Shipping policy
Shipping & Returns
Returns Policy
Due to the medical nature of our products, all returns are subject to a restocking fee.
- A 25%–35% restocking fee applies to returns initiated within 59 days of receiving the product.
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Returns requested after 60 days will not be accepted.
- Restocking fees and eligibility may vary for items shipped directly from manufacturers or fulfilled via drop-ship.
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Custom or made-to-order items are non-returnable. This includes, but is not limited to, products with logos, custom sizes, therapy tanks, and certain therapy tables.
Customers are responsible for all return shipping costs, unless the item arrives damaged or malfunctioning.
Return Condition Requirements
All returned items must:
- Be new, unused, and uninstalled
- Be in original packaging
- Be in resaleable condition
- Include all original components
A Return Material Authorization (RMA#) is required before any return is sent back.
How to Start a Return
All returns must be processed through our customer service team.
Email: service@impacthealthproducts.com
Phone: (208) 423-3396
Returns sent without prior authorization will not be accepted.
Returning Broken or Malfunctioning Items
If your item arrives damaged or malfunctioning, it may be eligible for a replacement or refund without a restocking fee, provided:
- The issue is reported within 30 days of delivery
- The item is returned according to instructions provided
Return authorization and prepaid shipping labels will be provided by Impact Health Products or the manufacturer. All associated costs will be covered by us or the manufacturer.
Please inspect your order promptly upon delivery.
Returning Open-Box or Functioning Items
Due to the medical classification of many products, open-box or functioning items may be subject to a minimum 20% restocking fee, as they cannot be resold as new.
Customers are responsible for return shipping costs.
FDA Notice
According to FDA guidelines, certain medical items cannot be returned once opened or used, especially products that come into contact with the skin. These include, but are not limited to:
- Ultrasound gels and gel pads
- Ultrasound soundheads and devices
- TENS units and electrodes
- Towels and similar consumables
These items are non-returnable once opened or used.
Return Process
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Request an RMA#
Email service@impacthealthproducts.com within 30 days of delivery.
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Prepare the Return
Product must be unused, complete, and in original packaging. Manufacturers inspect returns thoroughly.
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Ship the Item
Clearly mark the RMA# on the outside of the box and ship to the address provided. Retain tracking information.
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Refund Processing
Refunds are issued after the returned item is received and inspected. The refundable balance (minus applicable fees) will be processed promptly.
Cancellation Policy
We understand that plans change. Orders cancelled after payment is processed but before shipment are subject to a 3% transaction fee.
Once an order has shipped, it cannot be cancelled and must follow the return process outlined above.
Shipping Policy
Free Shipping (US & Canada Only)
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Free standard shipping is available on qualifying orders shipped within the United States and Canada.
- Free shipping does not apply to international orders.
International Shipping
We ship internationally to many destinations. International customers are responsible for:
- Shipping costs
- Customs duties, VAT, and import taxes
- Any additional fees imposed by the destination country
All prices are listed in U.S. Dollars.
We provide required customs documentation and work with trusted shipping partners to streamline delivery. However, all import fees are the responsibility of the purchaser and must be paid upon delivery.
If additional fees are assessed after shipment, those charges are also the responsibility of the customer.
Shipping Estimates & Rates
Shipping costs and delivery estimates are calculated at checkout based on:
- Product availability
- Shipping destination
- Selected shipping method
Some shipping rates are weight-based. All weights are rounded up to the nearest pound to align with carrier policies.
Questions?
If you have questions about returns, cancellations, or shipping, please contact:
service@impacthealthproducts.com
(208) 423-3396