covered by the manufacturer’s warranty or by the law where you live, is not what we described, or when we miss the ship time. Our Shipping and Tracking page says how to report damage you find after delivery.

7. The warranty comes from the manufacturer

The written warranty on a product is given by its manufacturer, not by Heavy Duty Mobility LLC. The manufacturer’s written terms control what that warranty covers and how long it lasts. The manufacturer decides claims under its own written warranty. The type and the length are shown on the product page. The full warranty text is on the product page, or linked from that page, before you buy. We will also send you that text free of charge if you ask.

We act as your go-between on a claim under the manufacturer’s written warranty. We help you put the claim together, send it to the manufacturer, follow it up, and keep you informed. We cannot approve or refuse that claim for the manufacturer.

We do not issue our own written warranty on the product, except where state law requires one. What we state on the product page is part of our contract with you. If that statement is wrong, we are responsible for it.

A paid service plan is a separate service contract, not a warranty from us. It does not replace the manufacturer’s written warranty. The plan’s own terms say what it covers and who must perform the work. If we promised that work, we will honor the plan.

Where the law allows a limit, the implied warranty of merchantability from us lasts only as long as the manufacturer’s written warranty on that product, and never shorter than the minimum time your state law sets. Some states do not allow any limit, and in those states we do not limit it. We also do not limit or exclude any implied warranty if you buy a service plan from us or through this website at the time of sale or within 90 days after the sale.

Laws in some states on wheelchairs and other assistive devices give you repair, replacement, or refund rights. Those duties can fall on the manufacturer, on us, or on both. Nothing in these terms reduces those rights. Nothing in this section takes away a claim against us if the product is damaged, is not what we described, or is not fit for ordinary use, at delivery or later. Nothing in this section takes away a claim under a service plan we promised to perform.

8. Medicare, Medicaid and insurance

Medicare pays for medical equipment only when the supplier has a Medicare supplier number. Heavy Duty Mobility LLC does not have one, and Medicare and Medicaid will not pay for anything you buy from us. We do not bill private insurance. You are responsible for paying for your order in full. Whether your HSA or FSA covers a purchase is between you and your plan.

Nothing on this site is medical advice. Ask your doctor or therapist which mobility device is right for you.

9. Limit of our liability

We are not liable for indirect or consequential losses, such as lost income or lost time. For any claim about an order, other than those listed next, our total liability is limited to the price you paid for that order.

Nothing in these terms limits our liability for death, personal injury, product liability, gross negligence, fraud, or anything else the law does not allow us to limit. Some states do not allow limits on incidental or consequential damages, so these limits may not apply to you.

10. Complaints

Send any complaint about an order, a delivery, a return, a refund or a warranty claim in writing to support@heavydutymobility.com. Include your order number, the product and what went wrong, with photos or video if they help. You can also call us, and we will confirm by email what we discussed.

You are welcome to contact us about a charge before going to your card company, but you do not have to. Nothing in these terms limits your right to dispute a charge with your card company or any other right a law gives you.

11. Disputes

If we cannot settle a complaint within 30 days of receiving it in writing, either side may take it further. You do not have to wait 30 days to dispute a charge with your card company, to meet a deadline set by law, or to bring a claim a law lets you bring now.

You may bring a dispute in small claims court where you live, in the state or federal courts where you live, or in the state or federal courts of New Castle County, Delaware.

These terms are governed by the laws of the State of Delaware, except where the consumer protection laws of your home state give you more protection.

12. Emails, calls and texts

We send order confirmations, shipping updates and other messages about your order by email. We may also call or text the number you give us about your order, and we record calls as our Privacy Policy explains. Reply STOP to any text to stop them. If you start checking out and do not finish, we may email you once about that order. We do not call about an unfinished checkout. Marketing emails go only to people who signed up or bought from us, and every one has an unsubscribe link. We do not send marketing text messages.

13. Using this website

Do not use this site to break the law, send spam, upload malicious code, copy content in bulk, interfere with how the site runs, or place orders in another person’s name.

The text, design, photos and videos on this site belong to Heavy Duty Mobility LLC or to the manufacturers who license them to us. You may view and print pages for your own use. Manufacturer names and trademarks belong to their owners.

You are free to post reviews of us and our products anywhere, good or bad. On our own site we remove only reviews that are unlawful, abusive, spam, or about something other than the product or our service, and we apply that rule the same way to positive and negative reviews. If you send us a review, photo or video, you let us show it on our site and in our marketing with your first name and state. We do not pay for reviews.

If you believe something on this site infringes your copyright, email support@heavydutymobility.com with your name and signature, the work you own, the page address, a statement that you believe in good faith the use is not authorized, and a statement under penalty of perjury that you own the work or may act for the owner. We will review it promptly.

Links to other websites, such as manufacturer and lender sites, lead to content we do not control. Pages on this site can contain errors, and the site can be down for maintenance.

14. General

These terms, the pages they refer to and your order are the whole agreement between us about your order. If a court finds part of these terms unenforceable, the rest still applies. Our not enforcing a term once does not waive it. We may update these terms, and the version posted when you placed your order applies to that order.

15. Notice for California customers

California residents may contact the Complaint Assistance Unit of the Division of Consumer Services of the California Department of Consumer Affairs in writing at 1625 North Market Blvd., Suite N 112, Sacramento, CA 95834, or by phone at (916) 445-1254 or (800) 952-5210.