Answer Center

Do you accept private insurance?

No, TheOnlineCPAPStore is a self-pay website that does not work directly with insurance companies. We do provide insurance compliant itemized invoices that you can use to seek reimbursement from your insurance company.

Back to Top

Do you accept Medicare?

No, we do not accept Medicare.

Back to Top

Do you accept Medicaid?

No, we do not accept Medicaid.

Back to Top

Will my insurance company reimburse for my The Online CPAP Store purchases?

Yes, in some cases. If you are planning on attempting to collect reimbursement from your insurance provider, consult your insurance company first. We do provide insurance compliant itemized invoices that you can submit to your insurance provider for reimbursement purposes.

Back to Top

What are sleep therapy equipment related billing codes?

• E0601 CPAP Machine Purchase
• A7034 CPAP Nasal Mask
• A7032 CPAP Nasal Mask Cushion
• A7033 CPAP Nasal Pillows
• A7030 CPAP Full Face Mask
• A7031 CPAP Full Face Mask Cushion
• A7044 CPAP Oral Interface
• A7027 CPAP Hybrid Mask
• A7028 CPAP Hybrid Mask Cushion
• A7029 CPAP Hybrid Mask Nasal Pillows
• A7046 CPAP Humidifier Chamber
• A7037 CPAP Tubing, Long and Short Hoses
• A4604 CPAP Heated Tubing
• A7038 CPAP Disposable Filter
• A7039 CPAP Foam Filter
• A7036 CPAP Chinstrap
• A7035 CPAP Headgear
• E0561 CPAP Passover Humidifier
• E0562 CPAP Heated Humidifier
• E0470 BiPAP Machine Purchase
• E0471 BiPAP ST/AutoSV Machine Purchase
• E1399 CPAP Miscellaneous

Back to Top

How long does it take to ship my order?

Orders placed before 2:00 PM EST with prescriptions in place and payment received, will be shipped the same day provided it is in stock. Orders placed after 2:00 PM EST will be shipped the next business day. Orders placed after 2:00 PM EST on Friday, Saturday, Sunday or holidays will be shipped the next business day.

Back to Top

What is standard shipping?

Standard shipping is our default shipping method. Under this option we will either use United Parcel Service (UPS) or the United States Postal Service (USPS) to ship your package. This determination will be made based on speed and cost effectiveness.

Back to Top

How much does shipping cost?

Our checkout page will quote all of this for you based on your shipping address. Standard shipping is free for orders over $75, within the continental United States. Shipping options are available for Puerto Rico, Hawaii, and Alaska, at an additional charge. For orders under $75, the cost is based on standard shipping rates unless otherwise noted. Customers have the option to upgrade to express shipping options which are quoted during checkout.

Back to Top

How long does ground shipping take?

When you order from us, you can expect your package to arrive within 2-10 business days in most cases. Standard transit times vary and are not guaranteed.

Back to Top

Will you ship to an APO address or PO Box?

Yes, we ship to APO addresses or PO Boxes at our standard shipping rates.

Back to Top

Do you ship to Canada or Internationally?

No, at this time we only ship to the United States and U.S. Territories.

Back to Top

What items can be returned?

Any unopened CPAP or Bi-level machine, mask, or accessory may be returned.

Back to Top

What items cannot be returned?

Bedding products such as, bed pillows, pillow cases, mattress covers, etc. cannot be returned. Opened items are not returnable.

Back to Top

I opened my CPAP, but I didn't use it, can I return it?

CPAP, APAP, BiPAP, and VPAP Machines and Humidifiers cannot be returned once the secure seal has been opened.

Back to Top

How long do I have to make a return?

We will accept returns on most unopened product within 30 days of the original ship date. Once you receive a RMA number, your items must be returned within 14 days.

Back to Top

What should I do if the item I purchased was damaged in transit?

If you believe that your purchase was damaged in transit, contact us for troubleshooting. A RMA number will be issued and the item will be replaced if necessary.

Back to Top

What should I do if the item I purchased is defective?

If you believe that your purchase has a manufacturer defect, contact us for troubleshooting. A RMA number will be issued and the item will be replaced if necessary.

Back to Top

How do I obtain a return merchandise authorization number?

You can request a RMA number by completing our online contact form.

Back to Top

Where should I send my return?

The Online CPAP Store
Attn. Returns Department
1900 Ridge Rd Warehouse # 129
West Seneca, NY 14224

Back to Top

How long does it take to process my return?

Once your return is received, we will issue a credit to the original form of payment. Please allow up to 2 weeks for your credit to be issued.

Back to Top

What costs are associated with returns?

We cannot refund shipping costs. A 15% restocking fee will be subtracted from the original cost and a credit to the original form of payment will be issued.

Back to Top

Can you help me with my CPAP prescription?

Yes, our sleep therapy experts are happy to assist you with questions regarding your prescription. You can contact us by email, phone, live chat, or fax.

Back to Top

Who can provide my prescription?

Your prescription can be from any of the care providers listed below:

- Medical Doctor

- Osteopathic Physician

- Naturopathic Physician

- Nurse Practitioner

- Psychiatrist

- Dentist

- Physician's Assistant

Prescriptions from the following medical practitioners are not acceptable:

- Chiropractor

- Psychologist

- Podiatrist

- Optometrist

Back to Top

What should my prescription include?

All prescriptions must include:

Your name

Name of physician

Physician contact information

Physician signature

Statement about the equipment needed (CPAP, CPAP mask, etc.)

Pressure setting information for CPAP/Bi-level machine

Back to Top

Are handwritten prescriptions acceptable?

Handwritten prescriptions on standard prescription pads are acceptable. You may also use our standard prescription form.

Back to Top

Can I use an old prescription?

If your prescription is written for "99 months" or "lifetime need," you will be able to continue to receive equipment as long as your need for therapy continues. If your prescription indicates a certain number of refills, it will only be valid until that number is met. If your prescription lists an expiration date, it is valid through that date. If you are unsure of the validity of your prescription, we will gladly review it for you.

Back to Top

Can my primary care physician write my prescription?

Yes, your CPAP prescription can be obtained from your primary care physician. If your physician is aware that you use a CPAP and has a record of your sleep study, he or she will typically be willing to issue a prescription in order for you to receive your supplies.

Back to Top

How can I send my prescription?

Prescriptions can be submitted to TheOnlineCPAPStore in four simple ways:

Upload your prescription using our prescription upload tool during checkout

Fax your prescription to our fax number: 1-716-712-0772

Email your prescription to: [email protected]

Let us request your prescription for you. When you checkout, indicate that you would like us to request your prescription

Please include your order number with any faxed or emailed prescriptions.

Back to Top

What should my prescription say?

All prescriptions must contain your physician's name and signature, contact information, your name, and a statement regarding the equipment needed. Additionally the following phrasing requirements give examples of what should be included for each device.

Back to Top

What should my CPAP prescription say?

Your CPAP prescription should contain:

The phrase "Continuous Positive Airway Pressure" or "CPAP"

Your specific pressure setting, for example "12" or "12 cm H2O"

Back to Top

What should my APAP prescription say?

Your APAP prescription should contain:

A phrase related to APAP such as: APAP, Auto CPAP, AutoSet, Auto PAP, Auto Adjusting CPAP, Self Adjusting CPAP, CPAP, or Continuous Positive Airway Pressure

Your pressure range, for example "4-20" or "4-20 cm H2O"

Please note: Auto CPAP machines can be set in the standard CPAP mode or Auto CPAP mode.

Back to Top

What should my Bi-level prescription say?

Your Bi-level prescription should contain:

The phrase "BiPAP," "Bi-level," or "VPAP"

Your inspiratory pressure setting, also called IPAP, for example "IPAP 12" or "IPAP 12 cm H2O"

Your expiratory pressure setting, also called EPAP, for example "EPAP 8" or "EPAP 8 cm H20"

Back to Top

What should my Bi-level Auto prescription say?

Your Bi-level Auto prescription should contain:

The phrase "BiPAP," "Bi-level," "VPAP," "Bi-level Auto," or "BiPAP Auto"

Your maximum inspiratory pressure setting, also called Max IPAP, for example "Max IPAP 18" or "IPAP 18 cm H2O"

Your minimum expiratory pressure setting, also called Min EPAP, for example "Min EPAP 8" or "EPAP 8 cm H20"

Your pressure range, for example "18-4" or "18-4 cm H2O"

Please note: Bi-level Auto machines can be set in the standard Bi-level mode or Auto Bi-level mode.

Back to Top

What should my Bi-level ST prescription say?

Your Bi-level ST prescription should contain:

The phrase "BiPAP ST," "VPAP ST," or "Bi-level ST"

Your backup rate or BPM setting

Your inspiratory pressure setting, also called IPAP, for example "IPAP 12" or "IPAP 12 cm H2O"

Your expiratory pressure setting, also called EPAP, for example "EPAP 8" or "EPAP 8 cm H20"

Back to Top

What should my Bi-level Auto SV Advanced prescription say?

Your Bi-level Auto SV Advanced prescription should contain:

The phrase "BiPAP AutoSV," "BiPAP SV," or "BiPAP Servo Ventilation"

Your expiratory pressure setting or range, also called EPAP, for example "EPAP 8 cm H2O" or "EPAP min 4 cm H20 - EPAP max 10 cm H2O"

Your inspiratory pressure support setting range, also called Pressure Support (PS), for example "PS Min 3 cm H2O - PS Max 10 cm H2O"

Your Maximum Pressure setting, for example "Max Pressure 25 cm H2O"

Your Bi-level Auto SV prescription may also contain your backup rate or BPM setting

Back to Top

What should my CPAP Mask prescription say?

Your CPAP mask prescription should contain a phrase related to CPAP such as: CPAP mask, CPAP supplies, CPAP, CPAP humidifier, APAP, Auto CPAP, Bi-level, VPAP, BiPAP, BiPAP Auto, BiPAP ST, VPAP ST, BiPAP AutoSV, etc.

Back to Top

What should my CPAP humidifier prescription say?

Your humidifier prescription should contain a phrase related to CPAP such as: CPAP humidifier, humidifier, heated humidifier, HH, CPAP supplies, CPAP, APAP, Auto CPAP, Bi-level, VPAP, BiPAP, BiPAP Auto, BiPAP ST, VPAP ST, BiPAP AutoSV, etc.

Back to Top