FAQs: Customer Service Questions
- Must I be over 18 years of age to rent a POC?e? Answer
- What are OxygenToGo’s shipping rates? Answer
- What happens if I cancel my reservation? Answer
- When am I charged? Answer
- How will I receive a confirmation of my reservation? Answer
- What is a damage waiver? Answer
- Should I reserve early? Answer
- Should I take all of the rented components and accessories with me when I travel? Answer
- What is a pulse oximeter? Answer
- Will my insurance pay for the rental or purchase of this system? Answer
- Do all airlines accept the Portable Oxygen Concentrators on Board? Answer
- What paperwork do I need? Answer
- Do POC's rely only on batteries? Answer
- Do I need extra batteries? Answer
- Do you provide rentals for international travel? Answer
- Can a longer cannula be used with a POC? Answer
- Will the Inogen One work for TTO (Trans Tracheal Oxygen) users? Answer
- Can the Inogen One be used in conjunction with a CPAP/BiPAP/ TTO Scoop? Answer
- Can the patient take the POC on a commercial airline flight? Answer
- What should I do if I get an "Oxygen Low" message? Answer
- Is the EverGo portable concentrator right for me? Answer
- What does the EverGo portable oxygen concentrator weigh? Answer
- Can I use the EverGo portable concentrator when I travel? Answer
- Which airlines permit the use of the EverGo portable oxygen concentrator? Answer
- How is EverGo used during motor vehicle travel? Answer
- Can EverGo be plugged into a DC outlet while a car is not running? Answer
- What are the Sequal dimensions? Answer
- How much does the Sequal weigh? Answer
- What does "POC" stand for? Answer
- How do I return the rental POC? Answer
- Can I pick up or leave my POC at the airport? Answer
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Must I be over 18 years of age to rent a POC?e?
Yes. This device has only been approved by the federal government for those over 18, unless your physician approves for “off label” use.
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What are OxygenToGo’s shipping rates?
We usually ship the devices in our custom-made shipping containers to destinations within the continental United States via FEDEX 2nd-Day Air. We charge the customer exactly what FEDEX charges us; we do not attached any handling charges.
If the customer requires faster delivery, we usually use FEDEX overnight shipping. If the destination is outside of the continental U.S., we may use other carriers. Here, too, we charge the customer the same that these shipping services charge us. For international shipments, the customer is responsible for any duties, customs, or import fees due.
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What happens if I cancel my reservation?
If canceled within one month of scheduled rental, we will refund the entire rental fee. If canceled within less than one month but before the unit is shipped to the customer, we charge one-half of the rental fee (not including shipping). If the unit has already been shipped when the reservation is canceled, we charge the full fee, including shipping.
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When am I charged?
We will charge your credit card after the reservation is made and the contract is signed. Payment is necessary to confirm your reservation.
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How will I receive a confirmation of my reservation?
You must call OxygenToGo after you fax your rental paperwork to confirm receipt of rental paperwork. We will then confirm your reservation at that time.
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What is a damage waiver?
The Inogen One device is expensive. If it is lost, damaged, or stolen during the rental period (when not in the hands of the shipping agent or in our office), the customer bears the responsibility for replacing the device, valued at US$6,000, and will be charge to the renters credit card. By purchasing a damage waiver for approximately $98 per week, OxygenToGo will retain this responsibility and replace the unit at our cost if damaged or lost. In the case of theft or loss, the customer must submit a police report to verify the claim for the prepaid insurance or the insurance will not be enforce.
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Should I reserve early?
Yes. These devices are in high demand. We recommend that you reserve your unit as soon as the details of your trip are finalized.
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Should I take all of the rented components and accessories with me when I travel?
We recommend that all components are brought with the unit. One never knows when they will need to charge batteries or use the unit in a vehicle. Leaving any components behind is up to the customer. It may limit your mobility and enjoyment of the device and may render the unit unusable.
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What is a pulse oximeter?
This device is very reliable at monitoring a patient’s oxygen saturation levels. The unit can be used to monitor oxygen levels and to titrate, if necessary, the flow rates of the unit to obtain the patient’s saturation goal. We recommend that users check their saturation on their home equipment to assess what their baseline saturation is and use this as a goal saturation (or ask your doctor for his recommendation) with a POC.
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Will my insurance pay for the rental or purchase of this system?
OxygenToGo is not a durable medical equipment provider covered under Medicare or other insurance companies. . Your best recourse is in contacting your insurance agent to determine if it will compensate for the Inogen One system. We do not bill insurance companies but do provide you with a receipt which can be submitted. Payment from insurers is between you and the insurer.
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Do all airlines accept the Portable Oxygen Concentrators on Board?
No. For a complete list of airlines who do allow portable oxygen concentrators onboard, please call OxygenToGo for list. If your air carrier is not listed, you may want to call a ticketing agent to verify its policy and alternatives
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What paperwork do I need?
Most airlines require a copy of the prescription from your doctor. Every airline is different so please contact the airline to verify.
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Do POC's rely only on batteries?
In flight is the only area that requires battery use. Beyond the aircraft you can plug into the car or wall outlet.
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Do I need extra batteries?
Yes. We provide three additional batteries with each device, which can supply approximately three hours of power each for a total of approximately nine hours.. For longer flights where no outlets are available onboard, we can provide additional batteries to provide power for the duration of any flight.
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Do you provide rentals for international travel?
Yes. Most POC's will function on European (220) voltage with the correct plug adaptor. (No current or voltage converted needed.)
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Can a longer cannula be used with a POC?
For the Inogen, Sequal, and Invacare during pulse mode the cannula must be seven feet long or less in order to properly sense the patient's breath and deliver oxygen early in the breathing cycle, when oxygen is most beneficial.
For the EverGo the cannula can be up to 30' long.
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Will the Inogen One work for TTO (Trans Tracheal Oxygen) users?
Call OxygenToGo. 877-736-8691
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Can the Inogen One be used in conjunction with a CPAP/BiPAP/ TTO Scoop?
Please call OxygenToGo at 877-736-8691.
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Can the patient take the POC on a commercial airline flight?
Yes. Call OxygenToGo with questions. 877-736-8691
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What should I do if I get an "Oxygen Low" message?
This error message indicates that the oxygen concentration is below 82% while the concentrator is used in one of the pulse flow settings (setting 1 through setting 5). This error may occur if the concentrator is turned on, but is not being used (no one is breathing on the device). To confirm this is the issue, either breathe with the cannula, or place the device in satellite mode for 1 to 2 seconds and then return the flow control back to the original setting. After a few minutes, the O2 alert should clear. If this error continues to occur, please contact OxygenToGo Customer Care for further instruction.
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Is the EverGo portable concentrator right for me?
Only you and your doctor can determine if EverGo is the right oxygen concentrator for you. If you are active and require a highly portable source of oxygen, EverGo is ideal.
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What does the EverGo portable oxygen concentrator weigh?
9.9 lbs (4.5 kg) with 2 batteries and carrying case
8.5 lbs (3.8 kg) with 1 battery and carrying case -
Can I use the EverGo portable concentrator when I travel?
EverGo is ideal for people who enjoy traveling and rely upon oxygen therapy. EverGo operates from a wall outlet (AC power), an automobile charger (DC power), or its internal rechargeable batteries, two lithium ion batteries similar to the type used in laptop computers. The device has been cleared for air travel by the FAA. Because airline policies for traveling with an oxygen concentrator vary, you need to check with your airline before flying with EverGo.
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Which airlines permit the use of the EverGo portable oxygen concentrator?
The list of commercial air carriers allowing the use of EverGo during flight is growing monthly. Check the current list of carriers that have cleared EverGo for air travel.
Air Berlin
Air Canada
Air France
Air Iceland
AirTran Airways
Alaska
Allegiant Air
American Airlines
American Eagle (American Airlines)
ASA - Atlantic Southeast (Delta)
British Airways
Cathay Pacific
Champion Air (NWA)
Chautauqua Airlines (Delta)
Colgan Air (Continental)
Comair (Delta)
Commut Air (Continental)
Continental
Continental Express (Continental)
Continental Micronesia (Continental)
Delta
Express Jet
Freedom Airlines (Delta)
Frontier
Gulfstream International (Continental)
Hawaiian
Horizon
Iceland Air
JAL
JetBlue
Lufthansa
Mango
Mesaba Airlines (NWA)
Midwest
Midwest Connect
Northwest Airlines
Pinnacle Airlines (Delta)
Qantas
Sinapore Air
Southwest
Sun Country
SAS Airlines
Shuttle America (Delta)
US Airways
Virgin Atlantic
West Jet -
How is EverGo used during motor vehicle travel?
Use the EverGo DC power cord to plug into the vehicle’s cigarette lighter or DC power input. When EverGo is operating from a DC power source, the batteries installed in EverGo will begin recharging.
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Can EverGo be plugged into a DC outlet while a car is not running?
No. Make sure the vehicle has been started before plugging in your DC power cord. If EverGo is operated using the DC power cord while the vehicle engine is turned off, it could deplete the vehicle’s battery.
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What are the Sequal dimensions?
Inches
Centimeters
Height
19.3
49.0
Width
12.3
31.2
Depth
7.1
18.0
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How much does the Sequal weigh?
With power cartridge: 17.9 pounds (8.1 kg)
Without power cartridge: 14.5 pounds (6.6 kg) -
What does "POC" stand for?
Portable Oxygen Concentrator.
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How do I return the rental POC?
All the return paperwork is inside of rental unit when delivered and should be the first item you see upon opening. Follow the simple instructions and don't hesitate to call with questions. 877-736-8691
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Can I pick up or leave my POC at the airport?
Sorry, but NO. Almost all clients that we service need supplimental oxygen at all times and, more importantly, you need time with the unit completely before you board.
We rent several different models of portable oxygen concentrators (POCs) for periods from a week to months. Every rental includes 24-hour access to respiratory therapists and board-certified physicians. And we can deliver these units to you FAST!
Did you know? With the FAA ruling, airlines require that you must have 150% of your flight time in battery time. So with a six hour flight, you would need nine hours of battery time. Call us with any questions at 877-736-8691
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