We want you to feel confident in your purchase and have enough time to make sure your oxygen concentrator is the right fit for your needs.

Because oxygen equipment is medical equipment and returned units must be inspected, tested, and prepared before they can be resold, our return policy is time-sensitive. Please read the information below and keep this page for your records.

WHEN YOUR ORDER ARRIVES

Inspect Your Package Immediately

Please inspect the shipping box as soon as your order arrives. If you notice damage to the box or equipment, contact us within 48 hours of delivery.

Shipping damage reported after 48 hours may not be eligible for coverage.

Don't Be Concerned About a Few Hours on Your Machine

New concentrators may show operating hours when you receive them. Manufacturers test equipment before it leaves their facility, and On The Go may also inspect or test equipment before shipment.

Please Note: We may also reuse shipping boxes and packaging materials when possible, to help our environment. This can cause packaging to show normal signs of previous use.

Need to Return Your Equipment?

All returns must be approved by On The Go before the equipment is shipped back.

Please contact Customer Support at:

855-608-9349

Do not send equipment back without a return authorization.

 

YOUR RETURN OPTIONS

DAYS 0–7 AFTER DELIVERY

100% Equipment Refund*

If you decide the equipment isn't right for you during the first 7 days, you may request a return.

To qualify for the full equipment refund, your return must be shipped by the seventh day after delivery and show movement in the carrier's tracking system.

During this period, we encourage you to carefully test your concentrator for up to 10 hours so you can determine whether it meets your needs.

*Shipping and processing charges are not refundable.

 

DAYS 8–14 AFTER DELIVERY

Return Available — Minimum 25% Fee

If you request a return between days 8 and 14, a minimum 25% restocking/damage fee will apply.

The same minimum fee may apply if the equipment exceeds the 10-hour usage guideline during the initial 7-day period.

To qualify for a refund, the return must be shipped by the 14th day after delivery and show movement in the carrier's tracking system.

Shipping and processing charges are not refundable.

 

AFTER 14 DAYS

Exchanges May Still Be Available

After 14 days, we do not provide refunds.

However, we understand that sometimes a different concentrator may be a better match for your needs. Exchange requests may be considered for up to 30 days after delivery, subject to approval and availability.

Depending on the equipment being returned and the replacement selected, an exchange may involve:

• Shipping charges
• Restocking or condition-related fees
• A difference in equipment price
• Other applicable charges

After 30 days, exchanges are no longer available under this policy.

 

BUYBACK OPTION

If you no longer need your concentrator after the return period, On The Go may be able to purchase the equipment back from you when inventory is needed.

Buyback amounts vary based on the model, age, operating hours, condition, and current inventory needs.

Contact us at 855-608-9349 to ask about current buyback opportunities.

RETURN REQUIREMENTS & PROCESS

BEFORE SENDING ANYTHING BACK

Please contact us first.

Every return requires authorization from On The Go. This allows us to provide the correct return instructions and helps ensure your return is properly identified when it arrives. 

We will provide you with a return shipping label, and the cost of the label will be deducted from your refund. The UPS label is provided as a cost-saving and security measure for our customers. If you choose to ship your return using a different method, you must insure the package for its full value and provide us with a verifiable tracking number. The return will not be considered in transit until a tracking number is provided. You will be responsible for any lost, damaged, or missing packages.

Customer Support: 855-608-9349

RETURN CONDITION REQUIREMENTS

Returned equipment must be received in substantially the same condition in which it was sold, allowing for normal use during the applicable testing period.

For a return to qualify:

• The equipment must be complete and include the items required for the return.
• The equipment must not have been used in a smoke-filled environment.
• The equipment must not have customer-caused physical, electrical, liquid, or other damage.
• Equipment must remain in reasonable condition for inspection and resale.
• Operating hours may affect the amount of any refund or exchange.
• On The Go may inspect the equipment and determine whether its condition meets the requirements of this policy.

SMOKE EXPOSURE

Oxygen equipment can absorb smoke and odors that may be difficult to remove.

Equipment that has been exposed to cigarette, cigar, marijuana, or other smoke may be refused as a return or may be subject to additional charges.

On The Go will determine whether equipment has a smoke-related odor or condition.

 

SHIPPING YOUR RETURN

When a return is approved, we will provide return instructions and, when applicable, a UPS return label.

If you use the label provided by On The Go, the cost of the return label will be deducted from your applicable refund.

If you choose to use another carrier:

• The package must be insured for its full value.
• You must provide a valid tracking number.
• The tracking information must allow us to verify that the package has been shipped.
• You are responsible for loss or damage that occurs while the package is being returned.

A return is not considered shipped until verifiable tracking information shows that the carrier has received the package.

 

IMPORTANT RETURN REGULATIONS

Unauthorized Returns

Equipment sent back without prior authorization, including refused deliveries returned to us, may be subject to a minimum 25% restocking fee.

Cancelled Orders in Transit

If you cancel an order after it has already shipped, you are responsible for applicable costs associated with recalling or returning the shipment.

Customer-Caused Damage

Damage caused by improper use, incorrect power sources, accidents, liquid exposure, physical damage, or other customer misuse is not considered a warranty issue.

For example, using an incompatible power inverter or power source can damage an oxygen concentrator.

If equipment is damaged due to customer misuse, the customer is responsible for applicable parts, labor, repair, and shipping costs.

Accessories

Certain accessories may be non-refundable, including but not limited to:

• Cannulas
• Tubing
• Batteries
• Columns
• Special-order items
• Closeout or final-sale items

Please ask our team about the return eligibility of an accessory before sending it back.

 

WARRANTY SERVICE

New equipment includes the manufacturer's applicable warranty.

If your concentrator develops a problem that may be covered under warranty, please contact our Customer Support team before attempting repairs or sending the equipment anywhere.

We will help determine the appropriate next step.

 

OUTSIDE THE CONTINENTAL UNITED STATES

Customers are responsible for applicable shipping costs for returns, exchanges, or other shipments originating outside the continental United States.

 

QUESTIONS?

We are here to help.

On The Go Portable Oxygen

Customer Support: 855-608-9349

If you're unsure whether your equipment qualifies for a return or exchange, please contact us before shipping it back.

We would rather answer your questions first than have you incur unnecessary shipping costs.

Thank you for choosing On The Go Portable Oxygen.