1. Product Information & Usage
Q1. What safety precautions should I follow when using an oxygen concentrator?
For safe and proper operation, please follow these precautions:
- Keep away from flames and smoking. Never smoke or use an oxygen concentrator near open flames, heat sources, or flammable materials.
- Monitor oxygen output and device alerts. Regularly check your concentrator for warning indicators, alarms, or unusual performance. If the oxygen concentration is lower than expected, inspect the device and contact customer support.
- Monitor your oxygen levels. If you use an oxygen concentrator for a chronic medical condition, follow your healthcare provider's instructions for monitoring blood oxygen saturation (SpO₂).
Always follow the instructions provided in your device's user manual.
Q2. What is the difference between continuous flow and pulse flow oxygen delivery?
The main difference is how oxygen is delivered.
Pulse Flow: The device detects your inhalation and delivers oxygen when you breathe in. Oxygen delivery pauses between breaths, helping conserve battery power. This mode is commonly used in portable oxygen concentrators.
Continuous Flow: The device delivers a steady flow of oxygen regardless of whether you are inhaling or exhaling.
The appropriate delivery mode depends on your oxygen requirements and your healthcare provider's recommendations. Pulse settings are not directly equivalent to continuous-flow liters per minute.
Q3. Are oxygen concentrators noisy?
Oxygen concentrators produce some sound during operation, but they are generally designed to operate at relatively low noise levels.
Actual noise levels may vary depending on the model, operating settings, and surrounding environment.
Q4. Do I need a prescription to purchase an oxygen concentrator?
Prescription requirements depend on the device's intended use and regulatory classification.
In the United States, oxygen concentrators intended for medical oxygen therapy generally require a prescription from a licensed healthcare professional.
Please contact our customer support team to confirm the requirements for your specific product before purchasing.
Q5. Can I bring a portable oxygen concentrator on an airplane?
Some portable oxygen concentrators are approved for use during air travel, provided they meet applicable FAA requirements and airline policies.
Before traveling, we recommend contacting your airline to confirm whether your specific device is permitted and to review battery capacity and backup battery requirements.
Not all portable oxygen concentrators are approved for in-flight use.
Q6. How does an oxygen concentrator work?
An oxygen concentrator uses molecular sieve technology to separate nitrogen from the surrounding air.
By removing much of the nitrogen, the device produces oxygen-enriched air and delivers it through the appropriate oxygen outlet.
Q7. Are portable oxygen concentrator batteries rechargeable?
Yes. Our battery-powered portable oxygen concentrators feature rechargeable batteries, allowing convenient use while traveling or away from home.
Q8. What is the difference between the two home oxygen concentrator models?
The primary differences are their intended usage scenarios and operating features.
Both models offer broadly similar oxygen concentration capabilities, although actual performance and specifications may vary.
We recommend comparing the product specifications to determine which model best suits your needs.
Q9. Can Novacarex portable oxygen concentrators be used in a vehicle?
Supported portable models can be used in vehicles, making them convenient for road trips and everyday travel.
Please refer to your device's user manual for compatible power options, vehicle power requirements, and safe operating instructions.
Q10. How long can an oxygen concentrator run?
Operating time depends on the type of oxygen concentrator.
Home Oxygen Concentrators: These units operate using a 110V power supply and are designed for extended operation when used according to the manufacturer's instructions.
Portable Oxygen Concentrators: Battery-powered models typically offer approximately 3–6 hours of use per charge, depending on the selected settings, battery condition, and device model.
Q11. Do I need to add water to my oxygen concentrator?
Some oxygen concentrators support an external humidifier bottle, which may help reduce dryness during oxygen delivery.
Adding water is optional for certain compatible models and depends on individual needs.
Always refer to your product manual to confirm whether your device supports a humidifier. Never pour water directly into the concentrator.
Q12. How do I replace the battery in my portable oxygen concentrator?
Our portable oxygen concentrators with removable batteries allow you to replace the battery when needed.
Follow the instructions in your user manual to safely remove and install the battery.
Home oxygen concentrators generally do not include removable batteries and must remain connected to an appropriate power source during operation.
Q13. Why can't I find where to add water to my oxygen concentrator?
Humidification systems vary between home and portable oxygen concentrators.
Some models use an external humidifier bottle, while others may not support humidification.
Please refer to your user manual for model-specific instructions.
Q14. How do I choose the right oxygen concentrator?
The best choice depends on where and how you plan to use the device.
- For primarily at-home use: A home oxygen concentrator may be the more practical choice.
- For travel and outdoor activities: A portable oxygen concentrator offers greater convenience and mobility.
If you require oxygen for medical treatment, consult your healthcare provider to ensure the selected device meets your prescribed oxygen delivery requirements.
Q15. What are oxygen concentrators commonly used for?
Oxygen concentrators are designed to provide oxygen-enriched air for appropriate oxygen supply applications.
Depending on the device's intended use and regulatory status, they may be used for prescribed oxygen therapy or other manufacturer-specified applications.
For medical conditions, low blood oxygen levels, or high-altitude oxygen needs, seek professional guidance before use.
Q16. How should I maintain my oxygen concentrator?
Regular maintenance helps keep your device operating properly.
We recommend:
- Inspecting and replacing nasal cannulas and other accessories as needed.
- Cleaning and maintaining the device according to its user manual.
- Checking filters and air vents regularly.
- Following the manufacturer's battery storage instructions if your portable concentrator will not be used for an extended period.
For long-term storage, removable batteries may need to be disconnected and stored at the recommended charge level.

2. Shipping & Delivery
Q17. How soon will my order ship, and how long does delivery take?
We typically process and dispatch orders within 1 business day after order confirmation.
Most orders within the United States arrive in approximately 4 business days, while deliveries to certain remote areas may take 6–7 business days.
Delivery times are estimates and may vary due to location, carrier operations, holidays, or other unforeseen circumstances.
Q18. Where do your products ship from?
Our primary fulfillment warehouses are located in the United States and Canada.
We generally select a suitable warehouse based on your delivery location and product availability to help ensure efficient shipping.
Q19. Why hasn't my tracking information been updated?
Tracking information typically becomes available or updates within 24 hours after shipment.
During holidays, peak shipping periods, or carrier processing delays, updates may take longer than usual.
If your tracking information remains unchanged for an extended period, please contact our customer support team.
Q20. Do you offer expedited shipping?
At this time, Novacarex does not offer expedited shipping.
We process orders as quickly as possible through our standard shipping service.
Q21. Why was I charged a shipping fee?
We offer free shipping for eligible orders to most locations within the United States and Canada.
However, certain remote destinations, such as Hawaii, may require additional shipping charges.
Any applicable shipping fees will be displayed during checkout.
Q22. Why did I receive multiple packages for one order?
Depending on inventory availability and warehouse arrangements, items from the same order may be shipped separately.
For example, an oxygen concentrator and replacement nasal cannula may arrive in different packages.
Separate tracking details may be provided for each shipment.
Q23. How are shipping costs calculated?
Standard shipping is free for eligible orders in most supported delivery areas.
Additional charges may apply to certain remote locations or special shipping destinations.
The final shipping cost, if any, will be displayed at checkout.

3. Orders, Returns & Refunds
Q24. Where can I find your return and refund policy?
You can find our Return & Refund Policy in the footer of our website.
The policy provides detailed information about return eligibility, refund conditions, and the return process.
Q25. Can I modify my order after placing it?
Yes, provided your order has not yet been shipped or reached a stage where changes are no longer possible.
If you need to update your shipping address, product selection, or other order details, please contact our customer support team within 2 hours of placing your order.
We will do our best to accommodate your request.
Once an order has been dispatched, changes may no longer be possible, and additional fees may apply.
Q26. Can I cancel my order if I change my mind?
Yes. If you wish to cancel your order, please contact our customer support team as soon as possible, preferably before the order has been shipped.
Orders that have already been dispatched may not be eligible for immediate cancellation and may be subject to applicable return conditions or fees.
Please refer to our cancellation and refund policies for details.
Q27. What should I do if my product arrives damaged or with missing parts?
If your order arrives damaged or any accessories are missing, please contact our customer support team and provide:
- Your order number
- Photos showing the damage or missing components
- A brief description of the issue
Once the issue has been verified, we typically arrange shipment of replacement products or parts within 1 business day.
Q28. What if my product has a quality issue?
If you experience a product quality issue, please contact our customer support team with your order number, a description of the problem, and relevant photos.
After verifying the issue, we typically arrange an appropriate resolution or replacement shipment within 1 business day.

4. Warranty & Customer Support
Q29. Where can I find the user manual for my device?
The user manual is usually included in the product packaging.
Please check the box and accessory compartments carefully.
If you cannot locate the manual, contact our customer support team for assistance.
Q30. How can I find compatible accessories for my oxygen concentrator?
Our customer support team can help you find suitable accessories for your device.
Simply provide your product model or relevant device information, and we'll assist you in identifying compatible parts.
Q31. Does Novacarex offer a warranty on oxygen concentrators?
Yes. Novacarex oxygen concentrators generally come with a 1-year warranty.
Please note that certain sealed, vacuum-packed, or hygiene-sensitive medical consumables may be excluded from warranty coverage for health and hygiene reasons.
Warranty terms and coverage may vary by product. Please refer to the applicable warranty policy for complete details.