Help & FAQs

Orders over $150 includes free standard shipping. Orders under $150 are subject to a $20.00 shipping fee.

Yes, at checkout, you will have the ability to select and pay additional for Express Shipping if you wish. Please note, Canada Post typically picks up the shipments between 1:00pm-3:30pm PST and this is considered "ground zero." 24 hours from the time of pick-up is considered the first business day in the shipping period.

We ship Canada-wide!

We use Canada Post.

All orders (including Express shipments) include a 1-3 business day processing period. Once shipped, orders can take 3-9 business days to arrive via Canada Post standard ground shipping. If Express Shipping was selected and paid for, the order would go through a processing period and once shipped, the order would take 1-3 business days to arrive.

Parcels will arrive between Monday through Friday, not including statutory holidays.

We ship from Surrey, BC, however, we can service all of Canada!

Yes!

We recommend allowing 48 hours from the time your tracking number was received to see visible in-transit scans.

Your invoice/receipt will only be emailed to you. You can download a PDF version of the invoice for insurance purposes through your order confirmation email.

We may be able to accommodate pick-ups. Please contact info@thecpapstore.ca if you wish to pick-up an order from our Surrey BC location.

If your item(s) are in their original sealed packaging, you may return them within 30 days of purchase. Please note, we are unable to accept returns on opened and/or used products for hygiene reasons as these are medical devices of a personal nature.

All return costs are at the customer's discretion.

After your return has been received and inspected, we will process your refund. We aim to issue refunds within two business days of inspection, and you will be notified via email once the refund has been processed. We recommend allowing 2-5 business days for the refund to be reflected on your original method of payment.

At this time, we are unable to issue gift cards or store credit in place of a refund.

We do not offer direct billing. All orders will need to be placed online and paid in full. After purchase, you will have the ability to download a PDF version of the invoice for insurance purposes. If needed, we can provide you with a quote to submit prior to purchase. Please note, most of our customers have had success filing for reimbursement with their insurance company, however, we are unable to guarantee coverage.

Each insurance company and plan differs. It is best to reach out to your insurance company to determine your eligibility for coverage. If needed, we can provide you with a quote to submit for pre-approval.

We do not deal with any government programs. We recommend to reach out to your local government office to confirm eligibility and parameters of their plan. All orders placed on our website would need to be paid in full at the time of purchase.

Yes, most products have warranty. Machines have a 3 year manufacturer warranty on the motor and masks have a 90 day warranty.

Please reach out to us as soon as you have a warranty concern. For machines, please provide information on the defect and we may provide you with a label to ship the machine to ResMed for investigation or repair. For masks, please provide any images of any visible defect/damage to info@thecpapstore.ca and we will action accordingly.

Unfortunately, no, ResMed does not offer loaner machines for hygiene reasons.

The warranty process can vary depending on the circumstance and part availability. Typically, the process can take approximately 2-6 weeks.

The ResMed AirSense 10/11 are universal to CPAP masks! This means that any mask chosen will be compatible.

The AirSense 10 AutoSet with HumidAir Card to Cloud Version does not contain a modem, therefore, this machine cannot transmit data wirelessly. Instead, it uses an SD card to record the data. Additionally, this unit comes with a Standard SlimLine Tube which is non-heated. The AirSense 10 AutoSet with HumidAir does contain a modem and can transit information to the MyAir app on your phone as well as to a sleep therapist that may be overseeing your therapy. This machine also comes equipped with a ClimateLineAir Heated Tube.

We do not require any documentation for most products. You will be contacted if necessary.

AutoSet means that the machine has a minimum pressure of 4 to maximum pressure of 20. The machine is intended to evaluate breath by breath as to what therapy you may require. Please note, some patients may find this range accommodating and comfortable, however, some individuals may need to have the pressure range adjusted by a professional to ensure comfortability as well as to ensure the AHI remains at 5 and under.