Frequently Asked
Questions
Browse our FAQ topics below for more information.
What are your hours of operation?
Our website is open 24/7 when placing orders. Our customer support department is open Monday to Friday, 9 AM to 5 PM, PST.
Do you accept returns?
Yes, we have a 30 day hassle-free return policy. However, certain items may have specific return policies depending on the product type. More Information on our Return Policy...
I have a product issue, what should I do?
If you have a product issue, i.e. an item was damaged or parts were missing upon arrival, please contact us within three days of receiving the item.
What is the Key Care Advanatge Membership?
The Key Care Advantage Membership is a program designed for customers who want to maximize the long-term value of their medical equipment. Members enjoy exclusive benefits such as buy-out discounts, guaranteed value protection, priority customer support, complimentary extended product warranties and more. It's an ideal solution for individuals planning to own their equipment through buy-out options while ensuring it stays in peak condition. More Information on our Key Care Membership...
What is the Guaranteed Buy-Back Program?
The Guaranteed Buy-Back Program is a benefit offered to members of the Key Care Advantage Membership who have fully paid off their medical equipment. This program allows members to sell back their purchased or leased equipment to Key Way Medical at a predetermined buy-back price, based on the product's age, condition, and the duration of ownership. More Information on our Key Care Membership...
Do I need an account to place an order?
No, you can always check out as a guest. However, we highly recommend you create an account with us so you can easily track your order process, order history, and receive exclusive deals.
I already placed my order, can I change something?
Yes, as long as your order has not been ship out yet, we are more than happy to assist you in making changes i.e. adding another item to your order.
What type of Payment Method do you accept?
Our website accepts Visa, Mastercard, Discover, American Express, Klarna, and Affirm.
Can I buy or return a product in-person?
We currently only operate online and our warehouse is not open to the public. Therefore, all orders and returns need to be processed by mail.
Do you have the product in stock?
Our website is live which means that if the product shows "IN STOCK", we have that product in our warehouse and ready to ship.
Need Help?
Product Questions / Website Technical Support: [email protected]
Sales / Order Support: [email protected]
