FREQUENTLY ASKED QUESTIONS

GENERAL - FREQUENTLY ASKED QUESTIONS

Which one of your products would work for me?

Drive has a national network of providers who specialize in the distribution of durable medical equipment who can provide the proper information to suit your needs. You may find a list of providers HERE and detailed product information and pictures on our website at www.drivemedical.com.

I am looking for specific product information (specs, pictures, information on use):

If you have access to the internet, you may find detailed product information including pictures online at www.drivemedical.com.

Is the item covered by my insurance or Medicaid / Medicare?

Unfortunately we are unable to tell you if an item would be covered by your insurance as Drive is only the manufacturer and does not sell direct to the retail public. Please speak with your insurance provider to find out about coverage or reimbursement.

I am looking to purchase an item or part (not under warranty), do you sell direct?

Drive does not sell direct to the retail public. If you have access to the internet, you may find detailed product information including parts diagrams online at www.drivemedical.com , once the item or part number has been obtained you may purchase from an authorized Drive provider. You may find a list of local and online providers HERE.

I am looking for a local dealer that has a showroom with the product I am looking for, where can I find a dealer that has this item in stock?

You may find a list of local providers HERE who can let you know what items they have in stock

CONSUMER RETURNS - FREQUENTLY ASKED QUESTIONS

What is your returns policy?

Please speak with your provider who you purchased the unit from to find out what their return policy is and how to process a return. If you purchased online, you can often find the providers policy on their website. Since Drive is the manufacturer only and does not sell direct to the retail public we are unable to process returns directly. Please be advised that most providers can only accept unused items in saleable condition with their original box and packaging.

I want to return an item but the dealer has moved or is out of business:

Unfortunately the item cannot be returned. Since Drive is the manufacturer only and does not sell direct to the retail public, we are unable to process returns directly since we do not have your purchase funds.

My provider says I can return, but I will be charged a re-stocking fee, can this be reduced or waived?

Terms and conditions for return are set by the provider who you purchased the unit from. Since Drive is the manufacturer only and does not sell direct to the retail public, please speak with your provider regarding any questions or concerns you have concerning a return.

What is the address to return my item?

Drive can not accept any unauthorized return without a previously issued RMA. Items which are sent back without a valid RMA will be refused. Please speak with your provider regarding any questions or concerns you have concerning a return including the proper address for returning merchandise.

I need further assistance, how do I contact Drive Medical?

We will be happy to reach out to you to further assist. Please contact us by clicking HERE and a representative will reach out to you shortly.

WARRANTY - FREQUENTLY ASKED QUESTIONS

What is the warranty on an item?

You can find the warranty of each item online at www.drivemedical.com or in the included instruction manual (hang-tag) if you have already purchased the unit.

What is included under the (limited) lifetime warranty?

Per our limited warranty policy, the warranty does not extend to non-durable components, such as rubber accessories, wheels, and plastic parts, which are subject to normal wear and need periodic replacement. In addition, the warranty does not cover device failure due to owner misuse or negligence.

I am experiencing an issue with my item, is it under warranty?

Unfortunately since we are often hundreds of miles away and can not see the item nor do we have your purchase information (date,name, etc), we are unable to confirm if the reported issue is covered under the units warranty. If you feel that the item should be covered under warranty then please contact your original provider who sold you the unit and have a copy of your proof of purchase (including the units serial number) so they may process a warranty claim on your behalf.

If your original provider is out of business or has moved, then you may take the item to your nearest local provider for assistance. You may find a list of providers HERE

I have a defective item, what should I do?

If you feel that the item should be covered under warranty then please contact your original provider who sold you the unit and have a copy of your proof of purchase (including the units serial number) so they may process a warranty claim on your behalf.

As the manufacturer only, all warranty claims are serviced through our provider network.

If your original provider is out of business or has moved, then you may take the item to your nearest local provider for assistance. You may find a list of providers HERE.

What is the warranty on batteries for a powered mobility product and how long should they last?

Batteries on power mobility 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 need further assistance, how do I contact Drive Medical?

We will be happy to reach out to you to further assist. Please contact us by clicking HERE and a representative will reach out to you shortly.

PARTS & SERVICE - FREQUENTLY ASKED QUESTIONS

Who can service my power wheelchair or regular Drive item (non-power)?

Please speak with your dealer where you purchased the unit to find out if they have a service department to troubleshoot and repair your unit. If you purchased online, and the provider does not have a technician who can provide in home service, you may find a list of providers HERE or by looking in your yellow pages under "scooter or wheelchair repair". Unfortunately Drive does not have a repair facility.

I need help assembling an item?

If you have access to the internet, you may find detailed product information including pictures and assembly information online at www.drivemedical.com. If you have a specific question please contact our Technical Support Department at (877) 224-0946 or by emailing them at techsupport@drivemedical.com.

I need further assistance, how do I contact Drive Medical?

We will be happy to reach out to you to further assist. Please contact us by clicking HERE and a representative will reach out to you shortly.