Frequently Asked Questions
Quick answers about ordering, shipping, returns, payment and choosing the right equipment.
Questions
Ordering and payment
How do I place an order?
Add items to your cart, press Checkout and follow the steps. You will receive an order confirmation e-mail with your order number within a few minutes.
Which payment methods do you accept?
Payments are processed by Shopify Payments: major credit and debit cards and express wallets such as Shop Pay, Apple Pay and Google Pay where available. The options are shown at checkout. See Payment & Security.
Do I need an account?
No. You can check out as a guest. An account simply lets you see all your orders in one place.
Can I change or cancel my order?
Yes, until it ships. E-mail support@erafav.com as soon as possible with your order number.
Questions
Shipping and delivery
How much is shipping?
Nothing. Shipping is free on every order to all 50 US states.
How long will it take?
Orders are processed in 1–3 business days and most arrive in 4–10 business days. Freight items take not applicable. Alaska and Hawaii: allow 2–4 extra business days for Alaska and Hawaii.
Do you ship outside the US?
Not at this time. We also cannot ship to APO/FPO/DPO addresses or US territories.
How do I track my order?
Use the tracking link in your shipping e-mail, or see Track your order.
Questions
Returns and refunds
What is your return policy?
You have 7 days from the day your order is delivered to return most unused items. E-mail us first for a return authorization. Full details: Returns & Refunds.
Who pays for return shipping?
We do when an item is damaged, faulty or wrong. For change-of-mind returns you pay the return shipping; there is no restocking fee on unused, complete items.
What cannot be returned?
Opened hygiene and personal-care items, and toilet, commode, bath or shower items that have been used or installed – unless they arrived damaged or faulty.
When will I get my refund?
Within 5 business days, to your original payment method. Banks then take 5–10 business days to show it.
Questions
Products and sizing
How do I know an item will support my weight?
Check the weight capacity in the product name or ask us – we confirm it from the manufacturer's specification. Always choose a capacity comfortably above the user's weight. See our sizing & capacity guide.
Do products come assembled?
Most items need simple assembly and include instructions. Freight items are delivered curbside and are not assembled for you.
Are these medical devices?
We sell daily living and mobility aids. They are not a substitute for medical advice – ask a healthcare professional if you are unsure what equipment is right for you.
Do you carry a product I cannot find?
E-mail us the name or a description. If we can source it, we will let you know the price and delivery time.
Still have a question? We're happy to help.
E-mail us with your order number or the product name and we reply within 1 business day.
- E-mailsupport@erafav.com
- HoursMon–Fri, 9 AM–5 PM MT