Image: Pin our boards on Pinterest Image: Follow us on Twitter Image: Follow us on LinkedIN Image: Subscribe to our Channel Image: Like us on Facebook


SHOP NOW

Rika Products

Assessment Tools for Occupational Therapists

Bariatric Products

Bath Safety

Bedroom Aids

Dressing Aids

Drinking Aids

Eating Aids

Hand Aids

Kitchen/Household Aids

Leisure/Recreation Aids

Mobility Aids

Personal Care

Pediatric Adaptive Products

Reachers

Reading/Writing Aids

Silipos Innovative Gel Products for the Feet, Hands and Skin

Tenura Anti-Slip and Grip Products

Therapists, Nurses and Caregivers

SHOP by Condition

Alzheimer's/Dementia

Arthritis

Asthma

Autism

Back Injury

Bariatrics/Obesity

Brain Injury/Cognitive

Cerebral Palsy

Developmental Delays

Hand Weakness

Hip Replacement/Injury

Knee/Leg Injury

Learning Disabilities

Mobility

Multiple Sclerosis

Muscular Dystrophy

Osteoporosis

Parkinson's

Spinal Cord Injury

Stroke

Ecommerce FAQs Bookmark and Share
Thank you for your interest in SP Ableware - Maddak products.  We value your business and take pride in delivering products that improve lives by increaseing confidence and independence.  SP Ableware - Maddak has partnered with Kibo (formerly Shopatron), a powerful ecommerce platform utilized by many leading consumer brands that allows our consumers to shop directly from our website.  All customer orders are fulfilled by authorized SP Ableware - Maddak partners. 
 
The following information is to assist you with quickly resolving any order or product questions which may arise from time to time. 
 
 
Order Questions:
 
Kibo Account
Customer Service
Order Help
Order Update
Order Fulfillment
Fulfiller Contact
Order Cancellation
Return Item
Return Policy
Order Issues
Track Orders
International Orders
 
Product Questions:
 
Product Support
Product Warranty
Warranty Registration
Product Videos
 
 
 
Order Questions:
 

When I set up an account on your website, am I setting it up with Maddak or Kibo?

 

All orders placed via shop.maddak.com require a Kibo account.  Your Kibo account will house all orders and related order information from any manufacturer or fulfiller you have purchased from that uses the Kibo platform for ecommerce.  If you have an existing Kibo account (even if you haven't previously shopped on our website), you will need to sign in to complete your order.  If you do not have a Kibo account, you will be prompted to register for one.
 
Product related questions can be directed to SP Ableware - Maddak or submitted through your Kibo account here, which will then be sent directly to SP Ableware - Maddak on your behalf.  
 
Back to top 
 
 

How do I contact Kibo customer service about an issue with my order?

 
If you have recently placed an order using the Kibo shopping service, need information about Kibo or would like to change your order, there are a number of ways to contact Kibo.  If you have explored the links on your Kibo account page but still need assistance, you can also contact Kibo customer service via Kibo's help center.
 
You can call Kibo customer service at (877) 412-7467.
 
Back to top
 
 

Who do I contact for help placing my order?

 
You can call Kibo for help placing an order at (888) 234-5450 or email them at orders@shopatron.com.
 
Please check your order carefully before clicking the "Submit" button.  An incorrect shipping address may result in additional charges.  For your security, we do not accept telephone orders.  All orders must be placed online.
 
Back to top
 
 

I just placed my order and now I need to make a change.  What do I do?

 
If the order has shipped, it may be possible for a Kibo customer service representative to change the order on your behalf.  You cannot change the order by yourself from your account.  To make a change on your order, whether it be to change the quantity, add an item, or delete/remove an item, you will need to email Kibo customer support
 
 Back to top
 
 

What is the order fulfillment process after an order has been placed?

 
All orders placed via the SP Ablware - Maddak website will be fulfilled by the nearest authorized stocking fulfiller to your location (based on your zip code).  
 
You can expect your orders to ship within 48 hours.  If your item is on backorder, you will receive an email from Kibo customer service indicating when the product will be available for shipoment.  When your item(s) become available, Kibo will process your order according to your selected level of shipping service.  
 
All email communications pertaining to your order (order confirmations, tracking info, etc.) are administered by Kibo.
 
Back to top
 
 

How do I contact the authorized fulfiller who shipped my product(s)?

 
The fulfiller's contact information can be found on the packing slip that came with your order.  You can also view this information online via your Kibo account or at the botttom of your invoice. 
 
If you experience difficulty getting in touch with the fulfiller of your order, please contact Kibo customer support.
 
Back to top
 
 

How do I cancel an order?

 
Most orders are shipped within 48 hours from the time you place your order.  If your order is able to be canceled, you can simply click on the cancel link for the order in your Kibo account
 
If no cancel link is available for your order, it means we are unable to stop the shipment.  Once the order is processed for shipment, your order is no longer eligible for cancellation.  You will need to actually return the item by initiating a return from your Kibo account
 
Back to top
 
 

How do I return an item or items in my order that I just don't want or need?

 
To return an item(s) you no longer want or need, simply log into your Kibo account to initiate a return.  You will receive an email from Kibo with instructions for returning your item.
 
Back to top
 
 

What is your return policy?

 
You can return most new, unopened items in original packaging within 30 days of delivery for a full refund.  
 
Non-Returnable Merchandise:  Elevated toilet seats, personal hygiene and eating products that have been removed from the original packaging cannot be exchanged or returned for credit. 
 
Please note the following:
 
  • You can only initiate a return after your order has been marked as shipped
  • You will receive a refund for the full value of the returned items.
  • Shipping & handling will not be refunded.
  • Credit for returned items will be applied to the credit method that was used to make the purchase within 5-10 business days of the date that the return is accepted by the fulfiller.
  • If a restocking fee will apply to returned items, the amount of the fee is displayed on the final checkout screeen when you complete the order is noted on the packing list included with the order.
  • You may be compensated for return shipping if return is due to a damage or defective item, missing item or wrong item.
 
Back to top
 
 

How do I resolve order issues such as missing, incorrect or defective products?

 

Damaged or defective item:

 

If you receive an item that has been damaged during shipment, or simply does not work, Kibo will work with you to ensure that you are issued a refund or that a replacement product is sent at no additional cost to you.

 

The best way to work out the return for your defective item is to log in-to your Kibo account and contact the fulfiller for your order.  The fulfiller of your order will arrange a call tag or identify some other method to compensate you for the return shipping of the damaged product.  Kibo will get another product out to you as soon as they receive the damaged product. 

 

Missing an item:

 

If you're missing an item from your package, check the order summary in your Kibo account to verify all the items in your order were shipped in the same package with the same carrier. 

 

When you place your order, you may select the option to have products shipped separately.  When this happens, your order will list the separate shipments.  At times, there may be a small increase in shipping fees as we try and accommodate your preference. 

 

If the order summary or packing list indicates that all items should be in a single package, the fulfiller for your order should be contacted immediately.  You can find the fulfiller's contact information on the packing list that came with your order.  You may also view this information online in your Kibo account

 

Wrong item:

 

If you received an item that is different from what you ordered, check the order summary to make sure you ordered the item correctly.  If everything looks accurate, the fulfiller for your order should be contact immediately.  You can find the fulfiller's contact information on the packing list that came with your order.  You may also view this information online in your Kibo account

 
Back to top
 
 

How do I track my order?

 
Retrieve tracking information from the shipment confirmation email you received from Kibo for this order or from your Kibo account page (no log-in needed).  Simply go to your Kibo account page and enter the order # and ship-to-zip code or postal code in the Quick Order Status area.
 
If you do not know your order #, you can log into your account and view order history.  Simply enter the email address and password that you used to create your order, click the log-in button and use the My Orders link to locate your order details.  You can also find your order # on your Kibo order confirmation email that you recieved when placing your order. 
 
Back to top
 
 

Do you accept orders outside of the United States?

 
SP Ableware - Maddak does not currently ship outside of the U.S. 
 
Back to top
 
 
Product Questions:
 

Who do I contact for help with my product?

 
For questions about how to use a Maddak product, please contact us directly by either calling (800) 443-4926 or emailing techsupport@maddak.com.
 
Back to top
 
 

What kind of warranty comes with Maddak products?

 
SP Ableware offers a LImited Warranty on all Maddak products.  You can read the fine print here.
 
Back to top
 
 

How do I register my Maddak Limited Warranty?

 
In certain products you will find a warranty card enclosed.  This allows us to better communicate with you on product updates or changes.  
 
To submit your warranty card, simply add postage and drop completed card in the mail or fax it to (973) 305-0841.
 
If you don't have a warranty card or prefer to register online, please click here.
 
Back to top
 
 

Do you have product demonstration videos that how how to use your products?

 
Yes, you can find our how-to videos on our YouTube page here
 
Back to top