Shipping & Returns Policy

Shipping

Medical Guardian offers the following shipping options*:

*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.

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.

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.

Customer Care Hours of Operation:

Return Policy

In order to receive a refund for any unused months of service past the 90-day commitment, you must return all of the equipment that came with your order, including power supplies, charging cradles, and safety sensors. Confirmation that we received your equipment is dependant on whether all of the equipment was returned.

90-Day Commitment

If the order is received by the Returns Department within 90 days of shipment, Medical Guardian will keep the 3-month minimum and provide a pro-rated refund for any unused months of service.

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 or 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) or 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:

Return Address

If you’d like to return your equipment, please send it to the following address:

109 Rogers Road
STE 3 and 4
Wilmington, DE 19801

For your convenience, our Customer Care Team can provide Return Shipping Labels free of charge via mail or email. If you request that a Return Shipping Label is mailed to you, it may take as many as 7 to 10 business days to receive it.

If you request an electronic Return Shipping Label, you will receive an email within 48 hours from the following email address: tracking@shipstation.com. We recommend checking your Spam folder as this email may be sent there.

Please note that if any requests for a Return Shipping Label placed on a Saturday/Sunday will not be processed until the following Monday.

If you do not receive your Return Shipping Label via email or mail within the timeframes outlined above, please contact our Customer Care Team at 1-800-313-1191.

Customer Care Hours of Operation:

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.