Faqs

Why have I not received my item(s)?

Shipping may take anywhere between 3-5 days in Continental United States or even longer, depending on your location.

** Due to high demand there is an extended waiting period for orders of an additional 10 working days ** 

If you order multiple items, they may come separate to ensure quicker delivery.  

We do not ship to PO Boxes

Sometimes it can take longer due to customs, we can not give any timescales for this.

Order processing

Shipping - Order processing takes 1-2 working days. We process orders as soon as the orders are confirmed. 

These are the days it takes your order to be processed ready for shipping.

Who delivers my item(s)?

Your items are delivered by our fulfillment center and will usually reach you via carriers like Fedex, UPS or DHL servicing in your location; tracking number will be provided for your convenience after your purchase.   

What time are deliveries usually made?

Items are delivered depending on the carrier's  delivery schedule and are usually during business hours. 

What happens if no one is at home?

Not to worry, the packages will require signature confirmation; there will be multiple attempts to deliver your item. In the case you need an arrangement, you can call the carrier with your tracking number to arrange a delivery or pick up of your package. 

Where do you ship from?

We currently ship from our main warehouse in Souther California, USA.

I messed up my delivery address, what do I do?

Not to worry, as long as you reach out to us immediately regarding the error in your address, we would be more than happy to change it for you. Just email us your full, correct address along with your order number and we would update your details for you.

What about my billing address?

Billing addresses are currently non-editable to prevent and minimize fraud from happening. Please note that all details entered and submitted to us are final.

Change of address after receiving confirmation of shipping

Under our terms & conditions, once an order has been sent out from our warehouse, any changes to the order cannot be made and is the sole responsibility of the buyer. While shipment is on the way, the carrier's customer service can be called with the tracking number to arrange the delivery. 

IMPORT & TAX CHARGES

What happens if I am charged with import duties?

Your order may be subject to import duties and taxes, which are levied once a shipment reaches your country. 

The store cannot control and is not responsible for any duties/taxes applied to your package. You will be responsible for paying additional charges for customs clearance. Customs policies vary widely from country to country; please contact your local customs office for further information. Note, in rare occasions, custom agents may delay delivery of some packages.

DAMAGED ITEMS

What do I do if I have received a damaged item?

If you have received a damaged item, please let us know immediately and you would be given a choice for us to re-ship you a replacement item.

Can I return a damaged item?

Unfortunately, we do not accept any returns for damaged items at this time. However, a reshipment option is available should you wish to avail this option.

**We are not responsible for any damages caused by wear and tear, submergence into water nor if the item does not fit due to sizing reasons

OTHERS

Subscriptions

Do you subscribe me to any boxes?

No, all of our items are purchased one off and you will not be charged for anything else other than the item you have ordered.

PROMOTIONAL ITEMS

Why do you have some items on sale?

We have a strong belief that mobility devices should be affordable. We often offer discounts item campaigns where you will pay less. We get value in cross-selling and hopefully having you come back to us in the future.

EMAILS & NOTIFICATION

Unreceived Confirmation Email

If you have not received any emails from us confirming your purchase, do let us know immediately via email or our contact form with your full name/shipping address name and we would help sort this out as soon as we can.

Sometimes our emails may end up in your spam/junk or other folders and we would like to ask you to check them before contacting us.

Unable to view email properly

If you are unable to view the email from us properly, do get in touch and we will resend you the email.

How Can I Contact You?

Please use contact us page or send an email us at info@horizontradecorp.com. Our customer service is open 24/7. We will reply in timely manner. 

Why was my order canceled?

If your order was unexpectedly canceled, chances are that our fraud filter marked your order as fraudulent. If you are certain that that is not true, please order again.

Customer Service

Any questions emailed to us and answered on our FAQ page will not be replied to, this cuts down on the number of staff hours we need so we can continue to offer our products.

TECHNICAL QUESTIONS

How can I sync the Bluetooth Remote Controller with the joystick controller ?

Please go this instruction page to watch the video and follow the instructions on the provided document to pair your remote : Fold and Travel Remote Pairing Instructions

How can I turn off the back up beeping noise for Fold And Travel Electric Wheelchairs ? 

Please go this instruction page to watch the video and follow the instructions on the provided document to configure your back up warning beeping : Fold and Travel Back Up Voice Configuration.

How can I Unfold / Fold the Auto Folding Electric Wheelchair ?

We have two types of joystick controller : 

1. LCD Joystick Controller Auto Folding Unit : This unit has a Wheelchair pictured button on the Left bottom of the joystick controller. That is the button to be used to Unfold and Fold. This button needs to be used along with + and - buttons to initiate : 

Unfolding : Unfold / Fold Button and + Button clicked together to initiate unfolding.

Folding : Unfold / Fold Button and - Button clicked together to initiate folding.

2. Analog ( no screen ) Joystick Controller Auto Folding Unit : This unit has 2 separate buttons for Folding and Unfolding at the bottom of the joystick controller panel. 

Unfolding : Long Click Unfold Button until the yellow speed lights are lit only in the middle then quickly press the horn button to initiate the unfolding. 

Folding : Long Click Fold Button until the yellow speed lights are lit only in the middle then quickly press the horn button to initiate the folding. 

When a wheelchair wheel makes a squeaking sound, it can be due to several reasons.

Here are some common causes and what you might do to address them:

1. Lack of Lubrication: The most frequent cause is insufficient lubrication of the wheel bearings or axles. Applying a suitable lubricant to these parts can often resolve the squeaking.

2. Dirty or Debris-filled Bearings: Dust, dirt, or debris can get into the wheel bearings and cause noise. Cleaning the bearings and then lubricating them can help.

3. Worn Bearings: Over time, bearings can wear out and start to squeak. If lubrication and cleaning don’t fix the issue, it might be time to replace the bearings.

4. Loose or Misaligned Wheels: Check if the wheels are properly aligned and securely attached. Loose or improperly aligned wheels can create noise and potentially cause other issues.

5. Rust or Corrosion: If the wheelchair is exposed to moisture or is used in outdoor environments, rust or corrosion can build up on the wheel components, leading to squeaking. Cleaning and lubricating these parts can help, but severe rust might require part replacement.

6. Frame or Wheel Axle Issues: Inspect the frame where the wheels attach. If the frame is damaged or the axle is not properly seated, it can cause noise. Make sure all parts are in good condition and properly installed.

7. Tire Problems: Although less common, issues with the tires themselves, such as uneven wear or damage, might contribute to noise. Check the tires for any visible problems.