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Service & Repair Frequently Asked Questions

 

How do we repair products?

A Med Mart Service Specialist will review your service request and contact you within one business day. We will confirm the issue and outline additional evaluation, parts needed and in-home service options to complete the repair. If in-home service required, one of our Certified Field Service Technicians will contact you to coordinate the service visit. We will do our best to help determine what parts may be needed prior to a service visit, however, there are times when an evaluation will be required to determine what part(s) are required. Service may not be available in some remote areas. Currently service is only available in the continental U.S.

 

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Are service costs covered under warranty?

Product warranties cover the cost of replacement parts. For most of the products we sell, Med Mart offers free service for the first year after purchase and the option to purchase an extended service agreement up to 3 years.

 

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What are my payment options?

We offer several flexible payment options including credit/debit card, PayPal, and personal checks. 

 

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Do you service all areas?

We provide service and repairs in about 95% of the US. There are remote and rural areas where we are unable to provide service.

 

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On average how long will it take before a technician will be able to come to my home for the repair?

From start to finish, it usually takes 2-3 weeks to provide service and repair.

 

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What products and brands does Med Mart repair and service?

We repair power wheelchairs, scooters, lift chairs, patient lifts, and beds. 

 

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What if I only need a part?

If you would like to order a part, please visit parts and fill out the Part Request form. You can also indicate if you are interested in having a Med Mart technician complete the install of the part. Our Part’s team will identify the appropriate part and provide you with a quote. If you do not know what part is needed, you can request a service technician come to your home and evaluate your product for the proper parts. (Per visit fee applies)

 

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If a technician comes to my home to evaluate my product and determines a new part will need to be ordered, but I decide not to purchase it, will I be charged?

Yes, you will still be charged for the repair visit to evaluate the unit. However, we do our very best to determine which parts might be required before our technician visits, to keep the overall cost as low as possible to you. We want to get you up and running as quickly as possible! Necessary parts may be covered under the manufacturer’s warranty, and we can assist you with this. We will work with the manufacturer to determine if the part is under warranty and can be replaced.

 

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What if the part I need is under warranty?

Necessary parts may be covered under the manufacturer’s warranty, and we can assist you with this. We will work with the manufacturer to determine if the part is under warranty and can be replaced.

 

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What information will Med Mart need in order to determine if you can repair my product?

In order to provide you with the best service, we will need the make, model, and a serial number of the product that needs repair.

 

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Where is my serial number located?

Power Wheelchairs, Scooters, and Lift Chairs

Beds - Serial numbers are usually located on the foot section either on the side going the length of the bed on the frame, underneath near the control box/motors or on one of the metal legs on the bed ends.

Patient Lifts - on the mast and or base near the wheels. Should be on the steel frame.

 

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How do I schedule a repair visit?

Please submit your request and a Med Mart Service Specialist will get back to you within one business day, or in most cases even faster. Our Service Team responds to service requests Monday through Friday from 9am to 6pm Eastern Standard Time, and our online request form is available 24/7! If you would like to schedule an in in-home repair service through our National Service Program or Call 1 (888) 260-4430

 

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