How do I return an item?

Return Policy

The best way to handle a return is to avoid one all together by being certain of what you are ordering. Please call us at 1-800-752-3238 with any questions before you order.

The Alzheimer's Store is a dedicated philanthropic commerce web site. We donate opened products and we suggest that all of our customers also donate opened, used or unwanted products to someone in need!

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 click the link ABOVE to fill out a Return Request Form and receive an Return Authorization (RA) Number or to report a defective item.

We will respond with 1-3 business days with a RA number and return instructions if your request is eligible for a return.

If your request is found ineligible for a return we will send you and email explaining why we cannot accept the return. All decisions are final.

ALL PRODUCTS MUST BE ISSUED A RETURN AUTHORIZATION (RA) NUMBER BEFORE THEY CAN BE SENT BACK.




General Policies

Most items may be returned within thirty (30) days of receipt, exceptions are noted below. 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 and must be unused
  • A Return Authorization (RA) must be requested using the form above within thirty (30) days of receipt
  • Once an RA has been issued, products must be returned within fourteen (14) days
  • No return will be acted on without a Return Authorization number clearly displayed on or in the return package.

    We reserve the right to modify any of these policies at any time.


  • Defective Products

    Please test all products upon receipt. Products that are defective must be reported within ten (10) business days of receipt through the Return Request Form above. It is our policy that defective products will be replaced, not refunded.

    The return shipping of the defective product is the responsilibity of the customer. We may at our own discretion provide a return shipping label.


    Restocking Fees

    If your order is eligible for a refund, and products 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% up to may apply.

    All original shipping and handling charges are non-refundable. Large/heavy or Canadian orders that were purchased with 'Flat Rate Shipping' may have an additional shipping expense deducted from your refund.


    Cancellations

    If you want to cancel items that have not yet shipped, call us immediately at 1-800-752-3238. We ship quickly and may not be able to cancel your order, even if it was just placed.

    If you need to change the address of delivery after the product has been shipped or if an incorrect address was entered and the package was returned to us, a $19.00 change of address fee will be charged to your credit card on file.


    Category and Product Specific Policies

    Medication Dispensers

  • All medication dispensers are non-returnable for the health and safety of our staff with the sole exception of the MedReady line of products.
  • MedReady dispensers are subject to the general policy outlined above with the addition that the device must not have come into contact with any medication.


    Fall Prevention Products

  • Most of our Fall Prevention products can be replaced in the first (30) days if they malfunction.
  • 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.


    Bathroom, Bathing & Dining Related Products

  • Bathroom, Bathing and Dining related 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: contact@alzstore.com with questions before ordering.


    Incontinence Products

  • 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: contact@alzstore.com with questions before ordering.


    Books, DVDs, CDs, Digital Music & other Media

  • All books, dvds, CDs and digital or print media items are non-returnable.


    Blankets, Plush Items, Muffs, Activity Pillows, Clothing and Activity Aprons

  • ANY PRODUCT THAT CONTAINS FUR OR FABRIC are final sale and not eligible for returns or refunds.
  • This policy stands regardless if the item was opened and no exceptions are made.
  • If you are unsure whether one of these products is going to meet your needs, please email: contact@alzstore.com with questions before ordering


    Service Plans & Memberships

  • Pre-paid plans, memberships, annual contracts, monitoring plans or activation fees cannot be pro-rated or refunded once they begin.


    GPS & Mobile Products

  • Our GPS Watches/Mobile Device Products have a strict return policy due to the costs associated with set-up and activation.
  • Activation and technical support for GPS/Mobile Products will be provided by the manufacturer and instructions will be included with your order.
  • Returns of GPS Watches and Mobile Device Products will only be accepted if they contain all original packaging and paperwork. They must be in perfect condition and show no signs of wear.
  • No refunds will be given for damaged devices or packaging and all returns will be inspected by the manufacturer for eligibility.

    Important notes:
    All GPS and Mobile/Cell devices are subject to the signal strength and consistency of the signal in the area of use. Poor signal strength is not considered a defect nor a reason to replace the device. Please check that these items will work in your area BEFORE activation!

    None of our GPS/Mobile devices are 100% water proof, they are water resistant. DO NOT SUBMERGE A DEVICE IN WATER OR TAKE A SHOWER WITHOUT A PROTECTIVE GLOVE. WE DO NOT REPLACE WATCHES THAT WERE DAMAGED DURING USE.


    All Other Product Categories

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


    Warranties

  • Each manufacturer has different warranty policies. If an item description does not state its warranty information, please email: contact@alzstore.com to clarify warranty coverage and implementation.
  • If you have purchased a product and are having difficulties with it, please email: contact@alzstore.com for warranty assistance.
  • All defective items must be returned within the first ten (10) days of purchase, so please be sure to test all products purchased upon receipt. If more than (10) days have passed, any warranty or extended warranty claims should be handled directly with the manufacturer.


    International Orders

  • Due to the cost of shipping all international shipments are FINAL SALE.
  • Claims of defective items from Canada require the item to be shipped back to the US at the Customer's expense.

    Disclaimer

    None of the products we sell 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.

    We cannot provide medical advice; any medical concerns surrounding the use of the products we sell should be discussed with a your medical professionals.