Frequently Asked Questions (FAQ)

Returning an item does not guarantee a refund, credit, or exchange.

Please see return details below or fill out a return form to determine if your specific item/order is eligible to be returned. 

Contact Us
We make every effort to ensure you choose the right products before purchase. We offer detailed product descriptions and images and can assist you during your shopping session via live chat or toll free telephone assistance. 

We encourage you to check your order as soon as you receive it, and to contact us immediately if any item appears to be damaged, defective, incorrect, or missing. 

A refund, credit, or exchange will be issued after we have received the returned product(s) into our facilities and inspected them, although certain exceptions apply. A 15% restocking fee will be subtracted from your refund.

We will accept returns on any unopened, unused product within 30 days of the original ship date.Returns will be processed within 7-9 business days of receiving. Customer assumes responsibility for item return and any return shipping costs.

Return shipping labels will NOT be provided.

CPAPNATION RETURNS 777 S 67th Ave., Suite 150 Phoenix, AZ 85043

A return request can be submitted, processed, and approved if the item is considered Significantly Not as Described. 

An item may be considered Significantly Not as Described if:

The item is materially different from our online description of it.You received a completely different item.The condition of the item was misrepresented. For example, the item was described as “new” but the item was used.The item was advertised as authentic but is not authentic (i.e. counterfeit).The item is missing major parts or features and those facts were not disclosed in the description of the item when you bought it.You purchased a certain number of items but didn’t receive them all.The item was damaged during shipment.The item is unusable in its received state and was not disclosed as such.

An item may not be considered Significantly Not as Described if:

The defect in the item was correctly described by the seller in its description of the item.The item was properly described but you didn’t want it after you received it.The item was properly described but did not meet your expectations.The item has minor scratches and was described as “re-certified" or "used."The item cost was removed from the shopping cart even though the name or the partial name of the product remained (i.e. Add-on items removed from the cart before checkout and were not paid for).

Item must be received back in the same condition that you received it; unworn or unused, with tags, and in its original packaging within 30 days of the original ship date. After your returned item has been processed and approved, you will automatically be refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund as well. Original shipping costs and return shipping costs are non-refundable. Return shipping labels will NOT be provided.

Item must be received back within 30 days of the original ship date. After your returned item has been processed and approved, we will issue you an exchange (selected replacement product must be of equal or lesser value than returned product) or issue you a store credit. Original shipping costs and return shipping costs are non-refundable. Return shipping labels will NOT be provided.

Certain types of items cannot be returned:

Items like perishable goods, custom products (such as special orders or personalized items), and personal care goods. CPAP equipment is personal in nature and typically cannot be returned for a refund whether the equipment shows usage or not. We also do not accept returns for hazardous materials, flammable liquids, or gases. Please contact us to determine if your specific item is eligible to be returned. 

Certain shipping costs are refundable:

Shipping errors like delivery failures, backorderd or delayed items, or for damaged, incorrect, or missing items. Please contact us to determine if your shipping costs are refundable.

Certain situations are typically eligible for a refund, store credit, or exchange: 

We will gladly process a refund, store credit, or exchange for the following situations:if you received a product with defective materials or workmanship.if you received an incorrect product or an incorrect quantity of a product in our error.if you did not receive a product because it is no longer available, on backorder, or was cancelled.if you received an item that was damaged during the shipping process.if your item was purchased more than 30 days ago, but backed by a manufacturer warranty.For all 5 reasons above, we will gladly send a prepaid return shipping label. If an item in your order is one of those reasons above, please contact us as soon as possible so we can confirm it satisfies the return eligibility requirements.

Introducing buy now, pay later with Shop Pay

Split your purchase into 4 easy payments — with no hidden fees, no surprises!*

How it works
1. Add items to your cart.
2. Check out with Shop Pay.
3. Choose to pay in 4 installments.

Your first payment will either be due at checkout or 2 weeks after your purchase. The next 3 remaining installments will be automatically charged to your card saved on Shop Pay every 2 weeks. And don't worry, you'll get an email reminder before each payment to keep you in the know.

*Payment options are offered by Affirm and are subject to eligibility check and may not be available in all states. California residents: Affirm Loan Services, LLC is licensed by the Department of Business Oversight. Loans are made or arranged pursuant to California Financing Law license 60DBO-111681.

For questions about installment payments on Shop Pay, visit shop.affirm.com/help. For questions about Shop Pay or the Shop App, visit shop.app/help/shop-pay.

PayPal

You can also choose to pay in installments through PayPal Pay or PayPal Credit. Choose PayPal as your payment method during check out and follow their instructions to setup a payment plan.

Our price-match program ensures that you will always get your CPAP supplies at the best price. If you encounter an authorized CPAP supply website that has a better advertised price than we do, we will match that price. PLEASE NOTE: Websites such as Amazon, eBay, Craigslist, and Walmart are not authorized CPAP supply websites, and are third-party dealers. Therefore, these websites are not included in our price match program. If you would like to submit a price-match request, please fill out the form HERE and one of our customer service representatives will be in contact with you shortly regarding your request. 

In order to qualify for a price-match, these factors must be true:

1. Price-match request is being submitted no later than 30 days after the date your order was placed.

2. Your desired price-match is from a qualifying CPAP medical supply website.

3. Items you would like to price-match are in stock at the qualifying CPAP Medical supply website where you found the lower price. 

4. Price-match is for a corresponding product number (SKU) to the one we carry on our website.

5. Coupon codes and/or sales will NOT be considered for price matching qualification. 

 If you are approved for a price-match under these qualifiers, you will be provided with a coupon code for the amount of the price-match. If you already placed an order, the price-match amount will be refunded to you. 

• ResMed AirSense 10
• ResMed AirSense 11
• Respironics DreamStation 2
• React Health (3B) Luna G3
• React Health (3B) Luna II

Many times this problem is due to condensation and your humidifier being turned up to high. Have you tried lowering your humidifier setting? We also have what is called a tube cover. What this does is it wraps around your tube and insulates the heat, which minimizes condensation.

It sounds like you have your mask on too tight. I would suggest that you loosen your headgear a little bit. You don’t want your mask on too tight or too loose. It takes some time to find your right size but don’t give up! If the same problem still occurs, give us a call and we’ll find you another mask that fits just right!

The reason you need a CPAP/bi-level machine is because you have sleep apnea. Sleep apnea is a common disorder in which you have one or more pauses in breathing or shallow breaths while you sleep. There are different types of sleep apnea: Obstructive, Central and Mixed. While you may feel that using this machine is challenging, over time you will see that your tolerance in using the machine will be greater and the effects you’ll feel each morning after using the machine will be worth it in the beginning!

Yes, this is very normal to hear the machine “ breathing” with you. It’s putting out air as you breathe in and releasing air as you breath out.

Water filtration systems do not remove all of the minerals naturally present in the water. The minerals will damage the metal portion of the humidifier reservoir. Distilled water is recommended because of its lack of minerals.

Waking with abdominal bloating may be a sign that you are swallowing air while using the CPAP. For some people, adjusting your sleeping position can alleviate this. There is no correct position, so you may need to experiment a little. If changing positions does not help, contact your physician. He/she may want to decrease your pressure to see if the bloating or belching stops.

There are several reasons why people might remove their masks while sleeping. We suspect that the most common reasons involve the pressure setting and inadequate air supply. For instance, if the pressure is set too low or the mask is leaking significantly, air supply may be diminished. If the pressure is too high, it may be too difficult to exhale against it or may cause the mask to leak. You may also just need sometime to get adjusted to sleeping with the mask. This is all new to you and the more you use the machine the easier it will become and the quicker your body will get used to sleeping with the mask.

In most cases a dry mouth indicates that a person is breathing through their mouth while sleeping. Since a mouth-breather using only a nasal mask is not receiving adequate therapy, doctors attempt to remedy the problem by prescribing a chinstrap which helps to keep the mouth closed or a full-face mask (covering the nose and mouth) allowing a person to continue to breathe through the mouth. In some cases if you are on a particular type of medication this may cause your mouth to become extremely dry. Read the side effects to all or any medication prescribed.

Usually red marks cannot be completely avoided. However, if the marks are painful or become open sores, your mask is not a proper fit or it is not adjusted correctly. When wearing a nasal mask it should fit directly on the bridge of your nose and the bottom sitting in between your top lip and bottom of your nose. The mask should not sit directly under your nostrils (mask is too small) nor should it sit on the top of your lips (mask is too big). A full face mask should sit directly at the bridge of your nose and in between your bottom lip and the bottom of your chin. If the mask sits on or under your chin it is too big. If it sits on your bottom lip it is to small.

This will come with time; the more you use the machine the easier it will become to adjust. There are a few steps to making it a little easier to get adjusted (1) assuring your mask is the right fit, (2) finding your comfort zone, and (3) sleeping towards the end of the pillow will allow the mask to stay in place and help prevent leaks. For further assistance please contact one of our techs at 1-877-307-2727.

Check the temperature of the humidifier, it is recommended to keep it between 1-3 depending on the humidity in your area.

Condensation may have formed causing water to get into the tubing. Air dry the tubing by turning the machine on and letting it dry out the tubing.

Yes. Contact one of our technicians that would be happy to walk you through your settings.

The machine begins at a lower pressure (as low as 4) and gradually works it way up the pressure prescribed by your physician within 25-30 minutes.