Section A: Provider Satisfaction
Section B: Ordering Products
Section C: Shipping Information
Section D: Freight Charges
Section E: Proof of Delivery Information
Section F: Wear and Tear
Section G: Warranty Information
Section H: Service Repair for Warranty and Non-Warranty Repairs
Section I: Receiving Products / Freight Damage Handling / Claims
Section J: Refused Shipments
Section K: Returning Products
Section L: Providing Obligations

1. Invacare is committed to providing a high level of service to its Provider network. In the event that your requirements are not fully satisfied, please contact the Invacare Customer Service group at 1-800-333-6900 for resolution.

1. Invacare accepts orders from its Providers via telephone, fax, EDI, orders@invacare.com, and the Internet (Invacare Pro). For your protection, Invacare does not accept and will not process credit card information provided via email. Email should never be used to send credit card or other sensitive personal information (e.g., passwords, social security number).
2. Orders are accepted from authorized Invacare providers ONLY. A valid Invacare account number is required when placing an order.
3. Providers will need to order items by catalog number, description, color and size with quantities specified.
4. Serial numbers must be furnished when ordering replacement parts and accessories without a serial number Invacare cannot guarantee accuracy of the parts and accessories being ordered or quoted.
5. Products, services specifications, and availability are subject to change without notice.
6. Invacare will send an order acknowledgement via email or fax for stock, non-stock (builder) and custom made products within twenty-four (24) hours of order verification pending the release of any holds. An acknowledgement is not an invoice. Invacare's invoices are billed after the order has been shipped.
7. Once an order for stock product has reached Booked (Ready to Ship) status, changes (additions, deletions, quantity or item changes) to the order will not be accepted.
8. If it is necessary to change or cancel an order for a non-stock (builder) or custom made product/part, Invacare must be notified immediately, within same business day of the acknowledgement date.
9. All sales are subject to credit approval by Invacare.

1. Shipment Guidelines:
2. Invacare will provide an Advanced Shipping Notification (ASN) to any qualified provider who requests this service. Providers may sign up for this service at www.invacare.com. Providers have the option to receive faxed ASNs by having this option added to the provider profile.
3. Orders placed on Hold for credit reasons will be delayed for shipment until all holds are cleared.
4. All shipments from Invacare are F.O.B. Origin, Freight Prepaid. This means that the title of product transfers to the Provider at the time the product is loaded on the carrier's truck at the Invacare distribution center or manufacturing location, and Invacare prepays the transportation charges. If a delivery cannot be completed on the first attempt, the Provider will be responsible for all charges associated with the re-delivery.
5. If a product is not available in a Provider's primary shipping location (as designated by Provider), Invacare reserves the right to ship a product from its choice of location.
6. Invacare will drop ship Invacare-brand complex rehab wheelchairs to commercial business addresses with an Invacare account, but not to residences. Please contact Invacare Customer Service or Internet (Invacare Pro) to determine whether drop shipments may be available for a particular situation. The Provider is responsible for ensuring the product is properly unpacked and configured for the end user.
7. Provider Pick Up Guidelines:
8. Liftgate and Inside Delivery:
9. Liftgate Requests:
Power chairs are exempted from a liftgate charge.
10. Inside Delivery Request:

1. Invacare will charge a flat fee for each requested ship to location on an order within the contiguous United States.

Invacare Equipment:

Level 1: orders up to $750 will pay $74.95 for freight
Level 2: orders between $751 and $1,000 will pay $49.95 for freight
Level 3: orders over $1,001 will pay $34.95 for freight

Invacare Service Parts:

Level 1: orders up to $24.99 will pay $6.00 for freight
Level 2: orders between $25.00 and $49.99 will pay $15.00 for freight
Level 3: orders between $50.00 and $199.99 will pay $25.00 for freight
Level 4: orders between $200.00 and $499.99 will pay $35.00 for freight
Level 5: orders greater than $500.00 will pay $10.00 for freight

*Parts orders placed via Invacare Pro under $500 will be charged $9.95 for freight.

2. Additional fees will be charged for shipments to Hawaii, Alaska, Puerto Rico, and international destinations. Please call Customer Services to inquire about these additional charges.
3. Premium shipping requests will be billed to the Provider at published transportation rates. Invacare will not allow Providers to use their freight account to ship their order.

1. A Provider may obtain a Proof of Delivery directly from the carrier, Invacare Customer Service or via the Internet (Invacare Pro). All requests for a Proof of Delivery must be made within one hundred and twenty (120) days of the invoice date.

1. Invacare takes pride in providing the best quality products for its customers. Although we strive to deliver the best in class parts and equipment, we recognize that certain items are considered wear items by nature and will not be covered under the applicable product warranty, except for defects in materials or workmanship. Specific items and components include but are not limited to; all upholstery items including seats and back upholstery, arm and calf pads, mattresses, cushions, wheels, tires, and casters, all types of batteries, all types of filters including TSS and concentrators, ambulatory rubberized tips such as canes and crutches, joystick overlays and inductive rubberized protective boots.

2. Invacare reserves the right to ask for any item back that has an alleged defect in materials or workmanship. Refer to the user manual for specific information concerning a certain product.

1. Invacare warrants its products to be free from defects in materials and workmanship for various time periods. Refer to the warranty packaged with each product to determine the exact coverage for that particular product. Service parts are covered under a six (6) month limited warranty unless specified otherwise.
2. During the warranty period, any defective product will be repaired or replaced, at Invacare's option. The warranty does not include any labor incurred in the replacement part installation or repair of a defective product.
3. A copy of the Bill of Sale issued to the purchaser of a product may be required prior to processing a warranty claim.
Invacare does not warrant products or parts that have been misused from their intended purpose, not properly maintained as per the user manual or abused. Refer to the Returning products section of this document and product warranty for complete details.
4. Invacare disclaims all other express or implied warranties, including the implied warranties of merchantability or fitness for a particular purpose.

1. In order to provide quality and timely repairs for warranty and non-warranty product, please refer to the Invacare Service Repair Policy and Procedure.

1. Before signing for a shipment, inspect all cartons for visible damage and verify that the quantity received / damaged is correct on the delivery receipt. Accept the shipment even if there are damaged goods. You may call Customer Service and request a Return Material Authorization (RMA) be issued to return damaged items free of charge.
2. If shipment is damaged:

3. Retain all original cartons and packaging materials. Invacare will arrange for the freight carrier to inspect any freight-damaged products and will order replacement products, at your request.
4. Invacare will process a credit based on the freight carrier's findings.

1. is the responsibility of the provider to contact Invacare within two (2) business days of the attempted delivery to inform Invacare that a shipment has been refused. Refusing a shipment in full or part does not guarantee a credit to the provider.
2. If the provider refuses the shipment, the carrier will return the product back to the original shipping location.
3. The shipping location will forward these items to the Invacare Central Returns Center.
4. The refused shipment will undergo one or all of the following:
5. Allow for thirty (30) days to process any RMA associated with a refused shipment order.
6. If a reconsignment of shipment is necessary, and it is found the fault of Invacare, then Invacare will pay reconsignment charges and have the freight delivered to the original specified location.
7. If a reconsignment is necessary, and it is found to be the fault of the Provider, then the Provider must accept and receive delivery of the shipment. Once the shipment is received, the Provider can negotiate a redelivery of the product at the Provider's expense.

1. PLEASE NOTE: All returned product will be subject to full evaluation. Credit issuance will be based on returned product evaluation findings. Product abuse or no fault found cases may result in a credit denial.
2. A Returned Material Authorization (RMA) number is required for all returns and may be obtained by calling Invacare Customer Service. A Provider has thirty (30) days from date of invoice to request an RMA number to return unopened, unused stock product in original packaging.
3. Any product returned for credit to Invacare without an authorized RMA number clearly printed on the outside shipping label, will be refused. Invacare will not pay to process, handle and ship, any unauthorized return item(s), back to the shipper.
4. An RMA for Provider "convenience returns" on unopened, stock items will also be issued within thirty (30) days of invoice date but is subject to a 25% restocking fee. Upon evaluation, convenience returns may be rejected because of the physical condition of the items.
5. Only items in full, complete and unopened cases with original packaging are returnable. Products that have been used cannot be returned unless it is perceived to be an alleged complaint in the form of a product defect. In this case, Customer Service reserves the right to request that the product be returned for full product evaluation and documented in Invacare's Quality System.
6. The Returns department will not accept (used) soiled products such as: mattresses, cushions or seating products due to possible biohazards. To receive credit for these products, call Customer Service for a RMA, remove, sign and date the law label, then return it as proof that the product is no longer in service.
7. Custom-made products (i.e. custom power chairs, builder products and parts) are not returnable for credit and an RMA will not be issued.
8. Once an RMA is issued, it is valid for thirty (30) days from the date of issue. The RMA number must be clearly and legibly printed on the outside of all return packaging and should be referenced on packing slip and/or bills of lading. Only return items for which the RMA was issued. A strict limit of 25 items may be returned per RMA
9. Credit denials: In the event of credit denial, the Provider will be notified immediately. In turn, the Provider will have ten (10) business days to respond as to whether they prefer the product be shipped back at their cost. Invacare will not assume the returned cost of shipping. If no response after 10 business days, Invacare Returns reserves the right to discard product.

1. Manuals - Provider will promptly furnish the purchaser or end-user of products with: all literature, operator's manuals, warnings, instructions, labeling, warranty information provided to Provider by Invacare and any other information accompanying the products. All operator's manuals, instructions and warnings must be provided, to the purchaser or end user of the product at the time of product installation or delivery.
2. Complaints - Provider will promptly report to Invacare any product complaints involving injury or death, quality, durability, reliability, safety, effectiveness or performance. Provider will cooperate with Invacare in Invacare's investigation and resolution of such complaints and take reasonable steps to preserve the product. Provider will retain or return products to Invacare in cases of alleged injury, malfunction or property damage.
3. Field Actions - Provider will cooperate with Invacare in diligently implementing product recalls or field corrective actions, including promptly notifying product purchasers and end-users of any field correction action, and arranging for the removal, repair or replacement of the affected products in the field, as required by Invacare, without charge to the purchaser or end-user of products.
4. Changes, Off-Label Promotion, Warranty - Provider will not make any unauthorized alterations, modifications, or changes to any product, its packaging or labeling. Provider will only promote products and services in accordance with Invacare specifications and will not offer any warranties on the products different than those offered by Invacare.
5. Tracking - Provider will track the serial numbers of all products to ensure traceability of such products to the purchaser or end-user. Provider will promptly provide Invacare with all such tracking information (e.g. product serial number shipped to each end-user) upon Invacare's request.
6. Maintenance and Records - Provider will perform all warranty and non-warranty repairs and maintain skilled resources to perform qualified service and repair of the products. Provider will retain complete sales, rental, service and maintenance records for products distributed, rented, sold or serviced in the normal course of Provider's business.
7. Sales Process - Provider will be responsible for all steps in sales process, including but not limited to appropriate product selection for the product end-user, qualifying its customers, product demonstrations, accepting orders, properly fitting patients for use of products, product delivery and installation, if required, and end-user training.
8. Compliance with Laws - Provider will comply with all applicable laws and regulations in its performance of this Agreement.
9. Code of Conduct - Provider will comply with Invacare's then current Code of Business Conduct and Ethics.

Note: This Provider Service Policy and Procedure revision supersedes and replaces each Provider Service Policy and Procedure issued by Invacare Corporation. Invacare Corporation reserves the right to change the Policy revision and any products herein without prior notification.