Frequently Asked Questions
Quick answers about ordering, shipping, returns, payment and choosing the right equipment.
Questions
Ordering and payment
How do I place an order?
Add items to your cart, press Checkout and follow the steps. You will receive an order confirmation e-mail with your order number within a few minutes.
Which payment methods do you accept?
Payments are processed by our secure payment provider: major credit and debit cards, plus any other methods shown at checkout. The options are shown at checkout. See Payment & Security.
Do I need an account?
No. You can check out as a guest. An account simply lets you see all your orders in one place.
Can I change or cancel my order?
Yes, until it ships. E-mail support@jouelanity.com as soon as possible with your order number.
Questions
Shipping and delivery
How much is shipping?
Standard shipping by USPS is free on every order to all 50 US states and Washington DC. FedEx expedited costs $59 per order.
How long will it take?
Every order is prepared in up to 5 business days. USPS standard then takes 15–21 business days in transit; FedEx expedited takes 2–5 business days.
Do you ship outside the US?
Not at this time. We also cannot ship to APO/FPO/DPO addresses or US territories.
How do I track my order?
Use the tracking link in your shipping e-mail, or see Track your order.
Questions
Claims, returns and refunds
What is your return policy?
If an item arrives faulty, damaged, wrong or incomplete, e-mail us within 7 days of delivery with an uncut unboxing video and we reship a new, complete item free of charge. Full details: Returns & Refunds.
Can I return an item if I change my mind?
No. We do not accept change-of-mind returns, so please check the size and weight capacity before ordering – or ask us to check them for you.
Why do you need an unboxing video?
It shows exactly what arrived, so we can approve your reship quickly. It must be one continuous take with no cuts or edits, starting with the sealed parcel. Claims without a video cannot be accepted.
When will I get my refund?
If a replacement is not available, we refund the item within 5 business days to your original payment method. Banks then take 5–10 business days to show it.
Questions
Products and sizing
How do I know an item will support my weight?
Check the weight capacity in the product name or ask us – we confirm it from the manufacturer's specification. Always choose a capacity comfortably above the user's weight. See our sizing & capacity guide.
Do products come assembled?
Most items need simple assembly and include instructions. Assembly is not included.
Are these medical devices?
We sell daily living and mobility aids. They are not a substitute for medical advice – ask a healthcare professional if you are unsure what equipment is right for you.
Do you carry a product I cannot find?
E-mail us the name or a description. If we can source it, we will let you know the price and delivery time.
Still have a question? We're happy to help.
E-mail us with your order number or the product name and we reply within 1 business day.
- E-mailsupport@jouelanity.com
- HoursMon–Fri, 9 AM–5 PM MT
