How do I return an item?

Return Policy

The Alzheimer's Store
is a dedicated philanthropic commerce web site.We do not sell returned items that have been removed from their original packaging. We donate them and we suggest that all of our customers do the same.

If you find that you need to return an item for replacement or refund, please review the complete details of our Return Policy below to determine if any special return conditions apply....PLEASE BE CERTAIN OF YOUR ORDER BEFORE YOU ORDER AND CONTACT US IF YOU HAVE QUESTIONS.

ALL PRODUCTS MUST BE ISSUED A RETURN AUTHORIZATION (RA) NUMBER BEFORE THEY CAN BE SENT BACK! Please email: to request a refund or replacement and include your order number and a telephone number as well as the reason you want to seek a refund or replacement. We will verify your order's return eligibility and issue a RA number if appropriate. Our offices are open Monday through Friday, 9 am to 5 pm EST.

Most items may be returned within thirty (30) days of receipt. They must be returned at the customer's expense in their original packaging and meet the following conditions:

  • Product must be in new condition
  • Product must be returned in its original packaging UNOPENED OR THE 50% RESTOCKING FEE WILL APPLY as well as a $15 shipping fee if it was originally shipped for free.
  • A Return Authorization (RA) by email must be requested from within thirty (30) days of receipt
  • Once an RA has been issued, products must be returned within thirty (30) days
  • Products that are defective must be returned within thirty (30) business days with a Return Authorization and the product will be replaced.

  • * Please note that no return will be acted on without a Return Authorization number clearly displayed on the return form as well as the reason for the return and order number.

    Fall Prevention Products
    Most of our Fall Prevention Products can be returned withing thirty (30) days of their purchase date. Please email: to verify the specific return policy for your item(s) as different manufacturers have their own return policies.

    Sensor Pads and Floor Mats cannot be folded or tightly rolled. They can be loosely rolled with supportive packaging (such as air pillows or packing peanuts) placed in the center void. If we receive a return with a folded or creased sensor pad or floor mat, that item may not be returnable.

    Once we receive your items back and they are verified to be in new, unused condition, with all product wrappings and items included, we will issue a refund minus a 25% restocking fee. If a package is returned damaged or opened, a restocking fee of 50% will apply, excluding our original costs for shipping. All original shipping and handling charges are non-refundable. Products that were purchased with 'Free Shipping' will have a $15 shipping expense deducted from your refund. WE DO NOT RESELL THESE ITEMS.WE DONATE THEM.

    Bathroom and Bathing Products
    Bathroom and Bathing Products are non-returnable once the product packaging has been opened, due to hygienic reasons. If you are unsure whether one of these products is going to meet your needs, please email: with questions before ordering.

    Incontinence Products
    Our Incontinence Products are non-returnable due to hygienic reasons. If you are unsure whether one of these products is going to meet your needs, please email: with questions before ordering.

    Books, DVDs, CDs, Muffs, Activity Pillows, and Activity Aprons
    Please note all books, dvds, cds, muffs, activity pillows and aprons OR ANY PRODUCT THAT HAS A FABRIC are final sale and not eligible for refunds.
    If you are unsure whether one of these products is going to meet your needs, please email: with questions before ordering
    CLOTHING: Clothing of any type are not returnable for hygienic reasons.
    Watches and GPS Products
    Please note that watches can be returned within the first thirty (30) days. These products cannot have been ACTIVATED. They must be returned in new, unused condition, with all product wrappings and items included. It has been our experience that our item #0920 Freedom GPS Locator Watch is not defective but rather customers just need help setting it up - please call Robin at 1-888-423-1887 to help you set up the watch. He is customer support for this device. If the product is defective, email: to get a RA code and then return it to: 1000 East 146th Street, Suite 219, Burnsville, MN 55337. DO NOT RETURN WITHOUT AUTHORIZATION ..BUT YOU MUST DISCUSS THE PROBLEM WITH ROBIN FIRST.

    If you bought the MX-LOCare GPS Watch then please call 732-514-6762 to get help with a technology issue as we find that there is rarely a return of a GPS device because the device is defective. IF A PRODUCT IS DEFECTIVE IT WILL BE REPLACED OTHERWISE THE RETURN POLICY WILL APPLY.
    Setting up the watches can be confusing the first time and that is why each product page for the devices contains a free telephone number to call to get all the information you need BEFORE purchasing.

    All Other Product Categories
    You must email: to verify the return period allowed on your product and then arrangements can be made to return the product for a refund. Products must be unused and in new condition with all accessory items and product packaging. Please email: to clarify a product's specific return policy before ordering or returning.

    Please email: if you are in any way unclear as to the Return Policy on any particular product.

    Each manufacturer has different warranty policies. If an item description does not state its warranty information, please email: to clarify warranty coverage and implementation. If you have purchased a product and are having difficulties with it, please email: for warranty assistance. All defective items must be returned within the first ten (30) days of purchase.

    * Items will not be exchanged unless they are defective or damaged. If you want to cancel items that have not yet shipped, call us immediately at 1-800-752-3238.

    ** EXCLUDING CANADA International shipments due to the cost of shipping are FINAL SALE.

    Please note that our products are not a substitute for full time supervision and monitoring of your loved one or patient, but are designed to augment the personal supervision of a caregiver.


    CHANGE OF ADDRESS: If you need to change the address of delivery after the product has been shipped, a $15.00 change of address fee will be charged to your credit card if the item was shipped with UPS.