Products
Are your products new or used?
Moose Balance offers certified mobility products and accessories that are tested for safety, quality, and performance before sale.
Do your products come with a warranty?
Yes, all certified products come with a manufacturer’s warranty. Warranty coverage depends on the brand—please check each product page for details.
Can I return a product if I’m not satisfied?
Yes, you may return most products within 30 days of purchase if they are unused and in original packaging. Restocking fees apply.
Are there products that cannot be returned?
Yes, certain brands and custom-made or made-to-order products are non-returnable. Please check the product page for details.
What should I do if my product arrives damaged?
Take photos/videos of the damage, note it on the Bill of Lading, and contact sales@moosebalance.com within 24 hours for assistance.
Do you sell custom products?
Yes, we offer custom and made-to-order units. However, these cannot be canceled or refunded after 24 hours since they are built specifically for you.
Are mobility products inspected before shipping?
Yes, every product is inspected, tested, and securely packaged before leaving the warehouse.
Do you offer product exchanges?
Yes, exchanges are allowed within 30 days for unused, uninstalled items in original packaging. Restocking and shipping fees apply.
What happens if a product fails after purchase?
This may qualify as a warranty claim depending on the manufacturer’s policy. Contact us for assistance with filing warranty claims.
Can I request special product modifications?
For certain products, yes. Contact us before placing an order to discuss available customization options.
Do your ramps and wheelchairs meet safety standards?
Yes, all certified models meet U.S. and Canadian safety and accessibility standards.
Do you provide product manuals or guides?
Yes, product manuals and documentation are included with your shipment for setup and use.
Orders
How can I cancel my order?
You may cancel any order within 24 hours before it ships free of charge. Contact us at 1-833-513-8662 or sales@moosebalance.com
Can I cancel after the product ships?
o, once shipped, cancellation will incur restocking and shipping fees.
How do I cancel a custom or made-to-order product?
You must cancel within 24 hours. After that, cancellations are not allowed since production begins immediately.
How long does it take to ship an order?
Orders are processed within 1–2 business days and typically delivered within 5–7 business days.
How do I track my order?
Tracking details are emailed within 24 hours of your order leaving the warehouse.
What if my order is delayed?
Shipping delays may occur due to factors beyond our control. Please be patient; we’ll keep you updated.
What happens if I entered the wrong address?
If the address needs to be corrected after shipping, a $175 adjustment fee applies. Incorrect addresses that cause returns will also incur restocking fees.
Do you ship internationally?
No, we currently only ship within the United States. Shipping outside voids the warranty.
What payment methods do you accept?
We accept major credit cards and secure online payments.
How do refunds work?
Refunds are issued to your original payment method after the warehouse inspects returned products. Processing may take up to 72 hours.
Who pays for return shipping?
Customers are responsible for return shipping costs unless otherwise specified.
Will I be charged a restocking fee?
Yes, restocking fees apply to most returns, refunds, and exchanges. Fees vary by brand.
What if I refuse delivery of my order?
Refused shipments are treated as returns and subject to restocking and shipping fees..
Can I exchange an item instead of a refund?
Yes, exchanges are possible within 30 days for unused products in original packaging. Restocking fees apply.
What if I need help with my order?
Contact our customer support team by phone, email, or live chat—we’re happy to help.
Accounts
Do I need an account to shop?
No, you can check out as a guest. However, creating an account gives you access to order history and faster checkout.
How do I create an account?
Click on “Sign Up” at the top right of our website and follow the instructions.
Is my personal information secure?
Yes, Moose Balance uses industry-standard encryption to protect your data.
Can I update my account information?
Yes, log in to your account to update your name, email, phone, or shipping address.
What if I forget my password?
Click “Forgot Password” on the login page to reset your password via email.
Can I view past orders in my account?
Yes, your account dashboard allows you to view order history and status.
Do I need an account to track my order?
No, tracking information is emailed to you after shipment.
Can I save multiple addresses in my account?
Yes, you can add and manage multiple shipping addresses for convenience.
How do I delete my account?
Contact customer support if you wish to permanently delete your account.
Can I store payment methods in my account?
Yes, you may securely store payment options for faster checkout.
Will I receive promotional emails if I create an account?
Only if you opt in. You can unsubscribe anytime.
Can I use my account for warranty claims?
Yes, having an account makes it easier to process warranty requests and track claims.
Is there a benefit to having an account versus guest checkout?
Yes, you’ll get faster checkout, saved order history, and easier returns/exchanges.
Can I share my account with someone else?
No, accounts are intended for individual use to protect your order information.
How do I contact support if I have account issues?
You can reach us at 1-833-513-8662, via live chat, or at sales@moosebalance.com.