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When you order medical equipment online — especially large items like a nursing bed, a lower limb exoskeleton robot, or a patient lift — one of the first concerns that comes to mind is: what happens if the shipment arrives damaged? At Mona Care, we take shipping damage seriously and have a clear policy in place to protect our customers. This article explains everything you need to know about the Mona Care shipping damage policy, from inspection steps to claim resolution.
Medical and care equipment is not like ordinary consumer goods. Devices such as electric multifunction nursing beds, exoskeleton rehabilitation robots, and patient transfer lifts are precision instruments. Even minor shipping damage can compromise functionality, safety, or hygiene standards. That is why Mona Care has established a structured shipping damage policy designed to give customers peace of mind from the moment an order leaves the warehouse to the moment it is set up and in use.
The most important part of the shipping damage policy begins the moment your package arrives. Before you sign the delivery receipt, take a moment to visually inspect the outer packaging. Look for signs of damage such as crushed corners, punctures, tears, water stains, or any indication that the box has been dropped or mishandled. This is especially critical for heavy equipment like nursing beds and exoskeleton robots, which are shipped on pallets and require careful handling.
If you notice any visible damage to the packaging, you have the right to note it on the delivery receipt before signing. Write down exactly what you observe — for example, "box crushed on left side" or "water damage visible on bottom panel." This documentation is essential if a claim needs to be filed later.
Once the delivery is accepted, do not discard the packaging immediately. Open the box carefully and inspect the actual product inside. Check for dents, scratches, cracks, loose components, or any signs that the equipment may have been impacted during transit. For electronic and motorized equipment such as the Electric Multifunction Rotating Nursing Bed or the Bear Adult lower limb exoskeleton, also test basic functions if it is safe to do so.
If the product itself is damaged, keep all original packaging materials — the box, foam inserts, pallet, and any protective wrapping. These are often required as evidence during the carrier's damage investigation.
Time is critical when it comes to shipping damage claims. Mona Care requires customers to report any shipping damage within 48 hours of receiving the delivery. This window allows the carrier's claim process to proceed without delay. To report damage, contact Mona Care's customer service team directly via email at inquiry@mona-care.com or through WhatsApp at +86 134 8093 2349.
When reporting, provide the following information to help us process your claim as quickly as possible:
Mona Care's shipping damage policy distinguishes between two types of damage:
| Damage Type | Definition | Action Required |
|---|---|---|
| Visible Damage | Damage that is immediately apparent on the outer packaging or product upon delivery | Note on the delivery receipt before signing; photograph and report within 48 hours |
| Concealed Damage | Damage that is hidden inside intact packaging and only discovered after opening the box | Keep all packaging; photograph everything; report immediately upon discovery, within 48 hours of delivery |
Once Mona Care receives your damage report with all required documentation, our team will review the case promptly. Depending on the nature and extent of the damage, resolution may take one of the following paths:
Important: Do not return or dispose of the damaged product until Mona Care provides explicit instructions. The product and packaging may need to be inspected by the carrier as part of the claims process.
Mona Care files insurance claims with the shipping carrier on behalf of the customer. The carrier's investigation typically takes between 5 and 10 business days, though this timeline can vary depending on the carrier and the complexity of the case. During this period, Mona Care's support team will keep you updated on the status of your claim.
For items with significant and clearly documented damage, Mona Care may ship a replacement immediately — without waiting for the carrier's investigation to conclude — so that you are not left without essential equipment.
It is important to understand what the shipping damage policy does not cover. The following situations are outside the scope of the policy:
Based on years of shipping experience with large medical equipment, here are a few practical tips to ensure a smooth process if you ever need to file a damage claim:
If you have received a damaged shipment or have questions about the shipping damage policy before placing an order, Mona Care's team is ready to help. Reach out through any of the following channels:
Mona Care operates from Shenzhen, China and Toronto, Canada, serving customers worldwide with genuine life care products backed by reliable after-sales support.
At Mona Care, we believe that receiving your equipment in perfect condition is part of the care we promise. Our shipping damage policy is designed to be straightforward, fair, and responsive — because when you order a nursing bed, an exoskeleton robot, or a patient lift, what arrives at your door should be exactly what you expect: safe, functional, and ready to make life better.