FAQs

Is the item covered by my insurance or Medicaid / Medicare?

Unfortunately we are unable to tell you if an item would be covered by your insurance as Heartway is only the manufacturer and does not sell direct to the retail public. Please contact one of our DME providers and they will be help to assist you with any questions about coverage or reimbursement.

I am looking to purchase an item or part (not under warranty), do you sell direct?
Heartway USA does not sell direct to the retail public. If you have access to the internet, you may find an authorized Heartway USA provider and make your purchase. Click here for a list of local and online providers.

What is included under the (limited) lifetime warranty?
Per our limited warranty policy, the warranty does not extend to non-durable components, such as rubber accessories, wheels, and plastic parts, which are subject to normal wear and need periodic replacement. In addition, the warranty does not cover device failure due to owner misuse or negligence.

As the manufacturer & distributor only, all warranty claims are serviced through our provider network.
If your original provider is out of business or has moved, then you may take the item to your nearest local provider for assistance. You may find a list of providers HERE.

What is the warranty on batteries for a powered mobility product and how long should they last?
Batteries on power mobility are covered under warranty for six (6) months from the date of purchase. Battery life is dependent on temperature, weight of the user, amount of daily use and how well the batteries have been maintained. Depending on conditions, batteries can last as little as six (6) months and sometimes up to two (2) years.