New Return and Exchange Policy
On The Go Portable Oxygen Return & Exchange Policy
Customer Service: 855-608-9349
Email: support@onthego02.com
At On The Go Portable Oxygen, we want our customers to be completely satisfied with their products and service. This policy outlines your options for returns and exchanges within the first 30 days of receiving your order.
We strongly encourage you to immediately inspect and test your concentrator upon arrival to ensure it is fully functional and meets your needs, as our return and exchange policy is time-sensitive.
Please also read the manual included with your shipment for important warranty information and care instructions. In our effort to reduce waste, we reuse boxes and packaging whenever possible—this may explain signs of wear on your shipping box.
Our 100% customer satisfaction policy is valid as follows:
- Remains in same/similar condition as when it was sold.
- Has not been used in a smoke-filled environment. Please note: On The Go Portable Oxgyen has sole determination of smoke odor.
- Fewer than 20 hours have been added to the unit from time of purchase.
- Not Subject to return fraud.
When Your Unit Arrives
Inspect the box and contents for any damage.
Report shipping damage within 48 hours of delivery. We cannot be responsible for shipping damages reported after 48 hours.
Call our customer support team at 855-608-9349 to request a return authorization before sending back any unit.
Return Policy
0–10 Days: Free Trial
Return your unit within 10 days of receipt for a 100% refund (excluding return shipping).
You are only responsible for the cost of return shipping.
To qualify, the package must be visible in transit in the tracking system on or before the 10th day after arrival.
After receiving the machine our customer service team will reach out to you to discuss the refund. Please allow 1-2 business days for the machine to be checked in.
11–30 Days: Return with Restocking Fee
Returns between 11–30 days after delivery will be subject to a restocking fee of up to 25%, depending on condition and usage.
Return shipping costs will be deducted from your refund if we provide the return label.
All returns must have a return authorization and tracking number.
Exchange Policy (Within 30 Days)
You may exchange your unit for a different model at any time within 30 days from the date you received your machine.
You simply pay the difference in price between the two units (plus any applicable shipping).
Return & Exchange Conditions
Unit must be in similar condition to when it was sold.
Unit must not have been used in a smoke-filled environment.
No more than 20 hours of use from the time of purchase (unless approved for exchange).
Unit must not be subject to return fraud or customer-caused damage.
All returns without prior authorization will incur a minimum 25% restocking fee.
Non-Refundable Items
Cannulas, tubing, special orders, and clearance items are non-refundable.
Customer is responsible for all shipping charges outside the continental United States.
Warranty Information
All new units come with a manufacturer’s warranty. Warranty repairs will be handled promptly by our customer support team. Customer-caused damage (e.g., electrical misuse) is not covered under warranty, and repair costs will be the customer’s responsibility.
Thank you for choosing On The Go Portable Oxygen!
If you have any questions, please contact us at 855-608-9349 or support@onthego02.com.
CONSENT TO RELEASE OF HEALTH INFORMATION FOR TREATMENT, PAYMENT AND HEALTHCARE OPERATIONS
The undersigned, as or on behalf of Patient, authorizes (1) Patient’s Insurer(s) and any other third party payor(s) which provide Patient with coverage to disclose to SUPPLIER minimum necessary information to facilitate payment to SUPPLIER for items furnished Patient including, but not limited to (A) payment made by such payor(s) to Patient, the undersigned or to any other person or entity for items provided by SUPPLIER to Patient; and (B) the scope and extent of Patient’s from time to time; (2) all medical personnel involved in Patient’s treatment to disclose to SUPPLIER any and all information concerning Patient’s medical history and condition as it may relate to the items or treatment provided to Patient by SUPPLIER; and (3) any holder of medical information about patient (including SUPPLIER) to release to the Centers for Medicare and Medicaid Services (or any successor agency) and its agents , to any of Patient’s third party payor(s) including, without limitation, Medicare, Medicaid, BCBS, OCHAMPUS, Tricare or other public or private payors, and to SUPPLIER, any information needed (subject to “minimum necessary” requirements as applicable) (A) to determine applicable benefits and qualification for reimbursement of items furnished by SUPPLIER to Patient; (B) to process claims for items provided by SUPPLIER to Patient; and/or (C) to conduct health care compliance activities (including pre- or post-payment audits) and quality assurance or utilization reviews. The undersigned, as or on behalf of Patient, hereby authorizes his/her health care providers and payors to rely on this “Consent to Release of Health Information,” without the need for a separate release authorization , to release the specified information for treatment , payment and healthcare operations purposes as contemplated herein. This consent shall not be effective to permit disclosures if information in cases where HIPAA-compliant release authorization is required pursuant to 45 CFR$164.508.