FREQUENTLY ASKED QUESTIONS

GENERAL QUESTIONS:

I want to place an order. What methods are available?

I want to obtain a quote. What methods are available?

I have an idea for a new product. How can I submit my idea?

I have my own business and want to buy your products to sell. How do I create an account with Drive?

I need further assistance

ORDER STATUS QUESTIONS:

I want to find the status of my order. What methods are available?

RETURNS QUESTIONS:

I want to view my returns policy and/or make a return. What methods are available?

FREIGHT POLICY QUESTIONS:

I want to view my freight policy. Where can I view it?

PARTS/WARRANTY QUESTIONS:

I want to know if a product is under warranty. Where can I find this information?

I want to know if wheelchair or scooter batteries are still under warranty

TECH SUPPORT AND PARTS QUESTIONS:

I am experiencing an issue with an item and need product tech support. Where can I obtain information?

I need to identify a replacement part. Where can I find that information?


I want to place an order. What methods are available?

There are a variety of ways that you can place an order.

  1. On the web. You can login to your account, navigate to MY DRIVE and select the CREATE AN ORDER/QUOTE icon.
  2. Over the phone. You can place an order with Customer Service by calling 877-224-0946.
  3. Through your Sales Rep. You can place an order by contacting your sales rep directly.
  4. Through EDI. This method is applicable for select accounts. Speak to your sales rep for more information.

I want to obtain a quote. What methods are available?

You can create your own authentic and professional Drive quote online, instantly! Please click HERE to learn how.

I have an idea for a new product. How can I submit my idea?

You may submit your product idea HERE. A product manager at Drive Medical will contact you if we are interested in moving forward with your idea.

I have my own business and want to buy your products to sell. How do I create an account with Drive?

Thank you for your interest in selling Drive Medical products, please click HERE and submit a completed credit application. Once submitted, a member from our Credit team will contact you.

I need further assistance. How can I contact you?

We are happy to assist. You may contact us by phone, email or our live chat feature. Please see our Contact Us page for complete information.

I want to find the status of my order. What methods are available?

Information you will need: Drive sales order number or your PO number

There are a variety of ways to check the status of your order.

  1. On the web. You may log into your account, navigate to MY DRIVE and select the CREATE AN ORDER/QUOTE icon. Select the SEARCH FOR ORDERS link to search a particular order in a variety of ways.
  2. Via phone or email. You may reach out to Customer Service by calling 877-224-0946 or emailing customerservice@drivemedical.com

I want to view my returns policy and/or make a return. What methods are available?

Information you will need: Sales Order Number or PO number and Product item number

You may view your returns policy information HERE.

If you would like to make a return, there are a variety of methods to do so.

  1. On the web. You may fill out the Returns request form by logging into your account, navigating to MY DRIVE and selecting the RETURNS icon.
  2. Via email. You may fill out the Returns request form on our Contact Us page or by emailing returns@drivemedical.com
  3. Via phone. You may call our Customer Service department at 877-224-0946.

I want to view my freight policy. Where can I view it?

You may view your freight policy information HERE.

I want to know if a product is under warranty. Where can I find this information?

Information you will need: Product item number

You can find the warranty of an item on the specific item's product page on our website or in the included instruction manual (hang-tag), if you have already purchased the unit. This warranty does not cover device failure due to owner misuse or negligence, or normal wear and tear. The warranty does not extend to non-durable components which are subject to normal wear and need periodic replacement.

I want to know if wheelchair or scooter batteries are still under warranty

Batteries on power mobility products are covered under warranty for six (6) months from the date of purchase. Battery life is dependent on temperature, weight of the user, amount of daily use (around the block vs. 5 miles per day) and how well the batteries have been maintained (charged daily or were they allowed to run down to empty). Depending on conditions, batteries can last as little as six (6) months and sometimes up to two (2) years.

I am experiencing an issue with an item and need product tech support. Where can I obtain information?

Information you will need: Product item number and serial number

You can locate relevant tech support articles for products including troubleshooting and assembly help by first identifying the item number of the product. If you are unsure of the product’s item number, please visit our Product ID Guide HERE.

Once the item number is identified, please locate the product page on our website.

Near the bottom of the page there is a tab labeled SUPPORT. Click this tab to view available articles.

You may also visit our comprehensive library of support articles for a wide variety of our products to assist with product troubleshooting, product assembly, product adjustments and so much more. Please visit our Technical Resource Center HERE.

You may also directly contact our Technical Support Department at (877) 224-0946 (option 3) or by emailing them at technicalservices@drivemedical.com for further assistance.

I need to identify a replacement part. Where can I find that information?

Information you will need: Product item number and serial number

We offer part diagrams on our product pages with full part numbers for your reference. You can locate the parts diagram by first identifying the item number of the product. If you are unsure of the product’s item number, please visit our Product ID Guide HERE.

Once the item number is identified, please locate the product page on our website.

Near the bottom of the product page there is a tab labeled PARTS. Click this tab to view the full product and the individual part numbers.

Related question: I want to place an order. What methods are available?