Shipping Policy

Damaged Goods/Missing Items

We choose only Freight Carriers that have a strong reputation for delivering goods on time and undamaged. However, we understand that damage may occur during transit and we will replace any product damaged during transit. Please inspect all merchandise on arrival and refuse delivery on any product that has noticeable damage. Please notify us if you refuse delivery so that we can expect the return shipment. If the package looks slightly damaged, please write "Package Damaged" when signing for the shipment. All damage must be reported within 24 hours of delivery as we are required to file damage claims to our freight carrier within this timeframe. Please contact us to report any damage to your shipment. We will send the Freight Carrier to your location to retrieve the damaged merchandise and will promptly send a replacement. Our remedy for Damaged/Defective Goods will be either replacement parts or a new replacement of the same model at no charge. If you decide you do not want replacement parts or a replacement model, the item can only be returned to us according to our 30-Day Return Policy.

 

Delivery Access Requirements & Failed Delivery Policy

Customers are responsible for ensuring adequate access for delivery of their ordered products. Adjustable beds and other large medical equipment may require significant clearance to be transported into a residence.

Before placing an order, customers must notify Skyward Medical of any potential access restrictions, including small elevators, service elevators, narrow stairways, tight hallways, doorways, sharp turns, or other obstacles that may prevent the product from being delivered to the intended location.

Customers are responsible for verifying that all access points are sufficiently sized to accommodate the product and its packaging. If there are any concerns regarding accessibility, please contact our team before placing your order so we can review the delivery requirements and help determine whether delivery is feasible.

Failed Delivery Due to Access Restrictions

If a delivery attempt is unsuccessful because the product cannot fit through an elevator, stairway, doorway, hallway, or other access point, the customer will be responsible for all applicable shipping, return shipping, redelivery, and processing fees incurred as a result of the failed delivery.

Skyward Medical cannot guarantee successful delivery when access limitations have not been disclosed in advance. We strongly encourage customers to communicate any potential access concerns before ordering to help prevent delays, additional expenses, and delivery complications.


Refused and Returned Deliveries 

Refused deliveries or returns that are not covered under our Damaged Goods Policy will be refunded the original purchase price minus our actual shipping costs to and from the delivery location, any White Glove service used, amount to process the credit card payment, and a 20-30% restocking fee depending on the item.

Shipping Methods and Delivery Times

SkywardMedical.com ships from multiple warehouses using different freight carriers depending on consumer location. Orders containing products from different manufacturers may show up in multiple deliveries as they may ship from different locations. Customers receiving Freight orders can expect our delivery agents to call prior to delivery to setup a delivery appointment. Orders usually ship within 5-13 business days of original order date, however lead times are fluctuating. For more information on specific shipping methods or estimated delivery times, please contact our customer service representatives. 

Shipping Locations & Restrictions

SkywardMedical.com currently ships to the lower 48 contiguous US States. If you are located in Alaska or Hawaii, please contact us first to determine if the product you are purchasing is eligible to ship to your location as additional shipping fees may apply. Some shipping restrictions may also apply to customers who live on an island with no access or limited access via bridge/ferry or remote locations throughout the US such as but not limited to the upper peninsula of Michigan and a few small portions of Montana. Please contact a customer service representative if you have any questions regarding delivery to your specific location.

At this time, we do not ship to Canada due to the size and freight costs related to our products.