Protekt® 1st Defense Dynamic Hybrid Pressure Prevention Mattress

SHIPPING IS FREE ON ALL OF OUR PRODUCTS!

We make the ordering process smooth and easy. As such, we offer free and fast shipping on all products to the United States. Currently, we only offer shipping within the United States.

Our shipping department operates Monday through Friday. Orders usually ship within 2 business days if your product is in stock. Some orders will ship the same day if your order is placed before 1pm CST. You’ll typically receive your order between 3-7 business days after your item(s) have shipped.

Handling Time: 0-2 Business Days

Shipping Time: 3-7 Business Days

Order Cutoff Time: 1pm CST

Here's what to expect after placing your order:

ORDER CONFIRMATION

• Immediately after placing your order, you'll receive an order confirmation email. This means we have received your order and have pre-authorized your credit card or other form of payment. Please save this email for your records.

• As soon as we receive your order we contact our supplier's warehouse to confirm the product is in stock and ready to ship. If your product(s) are available for shipment (within 5 business days) we will process the charges and submit the order for shipment. If your item is not available, or if shipping will take longer than expected, we will reach out via email to see if you still want to purchase the item. If not, we will void the payment or help you choose another product if you wish.

SHIPPING CONFIRMATION

• Once your order has shipped, you’ll receive a shipment confirmation email with a tracking number (or numbers if some products ship separately.) We will send tracking information to the email you provided at checkout within 24 hours of shipment.

In the rare case that you do not receive shipping confirmation and a tracking number within 6 business days, please email us at support@vitalcareusa.com or call us at +1 (712) 435–1306.

Shipping times may vary depending on the weight and size of your products, and your location. We currently do not ship outside of the United States. If you need shipment to HI or AK, please contact us before you order as air transport will require an additional shipping fee.

SHIPPING OPTIONS

Shipping is free on all of our products!

• FREE STANDARD SHIPPING

For most of our medium and smaller size products, we take care of the shipping costs via UPS and FedEx. Smaller items may be shipped with USPS, again completely free.

• FREE FREIGHT CURB-SIDE DELIVERY SERVICE

For larger items that ship in crates (saunas, sauna heaters, and steam generators) the product will require Less Than Truckload (LTL) Freight Delivery with a special appointment. With this option the delivery driver will be responsible for placing the item at curbside ground level. The freight company will contact you prior to delivery to confirm shipment details and schedule a time for delivery. A phone number is required at checkout so the freight company can contact you.

Please inform us of any circumstances that might complicate delivery such as steep/long driveways, overhanging trees or other such details.

SHIPPING DELAYS

We do everything possible to ensure a smooth and seamless delivery process. We appreciate your patience and understanding should there be a delay in shipping times due to forces out of our control—such as supply chain issues, manufacturers’ delays, worker shortage issues, etc.

Note that all estimated shipping times are only estimates and may change due to factors outside of our control.

In the unlikely case of a shipping delay, we will work promptly to remedy the issue and provide clear communication. We will not rest until you are enjoying your product and are 100% satisfied with your purchase.

YOU AGREE TO THESE TERMS OF USE BY USING THIS SITE. IF YOU DO NOT AGREE TO THESE TERMS, PLEASE DO NOT USE THIS SITE.

If you have any questions about our shipping policy, please email us at support@vitalcareusa.com or call us at +1 (712) 435–1306.

30 DAY REFUND AND RETURN POLICY

If you’re not fully satisfied with your purchase, we want to make it right. You may return most items for a refund, for any reason, within 30 days of receiving your order. You only need to pay for return shipping, there will be no restocking fee.

This Refund and Return Policy only applies to items returned in unused, uninstalled and undamaged condition. Items must not show any visual signs of wear.

*Our 30-day return & refund policy is dependent on our manufacturer’s policies. If our manufacturer’s policies do not allow returns (or if the time period for returns is less than 30 days), this will be stated clearly on the products' description page.

All refunds will be issued to the original form of payment within 10 business days from the time we receive your return. It may take up to 5-7 business days for the refund to reflect on your statement.

CANCELLATION POLICY

Cancellation is completely free if you cancel before we have processed your payment. Refer to our Payment Policy for information on when we process payments.

If you cancel your order after we have processed your payment, but before your item(s) ship from our supplier’s facilities, we will issue a full refund minus a 5% cancellation fee (due to costs we incur from our payment processing company.)

However, if your items have already shipped you will be responsible for return shipping costs.

All refunds will be applied to the original form of payment.

Custom-made products are not eligible for cancellation, returns or refunds. All custom-made sales are final.

If you decide to cancel an order, please let us know as soon as possible by emailing us at  support@vitalcareusa.com.

RETURNS

All products, unless noted in their product page descriptions, are eligible for return within 30 days of delivery. You are responsible for all return shipping costs.

To be eligible for a refund, items must be returned in unused, uninstalled and undamaged condition. Items must not show any visual signs of wear.

Not all orders are eligible for return after they have been shipped. If the manufacturer of a brand we carry does not allow returns, we cannot offer refunds or returns for these products. This varies by brand. If a manufacturer does not allow returns, this will be noted clearly in the product’s description.

RETURN PROCESS

If you wish to return or exchange a product:

1. Notify us in writing by email at support@vitalcareusa.com
2. If your product is eligible for return we will send you a Return Merchandise Authorization (RMA) email with packing instructions, a return authorization number and a return address. Please do not ship your return before receiving a return authorization number.
3. Securely pack your item(s) in their original packaging along with any requested paperwork noted in the packing instructions.
4. Ship the package in the manner in which you received it. If you package arrived via UPS or FEDEX you may use these carriers. If your package arrived via LTL Freight, you will need to put the box on a pallet and schedule pickup and shipment with a freight carrier. We strongly recommend getting a tracking number and purchasing shipping insurance—we are not responsible for shipping related damages or lost items.
5. We will notify you via email once the return is received, inspected and restocked at our suppliers’ warehouse.
6. If the item is verified to be in unused and undamaged condition, we will process your refund and apply a credit to the original form of payment within 10 business days. It may take up to 5-7 business days for the refund to reflect on your statement.
   
   

*If the product is received damaged or with visible signs of use, we will contact you to discuss any deductions to your refund amount.

EXCHANGES

Exchanges are handled on a case-by-case basis. Please email us at  support@vitalcareusa.com you wish to exchange your product for something else.

DAMAGED ITEMS

You are responsible for inspecting items upon delivery before signing the delivery receipt. If the items are damaged, do not sign the delivery receipt. Notify the delivery driver that you are refusing the shipment.

If you discover the items have been damaged due to shipping after you have accepted the delivery, email us as soon as possible at support@vitalcareusa.com. Please include pictures of the damage along with a description. You may also include videos. We will arrange for pick-up and replacement of your item.

Damage, along with pictures and/or videos, must be reported within 24 hours of receiving the delivery.

If items have been damaged due to shipment, you are responsible for filing a claim with the freight or shipping company. However, we will assist you with your claim and advocate for its resolution on your behalf.

WARRANTY

All products come with a manufacturer’s warranty. Warranties do not cover damage from delivery. Warranties apply to quality of workmanship and/or defective parts. If an item was damaged upon arrival, and this was not reported within 30 days of arrival, this is not an eligible warranty claim.

For more information on manufacturer's warranties, refer to the Warranty section on each specific product's web page.

RESTOCKING FEES

You will not be charged a restocking fee when returning an item.

PLEASE READ THE FOLLOWING:

By making a purchase on Vital Care USA, you acknowledge the following in regards to our Refund and Return Policy:

• I understand that products must be returned in unused, uninstalled and undamaged condition; otherwise a deduction to my refund may be applied.
• I understand that if I do not cancel my order before my payment is processed, I will not receive a full refund.
• I understand that if I do not cancel my order before shipment, I will be responsible for return shipping costs.
• I understand I must inspect the package upon delivery and report any damage (with pictures) to Vital Care USA within 24 hours of delivery.
• I understand that estimated delivery dates on product webpages are estimates and may vary depending on factors outside of the control of Vital Care USA.
• I will not cancel my order or file a chargeback due to my order being delayed--or because the estimated delivery time turned out to be incorrect-- due to factors outside of the control of Vital Care USA.

BY USING THIS WEBSITE, YOU AGREE TO THE TERMS OF THIS REFUND AND RETURN POLICY. IF YOU DO NOT AGREE TO THESE TERMS, PLEASE DO NOT USE THIS WEBSITE.

Business Information:

Phone: +1 (712) 435–1306
Email: support@vitalcareusa.com
Business Address: 133 W Broadway, Council Bluffs, IA 51503, United States
Business Hours: 9am-5pm CST, Monday-Friday

When will my order ship?

Orders usually ship within 1-3 business days if your product is in stock. You’ll typically receive your order between 3-7 business days after your item(s) have shipped. Custom or made-to-order items require a longer lead time before shipment. We will contact you with estimated shipping times for any items that are not expected to arrive within 10 business days after shipment.

What delivery options do you offer?

We offer free shipping on all of our products. For most of our medium and smaller size products, we take care of the shipping costs via UPS and FedEx. Smaller items may be shipped with USPS, again completely free.

For larger items that ship in crates, we offer our Free Curb-Side Delivery Service. The delivery driver will be responsible for placing the item at curbside ground level. The freight company will contact you prior to delivery to confirm shipment details and schedule a time for delivery. A phone number is required at checkout so the freight company can contact you.

How do I place an order?

To place an order, simply browse our collection and click on the desired item. Choose your size and quantity, then click "Add to Cart." Follow the prompts to complete your purchase.

What payment methods do you accept?

We accept major credit and debit cards, including Visa, Mastercard, and American Express and PayPal. Secure online payment ensures a smooth transaction.

Do you guys take insurance/medicare?

We do not accept HSA cards (health savings accounts cards) at the moment. However you are able to submit a claim to their insurance provider with a receipt of their purchase from us to be reimbursed. 

Is my personal information safe?

Absolutely. We prioritize your privacy and employ advanced security measures to protect your personal data. For more information, please review our Privacy Policy.

Can I return or exchange items?

Certainly. Items can be returned within 30 days of purchase for a refund. Please ensure items are in their original condition with labels and packaging intact. Unfortunately, personalized or customized items cannot be returned.

What if my item is damaged or defective?

If your item arrives damaged or defective, please inform us immediately. We'll investigate the issue and make it right.

How can I track my order?

Once your order is shipped, you'll receive a tracking number via email. You can use this to monitor your package's progress.

How long does it take to receive a refund?

After receiving and inspecting your return, we'll notify you about the refund approval status. If approved, refunds are processed within 3 business days to your original payment method. Please allow time for your bank or credit card company to process the refund.

Can I cancel or modify my order?

If you need to cancel or modify your order, contact us as soon as possible. If the order hasn't been processed for shipment, we'll do our best to accommodate your request.

How can I contact customer service?

For any further questions or assistance, please reach out to our Customer Service Team at support@vitalcareusa.com. We're here to help!

The applicable warranty period, measured from the date of delivery to the original user, shall be (3) years for the frame, (2) years on electronics (1) year battery.