Question 1

What is the weight of the Roamate with and without the battery? What is the maximum weight capacity?

Accepted Answer

Weight (without battery): 36.6 lbsWeight (with battery): 39.4 lbsMaximum weight capacity: 242.5 lbs (approximately 110 kg)

Question 2

What is the battery capacity? How long is the charging time?

Accepted Answer

Roamate uses a 252 Wh lithium battery, usually takes 3-4 hours to fully charge it.

Question 3

Does the Roamate wheelchair come with a battery?

Accepted Answer

Yes, the Roamate wheelchair comes with a battery included. In some countries, due to logistics regulations and customs requirements, the battery may be shipped separately from the chair. If your chair arrives without the battery, please allow up to 2 additional weeks for the battery to be delivered.PS: If you have any concerns, feel free to contact our support team for assistance.

Question 4

Is assembly required when I receive the Roamate Electric Wheelchair?

Accepted Answer

No, the Roamate Electric Wheelchair arrives fully assembled. It comes in a folded state, you can simply unfold it to start using it right away.

Question 5

Can I take the Roamate Electric Wheelchair on a plane? Can I bring it into the cabin? Can I carry the battery with me?

Accepted Answer

Roamate is equipped with a 252Wh lithium battery, which is generally within the allowable limits for airline transport of mobility devices.In most cases:The battery must be removed from the chair and carried in the cabin.Most airlines allow one battery per passenger, spare battery approval depends on the airline’s specific rules.Airlines may require the battery terminals to be protected and/or placed in a fire-resistant or lithium battery safety bag.The wheelchair itself is typically checked at the gate and stored in the designated mobility equipment area. Storage place and procedures vary by airline and aircraft type.⚠️ Please confirm all requirements directly with their airline prior to travel, including documentation, battery limits, packaging requirements, and advance notification procedures.

Question 6

Can I use my equipment in the rain/water?

Accepted Answer

Roamate has an IPX4 water-resistance rating, which means it can withstand light splashes from any direction. However, it is NOT waterproof and is NOT designed for use in heavy rain or wet conditions.We do not recommend using the chair in rain or on flooded surfaces. If you are caught in light rain, please cover the joystick area with a protective plastic cover and move to shelter as soon as possible.Avoid submerging any part of the chair in water.

Question 7

Where can I find a copy of the manual?

Accepted Answer

You can find the manual inside the box of the Roamate. You can also access an online version here. In addition, we provide step-by-step video tutorials on our YouTube channel, where you can access visual guides for setup, operation, and maintenance.

Question 8

Is Roamate shipped worldwide?

Accepted Answer

We ship worldwide where possible, with fulfillment support from our warehouses in China, the U.S., and the EU to help reduce shipping time for many regions, especially the U.S. and Europe.Shipping medical mobility products like electric wheelchairs can be more complex than standard items due to size, weight, and customs requirements, and not all carriers or countries allow delivery of powered devices without special handling.For most common destinations, you can complete your order directly on our website and the destination will be available at checkout. If you live in a less common or restricted area, please contact our customer service first to confirm whether delivery is available and what shipping options may apply. The exact shipping cost and options will be shown at checkout.Email: services@myroamate.com

Question 9

How much is the shipping fee?

Accepted Answer

United States (mainland): Free shipping(Shipping to Hawaii incurs an additional $180 fee)Rest of the world: up to $100 shipping fee appliesPlease note: the exact shipping cost will be shown on the checkout page. If you have a question, please email customer service at services@myroamate.com

Question 10

When will I receive my Roamate products after placing an order?

Accepted Answer

Orders are typically processed within 3 business days. We will be on holiday from mid to late February.Starting early March, customers in the United States can expect delivery within 1 week of placing an order. From early April, EU orders should arrive within approximately 2 weeks.For the rest of the world, delivery may take up to 8 weeks, depending on your location.Delivery times are estimates and may vary based on local logistics and customs.

Question 11

What's the return policy?

Accepted Answer

We offer a 14-Day (after delivery) Money-Back guarantee on all products purchased directly on this website.If the return is due to a product issue or defect, we will cover the return shipping; If the return is for personal reasons, the customer is responsible for return shipping to our designated place (U.S. customers return to our domestic warehouse).

Question 12

Can I cancel my order?

Accepted Answer

You can cancel your order anytime before it ships. Once it has been dispatched, cancellation is no longer possible, but you may request a return upon delivery in accordance with our return policy.

Question 13

Does the Roamate Electric Wheelchair come with a warranty?

Accepted Answer

Yes, Roamate comes with a standard warranty covering manufacturing defects under normal use.Warranty coverage includes:• Frame: 2 years• Motor: 1 year• Battery: 1 year• Electronic components: 1 yearFor full details, please refer to our official warranty policy.

Question 14

How do I get service for my product?

Accepted Answer

If you experience an issue during the warranty period, please contact our customer support team first. We will begin with remote troubleshooting to identify the problem.Depending on the situation, we may:Send replacement parts along with step-by-step instructions or video guidanceArrange repair through an authorized service partner (where available)Provide a product replacement if the issue cannot be resolvedSpecific solutions depend on the nature of the issue and your location.

Question 15

Do you offer payment plans?

Accepted Answer

Yes, we offer installment payments through Klarna. The available installment options and approval terms are determined directly by Klarna based on your credit profile. To explore this option, simply select Klarna at checkout. Please note that all payment terms and approvals are managed by Klarna, and we do not control their financing decisions.

Question 16

Is Roamate covered by Medicare/Medicaid or other health insurance?

Accepted Answer

Roamate is a newer product and is not currently registered under Medicare (U.S.) or integrated into national reimbursement systems in the EU or other countries.In the United States, Medicare coverage for power wheelchairs generally requires the product to meet specific classification codes (e.g., HCPCS coding) and supplier enrollment requirements. Roamate is not yet enrolled in those programs.In Europe, reimbursement depends on country-specific systems (for example, statutory health insurance in Germany, NHS pathways in the UK, CPAM in France, etc.). Coverage eligibility varies by region, medical classification, and approved supplier status. At this time, Roamate is not formally listed under these national reimbursement schemes.If you are interested in potential coverage, we recommend:1. Contacting your insurance provider or national health authority directly2. Asking what documentation is required (e.g., technical specifications, CE certification, invoice, medical prescription, product classification, etc.)3. Sharing those requirements with usWe will review the requested documentation and provide any available materials to support your application. While we cannot guarantee approval, we are happy to assist where possible.

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