Frequently Asked Questions

Sales tax is added to items delivered to a Texas address unless you provide us with your tax-exempt status. Emergency food and water rations are exempt from sales tax. If you are a reseller or tax-exempt, send your tax-exempt certificate to support@rescuesupply.co and contact us for more information.

Yes — orders can be edited or canceled before they are processed and shipped. Contact customer service as soon as possible at (800) 239-1797; after hours, leave a voicemail or email support@rescuesupply.co with your request.

Credit and debit cards (Visa, MasterCard, Discover, American Express), PayPal, Apple Pay, and Google Pay. We also accept checks and money orders — please get the shipping total from us first, make them payable to Prosperity Guard, LLC, and mail to 1301 Justin Road, Suite 201, PMB 136, Lewisville, TX 75077. Bank transfers (ACH/wire) are accepted for consumer and commercial orders; contact us for details. Purchase orders are accepted on approved accounts.

Yes. At checkout you can split your purchase with Sezzle (4 interest-free payments over 6 weeks, no hard credit check) or Afterpay (4 interest-free installments over 6 weeks, no impact on your credit score). See our Payment & Financing page for details.

Make your purchase at Rescue Supply. If you find a lower price within 24 hours on an identical item (same model, configuration, and condition) that is in stock at an authorized U.S. dealer, email support@rescuesupply.co with a direct link to the competitor’s product page showing the lower price including shipping and handling. Once verified, we refund the difference to your original payment method. Coupons cannot be combined with price-matched orders. Full terms are on the Price Match Guarantee page.

Yes — our quotes department prepares pricing for hospitals, agencies, schools, and businesses every day. Email support@rescuesupply.co, call (800) 239-1797, fax 972-525-0047, or use the institutional quote form.

We offer free shipping on orders over $99 to destinations within the continental U.S. Full details, including how large and freight orders are handled, are on our Shipping & Returns page.

Lead times vary by product, from same day to 1–2 weeks. Each product page shows the lead time for that item. For a specific product, call (800) 239-1797 or email support@rescuesupply.co.

Yes, for certain items. Expedited options and prices are calculated on the cart and checkout pages for the items in your cart. If an expedited method does not show, call us and we will check what is available for your items.

Yes. Add a note in the comments section at checkout with the carrier name (FedEx or UPS only) and your account number. If the account’s billing address differs from the ship-to address, include it in the note as well.

First, check with neighbors or co-workers to see if the package was received there. Then contact our customer service team — we will help track down the package or file a claim with the carrier on your behalf.

Rescue Supply offers a 30-day money-back guarantee. To receive a refund, the product must be unused, resalable, and in its original packaging, returned within 30 days of the order date, with an approved RMA number clearly visible on the package. Call (800) 239-1797 to arrange a return authorization, send the signed return form to support@rescuesupply.co, and provide return tracking information before the returned package arrives. The full policy is on our Shipping & Returns page.

The buyer is responsible for return shipping charges, and outbound (delivery) shipping charges are deducted from the refund. A minimum 20% restocking fee applies to returned items. Orders refused at the delivery address, or returned without contacting us for a return authorization number, incur a 50% restocking fee unless customer service authorized the refusal.

Hygiene and personal-care products are non-returnable — including toileting and bathroom products, body braces, foam cushions, wheelchair cushions, splints, stockings, and medicine preparation products, as these are single-use patient items. Certain manufacturer lines are also non-returnable, including MJM International products and batteries from Enhance Mobility, Mighty Max Battery, and MK Battery. Each manufacturer’s return policy ultimately applies and can override ours, so contact us first for clarification.

Yes — that is what our specialists are here for. Call (800) 239-1797 or email support@rescuesupply.co and tell us what you are trying to accomplish; we will verify specifications, sizing, and compatibility before you order. For wheelchair ramps, you can also email measurements and photos to support@rescuesupply.co for a free layout check, and our Guides & Resources cover the most common buying decisions in depth.

Every product page lists the specifications, dimensions, and lead time for that item. Because product pictures and specifications can vary from the manufacturer, please check with us first before purchasing — especially for large, freight, or configured items — and we will confirm the details for your application.

Start with the 1:12 rule: 12 inches of ramp length for every 1 inch of rise, so a 24-inch rise needs about 24 feet of ramp. The ADA requires that slope for businesses and public buildings; private homes are not ADA-covered, but 1:12 is still the recommended slope. Our Ramp Length Guide and calculator works out the length for your rise and your available space, including landings and switchback layouts.

Pools open to the public — hotels, municipalities, schools, gyms, and HOAs with public or guest access — must provide an accessible entry under ADA §242/1009: one entry for pools under 300 linear feet of pool wall, two for larger pools, with no grandfathering for existing pools. A compliant lift carries at least 300 lb, operates independently without assistance, and stays in place and operational during pool hours. The Pool Lift Buying Guide covers the full specification.

Usually, yes. Ceiling track anchors into the ceiling joists (a minimum of three connection points per section), with straight, curved, and full-room XY layouts available. Where ceiling mounting is not possible, a freestanding gantry system gives the same transfer with no ceiling work. Capacities run from 450 lb to 1,000 lb depending on the model, and a system’s real capacity is its lowest-rated component. See the Ceiling Lift Guide.

Unless otherwise stated, you should assume a product will require some assembly, which Rescue Supply is not responsible for. If assembly matters for your situation, check with us before your purchase and we will confirm what a specific product involves.

Contact customer service as soon as you can at (800) 239-1797 with your order number and a description of the problem (photos help). Defect and warranty handling follows each manufacturer’s policy, and we will coordinate with the manufacturer on the next steps for repair or replacement.

More than 46,000 products across every department we serve: first aid and medical supplies, hospital and clinical equipment, mobility and accessibility (ramps, lifts, wheelchairs, scooters), pool and ADA access, firefighter and EMS gear, police and correctional equipment including behavioral health furniture, industrial safety and training products, and veterinary supplies. Use the Shop by Categories menu at the top of any page to browse by department.

Yes — public safety is one of our core departments. We equip fire and EMS departments with tools, PPE, SCBA, hose and rescue equipment and first responder supplies; law enforcement and corrections with ballistic protection, duty and riot gear, and secure facility products; and behavioral health facilities with structured seating, healthcare beds, and ligature-resistant furniture. Departments can order online or through our quotes department for volume pricing.

Yes — our veterinary department carries more than 5,000 products, including veterinary medical supplies, surgical sutures and instruments, dental tools, orthopedic plates and splints, diagnostic equipment, syringes, and IV catheters. Clinics and practices can order online, and volume or standing orders can be set up through support@rescuesupply.co.

Yes — it is a core part of what we do. Rescue Supply, operated by Prosperity Guard LLC, is a minority-owned Small Business Enterprise set up for secure government procurement, and we serve hospitals and behavioral health organizations, correctional facilities, fire and EMS departments, public safety agencies, educational institutions, and municipalities nationwide.

Send your tax-exempt certificate to support@rescuesupply.co and we will apply your exempt status. Purchase orders are accepted on approved accounts, and our quotes department (support@rescuesupply.co) can set up pricing for repeat or bulk orders.