Frequently Asked Questions

I live close by, is there a pick up option?  Unfortunately there are no pick up options at this time. Canada Post's truck pulls right up to our dock and all orders are shipped. 

Is a prescription required to buy a machine?  Yes, we ask to see a valid prescription to set the machine pressure prior to shipment.

Is a prescription required to buy a mask?  No, a prescription is not required.

Do you ship outside of Canada? Yes, we do. Live shipping rates are calculated during checkout based on your address. All international parcels are marked 'Medical Supplies' to minimize (if any) duties. Please note we are not responsible for any duty charges upon delivery. 

How much is shipping?  Shipping within Canada is free with purchases over $99. Free Canada Post Expedited Parcel service delivery time provided by Canada Post is 1-7 business days. For higher level service, live xpresspost and priority shipping rates are calculated during checkout based on your address. 

Is there a tracking number for my order?  Yes, please check your email for the automated shipping emails. You will find your order's tracking number there. Tracking takes up to 24hrs to update on tracking number.

Is there tax on my order?  There is no sales tax on medical products.

How I can get a receipt for my order? The official receipt will be in the box with your order. Clients can use that invoice to submit to their insurance providers.

Are your products brand new or do you sell refurbished items?  All of our products are authentic, brand new, unopened and sealed by the manufacturer. We do not sell refurbished items.

If I place an order, am I able to return it for some reason it doesn't fit?  We will happily accept returns on any unopened masks and accessories within 30 days of the original ship date. Returning of all unopened and unused machines (including travel and clearance units) are subjected to a restocking fee of $50 CAD.  Shipping charges are not refundable.  Due to hygienic protocols, any product that has been opened and used cannot be returned - no exceptions.  Please make sure you select the appropriate size accordingly.  For more details on our return policy, click here

Do your masks come with hoses?  Masks comes with the short hose only. The long standard tubing is sold separately or it comes with a machine purchase.

Are you part of the Ontario ADP program?  Unfortunately we are not ADP authorized. To access ADP funding, visit a local CPAP vendor/store that has an Authorized ADP number. 

What is the warranty on main machines? Respironics and ResMed offers their standard 2 years manufacturer's warranty for manufacturer's defect(s). That means the consumer can bring their machine to any local authorize dealer/seller and they'll send the unit in to Respironics or ResMed for inspection. Upon inspection, the manufacturer will either fix the unit, or replace it with a new one. Alternatively, you can send it back to us and we will ship to manufacturer. 

Why are your prices so much cheaper?  We have exclusive relationships with top CPAP manufacturers and these relationships allow us to share our savings with you - our loyal customers! If you find a lower online price anywhere in Canada, we’ll match it!* *some exceptions apply, price matching will be at our discretion. Unfortunately we are unable to price match any US or internationally based companies that say they are Canadian. 

How often should I clean my CPAP equipment?  We advise our clients to clean their mask, tubing, and water chamber weekly with warm water and a mild unscented soap, though sooner if you're prone to skin irritations or sickness. If you read online CPAP forums, you'll see it ranges from daily, to never. The best recommendation is to use a cleaning schedule you yourself are comfortable with, whatever that schedule may be. 

Do you provide quotations for insurance?  Yes, upon request, we can provide you a written quotation for insurance pre-approval.

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