How do I return an item?



Return Policy

The Alzheimer's Store
is a dedicated philanthropic commerce web site. We do not resell returned items that have been removed from their original packaging. 

We donate opened products and we suggest that all of our customers 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 BE CERTAIN OF YOUR ORDER BEFORE ORDERING. PLEASE CONTACT US IF YOU HAVE QUESTIONS.


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

Please email: contact@alzstore.com 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 A 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 contact@alzstore.com within thirty (30) days of receipt
  • Once an RA has been issued, products must be returned within fourteen (14) days
  • Products that are defective must be returned within ten (10) business days with a Return Authorization and the product will be replaced. Please test all products upon receipt.
  • 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% 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. 


  • * 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 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 and Bathing Products
    Bathroom and Bathing 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
    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: contact@alzstore.com with questions before ordering.

    Books, DVDs, CDs, Digital Music, Blankets, Plush Items, Muffs, Activity Pillows, and Activity Aprons
    Please note all books, dvds, cds, muffs, blankets, plush items, 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: contact@alzstore.com with questions before ordering

    CLOTHING: Clothing of any type are not returnable for hygienic reasons.

    Bundle Packages: Item numbers that begin with a 'P' are our bundle packages. They are not returnable, however, individual items within the package will be replaced if defective as per the return policy.


    GPS Products
    Please note that these devices will be replaced if they are malfunctioning due to a factory defect. All GPS 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 and a reason to replace the device. Once a device has been activated it can not be returned for a refund. If you can not use it please donate it. You may need technical support in setting up and activating your device.


    For Item 0920 - please call Robin at 1-888-423-1887 to help you set up your watch. He is customer support for this device. If the product is defective, email: contact@alzstore.com to get an RA code and then return it to: 1000 East 146th Street, Suite 219, Burnsville, MN 55337. DO NOT RETURN WITHOUT AUTHORIZATION. YOU MUST DISCUSS THE PROBLEM WITH ROBIN FIRST.
    For Item 0940 - Please call Brent at 1- 877-980-4477. If there is a problem that the device needs to be a member of their staff will instruct you.
    For Item 0900 - Please call SafetracksGPS at 1-514-261-9958
    All of our technical support teams are there to help you have a great experience with the device. On the rare occasion that there is a defect it will be replaced.
    Please note; none of our GPS 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.

    If a return/refund is warranted then our refund policy as stated will apply. If a GPS device is defective, (not water damaged) it will be replaced -- a refund does not apply.

    All Other Product Categories
    You must email: contact@alzstore.com 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: contact@alzstore.com to clarify a product's specific return policy before ordering or returning.

    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. Data coverage and signal strength issues for GPS devices is NOT a product defect. Please check that these items will work in your area BEFORE activation!

    * Items will not be exchanged unless they are defective. 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.