Frequently Asked Questions
Please do not hesitate to contact us via our customer service page or by phone at 866-333-4030 if you require further information.
Ordering, Pricing and Shipping
How do I contact customer service?
We are available by phone, toll free 866-333-4030 or 636-600-4030 from 8am to 5pm CST, Monday thru Friday. You may also reach us via our customer service page.
How do I place an order?
You may place an order directly online using our secure site or by phone during normal business hours. Upon receipt of an online order, a Customer Service Representative will contact you to confirm your order, shipping charges and payment method.
Phone: 866-333-4030 or 636-600-4030
Why do I need a prescription to purchase some products?
Federal Law restricts the sale or use of regulators and conserving devices without the express written order of a physician; therefore, Responsive Respiratory only sells these items to Healthcare dealers and distributors. Please call us at 866-333-4030 and we will gladly assist you in locating a dealer in your area to provide you with this product, with proof of prescription.
What is my price?
All prices shown are manufacturer's suggested retail prices. Responsive Respiratory's dealers receive discounted rates from these levels.
How do I make a payment?
We accept VISA, MasterCard, and American Express. Dealers may request pricing and terms by calling 866-333-4030.
When do you ship?
We ship Monday thru Friday. All orders placed before 3pm CST will ship same day. Orders placed after 3pm will ship the following business day.
What shipping carriers do you use?
We ship orders via USPS or UPS ground, unless otherwise specified or the product is too large. Larger products (Industrial Carts & Racks, Transfilling Systems) will ship LTL and will be routed the most direct, most cost effective carrier available. A Customer Service Representative will contact you after order placement with a freight quote for all LTL shipments.
We process and ship all orders within 24 hours of receipt.
What is your return policy?
We offer a 30 day return policy. If you find it necessary to return an item, please contact customer service to request a Returned Goods Authorization (RGA) number. The item must be in its original packaging with the packing slip and receipt included. Used items and products packaged for oxygen use (i.e. conservers, regulators and oxygen disposables) that have been removed from the original packaging (polybag) are not eligible for return. The RGA number must be clearly marked on the outside of the shipping box. No packages will be accepted without an RGA number. Return shipping costs are the responsibility of the purchaser - all goods must be sent freight pre-paid. Special order and customized items are not eligible for return. If the product is not in its original packaging or has been damaged, no credit will be issued. A restocking fee applies to all returns.
What if my product is damaged during shipment?
Please ensure that your packages are inspected for damage prior to signing for the shipment. We take the utmost care in packaging your product to prevent shipping damage; however, in the event that product is received damaged or merchandise is missing, please keep the original shipping carton and take the following steps:
What if the product is defective?
In the event that you receive a defective product, please contact customer service at 866-333-4030 to request a Return Goods Authorization (RGA) for return.
What is your warranty policy?
All products sold by Responsive Respiratory have been 100% quality inspected prior to shipment. Products are covered by a limited warranty effective from the date of manufacture. The following products have a date code applied and are covered by the time period listed below:
How do I submit a warranty claim?
For warranty repairs, please contact customer service at 866-333-4030 for a Return Goods Authorization (RGA).
How do I become a distributor?
Responsive Respiratory is always looking for dedicated dealers to carry our products. Please contact customer service at 866-333-4030 to inquire about becoming a dealer.
I need a logo/photo for use on my website/catalog, who do I contact?
All of RRI's products and logos are available for use by our distributors for promotional purposes only. Please contact us via our contact us page or by phone at 866-333-4030 for the images you need.
Can I add my logo to any product?
Yes! Responsive Respiratory offers a Private Label Program (PLP) to add logos or provider names to a number of our products including:
Responsive Respiratory offers low set-up fees, low minimums, quick turn-around times and an industry-exclusive laser engraving process to permanently add a name and logo into our regulators and conservers. With our quick turn-around times, we logo and ship products within 2 business days, after logo approval. Minimum quantity purchase applies for all PLP items. Please call customer service at 866-333-4030 for more details.
What's the difference between a regulator and conserver?
Oxygen regulators deliver oxygen on continuous flow only.
Oxygen conservers deliver oxygen on inhalation only and do not provide oxygen during exhalation, thus allowing the cylinder contents to last 3 to 5 times longer than a regulator.
What's the difference between single / dual lumen conservers?
Single lumen conservers use a single cannula where negative and positive pressure goes through a single tube.
Dual lumen conservers utilize a special cannula that senses on one side and delivers oxygen through the other tube. Dual lumen conservers are optimal for shallow breathers or those who require a more sensitive device to trigger the oxygen.
What does D.I.S.S. stand for?
D.I.S.S. stands for a Diameter Index Safety System - a type of outlet valve that provides a unique connection that is specific for the gas used (i.e. oxygen, CO2, nitrogen, etc) to avoid delivery of incorrect gas.
What is the difference between CGA540 and CGA870?
CGA 540 fitting is a nipple and nut configuration for cylinders larger than an E size (i.e. M60, MM H, J, K & T).
CGA 870 is a fitting for oxygen only and is used for E cylinders and smaller.
What's the difference between a cannula and demand cannula?
A standard cannula is used for single lumen conservers - the positive and negative pressure sharing the same tubing.
Demand cannulas are used for dual lumen conservers with a split tube for inhalation and oxygen delivery.
Which cart/rack is best for my application?
We offer a full line of light to medium duty carts and racks ideal for in-home, office or patient use. These racks are designed to be compact and provide durabilty and ease of use for the user. Our warehouse, horizontal stackers and industrial duty carts and racks are ideal for warehouse, cylinder transport and storage needs. These systems are engineered to withstand the demands of these environments and are upgradeable for the user - they are stackable, and can be retrofitted with casters or doors (on the Industrial Duty line) at any time, to offer flexibilty for customers.
I bought a rack but need a cart now, can I add casters to my current unit?
Yes! Our warehouse, horizontal stacker racks and industrial duty system can be retrofitted easily with casters or handles at any time.
I need to be DOT compliant for vehicle transport - what rack should I order?
Our industrial duty systems offer latching steel doors for DOT compliant cylinder transport.