Policies

Our Policies

The Mission of Altra Service Professionals is to provide exceptional service on a consistent basis to ensure total customer satisfaction. It is our goal that our mission will be reflected in the policies below.

Checkout

We use a secure checkout process operated by PayPal. Your credit card information is not stored on our website, so shop with confidence knowing your personal and financial information is safe.

Shipping

Sales: Altra Service Professionals is happy to offer Free Ground Shipping to the continental U.S. for all orders over $300, regardless of package size and weight. This offer may be cancelled at any time and without prior notice. Shipping service used for orders eligible for free shipping will be at the sole discretion of Altra Service Professionals. Items that require a prescription will not ship until the prescription is received by ASP. For orders placed outside of the U.S., please see the section below titled International Orders.

Repairs: For your convenience, we provide Pre-paid UPS shipping labels for U.S. customers at no cost to you. Just place your equipment in a box, attach the label, and bring to a UPS drop off location. We will pick up the tab! Return shipping is approximately $15-$40, depending on size, weight, and destination. For repairs of equipment outside of the U.S., please see the section below titled International Orders.

Returns

We want you to be comfortable both before and after your purchase. It is for this reason that we gladly accept returns for any reason. All you need to do is contact us within 14 days after receipt and we will respond with return instructions. Please note that you are responsible for the return shipping costs. In addition, there is a $50 restocking fee for orders over $200. This is to cover some of our costs for processing the original order. Our shipping costs for heavy items often exceeds this amount, so this is necessary in order to continue to provide unconditional returns.

Warranty

Altra Service Professionals, Inc. offers an industry leading warranty for repairs and sales. All of our repair work comes with a full one (1) year warranty (90 days for Portable Concentrators) for parts replaced and the associated labor (excluding physical damage, water damage, infestations, smoke damage, Preventive Maintenance & filters).   Our Refurbished Equipment comes with an unconditional one (1) year warranty (3 months for Portable Concentrators)  from the date of shipping of the original order. If the machine arrives and is not working, we will replace the machine with a different unit & file a claim with the shipper, regardless if damage is visible. ASP will arrange for the pickup of the old unit with the shipper. If the machine fails within 30 days, ASP will replace the machine with a different unit & provide the customer with a pre-paid return label for the broken unit. Customer is responsible for packaging the unit & arranging for pickup or drop off with shipper. If the machine fails after 30 days but before 1 year, the customer must pay for and arrange the shipping to ASP. Once received, ASP will repair the machine and return it to the customer at no charge. All ASP warranty repairs must be requested by email (info@altraservice.com) and pre-approved by ASP prior to item being returned to ASP. Warranty excludes physical damage, water damage, infestations, preventive maintenance, and filters. TOBACCO RELATED SMOKE SUCH AS CIGARETTES AND INFESTATIONS VOID WARRANTY. Portable Oxygen Concentrators and accessories have a 3 month warranty.

Please note: The manufacturers warranty supersedes the ASP warranty. Any repair completed under the manufacturer warranty will follow the manufacturer’s warranty policy (typically 90 days) and is not covered by the ASP warranty.

Medical Device Orders

A prescription is required if you are purchasing an oxygen concentrator for personal use. These items are medical devices regulated by the FDA. If this is for commercial use, then we will need a copy of your Sales Tax Resale Certificate in lieu of a prescription. Our ordering system will allow you to place your order; however, it will not ship until we receive a copy of the required documentation. Contact your physician and ask for a copy of your prescription to be faxed or emailed to us at (888) 551-0785 or script@altraservice.com. If you are currently on oxygen, you can also contact your home care provider and have them send us a copy of the prescription. You can also have your physician complete the attached Physician Order Form.

Privacy

We understand the many concerns people have when using the internet and we want you to be comfortable using our site. Our privacy policy is pretty simple: We do not and will not use your information for any purpose other than to complete your transaction and answer your questions. We use Google Analytics which collects anonymous information regarding your visit to our website, such as which pages you view and how long you spend on each page. We use this information to help improve our website so our customers have a better and more enjoyable experience. Again, this information is anonymous and is not traced back to you and is used for quality improvement purposes.

Jason Medeiros
Jason Medeiros
12:49 17 Feb 21
One of the few repair shops for privately owned oxygen concentrators. It took two weeks for them to inspect and diagnose my unit. When I received my unit back (via UPS) the cover housing panels were not aligned and there were two hairline cracks as well as abrasion marks on the top of the unit. I shipped the unit to them utilizing the services of a UPS store in palm harbor, FL. Altra did not alert me to any shipping damage when they received the unit which leads me to deduce the damage was inflicted subsequently. They have not returned my calls yet to attempt a resolution.Update: they sent a replacement panel but it was badly discolored by cigarette smoke and had a broken clip. They are sending a new one now. I’ll update when that arrives. I added one more star for the effort.
Michael Grant
Michael Grant
21:17 02 Feb 21
These guys are great. Kept me informed all along the way. Had a new motor put in my dreamstation. Had it back in a little over a week. Once I approved the repair they fixed it and shipped it on the same day... I would use them again
David Stuart
David Stuart
12:02 17 Oct 20
After having horrible responses for over 7 weeks from a company in New Hampshire that I purchased an Oxygen Concentrator from, the folks at Altra service rescued a two week old concentrator is a very short time. I would highly recommend these folks. Good and quick service.
Dave Zinn
Dave Zinn
18:20 30 Jul 20
Sadly my POC had to be forwarded to the manufacturer for depot repair, during the COVID pandemic no less. Throughout the lengthy repair process (no fault of ASP), Tony kept me apprised of the status and always responded promptly to my inquiries. If more businesses were run like this, the world would be a better place!
David Coggburn
David Coggburn
18:42 02 Jul 20
Repair of my portable oxygen concentrator was completely satisfactory. Works great now! Most importantly though is the excellent customer service this company provides. They kept me informed of the progress of the repair of my machine and all costs were presented up front before any work was started. When I received the machine back, there was an item missing. I contacted Altra and they sent one out immediately. I highly recommend this company for their professionalism and customer service above and beyond.
Mike McKenna
Mike McKenna
19:06 17 Jun 20
Very fast service, great communication. I highly recommend using Altra for all your electronic repairs they were great.
william grooms
william grooms
02:37 19 May 20
I sent my sieve beds for a rebuild to you guys. you were very helpful before I sent them, and let me know as soon as they were finished. My concentrator works as good as new. going this route saved me alot of money and I'm very satisified. I just wish I would have found you guys before I scrapped my last machine. thanks again, bill grooms.
Nico de Graaf
Nico de Graaf
19:52 06 May 20
Unbelievable service from Altra, the repair service they provide for the owners of a CPAP machine is unparalleled. After filling out the web form on their website the UPS shipping label was printed. After a few days I got a message that it could be repaired and a payment via Paypal was done. Very professional follow up from Altra and a clear background was provided for the repair, again thx guys will use you again when needed.
Mickey Strain
Mickey Strain
01:53 24 Apr 20
I was in need of another oxygen concentrator and contacted ASP via their info tab. It was after hours and Tony text me within 15 min. He was working late on ventilator repairs and had been working for days to meet the demands of this nation during COVID-19. The next day I got the request for my prescription, sent it, request for payment, did it, received the unit in 48 hours. WOW, what service. Thank you Tony, I owe you a debt from my heart.
Timothy Gardner
Timothy Gardner
14:02 26 Mar 20
How refreshing to find a company that does what they say they will...and do it professionally and promptly. While jumping up to grab a puking dog on the bed, I pulled my CPAP machine (ResMed AirSense 10) off my nightstand. It started making loud noises...enough that it was keeping me awake. I've had poor experiences with our local DME providers and didn't want to deal with insurance hassles. So, I used Altra and had wonderful experience. Thankfully, I had another machine I could use in the interim. It took about 3 weeks from very beginning to end. Highly recommend!
Rod MCCOOL
Rod MCCOOL
22:21 11 Jan 20
Was in over the holidays with my bi-pap machine, after some issues, Bob the owner came in the next day and corrected them. Thanks Bob for coming in during the holidays and talking care of my problem. Will be back whenever I need service, highly recommend them. A stand up guy.
Kathy Kelly
Kathy Kelly
12:40 24 Sep 19
This business has the best customer service I've seen in years and the knowledge to support it! I just dropped in to see if a concentrator could be serviced acknowledged me right away ,took time to look at device and problems. A Big Thank You.!
Robert Knorr
Robert Knorr
15:09 26 Apr 19
After a week of contacting two Major providers of CPAP supplies, and being told it was no longer in warranty, I was able to convince one provider to give me the name of Altra Service , a certified company that could repair my machine. Not sure why this industry is so difficult to communicate with , but we have definitely had our moments. I was to the point before I called Altra Service Professionals, that I asked the one provider, are these “throw away Machines” like our Television sets are? At that point, I think she felt sorry for me. From here on. , the story is All positive ! I called Altra and found out they were in Ocala, about 30 miles from my home. I asked the very pleasant girl on the phone if it was possible to bring the machine to them ? Absolutely was her answer, most of our business is mail in, but bring it up. She gave me a good day to come in, Thursday. I arrived yesterday morning, within 10 minutes, I was informed the machine was “still in warranty time frame”. Their tech was called out on a last minute repair, but the Boss Tok my machine back to the shop, checked it out completely, replace fan and motor, and decertified the ResMed Dreamstation. Within about an hours time, I was all set to go, a most pleasant experience by everyone I met at Altra Service Professionals ! Might I also add, the unit last night was as quiet as the day I received this BIPAP machine. I would highly recommend Altra Service Professionals, mail in or drop off service, they a very Professional company to deal with !
Cheri Adams
Cheri Adams
23:08 05 Apr 19
I received a return phone call from Cassidy who was friendly, helpful, understood my need to get a repair done quickly. She gave me the option of driving to Ocala or sending the unit via UPS. When she checked stock what I was needed was in stock. Terrific! I'll make the drive! See you Tuesday! Thanks for your courteous conversation and solution to my issue. Y'all are great so far! Part 2 - Thank you for such a rapid turn around. You folks are AWESOME!!!!! Great company to do business with.
Cheri Adams
Cheri Adams
23:08 05 Apr 19
I received a return phone call from Cassidy who was friendly, helpful, understood my need to get a repair done quickly. She gave me the option of driving to Ocala or sending the unit via UPS. When she checked stock what I was needed was in stock. Terrific! I'll make the drive! See you Tuesday! Thanks for your courteous conversation and solution to my issue. Y'all are great so far! Part 2 - Thank you for such a rapid turn around. You folks are AWESOME!!!!! Great company to do business with.
George ortiz
George ortiz
20:08 01 Apr 19
Work place. Any question dont hesitate to ask
Cheri Adams
Cheri Adams
15:44 29 Mar 19
I received a return phone call from Cassidy who was friendly, helpful, understood my need to get a repair done quickly. She gave me the option of driving to Ocala or sending the unit via UPS. When she checked stock what I was needed was in stock. Terrific! I'll make the drive! See you Tuesday! Thanks for your courteous conversation and solution to my issue. Y'all are great so far!
Jeania Eames
Jeania Eames
21:43 30 Jan 19
I sent my unit for repair. Was told it was obsolete and they did not have parts so they could not fix it. I asked Anthony who contacted me to please take a second look. He did and did some testing and found the part I needed. Their customer service is the best, keep it up. I havn't even turned it on yet but will still give them 5 stars, great company!
Gregory Pryor
Gregory Pryor
13:22 19 Nov 18
Great online chat with service professional! You have to appreciate a service organization that puts the customer first !
Gene Brandzel
Gene Brandzel
19:16 08 Nov 18
The people at Altra were professional, helpful and extremely pleasant to deal with. They responded to my questions promptly, kept me informed as to how the repair was proceeding and bent over backwards to deal with some special needs that I had. If I have need any further help in the future I will use them again for repair services.
Debbie Howard
Debbie Howard
01:11 19 Oct 18
Let me tell what a good business ethic is. Altra absolutely has one. I have a machine that I couldn't figure out how to change the filter on. I chatted with someone from Altra and they told me what to do, for the unheard of price of FREE! So since they charged me such, they have gained a customer for the rest of this life, I have. Thanks, Oxygen is flowing! Didn't realize how little had been coming through till the new filter was put in...Again thank you for the GREAT, customer experience!
george ortiz
george ortiz
16:15 17 Oct 18
This is my place of employment
Matha Goram
Matha Goram
23:09 10 Sep 18
SLA honored for estimate and repair. Mom-and-Pop outfit but superb fielding from Connecticut office helped out tremendously to soothe my impatience.Unfortunately, the cryptic response to my post-service request for assistance leads me to believe that local service (if available) is the more prudent way to proceed.A new board was installed and no check was performed on writing to an SD card by the service technician - I did not foresee this exception. I will use a new SD card (after formatting it, of course).
David Carroll
David Carroll
22:31 26 Feb 18
Sent floor model oxygen concentrator from Texas to Ocala, Fl for repairs. Very easy online shipping arrangement. Concentrator returned within 2-3 weeks in good repair. Total costs including shipping both ways about $230. Sending second unit today and will follow up with new rating on this unit including repair costs. Seems to be honest, strait forward service provider. Recommended.
poppy11121
poppy11121
15:47 18 Mar 15
Outstanding service from start to finish.
See All Reviews