Frequently Asked Questions (FAQ)

Ordering

Assistance

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Who can help me place an order?

CPAPnation is your trusted online resource for everything sleep apnea. From browsing to buying, our sleep experts make it easy for patients to get top of the line products delivered straight to their door.

We want you to be completely satisfied with your shopping experience. We make every effort to ensure you choose the right products before purchase. On each product page, we offer detailed product descriptions, images, and reviews from real customers (if applicable). We can advise you if an item requires a prescription to be on file, can recommend a size for you, or can special order an item if needed.

For any shopping assistance, please contact us via live chat, email, or telephone.

Changes

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Can I change or cancel my order?

We pride ourselves on our order processing speed and therefore we are unable to change or cancel orders after they have been sent to our fulfillment warehouse. If you would like to cancel or change your order, please contact us immediately so we can see if this option is available for you.

Why did you cancel my order?

We typically do not cancel orders; however, in rare instances, we may cancel your order if the item is on an extended backorder, discontinued, unavailable, and/or requires a prescription which we were not able to obtain from you. We also reserve the right to refuse or cancel your order if we suspect you are purchasing products for resale.

Why did you change my order?

We do not ship prescription required items without a prescription on file. If you purchased a machine, assembled mask, or oxygen item, we will attempt to contact you for your prescription and/or to explore your options with you before cancelling or editing your order.

Discounts

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Is there a discount or promo code that I can apply towards my order?

Absolutely! We currently offer a 15% savings if you subscribe to our email/text messages. Just enter your email address and/or phone number when prompted by our pop-up and you will instantly receive an email or text with the discount code to apply during checkout.

We also offer an automatic discount with a Buy More and Save option for Nasal Cushions and Pillows purchased in bulk.

Plus, all orders over $49 qualify for free shipping!

Returns

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PLEASE REVIEW CLOSELY: Returning an item does not guarantee a refund, store credit, or exchange. Please review the details below, on our dedicated policy page, or contact us to determine if your specific item is eligible.

Can I return a BRAND NEW item that I have not opened or used?

We will gladly accept returns on any UNOPENED, UNUSED product if it is shipped back to us within 30 days of the original ship date. We will refund your original payment method less a 15% returns processing fee. Original shipping costs and return shipping costs are non-refundable. No refund labels will be provided.

Can I return an OPENED or used item?

If you return an OPENED/USED machine or mask to us within 30 days of the original ship date, we will issue a refund, exchange, or store credit at our discretion only. We will review your return upon receiving it to determine its eligibility for a full refund, partial refund, exchange, or store credit. Original shipping costs, return shipping costs, and/or exchange shipping costs are non-refundable. No return labels will be provided.

Are there any exceptions for returned items?

We will gladly process a refund, store credit, or exchange for the following situations:

1. if you received a product with defective materials or workmanship.

2. if you received an incorrect product or an incorrect quantity of a product in our error.

3. if you did not receive a product because it is no longer available, on backorder, or was cancelled.

4. if you received an item that was damaged during the shipping process.

5. 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.

Where can I send my return?

Please contact us to return a CPAP, Bilevel, or Travel, or Oxygen Machine.

Otherwise, most orders can be returned to:

CPAPNATION ORDER# XXXXX

1055 Southtown Drive

Waterloo, IA 50702

Be sure to include the original packing slip or include your name and order number inside the return, and keep a copy of the return tracking number.

How long does it take for my return to be processed?
Returns will be processed within 7-9 business days of receiving.
Please email info@cpapnation.com with your
tracking information so we can locate and process the return sooner.

Status

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Where can I see my order status?
During the checkout process, you can select to create a Shop Payaccount. Shop Pay will store your payment and delivery preferences for eligible websites, and provides order information. Otherwise, we will provide a tracking number for items shipped once established through the shipping carrier(s) to the contact information you submitted on your order.

Shipping

Cost

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How much does shipping cost?

FREE: We offer free shipping on all orders over $49.

$9.99: Orders under $49 will be charged a flat rate of $9.99 for standard shipping.

$19.99: We offer two-day delivery for $19.99.

$34.99: We offer overnight delivery for $34.99.

Destinations & Locations

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Where do you ship to?

We ship to the Continental US for Sleep Therapy and Oxygen orders. Due to shipping restrictions related to Durable Medical Equipment regulations and/or licensing requirements, we do not ship prescription required Sleep Therapy orders to Maine & Tennessee, and we do not ship Oxygen orders to Hawaii, Idaho, Louisiana, Maine, Tennessee, and Rhode Island

Where do you ship from?

We ship from our corporate headquarters based in Southern California and/or from multiple fulfillment warehouses across the United States.

Shipping & Handling

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How long does it take to process my order?

If we have your prescription on file, or if your are purchasing an item that does not require a prescription, our typical processing time is 1 full business day. This allows us time to choose the best delivery method for urgency, and to prepare your package with accuracy. Orders received during weekends and holidays are excluded from business days and will begin processing the next available business day. To learn more about our prescription policy, please click here.

How will you package my order?

You may receive multiple packages if we choose to split your order in an effort to get you your items as quickly as possible.

How will you send my order?

Your package may be delivered by USPS, FedEx, or UPS. Our team will consider your location and the locaton of the product(s) type to determine the best delivery carrier for your order.

We will send all PO Box orders through the United States Postal Service. USPS is the only carrier permitted to deliver mail to (place mail in) a PO Box. Private shipping companies or carriers, such as UPS, FedEx and Amazon, are not able to deliver to (place mail in) a PO Box.

How can I track my order status?

During the checkout process, you can select to create a Shop Pay account. Shop Pay will store your payment and delivery preferences for eligible websites, and provides order information. Otherwise, we will provide a tracking number for items shipped once established through the shipping carrier(s) to the contact information submitted on your order.

How can I change or cancel a recent order?

Special circumstances exist and our team will put forth our best effort in getting your package to you as quickly and accurately as possible. Please contact us right away if you need to change your delivery location or method. Even if a tracking number is not established, we may not be able to cancel or change an order if it has already been submitted to one of our warehouses.

CPAPnation.com is not responsible for courier delays, failed delivery attempts, or missing deliveries.

Transit Times

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How long does it take to receive my order once it ships?

Shipping times in the United States vary by destination and by shipping carrier. Please see the carrier timeframes listed below for more details. Please note that destinations in Hawaii, Alaska, or rural areas may experience longer transit times due to limited availability of transportation.

- USPS: Typically, orders shipped via the United States Postal Service can take up to 9 business days to receive. Please note that only USPS is permitted to deliver mail to (place mail in) a PO Box. For more information, please visit USPS Estimated Delivery Times and USPS PO Box Overview

- FedEx: Typically, orders shipped via FedEx standard/ground shipping can take up to five business days to receive. For more information, please visit FedEx Transit Time Map

- UPS: Typically, orders shipped via UPS standard (ground) shipping can take up to five business days to receive. For more information, please visit UPS Ground Time-in-Transit Map

CPAPnation.com is not responsible for courier delays, failed delivery attempts, or missing deliveries.

Financing

Payment Plans

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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.

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