FAQ

Q: What is "Standard Door Step" or "Curbside Delivery"?

A: If you choose "Standard Door Step" or "Curbside Delivery" your product will arrive unassembled in the factory packaging unless otherwise stated on the product listing. The delivery company will deliver to your driveway or entryway. You will then be responsible for taking it into your home or business. You will want to have people helping you move your new product as they are heavy.

Q: What is Inside Delivery?

A: With Inside Delivery, the delivery company will deliver your product to the nearest ground-level entrance of your home, business, or apartment building. You will be responsible for actually bringing your item in. Once again, these products are sometimes heavy so you'll want to get some help from friends.

Q: What is White Glove Delivery & Setup?

A: With White Glove Delivery & Setup your new product will be brought into your home or business. It will be professionally assembled and any trash will be removed once the job is completed or your order will be delivered to you already assembled by the White Glove Technician.

Q: Are all of your items listed online in stock?

A: Our inventory is updated as often as possible, however, on rare instances our manufacturers run out of stock before we can catch that. As soon as we receive your order we reach out to our suppliers right away to confirm that it is in stock and available for shipment. If your item is backordered or unavailable we will reach out to you by e-mail or phone and you will decide if you want to wait for the item to become available or cancel your order.  

Q: Do you charge sales tax?

A: We are only required to collect sales tax in the state of Maryland since we have a physical presence in that state.  All other states are tax-free at this time. This is subject to change at any time. 

Q: When will my order ship?

A: Many items ship on the same day (if ordered by 10 am EST, Monday-Friday). Transit times will vary, but you should expect your item to be shipped within 1-3 business days. All other items, in particular custom orders, generally ship within 3-10 business days of your order date. Transit times vary depending on your location, but you should expect delivery within 4-13 business days of your order date.  You can check your on your order by simply emailing us at info@electricwheelchairsusa.com or calling us at 800-682-9444.

Q: Where do you ship your products from?

A: Our products are shipped from multiple warehouses across the US.  This saves us on cost and shipping time, which in turn, we pass on to you.

Q: What do I do when my item is damaged upon delivery?

A: All claims of damage including UPS, FedEx, and freight must be submitted in writing no later than 24 hours after delivery. Please take pictures of the box and of the damaged item and email them to us at info@electricwheelchairsusa.com.  For freight deliveries, you must inspect the box and all the contents inside the box for damages at the time of delivery. If you notice any damage you should make a note on the delivery receipt “PACKAGE DAMAGED” when signing for delivery. Then, please take pictures of the box and the damaged item(s), and email them to info@electricwheelchairsusa.com within 24 hours of delivery.  We will process a damage claim on your behalf. 

Q: Do you offer a refund if I don't like the product?

A: If you are unhappy with your product for any reason other than damage or defects, please contact us immediately. In most cases our manufacturers accept returns up to 30 days from the purchase date. However, the return must be initiated within the 2 days after delivery. A 25% restocking fee will be deducted from any buyers remorse returns. Products must be returned unused and in their original packaging. Shipping charges are non-refundable. Return shipping costs to the manufacturer is the responsibility of the customer.

Q: Is your website secure with my personal information?

A: Yes, we take your personal information very serious. By using SSL security and McAfee Secure, we can ensure that all your personal information is encrypted and safe. We do not store your credit card information and it will be used one-time only upon purchasing of your product. Afterward the transaction, your credit card information will be purged.

Q: What is Lay-Buy?

Lay-Buy is a simple layaway payment option powered by PayPal that lets you pay for your wheelchair or scooter over time — with no credit check, no interest, and no financing company involved.

You pay a deposit and small administrative fee when you sign up, then automatic monthly installments until your balance is paid off. Once you’re paid in full, we’ll place your order with the manufacturer and ship it to you.

Q: How does the Lay-Buy plan work?

Here’s how it breaks down:

• Deposit: 20% down today (non-refundable)

• Admin Fee: 1.9% of the purchase price charged by Lay-Buy (paid to PayPal) (non-refundable)

• Payments: 4 automatic monthly installments, charged on the same date each month

• Early Payoff: You can pay off your balance early anytime

• Extensions: Payment terms may be extended at Electric Wheelchairs USA’s sole discretion

Q: When will my order be placed and shipped?

Your order is placed with the manufacturer after your final payment is received. Once it’s fully paid, we’ll process and ship your order according to our normal fulfillment schedule.

If your product is out of stock at that time, you’ll have two options:

1. Choose a different product of equal value, or

2. Cancel your layaway for a full refund of all payments (minus the 0.9% admin fee).

Q: Can I cancel my layaway?

Yes, you can cancel at any time. However:

• The deposit and admin fee are non-refundable.

• Any payments made beyond the deposit will be refunded to your original payment method.

Q: What happens if I miss a payment?

If your automatic payment fails, Lay-Buy (PayPal) will notify you and attempt to reprocess it. If payments remain overdue, Electric Wheelchairs USA may cancel your layaway plan per our policy.

Q: How is Lay-Buy different from Shop Pay Installments?

Lay-Buy is ideal if you prefer a no-credit, no-loan payment option — you simply make monthly payments toward your purchase.

Q: How do I sign up for Lay-Buy?

At checkout, select “Put it on Lay-Buy (powered by PayPal)” as your payment method.
You’ll see the deposit amount, number of payments, and payment schedule before confirming.

Once you complete the first payment, your plan is active — and you can manage it anytime through your PayPal account.