Invacare Customer Service Policy  
Effective: January 10, 2024

 Section A:  Provider Satisfaction

Invacare Corporation (Invacare) is committed to providing a high level of service to its Provider network. Please contact the Invacare Customer Service group at 800-333-6900 with questions.

Section B:  Ordering Products

1. Invacare accepts orders from its Providers via telephone, fax, EDI, orders@invacare.com, and the Internet (Invacare Pro). For your protection, Invacare does not accept and will not process credit card information provided via email.  Email should never be used to send credit card or other sensitive personal information (e.g., passwords, social security number).
    
2. Orders are accepted from authorized Invacare Providers ONLY.  A valid Invacare account number is required when placing an order.
    
3. Providers will need to order items by catalog number, description, color and size with quantities specified.
    
4. Serial numbers must be furnished when ordering replacement parts and accessories without a serial number Invacare cannot guarantee accuracy of the parts and accessories being ordered or quoted.
    
5. Products, services specifications, and availability are subject to change without notice.
    
6. Invacare will send an order acknowledgement via email or fax for stock, non-stock (builder) and custom made products within twenty-four (24) hours of order verification pending the release of any holds.  An acknowledgement is not an invoice. Invacare’s invoices are billed after the order has been shipped.
    
7. Once an order for stock product has been submitted to Invacare, changes (e.g., additions, deletions, quantity or item changes) to the order will not be accepted.
    
8. If it is necessary to change or cancel an order for a non-stock (builder) or custom made product/part, Invacare must be notified immediately, within same business day of the acknowledgement date.
    
9. All sales are subject to credit approval by Invacare.
    

Section C:  Shipping Information

1. Shipment Guidelines:
   1. Invacare's goal is to ship orders for stock products within 24 hours. Stock Orders must be submitted and released from any holds by 5:30:00 PM ET to qualify for next  day shipment.
   2. Invacare automatically provides an Advanced Shipping Notification (ASN) via email or EDI to any qualified Provider.
   3. Orders placed on hold for credit reasons will be delayed for shipment until all holds are cleared.
   4. All shipments from Invacare are F.O.B. Origin, Freight Prepaid. Title of products transfer to the Provider at the time the product is loaded on the carrier’s truck at the Invacare distribution center or manufacturing location, and Invacare prepays the transportation charges.  If a delivery cannot be completed on the first attempt, the Provider will be responsible for all charges associated with the re-delivery.
   5. If a product is not available in a Provider's primary shipping location (as designated by Provider), Invacare reserves the right to ship a product from its choice of location.
   6. Invacare will drop ship Invacare-brand complex rehab wheelchairs to commercial business addresses with an Invacare account, but not to residences.  Please contact Invacare Customer Service or Internet (Invacare Pro) to determine whether drop shipments may be available for a particular situation.  The Provider is responsible for ensuring the product is properly unpacked and configured for the end user.
       
2. Provider Pick Up Guidelines:
   1. Provider orders must be submitted to Invacare  with 24 hour notice to be eligible for  pick up.
   2. Provider orders are staged for pick up at the Invacare Distribution Center (DC) between the hours of 9am and 2pm ET on business days.
   3. To ensure there are no delays, the Provider must make sure the order is clear of all holds so the order can be released to the DC for processing and invoiced.
   4. When the order is ready for pickup, the Provider will receive an Advanced Shipping Notification (ASN) to the email on file for that order. Provider will have 2 business days to pick up the order
   5. Orders that are not picked up within the 2 business day window will be returned and credited to the original account, minus 25% restocking fee.
   6. Upon arrival to the DC, the Provider must provide their order number and valid ID to the Invacare associate fulfilling the order.  Orders must be picked up in full.

3. Liftgate and Inside Delivery:
   1. If the Provider has no dock and needs the freight brought inside their building by the carrier, they must request a Liftgate and Inside Delivery.  In this instance, they will be charged for the $75 Liftgate fee and $29.95 for Inside Delivery, in addition to the standard freight charge. See section 4 for more information on Liftgate charges.  See section 5 for more information on Inside Delivery charges.
   2. Orders that are truckload quantity will be invoiced at a higher rate.  Contact Invacare Customer Service to determine rate.

4. Liftgate Requests:
   1. If the Provider does not have a loading dock and cannot provide labor to off load the freight from the truck, then a Liftgate must be requested at the time of the order, and the Provider will be charged $75 in addition to the standard freight charge.
   2. The driver is not expected to manually move the freight from their truck to the ground.  If the driver moves the freight from their truck to the ground by hand, then the driver is performing a Liftgate service.  The Provider will then be charged the Liftgate charge of $75 to perform this service.
   3. The Provider must request Liftgate service at time of order each time a shipment requires a Liftgate.  If a Provider does not order a Liftgate service from Invacare, but later requires one at the time of delivery, then the Provider will be responsible for paying the carrier or Invacare directly for the Liftgate service, plus any additional redelivery and/or processing charges from Invacare and/or the carrier.

5. Inside Delivery Request:
   1. An Inside Delivery means the driver of the truck will bring the freight into the 1st safe place inside of the Provider's facility (usually a few feet inside the receiving door).  It does NOT imply they will carry the freight off of the truck.  If the Provider has a dock and needs the driver to bring the freight into their warehouse, Provider must request an Inside Delivery and Customer Service, which will need to be entered at the line level for each order.  The cost for Inside Delivery is $29.95 per order in addition to the standard freight charge. 
   2. If the Provider requires an Inside Delivery and does not request it at the time of ordering, the Provider will be responsible for paying the carrier directly for this service. 

Section D:  Freight and Handling Charges

1. Invacare will charge a flat fee for each requested ship to location on an order within the contiguous United States.

    

   Invacare Equipment and Service Parts Handling Fee:

   • • Products ordered via Invacare Pro will be $45 per order
     • Products ordered via Customer Service through phone, fax or email will be $65 per order

        

       • Order requiring Residential Delivery will be charged $9.95 per order.
       • Order requiring Inside Delivery will be charged $29.95 per order.
       • Order requiring Liftgate will be charged $75.00 per order.

    

   Invacare Equipment Freight Fee:

   • • Orders for Long Term Care beds are shipped based on published lead times and are F.O.B Origin, Freight Prepaid.  Freight is prepaid and charged on your invoice. 
       • Liftgate and Inside Delivery services are available at additional cost upon request. 
       • LTL carriers will contact the consignee 24 hours in advance of delivery to provide a delivery time window. 
       • Standard trailer size is 53 feet. 
       • Please communicate your receiving needs when placing your order so Invacare can make appropriate arrangements with our carriers.
     • Orders for Alber Equipment are shipped based on published lead times and are F.O.B., Freight Prepaid.  Freight is prepaid and charged on your invoice.

2. Hawaii, Alaska, and Puerto Rico: Invacare Equipment and Service Parts:

Invacare will charge a flat fee for these locations:

Level 1: orders up to $99.99 will pay $65.00 for freight 

Level 2: orders between $100.00 and $499.99 will pay $100.00 for freight

Level 3: orders between $500.00 and $999.99 will pay $250.00 for freight

Level 4:  orders between $1000.00 and $4,999.99 will pay $400.00 for freight

Level 5:  orders between $5,000.00 and $9,999.00 will pay $600.00 for freight

Level 6: orders of $10,000.00 or more will pay a minimum of $5,000.00 for freight.  Please call Customer Service for a freight quote.

3. Additional fees will be charged for international destinations.  Please call Customer Services to inquire about these additional charges. 

4. Established International Customer elected Freight Forwarders on (Air or Ocean)

   Per Incoterms at FOB plant, when customer is in control, and they have elected a freight forwarder:

   • Freight is required to be picked up within 30 days of carrier notification by IVC US Export. 
   • Should the freight exceed 30 days in IVC possession, a flat storage fee will be assessed thereafter in 30-day increments, based on volume of shipment:  
     • $400.00 flat storage fee for shipments less than or equal to 10 cubic meters 
     • $800.00 flat storage fee for shipments more than 10 cubic meters but less than 15 cubic meters  
     • $1200.00 flat storage fee for shipments more than or equal to 15 cubic meters. 

5. Premium shipping requests will be billed to the Provider at published transportation rates.  Invacare will not allow Providers to use their freight account to ship their order.

Section E:  Proof of Delivery Information

1. A Provider may obtain a Proof of Delivery directly from the carrier, Invacare Customer Service or via the Internet (Invacare Pro). All requests for a Proof of Delivery must be made within one hundred and twenty (120) days of the invoice date.
    

Section F:  Wear and Tear

1. Invacare takes pride in providing the best quality products for its customers.  Although we strive to deliver the best-in-class parts and equipment, we recognize that certain items are considered wear items by nature and will not be covered under the applicable product warranty, except for defects in materials or workmanship.  Specific items and components include but are not limited to; all upholstery items including seats and back upholstery, arm and calf pads, mattresses, cushions, wheels, tires, and casters, all types of batteries, all types of filters including TSS and concentrators, ambulatory rubberized tips such as canes and crutches, joystick overlays and inductive rubberized protective boots.
2. Invacare reserves the right to ask for any item back that has an alleged defect in materials or workmanship.  Refer to the user manual for specific information concerning a certain product.

Section G:  Warranty Information

1. Invacare warrants its products to be free from defects in materials and workmanship for various time periods. Refer to the warranty packaged with each product to determine the exact coverage for that particular product. Service parts are covered under a six (6) month limited warranty unless specified otherwise.
    
2. During the warranty period, any defective product will be repaired or replaced, at Invacare's option. The warranty includes freight incurred in the replacement part installation or repair of a defective product.
    
3. A copy of the Bill of Sale issued to the purchaser of a product may be required prior to processing a warranty claim.
    
4. Invacare does not warrant products or parts that have been misused from their intended purpose, not properly maintained as per the user manual or abused. Refer to the Returning Products section of this policy and product warranty for complete details.
    
5. Invacare disclaims all other express or implied warranties, including the implied warranties of merchantability or fitness for a particular purpose.

Section H:  Service Repair for Warranty and Non-Warranty Repairs

1. In order to provide quality and timely repairs for warranty and non-warranty product, please refer to the Invacare Service Repair Policy and Procedure.

Section I:  Receiving Products / Freight Damage Handling / Claims

1. Before signing for a shipment, inspect all cartons for visible damage and verify that the quantity received / damaged is correct on the delivery receipt. Accept the shipment even if there are damaged goods. You may call Customer Service and request an Accelerated Customer Return (ACR) be issued to return damaged items free of charge.  
    
2. If shipment is damaged:
   1. Indicate the quantity and nature of the damage (for example, carton torn or crushed) on the delivery receipt.
   2. Have the delivery driver sign the receipt.   
   3. Contact Invacare within five (5) business days of receipt with findings.
   4. Failure to give such notice shall constitute acceptance of product and waiver of claims process.
   5. Failure to note damages upon delivery will lead to denial of credit.  

3. Retain all original cartons and packaging materials. Invacare will arrange for the freight carrier to inspect any freight-damaged products and will order replacement products, at your request.

4. Invacare will process a credit based on the freight carrier’s findings.

Section J:  Refused Shipments  

1. It is the responsibility of the Provider to contact Invacare within two (2) business days of the attempted delivery to inform Invacare that a shipment has been refused. Refusing a shipment in full or part does not guarantee a credit to the Provider.
    
2. If the Provider refuses the shipment, the carrier will return the product back to the original shipping location.
    
3. The shipping location will forward these items to the Invacare Central Returns Center.
    
4. The refused shipment will undergo one or all of the following:
   1. ACR assignment in accordance with ACR assignment policy
   2. Returned to Provider when (and only if) applicable
       

5. Allow for thirty (30) days to process any ACR associated with a refused shipment order.
    
6. If a reconsignment of shipment is necessary, and it is found to be solely caused by Invacare’s acts or omissions, then Invacare will pay reconsignment charges and have the freight delivered to the original specified location.
    
7. If a reconsignment is necessary, and it is found to be the fault of the Provider, then the Provider must accept and receive delivery of the shipment. Once the shipment is received, the Provider can negotiate a redelivery of the product at the Provider’s expense.
   
    

Section K:  Returning Products

1. PLEASE NOTE: All returned product will be subject to full evaluation. Credit issuance will be based on returned product evaluation findings.  Product abuse or no fault found cases may result in a credit denial. 
    
2. An ACR number is required for all returns and may be obtained by calling Invacare Customer Service. A Provider has thirty (30) days from date of invoice to request an ACR number to return unopened, unused stock product in original packaging.
    
3. Any product returned for credit to Invacare without an authorized ACR number clearly printed on the outside shipping label will be refused. Invacare will not pay to process, handle and/or ship any unauthorized return item(s) back to the shipper.
    
4. An ACR number for Provider "convenience returns" on unopened, stock items will also be issued within thirty (30) days of invoice date but is subject to a 25% restocking fee. Upon evaluation, convenience returns may be rejected because of the physical condition of the items.
    
5. Only items in full, complete and unopened cases with original packaging are returnable. Products that have been used cannot be returned unless it is perceived to be an alleged complaint in the form of a product defect. In this case, Customer Service reserves the right to request that the product be returned for full product evaluation and documented in Invacare’s Quality System.
    
6. The Invacare Returns department will not accept (used) soiled products such as: mattresses, cushions or seating products due to possible biohazards. To receive credit for these products, call Customer Service for an ACR number, remove, sign and date the law label, then return it as proof that the product is no longer in service. 
    
7. Custom-made products (i.e. custom power chairs, builder products and parts) are not returnable for credit and an ACR number will not be issued.
    
8. Once an ACR number is issued, it is valid for thirty (30) days from the date of issue. The ACR number must be clearly and legibly printed on the outside of all return packaging and should be referenced on packing slip and/or bills of lading. Invacare will only accept returns of items for which the ACR number was issued. A strict limit of 25 items may be returned per ACR number.
    
9. Credit denials:  In the event of credit denial, the Provider will be notified immediately. In turn, the Provider will have ten (10) business days to respond as to whether they prefer the product be shipped back at their cost. Invacare will not assume the return cost of shipping. If no response is received after 10 business days, Invacare Returns reserves the right to discard product.
    

Section L:  Provider Obligations

1. Manuals - Provider will promptly furnish the purchaser or end-user of products with: all literature, operator’s manuals, warnings, instructions, labeling, warranty information provided to Provider by Invacare and any other information accompanying the products. All operator’s manuals, instructions and warnings must be provided, to the purchaser or end user of the product at the time of product installation or delivery.

2. Complaints - Provider will promptly report to Invacare any product complaints involving injury or death, quality, durability, reliability, safety, effectiveness or performance.  Provider will cooperate with Invacare in Invacare’s investigation and resolution of such complaints and take reasonable steps to preserve the product.  Provider will retain or return products to Invacare in cases of alleged injury, malfunction or property damage.

3. Field Actions - Provider will cooperate with Invacare in diligently implementing product recalls or field corrective actions, including promptly notifying product purchasers and end-users of any field correction action, and arranging for the removal, repair or replacement of the affected products in the field, as required by Invacare, without charge to the purchaser or end-user of products. 

4. Changes, Off-Label Promotion, Warranty - Provider will not make any unauthorized alterations, modifications, or changes to any product, its packaging or labeling.  Provider will only promote products and services in accordance with Invacare specifications and will not offer any warranties on the products different than those offered by Invacare.

5. Tracking – Provider will track the serial numbers of all products to ensure traceability of such products to the purchaser or end-user.  Provider will promptly provide Invacare with all such tracking information (e.g., product serial number shipped to each end-user) upon Invacare’s request.

6. Maintenance and Records – Provider will perform all warranty and non-warranty repairs and maintain skilled resources to perform qualified service and repair of the products.  Provider will retain complete sales, rental, service and maintenance records for products distributed, rented, sold or serviced in the normal course of Provider’s business.

7. Sales Process – Provider will be responsible for all steps in the sales process, including but not limited to appropriate product selection for the product end-user, qualifying its customers, product demonstrations, accepting orders, properly fitting patients for use of products, product delivery and installation, if required, and end-user training. 

8. Compliance with Laws – Provider will comply with all applicable laws and regulations in its transactions with Invacare.

9. Code of Conduct – Provider will comply with Invacare’s then current Code of Business Conduct and Ethics.

Note:

This Customer Service Policy version supersedes and replaces all previous Customer Service Policy versions issued by Invacare Corporation.  Invacare Corporation reserves the right to change this policy and any terms and conditions herein without prior notification.