Shipping and Tracking

This is the shipping policy of Heavy Duty Mobility LLC.

Shipping cost

Shipping is free to the lower 48 states on most products. Each product page says whether shipping is free for that model.

We also deliver to Alaska, Hawaii, Puerto Rico and other US territories at an extra charge, ordered by phone. See shipping to Alaska, Hawaii and Puerto Rico for transit times and estimated costs. If you need it fast in the lower 48, see rush delivery.

We ship only to addresses in the United States and its territories. We do not ship to freight forwarders unless we agree to it in writing before you order.

How long it takes

Each product page shows the time to ship for that model and color, and your order confirmation repeats it. That time is our promise for your order. Different colors of the same model can have different lead times. The table gives typical times only.

If your order is delayed

If we cannot ship by the time on your order confirmation, we email you before then with the reason and a new date, or we tell you we do not have a new date. You can cancel for a full refund including shipping and any white glove fee, or agree to wait.

• If this is our first delay notice and the new date is within 30 days of the original date, and you do not reply, we treat that as agreement to wait. You can still cancel for a full refund any time before it ships.
• If the new date is more than 30 days out, we have no new date, or we already sent you a delay notice, we do not ship unless you agree by email. If you do not agree, we cancel the order and refund you.

We refund within 7 business days, or within one billing cycle if you paid by card. A fraud review or any other hold does not move the date on your order confirmation. Call us at (888) 233-5563 for the latest lead time on any model.

Tracking

When your order ships we email you a tracking link. For freight deliveries we also give you the carrier’s phone number so you can check on the shipment or book the delivery yourself.

Delivery options

Standard curbside delivery

• Large scooters and wheelchairs travel by freight truck. Smaller models go by FedEx or UPS.
• The freight carrier calls you to book a delivery appointment. You do not have to take the first day offered.
• The carrier usually calls again shortly before it arrives so you can meet the truck.
• The driver leaves the crate at the curb nearest your home. Moving it inside and unpacking it is up to you.

If you miss the appointment, the carrier takes the shipment back to its local terminal and books a new one. One extra appointment is free. If you need another, or you change the address after shipping, we tell you the carrier’s charge first and wait for your approval, with no markup. Please let us know if you miss an appointment so the shipment is not sent back to the warehouse.

White glove delivery

White glove delivery is an extra paid option, with the fee shown under Options and Upgrades on the product page. A mobility shop near you receives the scooter, unpacks it, assembles it and charges it, usually within 1 to 2 business days. The shop then calls you to set a delivery time, brings the scooter into your home and shows you how to use the controls before they leave. Of the white glove fee, $100 is a booking fee that we keep if you cancel more than 24 hours after ordering, because the shop books the work when your order is placed. The rest is refunded as set out on our Returns and Warranty page. You get the whole fee back if you cancel within 24 hours or because we missed the ship date.

Checking your delivery

Look at every box and crate before you sign. Carriers judge damage claims by what is written on the delivery receipt.

• If a box or crate is damaged, write “damaged” and a short note next to your signature if the driver’s device lets you, take photos before the driver leaves, and call us.
• If the unit is clearly wrecked, you may refuse the delivery and call us. There is no charge for a damaged delivery you refuse.
• If only a part is damaged, such as a mirror or basket, accept the delivery, note the damage on the receipt, and we send the part.

If you find damage after the driver has left, email photos of the product, the damage and the packaging to support@heavydutymobility.com within 5 days of delivery. Keep all the packaging until we finish the claim, because the carrier may want to inspect it. Call us if you cannot unpack the crate in that time.

When you report damage this way, we file the claim with the carrier and, at our choice, repair it, send parts or replace it at no cost to you, even if the carrier denies the claim. If we cannot make it right that way, we refund the product price.

If you write after 5 days or no longer have the packaging, we still help. We may repair rather than replace, and we may ask for more proof that the damage happened before delivery. We do not cover damage caused after delivery, misuse, or damage from not following the assembly steps in the manual. A fault in the product itself is a warranty claim, even if you find it later.

Unpacking a freight delivery

Unpacking differs by model, so follow the manual in the crate. Do not ride or use the unit until it is fully assembled and the tires are at the pressure in the manual. Batteries may be installed or packed separately. The crate is heavy, so if you cannot move it safely, stop and call us at (888) 233-5563. With white glove delivery a local shop does all of this for you.

For many scooters the steps are to cut the cardboard and the tie downs, roll the scooter off the crate, raise the folded seat with the lever at its side, fit the mirrors, and charge it fully before the first ride. Accessories such as rear baskets come uninstalled unless you chose white glove delivery.

Where it ships from

Orders ship from the manufacturer’s warehouse, and the location depends on the brand. Afiscooter ships from Daytona Beach, Florida or California, and Merits from Fort Myers, Florida or California, for example.