Shipping policy

Shipping Policy

Effective Date: 01/01/2026

 

 

1. Introduction

At Golden Horizon Mobility ("we," "us," or "our"), we aim to provide a seamless and transparent shipping experience for our customers. This Shipping Policy outlines the terms and conditions related to the delivery of products purchased from our website, Golden Horizon Mobility.com.

 

 

2. Shipping Destinations

  • Countries We Ship To:

    • United States 


Future Expansion:

  • We are continually working to expand our shipping destinations. Please check back regularly for updates.

 

 

3. Shipping Costs

  • Domestic Shipping United States:

    • Standard Shipping: Free shipping

  • No Hidden Fees:

    • All shipping costs are calculated and displayed at checkout. There are no hidden fees.

 

 

4. Order Processing Time

  • Processing Time:

    • Orders are processed within 1-2 business days (Monday to Friday, excluding holidays).

  • Order Cut-Off Time:

    • Orders placed before 5:00 PM CST will begin processing the same day.

  • Weekend and Holiday Orders:

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

 

 

5. Estimated Delivery Time

  • Domestic Shipping:

    • Standard Shipping: 4-5 business days

  • Notes:

    • Delivery times are estimates and may vary due to factors beyond our control, such as weather conditions, customs delays, or carrier issues.

 

 

6. Shipping Methods and Carriers

  • Reliable Carriers:

    • Domestic Carriers: USPS, UPS, FedEx

    • We partner with reputable carriers to ensure your package arrives safely.

  • Shipment Tracking:

    • All orders include tracking information, which will be provided via email once your order has shipped.

  • Insurance:

    • Shipments are insured against loss or damage. If you encounter any issues, please contact us promptly.

 

 

7. Order Tracking

  • Tracking Information:

    • Tracking Number

    • Carrier Name

    • Link to Track Your Package

    • After your order has been shipped, you will receive an email containing:

  • How to Track Your Order:

    • Visit Goldenhorizonmobility.com/track-order or the carrier's website.

    • Enter your tracking number to view the status and estimated delivery date.

  • Assistance:

    • If you have questions or need assistance with tracking, please contact our Customer Service at 615-899-4740 or support@goldenhorizonmobility.com

 

 

8. Delivery Issues

8.1 Delayed or Lost Packages

  • Delayed Delivery:

    • If your package is delayed beyond the estimated delivery time, please contact us at Support@Goldenhorizonmobility.com or 615-899-4740

  • Lost Packages:

    • Verify the shipping address provided.

    • Check with neighbors or building management.

    • Contact us for further assistance.

    • If your tracking information indicates that your package was delivered but you have not received it:

8.2 Damaged Packages

  • Reporting Damage:

    • Take photos of the damaged packaging and items.

    • Contact us within 7 days at Support@Goldenhoizonmobility.com.

    • If your package arrives damaged:

  • Resolution:

    • We will work with you to arrange a replacement or refund as appropriate.

 

 

9. Missing Items

  • Reporting Missing Items:

    • Contact us within 7 days of receiving your package.

    • Provide your order number and details of the missing item(s).

    • If any items are missing from your order:

  • Resolution:

    • We will investigate and resolve the issue promptly by sending the missing item(s) or offering a refund.

 

 

10. Returns, Refunds & Order Eligibility

We want customers to feel informed before ordering. Because many of our products are large medical, mobility, or special-order items, return eligibility may vary by manufacturer and product type.

Please refer to the product page shown in the tabs section. 

Return Eligibility

Items may be eligible for return only if all of the following conditions are met:

  • The return request is submitted within 30 days of delivery
  • The item is unused, unassembled, and in like-new condition
  • The item is returned in its original packaging with all included parts, accessories, manuals, and documentation
  • The item has not been customized, modified, or damaged after delivery
  • The item is not a final sale or otherwise marked non-returnable


Non-Returnable Items

For health, safety, and manufacturer restrictions, some items may not be returned. These may include:

  • Customized or special-order products
  • Certain medical, lift, bath safety, or bedding products
  • Products marked Final Sale or Non-Returnable
  • Any item returned without prior authorization


Return Timeframe

Customers must request return authorization within 30 days of delivery. Returns sent back without approval may be refused.

Restocking Fees

Approved returns may be subject to a restocking fee depending on the manufacturer and product category. Any applicable restocking fee will be communicated before the return is finalized.

Return Shipping Responsibility

Unless the return is due to shipping damage, a manufacturer defect, or an order error caused by us, the customer is responsible for:

Return shipping costs

  • Freight return arrangements for large or heavy items
    Safe repackaging of the product for transport
  • Original shipping charges, white glove delivery fees, and other service charges are generally non-refundable once service has been performed.

Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or incorrect, please contact us within 7 days of delivery. This helps us work quickly with the carrier and manufacturer toward a resolution.

Please include photos of:

  • The product
  • The packaging
  • The shipping label
  • Any visible damage


Refund Processing

  • Once an approved return is received and inspected, refunds are issued to the original payment method, less any applicable:
  • Restocking fees
  • Return shipping charges
  • Non-refundable service fees
  • Refund timing may vary depending on your bank or card provider. Usually processed within 14 days

Product-Specific Return Terms

Because return policies can differ by brand and manufacturer, some products may have product-specific shipping, delivery, and return terms listed on the individual product page. Customers should review both this general policy and any product-specific policy before placing an order.

Contact Us Before Returning Any Item

Please do not send items back without prior approval. Contact us first to request return authorization and next steps at:

  • support@goldenhorizonmobility.com
  • 615-899-4740

We want customers to feel informed before ordering. Because many of our products are large medical, mobility, or special-order items, return eligibility may vary by manufacturer and product type.

More Information:

  • Certain products include brand- or manufacturer-specific shipping, delivery, warranty, or return terms shown on the product page.
  • When product-specific terms apply, those terms govern that item in addition to this general policy.

 

 

11. Incorrect Address

  • Address Accuracy:

    • Please ensure that all shipping information is correct. We are not responsible for orders shipped to incorrect addresses provided by the customer.

  • Returned Packages:

    • We will contact you to arrange reshipment.

    • Additional shipping charges may apply.

    • If a package is returned to us due to an incorrect address:

 

 

13. Contact Information

If you have any questions or concerns regarding your shipment, please contact us:

  • Customer Service Email: Support@goldenhorizonmobility.com

  • Customer Service Phone:615-899-4740

  • Golden Horizon Mobility is an online-only store and does not operate a public retail showroom

Our customer service team is available Hours: Monday–Friday, 8-5 pm, Central Time Zone US

 

 

14. Changes to This Shipping Policy

We reserve the right to modify this Shipping Policy at any time. Changes and clarifications will take effect immediately upon posting on the website. We encourage you to review this policy periodically.

 

 

Thank you for shopping with Golden Horizon Mobility!

We appreciate your business and are committed to providing you with exceptional service.