GENERAL QUESTIONS
We can be reached during our normal business hours Monday – Friday 8am-5pm est. via our Live Chat, Contact Us page, or phone 888-550-7750. We pride ourselves on prompt response times, so if ever you’re unable to connect with us just drop us a line with your contact information and we’ll get back to you soon.
Products can be shipped anywhere within the contiguous 48 United States. We do not ship overseas and unfortunately cannot accommodate orders to Hawaii, Alaska, Puerto Rico or internationally.
We only sell new products, and do not rent or repair wheelchairs.
All orders include free shipping via Ground. Delivery generally takes 3-5 business days after an item has shipped. We do not currently offer expedited or alternative shipping methods.
Lead times vary by product. Stock items typically ship within 1-2 business days, while custom, built-to-order products and certain non-stocked replacement parts generally ship within 7-10 business days. Please refer to the “Availability” section at the top of each Product page for this specific info.
Aracent Healthcare has been a Federal Supply Schedule authorized contract holder for the past two decades. We’ve worked closely with hundreds of government healthcare facilities nationwide to provide the high-quality mobility equipment our military veterans deserve. For those interested in purchasing from Aracent Healthcare, we offer the government multiple methods for ordering our products. Purchase orders can be placed offline via email (sales@aracent.com) phone (888-550-7750) or fax (888-550-7752).
In addition, many products can now be purchased directly from our website. Prior to your first order, purchasing agents must submit a one-time request for a Government account type to access FSS contracted products, terms, and pricing. Please note that this is a separate process from the normal web account registration. Once approved, you’re ready to roll! Just be sure to log into your account prior to shopping in order to view FSS specific products and pricing. For more information regarding FSS purchasing from Aracent Healthcare, please visit our Government Purchasing page.
PRODUCT INFORMATION
Choosing the right seating and mobility products can be an unfamiliar process for some. There are a few factors that should be considered to ensure proper positioning, comfort, and ease of use. Not to worry, our Help page is a great starting point and contains simple but informative material to guide you through the process. If you’re still unsure and would like a helping hand, our product experts are here to assist!
A wheelchair's overall width varies by model and seat size. This exact measurement can be found under the Additional Information tab of each item's Product page. Generally, though, Overall Width ≈ Seat Width + (between 7.25” - 9.5”). We have a wide variety of product offerings, with overall dimensions ranging from 21.25” to 39” wide. Please be sure to take close consideration of all doorways and tight corners in your household before completing your purchase.
All our wheelchairs arrive fully assembled. All you need to do is take the wheelchair out of the box, effortlessly attach the front riggings and any other accessories you may have also ordered, then you’re ready to roll!
Many of the more commonly ordered parts can be found in our Parts & Accessories section and added directly to your cart for purchase. When it comes to wheelchair replacement parts though, the list of available components is quite extensive and difficult to fully catalog on our website. Not to worry though, if it goes on a wheelchair we sell, we have you covered. Replacement part catalogs are available in the "Documentation & Literature" section of each Product page and outline all available components. Please contact our sales team with the part you need, and we’ll happily facilitate the purchase.
The S/N can be found on a sticker in a location that varies by product.
Manual wheelchairs: Located on the crossbrace below the seat. (Format 02A12345 or 02BM123456)
Power wheelchairs: Located on frame. In some cases, the batteries or shroud must be removed to view. (Format 02A12345 or 02BM123456)
Patient aids (i.e., walkers, rollators, etc.): Located in various locations. (Format is a date or lot code of 5-6 digits)
Cushions & Backrests: Unzip the cover to locate the sticker on the inside back of the product. (Format 0M0339601 or 1C0056521)
HCPCS (healthcare common procedure coding system) can be found on the individual Product page in the Additional Information section, as well as within the Documentation & Literature attachments. PLEASE NOTE: The Buyer is responsible for determining the appropriate billing codes when submitting claims to the Medicare program and should consult an attorney or other advisor to discuss specific situations in further detail.
ORDERS
We accept most major credit cards (Visa, Mastercard, AMEX, Discover) as well as PayPal and PayPal Pay Later. We are not currently able to bill Medicare, Medicaid, or private insurance.
Many of the items we sell are highly customizable to allow for the best fitting, most comfortable product. Some of the available options, however, are conditional and based upon factors that confuse even the best of websites. Not to worry, our team is here to help. If you see something you’re interested in that isn’t available on our site, reach out to us and we’ll be happy to add a custom quote to your shopping cart.
Order changes or cancellations must be performed by Aracent Healthcare. Please contact us immediately if you would like to make changes. These requests are not guaranteed and are dependent on the status of the order, however we will certainly do everything within our power to accommodate you. Custom products may not be changed or cancelled once production of the item has begun. Orders cannot be changed or cancelled after item(s) have been prepared for shipment and a tracking number has been provided. In such cases, please review our Cancellation & Return Policy.
Order status can be viewed online within My Account -> Orders. For those who purchased via Guest checkout, you can still view this information online but must first create an account using the same email address as your order. Tracking information is emailed to all customers once the product ships, regardless of account status.
Most orders ship within the timeframes displayed in the “Availability” section of the Product page for the item you purchased. From time to time though, material supply chain issues, production backlogs or other unforeseen issues can occur creating the potential for a delayed order. In these instances, we’ll do everything we can to keep you updated on the situation. If this expected shipping window has passed without receiving tracking information or an update, please reach out to our team for further assistance.
Invoices are emailed immediately upon placing the order. If a copy is needed, click the “Print Invoice” button within My Account -> Orders -> Order Details. Or you can also always just reach out to us, and we’d be happy to provide it.
RETURNS AND WARRANTIES
If you are not 100% satisfied with your order, most items can be returned within 30 days of receipt for a refund. Custom, made-to-order products are not returnable or refundable. To determine if a product is returnable, please refer to the Return Eligible? designation located on the Additional Information tab of each product’s page. Except for cases of damage or warranty replacement, returned products will incur a 25% - 35% restock fee depending on the item. Return shipping, including its cost, is the responsibility of the customer. Please review Aracent Healthcare’s full Return Policy for all conditions and instructions.
Refunds are usually issued within 2 weeks of the product being returned, inspected, and processed.
A high level overview of a particular products warranty information can be found in the Description section of its Product page. For full details, please review our Product Warranty Information page.