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How do I place an order?
Orders can be placed online through our website - CPAPmachines.ca. Select the items you wish to purchase 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.
When will I be charged for my order?
Payments are authorized at the time the order is placed. The payment card is charged once the order has been fulfilled.
How long before I receive my order?
Orders require 3-5 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 3-5 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 3-5 business days. Check your email (including junk folder) for shipping notifications. Tracking may take up to 24 hours to update.
How do I cancel an order?
Email us at shop@cpapmachines.ca 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 appear 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 several 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 or credit card provider.
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.
For health and safety reasons, items that are opened cannot be returned. Items without safety seals are final sale. See the Final Sale List here. For details on our return policy, click here.
Are your products in stock?
Unless products are labeled 'out of stock,' they are available and in stock. For items marked 'out of stock,' just enter your email in the 'notify me when this product is available' section, and you'll receive a notification as soon as the inventory is replenished.
Are your products refurbished?
Our products are brand new and typically come with a manufacturer's seal, though some packaging may not include one. For certain items, such as AirSense 10 Filters, which are initially packaged in bulk (1000 pieces), they are repackaged into smaller quantities with full PPE (gloves and masks) by a single person in a secure, sanitized area. This process is conducted safely and with high standards of hygiene.
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 shop@cpapmachines.ca with your order numbers for assistance.
Where do I enter a buzz code to enter my apartment building?
Buzz codes are not necessary for couriers to access residential buildings for delivery.
Can I get an invoice for my order?
Yes, invoices are sent to you via email once your order has been processed and is ready to ship. You can find the invoice in the shipment notification email. Please allow 3-4 business days for this email to arrive, and don’t forget to check your junk mail folder. To access your previous order receipts, simply log into your CPAPMachines.ca account using the passcode sent to your email. Once logged in, you can view and download your invoices under "Order History."
What information is on an invoice?
- Customer contact, billing, and shipping information
- Itemized list of purchased items
- Notes and instructions (if applicable)
- Shipping fee (if applicable)
- Total amount
- Total paid, including a 'paid-in-full' stamp
- CPAPmachines.ca logo, letterhead, and contact information (phone, email, and address)
- Date-stamped with the order placement date
Click here for an example of an itemized invoice and a machine package invoice.
Can you change my name on my order invoice?
For accuracy and insurance purposes, please place orders using the intended customer’s name only. Avoid using names of spouses, parents, or friends for orders. If you need to cancel an order, send a request to shop@cpapmachines.ca with your order number and we can assist with cancellation if the order is not yet fulfilled. You can then place a new order with the correct customer information.
Is there tax on my order?
There is no sales tax on medical products. Sales tax is applied to shipping fees (if applicable) only.
How do I apply a credit I have to my order?
To use your credit on CPAPmachines.ca, log into your account. Your credit balance can be found under your initials > Profile > Payment Methods. Shop as usual, and when ready, click the cart icon and select "Checkout." Ensure you're logged in to see your available credits. You have the option to apply the credits available to your order under the payment section.
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 shop@cpapmachines.ca for help. We can reship the order to the customer with additional 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?
Subscribe to our newsletter to gain exclusive access to all available promotional codes.
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.