FAQ

Shipping and delivery

Where do you ship?

We ship to all 50 US states. We cannot deliver to PO boxes or APO/FPO addresses.

Where do orders ship from?

All orders ship from the United Kingdom by UPS.

How long will delivery take?

Orders are dispatched within 1 business day and usually arrive within 3–5 business days of dispatch. Custom-colored and made-to-order items take longer, and the extra time is shown on the product page.

Will I have to pay customs duties or import taxes?

No. We pay all US import duties and customs fees on your behalf, so there is nothing extra to pay when your order arrives.

Do you charge sales tax?

Sales tax is added at checkout where your state requires it.

Can I track my order?

Yes. You will receive a UPS tracking number by email as soon as your order ships.

Payments

How can I pay?

We accept major credit and debit cards and PayPal. All prices are in US dollars.

Do you bill insurance or Medicare?

No. We do not bill insurance or Medicare, but every order comes with an itemized receipt.

Returns

Can I return an item?

Yes, within 30 days of delivery, as long as it is unused and in its original packaging. For change-of-mind returns, the customer pays return shipping. Custom-colored, made-to-order, installed or used items cannot be returned. See our Refund Policy for full details.

What if my order arrives damaged or wrong?

Email us within 48 hours of delivery with photos and we will replace or refund the item at no cost to you.

Products and installation

Do I need a professional to install grab bars?

Yes. Grab bars, wall-mounted seats and other load-bearing products must be installed by a qualified installer into a suitable wall structure. Always follow the manufacturer's instructions and weight limits.

Are your products ADA compliant?

Please check the individual product page. Where a product meets ADA standards, it is stated on that page.

Will your products work in a US bathroom?

We only list products that are suitable for US homes, with sizes shown in inches. If you are unsure whether something will fit your space, email us your measurements and we will help.

Are you a contractor or buying for a project?

Email us with your project details and we will be happy to help.

Still have a question?

Email info@tornadomobility.com and we will reply within one business day.