Frequently Asked Questions

Q: Who is Independent Living Aids?

A: Independent Living Aids, Inc. is the country's oldest privately held mail-order business specializing in products for the blind and visually impaired. We have been creating and distributing products that help people live independent lives for over a quarter of a century!

Q: Is your site accessible to the blind or visually-impaired?

A: Our Web site was designed in complete compliance with the official standards for Web accessibility. And we are certified by the NFB (http://www.nfb.org/seal/cert_list.htm) as a fully accessible site. As a result of our commitment to accessible design, there are a few known issues with older Web browsers. We are working hard to resolve these as well. The site works excellently for low vision and screen reader users in Internet Explorer and very well in Netscape, and will soon be ready for MSN TV as well. If you experience a problem please email webmaster@independentliving.com. Describe the problem and the browser version you are using. We promise to continue to make this site even more accessible so that shopping at independentliving.com for low vision aids and products for the blind will be an easy and enjoyable experience for you.

Q: I am nervous about ordering on the Internet. Is your site secure?

A: Yes! www.IndependentLiving.com is a VeriSign Secure Site. We use SSL security layer for all sensitive information transfers. When you go to check out, you will see the padlock in the lower corner of your browser lock and the 'http://' protocol indicator in the address window, will change to 'https://' indicating a secure connection. Our identity is guaranteed by Verisign, and certified with the Verisign Seal. Again, we want you to feel safe and secure, and shop with comfort as you peruse our site for your low vision needs. For more information, please read our privacy policy.

Q: I still do not want to put my credit card information over the Internet. Can I place my order another way?

A: Yes. If you would still rather give your credit card information to a person, or you need assistance of any kind, please call us toll-free at 800-537-2118 and speak with one of our knowledgeable and friendly Customer Service Representatives. You can also mail your order to: Independent Living Aids, Inc., PO Box 9022, Hicksville, NY 11802-9022. Send a money order or personal check with your order.

Q: What are you shipping options?

A: Standard shipments are sent by UPS & USPS to all 50 states. Second-day or overnight delivery is available at an extra charge, depending on the weight of the shipment (please call for pricing). Additional shipping charges may apply to some items and are indicated next to their price; add this surcharge to the regular S&H charges for the remainder of the order. For more information, see our page on Terms and Policies

Q: How long does it normally take to ship?

A: In stock items usually arrive within 3 to 5 business days of your order. Some items are shipped directly from the manufacturer and may take 2 to 3 weeks.

Q: How can I check on my order status?

A: When you place your first order you are asked to register. Once you have registered you can always click on Order Status to view your current order situation. If you have not registered, and have already placed an order, you will have to delete your 'cookies' in order to be given the opportunity to register again, on your next order.

Q: Why do I get the message that my basket is empty, when I try to checkout, even though there are items in my basket?

A: To shop with us you need to have all cookies enabled.

Q: What different payment options do you offer?

A: Visa, MasterCard, Discover or American Express. And for mail orders, we accept personal checks and money orders. Orders from overseas will be contacted by email or phone; we reserve the right to request a money transfer in order to fulfill those orders.

Q: Does ILA accept purchase orders?

A: Yes. Please call to speak with our Sales Department.

Q: Will I be charged sales tax?

A: Only for sales to an address in the State of New York.

Q: How do I know if you received my order?

A: If you provide your email address when placing your order, you will receive various confirmation emails as your order is processed. You may also call us toll-free at 800-537-2118 and speak with one of our knowledgeable and friendly Customer Service Representatives.

Q: What is ILA's refund/return policy?

A: If any product does not satisfy your needs, it may be returned within 30 days. For more details, please read our Terms and Policies page.

Q: How can I order a catalog?

A: Send an email request, fill out our Information Request form, or call us toll-free at 1-800-537-2118 and speak with one of our knowledgeable and friendly Customer Service Representatives. We'll be happy to send you one, or to send one to someone else for you.

Q: How can I contact ILA?

A: For full contact information, visit our Contact Page.