Rosenthal Community Care Services ("RCCS") offers a variety of physical products, digital products, educational materials, professional services, and other resources. This Shipping & Delivery Policy applies primarily to physical merchandise purchased through RCCS.

Because some physical products may be stocked, manufactured, distributed, or fulfilled by independent suppliers, shipping methods, processing times, carriers, and delivery timeframes may vary by product.

1. Order Processing

Physical-product orders generally begin processing after payment has been successfully authorized and the order has passed any applicable fraud, inventory, address, or payment review.

Processing time is separate from shipping or transit time.

Depending on the product and fulfillment source, processing may include:

• Payment verification;
• Inventory confirmation;
• Supplier order submission;
• Picking and packing;
• Customization or special preparation;
• Carrier scheduling; and
• Generation of shipping and tracking information.

Orders placed on weekends, holidays, or outside normal business hours may begin processing on the next applicable business day.

2. Supplier-Fulfilled and Dropshipped Products

Certain RCCS products are fulfilled directly by independent manufacturers, distributors, wholesalers, or dropshipping suppliers.

When a product is supplier-fulfilled, RCCS receives the customer's order and coordinates fulfillment through the applicable supplier. The supplier may ship the product directly to the customer.

Supplier-fulfilled products may have different:

• Processing times;
• Shipping methods;
• Shipping charges;
• Delivery estimates;
• Carriers;
• Warehouses or fulfillment locations; and
• Tracking-update schedules.

RCCS does not control the internal processing speed of independent suppliers or shipping carriers. However, we will make reasonable efforts to assist customers when a shipment appears unusually delayed or encounters a fulfillment problem.

3. Shipping Rates

Shipping charges, when applicable, may be calculated based on the product, supplier, destination, package dimensions, package weight, shipping method, or other fulfillment factors.

Available shipping charges will generally be displayed at checkout or incorporated into the advertised product price when RCCS elects to offer shipping-inclusive pricing.

Certain oversized, heavy, specialized, or supplier-restricted products may be subject to additional shipping, handling, residential-delivery, lift-gate, freight, or other carrier charges.

If an additional charge is required after checkout because of unusual delivery requirements, RCCS may contact the customer before fulfillment for approval.

4. Estimated Delivery Times

Delivery estimates shown on RCCS product pages, during checkout, or in order communications are estimates only unless expressly identified as guaranteed.

Estimated delivery time may include both:

• Processing time — the time required to prepare and submit the order for shipment; and
• Transit time — the time required for the carrier to transport the package after shipment.

Delivery may be affected by circumstances including, but not limited to:

• Supplier inventory availability;
• Carrier volume;
• Weather events;
• Natural disasters;
• Transportation disruptions;
• Holidays;
• Incorrect or incomplete addresses;
• Remote delivery locations;
• Carrier service interruptions; and
• Other circumstances beyond RCCS's reasonable control.

5. Multiple Shipments

An order containing multiple products may arrive in more than one shipment.

This is especially common when products are supplied by different vendors, warehouses, manufacturers, or fulfillment partners.

Customers may therefore receive:

• Separate packages;
• Different carriers;
• Multiple tracking numbers; and
• Packages arriving on different dates.

A partially delivered order does not necessarily mean that remaining items are missing.

6. Tracking Information

When tracking information is available, it may be provided by email, text message, customer account, order-status page, or another electronic method.

Tracking information may not become active immediately after a shipping label is generated. Some carriers require additional time before the package receives its first physical scan.

For supplier-fulfilled products, tracking information may not be available until the supplier transmits it to RCCS or the applicable ecommerce platform.

7. Shipping Addresses

Customers are responsible for providing a complete and accurate shipping address at checkout.

Before submitting an order, customers should verify:

• Recipient name;
• Street address;
• Apartment, suite, unit, room, or building number when applicable;
• City;
• State;
• ZIP code; and
• Any special delivery information reasonably necessary for successful delivery.

RCCS cannot guarantee that a shipping address can be changed after an order has entered processing or has been submitted to the supplier.

Customers should contact orders@rosenthalcommunitycare.com as soon as possible if they discover an address error.

8. Incorrect Addresses, Refused Shipments, and Undeliverable Packages

If a package is returned because the customer provided an incorrect or incomplete address, refused delivery, failed to retrieve the package, or otherwise caused the shipment to become undeliverable, the customer may be responsible for additional shipping or handling charges associated with reshipment.

Original shipping charges may be non-refundable when the carrier has already performed the transportation service.

If the merchandise is returned to the supplier rather than RCCS, any refund may also be subject to the applicable supplier's return and restocking policies.

9. Lost Packages

If tracking shows no delivery and a package appears to be lost in transit, please contact RCCS at orders@rosenthalcommunitycare.com.

RCCS may coordinate with the applicable supplier and/or carrier to initiate a shipment investigation, replacement request, carrier claim, or other available resolution.

Customers may be asked to provide additional information or cooperate with a carrier investigation before a replacement or refund can be approved.

10. Packages Marked Delivered

If carrier tracking indicates that a package was delivered but the customer cannot locate it, the customer should first:

• Check the immediate delivery area;
• Check with household members, staff, front desk personnel, caregivers, neighbors, or building management when appropriate;
• Review carrier delivery photographs or delivery notes, if available; and
• Contact the carrier directly when appropriate.

Customers should then contact RCCS if the package remains missing.

A carrier's confirmed delivery scan may be considered evidence of completed delivery. RCCS may nevertheless assist with reasonable follow-up when circumstances suggest a delivery problem.

11. Damaged Packages or Products

Customers should inspect physical merchandise as soon as reasonably possible after delivery.

If a product arrives damaged, defective, incomplete, or materially different from what was ordered, please contact RCCS promptly at orders@rosenthalcommunitycare.com.

RCCS or the applicable supplier may request:

• Photographs of the product;
• Photographs of the exterior shipping package;
• Photographs of packing materials;
• The shipping label;
• Model or serial information;
• Order information; and
• A description of the damage or defect.

Customers should retain the product and original packaging until RCCS or the supplier confirms whether return, replacement, inspection, or disposal is appropriate.

12. Large, Heavy, or Freight Shipments

Certain products may require freight, oversized-package, curbside, threshold, residential, lift-gate, or appointment-based delivery.

Unless specifically included in the product description or shipping service purchased, delivery does not necessarily include:

• Inside placement;
• Unpacking;
• Assembly;
• Installation;
• Removal of old equipment;
• Removal of packaging materials; or
• Movement of the product to a specific room or floor.

Customers purchasing larger items should review the applicable product listing for delivery details and should ensure that the delivery location is reasonably accessible.

13. Delivery to Care Facilities, Businesses, and Shared Locations

Products may be shipped to residential care facilities, assisted living communities, care homes, businesses, offices, and other shared locations when permitted by the applicable carrier and supplier.

The customer is responsible for ensuring that the recipient location accepts deliveries and that any necessary recipient, facility, room, unit, department, or attention information is included in the shipping address.

Delivery to a front desk, reception area, mailroom, receiving department, staff member, or other authorized person at the delivery address may constitute completed delivery.

14. Shipping Restrictions

Certain products may not be available for shipment to every destination because of supplier limitations, carrier restrictions, product characteristics, legal requirements, or other fulfillment considerations.

RCCS may cancel and refund an order if the applicable supplier or carrier cannot legally or reasonably ship the merchandise to the customer's destination.

15. International Shipping

Unless specifically indicated otherwise during checkout or on the applicable product page, RCCS primarily serves customers within the United States.

If international shipping is offered for a particular product, the recipient may be responsible for customs duties, taxes, brokerage charges, import fees, or other governmental charges imposed by the destination country.

Such charges are generally not included in the RCCS purchase price unless expressly stated otherwise.

16. Backorders and Inventory Changes

Product availability can change between the time an item is displayed online and the time an order is submitted for fulfillment.

If a product becomes unavailable, backordered, discontinued, or otherwise cannot be fulfilled, RCCS may:

• Provide an updated delivery estimate;
• Offer a comparable replacement or alternative when appropriate;
• Allow the customer to continue waiting for the product;
• Cancel the affected item; or
• Issue an applicable refund for the unavailable item.

17. Order Cancellations After Fulfillment Begins

RCCS will make reasonable efforts to process cancellation requests received before shipment.

However, once an order has been submitted to a supplier, entered warehouse processing, been customized, had a shipping label created, or been transferred to a carrier, cancellation may no longer be possible.

If an order can no longer be cancelled, the customer may request a return after delivery if the product is eligible under the RCCS Return, Refund & Cancellation Policy and the applicable supplier's terms.

18. Digital Products and Services

Digital downloads, online courses, electronic documents, templates, tools, consulting services, appointments, training programs, memberships, and other non-physical products are not shipped by mail unless the applicable product description expressly states otherwise.

These purchases may instead be delivered through:

• Email;
• Download link;
• Online account access;
• Course portal access;
• Electronic attachment;
• Scheduled telephone or video appointment;
• On-site service; or
• Another electronic or service-based delivery method.

Customers purchasing digital products or professional services should review the applicable product description and RCCS Return, Refund & Cancellation Policy for separate delivery and cancellation terms.

19. Product-Specific Shipping Terms

Certain products may contain shipping, freight, processing, or delivery terms that differ from this general policy.

When specific shipping or delivery terms are clearly disclosed on the applicable product page, order page, invoice, proposal, or checkout screen, those product-specific terms will control for that purchase to the extent they differ from this general policy.

20. Contact RCCS About an Order

21. Policy Updates

RCCS may update this Shipping & Delivery Policy as our product catalog, suppliers, fulfillment arrangements, shipping carriers, and business operations evolve.

The policy and any product-specific terms in effect at the time of purchase will generally govern that order.