Shipping and Returns
Alerts911 uses FedEx and we offer the following shipping options*:
- FedEx 2-Day: Two business day delivery (excluding weekends and holidays): $24.95 (FREE with Semi & Annual payment plans)
- FedEx Ground: Delivery within 7 to 10 business days from the time of purchase: $14.95 (FREE with Quarterly payment plans)
*Generally, orders ship out on the same day if the order is placed by 2 pm EST. However, it may take up to 24 hours for orders to be processed and are dependent on successful payment verification. Any orders placed after the daily cut-off time (2 pm EST), or on a Saturday/Sunday/holiday, will not be processed until the following business day. Holidays and inclement weather may delay delivery, and Alerts911 is in no way responsible for any service interruptions by the carrier.
Once an order has been verified and processed, a shipping confirmation email containing the tracking number will be sent, generally within 1 business day. If you have any questions or concerns regarding your order, please contact our Customer Care Team at 1-800-878-0290.
Customer Care Center Hours of Operation:
Technical Support Center Hours of Operation:
Monday through Saturday, 10 am to 6 pm EST
Lost or Damaged Equipment
A lost or damaged equipment fee of up to $350 will be charged for the Home Essential, Home Essential +, On-the-Go Freedom, and Med Dispenser/Reminder devices. All devices must be returned with cables, charging cradle and accessories or a lost equipment fee will apply.
If you’d like to learn how you can avoid these out-of-pocket expenses with the Alerts911 Protection Plans, CLICK HERE or contact our Customer Care Team at 1-800-878-0290.
You may cancel your service and return your devices & accessories at any time, there are no contracts! Unlike other companies that offer a “risk-free 30-day guarantee” and then charge you activation and other fees up to $150, we will only charge you for the amount of time you’ve had the equipment in your possession minus all shipping charges, returning the equipment and accessories is at your expense. Service will be canceled effective the day the equipment is received at our location. A prorated refund will be issued for unused service that may have been prepaid. If you have a smartphone app and want to cancel service, you may cancel it by calling us at 1-800-878-0290, deleting the app from your smartphone does not constitute a cancellation of service.
To receive a refund you must return all of the equipment in good working order (including power supplies, cables, neck pendants, wristbands, charging cradles, medical dispensers, and accessories). Any add-on items that were purchased, such as, leather pouches, additional charging cradles, USB cables, etc. are non-refundable.
When returning items back to Alerts911, we strongly recommend requesting a tracking number from the shipping carrier to confirm the arrival of the package and sending it to us at firstname.lastname@example.org
Ship Returns to:
24301 Catherine Industrial Dr.
Unit # 102
Novi, MI 48375
Cancellations and refunds may take up to 30 days to process. Please contact our Returns & Cancellations Department at 1-800-878-0290 if you have any questions.