Rivete Advanced Recovery & Mobility: SHIPPING & RETURNS POLICY
Welcome to Rivete Advanced Recovery & Mobility, your trusted online retailer specializing in mobility devices and recovery equipment. We are authorized resellers in partnership through vetted contracts with top-tier U.S. manufacturers.
At Rivete, we strive to make your shipping and returns process as seamless and transparent as possible. Please review our detailed policies below.
Order Processing & Shipping Timelines
We partner with trusted carriers (FedEx, UPS, USPS, and specialized LTL Freight) to offer reliable shipping exclusively within the contiguous United States.
- Order Cut-Off Time: 5:00 PM (EST)
- Handling/Processing Time: 1 to 3 business days (Monday – Friday). Highly customized items may require up to 5 business days for processing.
- Standard Transit Time: 5 to 12 business days (Monday – Friday) depending on the item, weight, and destination.
- Tracking: A tracking number will be sent via email once your order has been dispatched.
Shipping Rates & Tiers
Shipping rates are calculated at checkout based on the total shipping weight of your order.
- Standard Shipping (Under 20 lbs): $9.99 — estimated transit 5–7 business days via FedEx, UPS, or USPS.
- Free Standard Shipping (20 lbs – 99.99 lbs): $0.00 — estimated transit 5–10 business days via LTL freight. Includes curbside delivery.
- Heavy LTL Freight (100 lbs – 399.99 lbs): $250.00 flat rate — estimated transit 5–10 business days. Required for mobility scooters and power chairs. Includes curbside delivery with a liftgate.
- White Glove In-Home Setup (400+ lbs): $350.00 flat rate — estimated transit 7–12 business days. Includes inside delivery, unboxing, and setup by a certified technician.
Brand-Specific Shipping Notes
- Kineon MOVE+ Pro: Fulfilled directly by Kineon via our Shopify Collective partnership. Shipping timelines and rates are managed by the supplier and may differ from the standard tiers above.
- ComfyGO: Heavy ComfyGO units require LTL freight and standard processing (1–5 business days) prior to shipment.
Returns & Exchanges Policy
We want you to be fully satisfied with your purchase. If you are not happy, you may return most items within 30 days of delivery for a refund or exchange.
General Return Conditions
- Items must be unused, in their original condition, and in their original packaging.
- Customers are responsible for all return shipping costs unless the item arrived defective or incorrect.
- Original shipping charges paid at checkout are non-refundable.
How to Initiate a Return
To start a return, please email info@rivete.store with your order number and reason for return. We will provide you with the proper RMA (Return Merchandise Authorization) and the correct warehouse address to send your item.
Brand-Specific Return Rules & Fees
- Kineon MOVE+ Pro: Offers an easy, no-questions-asked 30-day return policy so you can try your device risk-free.
- ComfyGO Mobility: All ComfyGO returns are subject to a 25% restocking and inspection fee. If the product is returned in a different condition than it was sent, a maximum 50% damage fee may be assessed.
- Custom & Built-to-Order Items: Custom wheelchairs, specific color configurations, or heavy-weight built-to-order items are considered Final Sale and do not qualify for returns.
Refunds
Once your return is received and inspected at the warehouse, you will be notified via email. Approved refunds will be issued back to the original payment method only. Please allow 7–10 business days for the funds to reflect in your account, depending on your bank or payment provider.