Shipping & delivery

How long it takes, where we go, and what happens when the item is too large for a courier. The short version: it depends on the item and on whether we have it in stock, and we agree the details with you when the order is placed rather than leaving you guessing.

How long it takes

Five to ten business days for most orders, counted from the day the order is confirmed. Where it falls in that range depends on two things: whether the item is on our shelf, and what kind of item it is. Small supplies we hold in stock move at the fast end. Equipment ordered in for you, or built to your measurements, takes longer.

If anything is going to take longer than that, we tell you when you order — not afterwards. And if you need something urgently, say so. Sometimes we can move faster than the website promises, and it costs nothing to ask.

Orders going through insurance

The delivery clock starts after your claim is approved, not when you send the request. The approval is usually the longer wait — benefit checks, the written order from your doctor, and prior authorization where the plan requires it. Those stages are described on the insurance page. Once approval is in hand, delivery runs on the same five to ten business days as anything else.

Where we deliver

Large equipment

Hospital beds, wheelchairs, patient lifts, oxygen concentrators, support surfaces.

Five boroughs of New York City only. We bring these ourselves, in our own vehicle, with our own people — a courier cannot carry them up a staircase or set them up in a bedroom.

Everything else

CPAP supplies, bracing, diabetic supplies, footwear, bath safety, replacement parts.

These travel by courier: across New York State when insurance is paying, and anywhere in the United States when you buy outright.

Not sure which side your item falls on? On any product page for a large item there is a box where you can enter your ZIP code and find out immediately whether we reach you. If we do not, we will say so plainly rather than take an order we cannot fulfil.

What delivery costs

$7 per order, and free over $99. The charge is the same wherever in the country it goes, and it is shown before you confirm — never added afterwards. Equipment supplied through your insurance plan is delivered at no separate charge to you; delivery is part of what the plan pays for.

We ship across the United States by USPS, including Alaska, Hawaii, military addresses (APO, FPO and DPO) and the US Virgin Islands. We do not ship outside the United States.

Delivery and setup

For equipment that needs assembling, we assemble it. A hospital bed arrives as a frame, a deck, rails and a motor, and it is our job to turn that into a working bed in the room where it will be used — not to leave boxes in a hallway.

We arrange a time with you. Someone calls before we come. Nobody should have to wait in all day.
We assemble and test it. The equipment is working before we leave.
We show you how to use it. You, and whoever is helping care for you. Safely raising and lowering a bed, changing an oxygen filter, folding a wheelchair — these are quick to learn in person and frustrating to learn from a manual.
We take the packaging away.

Items that come by courier arrive with the manufacturer's instructions. If anything is unclear when you open the box, call us — (718) 735-3400 — rather than guessing.

What we need from you

For large equipment, tell us anything about the building that would matter to somebody carrying a bed frame: no lift, a narrow staircase, a doorway that will not take a standard wheelchair, a walk-up floor. It is far better to know before the van is loaded. Somebody over 18 should be there to let us in and take delivery.

When something goes wrong

Check the package when it arrives. If it is visibly damaged, keep the packaging — it helps with the carrier claim — photograph it, and call us. If we sent the wrong item, or it was faulty out of the box, we replace it and pay the shipping both ways. That is set out in full on the returns page.

If a delivery has not arrived when we said it would, call us. Chasing the courier is our job, not yours.

Cancelling

Call (718) 735-3400 as soon as you can. If the order has not left us, we cancel it and nothing is charged. Once it is with the courier, it cannot be recalled.

Questions

If you are unsure whether we reach you, whether an item counts as large, or how quickly you could have something, ask before you order.

Delivery times are estimates in business days and depend on stock and on the item. Delivery of equipment supplied through an insurance plan begins after the plan approves the claim. Last updated September 2026.