Last updated: October 5, 2026

1. Agreement to These Terms

This Shipping, Returns & Warranty Policy ("Policy") applies to every order placed with Living Spinal ("Living Spinal," "we," "us," or "our") through livingspinal.com, by phone, by email, or through any other channel. By placing an order, you ("Customer" or "you") agree to this Policy and to our Terms & Conditions, which together form the agreement between you and Living Spinal.

We may update this Policy at any time by posting a revised version on this page. The version posted on the date you place your order governs that order.

2. Shipping Rates and Free Shipping

Orders shipped within the contiguous United States (the lower 48 states) are charged the following flat rates:

Free and flat-rate shipping do not apply to Alaska, Hawaii, U.S. territories, APO/FPO addresses, Canada, or any other destination outside the contiguous United States. Certain oversized or freight items do not qualify for free or flat-rate shipping; any additional shipping charge will be shown at checkout or quoted before your order ships.

Expedited shipping and signature-required delivery are available on request for an additional fee. For a quote, email info@livingspinal.com or call 619-810-0010. Shipping times are estimates provided by the carrier and are not guaranteed.

3. International Orders, Duties, and Taxes

We welcome international orders. During checkout, on step 4, select "For international orders, we will contact you for the appropriate amount. $0.00." We will then send you a shipping quote, and your order will be processed only after you approve it.

Unless prepaid at checkout through our duties-and-taxes service (Zonos), all customs duties, import taxes, brokerage fees, and other charges imposed by the destination country are the sole responsibility of the Customer. Living Spinal will file for duty and tax exemptions as often as possible within the laws and regulations of the destination country (see examples below). We do not guarantee that any exemption will be granted, and Living Spinal is not responsible for anticipating any fees, fines, or other charges related to importing the product, other than the quoted shipping cost from the carrier. These fees, fines, and charges are solely the Customer's responsibility. Refused or abandoned international shipments are not eligible for a refund of shipping, duties, or taxes.

Examples of exemptions Living Spinal may file for:

• Canada: eligibility for duty-free benefits under tariff item 9979.00.00, on the basis that the products were specifically designed to assist persons with mobility impairments in alleviating the effects of those impairments, by making their wheelchair more accessible, effective, and comfortable for day-to-day use (CBSA Memorandum D10-15-24).
• UK/EU: "Goods for people with a disability: relief claimed," declared on customs forms CN22/CN23.
• Australia: GST exemption for non-taxable importations under Subsection 38-45(1) of the GST Act, exemption code GSTE=B106.

4. Title, Risk of Loss, and Shipping Damage

All orders are shipped F.O.B. shipping point. Title to the products and risk of loss or damage pass to the Customer when we deliver the order to the carrier. Shipping damage is therefore a matter between the Customer and the carrier, and Living Spinal is not responsible for damage that occurs in transit.

As a courtesy, and at our sole discretion, we will help resolve shipping damage. Larger and higher-value shipments are insured, and we may file a carrier claim and use the proceeds to repair the product. Shipping damage can include bends, cracks, scratches, and products that do not function. Depending on the situation and severity, most issues are resolved by replacing the damaged or missing parts of the product. A full replacement product is provided only if our inspection shows the product cannot reasonably be repaired, and is never guaranteed.

To request help, report shipping damage within 5 calendar days of delivery and include photos of the product, the packaging, and the shipping label. Please keep all packaging until the matter is resolved, since carriers require it for claims.

We do not repair or replace for:

• light scratches;
• minimal damage that requires close scrutiny to identify and does not affect the functionality of the product;
• unassembled products;
• damaged or moist packaging, where the product inside is undamaged;
• used or refurbished products, sold as used or refurbished, that show reasonable signs of use but still function; or
• damage reported after the 5-day reporting period.

Packages sometimes arrive with boxes that look badly damaged or roughed up. Please check the contents before contacting us, as the product is often perfectly fine. It is the job of the packaging to take the punishment of shipping so that the product doesn't.

If you decline a repair we offer for a product damaged in shipping, the order becomes subject to our standard return terms in Section 7, including the restocking fee and customer-paid return shipping.

5. Lost or Stolen Packages

Once a carrier's tracking shows an order as delivered, Living Spinal is not responsible for packages that are lost, stolen, or misplaced after delivery. To reduce this risk, signature-required delivery is available on any order for a small added fee (usually about $5); call us before your order ships to add it.

If tracking shows delivered but you have not received your package:

1. Confirm the package was delivered. Check the tracking number, which you can find by logging in to your Living Spinal account and viewing your order status.
2. Search thoroughly. Check every entrance to your home, beside steps, and other unusual spots. Carriers sometimes leave packages in odd places, such as on the hood of a car, and packages can fall off the side of a porch. If you live in an apartment complex, ask the mailroom or package service to search for it, and tell them tracking shows delivered but you have not received it.
3. File a claim with the carrier. FedEx, UPS, USPS, and DHL may work with you to reimburse the shipment. Larger or more expensive packages are often insured against loss or damage. This guide explains how to request reimbursement from each carrier.
4. If you paid by credit card, check your bank app or call your bank and ask about purchase protection, which may cover theft or loss. This is not the same as a chargeback. A chargeback will likely be denied, because the seller fulfilled the order and is not responsible for theft after delivery.

If none of these resolve the loss, contact us. Depending on the product and its availability, we may, at our sole discretion, offer to reorder the product for you at our cost. This is a courtesy, not an obligation. We offer it because we hate package theft and want to help its victims in any way we can. Let us know if you would like to move forward, and we will check your eligibility.

6. Order Errors and Missing Parts

Please inspect your order promptly on arrival. If an item is missing, or you received the wrong item, size, color, or configuration, customers and dealers must notify us within 30 calendar days of delivery. We will correct verified errors made by Living Spinal or the manufacturer at no cost to you. Issues reported after 30 days are not eligible for correction under this section, though a defect may still be covered by the manufacturer's warranty (Section 9).

This 30-day reporting period runs at the same time as the 30-day return period in Section 7.

7. Returns

Manufacturer policies come first. Many products we sell are subject to the manufacturer's own return policy. Where a manufacturer's return policy applies to a product, that policy governs the return, and Living Spinal will follow it. Where no manufacturer return policy applies, the terms below govern.

Return window. Returnable items may be returned for a refund or exchange only if you submit a return request within 30 calendar days of the delivery date. No returns are accepted after 30 days, unless the product's description states a different return period. Items sent back without an approved return request, or after the 30-day period, will not be refunded and may be returned to you at your expense.

Your responsibility to check eligibility. Not every product can be returned (see Section 8). It is the Customer's sole responsibility to determine whether a product is returnable, and under what terms, before purchasing it, including by reviewing this Policy, the product page, the manufacturer's policy, or by contacting us. Placing an order confirms that you have done so. A return request for a non-returnable product will be denied, even if you did not know the product was non-returnable.

How to request a return. Every return requires prior authorization. Submit our Return Request Form. If your request is approved, we will send return instructions and a return authorization number, which must be clearly marked on the package.

Condition. Returned items must be in new, unused, and unaltered condition, with no signs of wear, damage, assembly, installation, or adjustment, and must be returned in the original packaging with all parts, accessories, manuals, and paperwork. Items that do not meet these conditions may be refused, returned to you at your expense, or refunded only in part, at our sole discretion.

Restocking fee. All approved returns are subject to a restocking fee of at least 15% of the product price. The fee is deducted from your refund after the item is received and inspected. Some products carry a higher restocking fee, which will be stated on the product page or required by the manufacturer.

Shipping costs. The Customer is responsible for all return shipping costs, whether the item is returned to Living Spinal, a manufacturer, or a warehouse. Original shipping charges are not refundable. If your order shipped free, the actual cost of the original shipment may be deducted from your refund.

Refunds. Refunds are issued only after the returned item is received and passes inspection, and are made to the original form of payment. Living Spinal decides, at its sole discretion, whether a returned item meets this Policy.

Returns should be shipped to:

Living Spinal
3230 E Pershing St.
Appleton, WI 54911

8. Non-Returnable Products (Final Sale)

Some products cannot be returned, exchanged, or refunded. The categories and products listed below are examples only. This list is not complete, and non-returnable products are not limited to those listed. A product is also non-returnable if its product page, quote, invoice, or order confirmation says it is final sale or non-returnable, or if the manufacturer does not accept returns of it. If you are unsure whether a product can be returned, contact us before you order. The Customer is solely responsible for determining whether a product is returnable before placing an order. Living Spinal is not required to notify you that an item is non-returnable, and the absence of a "final sale" notice on a product page does not make that product returnable.

Non-returnable products include, but are not limited to:

Hygiene and personal-use products. Because they cannot be resold once delivered:

• bathing and toileting aids, including shower chairs, commode chairs, and suppository inserters;
• wheelchair seat cushions, cushion covers, beds, mattresses, and mattress overlay systems;
• catheters, incontinence, ostomy, wound-care, and other medical supplies once the sealed packaging is opened; and
• all IntimateRider products and other sexual-health products.

Custom, made-to-order, and special-order products. Because they are built or ordered for an individual customer:

• custom-built manual and power wheelchairs;
• custom-built handcycles and seated self-balancing chairs;
• custom sport, racing, and competition wheelchairs and accessories;
• made-to-order products such as the Tek RMD, NuDrive Air, Freedom Trax, and Wijit; and
• any product special-ordered at the Customer's request or not normally kept in stock.

Imported products. Due to the expense of importing them, all products imported from an international manufacturer are non-returnable and non-refundable, including items imported per order (such as WheelChair88 products), electric handcycles, and seated self-balancing mobility devices. Customers are responsible for confirming whether a product is imported before purchase.

Seated self-balancing devices. All seated Segway, Ninebot, Airwheel, and similar self-balancing seats and power bases, new or used, are final sale at the time of purchase. These units are registered to the purchaser and record mileage. If you later wish to sell or upgrade a unit, Living Spinal may, at its discretion, help with resale, but we cannot promise a timeframe or result. Used Segway PT units are sold with the inspecting dealer's warranty, which Living Spinal passes through; apart from a covered defect under that warranty, they are non-returnable.

Segway discontinued the Segway PT in June 2020, so every Segway PT sold after that date is pre-owned. Living Spinal works with multiple dealers to source units that are as recent as possible with low mileage, and those dealers fully inspect, clean, and test each unit before sale. Living Spinal extends the same policies and warranties as the dealer whose Segway PT is resold through us. Except for a defect that prevents the device from functioning normally, all sales of used Segway PTs are final.

Other final-sale items. Used, open-box, refurbished, clearance, and Warehouse Sale items; gift certificates; and any product that has been used, installed, assembled, adjusted, or altered.

A non-returnable product may still be covered by the manufacturer's warranty for defects (Section 9).

9. Manufacturer Warranties

Living Spinal follows and honors all manufacturer warranties. Products sold by Living Spinal are covered only by the written warranty, if any, provided by the product's manufacturer. Living Spinal passes that warranty through to you and will follow its terms, including its coverage, exclusions, duration, and claim procedures. The manufacturer, not Living Spinal, is the warrantor.

Making a warranty claim. Contact us with your order number, a description of the problem, and photos or video. We will help you submit the claim to the manufacturer and communicate with them on your behalf. The manufacturer decides whether a claim is covered and whether the product will be repaired, replaced, or credited. Shipping costs for warranty service are handled as the manufacturer's warranty provides; where the warranty is silent, they are the Customer's responsibility.

What warranties typically do not cover. Manufacturer warranties generally exclude normal wear and tear, misuse, accidents, improper installation, modifications, use of non-approved parts, and repairs by unauthorized persons. Refer to the manufacturer's warranty for the exact terms of your product. Copies are available on request.

Disclaimer. EXCEPT FOR THE MANUFACTURER'S WRITTEN WARRANTY, IF ANY, AND TO THE FULLEST EXTENT PERMITTED BY LAW, LIVING SPINAL SELLS ALL PRODUCTS "AS IS" AND MAKES NO WARRANTIES OF ITS OWN, EXPRESS OR IMPLIED, INCLUDING ANY IMPLIED WARRANTY OF MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE. Product recommendations made by our staff are offered to help you choose, are not a warranty, and do not replace the advice of your physician, therapist, or seating specialist.

Limitation of liability. TO THE FULLEST EXTENT PERMITTED BY LAW, LIVING SPINAL'S TOTAL LIABILITY FOR ANY CLAIM RELATING TO A PRODUCT OR ORDER IS LIMITED TO THE AMOUNT YOU PAID FOR THAT PRODUCT, AND LIVING SPINAL IS NOT LIABLE FOR ANY INCIDENTAL, CONSEQUENTIAL, SPECIAL, OR PUNITIVE DAMAGES.

Some states do not allow the exclusion of implied warranties or the limitation of certain damages, so some of the above may not apply to you. You may also have other rights that vary by state.

10. Orders Paid With Payment Plans

Orders paid through third-party financing or payment plans (such as Affirm or Klarna) are subject to this Policy in full; the return, cancellation, and warranty terms do not change. For any approved refund, Living Spinal will refund no more than the amount actually received for the order, less any applicable restocking fee or non-refundable shipping. Interest, finance charges, and fees charged by the financing provider are governed by your agreement with that provider, and Living Spinal does not refund interest or financing charges under any circumstances.

Interest paid up to the date of a refund is a reasonable risk the Customer accepts when choosing a payment plan for an online purchase.

11. Governing Law and Venue (Wisconsin)

Governing law. This Policy, our Terms & Conditions, every order, and any dispute or claim of any kind between you and Living Spinal arising from or relating to them, to any product, or to your use of our website (each a "Dispute"), are governed by the laws of the State of Wisconsin, without regard to its conflict-of-law rules. The United Nations Convention on Contracts for the International Sale of Goods does not apply.

Exclusive venue. Any lawsuit or legal proceeding concerning a Dispute, whether brought by you against Living Spinal or by Living Spinal against you, must be filed and heard exclusively in the state courts located in Outagamie County, Wisconsin, or, where federal jurisdiction exists, the United States District Court for the Eastern District of Wisconsin. You and Living Spinal each consent to the personal jurisdiction of those courts and waive any objection to venue there, including any objection based on inconvenient forum. Small-claims actions may be brought in the small-claims court of Outagamie County, Wisconsin.

Application. This section applies to the fullest extent permitted by law. If any law that cannot be waived by agreement requires a different law or venue for a particular Dispute, that law will apply only to that extent, and the rest of this section remains in effect. Nothing in this section prevents either party from seeking temporary injunctive relief in any court with jurisdiction.

12. General Terms and Contact

Chargebacks. Please contact us first to resolve any problem with an order. Filing a chargeback or payment dispute for a product that was delivered as ordered, or for a return that does not meet this Policy, does not replace this Policy, and Living Spinal will contest it with this Policy and your order records.

Severability. If any part of this Policy is found invalid or unenforceable, the rest remains in full effect, and the invalid part will be enforced to the maximum extent permitted.

Discretionary courtesies. Any repair, replacement, reorder, or exception we offer beyond this Policy is a one-time courtesy and does not waive or change this Policy for any other order.

Contact us

Living Spinal
3230 E Pershing St.
Appleton, WI 54911

Phone: 619-810-0010 (Mon–Thu 9 AM–5 PM CT; Fri 9 AM–3 PM CT)
Email: info@livingspinal.com

Last updated: October 5, 2026