All orders are reviewed by a product expert to ensure our customers are getting what they want - the correct product.   Your satisfaction is important to us.  If we spot possible errors in orders that require measuring and/or fitting, we will both email and contact you by phone.  We never apply charges to your account until each order is reviewed and we are confident that you have correct products.

Shopping Guarantee: 

We stand behind every product we sell. New Life screens all products and manufacturers so we can offer our customers the very best products available. Only manufacturers with excellent warranty and service records are considered for our catalog.  That's why we offer a "Total Satisfaction" shopping experience for products that you purchase directly from New Life. 

Shipping Policy:

Products are shipped UPS, FEDEX, DHL, and in some cases motor freight.  Shipping is free for orders over $200.00 and within the Continental US.  All products ship from distribution centers located within the US. Products are delivered within 5-10 business days after the order has been confirmed. Check with us for product shipping in US States outside of the Continental US. 

Damaged Products:

When you receive your product you should first open and inspect the contents for damages.  New Life never delivers used, refurbished, or returned merchandise.  We sell and deliver new products only (unless your product is a rental).  If you receive a product and discover a missing part, damaged part or incorrect part, contact us as soon as possible so we can get you up and running.  In some cases products are replaced free of charge and in some cases we simply send you a missing or defective part. Products should be inspected within 10 days of receipt.

Return Policy:

To return any product, you must first fax or email a statement stating 1) your request to return and 2) the reason for the return. You may also call our customer service team at 1-866-957-6395 to provide the above information. 

Return requests must be received within 10 calendar days of receiving a product. All returns authorized by New Life must be completed within 30 days of the date of invoice.

In most cases returns are accepted as long as the product is in it's original packaging. In some instances, the customer will be required to pay shipping charges. You must obtain a reference number before returning any product. No returns will be accepted without a reference number. Please have the following information on hand when calling, faxing or emailing for a reference number: customer name, order number, and reason for return. Returning an oversize/overweight product can be very expensive if it's too large for UPS/FEDEX.

New Life reserves the right to reject any returned product for health safety reasons or if we find the product in other than new condition.

All products to be returned must be received 100% complete, in re-sellable condition, and must include original packing material, manuals, blank warranty cards and other accessories provided by the manufacturer.

Products with restocking charges

Lift Chairs: 15%
All Hospital Beds: 15%
All Patient Lifts: 15%

Non-Returnable Products

Custom Wheelchairs
*(only Transport and Standard Weight Chairs can be returned)

Adjustable-Base Beds
Wheelchair Cushions
Ramps
Bath products
Pillows and sheets (if package has been opened)

Contacting our customer service team for help in making product selections may help in reducing the chance of a return.

Cancellations:

We work hard to see that your product ships quickly.  Many customers are surprised when their product is delivered the next day.  We mention this for those that need to cancel an order:  You must cancel quickly or the product will have already shipped out.  If it has shipped, it is no longer a cancellation, it is a return and will be treated as described in the Return Policy.

Cancellation arrangements must be made by phone by calling 1-866-957-6395. DO NOT SEND EMAIL. Our business hours are 8:00am to 6:00pm Central Time. Never refuse a product you ordered. Please follow instructions in the Return Policy above.

Technical Support:

Please contact our customer services team for any technical support issues. Our customer services staff can contact the manufacturers directly for assistance when necessary.  All products are covered by the manufacturer warranties. Manufacturer warranties vary, and are included with your products. Please review the information you receive with your products for more information.

Privacy Rights:

New Life HME maintains a strict "no-spam" policy. Your email address is used only by New Life to send you updates on orders and receipts. You can be assured that your email address will NEVER be passed on to any other outside company.