Return Policy

30-Day Guarantee - 100% Customer Satisfaction

We expect our customers to be 100% satisfied with the products we sell and the service we provide. If at any time in the next 30 days, you are not 100% satisfied, you may send your purchase back for a refund or store credit for the price paid for the merchandise (less the shipping charges), or you may exchange it for another item in our catalog that is more to your liking. All items returned must be in their original packaging, unused, and in resalable condition. Items are to be returned at the customer's expense and original shipping charges are not refundable. Restocking charges may apply to certain products. Some items offer free shipping on the original delivery. For these items, the actual cost of shipping the item to you may be deducted from your refund.

For health reasons, we cannot accept returns or exchanges of eating, hygiene, and oral stimulation products. In addition, we cannot accept books, computer software, and videos that have been removed from their original packaging. If software or videos are defective, we can only exchange them for the same title.

"No Hassle" Return Policy

We want you to be completely happy with your purchase. If you are unsatisfied with any new product, for any reason, you may return it for a refund of the purchase price or an in-house credit, or you may exchange it for another product within a fair amount of time from the shipping date (usually 30 days).

Items are to be returned at the customer's expense and original shipping charges paid are not refundable. Restocking charges may apply to certain products. Some items offer free shipping on the original delivery. For these items, the actual cost of shipping the item to you may be deducted from your refund. Please contact us to receive your shipping label.

*Limited Return Policy

These products must be in brand new condition and in the original packaging. (Please keep your carton and all packaging materials until you are confident that your order fulfills your needs.)

Items are to be returned at the customer's expense and original shipping charges paid are not refundable. Restocking charges may apply to certain products. Some items offer free shipping on the original delivery. For these items, the actual cost of shipping the item to you may be deducted from your refund. Please contact us to receive your prepaid shipping label.

*Non-Returnable

The following items cannot be returned:

• Special orders – both custom/special orders and items we don’t stock.
• Clearance items
• Items identified as Non-Returnable
• Discontinued items
• Hygiene products
• Certain medical and mobility equipment
• Certain products removed from their original packaging including:
  • Commode
  • Shower and bathing products
  • Dining products (utensils, cups, dinnerware)
  • Swim diapers
  • Any incontinence products
  • Software
  • Electronic software downloads
  • Books, CDs, and videos
  • In-ear buds and earplugs

What if there is a problem with my order?

If there's a problem with your order, the first thing to do is call our Customer Service team. He or she will take care of you, no matter what. The only policy we have is that we'll do whatever it takes to fix the problem and make you happy.

In the unlikely event that we've made an error with your order or a product is defective, please call us immediately at 1-877-664-4565 or submit a Contact Us Inquiry so that we can make it right! In cases of defective merchandise, we may have a replacement shipped direct from the manufacturer, so it's essential that you contact us first before returning it. If you have received an incorrect item, please contact us within 7 days of receiving the product.

Damaged/Lost Goods

We are constantly working with our freight carriers to ensure all shipments are properly packaged and labeled for safe delivery to their destination. There may be an occasion when a package may be damaged in transit, or contents may be partially or entirely lost. When this occurs, please follow the steps below. This will ensure that the shipment has been appropriately documented to handle your order.

• If a shipment arrives damaged or if the box appears so, note the damage on the delivery bill and have the driver sign it, acknowledging the damage. Otherwise, if the shipment was left at your location without a signature, please contact eSpecial Needs Customer Service.
• Contact eSpecial Needs Customer Service within 5 days of receipt to start processing an insurance claim. An order will be entered at that time to replace the merchandise.
• Save the container and merchandise for inspection. We may ask you to email us a picture of the damage to submit our claim.

What if I received a defective product?

If you believe you've received a defective product, contact our support team at (877) 664-4565 ext. 1 and speak with a Customer Support team member. Or you can simply submit a Contact Us Inquiry, and we'll respond quickly with assistance or provide you with a return goods authorization (RGA) number. If we determine the product failed under warranty within 30 days of purchase, we will cover shipping costs within the US to replace the product for you.  

Call eSpecial Needs Customer Service at 1-877-664-4565.

How To Make a Return

We're sorry your purchase didn't work out for you. To make a return, please first call our eSpecial Needs Customer Service to arrange for an RGA (Return Goods Authorization) number. Next, to ensure your exchange or credit is processed as quickly as possible and to help you avoid a return adjustment, please follow the below checklist: 

• If you have redeemed a manufacturer rebate or promotion, your return will be subject to a restocking fee. 
• Please write the RGA number on the shipping label and NOT on the product box itself. 
• Items must be returned in the condition they were received, including all accessories, documentation, and packaging materials. 
• If your package was originally shipped double-boxed, please return the unit(s) double-boxed. 
• The product should be packed in the original product box with the UPC codes intact. 
• When repacking the product box, avoid using duct tape or other adhesives that can leave a residue. 
• Please use a shipping method that is trackable, such as FedEx or UPS. 
• Remember that if your order was shipped for free under our free shipping promo, the outbound shipping cost will be deducted from your return credit. 

We recommend that you ensure your package when shipping back to us when purchasing your own shipping labels. Sometimes things get damaged during transit, and if that happens, we want you to be covered. 

Abuse of Return Privileges

Our return policy is in place to ensure our customers don’t get stuck with the wrong product. We may, at our sole discretion, limit or suspend return privileges for customers who abuse or attempt to violate our return policy through practices including, but not limited to, excessive returns, attempts to return items that are no longer in brand-new condition, etc. 

Questions?

Send us a Contact Us Inquiry
Call us at 1-877-664-4565 (International: 1-314-692-2424)