Frequently Asked Questions

Returns & Limited Warranty

What is your return policy?

Returns: For US based customers: To return a Liftware product for a refund of the cost of the merchandise, please do the following:

Contact us at support@liftware.com to request an RMA (return merchandise authorization) within 30 days from when you first received the product as determined by the tracking information. We will send directions on how to return your Liftware product to us.

Return the fully-functional product to us in its original packaging. The return must be postmarked within 14 days of when the RMA was issued. You will be responsible for the cost of shipping the product back to us.

All items returned must have an RMA number. Returns without an RMA number may be returned to the sender.

Late Returns: If the RMA is requested more than 30 days from receipt of your Liftware product or your Liftware product is returned more than 14 days (postmarked) after the RMA is issued, we deduct a $100 USD restocking fee from the refund. After 60 days from when you first received your Liftware product (as determined by the tracking information), the Liftware product is ineligible for a refund and no RMA will be issued.

Receiving a refund: Once we receive your Liftware product, we’ll inspect it and process a refund within 10 business days to the original form of payment. We will email you when we process the refund, but it might take a few extra days for the credit to appear in your account.

If your Liftware product is returned damaged or has missing parts, we may not accept the return and reserve the right to deny a refund.

Shipping charges are not refundable. If your order was shipped to a destination within the US, all sales tax will be refunded. If your order was shipped outside the US, customs duties and taxes are not refundable.

What does the limited warranty cover?

The limited warranty is provided by Lift Labs of Verily Life Sciences LLC and is for Liftware Steady, Model 1.0, Model 2.0, and Model 2.1 (previously marketed as “Liftware”), and Liftware Level (each, a “Liftware Device”) and accessory attachments included with the Liftware Steady Starter Kit or Liftware Level Starter Kit/available for any Liftware Device (each, an “Attachment” and, together with the Liftware Devices, the “Products”). Under this limited warranty, we warrant the Products against defects in materials and workmanship under ordinary consumer use for one year from the date of original purchase. This limited warranty only applies to Products purchased from Lift Labs of Verily Life Sciences LLC and Liftware-approved sales channels in the USA.

What doesn’t this limited warranty cover?

This limited warranty does not cover firmware or software defects, normal wear and tear, or damage caused by neglect, misuse, accident, or mistreatment, such as:

  • dropping;
  • immersing the product in liquid;
  • exposing the product to extreme temperatures; or
  • product modification or disassembly.

How long does the limited warranty last?

The coverage of this limited warranty lasts for one year from the date of original purchase.

What will Liftware do to correct problems?

During the warranty period, if a defect arises in the Product, and you follow the instructions for returning it, we will, at our option, either (i) repair the defective Product using new or refurbished parts, (ii) replace the defective Product with a new or refurbished unit, or (iii) refund the purchase price of the defective Product. This limited warranty applies to any repair, replacement part, or replacement unit for the remainder of the original warranty period or for 60 days, whichever is longer. All replaced parts and units for which a refund is given will become our property.

What do I need to do to obtain warranty service?

Please contact Liftware Support at support@liftware.com or call (415) 894-5438 for instructions about how to return a defective product. Please ensure that you have your sales receipt or other proof of purchase. In order to receive warranty support, you must be located in the USA.

What limitations apply to this limited warranty?

THIS LIMITED WARRANTY WRITTEN ABOVE IS THE ONLY EXPRESS WARRANTY LIFT LABS OF VERILY LIFE SCIENCES LLC PROVIDES FOR THE LIFTWARE DEVICE, AND THE ABOVE REMEDY IS YOUR SOLE REMEDY. TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, LIFT LABS OF VERILY LIFE SCIENCES LLC EXPRESSLY DISCLAIMS ALL OTHER WARRANTIES AND CONDITIONS OF ANY KIND, WHETHER STATUTORY OR IMPLIED, REGARDING THE PRODUCTS, EXCEPT THAT ANY IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, AND NON-INFRINGEMENT ARE LIMITED IN DURATION TO THE ONE-YEAR PERIOD OF THE EXPRESS WARRANTY ABOVE.

Some states do not allow limitations on how long an implied warranty lasts, so the above limitation may not apply to you.

TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, LIFT LABS OF VERILY LIFE SCIENCES LLC WILL NOT BE LIABLE TO YOU UNDER ANY THEORY OF LIABILITY (WHETHER CONTRACT, TORT (INCLUDING NEGLIGENCE) OR OTHERWISE) FOR ANY INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL OR EXEMPLARY DAMAGES THAT MAY BE INCURRED BY YOU IN CONNECTION WITH THE PRODUCTS OR THESE TERMS, INCLUDING ANY LOSS OF DATA, WHETHER OR NOT A LIFT LABS PARTY OR ITS REPRESENTATIVES HAVE BEEN ADVISED OF OR SHOULD HAVE BEEN AWARE OF THE POSSIBILITY OF ANY SUCH LOSSES ARISING.

Some states do not allow the exclusion of incidental or consequential damages, so the above limitation or exclusion may not apply to you.

How does state law relate to this limited warranty?

This limited warranty gives you specific legal rights, and you may also have other rights which vary from state to state.

If Liftware stops working within the first year, please contact us through our website at www.liftware.com or email support@liftware.com to find out whether you qualify for a replacement. Return shipping is the responsibility of the customer.

Ordering & Shipping

Where can I purchase Liftware products?

At the moment, Liftware products can be purchased through our website, over the phone or through Amazon.com. If you prefer to place your order over the phone, call us at (415) 894-5438 on a weekday between 6AM to 5PM PT. When you call this number, your call may be recorded and stored by SalesForce, our third-party customer support software platform.

Can I try Liftware in-person before purchase?

Yes! Liftware products are onsite at select clinicians, therapists, and assistive technology lending libraries. You can find participating locations nearest you by clicking here. Please be advised that most sites require that you schedule an appointment and may have costs associated with your visit.

What should I know about purchasing a Liftware product as a gift?

Thanks for considering a Liftware product as a gift! We want to help you set your loved one up for success with their Liftware product. Here are some tips on giving Liftware:

  • Once your gift arrives, we recommend first showing your loved one the “Getting Started” videos to see how their Liftware product works and for helpful tips.

  • Avoid having the person try out their Liftware product for the first time in too much company or in any other high-stress situation. Going through anything new can be stressful and can temporarily worsen a person’s tremor. We recommend giving the person some quiet time and space to try their Liftware product out for the first time.

  • Finally, since this is a gift, note that we won’t include the price on the packing slip.

How can I order a Liftware product for my workplace?

If you are would like to purchase in volume or purchase on behalf of an institution with a Purchase Order, please email us at support@liftware.com.

What forms of payment do you accept?

We accept all major credit cards.

What if I need to cancel or modify my order?

If you need to cancel or change your order, please contact support@liftware.com with the order number as soon as possible. If we have not yet shipped your order, we will cancel or modify your order as necessary. Unfortunately, we are not able to modify or cancel orders that have already been shipped.

Where do you ship?

We currently ship to locations within the United States (including Alaska, Hawaii, and Puerto Rico). Currently, we are not shipping to locations outside of the US. We plan to ship to additional locations outside of the US in the future. If you would like to be notified when shipping is available at your location, please fill out the form to let us know.

How long does it take to ship?

We ship orders within 2-3 business days of purchase. Orders usually arrive within a week after they ship.

From time to time, demand for Liftware products might be greater than our supply. If we are back-ordered, we’ll note the estimated time until the next shipment prominently on the product page.

How much does shipping cost?

Orders that include a Liftware Steady Starter Kit or Liftware Level Starter Kit ship for free to locations within the 48 contiguous United States. Shipping is available to Alaska, Hawaii, and Puerto Rico at an additional charge. To determine shipping charges, please add the items you would like to purchase to your shopping cart and provide your shipping details during the checkout process to find out what shipping options are available to you.

I’m unable to afford a Liftware product. What are my options? Are Liftware devices covered by Medicare?

If you receive benefits through the US Department of Veterans Affairs, you may be eligible to receive your Liftware device under your veterans benefits program.

We are also working with relevant foundations to provide Liftware devices to people in financial need with conditions including Parkinson’s disease, essential tremor, multiple sclerosis, and Huntington’s disease.

If you think you may be eligible for benefits through the Department of Veterans Affairs benefits or through a need-based donation program, please contact us at support@liftware.com for more information. Be sure to tell us whether you experience hand tremor or limited hand and arm mobility.

Please note that Medicare currently does not cover the cost of any Liftware products. As applicable, we recommend contacting your private health insurance provider to find out whether they will reimburse you for any portion of the expense of a Liftware product. We would love to know if you have any success, so please send us an email at support@liftware.com to let us know how things are going.

Do you have a reseller program?

Sorry, we do not have a reseller program at this time.

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