CLIENT SERVICES

Our Products

Our website is a collection of our client's favorite products from the over 200,000 products we offer to our clients. If you need a product, we will find it for you. We believe each client’s needs are unique and we work directly with each client and their support team to create a personalized solution. We do not leave you to fend for yourself. We are here to help!

Request for a Quote

If you would like a formal quote on any of our products, please contact our client services team or submit a shopping list via email to ContactUS@AdaptiveSpecialties.com

Help

Our Team is here to help! We understand the challenges involved in purchasing adaptive products, both technically and financially. Our team of experts listens to your requirements and asks questions to make sure all the decision factors are being discussed (from therapy questions to room measurements). Nothing is worse than equipment that does not fit into your home. Our team is here to provide recommendations based on your needs and assist you with decision-making. We search worldwide for the right products. Once we find what you want, we will negotiate low prices and fast delivery. The best products are of no value until they are in your home!

Contact Us

We are available any time via email at ContactUS@AdaptiveSpecialties.com,

Call us Toll Free at 877.808.4540    Monday – Friday 9 a.m. to 5 p.m. EST,

Fax us at 877.571.6649

Chat with us on our website, www.adaptivespecialties.com

Message us on our Facebook account, Adaptive Specialties.

We do not rent equipment and are not Insurance or Medicare Providers.

At this time, we do not accept insurance or Medicare as forms of payment. We accept Visa, MasterCard, American Express and Discover credit/debit cards, PayPal, checks or money orders. We can provide documents if you choose to self-submit an insurance or medicare claim, however we cannot determine if the claim will be approved. At this time, we do not rent products for our clients.

Shipping

Adaptive Specialties offers FREE Standard Shipping for orders shipping to the 48 contiguous states. We can not deliver to Post Office Boxes. Oversize freight charges may be applied to large and/or heavy products. Expedited shipping is available on a case by case basis, please call if you need expedited shipping. A limited number of our products can be shipped to Alaska, Hawaii and internationally, call or email us to check if the product you want can be shipped internationally or to Alaska and Hawaii.

Standard Shipments

Standard Shipping is defined as commercial ground carriers such as UPS, USPS, FedEx, etc. Your order will travel by regular ground service, which usually takes 3-5 business days to deliver once your order is shipped. Please note that custom-made items may take several weeks to complete. You will be notified of expected ship dates when your item is ordered.

Additional charges may be added for oversized items, cases/cartons, expedited delivery, and special delivery options.

International Shipments

A limited number of our products are available to ship to Alaska, Hawaii and International locations. Please contact us at 877.808.4540 or email ContactUS@AdaptiveSpecialties.com to see if the product you want can be shipped to Alaska, Hawaii or outside of the USA.

Assembly and Maintenance

Some of our products require various levels of assembly, most are pre-assembled by the manufacturer. The assembly and operations manuals are available to help understand how to assemble and use the equipment.  The Client is responsible for assembling and installing all products unless special arrangements are made for assembly. Please review the product manual carefully and follow all usage, storage, cleaning and maintenance requirements. If you have any questions, please contact us for assistance. If requested, assembly/installation services can be arranged.(Additional charges may be added for assembly/installation services)

Prescriptions

A prescription may be required for FDA medical devices. Those products will be identified on their product page. Do not use a FDA Medical device without supervision from your medical provider. The instructions are included on the linked page. Instructions for Prescriptions.

RETURN Policy

Our goal is your complete satisfaction. If you are unhappy with your purchase, we are here to help make it right. We will gladly accept your eligible return for any reason.

Call us within 30 days of the delivery date to receive an RA (Return Authorization) Number for your eligible return. Included with your RA Number, we will provide return instructions as well as the specific return address for the product.

Please Note:

To keep our prices as low as possible, a return service fee of 15% of the purchase price will be deducted from your refund except in cases of a damaged or defective product.

Returns must be received at the designated return address within 15 days of issuance of the Return Authorization Number.

Returns received 45+ days after receiving the product and/or without a Return Authorization Number may be subject to a higher return service fee or may be returned to sender at your cost.

All items returned must be in new and unused condition, in the original box with all documentation, parts and accessories to be returned or exchanged.

All return shipping and handling is at the purchaser’s expense. We suggest using a delivery service that provides a tracking number and insurance when returning an item to us.

To ensure a quick refund, please provide Adaptive Specialties the tracking number for your returned package. We will help monitor the progress.

Shipping and handling charges, including expedited shipping, oversized shipping, international shipping, white glove delivery, lift gate, inside delivery, if any, are non-refundable unless the product is damaged or defective.

Refunds are calculated by the purchase price on an item. Any applied discounts or promotional offers will be deducted from the refund. Any sales tax paid at the time of order will be adjusted accordingly at the time of refund.

Please allow 2-3 weeks for processing once your return arrives at the designated address. You will receive a return confirmation email once your return and refund have been processed.

Items not eligible for returns:

Hygienic, used, clearance, custom-made, and special-order products are non-returnable. Please choose the products carefully. If you have any questions, we are here to help.

Hygienic and used items cannot be returned for safety and health reasons. Hygienic products include but are not limited to: Toileting products, bathroom products, body braces, eggcrate cushions, slings, wheelchair cushions, mattresses, stockings, splints, and products that come into contact with the body. These are considered single patient use items and are non-returnable due to health codes.

Custom-made and special-order products cannot be returned as they have been customized or specially crafted for you. Custom made and special-order products include but are not limited to: custom colors, custom sizes, modifications to an item, manufacturer installed accessories/parts, hospital beds, and lift chairs.

How to Return a Product

give us a call at (877) 808-4540 or email us at ContactUS@AdaptiveSpecialties.com within 30 days of the delivery date to receive a RA (Return Authorization) Number for your eligible return.

Included with your RA Number, we will provide return instructions as well as the specific return address for the product. Do not return items to Adaptive Specialties.

In an effort to keep our prices as low as possible, a return service fee of 15% of purchase will be deducted from your refund except for cases of a damaged or defective product.

Returns must be received back to the designated return address within 15 days of issuance of the Return Authorization Number.

All items must be in new and unused condition, in the original box with all documentation, parts and accessories to be returned or exchanged. All return shipping and handling is at the purchaser’s expense.

Please provide the tracking number for the returned package to Adaptive Specialties, so we can help monitor processing.

Please allow 2-3 weeks for processing once we have received your return.

A return confirmation email will be sent once your return and refund have been processed. Please allow 2-4 business days for your refund to reflect on your credit card account or 7-10 days if a check is mailed. Refunds are issued to the same payment type as the original order.

We love satisfied customers so if you have any questions about this policy, please contact our client services team by calling  877.808.4540 or email us at ContactUS@AdaptiveSpecialties.com.

Damaged or Defective Items

If your order arrives at your door damaged, broken or defective, we will either replace the broken parts if possible or replace the product completely at our expense.

Please contact us immediately upon delivery.  If possible, do not accept delivery of visually damaged products.

Based on the damage either the product will be returned or repaired. You maybe asked for photos.

Replacement parts will be processed as quickly as possible. Please note that we are not able to express ship replacement parts.

If you prefer to return or replace the damaged product, you must have a Return Authorization Number, a pick up tag for the damaged item and/or shipping instructions. The new product will be shipped once the damaged product is received.

You will receive a full refund including shipping and handling charges both ways for returns of damaged items.

There is no restocking fee for damaged or defective product returns.

Manufacturer's Warranty Policy

Adaptive Specialties, llc does not support or endorse any products' manufacturer warranty.  Manufacturers warranties are offered solely and explicitly by the manufacturer of each product.  Customers should complete and mail-in the warranty support card on each product purchased when applicable.  Customers should call the product manufacturer directly when requesting product warranty support.

Replacement Parts

For information and availability of replacement parts, please contact our client services team by calling  877.808.4540 or email ContactUS@AdaptiveSpecialties.com. Adaptive Specialties does not modify manufacturer equipment or provide unauthorized aftermarket parts.

Your Rights as a Client of Adaptive Specialties

Client Rights

At Adaptive Specialties, we’re here to support you every step of the way. As our client, you have important rights that help ensure you receive the highest quality care and service:

1. Respect and Dignity

   You deserve to be treated with kindness, respect, and professionalism—always. We provide thoughtful and confidential service to all clients, regardless of age, race, ethnicity, gender, religion, disability, sexual orientation, or payment method.

2. Privacy and Confidentiality

   Your personal and health information is important and private. We take that seriously and follow all HIPAA regulations to keep it protected and secure.

3. Clear Information and Communication

   We promise to provide clear, accurate, and easy-to-understand information about our products and services—plus how to use them safely and effectively.

4. Involvement in Your Care

   You have the most important say in your purchase. We encourage you to take an active role in choosing and using your medical equipment.

5. Timely Access to Services

   We strive to provide you with prompt and dependable access to the equipment, supplies, and home or vehicle modifications you need.

6. A Safe Space to Speak Up

   Have a question or concern? We’re here to listen. You can share any feedback, complaints, or privacy concerns with us anytime at (877) 808-4540 or contactus@adaptivespecialties.com.

7. Safe, High-Quality Equipment

   We’re committed to your safety. All equipment is carefully maintained, cleaned, and inspected before shipping to you.

Your Responsibilities as a Client

We’re dedicated to giving you the best experience possible, and your involvement is a key part of that. Here’s how you can help:

1. Share Accurate Information

   Please provide us with up-to-date and accurate details about your (or your loved one’s) medical needs, and contact information.

2. Use Equipment as Instructed

   To ensure safety and effectiveness, follow all instructions, maintenance guidelines, and restrictions regarding the safe and appropriate use of your equipment.

3. Treat Our Team with Respect

   Our team of experts is here to help you. We ask that you treat them with respect and follow any applicable company policies.

4. Keep Us Updated

   Let us know right away if anything changes—like your contact info, shipping or billing address, or the equipment you need.

5. Take Care of the Equipment

   We ask that you take reasonable care of the equipment provided and notify us promptly if anything isn’t working as it should or needs maintenance.

We are honored to support you and are always here if you have questions or need assistance.