Frequently Asked Questions
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.
What's 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)
- The warehouse must receive the 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 fee applies to all returns.
What's your return policy?
We want you to be 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:
- The 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 lifts take approximately 3-4 weeks. If you need to expedite your shipment please get in touch with 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 checkout.
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?
Sherman Oaks Medical Supplies is located at 14120 Magnolia Blvd, Los Angeles, CA 91423. Our Business Hours are from Mon-Fri: 9 am-6 pm, Sat: 10 am-3 pm Pacific Time. Our Phone Number is 818-981-9906 and our Fax Number is 818-981-6698. Our Email to contact us is [email protected]
An item is missing from my shipment
Some shipments may come in more than one box, so 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:9 am-5 pm, Sat:10 am-3 pm 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:9 am-5 pm, Sat: 10 am-3 pm 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 hover over your name on the top right corner with your mouse and click on “View Orders” to see status.
Our service area covers most of Southern California including Los Angeles and surrounding cities.
To see a full list of cities covered in our service area please click here.