What to Do If Your Equipment Arrives With Missing Parts

Receiving new home medical equipment is an important step toward improving comfort, mobility, and independence. However, it's not uncommon for customers to discover that a package is missing hardware, accessories, or other components needed for assembly.

If this happens, don't panic. In many cases, the issue can be resolved quickly without returning the entire product.

Inspect the Shipment Before Opening Everything

Before discarding the packaging, carefully inspect all boxes and shipping materials.

Many manufacturers package small parts separately inside:

  • Plastic bags

  • Foam inserts

  • Cardboard compartments

  • Accessory boxes

  • Seat cushions or storage baskets

Small hardware kits can easily be overlooked during unpacking.

Verify That All Boxes Have Been Delivered

Large medical equipment is often shipped in multiple boxes.

For example:

  • Hospital beds may arrive in two or three separate packages.

  • Mobility scooters are frequently shipped with the seat in a separate box.

  • Patient lifts may include accessories in an additional carton.

  • Lift chairs can be delivered in multiple packages depending on the model.

Before reporting missing parts, check your tracking information to confirm that every package has been delivered.

Compare the Contents With the Packing List

Most manufacturers include:

  • A packing list

  • An owner's manual

  • A parts diagram

Compare the contents of your shipment with the included documentation to identify exactly which parts are missing.

Having the correct part numbers will make contacting the seller much easier.

Check for Shipping Damage

Sometimes parts are not actually missing—they may have become damaged during shipping.

Inspect:

  • The outer box

  • Torn packaging

  • Broken seals

  • Crushed corners

  • Opened cartons

If the package appears damaged, take clear photographs before disposing of the packaging.

Contact the Seller or Manufacturer

If parts are genuinely missing, contact the retailer or manufacturer as soon as possible.

Be prepared to provide:

  • Your order number

  • Product model number

  • Photos of the equipment

  • Photos of the packaging

  • A list of the missing parts

Most companies will ship replacement components once the missing items have been verified.

Do Not Attempt Improvised Repairs

Never substitute missing hardware with screws, bolts, or brackets from another product.

Medical equipment is engineered with specific fasteners and safety components.

Using incorrect parts may:

  • Affect stability

  • Damage the equipment

  • Void the manufacturer's warranty

  • Create safety risks for the user

Always use genuine replacement parts supplied by the manufacturer.

Should You Begin Assembly?

If only a cosmetic accessory is missing, limited assembly may be possible.

However, if any structural, electrical, or safety-related components are missing, it is best to wait until the correct replacement parts arrive before completing assembly.

This includes items such as:

  • Bed rails

  • Lift actuators

  • Batteries

  • Casters

  • Safety pins

  • Locking hardware

  • Frame supports

  • Control boxes

Attempting to operate incomplete equipment is not recommended.

How Professional Technicians Can Help

If you're unsure whether your equipment is complete, a professional technician can often identify missing components before assembly begins.

At MedTech Installation, our technicians inspect the equipment upon arrival and can:

  • Verify that all major components are present

  • Identify missing hardware or accessories

  • Determine whether assembly can safely proceed

  • Advise you on the next steps before installation

This helps avoid unnecessary delays and ensures the equipment is assembled safely.

Prevent Delays Before Your Appointment

To help ensure a smooth installation, we recommend:

  • Keeping all original packaging until assembly is complete.

  • Storing all hardware and accessories together.

  • Verifying that every shipment has arrived.

  • Reviewing the packing list before your technician arrives.

A few minutes of preparation can save time and prevent rescheduling.

Final Thoughts

Missing parts can be frustrating, but most situations can be resolved quickly by identifying the missing components and contacting the retailer or manufacturer.

Never attempt to substitute critical hardware or operate incomplete medical equipment. Waiting for the correct replacement parts helps ensure your equipment remains safe, reliable, and covered by the manufacturer's warranty.

At MedTech Installation, we inspect every piece of equipment before assembly and help homeowners identify missing components before installation begins.

Need Help Identifying Missing Parts?

If you're not sure whether your equipment is complete, simply send us the model number, photos of the equipment and packaging, or a link to the product page. We'll help you determine whether it's ready for assembly and advise you on the best next steps.

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