Using the web site
How can I quickly find CPAP Supplies on your web site if I know the part number?
How do I put items in my shopping cart?
What browsers are compatible with this web site?
When I click the buy button the item doesn't get added to my shopping cart. What's the deal?

Ordering Process
Where do I send my prescription?
What if you don't have a product I'm looking for?
How long does it take for you to fill my order?
How will I know CPAP-Supply.com received my order?
What happens when I give you my credit card number? Is the transaction secure?
What if I want to add to my order after it has been submitted?
When I try to check the status of my order the web site says my order doesn't exist. What's going on here?
What's your return policy?

Shipping
What is the transit time for my order?
When will my order ship?
What if my tracking number or delivery confirmation number says that my order was delivered, but I didn't actually receive it?
If I return something unopened will my shipping charge be refunded?
Do I have to pay for shipping due to warranty issues?

Machines
Which CPAP machine has the smallest dimensions?
Which CPAP machine is the lightest?
Which CPAP machine is the quietest?
What is the difference between an auto, a bilevel and a CPAP machine?
What is the difference between the REMstar Plus and REMstar Pro?
Where can I find the specs for CPAP machines?

Masks
What size mask should I order?
What are nasal pillows?
Should I use a nasal mask, a full face mask, or nasal pillows?

Humidifiers
Why should I get a heated humidifier for my CPAP machine?

Insurance
Is this equipment covered by my insurance provider?
Will you bill my insurance company?
What is a CPT code?
What is a DME code?
What does HCPCS mean?
What are the codes for the equipment I purchased?
Do you bill Medicare?

General
What do I need to buy to get started using CPAP treatment?
Do I need a prescription for this equipment?
Why are your prices so low? Some companies have told me that you must be selling refurbished equipment.

How can I quickly find CPAP Supplies on your web site if I know the part number?
Simply use the Search button at the top right corner of each page. Enter an item number or item name in the Search box and then click the Search button. Our search feature makes finding CPAP supplies quick and easy. You can also find CPAP supplies by navigating through our simple category structure located on the left side of every page.
Back to Using the Web Site.

How do I put items in my shopping cart?
When viewing the description of a product click on the add to cart button to place the item in your shopping cart. After you click the add to cart button you will be taken to the shopping cart, where you can either choose to checkout using our convenient one-page checkout process, or continue shopping.
Back to Using the Web Site.

What browsers are compatible with this web site?
The web site should work with all major web browsers including Internet Explorer, Netscape Navigator and Firefox.
Back to Using the Web Site.

When I click the buy button the item doesn't get added to my shopping cart. What's the deal?
You could be experiencing one of two problems, both of which are related to "cookies". First, check to make sure your browser privacy settings allow cookies to be installed on your computer. If that doesn't fix the problem, make sure your computer date is set accurately. Cookies expire based on the date, so if your date is set too far ahead the shopping cart functionality may not work. If you continue to experience problems after troubleshooting using these guidelines feel free to give us a call at 888-955-CPAP.
Back to Using the Web Site.

Where do I send my prescription?
You can fax your prescription to us at 509-448-1540. Once your CPAP prescription is received it is scanned and filed so that it is on record with us indefinitely. In general you'll only need to send us a prescription once.
Back to Ordering Process.

What if you don't have a product I'm looking for?
Let us know. We'll try to get the product you're looking for, even if it is made by a manufacturer not currently listed on our site.
Back to Ordering Process.

How long does it take for you to fill my order?
Orders will be filled on the same day they are placed provided the order is placed by 3 PM Pacific Standard Time. Please note that special orders (e.g. for products we don't have in stock or don't normally carry) the time it takes to fill the order can vary considerably.
Back to Ordering Process.

How will I know CPAP-Supply.com received my order?
Upon submitting your order you will see your order number. Keep this number in case you need to contact us about your order. Also, you will receive an email invoice confirming the receipt of your order shortly after you submit it. After your order ships you'll receive an email indicating that your order is on the way, and in this email you'll receive a link you can use to login to your account to check the status of your order at your convenience.
Back to Ordering Process.

What happens when I give you my credit card number? Is the transaction secure?
The transmission of sensitive data occurs only on a secure server using industry standard 128-bit encryption. Your credit card number is sent to a card processing server for approval. CPAP-Supply.com only stores your credit card number if you choose for us to do so. Even when we store it, we don't have access to the entire number; we can just see the last four digits and the expiration date. Please review our privacy policy for more information.
Back to Ordering Process.

What if I want to add to my order after it has been submitted?
You have a couple of options here. You can simply submit another order and we'll do our best to ship the two orders together. Alternatively you can call us at 1-888-955-CPAP and add to your order over the phone. Please be sure to have your order confirmation number handy when you call.
Back to Ordering Process.

When I try to check the status of my order the web site says my order doesn't exist. What's going on here?
Typically this means that you checked out "anonymously" when you placed your order. If you didn't provide a password during the checkout process, then you won't be able to check on your order. If you've checked out anonymously and want to be able to see your order history you can give us a call at 888-955-CPAP. We'll change the status of your account and assign you a temporary password (which you can change later) so that you can see your order history.
Back to Ordering Process.

What's your return policy?
Click here to read our return policy in all its glory. Basically, you can't return items if they've been opened. It's the whole hygiene, sanitation issue. Because of this policy we're able to stay in business and you're able to sleep well at night knowing you're not using some dirty old CPAP mask that's been tried by sixteen other people (i.e. you like the fact that we don't sell used equipment).
Back to Ordering Process.

What is the transit time for my order?
All orders are shipped via USPS Priority Mail or UPS from Spokane, WA 99223. USPS Priority Mail transit times are generally 1 - 3 days to anywhere in the country. For UPS Ground transit times, please refer to the map below. Transit days are business days (i.e. weekends and holidays are not included in these times).

When will my order ship?
If you order on a weekday before 3:00 PM Pacific, then your order will ship the same day it is placed. The only exceptions to this rule are holidays and backorders. We like holidays but we hate backorders. Unfortunately, backorders sometimes happen. When they do, we make every attempt to get your items to you as quickly as possible, and we often upgrade the shipping method to do so.
Back to Shipping.

What if my tracking number or delivery confirmation number says that my order was delivered, but I didn't actually receive it?
If we shipped your package via UPS then we'll have to call UPS so that they can investigate the situation. The outcome may or may not be favorable to you. If we shipped via USPS Priority Mail, then you will have to take the issue up with your local post office and/or mail carrier.

If you want a signature to be required for delivery either by UPS or USPS Priority Mail, you will have to call us to inform us of your request. USPS Priority Mail Signature Confirmation will add an additional fee to your shipping charge - generally the added cost is $2.00. USPS Priority Mail insurance is also available upon request for an additional fee which depends upon the value of the shipment.

Also note that we do not guarantee delivery of any shipments sent through the United States Postal Service (USPS). Again, you can purchase insurance which would mean that USPS guarantees delivery, but you will be subject to the USPS insurance policy. That is to say, CPAP-Supply.com doesn't guarantee delivery of anything shipped via the United States Postal Service.
Back to Shipping.

If I return something unopened will my shipping charge be refunded?
Not unless we made a mistake processing your order. Also, if you return something unopened in accordance with our return policy, and you did not pay for shipping originally, we will not refund the amount you would have paid for shipping. This rule applies specifically to customers who choose our Free Shipping method and then return a product. To be clear, in this case you will end up paying for shipping as if you had paid for shipping when you placed your order.
Back to Shipping.

Do I have to pay for shipping due to warranty issues?
Yes. If you need to return something for a warranty issue, or if we send you something for a warranty issue, you are responsible for all shipping charges. We will not pay for shipping for any warranty-related issues.
Back to Shipping.

Which CPAP machine has the smallest dimensions?
The smallest dimensions of any machine we sell are 7" L x 2.9" H x 5.6" W. This machine is the Puritan Bennett 420G.
Back to Machines.

Which CPAP machine is the lightest?
At 1.54 pounds the Puritan Bennett 420G is the lightest machine we currently sell.
Back to Machines.

Which CPAP machine is the quietest?
The DeVilbiss 9000 series machines are rated as the quietest CPAP machines. Most newer machines are all quiet, and the most noticable noise will be the air escaping from the exhalation vent in your CPAP mask.
Back to Machines.

What is the difference between an auto, a bilevel and a CPAP machine?
A CPAP machine is designed to deliver one constant pressure throughout the night (except for during the ramp time). A bilevel or bipap machine is designed to deliver two pressures -- an inhalation pressure and an exhalation pressure. An auto-titrating machine automatically determines the correct pressure necessary at any given time which tends to reduce the average pressure delivered throughout the night and therefore sometimes results in a higher level of patient compliance.
Back to Machines.

What is the difference between the REMstar Plus and REMstar Pro?
The REMstar Pro offers some features which aren't found on the REMstar Plus. These include automatic altitude adjustment (versus the manual adjustment in the REMstar Plus); Encore SmartCard compatibility, which is used to record therapy data and to help patients and health care providers monitor treatment; an automatic on/off feature; and a "mask off" alert.
Back to Machines.

Where can I find the specs for CPAP machines?
In the detailed descriptions of the CPAP machines on our web site there is a link called Technical Specs which lists many of the technical and physical characteristics of the CPAP machines we sell. If you need additional information about any CPAP product on our web site, please give us a call at 888-955-CPAP.
Back to Machines.

What size mask should I order?
Some of the product detail pages for masks have either sizing charts or printable sizing gauges. If you're unsure about mask size, feel free to give us a call. We'd be happy to help you find the right size mask.

If you want to replace your existing mask and you want the same size, then you can usually find the size printed on the mask frame (check the side, bottom, or front near the forehead support) or "etched" into the side of your cushion. You may also see a part number on your mask frame. If you call us with a part number, we can help you determine which size mask you have.
Back to Masks.

What are nasal pillows?
Nasal pillows are an alternative to standard nasal masks. Nasal pillows fit under the nostrils to deliver air directly into the nostrils. See the Breeze SleepGear with Nasal Pillows Assembly for an example of how nasal pillows will fit on your face.
Back to Masks.

Should I use a nasal mask, a full face mask, or nasal pillows?
In large part this is a personal issue of comfort. You may want to consider a full face mask if you breathe through your mouth while sleeping and/or if you have allergies. If you don't like the invasiveness of wearing a mask over your face then nasal pillows might be a better alternative.
Back to Masks.

Why should I get a heated humidifier for my CPAP machine?
A heated humidifier can deliver more moisture due to the higher temperature of the water as the air travels across it. The heat assists in the evaporative process and allows more moisture to be delivered to you through your mask, but you will not notice any difference in the temperature of the air being delivered.
Back to Humidifiers.

Is CPAP equipment covered by my insurance provider?
This depends on both your provider and the coverage level of your policy. Some providers (e.g. Medicare) require a patient to rent a CPAP machine (usually for an outrageous monthly cost) for a certain period before they will reimburse a purchase, while some providers will reimburse any purchase from any company.

We would like to point out that our prices our considerably lower than those of most local suppliers of CPAP equipment. Through our own research we've found it common for local CPAP suppliers to charge three times our price (or more) for the same equipment. Even if your insurance company reimburses for these inflated prices it is important to remember that policy holders end up paying for it in several different ways (e.g. higher deductibles, higher copayments, lower levels of service, etc.)
Back to Insurance.

Will you bill my insurance company?
Yes, we will file a claim with your insurance company on your behalf. You'll need to provide us with the information listed on our CPAP Insurance page. To place an order with us you will need to use your credit card or PayPal account. After we submit your insurance claim and get reimbursed from the insurance company, we will issue a refund to your credit card for the reimbursement amount.
Back to Insurance.

What is a CPT code?
CPT is an acronym for Current Procedure Terminology. CPT codes refer to procedures or services performed by physicians on or for patients. Your insurance company may tell you you need a CPT code to finish filing a claim, when what you really need to provide is a DME code.
Back to Insurance.

What is a DME code?
DME is an acronym for Durable Medical Equipment. A DME code refers to the equipment you purchase and it is the code you need to provide your insurance company when filing a claim. If your insurance company asks for a CPT code, this is what they are talking about.
Back to Insurance.

What does HCPCS mean?
HCPCS is an acronym for Health Care Procedure Coding System and refers to the system of coding for services and equipment used by physicians, medical equipment suppliers, and insurance companies.
Back to Insurance.

What are the codes for the equipment I purchased?
Click here to view our list of DME HCPCS codes for CPAP equipment.
Back to Insurance.

Do you bill Medicare
Yes. Please see the Medicare section of our terms and conditions for more information.
Back to Insurance.

What do I need to buy to get started using CPAP treatment?
You will need a cpap machine, tubing, and a cpap mask with a cushion and headgear. All of our cpap machines come with tubing and a carrying case (except for the BiPAP S/T which doesn't come with a case), and our cpap mask systems come complete with a cushion (or nasal pillows if appropriate) and headgear.
Back to General.

Do I need a prescription for this equipment?
A prescription is required for all CPAP machines. Your prescription can be faxed to us at 509-448-1540, or it can be emailed to rx@cpap-supply.com. If you've been using CPAP therapy for twenty years and you don't have a prescription and you're wondering why you need one, just trust us. It's required. Call your doctor and have him fax over a prescription for a replacement CPAP machine. You shouldn't even need to go in for an office visit. We won't process an order for a CPAP machine without a prescription.
Back to General.

Why are your prices so low? Some companies have told me that you must be selling refurbished equipment.
We do not sell used or refurbished equipment, except for those machines shown in the product listing called Used / Refurbished CPAP Machine. All other CPAP machines and CPAP supplies on our web site are brand new from the manufacturer with a full manufacturer warranty. Our prices our low because we buy in relatively large quantities and we're willing to accept a lower profit margin in order to earn your business. Also, there are a few factors that affect our overhead for the better. First, we bill you directly rather than waiting weeks or months to get paid by your insurance company. This may sound like it's not so helpful for you, but good cash flow for us means lower prices for you. Second, we design and maintain our web site ourselves. Third, we don't rent office space. Finally, we've even worked with UPS to get discounted shipping prices. All of these factor together to reduce our overhead and save us -- and ultimately you -- money.
Back to General.