FAQs by Category
PRODUCT SELECTION
1. How do I know if this wheelchair or scooter will fit me (or my loved one)?
Fit is safety. On every product page, you will find a "Specifications" tab listing the Weight Capacity and Seat Dimensions (Width and Depth). For Seat Width: Measure the user’s hips while sitting and add 1-2 inches for comfort. For Weight: Always choose a device with a weight capacity that exceeds the user's weight to ensure optimal battery life and stability. If you are unsure, please use the Avante "Chat with an Expert" feature before ordering.
2. What is the difference between a "Transport Chair" and a standard "Wheelchair"?
A Standard Wheelchair has large rear wheels, allowing the user to propel themselves. A Transport Chair has four small wheels and is lighter, but it must be pushed by a caregiver; the user cannot move it themselves. If independence is the goal, choose a Standard Wheelchair or a Power Scooter.
3. Do your mobility scooters come with batteries included?
Yes! All our powered mobility devices include the battery and charger. The batteries will need to be fully charged (usually 8-12 hours) before the very first use to ensure long-term battery health.
SHIPPING & DELIVERY
1. How long will it take to receive my order?
Because we ship directly from the manufacturer to your door to save you money, shipping times vary slightly by brand.
Standard Items: Typically leave the warehouse in 24-48 hours and arrive within 3-5 business days.
Custom/Heavy Items: Large power chairs may take 5-10 business days. You will receive a tracking number via email as soon as the label is created so you can follow your package every step of the way.
Standard Items: Typically leave the warehouse in 24-48 hours and arrive within 3-5 business days.
Custom/Heavy Items: Large power chairs may take 5-10 business days. You will receive a tracking number via email as soon as the label is created so you can follow your package every step of the way.
2. What does "Curbside Delivery" mean?
Standard free shipping for heavy items is Curbside Delivery. The freight driver will unload the box to the curb or the end of your driveway. They cannot bring the box inside your home, up stairs, or unbox it. Recommendation: If you live alone or cannot lift heavy boxes, we strongly recommend arranging for a friend or family member to be present on delivery day.
3. Do you offer "White Glove" delivery and setup?
For select heavy items, we offer an upgraded "White Glove" service for an additional fee. This includes delivery inside your home, unpacking, assembly, and removal of packaging materials. Please check the product page to see if this option is available for your item.
ASSEMBLY & TECHNICAL SUPPORT
1. Will I need to assemble the equipment myself?
Most of our equipment is designed for "tool-free" or "minimal" assembly.
Wheelchairs/Walkers: Usually just require popping on the footrests or wheels.
Travel Scooters: Often arrive in 3-4 lightweight pieces that snap together without tools.
Wheelchairs/Walkers: Usually just require popping on the footrests or wheels.
Travel Scooters: Often arrive in 3-4 lightweight pieces that snap together without tools.
2. What happens if the equipment breaks? Is there a warranty?
Absolutely. Since we are an authorized dealer for every brand we sell, your purchase comes with the full Manufacturer's Warranty. This typically covers the frame, motor, and electronics for a specific period (often 1-3 years). If you have a technical issue, contact us, and we will file the warranty claim with the manufacturer on your behalf to get you replacement parts or service.
INSURANCE & PAYMENTS
1. Do you accept Medicare, Medicaid, or private insurance?
To keep our prices low and our shipping fast, we operate as a direct-to-consumer retailer and do not directly bill insurance or Medicare. We accept all major credit cards, PayPal, and financing options (like Affirm/Klarna).
2. Can I get reimbursed by my insurance later?
Many of our customers successfully do this! Upon request, we can provide you with a detailed invoice that includes the medical codes (HCPCS codes) required for reimbursement. You can submit this to your insurance provider to see if you are eligible for out-of-network reimbursement.
RETURNS & SATISFACTION
1. What if I don't like the product or it doesn't fit?
We want you to be happy with your mobility. You can return most items within 30 days of delivery.
Condition: The item must be in "like new" condition with original packaging.
Return Shipping: The customer is responsible for return shipping costs.
Restocking Fee: A standard industry restocking fee (typically 10-20%) may apply to cover the manufacturer's inspection and repackaging costs. Please Note: Hygiene items (like bath safety products or cushions) and custom-built power chairs are non-returnable.
Condition: The item must be in "like new" condition with original packaging.
Return Shipping: The customer is responsible for return shipping costs.
Restocking Fee: A standard industry restocking fee (typically 10-20%) may apply to cover the manufacturer's inspection and repackaging costs. Please Note: Hygiene items (like bath safety products or cushions) and custom-built power chairs are non-returnable.
2. What if my item arrives damaged?
Please inspect your box immediately upon arrival! If you see damage, refuse the delivery if possible or note it on the driver's paperwork. If you find concealed damage after opening the box, take photos and contact us within 48 hours. We will arrange for a replacement part or a new unit at no cost to you.