Shipping & Delivery
What to expect — step by step, with no guesswork.
We’re here to make delivery feel calm, not complicated. Below you’ll find where we ship, updated timelines, what to expect, and how to get help at any point.
📍 Where We Ship
- United States — Contiguous 48 states. Most mobility items ship via UPS Ground or similar parcel carrier.
- Alaska, Hawaii, U.S. Territories & International — Contact us for a custom shipping quote.
- PO Boxes — Not eligible for large item delivery. Please use a physical street address.
⏱️ Lead Times (Before Shipping)
This is how long it takes for your order to leave the warehouse after it’s placed:
| Type | Lead Time |
|---|---|
| In-Stock & Ready to Ship |
Ships in 1–3 business days. Many items (including Climbing Steps stairlifts and patient lifts) ship the same business day when the order is confirmed before 11:30am Eastern. |
| Specialty / Backorder | We’ll email updates and our best estimated ship date. |
Note: Lead time ≠ delivery time. Lead time is how long it takes before your item ships.
🚛 Delivery Times (In Transit)
This is how long your item typically takes to arrive once it’s with the carrier:
| Method | Delivery Time |
|---|---|
| Parcel (UPS / FedEx / USPS) | 3–5 business days for most mobility items shipped via UPS Ground or similar services. |
| Freight / LTL (Threshold) | Typically 4–10 business days, includes an appointment window with the carrier. |
| White-Glove | Adds 2–5 business days on top of standard freight timing for scheduling and in-home service. |
| Expedited Parcel / Freight | Available on eligible items (for example 2–3 business days). Exact options and pricing are shown at checkout. |
All timelines are estimates. Weather, holidays, carrier volume, or rural access may add time—but we’ll keep you informed.
🧭 What to Expect: Start to Finish
✅ 1. Order Placed → Confirmation
- You’ll receive an order confirmation by email (and text if opted in).
- For many mobility products, you’ll be invited to complete our Fit Right Form (~3 mins) to confirm fit, access, and delivery notes.
📦 2. Item Ships → Tracking
- You’ll get a tracking link as soon as your item leaves the warehouse.
- Parcel (UPS / FedEx / USPS): Your tracking will update as the package moves through the network.
- Freight / LTL: Carriers will call to schedule a delivery time. An adult must be present.
🚪 3. Item Delivered → Unbox & Inspect
- Parcel: Dropped at your door or mailbox area (no appointment needed).
- Curbside Freight (Standard): Delivered to the curb or end of driveway. This is the default delivery method for most larger Climbing Steps mobility products.
- White-Glove (Priority): Delivered to room of choice with light assembly + debris removal (no patient handling).
💡 Important on Delivery Day:
- Inspect before signing. If something looks damaged, take photos and note it on the delivery receipt.
- Keep all packaging. It protects your return eligibility and makes any claim process smoother.
- Report issues within 48 hours — we’ll jump in and help immediately.
📬 How We Keep You Informed
- Email + SMS updates: Order placed → Tracking assigned → Out for delivery → Delivered
- Need help? Call or text (833)-324-4159 — 7 days a week, 8a–8p PT
- Check anytime: Track Your Order
📦 Split Shipments
- Items in kits or bundles may ship separately—lifts, chairs, and accessories often come from different warehouses.
- Your tracking page will show each shipment clearly.
❌ Missed Appointments & Re-delivery Fees
Freight carriers may charge a fee if:
- You miss your scheduled delivery window
- There’s no access (locked gate, no answer at the door, etc.)
✅ Help us help you — share gate codes or delivery notes ahead of time by completing the Fit Check Form after purchase or contact us directly.
🧱 Access & Safety Notes
- Tell us about stairs, tight hallways, or limited parking so we can help you plan.
- Delivery teams do not move patients or provide medical care.
🤝 Questions or Special Timing?
We’re here to help.
Contact us, chat with us, or call (833)-324-4159 (Mon–Sun, 8a–8p PT) for real answers and real support.