Shipping Policy
Shipping
When you place an order, your product will ship within 48 business hours from the date of sale. For example, an order placed on Monday will ship no later than Wednesday. Our standard ground shipping typically arrives between 3-5 business days after your order is shipped. Please note that if an order is placed during a national holiday, there may be a delay in processing your order.
Presently we are able to fulfill orders only in the USA.
Items ship separately and therefore shipping fees are applicable per item.
Please Note: You will most likely need to be available to sign for the delivery of larger items like mobility chairs, scooters or bathroom aids. If after three delivery attempts you have not been available, we will consider the item returned, after which we will deduct the return shipping cost (as stated in our Return Policy) from your refund.
Exceptions:
Each Perfect Sleep Chair is built to order. You can expect your new chair to arrive in approximately 4-6 weeks. Often, chairs will arrive sooner depending on distance from the factory (East Coast) and shipping & delivery schedules in your local area.
White Glove Delivery
White Glove Delivery is the method by which each Perfect Sleep Chair and UPbed is delivered to you. These items are not eligible for free shipping. It includes delivery to your home, unpacking the chair for you and placing it in the location you’ve chosen. Finally, all packaging materials will be removed and hauled away for you.
You are responsible for removing any existing furniture that you may be replacing with a Journey product. Additionally, you must have a path cleared and a location available for the delivery crew to place the product.
Return Policy
30-Day Return Policy
We’re sorry if an item or accessory item did not work for you as you’d hoped. We try our best to offer our customers the most hassle-free return process possible.
If your purchase from us arrived damaged in transit or in a defective state, please call Customer Service at 365-524-0999 between 9:00 a.m. to 5:00 p.m. EST, Monday-Saturday, or email us at support@modernhomerehab.com. We will arrange for the item to be repaired or replaced promptly. There is a 30-day deadline for all returns.
For the return of an item that didn’t meet your needs or expectations, the first steps in the return process are (1) to read this entire Return Policy Statement and then (2) to confirm for yourself that your return can meet the following conditions and requirements:
- Your return falls within the 30-day deadline for returns.
- The item you purchased is still in the “like new” condition in which it was delivered.
- You are returning the item in the original carton in which it was delivered to you, with the original foam inserts (and, when applicable, hazmat papers and decals attached).
- You have called or will call within 30 days of delivery of your purchase to request a Return Merchandise Authorization (RMA) number, which is required to accompany all returns. To request your RMA number, call our Customer Service Department at 365-524-0999. Returned items not accompanied by an RMA number may be found unacceptable for processing and refund.
Exceptions
The Luxe Elite Scooter can be returned within 15 days and it must be in the original packaging. If it arrives damaged or defective please contact our Customer Service within 3 days of receiving the product by calling 365-524-0999 or by emailing support@modernhomerehab.com. A restocking fee of 20% will apply.
*** IMPORTANT *** SHIPPING CHARGES INCLUDED IN THE PURCHASE PRICE OF THE MERCHANDISE ARE NON-REFUNDABLE. CUSTOMER IS RESPONSIBLE FOR RETURNING MERCHANDISE AT THEIR OWN EXPENSE *** IMPORTANT ***
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Due to the nature of some of our products, those products are not eligible for return, unless they arrive damaged or defective:
- Perfect Sleep Chair, UPbed, and UPbed Independence: are not eligible for returns. At our option, we will either repair or replace items that arrive damaged or defective.
Canceled Orders
Orders canceled after the item has shipped are subject to all of the terms defined in this Return Policy, including the inclusion of an RMA number. Please contact us at the number above to receive an RMA number before sending back your canceled order.
Special UPS Pickup Service for Selected Items
For certain categories of merchandise, such as those with extra weight, unwieldy size or the restrictions of battery inclusion during shipping, Journey will be happy to assist with these returns by arranging for a UPS pickup. Such items include the Zinger and Zoomer Chairs, as well as our wheelchairs and scooters. After we issue you your RMA number, check with Customer Service to establish whether your return item qualifies for our UPS pickup service.
Returns that we schedule for you via UPS shipping must be ready for pickup the morning of the third business day following the day your RMA number was emailed to you. UPS will make up to three attempts to pick up your return item, and will provide you address labels when making the pickup. Return shipping costs are the responsibility of the customer: You will be charged the actual amount of the UPS charges, which will be deducted from your refund. UPS pickup is to your and our advantage, considering battery-shipping regulations. Again, if there were hazmat papers and decals in a clear pouch attached to the outside of the box when you received your purchase, they must remain attached to the box when you return the item. The hazmat decals that came on the carton must be intact and legible.
Credits
After we receive your returned merchandise, we will issue a credit back to your original method of payment, less the original shipping fee and the cost of return shipping if arranged by us. However, if we receive the merchandise back and it is damaged, we will deduct the cost of repairs up to and including the full amount of the sale. Returns are typically processed within three business days of receipt of your item.
Please be sure to follow carefully all return shipping instructions. Journey Health & Lifestyle® reserves the right to change the terms of this Return Policy at any time without prior notice.
Warranty
Journey Health & Lifestyle® warrants all our products to be free from defects in materials, workmanship and assembly. A standard twelve (12) months warranty from the original purchase date applies to the core list of Journey products under normal use in accordance with specifications and warnings and with some limitations, exclusions, restraints or extensions including but not limited to parts, labor, service and other specific considerations. (Specific additional limitations and extensions of warranty, particularly as they relate to the Journey Health & Lifestyle® line of mobility products, can be found in the Addendum below.) If within the twelve-month warranty period, any component or part shall be proven to the satisfaction of Journey Health & Lifestyle® to be defective, the product shall, at the option of Journey Health & Lifestyle®, be repaired or replaced. Contact Journey Health & Lifestyle® before sending any product for warranty repair or replacement. Do not send any product without our prior written consent.
Limitations and Exclusions
This warranty does not cover damage, deterioration or malfunction resulting from accident, negligence, misuse, abuse, normal wear and tear, damage in shipment, improper operation or failure to follow instructions according to the User Manual, component failure, improper storage, neglect of prescribed maintenance procedures, repair or attempted repair or modifications made or authorized by anyone other than Journey Health & Lifestyle®, normal gradual reduction in battery performance due to heavy use, deterioration due to external factors such as extremes in temperature or humidity, corrosive atmosphere or other natural events such as lightning, flood or circumstances beyond the control of Journey Health & Lifestyle®.
This warranty applies in North America only and is extended only to the original purchaser of the product when purchased directly from Journey Health & Lifestyle® (USA) and is nontransferable. This warranty gives you specific legal rights, and you may also have other legal rights which vary from place to place.
The foregoing warranty is exclusive and in lieu of all other express warranties or implied warranties, if any, including but not limited to the implied warranties of merchantability and fitness for a particular purpose, and shall not extend beyond the duration of the express warranty provided herein. Journey Health & Lifestyle® shall not be liable for any consequential or incidental damages whatsoever and disclaims any liability beyond the initial purchase price of the product.
Addendum
In addition to the previously cited provisions and limitations, other warranty considerations for the line of Journey Health & Lifestyle® mobility products (Zinger, Zoomer, Zoomer Lite, Perfect Walker, So Lite Wheelchair, So Lite Scooter, So Lite Glide, all UPWalkers) include the following extensions and exclusions:
In addition to the previously cited provisions of the standard one-year warranty above, the frame, mechanical and electrical components including the motor of each mobility product in the Journey Health & Lifestyle® mobility line is further specifically warrantied for the same twelve-month period. In addition, warrantied instead for a six- (6) month period are the originally supplied battery, tires, fabric seat, seat back and seat cushion, all guaranteed to be free from defects in materials and workmanship for a period of six (6) months from the original purchase date.
If, within such warranty period, any component or part shall be proven to the satisfaction of Journey Health & Lifestyle® to be defective, the product shall at the option of Journey Health & Lifestyle® be repaired or replaced with new or refurbished product components. In some cases an installation kit with instructions may be provided to the owner to facilitate installation of a replacement product component. Warranty relating to mobility products does not include any labor charges incurred in product component installation. The warranty period of the repaired or replaced product shall terminate with the termination of the warranty period for the original product. The sole obligation of Journey Health & Lifestyle®, and the customer’s exclusive remedy under this warranty, shall be limited to such repaired or replaced product.
In addition to the previously cited provisions and limitations of the standard one-year warranty above, additional warranty considerations for the UPbed Standard include one-year service with full coverage on parts, including labor, and two-to-three-year full coverage on parts (no labor), and four-to-ten-year coverage on bed frame and non-electric mechanisms. Coverage for the UPbed Independence includes two years on components and 10 years on the bed frame.
In addition to the previously cited provisions and limitations of the standard one-year warranty above, additional warranty considerations for the Journey Health & Lifestyle® lift chair line include a lifetime warranty on the lift mechanism and frame, and three-year warranty on the electronic components.
In addition to the previously cited provisions and limitations of the standard one-year warranty above, additional warranty considerations for the PSC include a lifetime limited warranty on the lift mechanism and frame, and three years on electronic components.
