Frequently Asked Questions (FAQ)
Products
1. Are your products suitable for seniors with limited mobility?
Yes, all our products are specifically designed for seniors and individuals with limited mobility. Each product page includes detailed specifications, weight capacity, and usage instructions to help you choose the right item.
2. How do I know which product is right for my loved one?
We recommend reviewing the product descriptions, specifications, and customer reviews. If you need personalized assistance, please contact us at [mc.sh@dia-homeware.com] with details about your needs, and our care team will help you find the right solution.
3. Are your products medical-grade?
Many of our products meet medical-grade standards. Look for the “Medical Grade” badge on product pages. For specific certifications (CE, FDA, etc.), please check the product specifications.
4. How do I clean and maintain these products?
Care instructions vary by product. Please refer to the “Care Instructions” section on each product page. For most products:
Fabric items: Machine wash on gentle cycle or spot clean
Metal/plastic items: Wipe with mild soap and water
Inflatable items: Wipe with disinfectant wipes, avoid sharp objects
5. What is the weight capacity for mobility products?
Weight capacities are listed on each product page. If you don’t see this information, please contact us before purchasing. Typical capacities:
Walkers: 250–350 lbs
Rollators: 300–400 lbs
Transport chairs: 250–300 lbs
Medical beds: 400–600 lbs
Orders & Payment
6. How do I place an order?
Simply browse our products, click “Add to Cart,” and proceed to checkout. You can checkout as a guest or create an account for faster future purchases.
7. What payment methods do you accept?
We accept:
Credit/Debit Cards (Visa, MasterCard, American Express, Discover)
PayPal
Other payment options may be available at checkout
8. Is it safe to use my credit card on your website?
Yes. Our website uses SSL encryption to protect your payment information. We do not store full credit card details on our servers.
9. Can I change or cancel my order after placing it?
Orders can be changed or canceled within [2] hours of placement. After that, your order may already be in processing. Please contact us immediately at [mc.sh@dia-homeware.com] with your order number.
10. Do you offer discounts for bulk or wholesale orders?
Yes, we offer special pricing for bulk orders, care facilities, and resellers. Please contact us at [mc.sh@dia-homeware.com] for a custom quote.
Shipping & Delivery
11. How long does shipping take?
Processing: [1-3] business days
Shipping times:
Standard Shipping: [7-15] business days
Expedited Shipping: [3-7] business days
Express Shipping: [2-4] business days
These are estimates and may vary based on destination and carrier conditions.
12. Do you ship internationally?
Yes, we ship to most countries. Shipping rates are calculated at checkout. Please note that international orders may be subject to customs duties and taxes, which are the responsibility of the recipient.
13. How can I track my order?
Once your order ships, you will receive a confirmation email with a tracking number. You can also track your order by logging into your account and viewing your order history.
14. My tracking shows “delivered” but I haven’t received the package. What should I do?
First, check with neighbors or your local post office. If you still cannot locate the package, contact the carrier directly with your tracking number. If the issue persists, please contact us within [7] days and we will assist.
15. Why is shipping taking longer than expected?
Delays can occur due to:
Customs processing
Weather conditions
Carrier disruptions
Peak holiday seasons
We will notify you if we become aware of significant delays.
Returns & Refunds
16. What is your return policy?
We accept returns within [30] days of delivery. Items must be unused, in original packaging, and accompanied by proof of purchase. Please review our Returns and Exchanges Policy for full details.
17. Are incontinence products returnable?
For hygiene reasons, incontinence products (adult diapers, underpads, etc.) cannot be returned once the package is opened. If the package is unopened, please contact us within [14] days of delivery.
18. How do I return a large item like a medical bed?
For large items, please contact us directly to initiate a return. We will provide instructions and coordinate with our freight carrier. Return shipping costs are the responsibility of the customer unless the item is damaged or defective.
19. What if I receive a damaged or defective product?
If you receive a damaged or defective item, please contact us within [7] days of delivery. Provide your order number and photos of the damage. We will arrange a replacement or full refund at no additional cost.
20. How long does it take to receive a refund?
Once we receive and inspect your return, refunds are processed within [5-10] business days. Refunds are issued to your original payment method. Depending on your bank, it may take additional time to appear in your account.
Account & Privacy
21. Do I need to create an account to place an order?
No, you can checkout as a guest. However, creating an account allows you to:
Track orders easily
Save shipping addresses
View order history
Manage subscriptions
22. How do I unsubscribe from marketing emails?
Click the “unsubscribe” link at the bottom of any marketing email. You will be removed from our mailing list within [48] hours. Note that you will still receive order-related emails (confirmations, tracking, etc.).
23. How do you protect my personal information?
We take privacy seriously. Please review our Privacy Policy for detailed information on how we collect, use, and protect your data.
24. Can I leave a product review?
Yes, we welcome customer reviews. After receiving your order, you will receive an email invitation to leave a review. You can also leave a review by logging into your account and viewing your order history.
Still Have Questions?
If you didn’t find the answer you’re looking for, please contact us:
Email: [mc.sh@dia-homeware.com]
Business Hours: [AM10:00-PM18:00]
For fastest assistance, please include your order number (if applicable) and a brief description of your question.