Frequently Asked Questions

We offer free Canada-Wide Shipping on all Orders Over $75! <br>This offer may change or end at any time without notice.

We ship all across Canada! At this time, we do not offer international shipping.

Orders typically take 1-3 business days to process after the purchase date depending on the volume of purchase. Shipping can take anywhere between 1-15 business days, depending on location. Orders are processed and fulfilled Monday to Friday 9 AM ET to 5 PM ET. Orders are not processed or fulfilled outside these hours, on weekends, or statutory Canadian holidays. From time to time, due to stock availability and issues beyond our control, orders may take longer to ship. You will be notified if this is the case.

When your order has shipped, you will receive an email notification from us which will include a tracking number you can use to check its status. All orders are shipped through Canada Post. Please allow up to 48 hours for the status to be updated on the tracking site.

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 info@cpapoutlet.ca or call 1-855-542-2727 for help. We can reship the order to you with additional shipping fees.

CPAP Outlet can only accept returns on any unopened, unused product (excludes machines & electronics which are Final Sale) within 30 days of the original delivery date. A 10% returns processing fee may be subtracted from the original cost and a credit for the remaining balance will be issued. Shipping costs are not refundable. Please note that, because those products are essential medical equipment, any product that has been opened from its original packaging cannot be returned nor refunded. The refund will not be processed until the products returned have been received back and inspected by CPAP Outlet and confirmed to be unopened and in new and resalable condition.

Machines and electronics are Final Sale. This includes all CPAP, APAP, BiPAP, Humidifiers, Cleaning Devices, and Batteries, as they will be Final Sale once shipped out from our facility. Returns will not be permitted whether the unit shows hours of usage or not. Manufacturer warranty will apply for defective units for exchange.

Send an email request to info@cpapoutlet.ca or call 1-855-542-2727 and please have your order number ready. Cancellation can not be done if the item has already been shipped out from our facility.

All return costs are the responsibility of the customer except in the event of an error on our part.

Please arrange for the return to be sent to the following address: 

CPAPOutlet – Returns
1500 Avenue Road
PO Box 1328
Toronto ON M5M 0A1

Please include a copy of the associated invoice with "RETURN" written on it and send it out via Canada Post.

CPAP Outlet does not submit claims on the customer's behalf. Customers are responsible for providing and submitting appropriate documents for their claims. It is solely your responsibility to verify your coverage prior to purchasing from CPAP Outlet. We can however provide a pre-purchase Sales Quotation for you to submit to your provider to confirm eligibility.

Each insurance provider and plan offers distinct coverage options. We recommend reaching out to your insurance company directly to verify your eligibility and process. If needed, we are happy to assist you by providing a Sales Quotation for your pre-approval request.

CPAP coverage varies under each provincial healthcare plan. If you qualify for CPAP funding it is solely your responsibility to verify your coverage options before purchasing from CPAP Outlet.

Regarding Ontario's ADP funding program, unfortunately online retail purchases do not qualify for the program.

As we only ship within Canada all our prices are listed in Canadian dollars (CAD).

We are Online Only.

Yes, a valid CPAP prescription is required to purchase a CPAP, APAP, or BiPAP machine. If we do not already have your prescription on file, please email your prescription to info@cpapoutlet.ca or have it faxed to 1-855-571-7634 along with your order number. If a valid prescription is not provided your order may be canceled. Note that a prescription is not necessary for CPAP masks, parts, or accessories.

If you need a prescription for CPAP equipment, you have several options for obtaining one. In Canada, regulations state that anyone prescribing CPAP must be licensed to practice medicine within the country. The following professionals are authorized to prescribe CPAP equipment:

• Medical Doctors
• Doctors of Osteopathy
• Dentists
• Naturopathic Physicians
• Nurse Practitioners
• Physician Assistants
• Psychiatrists

While any of these practitioners can write a CPAP prescription, it’s always best to have a sleep study done and obtain the prescription from a sleep specialist. This ensures that your treatment is tailored to your specific needs and condition

All items displayed on our website are authentic and new. We receive all our products directly from the manufacturer. We do not sell refurbished items.

All product descriptions are provided to CPAP Outlet by the manufacturer of that product. Therefore, we will do our best to clarify, but please be aware CPAP Outlet is not responsible for any inaccuracies or errors in product descriptions provided by manufacturers. We can, however, help you get in touch with the manufacturer as needed.

CPAP Outlet follows all manufacturer's internet pricing policies. MAP (Minimum Advertised Price pricing) is used by some manufacturers to specify the lowest possible price at which a product can be advertised.

In order to sell these products to our customers at prices lower than MAP we require them to create an account and login. We feel the benefit to our customers of lower prices is worth the inconvenience.

Please see below:
ResMed Support:
(800) 424-0737
Philips Respironics Support:
(800) 229-6417
Fisher & Paykel Support:
(800) 446 3908

Yes, we will price-match any Canadian online store for authorized resellers, excluding Amazon. To proceed, please send us a picture or link of the quoted price to our email at info@cpapoutlet.ca. We will verify the price with the retailer before confirming the match. Some exceptions may apply, and this offer may change or end at any time, contact us for the latest updates.

All machines displayed on our website can operate all over the world. The universal
power supply is rated from 100-240 V, 50-60 Hz and can be used without a voltage converter. An international plug adapter may be required to make your power cord compatible with the power outlets of the country to which you are travelling.

Choosing a new mask can be challenging due to its subjective nature, making it difficult to provide definitive recommendations. Since everyone has unique facial features, fit and comfort can vary significantly from person to person. We suggest visiting your local CPAP store to try on demo masks, allowing you to assess size and comfort. Please note that once a mask has been opened, it cannot be returned for a refund or exchange.

Some CPAP masks come with a sizing guide to help you choose the right size. Click on the mask to see if a printable sizing guide is available. Other masks are available as fit packs with multiple sizes of cushions included and do not have size guides available. We suggest visiting your local CPAP store to try on demo masks, allowing you to assess size and comfort. Please note that once a mask has been opened, it cannot be returned for a refund or exchange.

There are 3 main types of masks.
Full Face Masks are often recommended for
those who naturally sleep with their mouths open or who suffer from chronic sinus issues and find it hard to breathe through their nose. This is because this mask allows CPAP airflow to be delivered through both the nose and the mouth.
Nasal Masks are ideal for those who primarily breathe through their nose while sleeping. They cover the nose and mouth. They are also recommended to those looking for a less intrusive, lighter option compared to full face masks.
Nasal Pillow Masks are the smallest and lightest CPAP masks available, making them a great option if you find larger masks bulky or if you tend to feel claustrophobic. These masks use two soft tubes that fit directly into the nostrils to deliver pressurized air.

There are also Oral Masks which deliver pressure only through the mouth, and Total Face Masks that cover the entire face. These are specialized masks and should only be used when recommended by a doctor or specialist.

Pediatric Masks are also available for young patients.

If you experience mask leaks, check the fit of your mask, make sure it is properly positioned, and adjust the straps as needed. You may also consider trying a different mask style for a better fit.

Mask liners such as RemZzzs can also help to create a better seal, in addition to reducing irritation.

Regular cleaning is crucial for hygiene. Most manufacturers recommend daily cleaning of the mask and weekly cleaning of the humidifier and tubing with mild soap and water. Always follow the specific cleaning instructions in the user manual.

CPAP, APAP, and BiPAP machines carry a 3-year manufacturer warranty on the motor in Canada. If your machine malfunctions, please email us at info@cpapoutlet.ca or call us at 1-855-542-2727. You will need to provide the serial number, and we will contact the manufacturer to determine if the machine is still under warranty. If it is, we will issue you a Return Merchandise Authorization (RMA) number.

Decisions regarding warranty claims are made solely at the discretion of the manufacturer. Please note that the customer is responsible for shipping the machine to our office. Repair or replacement of the malfunctioning machine may take up to 8 weeks or longer, depending on the manufacturer. CPAP Outlet does not offer trial or temporary machines during the RMA process.

We will do our best to expedite the process, but since the product is being returned to the manufacturer, we cannot guarantee warranty processing times. Manufacturers do not cover warranty claims for misuse or water damage. If misuse or water damage is determined to be the cause of the malfunction, you will have the option to have the machine returned to you (shipping costs will apply), have it repaired by the manufacturer (repair costs will be communicated before any repairs are made), or purchase a new machine at the current prices displayed on our website.

This warranty is only available to the initial consumer and is not transferable.

Most Masks, Tubing, and Water Chambers come with a 90-day manufacturer warranty from the date of delivery. ResMed AirTouch memory foam cushions only carry a 7-day warranty.

This warranty is only available to the initial consumer. It is not transferable.

During the warranty period, if the product fails under conditions of normal use the manufacturer will repair or replace, at its option, the defective product or any of its components. This limited warranty does not cover any damage caused as a result of improper use, abuse, modification, or alteration of the product.