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Frequently Asked Questions
General
Products
Shipping & Return
Warranty & Support
Payment
Are there any promotions or coupons?
Yes. We offer promotions, discount codes, or special deals.
What should I do if there are after-sales problems?
For any after-sales inquiries, please contact our customer service team by emailing support@kerdom.com with your order number and a description of the issue.
We will provide troubleshooting assistance, replacement parts, repairs, or warranty service based on the specific circumstances.
Where can I see my order status?
Once your order ships, a tracking number will also be sent to your email.
You can view your order status by logging into your account on our website.
Can I change the order product or information?
Of course, but only before the order is shipped, usually within 24 hours after you get the order number,you can send a request to support@kerdom.com to change the product or shipping information, and we will help you change it immediately.
How do I know that the order has been successfully placed?
When your payment is successful, you will automatically receive an order confirmation email in the mailbox you left, containing the order number with “#”.If you still fail to receive it within 24 hours after the payment is successful, please contact support@kerdom.com for help.
Can I cancel an order for personal reasons?
Of course, you may cancel your order before the item is shipped.
1. If you have not yet received a shipping notification, you may contact customer service via email to cancel or modify your order. Customer service will assist you within 24 hours of receiving your email.
2. If you have already received a shipping notification, please note that orders cannot be canceled or modified at this stage. Please wait patiently for your package to arrive. You may choose to keep the item or contact us to process a return and refund, and the return policy will apply instead.
What is the weight of the electric wheelchairs?
DX08: 25.8 Lbs (without battery)
DX07: 36.5 Lbs (without battery)
DX06/DX05 Pro/DX05: 58 Lbs (without battery)
DX04: 33 Lbs (without battery)
Battery: Weight 4 Lbs for Each
What is the weight capacity of an electric wheelchair?
351-450 Lbs: DX06/DX05 Pro/DX05
Under 350 Lbs: DX08/DX07/DX04/DX02/DX01
What is the weight of the mobility scooters?
The Fold-Flat: 38 Lbs without the Battery
MS001: 39 Lbs without the Battery
Can Kerdom electric wheelchairs be taken on an airplane?
Yes—Kerdom electric wheelchairs can be carried on board, but must comply with airline and Federal Aviation Administration regulations to ensure a smooth journey.
What is the assembly level of the electric wheelchairs?
Our electric wheelchairs arrive mostly assembled and ready to use.No complex tools or technical skills are required.
In most cases, customers only need to:
1.Unfold the wheelchair
2.Install or adjust the footrests (if removed for shipping)
3.Insert and secure the battery
4.Check that all parts are properly locked in place
The entire setup typically takes 3–5 minutes.
Each wheelchair includes clear instructions, and our customer support team is always available if assistance is needed.
Do you provide an installation video or manual?
Yes. Each wheelchair includes a user manual, and we also provide installation or setup videos online. Our customer support team is available if you need further assistance.
How do I charge the wheelchair, and how long does it take to fully charge?
The wheelchair can be charged by plugging the charger into a standard household outlet. A full charge typically takes 6–8 hours, depending on the battery capacity and remaining power.
What safety precautions should I be aware of when using the electric wheelchair?
- Always ensure the wheelchair is fully unfolded and locked before use
- Avoid steep slopes, stairs, or uneven surfaces beyond the recommended limits
- Do not exceed the maximum weight capacity
- Turn off the power before getting in or out of the wheelchair
Is the electric wheelchair suitable for elderly or mobility-impaired people to operate independently?
Yes. Kerdom electric wheelchairs are designed with simple controls and are suitable for elderly users or people with limited mobility. However, first-time users are advised to practice in a safe environment.
Are these electric wheelchairs suitable for outdoor or indoor use? Can it be used on uneven surfaces (such as grass or gravel roads)?
Our electric wheelchairs are suitable for both indoor and outdoor use, including homes, shopping areas, and paved outdoor paths.They can handle uneven surfaces such as short grass or compacted gravel. However, for safety reasons, we do not recommend prolonged use on rugged or highly uneven terrain.
Where can i buy a replacement battery?
You can purchase batteries for the DX07/DX05/DX04 models at our store. Batteries for other models are currently in preparation.
What is your return policy?
Kerdom wheelchairs can be returned hassle-free within 60 days of delivery by contacting customer service, provided the product remains in resalable condition.
How long will my order be shipped?
Kerdom ships via FedEx or UPS, with estimated delivery within 3-7 business days.
Is the order free shipping?
Yes! Free shipping is available in the U.S.
How can I track my order's delivery progress?
Once your order has been shipped, you will receive an email with the logistics notification. The email will include the carrier, tracking number, and tracking link.
You also can track your order at https://kerdom.com/apps/track123
My Track & Trace link is not working
When you receive our Track & Trace email, it means that your order has left our warehouse.If your Track & Trace does not update within 24 hours, please contact our Customer Service Team.（Except weekends!）
How to make changes to your delivery?
Not at home during the expected delivery date or do you want to change the delivery address? You’ll need to check your current order status in your account, to know who to contact.
If your order status is before ‘Shipped’: Contact support@kerdom.com
If your order status is after ‘Shipped’: Contact our delivery partner. You can find their contact information in the email we sent you to confirm we had shipped your order.
Can I choose my delivery date and/or time?
It’s not possible for you to choose/change the delivery date and time.But if you are not convenient to receive the order, you can contact us to postpone the shipment of this order for you before shipping!
Have not received my product.
You can check the logistics details of your order on the order tracking page.
If your package is still in transit, please be patient for a few days and it will arrive soon!
If your parcel shows being returned to the sender, it may be because the parcel is overweight, not picked up in time or the courier cannot find your address!
You need to contact support@kerdom.com to confirm the specific situation!
If the logistics shows that the product has been delivered, but you have not received it, please contact us within 7 days to investigate the exact situation!
How about the Kerdom warranty?
All products purchased at kerdom.com come with a complimentary warranty. Warranty periods vary depending on the specific product components. For detailed information, please refer to our warranty policy .
How can I contact customer support?
You can reach us through:
Email: support@kerdom.com
Phone: +1(775)572-5299
Live Chat: Mon-Sun 9:00AM - 5:00PM (EST)
Is there an installment payment option?
Yes. We offer installment payment options through selected payment providers (such as Klarna). Available options will be displayed at checkout.
Which payment methods does Kerdom accept?
We accept major payment methods, including:
- Credit & Debit Cards (Visa, MasterCard, American Express, etc.)
- PayPal
- Klarna Financing
Payment options may vary depending on your location.
Why is my card being declined?
Card payments may be declined for several reasons, including:
- Incorrect card details
- Insufficient funds or credit limit
- Bank security or fraud prevention restrictions
- Card not enabled for international or online transactions
We recommend contacting your card issuer or trying an alternative payment method.
Do I need to pay customs duties or shipping fees?
For all the available shipping regions, there will not be further tax requirements, the product price has included the shipping and the tax.
