Returns & Exchanges

Thank you for placing your order.

We are committed to nothing short of excellence before, during, and even after you receive your merchandise. We strive to provide the best in medical supplies and equipment, periodically it may be necessary to return or exchange an item. Additionally, we understand it’s human nature to make occasional changes; despite feeling confident prior to confirming all the specifics relative to the final purchase.

Damaged and Defective items: In respect to this statement the proceeding statements cover only items that the customer wants to return of his own volition. If an item arrives damaged or with a manufacturer defect or other error to which we are at fault, 1st Needs Medical will make every effort to repair or replace the item at no cost to the customer. (Please see our Delivery Policy page for more details.)

Conditions for Return

Most items sold may be returned within 30 days of delivery for a full refund, minus shipping and restocking fees (Most items are subject to a 25% restocking fee), provided the customer follow the instructions listed below.
All returns must meet the following conditions:

  • The item must be clean (no cracks, blemishes, dirty, soiled, etc.)
  • The item must be unused
  • The item must be in its original packaging.

In addition, the item cannot be one of the “non-eligible returns” listed below.

Items Not Eligible for Return

Due to health and hygienic regulations, 1st Needs Medical cannot accept the following items for return:

  • Bathroom safety equipment (such as raised toilet seats, bath/shower transfer benches, grab bars, bathroom wheelchairs, tub bars, bath lifts, commodes, etc.)
  • Oxygen tanks and regulators
  • Seat cushions and backs
  • Opened packages or anything that cannot be resold as New.
  • Other items specifically marked as “non-returnable” in the item’s website description

In addition, we also cannot accept:

  • Return requests more than 30 days after delivery
  • Any item that has been modified or used
  • Any item not in its original packaging
  • Special orders
  • E-gift certificates

Charges and Fees

Assuming all conditions are met, we will be able to provide you with a FULL REFUND, minus shipping fees, and, on some items, restocking fees as well.

Shipping Fees

All Shipping charges are non-refundable. For orders that received “Free shipping” or if the item was advertised as “Free shipping”, the actual outbound shipping cost of the item(s) will be withheld from your refund amount.

Return shipping costs (cost of shipping items back to 1st Needs Medical) are the sole responsibility of the customer. (Exceptions will be based upon:

  • The item is being returned due to our error.
  • The item has manufacturer defects, or damage during shipping, in which case 1st Needs Medical would send the customer a prepaid shipping label. See our Delivery Policy page for more details.)

Why Shipping Fees? Despite the customer returning an item that could possibly be resold, the original shipping of the product(s) is provided by the carrier (UPS, FedEx, or a freight company) and the cost can not be refunded since the product(s) were delivered. For items considered “Free Shipping”, there is still a cost associated with shipping the item to the carrier(s) (in many cases, “Free shipping” is for the larger items). 1st Needs Medical, in many instances will cover the cost of shipping to our customers. (1st Needs Medical reserves the right to decide which products will qualify in these situations) Therefore, when customer returns are made, the amount paid by 1st Needs Medical will be deducted from the cost.

Restocking Fees

Many items are exempt from restocking fees. However, there are items that have a 25% restocking fee. This fee will be deducted it from the refund.
The following items are subject to restocking fees (not all inclusive as new products are added to the catalog):
All items manufactured by:

  • Alex
  • American Diagnostic Corp. (ADC)
  • Drive Medical
  • Dynarex
  • Graham Field
  • Golden Technologies
  • Invacare (Invacare “equipment” only. Invacare “supplies” do not carry a restocking fee.)
  • Nova Ortho-Med
  • Philips

All items in the following categories:

  • Lift Chairs
  • Patient Lifts
  • Scooters
  • Wheelchairs (Manual, Power, and Transport)
  • Defibrillators (AED’s)

Why Restocking Fees? Like almost all online retailers, we are sometimes forced to charge a restocking fee. We ship items directly from our manufacturers and suppliers, and the address we give you to return the item is the appropriate manufacturer or supplier. These companies have to employ personnel to accept returns, inspect them to make sure all conditions are met (all the pieces are there, original packaging, no damage, no wear and tear), repair occasional minor damages caused by return shipping (if not large enough to cause them to refuse the item), replace missing hardware, packaging, and instruction manuals, and put the item back in circulation. The manufacturers charge the retailers a fee for this service, which the retailers have no choice but to pass on to the customer.

Return Procedures

  • Customers must have a Return Merchandise Authorization (RMA) number to qualify for a return. Items returned without an RMA# will not be accepted. All appropriate parties must be informed of the return.
  • For a return to be accepted, customer must request an RMA number within 30 days of delivery.
  • The easiest way to request an RMA number is by completing our easy online Return Authorization Request Form. Once it’s approved, we will send you an email within 1-2 business days containing easy and precise shipping directions, including your RMA# and the appropriate return shipping address.
  • Items must be returned within 14 days of your receiving your RMA number.
  • We recommend that you make sure the item is packed properly and that the shipment is insured for its retail value. You should also obtain a valid tracking number. We are not responsible for items that are get lost or damaged on the way from the customer’s address to any of the return facilities.

All returns are subject to inspection. They must be in new, unused, resalable condition and contain all packaging materials, manuals, and blank warranty cards. Any item not in its original condition will be deemed unsuitable for resale and will not be accepted for a refund.

NOTE: Returns to our corporate headquarters, listed on the Contact Us page, will not be accepted. You must ship the item to the address we give you in the email. If an item is shipped to our corporate headquarters, we will have to ship it yet again to the appropriate facility, and we will have to deduct yet another shipping charge from your refund.


To exchange an item, you must:

  1. Request an RMA# to return the first item (see above).
  2. Place a new order for the exchange.

If you’d like to get the second item quicker, you may place the order as soon as you request an RMA#.


If you would prefer a refund, it will be issued within 30 days after we have received, inspected, and approved the return. We will send your refund via the original payment method that you used to pay for the item.

Cancelled Orders

Any order that the customer cancels after it has been placed, even if the customer has not received the item yet, is subject to regular return policies. Customer must accept delivery, and then contact us to set up a return, as per the instructions above. (This is because most orders begin processing almost immediately, as we can’t hang onto items in case the customer changes his mind and decides he doesn’t want it. If you’ve already placed an order, you have to assume it’s already gone out.)
In cases of a backorder and the product hasn’t shipped, the customer be able to cancel the order. In these instances, a representative would contact you regarding the issue and discuss the appropriate option. (See Shipping Policies page for details.)

Delivery Policy

1st Needs Medical is committed to delivering orders as timely as possible. 1st Needs Medical strives to use the most efficient logistics to ensure the timely delivery of orders. Please read the following to better understand the delivery policy. This may assist you with scheduling your orders.

Please note that due to shippers’ restrictions, 1st Needs Medical cannot ship to a PO Box.

Shipping Policy

When will I get my order?

When the order is placed by 12:00 pm EST, the order will ship the same day.

When the order ships, a notification email will be sent with the tracking information. Additionally, orders can be tracked by logging in to your Account and click on the account tab at the upper left corner. Or you can go the carrier’s website for the latest tracking information.

Your package will get to you within the range of 1-5 Business days. Customary delivery success rates:

  • 1-2 business days 65%
  • 2-5 business days 30 %
  • 5 days or more 5 %

Expedited services such as Next Day Air, 3-day, and 2nd Day shipping service by contacting costumer service first at 844-417-8633.

Delivery Issues

Refused Delivery

Undamaged items that are refused upon delivery, orders cancelled by the customer while in transit, orders with 3 or more failed delivery attempts, and items returned without first receiving an RMA (Return Merchandise Authorization) number will automatically incur a 35% restocking fee. In addition, the original shipping (and Expedited Shipping) charges will be deducted from your refund, as we did bear that expense. (This includes items that we offer as “FREE SHIPPING”, as the truth is that carriers don’t actually ship things for free, out of the goodness of their heart. 1st Needs Medical is billed for it, and “FREE SHIPPING” means that the company incurs that expense on behalf of the customers.) 1st Needs Medical is also not responsible for items that are lost due to customer refusal.

Lost Shipments

Packages that are lost in transit are usually located by the carrier and delivered. To avoid duplicate shipments, 1st Needs Medical can send replacements only after the claims process is complete. Although, 1st Needs Medical is unable to expedite this process, be assured that the company is working diligently to resolve matters. However, 1st Needs Medical is not responsible for any shipments that are lost due to customer error. Please make sure to enter all of your information correctly when placing the order. If you’ve given us an address that doesn’t exist, that is not our fault. If your tracking information shows that the item has been delivered, but you don’t think you got it, make sure to check everywhere. Occasionally, if you’re not home, a carrier will leave a package with a neighbor, a building manager, on the back porch, or behind some bushes. If there is no tracking information, or if the tracking information shows that the item has been returned to us, please contact us by phone or email. We may have the wrong shipping address, the driver may have unsuccessfully attempted delivery, or the carrier may have lost it.

Damaged Items

1st Needs Medical understands that products may become damaged in transit, or that occasionally, there may be a manufacturer defect. In these cases of manufacturer defect, 1st Needs Medical will stand by loyal customers and assist toward resolving matters. However, for us to offer this level of service, we need a little help from you. Make sure to inspect every item upon delivery, looking, specifically, for any sign of damage on the boxes, which may indicate damage inside the boxes as well. Even if you’re not planning on using the item for a while, we need you to look it over immediately, and if the item is damaged, to report the damages or refuse delivery and contact us immediately. (That way, we know it was the carrier who damaged it.) Most carrier’s policy is that damage must be reported within 24-48 hours of delivery. Failure to do so may result in a charge for an otherwise-free replacement item. If you noticed the damages after the driver has already left, contact the carrier immediately, and keep the packages in as-delivered condition until someone arrives to inspect it. Our standard policy is to repair or replace all damaged items as soon as possible at no additional charge. However, if you’d rather exchange it for a different item, the “Standard Return Policy” applies, there may be restocking fees, and shipping costs will be deducted from your credit. (See our Return Policies page for details.) .