FAQ

Can I cancel my order?

If you cancel your order after it has already shipped we consider it a return and our policies apply.

How do I get my refund?

All credits will be given after receipt and warehouse inspection approval.

Whats your return process?

To return a product, the above conditions must be met. We require that all returns follow these instructions for proper processing:

• Call or email to request Return Authorization Number (RA)
• Warehouse must receive item within 15 days of an RA# being issued
• Report via phone or email a tracking number to customer service
• Items sent without an RA number cannot be credited

Are all products returnable?

No. There are no returns on the following categories of products: hospital beds, custom wheelchairs, lift chairs, wound care, incontinence items, masks, braces, stockings, shoes, bath safety products, and all custom built/ordered items including orthopedic supports.

How much are the return restocking fees?

A 15% restocking fees applies to all returns.

What's your return policy?

We want you to be completely satisfied with your purchase. You may return your purchase within 30 days of receipt – see below for exceptions

• To qualify for a return, please note the following:
• Product must be unused, clean and not damaged
• Original packaging and materials intact (i.e. instructions, warranty information)
• Return shipping costs are the responsibility of the customer

When will I get my order?

All orders except for Custom Equipment including Wheelchairs, Scooters, Lift Chairs and Stair Lifts usually ship within 2 business days. Custom Manual Wheelchairs and Lift Chairs take an average of 2 weeks to reach the customer. Motorized Wheelchairs and Electric Scooters take 1-3 weeks depending on the model and color. Custom power wheelchairs , mobility scooters (extra wide, etc.), and stair lift take approximately 3-4 weeks. If you need to expedite your shipment please contact customer service at 818-981-9906. In the event that your order cannot go out in the above mentioned time you will be contacted immediately. You can either cancel the order or wait for shipment. If we cannot reach you to make a delivery we will reattempt to deliver for up to one week at which time we will return the order and charge you a 15% restocking fee. (Notice: Stair Lifts and Vertical Platform Lifts are not returnable)

How much does shipping cost?

Sherman Oaks Medical Supplies, Inc. offers free shipping on all orders that exceed $150.00 (pretax). Notice: most Incontinence supplies have additional shipping charges, even if they do exceed $150 (pretax). Shipping charges for products that are less than $150 are shown in the shopping cart at check out.

What countries do you ship to?

Sherman Oaks Medical Supplies, Inc. ships to the continental United States via either USPS, UPS, or FedEx

What's your service area?

We service all of Southern California.

How do I contact Sherman Oaks Medical Supplies, Inc?

Sherman Oaks Medical Supplies, Inc. 4840 Van Nuys Blvd. Sherman Oaks, CA 91403 Our Business Hours Mon-Fri: 9 am-6 pm, Sat: 9 am – 3 pm Pacific Time Phone: 818-981-9906 Fax: 818-896-4851  Email: info@shermanoaksmedical.com

An item is missing from my shipment

Some shipments may come in more than one box, please allow 5-7 business days for all products and parts to arrive. If 7 business days have passed and your order still didn’t arrive call us at 818-981-9906 during our business hours (Mon-Fri:9am-5pm, Sat:9am-3pm Pacific Time).

My order never arrived

Please allow 5-7 business days for products to arrive. If 7 business days have passed and your order still didn’t arrive call us at 818-981-9906 during our business hours (Mon-Fri:9am-5pm, Sat:9am-3pm Pacific Time).

How do I change quantities or cancel an item in my order?

In order to change quantities or cancel an order please call us at 818-981-9906.

Has my order shipped?

Login then mouse-over your name on top right corner and click on “View Orders” to see status.