Shipping policy

Customer Satisfaction Policies

At 1st Class Medical, we want our customers to be happy with our products and service. This customer satisfaction allows you to return or exchange any item you purchase from us within 30 days of receipt of unit. We strongly encourage you to immediately inspect and use your new concentrator to make sure that it meets your needs, because our customer satisfaction is time-dependent.  

When your unit arrives:

Immediately inspect the box for damages and unpack your unit. We test every unit before it leaves our store, but sometimes units do arrive either damaged or defective. We sincerely apologize for this inconvenience and ask that you contact us immediately. If a unit is damaged in shipping, we must notify and work with the shipping company within 48 hours. We cannot be responsible for shipping damage if you wait longer than 48 hours after your unit arrives to let us know. 

0 - 5 days after arrival - 100% refund

We want our customers to be happy with their units, and we will refund your money 100% (excluding shipping costs) for all new units if you notify us within the first 5 days. During those 5 days, we encourage you to pick up, pull, carry, examine, and test-run your unit (for fewer than 10 hours). 

Because we can’t sell a unit as new if it has been damaged or run more than 10 hours outside the factory, the 100% customer satisfaction is only valid if you contact us within the first 5 days and the unit: 

  • Remains in unused / like new condition including all packaging.
  • Has not been used in a smoke-filled environment.
  • Has been run fewer than 10 hours.

Please contact our customer support department at 1-800-520-5726. All returns require a return authorization. You must pay for return shipping costs. Please insure the return shipment for the full value. 

6 - 30 days after arrival

If you determine between 6 days and 30 days after you receive the unit that you would like to return it, please contact our customer support department at 1-800-520-5726, and they will assist you with either a refund (based on the number of hours the unit has been used and after the restocking fee) or an exchange to a unit that better matches your needs. Please understand that any unit used over 10 hours is considered used, and therefore the refund will be calculated upon the unit’s “used” value. The restocking fee for units returned between days 6 and 30 is 25%. Please contact our customer support department at 1-800-269-0722. All returns require a return authorization. You must pay for return shipping costs. Please insure the return shipment for the full value. 

After 30 days:

We are sorry, but after 30 days we cannot refund or exchange your unit.  

Non-Returnable Items:

For the safety of our customers and to comply with health regulations, we do not accept returns on the following items once they have been shipped: 

  • Nasal Cannulas
  • CPAP/BiPAP Masks
  • CPAP/BiPAP Hoses & Tubing
  • CPAP/BiPAP Humidifiers
  • Home Oxygen Concentrators
  • Oxygen Accessories
  • Oxygen Tubing
  • Oxygen Mask Kits
  • Bacteria Filters
  • CPAP Filters (disposable or reusable)
  • Water Chambers
  • Nebulizers & Accessories
  • Oral/Nasal Interfaces
  • Any item that comes into direct contact with the mouth, nose, or airways

All sales are final on these items, regardless of whether they are unopened or unused, to ensure hygiene and infection control.   

If you have any questions before placing your order, please contact our customer service team for assistance.  

Please note:

  • All items returned without a return authorization number, including items returned to us for refusal of delivery, are subject to the 25% restocking fee.
  • Oxygen concentrators sometimes sustain electrical damage due to customer misuse. If you use a power inverter from 12 volt to 110 volt or from 220 volt to 110 volt, for example, you will damage the unit. In these cases and in all instances of customer-caused damage, the customer is responsible for all parts, labor, and shipping charges to return the unit to us for repair. Please contact our support department at 1-800-520-5726.
  • All new units come with a factory warranty .Warranty repairs will be quickly handled by our customer support department at 1-800-520-5726.
  • Customer is responsible for all shipping/handling costs for cancellations, returns or warranty work.

Please call us at 1-800-520-5726 at any time if you have questions or you can e-mail us at info@1stclassmedical.com

Durable Medical Equipment Items:

Our return policy for durable medical equipment is designed to ensure customer satisfaction while maintaining product integrity. If the product is free from defects in quality or functionality, we do not accept returns. This policy helps us maintain high standards and ensures that all equipment remains in optimal condition for future customers. Please inspect your purchase upon receipt and contact us immediately if any issues arise.

CONSENT TO RELEASE OF HEALTH INFORMATION FOR TREATMENT, PAYMENT AND HEALTHCARE OPERATIONS

The undersigned, as or on behalf of the Patient, authorizes the following:

1. Disclosure by Insurers and Third-Party Payors

Patient’s Insurer(s) and any other third-party payor(s) that provide coverage to the Patient are authorized to disclose to SUPPLIER the minimum necessary information required to facilitate payment for items furnished to the Patient. This includes, but is not limited to:

A. Any payment made by such payor(s) to the Patient, the undersigned, or to any other person or entity for items provided by SUPPLIER to the Patient.

B. The scope and extent of the Patient’s coverage from time to time.

2. Disclosure by Medical Personnel

All medical personnel involved in the Patient’s treatment are authorized to disclose to SUPPLIER any and all information concerning the Patient’s medical history and condition as it may relate to the items or treatment provided to the Patient by SUPPLIER.

3. Disclosure by Holders of Medical Information

Any holder of medical information about the Patient (including SUPPLIER) is authorized to release information to the Centers for Medicare and Medicaid Services (CMS) (or any successor agency) and its agents, to any of the Patient’s third-party payor(s) including, without limitation:

  • Medicare
  • Medicaid
  • BCBS
  • OCHAMPUS
  • Tricare
  • Any other public or private payor

Information may be released to the extent necessary (subject to “minimum necessary” requirements where applicable):

A. To determine applicable benefits and qualification for reimbursement of items furnished by SUPPLIER to the Patient.

B. To process claims for items provided by SUPPLIER to the Patient.

C. To conduct health care compliance activities, including pre- or post-payment audits, quality assurance, or utilization reviews.

Authorization and Reliance

The undersigned, as or on behalf of the Patient, hereby authorizes the Patient’s health care providers and payors to rely on this “Consent to Release of Health Information” without the need for a separate release authorization to disclose the specified information for treatment, payment, and healthcare operations purposes as described herein.

HIPAA Limitation

This consent shall not be effective to permit disclosures of information in cases where a HIPAA-compliant release authorization is required pursuant to 45 CFR §164.508.