Shipping policy
Our Approach
At Total Mobility Solutions, we prioritize transparent ordering and predictable delivery expectations.
Many products offered through our catalog ship directly from trusted manufacturer and distributor partners. This allows us to provide broad product availability while maintaining competitive pricing for healthcare facilities.
Because orders may ship from multiple fulfillment locations, delivery timelines and shipping methods can vary depending on product availability, warehouse location, and carrier schedules.
Minimum Order Requirement
Orders must total $500 or more before checkout. Orders below this threshold cannot be processed.
Total Mobility Solutions reserves the right to cancel orders that do not meet minimum purchase requirements.
Order Cancellations
Orders may be cancelled prior to processing or shipment.
Once an order has been transmitted to a manufacturer, distributor, or fulfillment partner, cancellation may not be possible.
Orders cancelled after processing may be subject to cancellation fees of up to 35% depending on supplier policies.
Orders that have already shipped cannot be cancelled.
Order Processing & Logistical Compliance
Orders are processed during normal business hours, Monday through Friday (excluding holidays).
Most orders are transmitted to our manufacturer or distributor partners shortly after order confirmation. Processing times may vary depending on product availability and supplier fulfillment schedules.
Lead times for specialty or non-stock items may vary. Customers will be notified of extended lead times within 24 hours of order placement.
Orders containing multiple products may ship from different warehouse locations and may arrive in separate shipments.
If orders contain products that ship from different warehouse locations, shipping will be charged for each shipment and be passed on at cost.
By placing an order, the customer authorizes Total Mobility Solutions to charge the payment method used for the order or any payment method on file for additional freight charges or carrier accessorial services incurred during shipment.
To ensure the integrity of medical-grade equipment and supplies, maintain accurate facility safety records, and support the operational coordination required for professional healthcare & medical supply distribution, all orders are subject to a one-time Facility Logistics & Order Support fee.
This fee covers the administrative, compliance, and fulfillment coordination services required to process orders across our national manufacturer and distributor network, including but not limited to transit oversight, serial number and shipment record retention for facility safety and FDA recall support, multi-vendor order coordination, and distribution management.
For non-contracted customers: a fee equal to 3% of the order total or a minimum of $85.00, whichever is greater, will apply.
This fee is separate from and in addition to all applicable shipping, freight, carrier accessorial charges, taxes, and any other charges associated with the order.
Total Mobility Solutions reserves the right to assess and collect this fee on all qualifying orders at the time of purchase, after order review, or at the time of fulfillment, as applicable.
For Premium & Preferred Partner Accounts: These accounts are governed by specific partnership agreements that provide reduced logistics fees, priority fulfillment, and subsidies on freight costs. Preferred Partners also gain access to Custom Payment Terms and annual volume-based rebate programs. Premium & Preferred Partners should refer to their Partner Agreement for exact terms.
Shipping Methods
All shipping, freight, and accessorial charges are billed at cost.
Shipping will be finalized and charged at cost prior to fulfillment.
Orders may ship using a variety of carriers depending on the size and nature of the products ordered. These may include:
- Standard parcel carriers such as UPS or FedEx
- Freight carriers for larger equipment or bulk shipments
Shipping estimates displayed at checkout are best estimates based on available information at the time of purchase using live LTL rates.
Large equipment (or any shipment > 150 lbs) ships via freight carriers. Freight charges are calculated after order confirmation based on shipment weight, destination, and carrier rates and are billed at the actual carrier cost.
Most orders ship directly from our manufacturing partners. Processing time is typically 1-4 business days before shipment (order processing time may vary for capital equipment configuration requests which must be performed by the manufacturer prior to shipping). Freight deliveries may require additional transit time depending on location and weather.
Additional freight charges or carrier accessorial fees may apply depending on the final shipment method.
Shipping & Pricing Notice
Pricing reflects current supplier and logistics costs. Taxes and shipping charges are calculated at checkout. Shipping and freight charges may vary based on destination, freight requirements, and supplier fulfillment location.
While we make every effort to ensure pricing accuracy, errors may occasionally occur due to supplier updates, data feed changes, or system errors. Total Mobility Solutions reserves the right to cancel or adjust orders affected by pricing errors prior to shipment.
Orders may ship directly from manufacturers or distribution partners. Freight charges and carrier accessorial services may be invoiced separately after shipment if incurred.
Some capital equipment products may require configuration or optional accessories selected at the time of order. Final pricing and availability for configured equipment will be confirmed with the manufacturer prior to order processing. Customers will be notified of any adjustments before payment is finalized.
Total Mobility Solutions will pass along accessorial charges incurred in connection with your shipment. This includes, but is not limited to: Hazmat, Lift Gate delivery, Inside delivery, Early notification, Redelivery, Limited access, etc. These services will have additional fees added to the freight invoice. Total Mobility Solutions will pass along accessorial charges at cost incurred in connection with your shipment.
Lead Times & Product Availability
Lead times displayed on product pages represent our best estimate based on current manufacturer and distributor availability.
Because we work with multiple supply partners, lead times may occasionally change due to factors outside of our control, including:
- manufacturer inventory fluctuations
- distributor stock levels
- freight carrier delays
- supply chain disruptions
If a significant delay occurs after an order has been placed, we will notify customers and provide updated delivery information whenever possible.
Most stocked products typically ship within 1-4 business days from supplier warehouses, depending on supplier processing schedules and shipping origin.
Freight Deliveries
Certain products, particularly larger equipment and mobility devices weight over 150 lbs, may ship via freight carriers rather than standard parcel services.
Freight deliveries are typically made to the curb or loading dock of the receiving facility unless specialty delivery services are requested from the carrier at checkout.
Customers are responsible for ensuring that appropriate personnel and equipment are available to safely unload and receive freight shipments.
Customers may request specialty delivery services during checkout where applicable.
Specialty delivery services available at checkout include: liftgate delivery, inside delivery, residential delivery (for facilities located in residential zoning), limited access delivery (for narrow streets, construction zones, etc.), delivery appointment / advance notification, sorting and segregating, driver assist, and after-hours or weekend delivery.
If additional freight accessorial services are required by the carrier at the time of delivery and were not selected during checkout, those charges will be invoiced or charged to the payment method associated with the purchase.
These charges are determined by the freight carrier and will be passed through to the customer at cost when applicable.
Delivery Inspection
Customers should inspect shipments immediately upon delivery.
Any visible damage should be noted on the carrier's delivery receipt before signing for the shipment. Delivery receipts signed without notation may limit the ability to file freight damage claims.
Damages, shortages, or discrepancies must be reported to Total Mobility Solutions within 24 hours of delivery so that we can work with the carrier or manufacturer to investigate and resolve the issue.
Photographs of damaged packaging or products may be requested to assist with freight claims.
Refused Deliveries
Customers are responsible for ensuring that deliveries can be accepted at the shipping address provided.
Refused shipments or failed delivery attempts may result in additional freight charges, return shipping costs, and applicable restocking fees.
Refused deliveries that are not the result of shipping damage or supplier error will be treated as customer returns.
Returns & Return Goods Authorization
Returns must be approved in advance before merchandise can be returned.
An authorized RGA number may be required before products are accepted for return. Returns received without prior authorization may be refused.
Returned merchandise must be:
- in original, unopened packaging
- in resalable condition
- free from labels or markings that would prevent resale
Products that ship directly from manufacturers, custom items, hygiene products, and certain medical devices may not be eligible for return.
Return eligibility is determined in accordance with manufacturer and distributor policies.
Restocking Fees
Approved returns requested within 30 days of delivery may be subject to restocking fees of up to 35%, depending on manufacturer and distributor return policies.
Returns requested after 30 days are generally not eligible for return unless approved by the manufacturer.
Shipping charges, freight costs, and carrier accessorial fees are non-refundable.
Restocking fees are waived for products that arrive damaged or defective and require replacement.
Non-Returnable Items
Certain products are not eligible for return, including but not limited to:
- special order items
- manufacturer direct-ship items
- opened hygiene or patient-contact products
- products marked non-returnable
- products returned outside approved authorization windows