Patient support

What do you need help with today?

You're already a Diamond patient — this is where you get answers about your equipment, your delivery, your coverage, and your bill. If it's urgent, call (800) 977-3002. Oxygen support is answered 24/7.

Call (800) 977-3002 Request resupply Troubleshoot my equipment

Start here — choose what you need

I'm getting new equipment

What we carry, how coverage works, and what setup looks like.

See products →

My equipment is alarming

Quick triage, then call us — 24/7 for oxygen

Triage steps →

I need supplies

Filters, tubing, masks, batteries — plus shop.diamondrx.com

Request supplies →

Where's my order?

Delivery, setup, and pickup status

Check status →

I got a bill I don't understand

Statements, deductibles, delayed claims

Billing help →

My equipment is broken

Repair, swap, or replace — what’s covered

Fix it →

I'm done with my equipment

Return and pickup — we’ll schedule it

Return / pickup →

Troubleshoot by device

Most fixes take 2–3 minutes. If you’re on oxygen, switch to backup first.

Oxygen concentrator alarming+

Check power — is the cord seated and the outlet live? Try another outlet.
Check tubing for kinks and that the cannula is connected.
Check the filter — remove, rinse if washable, let dry, reinstall.
Note the exact alarm sound/light and any display code.

Switch to your backup cylinder if you have one and call with your model + code. We’ll walk you through it.

Concentrator alarms guide → · Triage checklist →

Still not right? Call (800) 977-3002 — 24/7 for oxygen.

CPAP: leaks, dryness, noise+

Leaks: re-seat mask with machine on, loosen then re-tighten straps, check cushion for cracks.
Dryness: raise humidity one step, check water chamber level, check for mask leak.
Noise: check tubing for holes, reseat chamber, check filter.

Troubleshooting CPAP → · Cleaning hacks →

Still not right? Call (800) 977-3002 — 24/7 for oxygen. For CPAP, we’ll call back next business day.

CPAP mask doesn't fit or hurts+

Try the fit check with machine on — cushion should seal without overtightening.
Consider style: nasal, pillow, or full-face — each fits differently.
Replace cushions every 1–3 months; headgear every 6 months.

CPAP mask types — finding the perfect fit →

Still not right? Call (800) 977-3002 — we’ll help with sizing.

Nebulizer isn't misting+

Check power and that tubing is firmly connected at both ends.
Clean per guide — vinegar soak for parts, air-dry completely.
Check filter and replace if discolored.

How to clean your nebulizer →

Still not right? Call (800) 977-3002.

Hospital bed or lift won't operate+

Check that the power cord is plugged in and the outlet has power.
Check the hand control connection and that lockout isn’t engaged.
Look for anything blocking movement under/on the frame.

Do not force the mechanism. Note model + what you see/hear.

Still not right? Call (800) 977-3002 — we’ll dispatch service.

Power outage — I’m on oxygen+

Switch to your backup cylinder or portable concentrator with charged batteries.
Conserve: stay seated, use your prescribed flow only, keep tubing unkinked.
Charge portables when power returns; check concentrator filter before restarting.

Don’t have backup? Call us immediately. Also see Wildfire & outage response → and Traveling with portable oxygen →.

If this is a medical emergency, call 911. Then call us at (800) 977-3002 — 24/7.

Billing & insurance — quick answers

Full billing details →

Why did I get a bill when I have Medicare?+

Medicare covers DME when qualifying criteria and documentation are met. A bill usually means a deductible, coinsurance, or a claim still in review — not that coverage was denied. Call us and we’ll walk through your statement line by line.

Questions? Call (800) 977-3002.

What does “deductible” mean on my statement?+

Your deductible is the amount you pay each year before your plan starts paying. It resets annually. Statements show what was billed, what your plan paid, and what remains. We can check where you stand before your next delivery.

My claim is delayed — do I need to reorder?+

No. Most delays are missing notes or payer review. We correct and resubmit — you’ll get an updated statement once it’s adjudicated. No need to reorder.

How do I pay my bill?+

We’ll review your statement and take payment by phone. Call (800) 977-3002 (Mon–Thu 8:00–5:00, Fri 7:00–4:00 Pacific) and have your statement handy. Online payment link coming soon — phone is fastest today.

Mailing a check? Call us and we’ll confirm the correct remittance address for your account.

Do you take my plan?+

We bill Medicare, Medicare Advantage, and most managed-care plans in Southern California. Cash-pay is also available via shop.diamondrx.com with transparent pricing. Call (800) 977-3002 to confirm your benefits.

Your equipment & your order

Rental vs. purchase

Most oxygen, CPAP, beds, and mobility items are rented while you need them. Small supplies (filters, tubing, masks) are typically purchased. We’ll confirm which applies before delivery.

How long you keep it

Keep it as long as your prescription is active and you need it at home. When you no longer need it, call us — we’ll schedule a pickup (see below).

Maintenance — you vs. us

You: filters, cleaning, tubing changes per your guide. We: mechanical service, safety checks, and swaps. Never open the concentrator housing — call us.

Reorder & resupply

We’ll prompt you when you’re due. Or request anytime: (800) 977-3002 or request form. Many supplies also on shop.diamondrx.com.

Where’s my delivery?

Call (800) 977-3002 with your name and delivery date — we’ll check status and confirm your delivery window. We set up and teach in your home across Southern California.

Update your info

Moved, new phone, or insurance change? Call us before your next delivery so claims and delivery aren’t delayed. Have your new card or address ready.

Done with equipment? Repair or replace?

Return & pickup

Call (800) 977-3002 to schedule a pickup. Please have the equipment clean and accessible. We’ll confirm what needs to come back.

Repair vs. replace

Mechanical issues are on us — we’ll repair or swap, and provide a loaner when available. Damage or misuse may be billable; we’ll explain before work begins.

Prescription & re-authorization

Some plans require periodic re-authorization. If your doctor needs to send something, we’ll tell you exactly what and fax it to them — you don’t need to chase the form.