Return / Refund Policy

• Call our Returns Team at 888-307-1839
• Email us at Returns@ReliableRamps.com

If you are going to call or email us to begin the return process, be prepared to provide the following information to initiate the return.

1. Your Order Number (found in the email invoice confirmation)
2. Name of the Product and Quantity you would like to return.

Folllow the steps you're provided to set up the return. Select the items you would like to return, the reason and any photos.

• The return shipping address will vary with each product, so be sure to follow our email instructions which will provide the exact warehouse address. If a customer incorrectly returns merchandise to an incorrect warehouse address (because return address delivery instructions were ignored), then the customer will be responsible for charges associated with rerouting the package to its assigned inventory warehouse location. Remember to email us returns@reliableramps.com with any questions.
• Ensuring the safe return of your item is crucial to the process. If you prefer, you can request that we handle the shipping on your behalf, and we'll deduct that cost from your return. In such cases, a UPS or FedEx shipping label, along with your return authorization number, will be provided. It's essential to remove or mark out any original labels and securely tape one completed shipping label to each package.
• For items shipped via Freight LTL, the process involves securely placing the item back on a pallet. We'll provide you with a BOL for LTL pickup, and you'll need to specify a date and window for the pickup.
• It's important to note that returned products must have a valid Return Authorization number. Without it, the warehouse will refuse the return, and the items will be sent back to the sender. This ensures a streamlined and efficient return process for both parties involved. If you have any questions or need assistance, feel free to reach out – we're here to help!
• You must have all original packaging and materials the item was shipped in and with to be authorized for return
• Kindly ship the item back and share the tracking number with us. It's imperative to provide a tracking number for the refund. While, in certain situations, we may be able to furnish a packing slip, this is determined on a case-by-case basis. Your cooperation in promptly providing the tracking information ensures a smoother refund process.

Upon receiving the product at the Reliable Ramps vendor or manufacturer warehouse, we'll promptly initiate the credit process to your bankcard/credit card, deducting any applicable re-stocking fees. Please anticipate approximately four to six weeks for the credit to reflect on your credit card statement. Your patience during this period is greatly appreciated, and if you have any concerns or questions, feel free to reach out to us for assistance. We aim to make this process as seamless as possible for you.

Back To The Top

• Your return is gladly accepted within 60 days of your purchase date, provided your email or call date falls within the time of purchase. Unless there has been an error on our part in sending you the wrong merchandise, the responsibility for return shipping charges rests with you. Please refer to the list of specific non-returnable items below for more details.

• Please ensure that the outside label of your package prominently displays the assigned Return Authorization number. Unfortunately, any package lacking this essential number cannot be accepted. Your cooperation in adhering to this requirement is greatly appreciated. If you have any questions or need assistance in obtaining a Return Authorization number, feel free to reach out.

• To ensure the safety of your return, we recommend using a traceable shipping method such as UPS, FedEx, or USPS with Delivery Confirmation. Please send the merchandise back in new and resalable condition, including all original packaging, accessories, warranties, and instruction manuals provided by the manufacturers. As an added precaution, you may opt to purchase shipping insurance, as we cannot assume responsibility for any damages that may occur during the return shipment to our warehouse. Your understanding and compliance with these guidelines contribute to a secure and efficient return process.

Back To The Top

Refunds will be processed, with deductions applied for fees incurred in fulfilling your order, encompassing the following considerations:

Original Shipping Costs: Typically, shipping to you is complimentary for orders exceeding $150. However, should you opt to return the product, the initial shipping cost will be deducted from your refund.

Return Shipping Cost: The responsibility for return shipping lies with you, and you may select your preferred return shipper. It's essential to provide us with tracking numbers when shipping the item back for us to monitor and verify the return. While we can arrange return shipping in certain cases, the associated cost will be subtracted from your final refund. While we strive to accommodate such requests, please be aware that assistance with return shipments may not be feasible in all instances.

For further inquiries, feel free to contact us at 888-307-1839. Ensure that all items are returned in new, unused condition, in their original packaging, with all documents and accessories intact. Upon receipt, returned items will undergo inspection, and any missing or damaged items will result in the cost of replacement being deducted from your refund. Returns of items exhibiting obvious signs of use or damage may be rejected, and you will be responsible for the return shipping costs. 

Please note that returns will not be accepted if items are used, lack original packaging, or are beyond the 60-day return request window. All items must be returned to the appropriate manufacturer within 30 days, after which the return authorization expires, and the return will be rejected.

Back To The Top

Cancellation requests for orders already in fulfillment status may incur a cancellation fee of up to 10%, applicable if the request is made beyond the initial 3 days of placing the order. Additionally, please note that any item that has been installed is ineligible for return. Your understanding of these policies is appreciated, and if you have any questions or concerns, please feel free to reach out for clarification.

Custom Product Cancellation Policy

Custom-built items, crafted to non-standard specifications, fall under our non-returnable category. In the event that cancellation is possible at the time of the request, there may be a 10% cancellation fee associated.

Back To The Top

Products that fall under certain manufacturer policies may have a slightly different return policy.  Your customer service rep will let you know if that’s the case.

1. Modular Ramps - Regrettably, Modular Ramp Systems are non-returnable under any circumstances. In the unfortunate event of receiving damaged items, providing images is necessary, and we will promptly replace those items for you. For canceled Modular Ramp orders during production, a 15% cancellation fee will be applied. Should cancellations occur during shipment or if refused at the time of delivery, a 25% restocking fee along with all related shipping costs will be incurred. Your understanding of these specific policies is valued.
2. Bath and Safety Products
3. Electric Lifts
4. Lift Chairs
5. Patient Slings
6. Pool Lifts
7. Any worn items
8. Hygiene Products
9. International Orders
10. Accessories and Replacement Parts - When ordering parts, it's essential to ensure compatibility with your unit. Reach out to our knowledgeable advisors for assistance before placing your order. To expedite the process, have your unit's serial number ready, which can be added to your order for compatibility verification. Please note that our assistance with parts ordering is limited to units originally purchased from our company. Unfortunately, we are unable to provide support for repairs or parts related to items ordered from other companies or acquired second-hand. For seamless experience and the right parts for your unit, feel free to give us a call. We're here to help you every step of the way.
11. Custom Built Products
12. Items under $25

Upon receiving Reliable Ramps merchandise from the shipping company, it is crucial to inspect it carefully. In the event of a damaged box, assess the contents immediately and decline delivery if the merchandise is compromised. Should you discover damaged merchandise after accepting or signing for a product, please contact us at 1-888-307-1839 within 48 hours to report the damage and initiate the return authorization request.

Timely reporting of shipping damages within the 48-hour window is imperative. Failure to do so may result in Reliable Ramps being unable to replace, return, or refund your damaged goods. The freight company typically requires customers to sign a document verifying the acceptable, undamaged condition of the delivered goods. To facilitate the process, take thorough photos and document shipping damage as this will aid in filing an insurance claim with the freight/logistics shipping provider for reimbursement.

It is crucial to avoid signing a proof of delivery form without documenting any present damage to the exterior product packaging and/or the product itself. If an insurance claim is denied due to a clean proof of delivery, the customer may be responsible for the full purchase price of the damaged product and its replacement.

Upon initiating the product replacement process, Reliable Ramps will provide you with a Return Authorization Tracking Number and a specific return shipping address. Please note that the return shipping address may vary based on our multiple warehouses nationwide. Manufacturers usually issue return-call-tags, but some may not. Await return instructions, which will be sent via email.

In the case of a damaged-goods call tag, if the warehouse discovers that the item is not damaged or defective, you may incur charges for the call tag and applicable restocking fees. Minor manufacturing or design changes made by manufacturers to products shown online are not the responsibility of Reliable Ramps. Similarly, variations in color may exist due to unique web browsers, each displaying colors with slight differences.

For Reliable Ramps, failure to report shipping/packaging errors within 48 hours will result in an inability to replace missing goods. All returned products require a Return Authorization Number (RA#), which should be clearly marked on the outside of the box.

Rest assured that we take great care in packaging our products to ensure they arrive snug, safe, and secure. If an item does arrive damaged or with missing parts, please notify us within 48 hours, and we will promptly send you replacement parts. Your satisfaction is our priority.

Back To The Top

When acknowledging the delivery, it's important to note that even if the package seems slightly damaged, please make it a point to write "Package Damaged." In instances where the package appears significantly damaged, you have the option to refuse delivery. In such cases, promptly notify us so that we can anticipate the return shipment. Upon the package's return, a new one will be sent to you without delay.

For those who have accepted the package and later discover missing or damaged parts, please get in touch with us immediately. We'll swiftly dispatch replacement parts to you at no extra cost. Keep in mind that we typically have a 48-hour window to file freight claims. If replacement parts are unattainable, our carrier will retrieve the original package, and we'll send you a complete replacement.

Should you choose not to opt for replacement parts or a new unit, you can initiate a return under our standard return policy. In the event that you receive a damaged or incorrect product and we are unable to resolve the issue with a full replacement or replacement parts, rest assured, we will cover the return shipping costs in addition to issuing a refund.

In cases where your product exhibits a manufacturer's defect, we have the capability to either replace the defective part or, if necessary, the entire unit. It's important to note that our selection process prioritizes only the most reliable, highest quality products, and we collaborate exclusively with reputable manufacturers. Your satisfaction with our products and service is our top priority. If you have any concerns or inquiries, please don't hesitate to reach out to us.

Back To The Top

Concealed product damage can occur during freight transit periodically. To protect your purchase, please follow these rules:

Take these steps BEFORE you sign

1. Inspect: Open your item(s), and check for concealed damage. Make sure the item(s) you received are what you ordered.
2. Document: Using an ink pen, document any damages directly on the "Delivery Ticket"

When you sign the delivery paperwork, it's important to understand that you are legally acknowledging a "Release of Liability Waiver." By doing so, you confirm that you have thoroughly inspected your order at the time of delivery to ensure there is no damage. It is crucial not to sign any delivery forms provided by the delivery provider until you have completed a thorough examination of your products and packaging.

In the event that you choose to sign and accept the product, it becomes imperative to document any product damage on the "Delivery Ticket." Your written documentation on the "Delivery Ticket" should encompass details regarding damages, defects, rips, tears, or missing parts. If you encounter excessive shipping damages that make you uncomfortable, you retain the right to refuse delivery and request that the freight company return the shipment.

It's essential to note that failure to take these steps—inspection and documentation—will void your insurance policy. Understanding the "Legalese": The fine print on freight "Delivery Tickets" asserts that everything is received in perfect condition. If you sign the "Delivery Ticket" without inspecting the package and its contents, you eliminate the possibility of successfully filing an insurance claim with the freight provider. If concealed damage is noticed later, and you did not inspect and document at the time of delivery, the responsibility for product replacement or any associated repair fees falls on you. We appreciate your cooperation in ensuring we can safeguard your investment by adhering to these steps.

Back To The Top

In the unfortunate event that a shipping or freight company reports an item as lost, it implies that the item has been misplaced. If you, as the customer, receive communication from the freight/shipping provider stating that the item is lost or misplaced, we strongly encourage you to contact Reliable Ramps without delay.

Upon contacting us, Reliable Ramps will initiate a Tracking Claim promptly to trace the whereabouts of the misplaced or undelivered items. Our goal is to locate the item within a 72-hour timeframe and provide a resolution. In instances where the item is deemed permanently lost, we will collaborate with the warehouse to expediently replace the product and ensure its swift delivery to you.

Your proactive communication with us is vital in resolving such situations efficiently. If you have any questions or concerns during this process, please do not hesitate to reach out to us.

Back To The Top

With our extensive network of warehouses, Reliable Ramps does not facilitate direct product exchanges. Instead, we've streamlined the Reliable Ramps Exchange process into four straightforward steps to ensure a seamless experience:

1. Place a New Order: Begin by initiating a new order for the desired new size, color, or replacement item.
2. Request a Return Authorization: Fill out an RA Form, call us or email us at returns@reliableramps.com to obtain a Return Authorization Number (RA#) and the return shipping address for the product you intend to return. As our return addresses may vary, please await specific instructions before dispatching the item to one of our designated warehouses.
3. Mail or Ship the Return: Following the receipt of your RA# and the designated warehouse's shipping address, proceed to mail or ship the return item to the specified return warehouse.
4. Credit Process: Once the designated return warehouse receives and processes the returned item, your credit card will be promptly credited, accounting for any applicable restocking fees.

This process is designed to provide clarity and efficiency throughout, ensuring a smooth transaction. If you have any inquiries or require further assistance, feel free to reach out to us and we’ll be happy to answer your questions.

Back To The Top

To facilitate returns, it's important to note that a minimum restocking fee of $15 is applicable, as determined by manufacturers based on their specific policies for medical equipment. Additionally, items with a value under $25 are considered non-returnable.

For eligible returns, restocking fees will be deducted in varying percentages, ranging from 15% to 25% of the item's value. It's crucial to be aware that even on lower-value orders, the minimum restocking fee remains $15.

Following the placement of a Reliable Ramps order, it is crucial for customers to be aware of the implications of refusing delivery or encountering issues with the delivery address provided. In the event that a customer refuses delivery of a package or if the package is deemed undeliverable to the specified address, the customer assumes responsibility for refusal shipping charges, return shipping charges, and potential product restocking fees, which may be up to 25%, unless the item falls under the category of non-returnable.

For non-returnable items that are refused by the customer at the time of delivery, no refund will be processed. To avoid such complications, it is essential to understand the expected delivery process for the ordered item(s) and make arrangements to receive the order at the designated ship-to address provided with the Reliable Ramps order.

This policy is universally applicable to all Reliable Ramps orders, encompassing both freight deliveries and standard ground deliveries.

Back To The Top

Unauthorized Returns pose significant challenges as they involve products returned to a Reliable Ramps Online Supplier without a valid Return Authorization (RA) number. The consequences of Unauthorized Product Returns can be substantial, as the product may be non-returnable or unacceptable to the distribution partner. Additionally, there may be complications related to the product being sent to an incorrect distribution center location, or the return may fall outside the allowable time frame window.

Given these considerations, Reliable Ramps has instituted a policy of not issuing refunds for unauthorized product returns. It's crucial to note that unauthorized product returns are deemed non-refundable. To ensure a smooth return process, customers are encouraged to contact Reliable Ramps and obtain a valid Return Authorization (RA) number before sending any product back to a supplier.

Furthermore, Reliable Ramps reserves the right to refuse the delivery of product(s) lacking a clearly listed Return Authorization (RA) number on the outside of the package. This measure is in place to streamline the return process and avoid complications. If you have any inquiries or require assistance in obtaining an RA number, please reach out to Reliable Ramps Reliable Team. We are here to guide you through the proper channels to facilitate a successful return.

Back To The Top

Reliable Ramps retains the right to direct customers to the original product manufacturer in instances where replacement parts are required. In such cases, Reliable Ramps will furnish customers with the necessary manufacturer contact information. Following our guidance, customers will be required to engage directly with the product manufacturer to procure replacement parts under specific circumstances.

This includes situations where replacement parts were inadvertently omitted from a shipment, sustained damage during transit, or need replacement due to malfunctions covered by the manufacturer's warranty. By involving the customer in direct communication with the product manufacturer, Reliable Ramps ensures a streamlined process for obtaining the required replacement parts promptly and efficiently.

Back To The Top

We are committed to providing accurate and reliable information, including descriptions, dimensions, pictures, and prices, within our database. In the rare instance of a pricing error, we will make every effort to promptly inform the customer. If a pricing error occurs, Reliable Ramps will, when applicable, promptly refund the transaction. However, it is important to note that Reliable Ramps reserves the right to decide whether to supply or not supply a product.

In cases where a quote is issued with a substantial database pricing error, Reliable Ramps holds the right to modify the quote and/or decline to honor the quote. This is an uncommon circumstance, and we appreciate your understanding in such situations.

It's essential to acknowledge that products may undergo slight variations in design and/or color compared to the illustrations due to common upgrades, modifications, and new version releases associated with medical devices. In cases where product functionality is not directly impacted, refunds will not be issued.

Please be aware that prices on the Reliable Ramps site are subject to change without notice. We strive to keep our customers informed and ensure transparency throughout their shopping experience.

Back To The Top