How do I place an order?
All orders are completed online through our website. Select the items you wish to purchase and place it in your shopping cart. Review your cart and proceed to checkout. Enter your shipping address and payment information. The order will be completed when you receive a order confirmation, otherwise the order is not complete.
How long before I receive my order?
Orders require 1-3 business days to process. Free Canada Post delivery is 1-7 business days. FedEx Ground delivery is 1-4 business days. Expect delays across all couriers due to Covid-19.
I live close by, is there a pick up option?
Unfortunately, there are no pick up options at this time.
How much is shipping?
Orders over $99 qualify for free shipping with Canada Post. Canada Post delivers in 1-7 business days (excluding 1-3 business days for processing). For upgraded shipping service, live rates are calculated at checkout. For all shipping details, click here.
Is there a tracking number for my order?
Yes. Your tracking number will be email within 1-3 business days, when your order is ready. Check your email (including junk mail) for shipping notification. Tracking may take up to 24 hours to update.
Are your products in stock?
Products are in stock and available unless they are marked as 'sold out'. With the DreamStation Recall, we've had an influx of machine purchases. We are working hard with manufacturers to re-establish our inventory. We recommend you put your name in the 'notify me when this product is available' entry and we'll let you know as soon as inventory is replenished.
What is your return policy?
We will happily accept returns on most unopened masks and accessories within 30 days of the original ship date on the invoice. Some items are final sale, please see our full return policy on which items are final sale. Returning of all unopened items are subject to a restocking fee of 15% of the items being returned. Shipping charges are not refundable. Due to hygienic protocols outlined in Health Canada and the Food and Drug Act, any product that has been opened and used cannot be returned - no exceptions. For details on our return policy, click here.
How do I cancel an order?
Email us at email@example.com with your order number and we can assist you with cancelling if your order has not yet been fulfilled.
I haven't received my money from cancelled order yet.
Allow 3-7 business days for the refund transaction to show up on your credit card statement. Please contact your bank for further assistance.
I think made multiple orders - how can I be sure?
If you did not receive a confirmation, the pending transactions were not complete. If multiple orders were made (confirmations received) by accident, email us at firstname.lastname@example.org with your order numbers for further assistance.
Can I can get an invoice/receipt for my order?
Yes. Your invoice/receipt will be emailed to you when your order is processed and ready to ship (found in the shipment notification email). This may take 1-3 business days. Check your email and junk mail. A paper copy will also come with your order.
What information is on an invoice/receipt?
- Customer contact, billing and shipping information
- All items purchased (itemized)
- Notes & instructions (if applicable)
- Shipping fee (if applicable)
- Total amount
- Total paid including a 'paid-in-full' stamp
- CPAPmachines.ca logo, letterhead & contact information (phone, email and address)
Can you change my name on my order invoice/receipt?
For accuracy and insurance purposes, order only with the intended customer name. Do not use your spouse's, child's or parent's name to order. You may make a request to email@example.com with your order number for a revision. We may update some customer information including email address, shipping address and customer name. We are unable edit 'billing info' or any billing information after an order is placed. It will show as is. If the billing information needs to change and the order is not fulfilled, we can cancel the current order and you can replace a new order.
Is there tax on my order?
There is no sales tax on medical products. Sales tax is applied to optional upgraded shipping.
My order is being returned to sender, what do I do?
Failure to deliver your order due to incomplete address (missing unit/apt number, postal code error, etc.) and your parcel is being returned to sender. Email us at firstname.lastname@example.org and we can reship your order and customer pays for additional shipping fee.
Do you ship outside of Canada?
We do not. All orders placed with shipping addresses outside of Canada will be cancelled accordingly.
Where can I find a promo code?
Visit our social media accounts for current promo codes you may apply to your order (if available).
Can I use more than one promo codes at a time?
No, only one discount code or promotional offer may be used at any one time. Use the promo offer than provides you with the best savings. If a promo code has expired, it will not be valid and will not work.