Shipping and Returns
Shipping
Medical Guardian offers the following shipping options*:
- Overnight
- Guaranteed next business day delivery if ordered by 2pm EST (non-holiday)
- Second Day
- Guaranteed second business day delivery if ordered by 2pm EST (non-holiday)
- Ground
- Guaranteed within 7 to 10 business days from the time of purchase
Unless otherwise requested or noted by way of promotion, items will be shipped via ground and may take as many as 7 to 10 business days from time of purchase.
*Shipment pending payment is processed successfully, and any orders placed on a Saturday/Sunday will not be processed until the following Monday. Holidays and inclement weather may delay delivery, and Medical Guardian is in no way responsible for any service interruptions by the carrier.
Order Status
Once an order has been processed, a shipping confirmation email containing the tracking number will be sent to the customer. If you have any questions or concerns regarding your order, please contact our Customer Care Team at 1-800-313-1191.
Return Policy
You may cancel your service by calling Medical Guardian at 800-313-1191 and selecting the cancellation option. If you have not purchased the equipment you must return all system equipment and accessories to Medical Guardian.
Service will be canceled effective the day the system is received by Medical Guardian. If you have purchased your equipment, service will be canceled effective upon receipt of a signed Cancellation Letter provided by Medical Guardian via either mail or email. Upon receipt of either the equipment or the executed Cancellation Letter a prorated refund will be issued for the unused service period that may have been prepaid. Restocking fees may apply. The processing of any refund may take up to 30 days upon receipt of your system or Cancellation Letter.
Promotional Discounts
Promotional discounts will be forfeited if any changes are made to the initial order, including billing cycle changes, within twelve (12) months of date of sale.. Medical Guardian will have the right to charge the customer or offset any of these additional costs against any monies due to the customer.Lost or Damaged Equipment
A lost or damaged equipment fee of up to $350 will be charged for the Classic Guardian, Home Guardian, Family Guardian, Mobile Guardian, Premium Guardian, and Active Guardian. The Mobile Guardian, Premium Guardian, and Active Guardian must be returned with both the charging cradle and the handheld device, otherwise a lost equipment fee will apply. The Family Guardian must be returned with the base station and 3 safety sensors (2 activity sensors and 1 main door contact sensor), otherwise a lost equipment fee will apply.
A lost or damaged equipment fee of up to $150 will be charged for the Alert 911.
If you’d like to learn how you can avoid these out-of-pocket expenses with the Medical Guardian Protection Plan, please contact our Customer Care Team at 1-800-313-1191.
Customer Care Hours of Operation:
- Monday – Friday, 9am – 8pm EST
- Saturday, 9am – 5pm EST
When returning items back to Medical Guardian, we strongly recommend requesting a tracking number from the shipping carrier to confirm the arrival of the package.
Cancellations may take up to 30 days to process. Please contact our Returns & Cancellations Department at 1-800-313-1191 if you have any questions.