Frequently Asked Questions
Categories
Product Details & Setup
Do Elenker products need to be installed/assembled?
It depends on the specific model. Some models require simple assembly while others do not. Please first provide the model of the products you are looking at. You can also check here for Elenker manuals: https://www.elenkerwalker.com/pages/elenker-manual-collection
What are the differences between Elenker walkers?
Here you will find the difference easily: https://www.elenkerwalker.com/pages/elenker-guide-to-choosing-walkers
Is there any way I can test Elenker mobility aids first?
Thanks for your inquiry, we are glad to cooperate with you. However, we do not own a store in USA. There're only regular warehouses but not showrooms and there are no professionals to receive customers. But please do not worry, every product will be test before sending. And a lots of customers told us they feel very comfortable with it. So please rest assure of ordering it if you like it.
Warranty & Returns
What is the warranty?
Elenker products come with a one-year warranty if the damage is not caused by human factors.
Does the one-year warranty cover all parts replacement? Who will bear the freight for the components? Are they all replaced by the customers themselves?
Yes, it will cover all parts replacement and shipping cost, but you have to replace them by yourself.
How do I get the extended warranty?
Our products have one year warranty if they are not damaged by human factors. If you want to extend the warranty, you can contact our professional team by email:service@elenker.com
Do you have Money Back Guarantee?
Yes, for Elenker products, we offer a 30-day money back guarantee. No refunds after 30 days. If buyer decided to return, buyer will be charged for ALL delivery and shipping charges (delivery, shipping charges to and from our facility). All Elenker mobility aids offer an exchange of a new unit if there are defects in the product (within 30 days). After 30 days, all of our mobility aid manufacturers offer warranty service.
What is the return policy?
Please explain the situation and get your RMA number on any item. It'll be refused if you return the item before contacting us without a RMA number.
Put the packing list and your RMA number inside of your package with the item(s) to return. Make sure to include all parts and data sent with the package.
Tape boxes securely and attach an appropriate shipping label. Please read more return and refund policy here.
Payment & Tax
Which payment methods are acceptable?
We can accept credit card (Visa, MasterCard, American Express and Discover), Paypal /Affirm / Shop pay.
Can Elenker products support installment payment?
Yes, we offer installment payment options. You can choose a monthly payment plan at checkout through Shop Pay and Affirm (subject to approval).
Are Elenker walkers FSA/HSA Eligible?
Yes, Elenker mobility aids are FSA/HSA eligible—please select the credit card payment option and use your HSA or FSA card at checkout.
How is the sales tax on the product collected? Has it been included in the product price already?
Sales tax is determined by the state government of the customer's delivery address. When you check out, our website will display the tax you need to pay, which is not included in the product price.
Shipping & Delivery
When can I expect my walkers to arrive?
Most of our walkers will be delivered around 7 days. Once your order has been shipped, you will receive a notification email with the tracking number with the carrier so that you can track your order.
Can door-to-door delivery be provided?
Our products can only be delivered to your front door on the first floor.
Can you ship to countries other than the United States?
No, sorry, we currently only ship within the United States.
Service & Support
Can on-site repair services be supported?
Sorry, we do not support on-site repair. However, we will provide detailed user manuals and videos to guide you in troubleshooting and replacing parts.
Do you support 24 hours customer service? What are the working time of the customer service?
The working hours of our Livechat are from 7:00 AM to 5:00 PM and 6:00 PM to 3:00 AM (Pacific Time) from Monday to Friday, and the email customer service replies within 24 hours from Monday to Sunday.
Do you have any offline distributors in the United States?
No, we currently do not have offline distributors, but we operate multiple warehouses across the United States.
How do I contact you?
You can send us email: service@realrelaxmassage.com
Or you can talk to us with live chat at https://www.elenkerwalker.com/
