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      Below you'll find a few of our frequently asked questions. If you can't find an answer, you can always contact us or visit our knowledge base which has a more in depth collection of product information.

       

      How do I clean and care for your products?

      Please check the product packaging and care instructions for each specific product. For additional information, call customer service at 1-800-526-8051 or e-mail customer.service@carex.com.

      Where can I find and purchase your products locally?

      Carex Health Brands products are distributed in national, regional and independent food, drug and mass retailers and also through wholesalers, distributors and medical dealers. Call customer service at 1-800-526-8051 or email customer.service@carex.com for additional information.

      Where can I get replacement parts for my product?

      Please call customer service at 1-800-526-8051 or e-mail customer.service@carex.com.

      What brands or product lines makes up Carex Health Brands?

      Carex Health Brands is made up of the following nationally distributed brands: Carex®, Apex®, Bed Buddy®, Thera-Med™ and ThermiPaq™. Our product categories include Bathroom Safety, Mobility, Personal Care, Enablers® Aids for Daily Living, Medication Organizers, Health Aids, Hot & Cold Therapy, Bright Light Therapy, Self-Care Products, In-Home Care and Patient Room Equipment.

      Where can I find additional product information or specifications (weight limits, dimensions, etc.)?

      You can find this information on the website under “Technical Specifications” on a product information page, in our catalog or by calling customer service at 1-800-526-8051 or e-mailing customer.service@carex.com.

      How can I get samples of your products?

      Samples are available for our B2B customers. For additional information, call customer service at 1-800-526-8051 or email customer.service@carex.com.

      What is your return policy?

      Please do not accept damaged cartons. If you receive a shipment with damaged cartons, refuse delivery (noting the reason or refusal) and immediately contact our Customer Service Department at 800-526-8051. All other returns must be authorized by Carex Health Brands in advance and can be subject to a 25% restocking charge. Special orders, disposable, and discontinued merchandise cannot be cancelled and are non-returnable.

           All returns must have a return authorization number (provided via fax by Carex Health Brands) affixed to each carton and be returned freight prepaid. Without this number, return shipments will be refused. Merchandise must be returned no later than 30 days from the date the RA# was issued and must be returned in an unused and sellable condition.**

           Other returns, if accepted, may be subject to higher restocking charges. All shipping shortages must be reported to the Customer Service Department within 5 business days of receipt of product.

           Carex Health Brands will only pay shipping charges on returns due to errors. Merchandise credit only will be issued for returns.

           The following merchandise cannot be returned:

               • All custom products and custom imprinted products

               • Merchandise damaged by flood, fire, or natural causes

               • Merchandise that has been discontinued or is overstock

               • Merchandise involved in bankruptcy, sacrifice, or distress sales

               • Product defaced with stickers, price markers, etc.

       

      **Carex Health Brands must receive all returns in a saleable condition. No credit will be issued for items with altered retail packaging. This includes pricing or other stickers being added to the package, markings of any kind on the package, open or mutilated packaging, visibly aged or yellowed packaging, etc. Carex products must be returned is full case quantities.

      Whom should I contact if I have questions on my shipment or place a claim for lost or damaged product?

      If you have not received your order or have discovered a discrepancy on your order, our representatives will gladly assist you. Call customer service at 1-800-526-8051 or email customer.service@carex.com.

      Whom should I contact regarding billing inquiries?

      Please call customer service at 1-800-526-8051 or email customer.service@carex.com.

      How will my order be shipped?

      Carex Health Brands ships from multiple locations depending on the make-up of your order and the products' final destination. Please see below for a general outline of how Carex Health Brand products are shipped. For further shipping inquiries, Please call customer service at 1-800-526-8051 or email customer.service@carex.com.
       

      Apex: All orders are shipped directly from our central warehouse.
                All Orders: Sioux Falls, SD
       

      Carex/Bed Buddy: Depending on your location, Carex or Bed Buddy products will ship from one of two locations.
                West Coast Orders: San Bernardino, CA
                East Coast Orders: Ellenwood, GA