FAQs

• Free Shipping: We offer free shipping on orders over $99 within the U.S. via UPS Ground.
• Flat Rate Shipping: For orders under $99, a flat rate of $10 applies for UPS Ground shipping.
• Expedited Shipping: We provide expedited shipping options, including UPS Second-Day, and Overnight services, depending on the item. Available options will be displayed at checkout.
• International Shipping: For orders outside the U.S., please contact us before ordering for details on delivery charges and available shipping options.
• Custom Orders: For custom orders or specific logistics requests, feel free to reach out, and we’ll be happy to assist with tailored shipping solutions.

• U.S. Orders: Orders shipped via UPS Ground Services typically take 1 to 5 business days, depending on the destination:

  • Southeast (e.g., Georgia, Alabama): 1–2 business days
  • Northeast (e.g., New York, Pennsylvania): 2–3 business days
  • Midwest (e.g., Illinois, Ohio): 3–4 business days
  • Southwest (e.g., Texas, Oklahoma): 3–4 business days
  • West (e.g., California, Washington): 4–5 business days

Please note: These are approximate times and can vary based on specific locations and carrier operations. For the most accurate delivery estimates, we recommend using UPS’s online tools:

UPS Ground Time-in-Transit Maps: Enter your ZIP code to view detailed transit times. (ups.com)

• International Orders: Orders shipped outside the U.S. may take up to 30 days to arrive, depending on the destination and customs processes.

Note: Once your order has been shipped, handling and conditions during delivery are managed by UPS and are outside the scope of our company. For any specific concerns during transit, please contact UPS directly.

Shopping in our online store is highly secure. We prioritize the protection of your personal and payment information by implementing advanced security measures, including:

• SSL Encryption: All data transmitted between your browser and our site is encrypted with SSL (Secure Socket Layer) technology, safeguarding your information from unauthorized access.
• Secure Payment Gateways: We partner with trusted payment providers, such as PayPal, Stripe, and major credit card processors, which comply with PCI-DSS (Payment Card Industry Data Security Standard) to ensure your payment details are processed securely.
• Compliance with Privacy Laws: We strictly adhere to all relevant privacy regulations, including the GDPR and CCPA, ensuring your data is handled responsibly and transparently.

We are committed to providing a safe shopping experience and constantly updating our security practices to keep your data protected.

Once you complete your order, we initiate a streamlined process to ensure timely delivery:

1. Payment Authentication: After you submit your order, we authenticate your payment to ensure it’s secure.
2. Order Confirmation: You’ll receive an email confirming that your order has been successfully processed.
3. Processing Time:
   • Orders received before 10 AM Eastern Standard Time (EST), Monday through Friday, are processed the same day.
   • Orders placed after 10 AM EST or on weekends/holidays will be processed on the next business day.
4. Dispatch and Shipping Notification: Once your order is ready for shipping, you will receive an email with tracking information, allowing you to monitor your package’s journey to your doorstep.

This process helps ensure that your order is handled efficiently and securely every step of the way.

You should receive a receipt in the order confirmation email that we sent you right after your payment was processed. If it’s no there, please contact us.

Refurbished devices are products that have been previously used but have undergone rigorous testing and reconditioning to restore them to like-new condition. Our refurbished oxygen concentrators, CPAPs, and BiPAPs from American Oxygen offer a cost-effective option for those looking to save without compromising on quality.

Each refurbished device goes through a detailed refurbishing process, including thorough testing, cleaning, and replacement of any worn or damaged parts. These devices meet the same quality and performance standards as new equipment and come with a warranty for your peace of mind.

Certified pre-owned devices are products that have been previously owned and are also known as refurbished devices. They have been thoroughly inspected, tested, and certified to meet high-quality standards. At American Oxygen, our certified pre-owned equipment, including oxygen concentrators, CPAPs, and BiPAPs, undergoes a comprehensive refurbishing process to ensure reliability and performance.

Each certified pre-owned device is carefully assessed by trained technicians, cleaned, and reconditioned as needed. These devices meet strict quality benchmarks and come with a warranty, providing you with a dependable, cost-effective alternative to new equipment.

Open box items are products that have been previously opened but are typically unused or lightly used. These items may have been returned by customers shortly after purchase or used for display purposes. At American Oxygen, our open box products, such as oxygen concentrators, CPAPs, and BiPAPs, are carefully inspected to ensure they meet our quality standards.

Open box items are fully functional and come at a reduced price, providing a budget-friendly option with the assurance of quality. They also include a warranty, offering peace of mind similar to new products.

Choosing refurbished, certified pre-owned, or open box home medical equipment can be a smart, cost-effective option for those looking to save money. American Oxygen offers a variety of high-quality options in oxygen concentrators, CPAPs, and BiPAPs from top brands, all of which undergo rigorous testing and reconditioning to ensure the highest standards.

• Refurbished and Certified Pre-Owned: These terms are used interchangeably to describe devices that have been previously owned but have been thoroughly inspected, tested, and reconditioned to perform like new. Each unit comes with a warranty and meets the same quality benchmarks as brand-new equipment.

• Open Box: Open box items are typically unused or lightly used products that were returned shortly after purchase or used for display purposes. Although open box units are essentially brand new, they come with a reduced price and a warranty that is one year shorter than a new product.

If you’re in need of home medical equipment, check with us first to see if we have the model you need in stock. You may be surprised at how much you can save!

At American Oxygen, we provide standard warranties for each type of product to ensure your satisfaction and peace of mind. For detailed information, please refer to our full policies at oxygen-equipment.com/help/policies/.

Warranty Coverage by Product Type:

• New CPAP Machines: 2-year warranty
• Refurbished CPAP Machines: 1-year warranty
• CPAP Masks: 3-month warranty
• CPAP Accessories: 6-month warranty
• New Portable Oxygen Concentrators (POCs): 3-year warranty
• Open Box POCs: 2-year warranty
• Refurbished POCs: 1-year warranty
• Stationary Oxygen Concentrators (same coverage as POCs): New (3 years), Open Box (2 years), Refurbished (1 year)
• Batteries and Columns (new): 1-year warranty
• Other Accessories: 6-month warranty
• Disposable Items: No warranty

Warranty Claim Process

If you experience an issue with your product within the warranty period, follow these steps to file a warranty claim:

1. Contact Us: Reach out to our customer service team with your order details, a description of the issue, and any supporting documentation (e.g., photos, receipts).

2. Receive RMA Authorization: If your product qualifies for a warranty claim, we will provide a Return Merchandise Authorization (RMA) number. This authorization is required to process your claim.

3. Return the Product: Customers are responsible for the cost of shipping the product to our location for inspection. Once the product is received and inspected, we will cover the cost of shipping for the replacement or repaired item back to you.

4. Inspection and Processing: Our technicians will inspect your product to confirm the warranty claim. The entire process, including repair or replacement, may take between 2 weeks and 3 months, depending on the manufacturer.

Please note: If the warranty is provided by the manufacturer, repair or replacement times may vary according to their policies. If no warranty information is specified for a product, it means that the product does not come with a warranty.

For full details, visit our policy page.

Yes, American Oxygen offers returns and exchanges under specific conditions. Here’s an overview of our return policy:

• Return Time Frame: New, unopened items can be returned within 30 days of delivery.
• Restocking Fee: A 25% restocking fee applies to returns of new, unopened items to cover inspection, testing, and restocking costs.
• Conditions for Return: The item must be in its original condition, with all accessories and packaging intact. Opened or used devices, hygienic items such as CPAP masks and supplies, and items missing serial numbers are non-returnable.
• Shipping Costs: The customer is responsible for shipping costs associated with the return. However, free returns are allowed within 30 days for unopened products.
• Special Orders: Returns for special orders are handled on a case-by-case basis.

Please notify us before initiating a return to ensure it qualifies for a refund or exchange. Returns without prior notification will not be eligible. For full details, please review our policy page.

To ensure optimal performance and hygiene, it’s important to replace CPAP accessories on a regular schedule:

• Filters: Replace disposable filters every 2–4 weeks and washable filters every 3–6 months, depending on usage and environmental conditions.
• Tubing: Replace CPAP tubing every 3 months to maintain airflow quality and prevent the buildup of bacteria.
• Mask Cushions and Pillows: Replace every 1–2 months, as they can wear out and affect the fit and seal.
• Full Face or Nasal Mask: Replace the entire mask every 6 months, as regular use can lead to stretching and wear.
• Headgear and Chin Straps: Replace every 6 months to ensure a secure and comfortable fit.

Regular replacement of these components helps maintain the effectiveness of your CPAP therapy and keeps your equipment clean and comfortable. Please refer to your CPAP user manual or contact us if you have specific questions about your device’s accessories.

Choosing the right CPAP mask is essential for effective and comfortable therapy. There are three main types of CPAP masks:

1. Nasal Masks: These cover the nose and are ideal for those who breathe through their nose during sleep. They offer a good balance between comfort and effective airflow.

2. Nasal Pillow Masks: These have small cushions that rest at the nostrils, making them a lightweight option that provides minimal contact with the face. They’re great for users who feel claustrophobic or prefer less facial coverage.

3. Full Face Masks: These cover both the nose and mouth, ideal for those who breathe through their mouth during sleep or need higher pressure settings.

If you’re a first-time buyer, consider trying a Starter Pack Mask. These packs include multiple cushion sizes to help you find the best fit for your face, ensuring comfort and an effective seal. A well-fitted mask enhances the effectiveness of your therapy and minimizes air leaks.

Our customer support team is here to help with any questions or concerns you may have. You can reach us in the following ways:

• Phone: Call us at +1 (785) 755-8063 during our business hours.
• Email: Send us an email at support@american-oxygen.com, and we’ll get back to you as soon as possible.
• Live Chat: Visit our website and use the live chat feature for real-time assistance during business hours.
• Contact Form: Fill out the contact form on our website, and our team will respond promptly.

We’re committed to providing you with the support you need to have a smooth and satisfying experience with our products and services.

Oxygen concentrators may be covered by some insurance providers; however, American Oxygen does not work with any insurance. All purchases must be made directly through our online store.

Yes, American Oxygen offers rental options for oxygen concentrators specifically for customers in the Miami-Dade area. Renting is an ideal option if you need an oxygen concentrator for a short-term period, such as during recovery or for travel. We provide rental options for both portable and stationary concentrators to meet various needs.

For more information on availability, pricing, and rental terms, please contact our customer support team at +1 (785) 755-8063 or email us at support@american-oxygen.com.

Choosing the right oxygen concentrator is essential for effective therapy. Here are some key factors to consider:

1. Flow Type: Oxygen concentrators come in two main flow types:

   • Continuous Flow: Provides a constant oxygen flow, suitable for those who need a steady oxygen supply.
   • Pulse Dose: Delivers oxygen in pulses based on your breathing pattern, often preferred for portability and energy efficiency.

2. Portability: Decide if you need a portable concentrator for on-the-go use or a stationary concentrator for home use. Portable units are lightweight and battery-operated, while stationary units are generally more powerful and suited for home settings.

3. Oxygen Output: Check the oxygen output of the concentrator to ensure it meets your prescribed needs. Some units provide up to 3 LPM (liters per minute), while others go as high as 10 LPM for high-flow requirements.

4. Battery Life and Power Options: For portable units, consider battery life, especially if you’ll be using it for extended periods outside the home. Some concentrators offer extended battery options or external chargers.

5. Noise Level: If you plan to use the concentrator while sleeping or in quiet environments, consider the noise level. Many modern concentrators are designed to operate quietly.

6. Warranty and Support: Review the warranty terms and available support options to ensure your concentrator is protected over time.

Selecting the right concentrator depends on your lifestyle, medical requirements, and preferences. For personalized advice, feel free to contact our support team or consult with your healthcare provider.