FAQ

How do I place an order?
Ready to order your CPAP mask and accessories? Here's how:

1. Browse our selection: Find the mask that's right for you by browsing our website.
2. Add to cart: Once you've found the perfect mask, add it to your shopping cart.
3. Create an account: If this is your first order, you will be prompted to create an account. You will also be asked to verify your email address and enter your mailing address. You can save this address for future orders. 
4. Complete your order: Follow the simple checkout process to complete your order.
5. Confirmation email: You'll receive a confirmation email once your payment is complete.

Returns:
We want you to be happy with your mask! Due to hygiene and infection control concerns, medical devices like CPAP masks are considered final sale and cannot be returned or exchanged once opened, with the exception of items arriving damaged or being the incorrect size. If there's an issue with your mask, please contact us and we'll be happy to help.

What’s the best way to get in touch?
You can reach us at  vahomecare.on@airliquide.com or 1.833.904.2473. Please leave us your contact information and our team will contact you as soon as possible.

What currency are your prices listed in?
All products are listed in Canadian dollars and sold only within Canada. 

How do I cancel or change my order?
Contact our customer care team at vahomecare.on@airliquide.com as soon as you decide to cancel your order, and we will do everything we can to help. Please be aware that we will not be able to cancel your order after it has been dispatched.

What is the warranty on my product?
Please refer to the respective product page for warranty information, which is found in the product description. You can contact our customer care team at vahomecare.on@airliquide.com  if you need assistance. 

How can I track my order?
You will receive an email with the necessary tracking information once your order has been sent. Our goal is to ship your order within five business days. Orders that are placed on the weekend or on a legal holiday will be processed the next business day. After seven business days, if you have not received your tracking information, please contact our customer service team at vahomecare.on@airliquide.com. We would be pleased to assist you.

My order has taken more than 7 business days. What can I do?
My order says received, but I did not receive the package?
Depending on the courier, shipment times may vary. Delivery may take 1-15 business days. Please contact our staff at vahomecare.on@airliquide.com if 15 days have passed and you have still not received your order.

Do you ship anywhere?
We deliver to addresses in British Columbia, Alberta, Saskatchewan, Manitoba, Ontario, Quebec and all the Atlantic provinces in Canada. Please contact our staff at vahomecare.on@airliquide.com  if you have questions about your specific address.

Where do your products ship from?
Products are shipped from our main warehouse in the Greater Toronto Area.

What size mask should I buy?
You want your mask to fit snugly while also preventing air leaks. Manufacturer websites have sizing guides to assist you. Our local, expert clinicians are available to support you should you need assistance with mask fitting. For first-time buyers, we do not advise purchasing online because masks cannot be returned. Please visit one of our local clinics for expert assistance from one of our clinicians. We look forward to supporting you!

How do I fit the product to my face? What can I do if my mask doesn't fit properly?
You will receive a guide with your product. Manufacturer websites have sizing guides to assist you. Your mask's fit could be impacted by a variety of factors. This might be a result of the wrong mask type, size, or fitting. Masks also wear out as they age, and this affects sizing. 

For the correct sizing, please contact your local clinic to schedule a mask fitting appointment..

How soon will my payment be handled?
Once your order is placed successfully, your payment will be processed immediately. 

My order has been placed, but I haven't received a confirmation email.
Order confirmation emails are sent out immediately upon the completion of the transaction, although it may take a moment or two to be received into your inbox. These emails may occasionally be marked as spam or placed in your junk mail folder. Please double-check these folders if you still have not received the confirmation email after some time. You can also contact  our customer support staff at vahomecare.on@airliquide.com  if you are still unable to locate an email from us.

Will online purchases be covered by my insurance? Will I receive an invoice to claim my items through insurance?
Depending on your insurance plan, your private insurance provider may offer financial reimbursement. You must submit the invoice to your insurance company after your purchase in order to be reimbursed for your charges. You will receive an invoice to claim your  items through insurance.

What about provincial health care programmes' coverage?
|We advise consulting your own provincial healthcare website for information.

As items cannot be returned, can products that are damaged or incorrect orders be returned?
While most sales are final, we understand that mistakes can happen. If you receive an item that is damaged or incorrect, please email vahomecare.on@airliquide.com with your order number and a photo showing the condition of the item. We will review your request, and if the item is indeed damaged or incorrect, we will arrange for a replacement to be shipped to you.

Return Policy:
For incorrect orders, items must be unopened and in their original packaging. Damaged items will be assessed on a case-by-case basis. While returns for legitimate damage are accepted, intentionally damaged items will not be eligible for return.

Eligibility for Returns and Contact Information:
We accept returns only if you receive an incorrect, damaged, or wrongly sized item. To initiate a return, please contact us within 10 business days of delivery by emailing vahomecare.on@airliquide.com with your order number. Please briefly explain the issue (incorrect item, wrong size, or damage) when contacting us.

Please note that we do not accept returns of items purchased online at our branches. 

Shipping Instructions:
If the error is on our part (e.g., incorrect item or damage during shipping), we will send a replacement before receiving the original item back, and you will receive a credit, refund, or promotional code to cover shipping costs. If the return is not due to our error (e.g., you ordered the wrong product), you are responsible for return shipping costs, and we will send the correct product only after we receive the returned item.

Shipping and Handling:
Please contact our customer care team at vahomecare.on@airliquide.com or 1.833.904.2473. We will provide the application return address with you once the return process has been initiated.

Additional Information:
Please note that certain products, such as mask components, are available only in our physical stores and not through our online store.