EDPumps.com
Returns, Exchanges & Warranty Assistance
Questions about a return or warranty claim? Call 866-218-0902 or email support@medicaldepartmentstore.com — Mon–Fri 9am–5pm · Sat 9am–3pm EST.
⚠ Non-Returnable Items — Please Read Before Ordering
Vacuum erection devices, penis pumps, and all personal intimate medical devices are non-returnable and non-refundable once opened, under Florida State Law governing hygiene products. This applies regardless of whether the device was used. An opened package is treated the same as a used product for hygiene compliance purposes. No exceptions can be made to this policy.
The following are also non-returnable under any circumstances:
- Any item not in its original, factory-sealed packaging
- Any item that has been used, assembled, or installed
- Special orders and custom-made or custom-fitted equipment
- Items returned without a valid RMA number
If you have questions about whether a specific product is returnable before purchasing, call us at 866-218-0902 — we are happy to clarify before you order.
Damaged or Defective Products
Inspect your package immediately upon delivery. If your item arrives damaged or defective, you must notify us within 3 business days of delivery. We will replace the item and cover all shipping costs — to and from your location — at no charge to you.
To report a damaged item: Email support@medicaldepartmentstore.com or call 866-218-0902. Include your order number, contact information, and a detailed description of the damage or defect. Photos are helpful. Reports made after 3 business days cannot be processed as damaged-in-transit claims.
How to Return an Eligible Product
If you receive an eligible product that doesn't fit, doesn't match your expectations, or needs to be exchanged, follow these steps:
- Request an RMA number within 10 days of receiving your order. Email support@medicaldepartmentstore.com with your order number and the reason for return. We will issue your RMA number by return email.
- Write the RMA number clearly on the outside of the return package. The RMA number must be visible on each package returned. Packages returned without an RMA number will be refused and returned to you at your expense.
- Return the product in its original, unopened, factory-sealed packaging with all included instructions, warranty paperwork, and accessories. Products that are missing original packaging or documentation cannot be accepted as returns.
- Ship the return at your expense within 30 days of original delivery. Customer is responsible for return shipping costs unless the item was damaged or defective on arrival. We recommend using a trackable shipping method — we are not responsible for packages lost in return transit.
Restocking Fees
| Situation | Restocking Fee |
|---|---|
| Standard eligible return with valid RMA — original packaging intact | 18%–40% |
| Return without RMA number — if package is identified and accepted | 40% + all actual shipping costs |
| Refused shipment | 40% + all shipping costs both ways |
| Damaged or defective on arrival — reported within 3 business days | No fee — full replacement at our cost |
Credits & Refunds
Once we receive and inspect the returned product and confirm it is in new, unused condition in original factory packaging, we will issue a credit or refund for the purchase price less applicable shipping costs and restocking fees.
- Credit card refunds are processed back to the original card. Processing time varies by card issuer — typically 3–7 business days after we issue the refund.
- Check payments will receive a refund check mailed within 2 weeks of our receiving and inspecting the return.
Manufacturer Warranty Claims — We Will Help
All vacuum erection devices and medical devices sold on EDPumps.com are backed by the manufacturer's warranty — ranging from 1 year to lifetime coverage depending on the product. Manufacturer warranties are handled directly by the manufacturer, not by EDPumps.com. However, we will assist you through the process every step of the way.
What we will do:
- Help you identify whether your issue is covered under the manufacturer's warranty
- Provide the correct manufacturer contact information and warranty claim process for your specific device
- Assist you in documenting the issue and communicating with the manufacturer on your behalf where possible
- Follow up with the manufacturer if your claim stalls or is not resolved promptly
What you will need:
- Your order number or proof of purchase (date of purchase matters for warranty windows)
- The device model and serial number (if applicable)
- A description of the issue — what the device is doing or not doing
- Proof of product registration if the warranty requires registration (many do — check your manual)
To start a warranty claim: Contact us at support@medicaldepartmentstore.com or call 866-218-0902 with your order number and a description of the issue. We will guide you from there.
Order Cancellations
If you need to cancel an order, contact us immediately at 866-218-0902. We process and ship orders quickly — often same day — and we cannot guarantee cancellation once an order has been processed.
- Cancellation before processing: No fee
- Cancellation after processing but before shipment: 6% cancellation fee
- Cancellation after shipment: Order will be treated as a return — you are responsible for return shipping costs both ways; standard return and restocking fee policies apply
- Non-returnable items: Cannot be cancelled once shipped — no exceptions
- Custom orders: Cannot be cancelled once assembly has begun
Do Not Refuse a Delivery
If you have a problem with an order, do not refuse the delivery. Many products must be returned to a warehouse address different from where they were originally shipped from; a refused package may not reach the correct location, and without an RMA number the return may not be identified or credited. Refusing a shipment results in a 40% restocking fee plus all actual shipping costs in both directions. If you have concerns about an order in transit, call us before the delivery attempt: 866-218-0902.
General Terms
We reserve the right to make adjustments to prices, products, and policies due to typographical errors, pricing errors, product discontinuation, or changes in shipping costs and availability. Prices and product availability are subject to change without notice.
Return questions, warranty claims, or order status — we are here to help.
📞 866-218-0902 support@medicaldepartmentstore.com
Mon–Fri 9am–5pm · Sat 9am–3pm EST · All inquiries handled discreetly