Shipping and Delivery Policy
Standard UPS/USPS shipping rates are only available to the 48 contiguous states (excludes Alaska, Hawaii, and all U.S. Territories, APO/FPO). Orders generally take 24 business hours to process before shipping. If an order is placed after 12:00 p.m. Eastern Standard Time on Friday, then the order will not ship until the following Monday.
Delivery Options and Transit Times
- Economy: 7-10 business days.
- Standard: 3-5 business days.
- Expedited: 2-3 business days.
- Rush Shipping: 1-2 business days.
Shipping to Alaska and Hawaii
Although we offer shipping on most items to Alaska and Hawaii on most items, some items cannot be shipped to Alaska or Hawaii due to carrier restrictions. If you need an item shipped to Alaska or Hawaii, please contact our Customer Support team at email@example.com. Shipping prices to Alaska or Hawaii vary based on the destination, weight, and dimensions of the package(s). Shipping cost and delivery time frame will be displayed at the checkout page before you submit your order.
P.O. Box Shipping and Military APO, FPO, and DPO
We cannot ship to Post Office Boxes, Military APO, FPO, and DPO
U.S. Territories: Puerto Rico, Guam, U.S. Virgin Islands
Additional shipping and handling charges will be applied to orders from Puerto Rico, Guam, or other U.S. territories. Puerto Rico, Guam, and other U.S. territories may be charged international shipping and handling charges. Please let us know if you require shipping to these territories (or require international shipping) by emailing us at firstname.lastname@example.org.
Orders from Canada are subject to additional handling charges, higher shipping rates, and applicable customs, duties and taxes, all of which are the responsibility of the customer. Note: many product warranties do not provide coverage outside the United States, and some products may not be exported under any circumstances due to manufacturers’ restrictions or U.S. law. EquiptmentAndOxygen.com makes no representations regarding warranty coverage, compatibility or serviceability for products that are used outside the U.S.
Free or discounted shipping promotions, or discounted pricing promotions, may not apply to incontinence/diaper supplies, liquids, wheelchairs, and some of our other over-sized items. We apologize, but in order to maintain our low regular prices, we cannot always include these medical supply categories in shipping promotions.
White Glove Shipping
Some items in some place are eligible for white glove delivery. A technician will deliver the product, bring it inside your home and set it up. If you choose white glove delivery, once the item has shipped it cannot be canceled. Any order canceled after white glove items have shipped will result in the customer being responsible for the shipping charges. Please contact our Customer Support team to determine if your item is eligible for white glove delivery at email@example.com.
Returns & Exchanges Policy
Refer to our Return Policy below to verify that your purchase is eligible for a return. If you believe your purchase qualifies for a return, please email customer support at firstname.lastname@example.org to begin the process. You will receive a response in 1-2 business days. Note: If your return is the result of a shipping error on our end, Southeastern Equipment and Oxygen will refund the entire purchase amount and return shipping costs. However, Southeastern Equipment and Oxygen is not responsible for re-shipments. For example, if you type in an incorrect address or P.O. Box address, the customer bears responsibility for these errors and must pay for the shipping costs.
- All returns must have a return authorization number.
- Returnable products may be returned up to 30 days after delivery.
- Product(s) must be in new, fit to be offered-for-sale condition. Safety seals cannot be opened or broken.
- All parts and accessories must be included and in original packaging.
- Shipping fees are non-refundable and the cost of return shipping is the responsibility of the customer.
- If your order(s) shipped for free and you are returning it, we will deduct the original outbound shipping costs from your refund.
- Return orders are subject to a restocking fee. See fee structure below.
- If your return is the result of a defective product or shipping error, Southeastern Equipment and Oxygen will refund the entire purchase amount and return shipping costs.
- Some products are non-returnable. See below for details.
- Items that leave the U.S.A. are non-returnable.
- Warranties may be voided on items that leave the U.S.A.
- Wire transfer fees are non-refundable.
- We cannot guarantee delivery for international orders. We will submit claims to the shipping source on all orders that are not received. We will not reprocess orders until a resolution and refund is received from the shipping source.
Which products are non-returnable?
We prefer to process every return that comes our way because we understand that a return can result from a simple mistake, change in diagnosis and more; however, due to health and safety concerns, we cannot take back everything. Some items are simply non-returnable. Some items will state in their description that they are non-returnable. Other non-returnable products are defined below:
- Opened personal care items.
- Oxygen concentrators (Contact Customer Support to find out if you’re eligible for our buy-back program).
- Anything opened, used, or worn.
- Custom wheelchairs.
- Opened cases.
- Bulk orders.
We reserve the right to adjust due to errors, changing market conditions, product discontinuation, or typographical errors in advertisements. Images on the site may not always reflect the actual product. Note: footrests or leg rests are not included with wheelchairs unless specified.
How long does it take to receive a refund?
Provided you have followed the instructions from the Customer Support team and the policy above, you should expect to receive your refund within four weeks of giving your package to the return shipper. This time period includes the transit time for us to receive your return from the shipper (7 to 10 business days), the time it takes us to process your return once we receive it (5 to 7 business days), and the time it takes your bank to process our refund request (5 to 10 business days.)
How do I receive a call tag?
When you are shipping a return, you will either receive a return shipping label or a call tag. Call tags may take up to 10 business days to arrive. If your return is the result of our error, Southeastern Equipment and Oxygen will cover the shipping charges for your returned product and refund the full amount of purchase. Repackage the item in the original packaging and wait
for Fed Ex or UPS to bring you a shipping label. Attach the shipping label to the return and deliver it to UPS or Fed Ex.
How do I receive a return authorization number?
Southeastern Equipment and Oxygen will provide you with an RA number via email. If you do not have an email address, we will make other accommodations. Write this number on your label affixed to your package. The RA number must be placed on the package before your package is picked up by the shipper or postal service.
What is the warranty on my purchase?
Should you need help in obtaining a manufacturer’s warranty service for an item you purchased from Southeastern Equipment and Oxygen, please call 1-800-653-6888 and speak with the Customer Support team. We will help you obtain the service covered under your manufacturer’s warranty. If you have a concentrator that needs repair and is under warranty, Southeastern Equipment and Oxygen can provide a machine for your use while your concentrator is being repaired. We will ship the machine to you, and once you receive your machine back, you will be responsible for shipping our loaner unit back to us.
Due to the amount of different manufacturers we work with, all with their own returns policies, we do not offer exchanges. If you wish to exchange a product simply set-up a return with us and then place a new order for the preferred item.
Any product that you purchase may be subject to a restocking fee. A 25% restocking fee may apply.
Southeastern Equipment and Oxygen recognizes and respects the importance of customers’ privacy and security. To guarantee our customers a safe and confidential shopping experience, Southeastern Equipment and Oxygen safeguards their personal information. More specifically, Southeastern Equipment and Oxygen actively employs Secure Sockets Layer, SSL, technology on the credit card and personal information pages of our website. SSL technology functions by managing server and client authentication, and encrypting both server and client communication.
This means that our server encrypts your credit card information and keeps it safe by routing payment only to Southeastern Equipment and Oxygen. Your credit card information is never stored or visible to Southeastern Equipment and Oxygen when you purchase online. Due to this safety feature, each time you place an order online, you will need to provide your credit card information.
To further ensure a secure connection, when you access the “checkout” page (where sensitive information is entered), you will notice the first characters of the URL, uniform resource locator (web address), will change from “http” to “https.” The change in the address denotes a secure IP
address. Some browsers and firewalls do not permit communication through secure servers. If you access Southeastern Equipment and Oxygen through an insecure connection you will not be able to place an order online. If you cannot access our shopping cart, please print out our order form and place your order by phone at 1-800-653-6888
How Does Southeastern Equipment and Oxygen Use My Information?
When you make a purchase from Southeastern Equipment and Oxygen, we use the information you provide to us (name, address, phone, etc.) to process your order. We do not share or sell this information to third parties. All information is considered private and confidential, and is only used to help us better serve you and improve your shopping experience while online with Southeastern Equipment and Oxygen. All credit card numbers are routed through McAfee Secure and are never visible to Southeastern Equipment and Oxygen for online purchases.
Southeastern Equipment and Oxygen uses a browser feature known as a cookie. A cookie is a simple file that stores your personalized information on your hard drive so you don’t have to re-enter it a second time when revisiting our website. Cookies help to improve and personalize your shopping experience by increasing our web pages responsiveness and decreasing time between downloading as you browse or surf through our website.
Regarding Credit Card Transactions
You can safely transmit credit card information through our website. You can enter your credit card number on a secure (https) form and transmit the form over the Internet to a secure server without risk of an intermediary obtaining your credit card information. The security features offered by your web browser technology protects commercial transactions, as well as all other communications, from misappropriation and fraud that could otherwise occur as information passes through the internet.
With SSL implemented on both the client and server, your internet communications are transmitted in an encrypted form. Information you send can be trusted to arrive privately and unaltered to the server you specify (and no other).
SSL uses authentication and encryption technology. For example, your browsers export implementation of SSL (U.S. government approved) uses a high-grade, 128-bit key size. The encryption established between you and a server remains valid over multiple connections, yet the effort expended to defeat the encryption of one message cannot be leveraged to defeat the next message.
Your browser and secure servers deliver server authentication using signed digital certificates issued by trusted third parties known as certificate authorities. A digital certificate verifies the connection between a server’s public key and the server’s identification. Cryptographic checks, using digital signatures, ensure that information within a certificate can be trusted.