Shipping policy

Last updated: March 16, 2026

At Tivaro, we are committed to providing clear and transparent shipping information for all customers. Please review the shipping details below before placing your order.

Shipping Destinations

Tivaro currently ships only to addresses within the 48 contiguous United States.

We do not ship to the following locations:

• Alaska
• Hawaii
• Puerto Rico
• Guam
• U.S. Virgin Islands
• American Samoa
• Northern Mariana Islands
• APO/FPO military addresses
• P.O. Boxes
• Remote areas outside our supported delivery network

Order Processing Time

Orders are typically processed within 1–3 business days (excluding weekends and holidays).

Order Cut-Off Time: 5:00 PM PST, Monday through Friday. Orders placed after the cut-off time will be processed on the next business day.

Before shipment, each electric wheelchair undergoes product inspection, battery safety checks, and reinforced packaging preparation suitable for heavy-duty items.

Shipping Methods & Delivery Time

Due to the size and lithium battery requirements of electric wheelchairs, we use qualified ground carriers and heavy-item logistics services where necessary.

Shipping method: Standard U.S. Shipping. Estimated delivery time: 3-7 business days

Total estimated delivery time: 4–10 business days, including order processing and transit time.

Delivery times may vary due to carrier scheduling, weather conditions, holidays, or other unforeseen circumstances.

Shipping Fees

•  Free shipping is offered for eligible orders within our supported U.S. delivery area.
• All listed prices include standard shipping costs.
• No hidden shipping charges will be added at checkout for eligible orders.

Tracking Information

Once your order has shipped, you will receive a shipping confirmation email with tracking information so you can monitor delivery status.

Delivery & Signature Requirement

Because electric wheelchairs are high-value items, signature upon delivery may be required.

Please ensure that:

• Your delivery address is complete and accurate
• Your contact information is valid
• Someone is available to receive the package if required

If delivery fails due to an incorrect address, unsuccessful delivery attempts, or recipient unavailability, any additional shipping, storage, re-delivery, or return-related charges may be the responsibility of the customer.

Shipping Damage Policy

We take great care in packaging every order. However, if your order arrives with visible box damage, product damage, or shipping-related issues, please contact us within 48 hours of delivery.

To help us resolve the issue promptly, please provide:

1. Your order number
2. Photos of the outer packaging
3. Photos or videos of the damaged product

For shipping damage claims after delivery, please email service@tivaro.life. For pre-purchase shipping questions, contact service@tivaro.us. We will review the case and provide a replacement or other appropriate resolution when applicable.

Address Changes & Order Interception

•  Before shipment: Address changes may be requested free of charge.
•  After shipment: Address changes or shipment interception cannot be guaranteed. Any additional carrier fees incurred will be the responsibility of the customer.

Force Majeure

Tivaro is not responsible for shipping delays caused by events beyond our reasonable control, including but not limited to severe weather, natural disasters, carrier disruptions, labor strikes, government actions, or other unforeseen logistical interruptions.

Contact Us

If you have any questions about this Shipping Policy, please contact us at:
Pre-sales email: service@tivaro.us
After-sales email: service@tivaro.life
Business Hours: Monday-Friday, 9:00 AM-6:00 PM (HKT)

Refund policy

Last updated: March 16, 2026

This Return Policy applies only to purchases made directly through our official website.

We offer a 30-day return policy for eligible non-defective items. If your item arrives damaged, defective, or incorrect, please contact us within 7 days of delivery so we can review the issue and make it right.

Order Cancellations

Orders canceled before shipment are eligible for a full refund to the original payment method.

If an order has already shipped, it can no longer be canceled, but it may still be eligible for return under this policy.

Returns

To be eligible for a non-defective return, the item must:

• Be unused
• Be in resalable condition
• Be returned in the original packaging
• Include all manuals, accessories, and components
• Be approved by our support team before being returned

Items sent back without prior return authorization will not be accepted.

How to Request a Return

To request a return, please contact our support team first and provide:

• Your order number
• A brief description of the issue or reason for return
• Clear photos and/or videos of the product and packaging, if applicable
• The product serial number, if applicable

If your return is approved, we will provide return instructions. Please do not send any item back unless you have received return authorization from us.

Damages and Issues

Please inspect your order upon delivery and contact us within 7 days if the item is defective, damaged in transit, or if you received the wrong item.

If the issue is confirmed, we may offer one of the following remedies as appropriate:

• Replacement parts
• Repair
• Replacement
• Full refund
• Partial refund

If a return is approved because the item is confirmed to be defective, damaged in transit, or incorrectly shipped, we will cover the reasonable return shipping cost or provide a prepaid return label where applicable.

Non-Returnable Items

The following items are not eligible for return unless they are confirmed to be defective, damaged in transit, or incorrectly shipped:

• Items that have been used, assembled, modified, or damaged after delivery
• Items not in resalable condition
• Items missing original packaging, manuals, accessories, or components
• Custom-made or personalized items
• Final sale or clearance items marked as non-returnable
• Items damaged by misuse, improper handling, or unauthorized repair
• Items showing normal wear and tear
• Standalone batteries
• Accessories or standalone replacement parts

Return Shipping

For approved non-defective returns, the customer is responsible for return shipping costs.

Original shipping charges, if any, are non-refundable, unless the return is due to a confirmed defective, damaged, or incorrectly shipped item.

We recommend using a trackable shipping service and shipping insurance when returning an item. We are not responsible for returns lost or damaged in transit.

Restocking Fee

A restocking fee of up to 20% may apply only to approved non-defective returns of certain oversized products, depending on the product condition, packaging completeness, and return handling requirements.

No restocking fee will apply to items confirmed to be defective, damaged in transit, or incorrectly shipped.

Refund Scope

Tivaro will refund the original purchase price of the product in full. Additional costs including but not limited to shipping fees, third-party payment processing fees, and handling charges may apply and will be borne by the consumer unless otherwise specified below.

If the return is initiated for non-defective or non-error-related reasons, including but not limited to change of mind or accidental order, the customer may be responsible for return shipping fees and any other applicable charges.

If the return is due to Tivaro’s error, including but not limited to a defective, damaged, or incorrectly shipped product, Tivaro will cover the reasonable return shipping cost or provide a prepaid return label where applicable.

Refunds will be issued to the original payment method unless otherwise mutually agreed.

Refunds

We will notify you once we have received and inspected your return and let you know whether your refund has been approved.

If approved, your refund will be issued to your original payment method within 7–10 business days. Please note that your bank or payment provider may require additional time to post the refund.

If a returned item does not meet the conditions described in this policy, the return may not qualify for a full refund.

Warranty

This Return Policy does not replace or limit any applicable product warranty. Any warranty coverage, if offered, is subject to the terms of the applicable Warranty Policy.

Warranty service does not cover:

• Normal wear and tear
• Damage caused by misuse, abuse, improper storage, or unauthorized repair
• Consumable components subject to ordinary depletion, unless otherwise stated

Fraud Prevention

We reserve the right to investigate claims involving fraud, abuse of this policy, or intentionally misleading information, where permitted by applicable law.

If you experience any issue with your order, we encourage you to contact our support team first so we can help resolve it as quickly as possible.

Contact Us

If you have any questions about this Return Policy or need help with a return request, please contact us:

Pre-sales email: service@tivaro.us
After-sales email: service@tivaro.life
Contact Page: https://tivaro.life/pages/contact
Business Hours: Monday-Friday, 9:00 AM-6:00 PM (HKT)