Questions families ask us

Most orders arrive within 2 to 4 days. You will get a tracking link by SMS as soon as the parcel leaves our warehouse, and a call before delivery for anything bulky such as a rollator or a bed wedge.

Delivery is free on orders above $10.99. Below that a flat charge is shown at checkout before you confirm. There are no charges added afterwards.

All major credit and debit cards, PayPal and Apple Pay. For higher-value mobility equipment we may call to confirm the order before dispatch.

Yes, and this is common: many of our orders are placed by adult children for a parent in another state. Add the delivery address at checkout and add a phone number that will be answered locally.

Seven days from delivery, for any reason. We arrange the pickup, so you do not need to find a courier or print anything.

Braces and supports can be exchanged for a different size within the returns window, unworn and with the packaging. If you are unsure before ordering, a care expert will take you through the measurement over the phone.

For hygiene reasons we cannot accept opened supplements, oils or personal-care items. Anything faulty is covered regardless. That is a separate process and there is no time limit beyond the warranty.

Refunds are issued once the item reaches us and typically appear within five to seven working days, back to the original payment method. Cash-on-delivery orders are refunded by bank transfer.

A fifteen-minute call, at no cost, before you buy anything. You describe the situation, they ask about the day-to-day, and they tell you what would help, including when the answer is that you do not need to buy anything from us.

No. The call is free and there is no obligation. If the right answer is to see a doctor first, that is what you will be told.

Yes, and it usually helps. We can call a landline, join a video call, or speak to two people on separate phones if the family is in different cities.

No. Our experts advise on product selection, fit and safe use. They do not diagnose, prescribe, or replace your treating clinician, and they will refer you back to a doctor where that is the right course.

Nothing in the current catalogue requires a prescription. If a clinician has specified a particular device or setting, bring that to the expert call so we match it rather than substitute something similar.

Products are shortlisted with geriatric clinicians and tested by families using them daily. We keep the range deliberately narrow. A shorter list that we can stand behind is more useful than a large one nobody can navigate.

Every batch is third-party tested and the certificate reference is printed on the pack. Tell your prescribing doctor about any herbal product you take, because interactions with conventional medication are real and worth checking.