Shipping & Returns

Shipping

How your order ships

• Processing time: Orders typically ship within 2 business days. Prescription-required items (such as portable oxygen concentrators) ship after we have received and verified a valid prescription.
• Shipping methods: Smaller items ship via ground carrier (UPS/FedEx/USPS — confirm). Large items such as beds, lift chairs, and power wheelchairs ship via freight carrier; the carrier will contact you to schedule delivery. Some items will be delivered by Diamond employees — we will contact you directly.
• Freight deliveries — inspect before signing. Please inspect large items at delivery. If you see any damage to the packaging or product, note it on the delivery receipt before signing. If damage is significant, you may refuse the delivery — call us right away at (800) 977-3002 and we’ll make it right. Damage noted on the delivery receipt is much easier for us to resolve quickly.

Return Policy

30 days, with a Return Authorization

Most items may be returned within 30 days of delivery for a refund, subject to the conditions below. Return shipping is the customer’s responsibility unless Diamond made an error or the item arrived damaged or defective.

To qualify for a refund, a returned item must:

1. Be in new, unused condition. Items showing signs of use — scratches, dirty or marked tires or casters, broken or scuffed plastic, worn upholstery, or recorded usage hours on powered equipment — cannot be accepted as new.
2. Be in its original packaging. Replacement packaging for lift chairs and scooters can be purchased by calling our office.
3. Have a Return Authorization (RA) number. Request one within 30 days of delivery. Returns received without an RA number will not be credited.
4. Ship within 14 days of the date we issue your RA number and return-shipping instructions.

Non-Returnable

Items that cannot be returned

Fees

Restocking Fees

A 15% restocking fee applies to returns of:

• Lift chairs
• Power wheelchairs
• Vehicle lifts
• Custom lightweight wheelchairs
• Beds
• Rehab shower commode chairs
• Parts

Portable oxygen concentrators: 25% restocking fee (see above) — takes precedence over the 15% list where applicable.

Logistics

Return Shipping

Unless Diamond made an error, return freight is the customer’s responsibility. Once you have your RA number, we’re happy to help you choose a shipping method. We strongly recommend insuring larger items for their retail value to protect against damage in transit.

Please follow the return-shipping instructions included with your RA number. If an item is returned to the wrong address, Diamond reserves the right to charge additional shipping fees to route it correctly. If a scheduled carrier pickup is missed, a $10 fee per missed pickup may apply.

Orders

Cancelled and Refused Orders

Orders cancelled after the item has shipped follow the standard return policy: accept the delivery, request an RA number, and ship the item back.

If delivery is refused (other than freight damage noted at delivery — see Shipping above), return shipping costs are deducted from your credit and a 25% restocking fee (minimum $25) applies. Second-day and next-day shipping charges are not refunded on refused deliveries.

Payment

Refunds

Once your return is received and inspected, we issue your refund to the original payment method within 5–10 business days. If you paid by check or money order, we will issue a refund check within 30 days.

Support

Damaged or Defective Items

If your item arrives damaged or is defective, call (800) 977-3002 or email customerservice@diamondrx.com and we will arrange prompt repair or replacement at no cost to you. After the 30-day return window, defective products are covered by the manufacturer’s warranty — we’re glad to help you with the warranty claim process.