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FAQ's

Frequently Asked Questions (FAQ)

Orders & Pricing

What is your Best Price Guarantee?
We offer a Best Price Guarantee to ensure the lowest prices for our clients. We proudly serve private end-users as well as commercial and government institutions, including:
  • The VA (Veterans Affairs)
  • Physicians and clinics
  • Hospitals and rehab facilities
  • Assisted living and nursing homes
What payment methods do you accept?
To make ordering as simple as possible, we accept several payment methods:
  • Credit Cards: Visa, MasterCard, American Express, and Discover.
  • Government & Facility Orders: We accept official Purchase Orders (POs) from the VA, hospitals, and corporate care facilities.
  • Flexible Financing: Please contact us before buying to see what current monthly payment options are available for your equipment.
How can I track my order status?
You can track your order at any time using these simple methods:
  • Customer Account: Log into the website using your customer ID and password.
  • Email Confirmations: You will receive an initial email confirming your order details.
  • Shipping Email: You will receive a second email containing specific tracking numbers as soon as your items ship.
Who can I contact if I have a question about a product or order?
Our customer support team is ready to help you find the right equipment or give you order updates. You can contact us by:
  • Phone: (877) 907-2333 or (801) 857-8510
  • Email: customerservice@allterrainmedical.com

Shipping & Freight Delivery

How fast do your products ship?
We know how important timely delivery is for medical equipment. Most products ship within 24 to 48 hours of placing your order.
How are large or heavy items delivered?
Heavy items like commercial pool lifts, modular ramp systems, and heavy-duty power chairs ship via Freight Truck Delivery (LTL).
  • Delivery Notification: The trucking company will call you ahead of time to schedule a convenient delivery window.
  • Curbside Delivery: Standard freight shipping includes curbside delivery. This means the driver will lower the item to the ground at the end of your driveway using a liftgate. You will need to arrange assistance to move the item inside your home or facility.
What is your return policy?
To return an item, you must first contact us at customerservice@allterrainmedical.com to obtain a Return Authorization Number (RA#). General return guidelines include:
  • Timeframe: Standard returns must be completed within 30 days of purchase.
  • Condition: Items must be returned in new condition and free of defects.
  • Fees: A restocking fee (typically 20%) applies to non-defective returns, and original shipping charges are non-refundable. The customer is responsible for return shipping costs.

Brands & Manufacturer Warranties

What brands do you carry?
We are an authorized dealer for the industry’s most trusted medical and accessibility manufacturers. Our catalog includes products from:
What are the warranty terms for my product?
Because we work with a massive selection of over 6,000 items, warranties vary completely by the manufacturer and the specific product type.
  • For example, a Roll-A-Ramp may offer a 10-year warranty, an Aqua Creek Admiral Pool Lift comes with a 5-year structural warranty, and a Zip'r Mobility Scooter features a 3-year frame warranty.
  • How to check yours: You can view the exact warranty specifications listed directly under the "Specifications" or "Warranty" tab on each individual product page of our website.
Do I need to register my product with the manufacturer to get warranty coverage?
  • No, registration is completely optional! Your standard warranty is automatically active from your purchase date, and your sales receipt or invoice is all you need to verify your coverage. Because you bought your equipment from All-Terrain Medical & Mobility, we keep your order history on file and are happy to file warranty claims on your behalf without any prior registration required.
  • Why you might want to anyway: Even though it is not mandatory, filling out the manufacturer’s optional registration card is a great idea. It logs your exact serial number with the factory so they can send you critical safety or recall updates immediately, and it makes it much quicker to order specific matching replacement parts down the line.
How do I file a warranty claim?
As your authorized retail partner, we are happy to assist you through the process! If your product develops a defect covered by the manufacturer's policy:
  1. Gather details: Take clear photos of the entire product and the specific issue. Locate your original order number.
  2. Contact us: Email our support team directly at customerservice@allterrainmedical.com.
  3. We submit the claim: We will contact the factory on your behalf to initiate the repair, replacement, or parts shipment according to their exact guidelines.

Finding Serial Numbers & International Support

Where can I find the serial number on my equipment?
Finding your serial number is essential for getting the right replacement parts or requesting warranty support. Because we carry many types of equipment, the location depends on the product:
  • Mobility Scooters & Power Wheelchairs: Look on the main steel frame. It is usually on a white or silver sticker near the battery box, under the floor mat, or on the seat post beneath the cushion.
  • Pool Lifts: Look on the main vertical mast or near the base plate where the lift bolts into the concrete pool deck.
  • Patient Lifts & Standing Lifts: Look on the lowest part of the main vertical mast or near the motorized actuator assembly.
  • Ramps (Roll-A-Ramp & PVI): Look for a small metallic or durable sticker stamped onto the very first or last segment of the ramp walkway, or on the underside of the top lip.
  • Tip: If the sticker is hard to read or see, take a quick photo with your smartphone's camera flash turned on!
Do you offer international warranties for customers outside the United States?
Yes, but the coverage details depend heavily on the manufacturer's global network:
  • Warranty Support: Many of our premium brands offer factory warranties that apply globally. However, if a part needs to be replaced under warranty, the manufacturer may require the international customer to cover the cost of international shipping, customs duties, and local taxes for the replacement part.
  • Local Technicians: Most manufacturers do not dispatch repair technicians outside of the United States. International customers are typically responsible for finding a local technician to install any warranty-approved replacement parts.
  • Before You Buy: If you are ordering from outside the US, please email us at customerservice@allterrainmedical.com. We can check the exact global warranty rules for your specific item before you finalize your order.

About Our Business

Where is All-Terrain Medical & Mobility located?
Our corporate mailing address is located in Riverside, Illinois 60546. However, because we are an online durable medical equipment provider, we ship directly from manufacturing hubs to distribute our goods swiftly and safely nationwide and worldwide.

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Frequently Asked Questions
Do you offer an electric scooter for sale at the best prices?
Do you have an electric wheelchair that will give me the most access, at a fair price?
Do you have handicap equipment that includes scooter lifts, wheelchairs and walkers?
Do you carry handicap walkers at a good price?
What kinds of pool lifts do you sell?
What can your scooter ramps do for my mobility?
What kind of shower chairs do you carry?
Can I get a vertical wheelchair lift from your company?
Can you design a wheelchair ramp for my home?
Do you sell wheelchairs and wheelchair accessories?

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