Please note: If you haven't already done so, please read our one-year warranty policies before initiating a request. Thank you for your cooperation.
If you have a problem with one of our products, please contact PatientCare (not your dealer). We have recently established a new service called “PatientCare” to more efficiently help you should issues with any of our products occur. In the case of a damaged product, you will need to obtain an RA (Return Authorization) number prior to sending your item back to us.
***We cannot accept a return without an RA number.
To begin the process: Once you have read this document completely, please use our automated request form by clicking this button (make sure that pop-ups are enabled on your browser).
A pop-up window will open and you will be able to fill out and send the details of the issue. Once your form is received, we will get back to you within 5 days and you will be provided with exact intructions which you will have to follow for your request to be processed.
PLEASE NOTE: Be prepared to submit a clear picture of the damage if you are enquiring about a damaged item.
All return/replacement procedures will be handled directly by PatientCare. Do not take products back to your dealer or contact them about the issue, as they will not be able to help you. The faster you contact us, the easier it will be for us to help you. However, due to the small size of our team and the high volume of correspondence we receive during peak periods, please note that it may take up to 5 business days for us to reply. Please follow all of the above instructions carefully to provide us with the maximum amount of information so that we can better serve you. Please remember that any inquiries sent during non-business, weekend hours will be responded to during business days.
**** FOR FASTER, MORE ACCURATE SERVICE, PLEASE DO NOT CALL OUR OFFICE, WE PREFER EMAIL COMMUNICATIONS. WE CAN’T HELP YOU WITHOUT SEEING THE PICTURE OF THE PRODUCT ISSUES.****
Issue Resolution: What will happen after I’ve sent my request?
1- We'll need photos! After submitting your request to PatientCare, someone from the department will contact you. If the product has a manufacturer’s defect, you will be requested to send in a clear photo of the issue in JPG format via email. Then, if approved for replacement, you will be provided with an RA number and discuss arrangements for the package return or destruction of the collectible for eventual replacement. If the product does not fall into the warranty period or does not have a manufacturer’s defect, we will not be able to assist you.
2- RA Numbers If you chose to return your item for replacement or repair once you have received the RA (Return Authorization) number, please write this number on the outside of the box to be returned and fill out and include the form that will be given to you by our representative.
3- Shipping Charges: If the return is due to an order fulfillment error when purchasing from our shopping cart, we will provide you with a pre-paid UPS return label for your package. If you are returning the item for another reason, then you will be responsible for the cost of returning the item (unless you choose the item destruction option discussed below). Integrity Toys, Inc. will not refund shipping fees unless otherwise specified or agreed to, regardless of previous history.
4-Return or Destroy? Replacements will be sent out once the defective part has been received or proof of the defective item’s destruction has been submitted to us and approved. If a PatientCare agent gives you the OK to destroy the item, you will need to submit a clear picture of the destroyed part, for example, a defective garment that has been cut into unusable pieces using sharp scissors, the parts then photographed as proof and submitted to us for approval.****WAIT FOR EXACT INSTRUCTIONS FROM ONE OF OUR REPRESENTATIVES BEFORE TAKING ACTION (RETURNING OR DESTROYING A PRODUCT). WE WILL NOT BE HELD RESPONSIBLE FOR UNAUTHORIZED DESTROYED PRODUCTS.**** ***PLEASE NOTE: WE ARE NOT RESPONSIBLE FOR ANY PRODUCT RETURNED TO US WITHOUT PRIOR AUTHORIZATION.****
5-Normal delays: We make every possible effort to keep a small stock of replacement parts for every product we manufacture, but sometimes we may have to request replacement parts directly from our factories overseas. If this happens, delays may occur which are outside of our control. You will be notified if this is the case. Whenever possible, we will inform you of approximately how long it will take for the case to be resolved; however, this may not always be possible. Normal delays are usually 30 days from date of return authorization number issue. Additionally, should we not be able to obtain a replacement part for your product, we may, at our sole discretion, offer to refund the manufacturer’s suggested retail price of the item, or offer you an item of equal or greater value for a replacement. REFUNDS WILL ONLY BE CONSIDERED AS A LAST RESORT ACTION IF NO SOLUTION CAN BE FOUND TO REPAIR/REPLACE THE ITEM.
