Our 7 Business Day Resolution Promise
Let us know about the issue, and we'll resolve it within 7 business days — through replacement, exchange, or refund.
What This Policy Covers
This policy applies to all durable medical equipment purchased from or distributed by Apex Health Solutions LLC, including:
- Equipment that did not arrive within the expected delivery window.
- Equipment that arrived damaged, defective, or with missing parts.
- Equipment that doesn't fit properly or doesn't meet your needs.
- Equipment that is different from what was ordered.
How to Report an Issue
Contact us as soon as possible after your delivery date so we can begin resolving the issue right away. You can reach us in any of the following ways:
What to include in your message: your full name, order number (if available), delivery address, a brief description of the issue, and one or more photos if the item arrived damaged. The more details you can share, the faster we can resolve the issue.
Our 7 Business Day Resolution Process
Once we hear from you, here's what happens:
Day 1
We acknowledge your request within one business day and assign it to a care specialist.
Days 2–4
We investigate — tracking the shipment, contacting the carrier, reviewing photos, and coordinating with the supplier.
Days 5–7
We confirm the resolution with you — a replacement is sent, an exchange is arranged, or a refund is issued.
Most issues are resolved well within 7 business days. Complex cases (e.g., carrier investigations beyond our control) may take slightly longer, and we'll keep you informed every step of the way.
Possible Resolutions
Depending on the issue, we will offer one or more of the following:
- Replacement: we'll ship a new unit of the same product at no additional charge.
- Exchange: if the product doesn't fit, we'll swap it for a different size or model where eligible.
- Refund: a full or partial refund to your original payment method (or applicable insurance/coverage) once the return is processed.
- Re-delivery: for missing or undelivered shipments, we'll arrange a new delivery as soon as possible.
Return Conditions
To qualify for a return or exchange, items must generally be:
- Reported within a reasonable timeframe after delivery (we recommend within 30 days).
- Unused, in original packaging, and in resellable condition where possible.
- Accompanied by proof of purchase or order details.
For hygiene & safety reasons, certain personal-use items (such as opened braces that have been worn, or custom-fitted equipment) may be non-returnable unless they are defective, damaged, or not as described. We'll let you know up front when this applies.
Shipping for Returns
- If the return is due to our error (wrong item, damaged, defective, or didn't arrive), we cover return shipping.
- For other returns or exchanges, you may be responsible for return shipping costs.
- We'll provide return instructions and any necessary shipping labels via email.
Insurance-Billed Equipment
If your equipment was billed to insurance (Medicare, Medicaid, or private insurance), refunds and replacements may be handled in coordination with your insurance provider. We'll guide you through the process and make sure everything is documented properly on your behalf.
Cancellations
You may cancel an order at no cost before it has shipped. Once an order has shipped, please follow the return process above. To request a cancellation, contact us as soon as possible using the methods listed in this policy.
Manufacturer Warranties
Many of our products come with manufacturer warranties that cover defects beyond our return window. If you experience an issue after the standard return period, contact us and we'll help you initiate a manufacturer warranty claim.
Contact Us
Need to start a return or have a question about this policy? We're here to help:
Apex Health Solutions LLC
3625 Banbury Dr, Apt 18H
Riverside, CA 92505
Phone: +1 (909) 251-7424
Email: admin@apexhealthsolutions.live
Hours: Monday – Friday, 9:00 AM – 5:00 PM PT
Need to report an issue?
Reach out and we'll start the resolution process right away.