Partnership FAQs from VOCIC
After-Sales FAQs
01 - Product Warranty
Warranty coverage varies by product and component. The applicable warranty period generally falls into the following categories:
- Frames & Main Structures — Multi-Year / Lifetime Warranty
Applies to frames and other main structural components of products such as rollators, mobility scooters, and wheelchairs. - Core Power & Electronic Components — 1-2 Years
Includes key components such as controllers and motors. - Batteries & Chargers — 6 Months-1 Year
Applies to batteries and chargers included with applicable products.
The following conditions are not covered under VOCIC’s standard warranty:
- Normal Battery Capacity Loss
Normal capacity loss resulting from regular charging and discharging is considered natural battery degradation and is not covered as a manufacturing defect. - Wear Parts
Tires, brake cables, plastic components, and other parts subject to normal wear and tear are not covered. Replacement is generally provided only for items found damaged upon opening. Within the first three months of use, replacement may be considered based on the specific customer complaint. - Hygiene-Contact Products
Products that come into direct contact with users, such as air mattresses, shower chairs, and commode chairs, are not eligible for warranty coverage or return once opened and used.
Please refer to the applicable product manual for the specific warranty terms and coverage for each product.
Yes. The applicable distributor warranty period is extended by an additional 3 months beyond the end-user warranty period to support distributor inventory turnover.
02 - Returns
VOCIC handles returns and product-related issues based on the reason for the request. The applicable timeframe, resolution, and cost responsibilities vary depending on the type of issue.
Shipping & Order Issues — Within 7 Days
For freight damage or incorrect items shipped, please contact VOCIC within 7 days of receiving your order. VOCIC takes responsibility for these issues and covers all related returncosts.
Product Quality Issues — During the Warranty Period
Product quality issues identified during the applicable warranty period are handled under VOCIC’s warranty policy. Depending on the specific issue, VOCIC may arrange a product replacement or provide the necessary replacement parts.
Buyer-initiated Returns — Within 90 Days
Returns for distributor inventory adjustments or a change of mind are accepted within 90 days of receiving the order.
The applicable restocking fee is:
– Within 30 days: 5%
– Within 60 days: 10%
– Within 90 days: 20%
A minimum restocking fee of $25 per return applies. The distributor is responsible for return shipping costs.
Orders placed between 8:00 a.m. to 1:00 a.m. the following day on business days (Mon–Fri, Pacific Time) can be canceled or modified free of charge within the same time period.
Once a cancellation request is confirmed, the order will be canceled, and any applicable refund will be processed based on the order’s payment status.
03 - RMA & Claims
Within the 90-day window:
Please contact our customer service team and provide the original purchase documentation, photos, and the product serial number.
Once the return has been approved, VOCIC will issue a unique RMA (Return Merchandise Authorization) number. The product can then be returned under the approved RMA. VOCIC covers the return shipping cost and provides a replacement at no charge.
Direct returns are not accepted after 90 days.
04 - End-User Support
Authorized distributors serve as the primary point of contact for their end customers and are responsible for providing after-sales support and fulfilling applicable warranty obligations.
VOCIC provides distributors with access to repair and replacement parts to support their after-sales service needs and help them assist their end customers.
Still Have Questions?
Pre-Sales FAQs
01 - Getting Started
You will need to provide basic company, contact, and business information as part of the distributor application. This information helps VOCIC evaluate your business and determine eligibility for an authorized distributor account.
Distributor applications are generally reviewed within 2 business days.
Once your distributor application has been approved, you will receive access to the product catalog and corresponding distributor pricing.
02 - Ordering
Once your distributor application has been approved, you can place orders through the VOCIC online ordering system.
VOCIC does not require a minimum order quantity. Distributors can place orders starting from 1 unit.
VOCIC supports two ordering fulfillment methods:
Drop Shipping — Individual orders can be shipped directly to the end customer.
Bulk Purchasing — Distributors can purchase products in bulk for their inventory.
Orders can only be placed through the VOCIC online ordering system. At this time, please complete the website registration and approval process before placing an order.
03 - Shipping & Delivery
VOCIC supports FedEx and palletized freight shipping for U.S. orders.
Generally, order processing up to 2 business days, products will be shipped from the nearest warehouse.
Shipping charges vary depending on the order and shipping method. Eligible warranty-related replacement parts are provided and shipped at no cost.
For freight damage, please submit a claim within 48 hours of delivery, along with clear photos of the damaged package and product.
04 - Payments & Business Terms
VOCIC currently accepts online payments through PayPal and Stripe. All payments are processed securely through these authorized payment platforms.
VOCIC does not currently support customized product orders.