How do I place an order?
Orders can be placed online through our website - CPAPmachines.ca. Select items you wish to buy and place them in your shopping cart. Review your cart and continue to checkout. Enter your shipping and payment information. Review for accuracy and submit the order. The order is complete when you receive an order confirmation through email.
My credit card has been charged - why does my order show as 'unfulfilled''?
Orders show as 'unfulfilled' during processing. Once processing is complete, the status will change to 'fulfilled'.
How long before I receive my order?
Orders require 3-4 business days to process. Thereafter, Canada Post delivers within 1-7 business days. FedEx Ground delivers within 1-4 business days. Note: transit delivery times also depend on the shipping address and local inclement weather.
I live close by, is there a pickup option?
There is no pick-up option at this time.
How much is shipping?
Orders over $99 ship free shipping via Canada Post. Canada Post delivers in 1-7 business days (excluding 3-4 business days for processing). All shipping fees are calculated at checkout. Click here for shipping details.
Is there a tracking number for my order?
Yes - a tracking number is emailed to you within 3-4 business days. Check your email (including junk mail) for shipping notifications. Tracking may take up to 24 hours to update.
How do I cancel an order?
Email us at firstname.lastname@example.org with your order number and we can help if your order has not yet been fulfilled.
I have not received my money from a cancelled order yet.
Allow 3-7 business days for a refund transaction to show up on your credit card statement. Please contact your bank for further details.
I was charged for a pending order, but my order was not successful.
If you made multiple attempts at an order and did not receive a confirmation email, the "pending transactions" were not completed and will fall off in due time. When using your credit card, a pending charge is issued - regardless of if the transaction was successful. This charge goes through a process that cycles among payment networks etc. These steps take time to process and clear, thus 'failed tries' remain pending. Once your card issuer has confirmed which transactions were approved and which were not, firm orders are posted to your account and the rest falls off. Feel free to check transactions with your bank.
What is your return policy?
We accept refunds on most unopened and originally sealed items within 30 days of the original ship date. To keep our prices competitive, returns of unopened items are subjected to a 15% restocking fee. This fee is customary in our industry and will be deducted before a refund is processed.
Are your products in stock?
Unless products are marked 'out of stock', they are in stock and available. For 'out of stock' items, enter your email in the 'notify me when this product is available' entry and you will be notified as soon as inventory is replenished. We currently have a limited selection of CPAP machines. We are working hard with manufacturers to re-establish selection and inventory.
Are your products refurbished?
Our products are brand new and most come with a manufacturer's seal. Some packaging does not have a manufacturer's seal. Select items, for example, AirSense 10 Filters come in bulk (1000 pieces) and are at once re-packaged into smaller packets with full PPE (gloves and masks) on. This process is handled safely and securely by one person only in an enclosed, sanitized area.
I may have made multiple orders - how can, I be sure?
If you did not receive a confirmation, pending transactions were not complete. If multiple orders were made (confirmations received) by accident, email us at email@example.com with your order numbers for further assistance.
Where do I enter a buzz code to enter my apartment building?
Buzz codes are not required for couriers to enter a building.
Can I get an invoice for my order?
Yes. Invoices are emailed to you when your order is processed and ready to ship. Invoices are found in your shipment notification email. Allow 3-4 business days for the email. Check your junk mail. A paper copy will also come with your order.
What information is on an invoice?
- Customer contact, billing, and shipping information
- Items bought (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)
- Date-stamped with the date when the order was placed
Can you change my name on my order invoice?
For accuracy and insurance purposes, order with the intended customer name only. Do not use your spouse's, parent's, or friend's name for orders. Send a request to firstname.lastname@example.org with your order number for cancellation and you can replace your order with the correct information.
Is there tax on my order?
There is no sales tax on medical products. Sales tax is applied to shipping fees only.
What is sign-in with Shop?
Sign-in with Shop enables customers to sign in to their customer accounts using their Shop credentials and saved passkeys. It works alongside your existing sign-in to provide a faster, more secure, password-less option for new and existing customers. After a customer signs in with Shop, their information is pre-filled at checkout, allowing them to speed through checkout in one tap with Shop Pay.
My order is being returned to the sender, what do I do?
Unsuccessful delivery due to an incomplete address (missing street or unit number, postal code error, etc.) may result in non-delivery (return to sender status). Email us at email@example.com for help. We can reship to the customer with extra shipping fees.
Do you ship outside of Canada?
We do not ship outside of Canada. Orders placed with addresses outside of Canada will be cancelled and refunded.
Where can I find a promo code?
Visit our social media accounts for current promo codes (if available)
Can I use more than one promo code at a time?
One discount code or promotional offer may be used at a time. Use the offer with the highest savings. If a promo code has expired, it will not be valid.
Why did I receive a back-in-stock email notification?
Back-in-stock notifications are sent to customers who provided their email in an interested product but were out-of-stock. Once stock replenishes, a courtesy email notification is sent to interested customers.
I received an email to confirm my order and personal information due risk of a fraudulent order.
From time to time, orders may be flagged for fraudulent activity. This may happen if you are using a VPN or other tools to create a secure network connection. We may email or call you to verify personal information and items ordered. To prevent delays in processing your order, please help in verifying the information.