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Terms & Conditions

Last updated: August 27, 2026

1. Agreement to these terms

These Terms and Conditions (“Terms”) govern your access to and use of avistamedical.com and any related pages, tools, and services (the “Site”), and your purchase of products and services from Avista Medical Supplies, a d/b/a of White Aid Medical Supply Inc. (“Avista,” “we,” “us,” “our”).

By using the Site or placing an order, you agree to these Terms. If you do not agree, do not use the Site.

We may update these Terms at any time. Changes take effect when posted with a revised “Last updated” date. Material changes will be noted on the Site. Your continued use after changes are posted means you accept the revised Terms. The Terms in effect at the time you place an order govern that order.

2. Who may use the Site

You must be at least 18 years old and able to form a binding contract. The Site is intended for users in the United States. We do not knowingly collect information from children under 13.

You may use the Site only for lawful purposes. You agree not to: interfere with or disrupt the Site or its security; use automated tools to scrape, harvest, or copy content; attempt to gain unauthorized access to any account, system, or data; upload malicious code; or misrepresent your identity or affiliation.

3. Not medical advice

Avista sells medical equipment and supplies. We do not provide medical advice, diagnosis, or treatment.

Product descriptions, specifications, fit guidance, sizing tools, the Care Concierge assistant, and any other content on the Site are provided for general informational purposes only. They are not a substitute for the judgment of a licensed physician, therapist, or other qualified healthcare professional.

Always consult your healthcare provider before purchasing or using medical equipment, and follow the manufacturer’s instructions and any prescription or clinical directions you receive.

If you believe you are experiencing a medical emergency, call 911.

You are responsible for confirming that any product you purchase is appropriate for your condition, environment, and physical capabilities.

4. Prescription items

Certain products require a valid prescription or physician’s order under federal or state law. Products requiring a prescription are marked on the Site.

For these items, we cannot ship until we receive a valid, current prescription or order from a licensed prescriber. You may upload it during checkout or afterward, or authorize us to request it from your prescriber. Orders awaiting a prescription are held, not canceled, and no equipment ships until documentation is received and verified.

We may decline or cancel any prescription-item order if the documentation is incomplete, expired, or cannot be verified. We will refund any amount charged for an order we cancel for this reason.

5. Products, descriptions, and availability

We work to describe products accurately, including dimensions, weight capacities, and specifications. However, we do not warrant that product descriptions, images, colors, pricing, or other content are complete, current, or error-free. Manufacturers may change specifications without notice.

Product images may be representative. Accessories shown are not included unless listed under “In the box.”

Availability is not guaranteed. We may limit quantities, discontinue products, or decline any order. If an item you ordered becomes unavailable, we will contact you to offer a substitute, a backorder, or a refund.

Because all sales are final (see Section 9), please confirm before ordering that the product’s size, weight capacity, and clinical suitability are right for you. If you are unsure, call us at 800-929-5044 before you order and we will help you choose.

6. Pricing and payment

All prices are in U.S. dollars and exclude applicable sales tax, which is calculated at checkout where required.

We make every effort to display accurate prices. If a product is listed at an incorrect price due to a typographical, system, or supplier error, we reserve the right to cancel the order and refund you in full, whether or not the order has been confirmed. We will contact you before doing so.

Card payments are processed by our payment processor. We do not store full payment card numbers on our systems. By submitting payment information you represent that you are authorized to use the payment method.

Many products qualify for payment with FSA and HSA funds. Eligibility depends on your plan and, in some cases, on documentation from your provider. Confirming eligibility is your responsibility; we can supply an itemized receipt on request.

7. Orders and acceptance

Your order is an offer to purchase. A confirmation email acknowledges receipt but does not constitute acceptance. We accept your order when we ship it or, for white-glove delivery, when we schedule it.

We may refuse or cancel any order, including for suspected fraud, pricing errors, unavailability, inability to verify a prescription, or delivery outside our service area.

8. Delivery

Delivery methods

Each product is delivered by one of the following methods, indicated on the product page:

  • Standard shipping (3–5 business days): shipped by UPS or FedEx, insured and tracked, to the address you provide. Assembly is not included; assembly instructions are included with the product.
  • Next-day white-glove: delivered by our own team within our service area, brought into the home, assembled, tested, and set up, with packaging removed. Removal of your old equipment is available on request.
  • White-glove (3–5 business days): the same in-home service on a longer timeline, typically for special-order or oversized items.

Service area

White-glove delivery is available only in ZIP codes we serve. Our ZIP checker on the Site provides the current answer for your address. Outside those areas, orders ship by carrier.

Timing

Delivery estimates are estimates, not guarantees. Delivery windows depend on order cutoff times, product availability, prescription verification, weather, carrier performance, and access at the delivery address. We are not liable for delays outside our reasonable control.

Your responsibilities

You must provide a complete, accurate address and a working phone number, ensure someone 18 or older is present to receive and sign for delivery, and ensure safe, legal access — including clear pathways, adequate doorway and stairway clearance, and any building permissions or elevator reservations required. If our team cannot complete a delivery because access is inadequate or no one is present, a re-delivery fee may apply.

Expert setup (where offered)

For some products delivered outside our white-glove service area, we offer optional in-home assembly performed by a third-party service provider for an additional fee. That provider is an independent contractor, not our employee. We coordinate scheduling; the provider performs the work. Our liability for third-party setup services is limited to the amount you paid for the setup service.

Risk of loss passes to you upon delivery.

9. All sales final

All sales are final. We do not accept returns or exchanges.

Avista supplies home medical equipment and personal medical supplies. For health, hygiene, and patient-safety reasons — and consistent with regulations governing medical equipment suppliers — products that have been dispensed to a patient cannot be restocked, resanitized, or resold. Once an order is placed and processed, it cannot be returned for a refund or exchanged.

Please confirm your selection before ordering. Size, weight capacity, fit, and clinical suitability are your responsibility to verify. If you have any doubt about which product is right for you, call us at 800-929-5044 before ordering — our team will help you choose, at no charge. We would much rather spend ten minutes on the phone first than have you receive something that is not right.

Canceling an order

If you need to cancel, call us immediately at 800-929-5044. If the item has not yet shipped and no delivery has been dispatched, we will cancel the order and refund any amount charged. Once an item has shipped or a delivery crew has been dispatched, the sale is final.

Damaged, defective, or incorrect items

This is the exception, and we will always make it right. If an item arrives damaged, is defective, or is not what you ordered, contact us and we will repair, replace, or refund it at our option, at no cost to you.

  • Inspect your delivery on arrival and report visible shipping damage within 48 hours.
  • Report a defect or an incorrect item within 30 days of delivery. Photographs help us resolve it faster.
  • Manufacturer warranties apply in addition to this section, and we will help you pursue a warranty claim for the life of the warranty.

Rental and insurance-billed equipment

Rental equipment remains our property and must be returned to us when it is no longer needed or when service ends; this is not a return for refund. Equipment provided through your insurance benefits is governed by your plan’s rules and applicable regulations rather than by this section.

Nothing in this section limits any rights you have under applicable consumer protection law that cannot be waived.

10. Insurance billing

Some products may be billed to Medicare, Medicaid, or commercial insurance instead of paid by card. When you select “Use my insurance,” you are not placing a paid order. You are submitting a request for insurance verification, and no charge is made at that time.

We will verify your coverage and contact you to confirm what, if anything, your plan covers and what your out-of-pocket responsibility will be before any equipment ships. Coverage statements on the Site describe what is typically covered and are not a guarantee of payment by your plan. Final coverage determinations are made by your insurer.

Insurance orders are subject to your plan’s rules, including documentation requirements, prior authorization, medical necessity criteria, and supplier network status. You are responsible for copays, coinsurance, deductibles, and non-covered amounts as determined by your plan.

Insurance claims are processed through our billing systems and are governed by our Notice of Privacy Practices and applicable law, not by these Terms alone.

11. Care Concierge and automated tools

The Site offers an AI-powered assistant and tools including a fit checker and a room visualization feature. These tools:

  • provide product guidance only and never medical advice;
  • may produce incomplete or inaccurate results, and should be verified against product specifications and your healthcare provider’s guidance;
  • generate approximate visualizations that are illustrative, not to scale, and not a substitute for measuring your space;
  • process any photos you upload solely to produce your visualization; those photos are not stored after processing.

Do not enter sensitive health information into the assistant. Use of these tools is at your own risk.

12. Text messaging (SMS)

These terms apply to Avista’s text messaging program and are in addition to the rest of these Terms.

What we send

Avista offers customer care and service communication by SMS. Messages may include responses to your questions, order and insurance verification updates, delivery and scheduling information, resupply reminders, and other support related to equipment and services you have requested. We do not send marketing or promotional text messages without separate consent.

Opting in

You consent to receive text messages from Avista by providing your mobile number on our website form, by requesting texts in writing, or by giving your permission to a member of our team. Consent is optional and is never a condition of purchase.

Opting out and getting help

You may opt out at any time by replying STOP to any message from the number you received it from. We will stop sending messages to that number. For help, reply HELP to the same number or call 800-929-5044.

Frequency, rates, and delivery

Message frequency varies based on your order and your requests. Message and data rates may apply according to your mobile plan. Mobile carriers are not liable for delayed or undelivered messages.

Your responsibilities

  • Provide accurate information, and only a mobile number that belongs to you or that you are authorized to use.
  • Tell us if that number changes or is no longer yours.
  • Text messaging is not a secure channel — please do not send detailed medical information by text.

Privacy of your messages

We respect your privacy and do not share the content of your text messages or your contact information with third parties for their own use. No mobile information will be shared with third parties or affiliates for marketing or promotional purposes. Information sharing with subcontractors who provide support services, such as customer service providers, is permitted. All other use case categories exclude text messaging originator opt-in data and consent; this information will not be shared with any third parties.

For full details, see our Privacy Policy.

13. Accounts

If you create an account, you are responsible for the accuracy of your information and for all activity under your account. Sign-in links sent to your email address are personal to you; do not share them. Notify us promptly at support@avistamedical.com of any unauthorized use.

We may suspend or terminate an account for violation of these Terms, suspected fraud, or abuse of the Site or our staff.

14. Intellectual property

The Site and its contents — including text, graphics, logos, photographs, video, page design, software, and the “Avista Medical Supplies” and “Driven by Care” marks — are owned by White Aid Medical Supply Inc. or its licensors and are protected by copyright, trademark, and other laws.

You may view and print Site content for your personal, non-commercial use. You may not reproduce, distribute, modify, publicly display, or create derivative works from Site content without our prior written permission. Manufacturer names, product images, and trademarks are the property of their respective owners.

15. Third-party links and services

The Site may link to or rely on third parties, including payment processors, shipping carriers, assembly service providers, and manufacturer sites. We do not control and are not responsible for their content, practices, or performance. Your dealings with them are between you and them.

16. Disclaimers

EXCEPT AS EXPRESSLY STATED IN THESE TERMS AND EXCEPT FOR MANUFACTURER WARRANTIES PROVIDED WITH PRODUCTS, THE SITE AND ALL PRODUCTS AND SERVICES ARE PROVIDED “AS IS” AND “AS AVAILABLE,” WITHOUT WARRANTIES OF ANY KIND, EXPRESS OR IMPLIED, INCLUDING IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, AND NON-INFRINGEMENT.

We do not warrant that the Site will be uninterrupted, secure, or error-free, or that any product will meet your particular medical needs.

Some jurisdictions do not allow the exclusion of certain warranties; in those jurisdictions, our warranties are limited to the minimum extent permitted by law. Nothing in these Terms limits any non-waivable rights you have under applicable consumer protection law.

17. Limitation of liability

TO THE MAXIMUM EXTENT PERMITTED BY LAW, WHITE AID MEDICAL SUPPLY INC., ITS OFFICERS, EMPLOYEES, AND AGENTS WILL NOT BE LIABLE FOR ANY INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, OR PUNITIVE DAMAGES, OR FOR LOST PROFITS, LOST DATA, OR LOSS OF GOODWILL, ARISING FROM OR RELATING TO THE SITE, ANY PRODUCT, OR THESE TERMS.

OUR TOTAL LIABILITY FOR ANY CLAIM ARISING FROM OR RELATING TO THE SITE OR A PRODUCT WILL NOT EXCEED THE AMOUNT YOU PAID FOR THE PRODUCT OR SERVICE GIVING RISE TO THE CLAIM.

These limitations do not apply to liability for death or personal injury caused by our negligence, for fraud, or for any other liability that cannot be excluded or limited under applicable law.

18. Indemnification

You agree to indemnify and hold harmless White Aid Medical Supply Inc. and its personnel from claims, damages, and reasonable expenses arising from your breach of these Terms, your misuse of a product contrary to its instructions or your provider’s guidance, or your violation of law or the rights of a third party.

19. Governing law and disputes

These Terms are governed by the laws of the State of New York, without regard to conflict-of-laws principles. Any dispute will be brought exclusively in the state or federal courts located in Kings County, New York, and you consent to their jurisdiction — except that either party may bring an individual claim in small claims court.

20. General

If any provision of these Terms is held unenforceable, the remainder stays in effect. Our failure to enforce a provision is not a waiver. You may not assign these Terms; we may assign them in connection with a merger, acquisition, or sale of assets. These Terms, together with our Privacy Policy and our Notice of Privacy Practices, are the entire agreement between you and us regarding the Site.

21. Contact

Avista Medical Supplies (White Aid Medical Supply Inc.)
674 Myrtle Avenue, Brooklyn, NY 11205
Email: support@avistamedical.com  ·  Fax: 718-232-3243