(855) 708-2727

Frequently Asked Questions

  1. How can I contact you?
  2. Is your site secure? How do you handle secure transactions?
  3. How do I report a problem with the site or offer a suggestion?
  4. What does CPAP stand for?
  5. Why are your prices so low?
  6. Can I purchase a machine, mask, or humidifier without a prescription?
  7. What does my prescription need to include?
  8. Does a warranty come with my CPAP machine?
  9. Which CPAP mask will work with my machine?
  10. Which type of mask should I choose?
  11. Which CPAP machine is easiest for people who travel often?
  12. What is the purpose of adding humidification to my machine?
  13. Is there a machine that has a CPAP and humidifier all in one unit?
  14. What are auto-titrating or auto CPAP machines?
  15. How do I clean my tubing and mask?
  16. What is a BIPAP machine?
  17. What is the difference between compliance and clinical data?
  18. What are the benefits in having a CPAP machine with compliance and clinical data
  19. Can any manufacturer's CPAP mask be used with any CPAP or BiPAP machine?
  20. Why is a full face mask recommended for mouth breathers?
  21. How often should I change my CPAP supplies?
  22. What is the benefit of using the custom CPAP bed pillows?
  23. What do I do if my nose becomes sore from using a nasal pillows system?
  24. What if my pressure seems too high?
  25. What happens if I wake up and my CPAP mask has been pulled off?
  26. What happens if my machine is out of warranty and needs repairs?
  27. What kind of support do you provide for your clients?
  28. What is your return policy?
  29. How often should I change the water in my humidifier?
  30. What is the difference between CPAP and BiPAP therapy?
  31. What happens if I become very bloated while using CPAP therapy?
  32. What if I continue to experience mask leakage during the night?
  33. What are your hours of operation?
  34. What does MAP, MIRP and SIRP stand for?
  35. Why are there huge price variations in certain CPAP machines?
  36. Do you sell new equipment direct from the manufacturer?
  37. Can I call customer service to place my order?
  38. What if I'm a new CPAP user?
  39. Are any of your CPAP masks made of latex?
  40. How long does it normally take to receive my refund or store credit?
  41. What happens if I order the wrong product?
  42. How do I track my order?

 

  1. How can I contact you?

    Click on the Contact Us button in the main menu. Call us at 855-708-2727, or send an email to info@canadacpapsupply.com.

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  2. Is your site secure? How do you handle secure transactions?

    Our site utilizes the highest level of encryption available - 256 bit encryption. We proudly display the SSL seal on all pages.

    Your credit card information is safe with us. Your information is passed through our website to an encrypted payment gateway. We do not keep or store your credit card information. We are merely given a code for authorization of your purchase, and we capture that authorization just prior to shipping your items for you. You card data is never kept in our system, nor is it seen or handled by our employees.

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  3. How do I report a problem with the site or offer a suggestion?

    To report a problem with the site or offer suggestions as to how we may better serve you through technology, please contact us at info@canadacpapsupply.com or contact us via phone or email.

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  4. What does CPAP stand for?

    CPAP is the acronym for Continuous Positive Airway Pressure. CPAP therapy provides a constant flow of air at a set pressure into the airway to ensure that the airway stays open through the night.

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  5. Why are your prices so low?

    We buy all new equipment from the manufacturers in large quantities. Because of this, we get a discount on the merchandise and we can pass the savings on to you. All of our products are new from the manufacturer.

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  6. Can I purchase a machine, mask, or humidifier without a prescription?

    By law, you are required to have a prescription for any CPAP or BiPAP supplies. We do not require a copy of that prescription for the purchase of CPAP parts. We only require a prescription for the purchase of CPAP machines, masks, and humidifiers.

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  7. What does my prescription need to include?

    For machine purchases, your prescription should have the physician's information and signature, the type of machine you need (CPAP, Auto CPAP, or BiLevel), and the pressure at which the machine is to be set. Your doctor may also want include what type of humidification is recommended but this is not necessary.

    For mask or humidifier purchases, your prescription should have the physician's information and signature, along with an order for CPAP Supplies. A prescription for a machine is also valid for buying masks and humidifiers.

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  8. Does a warranty come with my CPAP machine?

    Most of our CPAP machines are warranted for two years by manufacturer issued warranties. We are happy to handle any problems that arise and will gladly contact the manufacturer for you. Turn around time for a repair can be as long as 2-3 weeks. Thirty-day rental machines are available to help you while the manufacturer of your machine is attempting repair or replacement.

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  9. Which CPAP mask will work with my machine?

    All CPAP masks and CPAP tubing are made to a standard size. Because of this, you can choose any mask to use with your CPAP or BiLevel machine. You should choose your CPAP mask based on previous good experiences with a mask, a doctor's recommendation based upon your sleep study, or suggestions from CPAP providers who have experience in this field, such as ourselves. Give us a call for questions or suggestions!

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  10. Which type of mask should I choose?

    This is a tough question, because it truly varies on an individual basis. There are traditional nasal masks (by far, the most popular with CPAP users), alternative nasal masksfull face masks (for those patients who have problems with mouth breathing or leaking from the mouth), nasal interface systems (such as nasal pillows systems), and oral masks (such as the Fisher & Paykel Oracle Oral). Each of these masks has benefits and drawbacks, and may work for some and not for others. For the best possible choice, stick with what has worked in the past. If you do well with nasal CPAP masks, stick with them. If this is your first mask purchase or you are unhappy with your current mask type, please give us a call and we will be happy to give you suggestions based on your individual therapy needs.

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  11. Which CPAP machine is easiest for people who travel often?

    The Somnetics Transcend CPAP machine is an amazing solution for CPAP users who need a compact, travel-friendly machine. Weighing in at .94 pounds and standing only 3.5 inches tall, the Transcend CPAP machine is conveniently small and lightweight, perfect for a suitcase or bedside table.

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  12. What is the purpose of adding humidification to my machine?

    Heated or passover humidification can definitely increase your comfort while completing your therapy. Humidification adds moisture to the air being blown into your airway, and without it, many patients find that they have significant drying out of their nostrils, mouths, and throats. Studies have shown that because patients' comfort levels are increased when humidification is added to therapy, their compliance with the therapy is also greatly increased as well. If you are purchasing your first CPAP or do not normally use humidification, we strongly recommend adding a humidifier to your machine. A great choice to look at is the Fisher & Paykel HC150.

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  13. Is there a machine that has a CPAP and humidifier all in one unit?

    Many of our CPAP machines have the option to add on integrated humidifiers that attach in some way to the machine. But these units are still essentially two separate pieces of equipment. There are only a few manufacturers who actually produce an all-in-one humidified CPAP machine and this includes Fisher & Paykel and Respironics. These units require only one outlet with a removeable chamber to add water to the humidifier component. The Fisher & Paykel™ ICON series and the Respironics SleepEasy series machines are great choices for those individuals who value a superior quality CPAP machines.

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  14. What are auto-titrating or auto CPAP machines?

    Auto-titrating CPAPs are machines that automatically adjust your pressure throughout the night to ensure that at all times you are receiving the exact pressure necessary to keep your airway open. Because of this, you do not need to have another sleep study done every time your prescription pressure does not seem to be working for you. The auto machine senses and adjusts to whatever pressure is necessary for your needs. Even the smallest change, such as a loss or gain of only ten pounds, can change the optimal pressure for your therapy. A standard CPAP will not adjust with these changing needs. It would have to be reset. Auto CPAPs sense your new needs and function according to what your body demands. If your are unsure whether or not an auto CPAP is correct for your therapy, please give us a call and we will be happy to help you choose the best machine for your needs!

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  15. How Do I Clean my tubing and mask?

    For home cleaning, mix one part vinegar and three parts warm water. Allow tubing and mask parts to soak for a few minutes. Rinse clean and allow to air dry. Don't like vinegar? We also offer Citrus Mask Cleaner to help with the job.

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  16. What is a BIPAP machine?

    BIPAP (Bilevel Positive Airway Pressure) machines deliver air flow to the airway at a certain pressure in the same manner as a CPAP, but they have different pressures for the patient's inhalation and exhalation. Inhalation pressures are higher and keep the patient's airway open, but exhalation pressures are lower to make breathing out against the airflow easier for patients. BIPAPs are only needed in specialized cases where the pressure must be very high, patients cannot tolerate a standard CPAP, or a muscular disease is present that makes it harder for a patient to breathe against the pressure. If you believe you may need a BIPAP, please consult with your physician.

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  17. What is the difference between compliance and clinical data?

    Compliance data monitors the patients usage. Clinical data monitors the patients breathing rate, snoring index, apnea and hypopnea index, average pressure used, and breathing trends.

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  18. What are the benefits in having a CPAP machine with compliance and clinical data

    Compliance data allows the physician or employer to monitor usage. The clinical data assists the physician in making necessary changes to your treatment.

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  19. Can any manufacturer's CPAP mask be used with any CPAP or BiPAP machine?

    All masks are universal, and can be used with any CPAP or BiPAP machine from any manufacture, excluding the Transcend.

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  20. Why is a full face mask recommended for mouth breathers?

    If a patient is a mouth breather and uses a nasal mask, pressure is reduced making treatment ineffective. Full face masks allows the patient to breath from the nose or the mouth, while still obtaining maximum treatment.

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  21. How often should I change my CPAP supplies?

    Many CPAP and BiPAP users don't realize that most of the supplies associated with sleep therapy are designed to be disposable. Masks, tubing, filters, and headgear are not designed to last extreme amounts of time, and using them past their recommended life span can actually jeopardize your CPAP therapy. Delicate silicone mask cushions can develop leaks, clogged filters can allow dust and pollen to be delivered into your airway, and over-stretched headgear can require extreme tightening, causing pressure point pain.

    Below you will find our Recommended Replacement Schedule for CPAP and BiPAP Supplies:

    Item (number) Replacement Frequency
    CPAP Mask Every 3 months
    CPAP Headgear Every 3-6 months
    CPAP Tubing Every 3 months
    Disposable Filter 2 new filters every month
    Non-disposable Filters 2 new filters every 6 months
    CPAP Chin strap Every 6 months
    Full Face Mask Every 3 months
    Oral CPAP Mask Every 3 months
    Humidifier Chamber Every 6 months
    CPAP Machine Generally, every 3-5 years, or as necessary
     

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  22. What is the benefit of using the custom CPAP bed pillows?

    A traditional bed pillow can effect the seal of your CPAP mask during movement while your sleep. The custom CPAP bed pillows are designed to help prevent the mask from moving while you sleep.

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  23. What do I do if my nose becomes sore from using a nasal pillows system?

    First, you want to make sure you are using the correct size nasal pillows. Nasal pillows should have a secure fit. Using nasal pillows that are too large can flare the nostrils causing irritation. Using nasal pillows that are too small can create friction in the nostrils, also causing irritation. Not using heated humidification can dry your nasal passages, causing discomfort. 
    Recommended solutions would be using heated humidification, or using a nasal moist gel.

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  24. What if my pressure seems too high?

    Most first time CPAP users experience this sensation. It normally take 1 to 2 weeks for you to adjust to the pressure. If you still feel your pressure is to high, you must contact your physician before any adjustments can be made. Patience is extremely important while you adjust to your pressure.

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  25. What happens if I wake up and my CPAP mask has been pulled off?

    This is a common problem with new CPAP users. Once your body adjusts to having a CPAP mask on your face while you sleep, this will become less of a problem. If you still experience problems after 2 to 4 weeks of consistent use, please contact our CPAP experts for help.

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  26. What happens if my machine is out of warranty and needs repairs?

    Please contact us to obtain a RMA (Return Merchandise Authorization). Our returns department will gladly send your machine to the manufacture for a repair estimate. We will contact you with the estimate before any repairs are made. You will always have the choice to have your machine repaired or sent back to you.

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  27. What kind of support do you provide for your clients?

    We have a dedicated staff of trained CPAP experts to assist you before and after sales.We honor all manufacture warranties and will gladly handle any warranty claim you may have. We have a comprehensive education and resource center at your disposal 24 hours a day. We also offer online live chat with our CPAP experts. Please feel free to contact us if you have any questions or problems before or after you purchase your CPAP supplies.

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  28. What is your return policy?

    Return policies with medical equipment companies can be very strict due to hygiene issues and prevention of cross contamination. Any product that has been opened can not be returned for a refund. If you have any hesitation with your order please contact our experts to assist you.

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  29. How often should I change the water in my humidifier?

    Distiled water should always be used to prevent calcium build up in your water chamber and also to prevent sinus infections. Your water should be changed on a daily basis. Always rinse your humidifier chamber out before adding new water. Washing your humidifier on a weekly basis helps prevent bacterial build up.

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  30. What is the difference between CPAP and BiPAP therapy?

    CPAP therapy is used for patients who have been diagnosed with OSA (obstructive sleep apnea) and only require one continuous pressure. BiPAP therapy is normally used for patients who have more complexed forms of sleep disorders. BiPAP therapy allows for both inhalation and exhalation pressures to be set at different ranges. Your physician will always determine which therapy type you need.

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  31. What happens if I become very bloated while using CPAP therapy?

    Patients who experience an abnormal amount of gas build up commonly referred to as gastric distention, normally are swallowing air causing excess air in the stomach. If you experience this condition, please contact your physician.

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  32. What if I continue to experience mask leakage during the night?

    Mask leakage can be caused by a variety of issues. With your machine running, pull your CPAP mask away from your face so that the seal can be properly inflated. Then gently set the CPAP mask back into place. Another common problem is having your CPAP mask too tight. Try loosening the head straps to allow proper inflation of the seal. A misconception with many CPAP users is that a CPAP mask should be leak free 100% of the time. All CPAP masks will leak from time to time. Eventually your will need to readjust your mask if a leak occurs. Purchasing a different type of CPAP mask may not always solve your leakage problem. Always allow yourself ample time to adjust to the CPAP mask. If you continue to have problems, give our CPAP experts a call for alternative solutions.

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  33. What are your hours of operation?

    CPAP Supply USA hours of operation are from 8:00am to 7:00pm EST Monday to Friday.

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  34. What does MAP, MIRP and SIRP stand for?

    MAP (Minimum Advertised Price) is an acronym used by manufactures that force dealers to advertise their products at prices determined by each manufacturer.

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  35. Why are there huge price variations in certain CPAP machines?

    CPAP machines come with a variety of features. The more features a CPAP machine has the more expensive it becomes. To understand more about the different features please feel free to contact us by phone or email.

     

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  36. Do you sell new equipment direct from the manufacturer?

    We only sell new equipment and supplies purchased directly through each manufacturer, and honor all warranties.

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  37. Can I call customer service to place my order?

    All customer services representatives are here to assist you. Whether it is placing an order or answering a question, our CPAP experts are readily available to assist you.

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  38. What if I'm a new CPAP user?

    We try to provide as much information as possible to answer as many questions that new users often have. We have a special section designated for first time users that will assist you in purchasing your first CPAP machine and CPAP mask. We also know that with the variety of options, the decision can be difficult. We are here to assist you with any questions you may have regarding your equipment or therapy.

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  39. Are any of your CPAP masks made of latex?

    All manufacturers have moved away from using any latex in their CPAP masks. Most CPAP masks are made of a silicone based, hypoallergenic material.

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  40. How long does it normally take to receive my refund or store credit?

    Refunds or store credits normally take between 5 to 10 business days after we receive your returned items. All items returned without a RMA (return merchandise authorization) number, can delay your refund or credit by as much as 4 weeks.

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  41. What happens if I order the wrong product?

    If a wrong product is ordered it is very important that you do not open the manufactures packaging. Call our office to obtain a RMA number before returning your product. All returns must be done within 10 business days, and are subject to a restocking fee.

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  42. How do I track my order?

    We will send an order confirmation email to the email address you provide to us. You will receive a second email from us with your tracking number. You can also log into your account, go to your order history, and click on track your package.

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