Shipping & Delivery Policy
Clear handling times, real-time tracking, and insured global freight delivery for precision medical mobility equipment.
Handling Time
1 - 2 Business Days
Standard Transit
3 - 5 Business Days
Order Cut-Off
5:00 PM EST
Freight Insurance
100% Fully Insured
1. Order Processing & Cut-Off Window
All in-stock orders are verified, safety-checked, and packaged within 1 to 2 business days (Monday through Friday). Orders placed before our daily cut-off time of 5:00 PM EST begin warehouse processing on the same business day.
Orders received after 5:00 PM EST or during weekends/public holidays will begin processing on the following business day.
2. Delivery Rates & Shipping Tiers
Shipping fees are calculated transparently during checkout based on destination and package dimensions:
- Standard Freight Delivery: Complimentary standard shipping on select active frame models and orders over threshold. Flat-rate standard fees apply to standalone accessories.
- White-Glove In-Home Setup: Optional technician delivery, in-home unboxing, clinical fitting verification, and packaging removal.
3. Estimated Delivery Timetable
The total estimated delivery timeframe combines warehouse handling time plus courier transit duration:
| Shipping Method | Handling Time | Transit Duration | Total Estimated Time |
|---|---|---|---|
| Standard Freight (In-Stock) | 1 – 2 Business Days | 3 – 5 Business Days | 4 – 7 Business Days |
| Expedited Express Delivery | 1 Business Day | 1 – 3 Business Days | 2 – 4 Business Days |
| Custom Active Rigid Frames | 5 – 10 Business Days (Build) | 3 – 5 Business Days | 8 – 15 Business Days |
4. Freight Protection & Medical Crating
Every wheelchair and power-assist system is packed using custom impact-resistant medical crating. Freight shipments carry full transit insurance against damage, theft, or loss.
5. International Deliveries & Import Duties
We dispatch directly from our primary manufacturing and distribution hubs in Europe and North America to clients worldwide.
- International orders may be subject to regional import taxes, customs duties, or clearance fees assessed by local government authorities upon arrival.
- All import duties or VAT taxes applied by receiving customs agencies are disclosed or handled per delivery terms selected at checkout.
6. Authorized Logistics Partners
We exclusively utilize insured tier-1 global express networks and specialized medical logistics couriers:
7. Address Changes & Delivery Authorization
If you need to adjust your delivery address, please contact us within 12 hours of placing your order. Once a tracking number is generated, address modifications must be authorized through the courier directly.
Signature Requirement: Due to the value of medical equipment, all high-tier shipments require a physical signature upon delivery.
Inquire About Your Shipment
Enter your tracking details or order number to request a direct status update from our logistics desk.
Primary Dispatch Hub
Ottobock SE & Co. KGaAAttn: Prime Wheelchairs Logistics Division
Max-Nader-Straße 15
37115 Duderstadt, Germany
Direct Support Email: Info@primewheelchairs.com