Shipping & Returns Policy

 Pedia Pals has been manufacturing children’s medical equipment since 1991. Our mission is to transform the healthcare environment into a space that naturally calms children and allows providers to focus on delivering the highest quality healthcare experience.

Pedia Pals values our customers and distributors. Pedia Pals returns and refund policy was developed in order to maintain transparency regarding said policy.

RETURNS and Refund POLICY

Authorizations

Our standard return/refund policy for most products is 30 days from the ship date. ALL REFUNDS AND RETURNS must be authorized by Pedia Pals prior to receipt.

Return Goods Authorization (RGA)

 An RGA can be obtained by calling Pedia Pals at 1-888-733-4272 or emailing service@pediapals.com for an RGA number and instructions on how and where to return your order. All returns without an RGA number will not be honored and will be non-refundable. Unauthorized returns may be returned to customer at customer’s expense, destroyed by Pedia Pals at Pedia Pals’ discretion, or subject to additional charges without credit being issued to customer.

Products may be returned, for a full refund minus restocking fees provided a customer has obtained prior authorization from Pedia Pals, and if such products are in salable condition and suitable for restocking.

Defective products are returnable with prior authorization as well. As the return policy for each product may vary, please make sure to call Pedia Pals at 1-888-733-4272 or email service@pediapals to confirm that your product is eligible for a return.

Custom order items and internationally shipped items cannot be returned and are non-refundable unless the product is found to be defective. Special order items are manufactured to our customer’s specifications. International products require additional shipping costs, time, and logistics and therefore all international sales are final and cannot be returned. Please make sure to check that your items are not damaged before signing for receipt of your goods.

After obtaining an RGA, each return must include the following information:

• Customer’s name, address, and account number.
• RGA number.
• Original PO number or original Pedia Pals order number.

• Please note: Issuance of an RGA number does not guarantee credit. Credit issuance is
• dependent on confirmed receipt/review of returned products and is subject to the other terms of this policy.

Return Shipping

A customer is responsible for all return shipping charges, unless Pedia Pals determines that the item is defective. In that case, the item will be returned at Pedia Pals’ expense.

Defective Items

In the event that an item is damaged, our hope is to minimize any delay in resolving your damage or shortage claim. A customer is required to count all receipts prior to a customer’s acceptance of delivery from the carrier. All visible damages or shortages must be noted on the carrier’s freight bill or bill of lading and be countersigned by the customer. The damaged products must remain in the original carton, in the event inspection is required by the transportation company. If the damage to a product in not visible from the outside of the packaging, it is the customer’s responsibility to inspect and report any damage within 48 hours of receipt. We encourage our customers to inspect their packages inside and out upon receipt.

All defective items must be confirmed defective with our factory. Please report any defective item within 48 hours or Pedia Pals shall have no obligation to process credit or arrange for product replacement. If a product is found defective, Pedia Pals will promptly exchange and/or issue an RGA number for the return of the defective product at Pedia Pals’ expense. Pedia Pals reserves the right to ask for pictures of the damaged product. A product must be returned within 30 days of receipt of shipment to be eligible for replacement or credit.

Products Shipped in Error by Pedia Pals

A customer must notify Pedia Pals of any shipping errors or disputes within two (2) business days of receipt. Products shipped in error by Pedia Pals are freely returnable for full credit, provided that such returns are made within thirty (30) days of receipt.

Refused Shipment: All refused shipments, without prior approval, will be non-refundable

List of Return Requirements:

• All returns must be in original factory packaging and undamaged
• All parts, including manuals and batteries, must be returned
• All packaging must be returned
• Manufacturer's product packaging must be in reusable shape with no marking or stickers applied.
• Please send a detailed explanation about your return. Example: "Never used or Open" or "Defective Merchandise"
• Customer is responsible for return shipping
• Ensure your return at the cost of the product in the event your return is lost or damaged
• An RGA number is Required
• When returning your order please write on the outside of the return label your RGA number.

 

Special Ordered Items & Exam Tables

All items that are special ordered are non-returnable/non-refundable. For example, hospital chairs are considered custom orders and are non-returnable/non-refundable unless defective. Zoo Pals Exam Tables and Custom color Zoo Pals exam tables are not returnable. All other items are subject to a 25% restocking fee. Pedia Pals will not be held responsible for items ordered with a special color not meeting a customer’s requirement. Color swatches can be provided upon request.

List of Restock Fees

Return from Date of Receipt	Return from Date of Receipt- restocking fee
0 – 30 Days (excludes international and custom orders which are non-refundable).	25% (customer must cover cost of return shipping) refused shipments will be non-refundable.
Greater than 30 days not returnable unless expressly approved prior to receipt – contact your Pedia Pals Representative for additional information at 1-888-733-4272 or service@pediapals.com	Original shipping expenses incurred with the purchase of an item are the customer’s responsibility and non-refundable