If your equipment didn't arrive, arrived damaged, or simply isn't the right fit — we're here to make it right. Here's exactly what to do and what to expect.
Last updated: May 18, 2026
Let us know about the issue, and we'll resolve it within 7 business days — through replacement, exchange, or refund. No friction. No runaround.
This policy applies to all durable medical equipment purchased from or distributed by Medaxis Solutions LLC, including:
Contact us as soon as possible after your delivery date so we can begin resolving the issue right away. You can reach us in any of the following ways:
What to include in your message: your full name, order number (if available), delivery address, a brief description of the issue, and one or more photos if the item arrived damaged. The more details you can share, the faster we can resolve the issue.
Once we hear from you, here's what happens:
We acknowledge your request within one business day and assign it to a care specialist.
We track shipment, contact the carrier, review photos, and coordinate with the supplier.
We confirm the resolution with you — replacement, exchange, or refund issued.
Most issues are resolved well within 7 business days. Complex cases (e.g., carrier investigations beyond our control) may take slightly longer, and we'll keep you informed every step of the way.
Depending on the issue, we will offer one or more of the following:
To qualify for a return or exchange, items must generally be:
For hygiene & safety reasons, certain personal-use items (such as opened braces that have been worn, or custom-fitted equipment) may be non-returnable unless they are defective, damaged, or not as described. We'll let you know up front when this applies.
If your equipment was billed to insurance (Medicare, Medicaid, or private insurance), refunds and replacements may be handled in coordination with your insurance provider. We'll guide you through the process and make sure everything is documented properly on your behalf.
You may cancel an order at no cost before it has shipped. Once an order has shipped, please follow the return process above. To request a cancellation, contact us as soon as possible using the methods listed in this policy.
Many of our products come with manufacturer warranties that cover defects beyond our return window. If you experience an issue after the standard return period, contact us and we'll help you initiate a manufacturer warranty claim.
Need to start a return or have a question about this policy? We're here to help:
Phone: +1 (909) 251-7424
Email: admin@medaxissolutions.org
Hours: Monday – Friday, 9:00 AM – 5:00 PM PT
Reach out and we'll start the resolution process right away.