• What’s the best way to get in touch?
  • You can also reach us at  +1 833-904-2473 and RHS  1-800-839-9046. Leave us your contact information and our team will contact you as soon as possible vahomecare.on@airliquide.com and RHS serviceforlife@airliquide.com

  • 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 vitalaire.customer.order@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 may be found in the product description. Please get in touch with our customer care team at vahomecare.on@airliquide.com if you can't find the needed details.

  • How can I track my order? 
  • You will get a communication once your order has been sent with the necessary tracking information. We strive to send you every item 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 shipping and the courier, shipment times may vary. Delivery may take one to fifteen business days. Please contact our staff at vahomecare.on@airliquide.comif you are unsure about the order delivered to your address. 

  • Do you ship anywhere?
  • We deliver anywhere within the Ontario, Alberta, British Columbia, Quebec and Atlantic Provinces in Canada. Please contact our staff at vahomecare.on@airliquide.com if you are unsure about whether we can deliver to your address. 

  • From where the products are shipped? 
  • Our Main Warehouse is located in the Greater Toronto Area, and all products are sent from there.

  • What size mask should I buy? 
  • You want your mask to fit snugly while also preventing air leaks. The websites of the relevant manufacturers each have sizing guides. Our local VitalAire 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.

    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. The websites of the relevant manufacturers each have sizing guides. Your mask's fit could be impacted by a variety of things. This might be a result of the wrong mask type, size, or fitting. Another possibility is that your mask is worn out and needs to be replaced because it is old.

    We'll apply charges to patients who make online purchases and opt to visit the VitalAire clinic for mask fitting.

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

  • 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 can take a moment or two for them to get in your inbox. These emails may occasionally be marked as spam or placed in your junk mail folder. Verify these folders, then add us to your inbox. Please email 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 we do not accept returns, can products that are damaged or incorrect orders be returned?
  • All sales are considered final, unless there is damage to an item, or the item delivered isn’t what was ordered. In the event that a patient order is incorrect or arrives damaged in any way,  they will need to contact the VitalAire support team via email  vahomecare.on@airliquide.com and RHS serviceforlife@airliquide.com with the order number and a photo of the item’s condition. We address these on a case-by-case basis, at local clinics, but will replace and reship items that are incorrect or damaged. 

    Return Policy for Unopened or Damaged Items

    **Conditions for Returns:** 

    Returned items must be unopened and in their original packaging. 

    **Eligibility for Returns and Contact Information:** 

    Patients are eligible for returns only if they receive an incorrect item, order the wrong product or size, or receive a damaged item. To initiate a return, they must email us, providing the order number via  vahomecare.on@airliquide.com and RHS serviceforlife@airliquide.com or "Contact Us" form. This must be done within 10 business days after the item is delivered. 


    **Shipping Instructions:**

    A- 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. In these cases, patients will receive a credit, refund or promotional code to cover shipping costs.

    B- If the return is not due to our error (e.g., you ordered the wrong product), we require the patient to send the product back at their own expense. Only after we receive the returned item will we send the correct product. 

    **Shipping and Handling:** 

     - Returns should be shipped to our warehouse in Mississauga (VA) or in Alberta (RHS). We will share the specific address with the patient once they initiate the return process. 

    **Additional Information:** 

    Please note that certain parts of our products, such as mask components, are available only in our physical stores and not through our online platform.