Shipping Policy

Expected Delivery Times:

The Oxygen Concentrator offers fast worldwide shipping, including for customized and bespoke products.

Shipping Methods:

We use UPS, 4PX, USPS, and DHL to ship orders.

Shipping Locations:

We currently ship to:

  • USA

Please note, we are unable to deliver to post office boxes, B.F.P.O., or A.P.O. addresses.

Address Accuracy:

The customer is fully responsible for entering the right address at checkout. Orders are shipped to the exact address provided. The seller is not responsible for delays caused by incorrect address information.

Convenient Click & Collect Option:

If you're not home at the time of delivery, you can choose to have your package sent to a local UPS Access Point. UPS will leave a card with the collection location details. Tracking information is accessible via the link in your shipping confirmation email. Please bring your ID when picking up your package.

Track Your Order to Your Door:

Once your order is dispatched, we will send you tracking information so you can monitor your shipment. If you do not receive this email, contact us at support@theoxygenconcentrator.com.

Customer Responsibility for Tracking

Once a tracking number is provided, the customer is responsible for monitoring delivery progress and contacting the courier for:

  • Missed delivery attempts
  • Address corrections
  • Local pickup arrangements
  • Redelivery scheduling

Failure to do so may result in the package being returned to the sender.

Handling Damaged Packages:

If you sign for your package and notice it's damaged, please take photos as proof. Contact us right away with evidence.

Customs Fees Fully Paid:

All shipments are made on a DDP (Delivery Duty Paid) basis, which means taxes and duties are included in the final price. If, for any reason, customs or the courier requests additional charges at the time of import or delivery, please contact our customer service team for assistance.

Full Insurance:

All orders are insured during transit until delivery is completed. Once the courier marks the package as delivered or delivery is attempted, responsibility transfers to the customer.

If the parcel cannot be delivered, the courier will return it to a postal location and attempt another delivery the following business day.

If the customer instructs the courier to leave the package unattended, insurance ends immediately. We are not responsible for loss or theft after delivery.

Failed Delivery Attempts

If UPS, USPS, DHL, or 4PX attempts delivery but the customer is unavailable or the address is incomplete/incorrect, the courier may mark the package as Insufficient Address, Undeliverable, or Returned to Sender. This counts as a valid delivery attempt and fulfills the seller’s obligation.

Proof of Delivery:

Tracking updates from USPS, UPS, DHL, 4PX, or any shipping partner serve as official proof of delivery, delivery attempt, or return to sender.

Return to Sender Policy:

If a package is returned due to a courier error, we will re-ship at no cost once the address is confirmed.

If a package is returned due to customer error (incorrect address, refusal, missed pickup, or failure to respond to delivery attempts):

  • The seller’s delivery obligation is fulfilled
  • Refunds do not apply
  • A free re-shipment will be offered once the correct address is provided

Non-Delivery Reporting Window

Customers must report any non-delivery claim within 7 days of the carrier’s last tracking update. Claims made after this period may not qualify for replacement or investigation.