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Frequently Asked Questions

Access Trax is proudly manufactured in the U.S.A.

Who We Are:

Access Trax is a woman-owned, award-winning social impact company based in San Diego, California. The Access Trax pathway was invented by two occupational therapists passionate about making the outdoors and recreation more accessible for all. We are also dedicated to accessibility advocacy, volunteerism, and inspiring the next generation of problem solvers.

 

How to Order:

We work with each individual and organization on a personal level to understand your needs. To order, please request a quote or choose one of our “buy now” options on the website if one of those bundles fits your needs. Bundles include 5 mats, 10 mats, and 20 mats on our website. For international orders, please request a quote. For US government and school orders: if you need to use a Purchase Order, please use our quote request form and communicate that in the notes.

 

Payment:

For quote requests, we will send you an emailed quote and if you accept, you’ll receive the invoice. For the “buy now” options on our website, you can pay directly through our shopping cart using the payment processing platform Stripe. We gladly accept payment via cash, credit card, check, Zelle, ACH, PayPal or Venmo (@accesstrax). Our payment processing platform Quickbooks Online accepts Visa, Mastercard, Discover, American Express, Apple Pay, PayPal and Venmo. For US government and schools: we do accept Purchase Orders in most cases. Simply submit a quote request and write in the notes you’d like to use a PO for the order. Please contact us if you have any questions.

Image shows black and white logos of credit cards: VISA, Mastercard, American Express, Discover, JCB, and Union Pay

 

Shipping:

Yes, we ship internationally! Please note that for customers outside the USA, you may be billed separately for any import duties and tax. A tracking number will be sent via email when your order has shipped. In most cases, your order is shipped in a box and delivered right to your business or home. For large orders, we are able to ship via freight on a pallet.

 

Order Lead Times:

Lead times may vary due to inventory availability and order size. Please note there is a 5 panel order minimum. If you have a special delivery date request please let us know and we will do our best to accommodate you. 

 

Warranty Information:

Access Trax, LLC guarantees the Trax mats are free from defects in material and workmanship under normal use, recommended storage, and proper installation in accordance with Access Trax’s instructions by Client for a period of 180 days from date of first shipment to the original owner. See full warranty under terms of sale.

 

Return Policy:

We are a humble small business and only accept returns at this time of unopened original boxes of unused mats within 21 days of delivery at our discretion. Please contact us in writing before initiating any return- we want to work with you to fully understand each unique situation. Access Trax, LLC is not responsible for return shipping and does not reimburse original delivery costs. If the product you received is damaged, you may be asked to return the product to us within 21 days of delivery so we may fix the problem. For damages that occurred during shipping, we will work with you to file the shipping insurance claim and send you a replacement order for free as soon as possible. Please see terms of sale for more information. For more information please contact us at kelly@accesstraxsd.com

 

Cancellation Policy:

For product sales: Because the product is made to order, we are unable to cancel orders once manufacturing has begun. We apologize for any inconvenience and appreciate your understanding and support of our small business. That being said, we value each and every person’s unique story. If there is any way that we can modify or cancel your order if needed, we will try to work with you.

For event rentals: If your event is cancelled and we are notified at least 21 days before the scheduled rental, we are happy to refund any rental deposits in the form of original payment. Please refer to your specific event rental agreement for more information.

 

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