Reel Free Recall Support

We are here to help ensure the best possible experience with your Reel Free device.

We have become aware of an issue that can occur where in rare cases the device may power on or off randomly. While this issue is uncommon and is not guaranteed to happen, it has come to our attention and we want to support our users proactively. We are taking this step to ensure the most reliable experience possible and to continue serving you with the level of care and support you deserve.

Please read each section carefully before completing this form.

It is very important that all information is entered correctly to help us make this process as smooth and fast as possible. Any error entered into the form may extend the amount of time it takes for us to replace the part and return your unit to you.

We are going to work as quickly as possible because we understand how important this device is to you. Taking a moment to carefully review each field helps us support you faster and avoid delays.

Locate Your Original Receipt

You will need to locate the original receipt for your order that was sent by email to the email address entered at checkout.

If you cannot locate your receipt, please email service@reelfree.co with the subject line Locate Receipt.

In the email, please include the name used under the original order so we can help track it down for you.

Original Order Information

Please enter the information exactly as it appeared on the original order.

Order and Unit Information

Please enter the order and unit details exactly as requested below.

This can be found on your original receipt email and is formatted similar to #1928-1294.

The serial number is located on the side of the reel and is formatted similar to RR101-R04-1101.

Where to Find Your Serial Number

Please reference the images below to help locate the serial number on your unit.

Example showing where to find the serial number on the Reel Free unit.
Locate label on side of unit circled in red.
Second example showing where to find the serial number on the Reel Free unit.
Locate serial number on label circled in red. Example: S/N: RR101-R04-1010

Confirm Current Return Shipping Information

Please enter the information for the address where you would like your repaired unit shipped back to.

Customer Scenario Form

Please answer the questions below based on your current scenario.

1. How often do you use oxygen?

2. What is your typical oxygen flow rate?

3. Have you noticed any of the following?

Recall Agreement and Customer Responsibilities

By checking the box below, you confirm that you have carefully read every section of this form and that all information entered is accurate to the best of your knowledge.

You also agree that you will correctly remove all accessories from the unit, including oxygen tubing, tether, and anything else attached to the device, and package only the blank unit itself, the power cord, and the remote or remotes if multiple are included.

After submitting this form, you will receive an email with the shipping label and instructions. You will be responsible for packaging the unit, printing the label, and dropping the package off at the correct shipping location. Once we receive the unit, we will immediately replace the part and ship it back out to you as quickly as possible.

You are also responsible for correctly removing the tubing before shipment and reinstalling the tubing once the repaired unit is returned to you.

Thank You for Your Patience

We truly appreciate your patience through this process, and we are doing this to ensure the best possible experience for you.

We are always here for our users, and it is an honor that we have been able to create something that can make an impact in your lives. Your responses, ideas, and feedback mean the world to us, and it is a privilege to serve you with the best experience we can possibly provide.

If you have any questions, please email service@reelfree.co with the subject line Recall Questions.

Please ensure all information is entered correctly before submitting.

When you click the submit button, please click it only once and wait for it to load. You will see a confirmation message appear once your submission has been successfully received.

Please do not click the button multiple times. If you do not see a submission successful message or do not see any response appear, please do not submit the form again. Instead, email service@reelfree.co.

If you do not receive the confirmation email with the shipping label, please check all inbox folders, including spam. If you still do not see it, please reach out to service@reelfree.co. Please do not fill out the form again.