Shipping policy

SHIPPING POLICY

1. Shipping Destinations Currently, we only ship to the contiguous United States (Lower 48 States). We do not ship to Alaska, Hawaii, U.S. territories, or P.O. Box addresses due to the size and weight of our electric wheelchairs.

2. Processing Time

  • Order Cut-off Time: 5:00 PM (EST)

  • Handling Time: Orders are typically processed and shipped within 1-2 business days (Monday - Friday).

  • Orders placed on weekends or holidays will be processed on the next business day.

3. Shipping Methods & Transit Times The shipping method and estimated delivery time depend on the product's stock location, which is indicated on the product page. We utilize a hybrid fulfillment network including US-based warehouses (via Amazon FBA, UPS, DHL) and direct international shipping.

A. US Local Stock (Standard Shipping) For products marked as "In Stock - US Warehouse":

  • Carrier: UPS, DHL, FedEx, or Amazon Logistics.

  • Estimated Transit Time: 4-7 business days.

  • This applies to most of our popular models and accessories stored in our US local warehouses.

B. International Direct Shipping (Special Order/Split Shipment) For products marked as "Ships from Manufacturer" or "International Warehouse":

  • Estimated Transit Time: 10-15 business days.

  • Split Shipment Method: To comply with aviation security and battery transport regulations, these orders are often shipped in two separate packages:

    1. The Wheelchair Frame: Shipped via International Express/Air Freight (e.g., FedEx/UPS International).

    2. The Battery: Shipped separately from our US local warehouse.

  • Note: You will receive two separate tracking numbers. The packages may arrive on different days. Please wait until both packages arrive before assembling your wheelchair.

4. Tracking Your Order Once your order has shipped, you will receive an email update with your tracking number(s).

  • If your order involves a split shipment (Frame + Battery), you will receive multiple tracking numbers to monitor both packages.

  • Please allow up to 24-48 hours for the tracking information to update in the carrier's system.

5. Delivery & Inspection (Important) Because our products are valuable and heavy:

  • Signature Requirement: For security, orders valued over $500 may require a direct signature upon delivery.

  • Inspection: Please inspect the packaging upon arrival. If you notice visible damage to the box, please note it on the delivery receipt (if applicable) and take photos before opening.

6. Taxes We collect sales tax where required by law. The exact tax amount will be calculated and displayed at checkout based on your shipping address and the applicable state tax rates.

7. Lost or Damaged Shipments Zurcheel takes full responsibility for the product until it reaches your door.

  • Damaged in Transit: If your item arrives damaged, please contact us within 48 hours at support@zurcheel.com with photos of the damage. We will arrange a replacement or repair immediately.

  • Lost Packages: If your tracking shows "Delivered" but you haven't received it, please check around your property. If it is still missing after 24 hours, contact us immediately so we can file a claim with the carrier.

8. Contact Us If you have any questions about our shipping policy or tracking status, please contact us:

  • Email: support@zurcheel.com

  • Phone: +852 9503 7112

  • Address: Room K2-1, 3/F, Building 13, Lehui Innovation Center, No. 489 Jihua Road, Bantian Community, Bantian Street, Longgang District, Shenzhen, Guangdong, China.