Welcome to CPAPSupply.ca’s FAQ page. As Canada’s trusted source for CPAP machines and supplies since 2013, we’re here to help make your shopping experience as smooth as possible. Below you’ll find answers to commonly asked questions about our products, services, and policies.
Pricing & Orders
Do you price match?
Yes! We guarantee the best prices in Canada. If you find the same product at a lower price (including shipping) on another Canadian website, we’ll match it. Simply contact our customer service team with the details.
Why aren’t prices displayed on some products?
Due to manufacturer restrictions from ResMed, certain product prices cannot be displayed publicly. To view these prices, either click the ‘Unlock Price’ link on the product page or log in to your account.
Do you have a minimum order amount?
No, there’s no minimum order amount. However, orders over $99 qualify for free shipping.
What payment methods do you accept?
We offer 100% secure checkout through PayPal, MasterCard, and Visa.
Why does my order show as “on hold”?
Don’t worry – this usually just means we haven’t processed your order yet. Your order will still ship out next business day.
Can I modify or cancel my order?
Please contact us as soon as possible if you need to modify or cancel your order. We’ll do our best to accommodate changes before shipping.
Shipping & Delivery
Do you offer free shipping?
Yes! We provide free parcel delivery on all orders over $99 within Canada.
Which courier services do you use?
We ship through multiple carriers including Canada Post, UPS, Purolator, Canpar, and FedEx to ensure reliable delivery. Your order will be shipped the next business day.
Do you ship outside of Canada?
Currently, we only offer shipping within Canada.
How can I track my order?
Once your order ships, we’ll send you a confirmation email with tracking information. Please check your spam/junk folder if you haven’t received it.
What if an item is out of stock?
We’ll contact you promptly if any items in your order are out of stock. You can choose to either wait for the item to be restocked or receive a refund for that item.
How do I check my order status?
We’ll send you an email with tracking information once your order ships. You can use the tracking number and link in that email to check your order status. If you need additional assistance, our support team is here to help.
Returns & Guarantees
What’s your mask guarantee?
We offer a 20 day mask guarantee to all customers. If after 20 days you don’t like the mask, you can exchange it for another.
What’s your return policy?
We accept returns on any unopened product within 30 days of the original ship date. A 15% restocking fee will be subtracted from the original cost, and shipping costs are non-refundable. Please note that opened products cannot be returned for hygiene reasons.
About Us
Are you a Canadian company?
Yes! We’re a 100% Canadian-owned and operated family business based in Sunderland, Ontario.
What are your hours of operation?
We’re open 7 days a week, from 9am to 9pm EST (except holidays).
How can I contact you?
- Phone: 1-855-492-3316 (toll-free)
- Email: [email protected]
- In-person: By appointment only – please call ahead
Prescriptions & Requirements
Can I buy a CPAP machine without a prescription?
No, provincial regulations require that we have a valid prescription on file before we can set up your CPAP machine. Check your Provincial regulations or contact us to learn more about the requirements in your province.
Do I need prescriptions for masks and other supplies?
No, you don’t need a prescription to purchase masks, tubing, filters, humidifiers, or other CPAP supplies.
Travel & International Use
Can I take my CPAP machine on an airplane?
Yes! When flying within Canada and the US, your CPAP machine typically doesn’t count as a carry-on item. Here are our top travel tips:
- Remove all water from the humidifier before transport
- Keep your CPAP with you through security
- Bring spare parts and a backup mask
- Don’t forget your power cord
- Add a medical equipment tag to your CPAP bag
Will my CPAP machine work in other countries?
Yes! Our CPAP machines have built-in power converters that work with any voltage from 100 to 240 volts. You’ll just need a plug adapter for the local wall outlets.
Equipment Care & Maintenance
When do I need to replace my CPAP supplies?
Here’s when you should replace your CPAP equipment for optimal therapy:
- Mask cushions and pillows: every 3-6 months
- Mask frame: every 3 months
- Headgear and chin straps: every 6 months
- Humidifier chamber: every 6 months
What’s the best way to clean my CPAP mask?
Clean your mask each morning after use with warm water and mild soap (baby shampoo works great). Don’t use antibacterial soaps or soaps with lotion as these can damage the silicone and affect your mask’s seal.
Account Management
How do I log in to my account?
Click the ‘My Account‘ link in the top navigation. If you need assistance, our customer service team is happy to help.
How can I get a copy of my previous receipt?
You can check your account or email us your request, and we’ll re-send your receipt via email.
Promotions & Discounts
Do you offer any discounts?
Yes! We regularly run special promotions on various products throughout the year. To stay updated on our latest deals:
- Subscribe to our newsletter for exclusive offers
- Contact our support team to learn about current promotions
- Check our website regularly for seasonal sales
Travel CPAP Machines
Do you sell portable travel CPAP machines?
Yes! We offer several compact, travel-friendly CPAP machines including the ResMed AirMini and Transcend Micro. Visit our Travel CPAP machines collection to compare features and find the best portable solution for your needs or check out our Travel CPAP Buyer’s Guide.