Protekt Serenity Gel Overlay by Proactive Medical

Free Standard Ground Shipping

We offer Free Standard Ground Shipping on eligible orders.

Please note that additional charges may apply for:

• Expedited shipping services
• Oversized freight shipments
• Inside delivery services
• White glove delivery services

A limited number of products can be shipped outside of the continental United States. Please contact us before placing an order for shipments to:

• Alaska (AK)
• Hawaii (HI)
• Puerto Rico (PR)
• International destinations

Note: Additional shipping charges may apply for these locations.

Shipping Requirements

• Orders must be delivered to a physical address.
• We do not ship to P.O. Boxes.

Lead Time

Our standard delivery window is 5–7 business days.

Custom-made or special-order products require additional fabrication time. Once your order is placed, we will contact you by phone and email with an estimated shipping date.

Please note that unforeseen delays may occur due to circumstances such as:

• Weather events
• Manufacturer backorders
• Carrier delays

If an unexpected delay impacts your order, we will notify you by phone and email. Tracking information will be sent as soon as it becomes available.

Assembly

Assembly is not included and is the purchaser's responsibility unless prior arrangements have been made.

If you require assembly services, please contact us before placing your order.

Return Policy

Your Satisfaction Is Our Priority

Return Eligibility

If you are not completely satisfied with your purchase, you may return it within 30 days of delivery for an exchange or refund.

To qualify for a refund, the product must:

• Be in new and unused condition
• Be returned in its original packaging
• Include all documentation, parts, and accessories

Non-Returnable Items

The following items are not eligible for return:

• Custom-made products
• Special-order products
• Hygienic products

For health and safety reasons and in compliance with federal health regulations, used or hygienic products cannot be returned.

Examples of hygienic products include, but are not limited to:

• Toileting products
• Shower chairs
• Mattresses and overlays
• Slings
• Bathroom aids
• Body braces
• Seat cushions
• Wheelchair cushions
• Stockings
• Splints
• Any product that comes into direct contact with the body

How to Return an Item

All returns require a Return Merchandise Authorization (RMA) Number.

Please contact us within 30 days of delivery to obtain an RMA number and return instructions.

Return Service Fee

To help keep our prices as competitive as possible, a 15% return service fee will apply to all approved returns.

Refunds are calculated based on the purchase price of the item. Any discounts, promotions, or special offers applied to the original order will be deducted from the refund amount.

Non-Refundable Charges

The following charges are non-refundable unless the item is damaged or defective:

• Shipping charges
• Expedited shipping fees
• Freight charges
• Delivery service fees

Return shipping costs are the responsibility of the purchaser unless the return is due to shipping damage or a product defect.

Products returned:

• After 30 days
• In used condition
• Without an RMA number

are not eligible for a refund and may be returned to the sender at the purchaser's expense.

Damaged or Defective Items

Please inspect your order immediately upon delivery.

If possible, do not accept delivery of visibly damaged products.

If your order arrives damaged or defective, please contact us within 3 business days of delivery. We will work quickly to resolve the issue and provide an appropriate solution.

Contact Us

If you have any questions regarding shipping, returns, or product eligibility, please contact us:

Phone: (877) 808-4540
Email: contactus@adaptivespecialties.com