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-$30, 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, 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 filters & physical damage. 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, CPAP, or BiPAP 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.
