FAQ

  • What’s the best way to get in touch?
  • You can also reach us at  +1 833-904-2473. Leave us your contact information and our team will contact you as soon as possible https://cpapcanada.com/pages/contact

  • 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 vitalaire.customer.order@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 vitalaire.customer.order@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 vitalaire.customer.order@airliquide.com if 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 vitalaire.customer.order@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 vitalaire.customer.order@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.

  • What should I do if I want to return an unopened product?
  • We do not currently offer return slips. For more information on how to return an item, please check our refund, return and exchanges policy.  

    Refunds, returns, and exchanges

    In the event that your order arrives damaged in any way, please email us as soon as possible at vitalaire.customer.order@airliquide.com with your order number and a photo of the item’s condition. We address these on a case-by-case basis but will try our best to work towards a satisfactory solution. If you have any further questions, please don't hesitate to contact us at vitalaire.customer.order@airliquide.com. It's considered a final sale unless there's damage or if the wrong mask was delivered. We simply ship out identical masks.

  • What should I do if I received the wrong order or a damaged order?
  • Please examine your purchase confirmation as well as the packaging invoice twice if you think you received the wrong order or a damaged order. If you discover that the wrong item has been shipped, please do not open it and contact our customer service team at vitalaire.customer.order@airliquide.com or by phone 833 904-2473. We will be able to help. 

  • What should I do if my product is faulty? 
  • Should the product you receive be faulty, we will do everything we can to assist as quickly as possible.

    Please provide the serial number, which typically starts with SN, to vitalaire.customer.order@airliquide.com, our customer service team. After checking the item's warranty with the supplier, we will get in touch with you to direct you through the subsequent procedures.

  • How do I return the damaged product?
  • In the event that your order arrives damaged in any way, please email us as soon as possible at vitalaire.customer.order@airliquide.com with your order number and a photo of the item’s condition. We address these on a case-by-case basis but will try our best to work towards a satisfactory solution.If you have any further questions, please don't hesitate to contact us at vitalaire.customer.order@airliquide.com. It's considered a final sale unless there's damage or if the wrong mask was delivered. We simply ship out identical masks.