Shipping & Returns
Go Round Mobility offers FREE Shipping on all orders over $99.00, shipped within the continental USA. Depending on the item(s) you purchase and the location to which the items will be delivered, different shipping methods will be available. Some shipping methods have their own restrictions and charges that will be applied to your order.
Occasionally, you may have the option of upgrading your shipping method for faster delivery. If you choose to upgrade your shipping method, please understand it may still take until the following business day for it to be processed. Business days are Monday-Friday, excluding federal holidays within the United States.
You will receive the total shipping cost for your order (if any) during checkout. All shipping options will be explained in detail and there will be no surprises in time frame for delivery or the cost. Here are the shipping options you will normally see.
For The Lower 48 States
- Standard Ground
All items ship for FREE to the lower 48 states via a Standard Ground Service. Your order will be delivered to your home front door or driveway. You can expect your order to arrive within 4-14 full business days, depending on the shipping carrier and any delays they experience.
- Two Day or Overnight Delivery Service
Most small items have the additional option of being shipped to the lower 48 states via Second Day or Overnight service. In order for us to have the ability to ship your package the same business day, you must place your order before 11:00 am Central Standard Time.
Shipping costs for orders placed on our site are based on the weight of the total order. An order containing multiple items typically receives a volume-shipping discount and therefore your total shipping and handling cost may be lower than the sum of individual ship charges appearing in your cart. You will be provided with the total shipping cost for your order during checkout.
- White Glove Delivery
White Glove Delivery (Premium Freight Delivery) is a service that normally arrives within 7-14 business days and is only available for some oversized items. If this option is available, it will be noted on the product page and during checkout. White Glove Delivery charges will vary according to individual products and exact charges will be quoted during the checkout process.
White Glove Delivery is only available for more expensive Electric Wheelchairs. All other products, such as Beds, Scooters and Lift Chairs are only delivered to your door. You are responsible for unboxing the products and setting them up. Set up manuals are usually included and can guide you through this usually simple process.
For Alaska and Hawaii
Most items may be shipped to Alaska or Hawaii for an additional shipping surcharge. Please contact us by live chat, phone, or email and we will provide you with a shipping quote. The total shipping cost of your order will be based solely on the weight of the total order and delivery service.
For P.O. Boxes / Military APO / FPO Addresses
We regret that we are unable to ship orders to PO Boxes or Military APO/FPO addresses at this time. We deliver most of our orders via UPS, FedEx or Freight Companies, which at this time do not deliver to P.O. Boxes, APO's, or FPO's.
Expected Delivery Time Frames
Please note that expected delivery times will appear on your email sales receipt. After your order leaves our warehouse, delivery times vary according to the shipping method you select during checkout and the location of your shipping address. The general expected delivery time frame is within 4-14 full business days, depending on the shipping carrier and any delays they experience.
Please understand that it is very difficult for us to cancel an order once it has been placed. Usually after your order is completed, we immediately send it to our warehouse for processing. From there it can take from just a few hours to up to 3 business days for the order to ship.
This means that usually we are able to cancel orders only within the 1st business day of you placing it. If we are able to cancel your order before it ships, a 5% cancellation charge will apply.
Once an order has shipped there is no way for us to cancel it. This means your order will be subject to our standard return policies. You must accept delivery, obtain an Return Authorization Number and ship the item back to the correct address.
Out Of Stock Items
Occasionally, our warehousing and website inventory management systems may get out of sync and we might sell an item to you that is now out of stock. If this occurs, we will contact you and provide you with an alternative option (usually a replacement like kind product) or with the option to cancel your order at no cost to you.
These shipping terms are non-negotiable. Please do not order from Go Round Mobility unless you agree to these Terms and Conditions.
If you are unhappy with the product for whatever reason within 30 days of your purchase date, then please contact us and we will work with you on a return/refund. Although many of the items on our site are eligible for return (exceptions are included below for you), please keep in mind that in most cases the customer will be responsible for return shipping (for some brands like EWheels, the customer may be also responsible for the original shipping charge as well) and a 25% restocking fee. These shipping and restocking fees would be subtracted from the original purchase amount before being refunded.
Conditions That Must Be Met To Complete A Return
- Goods must be in new condition. For example: no cracks, scratches, dirty or marked tires, or any indications of usage. This includes original packaging and all parts and accessories.
- A Return Authorization Number must be requested from Go Round Mobility within 30 days of purchase date. Please click here to do so.
- Within 1-3 business days after your request, you will receive instructions on where to return the scooter along with your Return Authorization Number.
- You could expect a refund (minus any shipping or restocking fees if applicable) within 5-10 business days of our warehouse receiving and completing an inspection on the returned product. Please allow up to 2-4 weeks for your credit to be completed back onto your original form of payment.
- Please understand that returned goods received without a Return Authorization Number may not be credited properly, and therefore we strongly discourage that you don't attempt this.
Goods That Are Non-Returnable
- Hygiene Related Items, Hospital Bed Mattresses, & Bath Safety Equipment (these items are usually labeled as non-returnable on the product page)
- All Accessory purchases are final and may not be returned unless received damaged upon delivery.
- Financed items through Klarna or Community Finance are not qualified for return. The only exception is if you receive a damaged/defective item when delivered.
- Any product where a seat is upgraded from the standard option OR is custom built is not qualified for return.
As mentioned previously, the customer is responsible for return shipping costs for most returns (excluding damaged/defective items). Where available, we will work with our warehouse to provide a prepaid mailing label for ease of return, and then subtract the cost from your final refund amount, along with any applicable original shipping and restocking fees. If you are purchasing the return shipping yourself, then we recommend insuring larger items for their retail value to protect against shipping damage.
Goods Returned As Refused
If we received back an item with attempted delivery that was refused, then the customer will be responsible for original shipping charge and any other shipping fees associated with the package, along with a 25% restocking fee that would be subtracted from the original purchase amount before being refunded.
When Could I Expect My Refund/Credit?
You could expect a refund (minus any shipping or restocking fees if applicable) within 5-10 business days of our warehouse receiving and completing an inspection on the returned product. Please allow up to 2-4 weeks for your credit to be completed back onto your original form of payment.
I Received A Damaged Or Defective Item
This section applies to damaged/defective issues only and photo proof will be requested. If your order arrives damaged due to a shipping carrier issue or defective due to product not working right out of the box or other major defect, please contact us immediately by live chat, by phone at 855-856-4369, or by email at firstname.lastname@example.org. We will work with our warehouse and manufacturing company so that the issue is taken care of as soon as possible for you.