Frequenty Asked Questions (FAQ)

On this page, we answer some of the questions frequenty asked by our customers,

SALES RELATED QUESTIONS

Q: Do you have a showroom?

Yes, our address and opening hours are listed on the Contact Us page. You can walk in to try most of our wheelchairs, mobility scooters, and electric wheelchairs during opening hours—no appointment needed.

 

Q: Can I rent a wheelchair, mobility scooter, electric wheelchair, rollator, or ramp when I visit Singapore?

Unfortunately, our company does not offer rental services. You can find other companies providing such services by searching on Google.

 

Q: Do you have stock for ___ ?

Generally, if a product is not marked as "Sold Out" on our website, it is in stock. However, there are a few exceptions:

Pre-orders: Sometimes, we're out of stock but offer a discount for pre-orders. This will be clearly indicated on the product page,

Simultaneous orders: Occasionally, two or more customers may order the last unit of a product before we can update the website. While rare, it can happen.

Consumables and Accessories: We strive to keep our stock status updated for core items such as mobility scooters, motorized wheelchairs, wheelchairs, rollators, ramps, batteries, and chargers. However, some non-core items, such as consumables, accessories, and walking sticks, are drop-shipped from other local distributors, and they may not inform us if they run out of stock. These can be identified with the sentence on the product page: ** ONLINE exclusive item. No viewing is available. **.

 

Q: Are there any discounts of subsidies for seniors and medical workers?

All discounts and promotions are listed on our website, so please refer to our site for the best prices.

Regarding subsidies, our company is an official supplier under the Senior's Mobility and Enabling Fund (SMF). We offer over a dozen pre-approved models of electric wheelchairs and mobility scooters in the SMF catalog. Please note the model you want and follow the steps listed on the AIC website to apply:

Steps to apply for SMF Subsidy for Personal Mobility Aids (PMA)


Q: How long does delivery take?

For motorized wheelchairs, mobility scooters, wheelchairs, ramps, and batteries, delivery takes 1 to 2 working days, excluding Sundays and Public Holidays.

For all other items, delivery takes 2 to 4 working days.

If you need your order on the same day, you can opt to pick it up directly from our office.

 

Q: Do you offer interest-free installment plans?

Yes, we offer interest-free installment plans through Atome for up to 3 months and Grab for up to 4 months. For walk-in purchases, we also offer interest-free installments with UOB credit cards for up to 36 months.

 

Q: Do you have 2nd hand mobility scooters or electric wheelchairs (PMA)?

Yes, we do. Those that are available for sale are listed here: https://www.usedmobilityscooters.sg

 

Q: Do you sell, rent or repair Airwheel luggage scooters?

We have discontinued this product and no longer sell, rent or repair Airwheel luggage scooters.

 

TRAVEL

Q: Are your Personal Mobility Aids (PMA) approved for air travel?

Yes, all our PMAs are approved for air travel. However, specific requirements vary depending on the battery type. 

For lithium battery-powered PMAs:

  • All of our lithium battery-powered PMAs have removable batteries below 300 Wh. They are allowed on board provided:
    • Batteries must be removed and carried in the passenger cabin.
    • Battery terminals must be protected from short circuit (e.g., by taping over exposed terminals).
    • Batteries must be protected from damage (e.g., by placing each battery in a protective pouch).
    • The battery must not exceed 300 Wh (or, for a device fitted with two batteries required for operation, each battery must not exceed 160 Wh).
    • A maximum of one spare battery not exceeding 300 Wh or two spares not exceeding 160 Wh each may be carried.

For lead-acid battery-powered PMAs:

  • The batteries in our lead-acid battery-powered PMAs are non-spillable. Therefore, the following rules apply:
    • Batteries must be securely attached to the wheelchair.
    • Batteries must be protected from accidental activation and short circuit by disconnecting them from the wheelchair and insulating the exposed terminals using insulating tape, plastic/rubber caps, or by enclosing the batteries in battery containers.
    • Electrical circuits must be isolated.
    • If the wheelchair is designed to allow battery removal by the user (e.g., collapsible models), the following steps are required:
      • Batteries must be removed.
      • The mobility aid may then be carried as checked baggage without restriction.
      • Removed batteries must be carried in strong, rigid packaging.
      • Batteries must be protected from short circuit by insulating exposed terminals using insulating tape, plastic/rubber caps, or other means.


Q: Where can I verify the accuracy of the information you provided?

You can verify this information on the Civil Aviation Authority of Singapore (CAAS) website:

CAAS Advisory - Pack it Right for your Flight 

  • Look under the heading "Checked Baggage - Items that must be checked in."
  • You'll find a table with relevant rows.

For lithium battery-powered PMAs, look for the row labeled "Wheelchairs powered by lithium ion batteries."

For lead-acid battery-powered PMAs, look for the row labeled "Wheelchairs powered by non-spillable wet batteries or other batteries."

 

Q: If I want to bring a PMA for air travel, is it better to choose one powered by lithium batteries or lead-acid batteries?

PMAs powered by lithium batteries are the clear favorite among customers who travel frequently. They are much lighter, and many of our compact, portable wheelchairs and mobility scooters can be easily folded and placed in a car trunk.

The air travel regulations for lithium batteries are also simpler—just remove the battery, tape up the terminals, place it in a protective pouch, and carry it with you in the cabin.

 

Q: How do I determine the Watt-Hour (Wh) rating of my battery?

The Wh rating is calculated by multiplying the battery’s voltage (V) by its capacity (Ah).

For example:

a) 24V, 6Ah battery: 24V x 6Ah = 144 Wh
b) 24V, 10Ah battery: 24V x 10Ah = 240 Wh
c) 12V, 10Ah battery: 12V x 10Ah = 120 Wh


These details are usually listed on the battery label. If the Wh isn't specified, simply multiply the voltage (V) by the capacity (Ah) to find the Wh.

 

Q: I thought the limit for lithium batteries allowed on a plane is only 160 Wh? Why are you saying 300 Wh?

The 160 Wh limit applies to most portable electronic devices, such as power banks. However, the limit for mobility aids, like PMAs, is higher, allowing for batteries up to 300 Wh.

That said, there have been anecdotal reports of poorly-trained ground staff at some airports (particularly in China and less-developed countries) enforcing the lower 160 Wh limit and refusing to let passengers bring their batteries on board. This can result in situations where a passenger can bring the battery into a country but is forced to leave it behind when leaving.

If your PMA offers a choice between smaller batteries below 160 Wh and larger batteries below 300 Wh, and you travel frequently, we recommend choosing two smaller batteries instead of one larger battery.

 

Q: Can I bring spare lithium batteries on board the plane?

Yes, you can bring lithium batteries, but they must be carried on board as hand luggage. Batteries cannot be installed in the PMA or checked in.

If your PMA requires only one battery to operate (as with most models except the KD SmartChair), you can carry two batteries: one that would normally be used with the PMA and one spare. Each battery must not exceed 300 Wh.

For PMAs that require two batteries to function as a set (such as the KD SmartChair), you can bring two sets (four batteries): one set that would normally be used with the PMA and one spare set. Each battery must not exceed 160 Wh.

 

Q: Do we need to provide any documentation to the airline?

Most of the time, the airline staff will just check the battery label. The Wh (Watt-hour) rating can be calculated by multiplying the battery voltage (V) by the capacity (measured in Ampere-hours or Ah). Occasionally, they may request a copy of the Material Safety Data Sheet (MSDS), which we provide to customers upon purchase.

 

Q: Can I ride the PMA to the cabin?

There is no standardized policy among airlines regarding this. It’s best to contact the airline directly to confirm their specific guidelines.

 

Q: Can I ride the PMA on board a cruise ship?

While there isn't a standardized policy for cruise ships, air travel restrictions tend to be the most stringent. If your PMA is allowed on a plane, it should generally be permitted on a cruise ship as well.