International Policies – Orders, Shipping, Warranty

International Customers:

WHN ships worldwide! We use DHL as our international carrier, as they have proven to be consistently reliable as an international shipping partner. Please note: International orders will not be shipped without a valid email address and phone number associated.

International orders for LiveO2 systems require special handling, and most often a ‘lead time’, as the air separators which are a part of the LiveO2 system need to be ‘special ordered’ from the manufacturer for use outside of North America, in order to be specifically compatible with the region’s voltage and frequency requirements. There is an additional associated cost of $200 to have the air separator components built to regional specifications; this additional charge will be applied to the system when selecting ‘for international use’ with associated products when placing an order with the WHN store. In the event that the air separator is to be used outside of North America and the option to purchase a regionally appropriate unit is waived, the air separator warranty will be considered void. When ordering a LiveO2 system, a WHN representative will be in contact to finalize the order and verify the specific region in which the air separator is to be used.

WHN’s International Shipping Policy dictates that any return/exchange shipping costs will ultimately be the customer’s responsibility in the event that an issue arises with the product. WHN tests our products before shipping in order to be reasonably sure that what we ship is free from defects, though we recognize that this does not necessarily cover all eventualities. The WHN warranty will still be honored for any product malfunction in accordance with our standard warranty policies, with the exception that WHN is not able to bear the shipping/exchange costs associated with international returns or international warranty issues. Regarding the air separator component of the system, the air separator manufacturer has service centers located around the world, which will reduce any return shipping costs on warranty or service issues associated with the air separators. Contact a WHN representative by emailing support@whnlive.com to inquire about options for having your air separator purchased through WHN serviced locally.

Fixed Shipping charges associated with international orders for LiveO2 systems will be applied at checkout. These rates are calculated to allow for all associated charges to be covered when shipping to the more costly regions around the globe. *When warranted, excess shipping charges paid upfront may be refunded to the customer whenever it is determined that total cost of shipping is significantly less than what was collected. If a more specific international ship quote is desired before the order is placed, please contact support@whnlive.com to request one, providing a complete shipping address as well as which product is intended to be ordered and  a WHN representative will reply at first opportunity.

Please note that shipping internationally involves following the particular customs, internal revenue laws and procedures of the receiving country. WHN collects any applicable GST, VAT, duties and other international charges that are able to be identified up front, in order to expedite the shipment clearing Customs.  Depending on the country of receipt, additional duties, taxes, licenses and/or fees may be required by the receiving country before the order is released to the customer. Shipping insurance is automatically applied to international orders, as the incidence of damage may be increased due to the extended shipping distances coupled with the weight of the air separator. The fixed shipping price automatically applied on the WHN store is calculated to allow for all of these variables stated above, including the cost of the shipping insurance.

The shipping cost to send a LiveO2 or LiveO2-AC system to international countries may be between $500-$900 USD, depending on which system is purchased. This shipping cost is associated with ordering a complete LiveO2 or LiveO2-AC system, which includes the air separator. The separators weigh between 40-65 pounds, again depending which system is purchased.

We do not sell refurbished concentrators outside of the United States due to an increased potential for unsupportable functionality issues.