How do I place an order?
Orders can be placed online through our website. Select items you wish to buy and place them in your shopping cart. Review your cart and continue to checkout. Enter your shipping address and payment information. Order is complete when you receive an order confirmation through email.
How long before I receive my order?
Orders require 3-4 business days to process. Canada Post delivers within 1-7 business days. FedEx Ground delivers within 1-4 business days.
I live close by, is there a pickup option?
There is no pick-up option currently.
How much is shipping?
Orders over $99 ships 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 will be email to you within 3-4 business days. Check your email (including junk mail) for shipping notification. 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 you if your order has not yet been fulfilled.
I have not received my money from 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 help.
I was charged for a pending order, but my order was not successful.
If you made multiple attempts and did not receive a confirmation email, the "pending transactions" were not complete and will fall off. When you use 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 'tries' remain pending. Once your card issuer has confirmed which transactions were approved and which were not, firm orders are posts to your account and the rest falls off. Feel free to call and check transactions with your bank.
What is your return policy?
We accept refunds on most unopened and in originally sealed items within 30 days of original ship date. To keep our prices competitive, return 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, put your name in the 'notify me when this product is available' entry and you will be notified as soon as inventory is replenished. We currently have no CPAP machine inventory and no timeline on availability. We are working hard with manufacturers to re-establish inventory soon.
Are your products refurbished?
Our products are brand new and most come with a manufacture seal. Some packaging does not have a manufacture 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 help.
Where do I enter a buzz code to enter my apartment building?
Buzz codes are not needed 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 the 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/receipt?
- 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)
Can you change my name on my order invoice?
For accuracy and insurance purposes, order only with the intended customer name. Do not use your spouse's, parent's, or friend's name for orders. Send request to firstname.lastname@example.org with your order number for a revision. We may update some customer information including email address, shipping address and customer name. We are unable to edit billing information. If the billing information requires revision and the order is not fulfilled, we can cancel the order and re-place a new one.
Is there tax on my order?
There is no sales tax on medical products. Sales tax is applied to shipping fees.
My order is being returned to sender, what do I do?
Unsuccessful delivery due to incomplete address (missing unit number, postal code error, etc.) means order will 'return to sender'. Email us at email@example.com for help. We can reship your order with added shipping charges.
Do you ship outside of Canada?
We do not. Orders placed with shipping location 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 codes 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 work.
Why did I receive a back-in-stock email notification?
Back-in-stock notifications are sent to customers who have entered their email for a product they are interested in but was out-of-stock. Once stock replenishes, we sent a courtesy notification.
I received an email to confirm my order and personal information due risk of 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 to verify personal information and items ordered. To prevent delays in processing your order, please help in verifying the information.