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You may return unopened items within 30 days from the date of purchase with receipt and original packaging for a refund. A 20% returns processing fee along with shipping charge will be subtracted from the original cost and a refund for the difference will be issued.

We will pay the return shipping costs if the return is a result of our error (you received an incorrect or defective item, etc.) Once a label is created for an order, a restocking fee will be charged for any cancellation. 

Help Medical Supplies will NOT accept returns on any hygienic items. Any hygienic item that is returned used or opened will not be accepted back (it will be treated as a biohazard and disposed of) and the order will not be refunded.

If you need to return an item, please Contact Us with your order number and details about the product you would like to return. We will respond quickly with instructions for how to return items from your order.

Returns should be sent to:

Medical Supplies 
ATT: Returns Department
1 Ellis St 
Unit 1153
Staten Island, NY 10307
If your return is approved, we will initiate a refund to your credit card (or original method of payment). You will receive the credit within 7-10 business days after your return is processed depending on your card issuer's policies.

****Please note that if you are returning an item or sending a machine in for repair you must provide your order number.

 Please be aware that any unit exposed to smoke will be sent back to the purchaser without being repaired or replaced as smoking neat unit voids the warranty.



Timeframes for repairs may vary. Due to worldwide shortages on parts, manufacturers can take 6 months to repair some units.

***Please note*** 

Repair facilities do not offer timeframes on repairs or updates. When the repair is complete, someone from our team will contact you to confirm your return shipping address before sending the repaired unit back.


Repairs for units made by Pari, Veridian or Lumin are handled by the customer with the manufacturer.



If you need to change or cancel your order for any reason please call us immediately at 855-435-7144

Order cannot be canceled via email, chat or ticket.

Once an order has a tracking number the order cannot be canceled or refunded.


Help Medical supplies offers free shipping on all orders in the continental United States. The minimum purchase to qualify for free shipping is $99.00. Most orders placed in the continental United States over $99.00 will ship for free unless you choose other expedited options.

Free ground shipping can be up to 7 business days depending on the shipping destination. The dates shown at checkout are estimates.

 (Free Shipping does not apply to rentals, products delivered via freight, or fulfilled from select 3rd parties)

*** Please note free shipping does not apply to Contour, Graham Field, Endure  or Vive products.


Help Medical Supplies does not ship outside the US and Canada. If you as the customer wish to ship outside of our covered shipping territories we will not take responsibility to any damages incurred during shipping.

Important Shipping Notes:

  • Orders received after 1:00 p.m. EST (Eastern Standard Time) are shipped out on the following business day excluding holidays and weekends.
  • Orders placed on Friday after 1:00 p.m. EST are shipped out the following Monday
  • You will be notified of your shipping status through email
    That is why it is important to provide us with an email address when checking out
  • Please note: Order processing may take up to a week on certain products 

When you place an order, we will estimate shipping and delivery dates for you based on the availability of your items and the shipping options you choose. Depending on the shipping provider you choose, shipping date estimates may appear on the shipping quotes page.

Please also note that the shipping rates for many items we sell are weight-based. The weight of any such item can be found on its detail page. To reflect the policies of the shipping companies we use, all weights will be rounded up to the next full pound. 







First-Class Mail®

1-5 business days (not guaranteed)

5 or more days from the date of mailing

First-Class Package Service®

1-3 business days (not guaranteed)

5 or more days from the date of mailing

Priority Mail®

1, 2, or 3 business days (not guaranteed)

5 or more days from the date of mailing

Priority Mail Express®

1-2 calendar days (guaranteed)

Guaranteed Delivery Date/Time Missed

USPS Retail Ground®

2-8 business days* (not guaranteed)

14 or more days from the date of mailing

Package Services:

  • Media Mail®
  • Bound Printed Matter
  • Library Mail

2-8 business days* (not guaranteed)

14 or more days from the date of mailing

Parcel Select® & Parcel Select Lightweight®

2-9 business days* (not guaranteed)

14 or more days from the date of mailing


3-9 business days* (not guaranteed)

14 or more days from the date of mailing

USPS Marketing Mail®

3-10 business days (not guaranteed)

14 or more days from the date of mailing

Note:  *Except Alaska, Hawaii and US Territories - estimate provided by the postage price calculator.

*Please note that these are quotes and not guaranteed arrival dates. 
Refunds will not be issued if the parcel does not arrive on time.