Service & Repair FAQ

Getting Started

• What types of equipment can I request service for?

  Power wheelchairs, mobility scooters, lift chairs, patient lifts, hospital beds, rollators, walkers, vehicle lifts, stair lifts, and other durable medical equipment. We accept service evaluation requests for most DME categories.
• Do I need to have purchased my equipment from Gilgal?

  No. We accept service requests for equipment purchased from Gilgal or other retailers. Acceptance of the request does not guarantee that we can service the equipment.
• How do I request service?

  Complete the online service request form at gilgalmedical.com/pages/request-service. You can also call us at (855) 228-3625.
• What information should I provide?

  Your name and contact information, service location ZIP code and state, equipment type, manufacturer and model if known, a description of the problem, and optionally any photos or supporting documents that help illustrate the issue.

Warranties, Parts & Costs

• What is the difference between a manufacturer warranty and a paid repair?

  A manufacturer warranty is an obligation of the manufacturer, subject to its terms and conditions. Gilgal may help you identify and contact the appropriate service channel, but manufacturer warranty coverage is determined by the manufacturer, not by Gilgal.
• Are parts included in a repair?

  Applicable parts and labor may be quoted separately depending on the service arrangement. Parts coverage may apply if the work is covered under a manufacturer warranty or service plan.
• Are there diagnostic or service charges?

  Any applicable diagnostic, service, labor, parts, travel, or other charges will be discussed before paid service is authorized. We will not proceed with paid work without your approval.
• What if I only need a replacement part or battery?

  You may be able to purchase replacement parts, batteries, or accessories directly. Contact our team at (855) 228-3625 or browse our catalog for available items.

Service Availability & Location

• Does Gilgal provide in-home service?

  Available service options vary by equipment type and location and may include remote troubleshooting, referral, drop-off, or technician service where available.
• What areas does Gilgal's service program cover?

  We accept service requests from customers nationwide for evaluation. Actual service availability depends on equipment type, location, and available service options.
• How quickly will someone contact me?

  Our team will review your request and contact you regarding available next steps. Response times vary.

Shipping & Drop-Off

• Can I bring my equipment to a Gilgal store?

  Please do not bring equipment to a store location without first contacting us. Our team will provide instructions if a drop-off is appropriate for your situation.
• Can I ship my equipment to Gilgal?

  Do not ship equipment to Gilgal without specific authorization and shipping instructions from our team. Submitting a service request starts the process; we will advise on next steps if shipping is appropriate.

After You Submit

• What happens after I submit a request?

  Our team reviews your request and may contact you for additional information. We will follow up to discuss what options are available for your equipment and situation.
• Is submitting a request a guarantee of repair?

  No. Submitting a service request is a request for evaluation only. Gilgal will review your information and contact you to discuss whether and how we can assist.
• How is payment handled for paid service?

  Any applicable charges will be discussed before paid work is authorized. Customer approval is required before paid service proceeds.