Quick Answers
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Do You Accept Returns?
Yes, within 30 days with an RMA number. Restocking fees may apply. Custom items are not returnable.
Item Arrived Damaged?
Contact us immediately. Broken items are replaced or refunded with no restocking fee — we cover the return shipping.
Need to Cancel?
Before shipping: a 3% transaction fee applies. After shipping: needs to be processed as a return.
Ship Internationally?
Yes. We ship worldwide. VAT and duties are the customer's responsibility upon delivery.
Return & Refund Details
Because our products serve clinical, therapy, and medical environments, returns follow specific rules to protect patient safety and product integrity.
General Return Terms
- A 25% to 35% restocking fee is applied to all returns started within the first 59 days of receiving the product.
- Returns for orders over 60 days will not be processed.
- Restocking fees and return policies may vary for items shipped directly from the manufacturer (drop-ship).
- Custom-ordered or made-to-order items are not eligible for return. This includes logos, custom sizes, therapy tanks, certain therapy tables, and other custom configurations.
- The customer is responsible for return shipping costs (unless the item arrived damaged or defective).
- All returns must be new, unused, in original packaging, and in saleable condition.
- You must receive a Return Material Authorization (RMA) number from ProHealthcareProducts.com prior to shipping any return.
All returns MUST be processed through our customer service department. Email service@prohealthcareproducts.com or call 801-770-3328 to start the process.
The Return Process
Four steps from "I need to return this" to refund issued. Contact us early — the 30-day window starts at delivery.
Request an RMA
Email service@prohealthcareproducts.com within the 30-day window. Include your order number and reason for return.
Prep the Package
Item must be completely unused and returned with all original components and packaging intact.
Ship with RMA #
Write your RMA number on the outside of the box. Ship to the return address we provide. Save the tracking number.
Inspection & Refund
After the return arrives and passes inspection, we issue your refund minus any applicable restocking fee.
Damaged, Open Box & Medical Items
Some returns follow different rules based on the item's condition or product category. Here are the three most common scenarios.
Broken or Malfunctioning
Items delivered broken or malfunctioning will be replaced or refunded as soon as they're shipped back to us.
- No restocking fee
- Return shipping covered by us or the manufacturer
- RMA# and shipping label provided
- Must be reported within 30 days of delivery
Functioning / Open Box
Due to the medical nature of these products, once opened they cannot be resold as new.
- Minimum 20% restocking fee
- Customer covers return shipping
- Must be in original packaging with all parts
- Standard 30-day window applies
Non-Returnable Medical Items
Per FDA guidelines, some medical items cannot be returned once opened or used.
- Items that contact skin
- Single-use or hygiene-sensitive products
- Custom-ordered items
FDA Regulations on Medical Item Returns
According to the FDA, some medical items may not be returned after they have been opened or used. Medical devices that come in contact with the skin cannot be resold once used.
Cancellation Policy
Sometimes plans change. Here's what happens if you need to cancel an order.
3% Transaction Fee for Cancellations
If you need to cancel an order after payment has been captured but before the order has shipped, a 3% transaction fee applies to cover payment processor costs. Once the order has shipped, cancellations must be processed as returns under the terms above.
How We Ship
We ship domestically and internationally through reliable carriers. Estimates appear at checkout based on your items and location.
Domestic Shipping
We ship throughout the United States via UPS, FedEx, and freight carriers depending on item size and weight.
Shipping rates for many items are weight-based. You'll see the estimate at checkout based on the items in your cart and the shipping options you choose.
International Shipping
We can ship to virtually any address in the world. Note that some products have shipping restrictions and cannot be sent to international destinations.
We include all necessary documentation to clear customs and work with reliable partners that streamline the customs process.
Questions? Contact Our Team.
Whether you're starting a return, tracking a shipment, or need clarification on any policy above — we're here to help. Real humans in Rexburg, Idaho, ready to answer your call or reply to your email.
Ready to Reach Us?
Customer service hours: Monday – Friday, 9am to 5pm Mountain Time. For fastest response on returns and RMA requests, please email so we have a record of your request.