Free Pen with Every Online Order

FAQs

Below you’ll find common questions regarding online orders and insurance reimbursement. If you’re looking for clinical FAQs please click here.

Why are your prices so low? Are your products new?

Of course! All of our products are new from the manufacturer. Our online boutique is all about making sleep apnea treatment more affordable and accessible. We believe you shouldn’t pay a premium for replenishment of your CPAP supplies.

Can I purchase a CPAP machine without a prescription?

By law, you are required to have a prescription for any CPAP or BiPAP purchases. We do NOT require a prescription for the purchase of CPAP parts. If you’re having difficulty obtaining a prescription renewal, please call us to learn how our doctors might assist you.

I have questions about my order, how can I contact you?

Call our CPAP experts at 1-800-727-8748 or chat with us online.

What are the delivery wait times?

Your order will be sent from our Vaudreuil warehouse by Canada Post . Delivery is 5-7 business days. Alternatively, you can pick up in store Monday to Friday 8:30- 17:00 and Saturdays in Longueuil 9:00 to 17:00.

Is my personal and banking information secure?

Yes. We are using the best encryption technologies to protect your personal data and ensure a secure transaction. We don’t store your credit card information.

Which methods of payment do you accept?

Payment must be made by credit card (Visa or Mastercard). We don’t accept PayPal or AmericanExpress at this time.

How do I know if I’m ordering the correct item?

If you’re unsure about your order, please contact us via our chat or call 1-800-727-8748. Our CPAP experts will be happy to assist you. Also, please refer to our Refund Policy for online purchases.

Is there tax on these products?

No, medical products are not taxable, but non-medical products such as wipes and CPAP pillows are taxable.

Can I track my order?

Yes. Once your order is expedited by our warehouse, you'll receive an email notification containing your Canada Post tracking number and your electronic invoice.

Can I have my online purchases reimbursed by my insurer?

Most insurance policies cover the following: CPAP every 5 years, 1-2 masks per year and all supplies (filters, hose, water chamber) yearly. We recommend that you validate with your insurer. The purchase receipt (invoice) will be included with the order upon delivery; you can then use the invoice for reimbursement according to your insurance policy. See here for more details on insurance and how we can assist you:

What is the warranty on products purchased online?

Please refer to the Warranty here: https://shop.apneesante.com/en/pages/garantie

What’s the recommended frequency for renewing accessories?

Please consult our replacement schedule:

Replacement kits

Who do I contact if I have problems with my mask or device?

If you have problems with your CPAP device or equipment, call us directly to speak with a CPAP expert at 1-800-727-8748.

Are cleaning and comfort products covered by my insurance?

Insurance providers don’t cover items such as pillows and CPAP cleaners. They only cover items related directly to treatment. If you’re unsure, you can call us directly with your questions or contact your insurance company. Please note that our CPAP packages and some of our masks will include freebies, such as cleaning kits and soaps so you needn’t pay for these out of pocket.