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CPAP Repair Process

Step 1: Getting your CPAP machine to us

Click Schedule Service to be directed to our service request form. Enter the necessary information and click “Submit”. You will be redirected to a confirmation page, which will also be emailed to the address provided. Click the printer icon on the confirmation page to be directed to our UPS shipping label page. Once again, enter the necessary information and click “Process Shipment”. Please note to enter the weight as a whole number only, no letters or decimals. Not sure of the weight? Enter your best guess.

Package your machine and bring it to a UPS drop off location. Don’t forget to bring your UPS shipping label! Please use a box large enough to fit your machine, accessories, and packing material such as bubble wrap. If you do not have packaging materials, you can purchase them at your nearest UPS Ground drop off location. Be sure to include main accessories such as power cord, humidifier, etc. Please, do not send modem or disposable supplies such as tubing, mask, etc.

Step 2: The Repair

Once we receive your machine, we will log it into our computer tracking system and send you an email advising that we have received your machine.  Next, we will schedule your CPAP machine for an evaluation, usually within a few days. Once completed, we will email you a detailed evaluation along with an estimate of cost for the repair.

If approved, we will email an invoice for the total repair cost, including return shipping. There will be a link to make a secure payment. Once paid, we will complete the repair and return the machine to you, usually within 3 business days, depending on current work volume and parts availability.

If declined, we will email an invoice for the return shipping only. If you would like to scrap and recycle your machine, the return shipping fee is waived and there will be no cost to you. We do not charge a fee for the evaluation.

Revised Estimates: There are times when we complete the repair and it fails during the run-in period. In this situation, your machine may require additional parts, in which case you will receive a revised estimate with the additional amount due. You can either approve the additional amount, or reply to the email to decline the repair. If declined, we will refund the original payment, less the return shipping cost.

Step 3: The Return

Once the repair has been completed, burned-in, and has passed all of the post-repair testing parameters, we will package your unit and ship it back to you via UPS Ground. Once shipped, you will receive an email containing a copy of the paid invoice along with the tracking number. Expedited shipping is available upon request for an extra charge.

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.read more
Gene Brandzel
Gene Brandzel
19:16 08 Nov 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!read more
Debbie Howard
Debbie Howard
01:11 19 Oct 18
This is my place of employment
george ortiz
george ortiz
16:15 17 Oct 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).read more
Matha Goram
Matha Goram
23:09 10 Sep 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.read more
David Carroll
David Carroll
22:31 26 Feb 18
Outstanding service from start to finish.
poppy11121
poppy11121
15:47 18 Mar 15