Help
FAQ
The questions we are asked most often, grouped by subject. If yours is not here, ask us before you order rather than after.
Prescriptions
Do I need a prescription?
Prescription Required: CPAP machines are Class II prescription medical devices regulated by the U.S. FDA. My CPAP Shop LLC cannot ship your order until a valid prescription from a licensed physician is received and verified through our secure portal.
Tubing, filters and most replacement parts do not need one. Every product page says which it is, so you will know before you add it to the cart.
How do I send my prescription?
Place your order first. We then send you a secure upload link. Your prescription goes straight into an encrypted, HIPAA-compliant system, not into this website's order records.
Is my prescription safe on your website?
It is never stored on the website at all. That is the point of the separate system. The order here records only that a valid prescription was received and checked.
Please do not email your prescription or send a photo of it by text. Neither is secure.
What happens if you never receive my prescription?
Delayed Prescription Policy: If an order is placed but a valid physician's prescription is not securely uploaded or received within seven (7) business days, My CPAP Shop LLC reserves the right to automatically cancel the order and issue a full refund to your original payment method.
Nothing is charged and lost. If you need longer, tell us and we will hold it.
Who checks it?
A person, not software. Nothing is released to our supplier automatically.
Paying
Do you take my insurance?
No Insurance Billing Disclosure: My CPAP Shop LLC operates strictly as a cash-pay retail store. We do not bill Medicare, Medicaid, or private health insurance companies. We do not provide insurance billing codes, and we cannot guarantee that your insurance provider will reimburse you for out-of-pocket purchases made on our site. We gladly accept HSA and FSA cards at checkout.
Can I use my HSA or FSA card?
Yes. They work like any other card at checkout.
Can I claim it back from my insurer afterwards?
That is between you and your insurer. Some plans reimburse out-of-pocket purchases and some do not, and we cannot promise either way. We can give you a detailed receipt; we cannot give you insurance billing codes.
Shipping
Where do you ship?
Virginia only for now. Orders to addresses outside Virginia are cancelled and refunded.
Why only Virginia?
Prescription medical equipment is regulated state by state, and a supplier needs the right permissions in each one. We would rather ship to fewer states properly than to more of them improperly.
When will my order arrive?
Orders without a prescription device are processed the next business day. Orders with one are held until your prescription has been received and checked, so the clock really starts there. Getting your prescription to us quickly is the single biggest thing that speeds up delivery.
Returns and faults
Can I return it?
Unopened items: Products in their original, sealed, untampered manufacturer packaging may be returned within 14 days of delivery for a full refund (minus shipping fees).
Opened items: Once the manufacturer's factory seal is broken or opened, the item is considered used and is 100% non-returnable and non-refundable.
Masks, tubing and humidifier chambers are personal hygiene devices. Once a seal is broken they cannot go to another patient, which is why the rule has no exceptions.
The mask does not fit me. Can I swap it?
Not once it has been opened. This is why we would rather you asked first. Send us your machine's make and model and what you have now, and we will tell you what fits before you spend anything.
What if it arrives damaged or does not work?
That is a warranty matter, not a return, and the seal rule does not apply to it. Contact us with your order number and what is wrong, and we will help you file the claim with the manufacturer.
Do you repair machines?
No. Machines are covered by the manufacturer's own warranty, typically two years, and we help you file that claim. We do not provide a loaner machine during a repair.
About us
Do you supply oxygen therapy?
Not at present. We sell CPAP equipment and its replacement parts.
Can you tell me what pressure I need?
No, and please do not take a setting from anyone who is not your clinician. Pressure is prescribed for you specifically. We can help with equipment, fit and compatibility; your doctor or sleep specialist handles your therapy.
Which mask fits my machine?
Ask us. Send the make and model and we will confirm what works with it. Masks, cushions and tubing are not interchangeable between machines.
Still not sure?
Send us the make and model of your machine and we will confirm what fits before you order. We would rather answer a question than process a return.