FAQ's

 



Returns and Exchanges

I bought a mask from the online store, can I exchange it if it doesn't suit me?

No exchanges are accepted. CliniqueTCO allows for returns and refunds within 10 days of the billing date, as long as the product has not been used, is in its original condition, and still in its original packaging (unopened).

What is your return policy?

All online purchases are subject to our return policy. CliniqueTCO commits to refunding any product that is not satisfactory, as long as it is returned within 10 days from receipt. For more details, please refer to our Return Policy.

How long does it take to get a refund for returned equipment?

Refunds are processed within 3 to 5 business days after we receive your goods at our warehouse.

Shipping and Billing

I have questions about my order or how the site works. How can I reach you?

Chat with one of our respiratory therapists between 8:00 AM and 4:00 PM on weekdays, or contact our customer service center at 819-778-3748.

What are the delivery times?

Your order will be shipped via Canada Post and should arrive within 3 to 5 business days.

Are my personal and banking details protected?

Yes. We use the best encryption technologies to keep your personal data confidential. Please note that we do not store credit card numbers, and your payment is secure.

Do I need a prescription to order online?

You do not need a new prescription for masks and accessories. However, a prescription is required for purchasing or renewing a CPAP machine. If you are already a customer of CliniqueTCO and we have a prescription on file, there is no need to resend it. However, if you are not yet a customer, a prescription is required.

What payment methods do you accept?

Payments can be made via credit card (Visa or Mastercard), Interac, ShopPay, Apple Pay, and Google Pay.

Do I have to pay taxes?

Medical products are not taxable, but non-medical products, such as cleaning wipes, are.

Can I track my order?

Yes. Once your order is shipped from our warehouse, you will receive an email with a Canada Post tracking number along with your invoice.

Can I get my online purchases reimbursed by my insurance?

Each insurance policy has its specifics. We recommend you verify with your insurer. The purchase receipt (invoice) will be included with your delivery and can be sent to your insurer for reimbursement.

Product Questions

How long is the warranty on products purchased online?

The warranty period for equipment purchased online is displayed in the "Purchase Conditions" section under "Warranties."

How often should I renew my mask and accessories?

To limit bacterial and fungal growth on your equipment and optimize your comfort, it is recommended to replace the mask, tubing, and water reservoir every 6 to 12 months. The filter should be replaced every 6 months.

How often should I renew my CPAP machine?

If the maintenance and accessory renewal guidelines are followed, the average lifespan of a CPAP machine is 5 to 8 years. The warranty for CPAP machines is 5 years. That’s why most insurance companies allow CPAP machine renewals after 5 years. Be aware that technologies and features are continuously evolving. Purchasing a CPAP machine every 5 years ensures peace of mind and allows you to enjoy a quieter machine with new features for better comfort.

Who should I contact if I have problems with my mask or machine?

If you have issues with your machine or equipment, you can chat with one of our respiratory therapists between 8 AM and 4 PM on weekdays or directly contact customer service by phone.

Are comfort products (e.g., special pillows, tube support, etc.) covered by my insurance?

Many insurers reimburse the purchase price of these accessories. However, it is recommended to check with your insurer before making a purchase.

How do I choose the right mask?

If you are starting your CPAP therapy, it is recommended to meet with a respiratory therapist in person or via teleconsultation to get advice on which mask is best for your needs. If you are renewing accessories and find your current mask comfortable, it is generally recommended to stick with the same model.

What is the difference between a nasal, nasal pillow, and full-face mask?

  • Nasal Mask: The most popular option, featuring a silicone cushion around the nose for stability and a natural feel. Recommended for higher air pressure settings.

  • Nasal Pillow Mask: Ideal for claustrophobic patients or those with facial hair. Smaller and less intrusive. Not recommended for high-pressure needs.

  • Full-Face Mask: Best for mouth breathers (chronic sinusitis, allergies, deviated septum). It may increase the required air pressure, so it's usually recommended to start with a nasal or nasal pillow mask.

How do I choose the right machine?

The choice of the right CPAP machine depends on several factors, including personal needs and preferences. All machines come with essential features (e.g., heated humidity, exhalation pressure relief, and automated data upload). Our respiratory therapists are trained to help you choose the best machine for your needs.

What type of water should I use in my CPAP machine?

Only distilled or demineralized water should be used and replaced daily to prevent bacteria and microorganisms from growing inside the reservoir.

How do I maintain my equipment?

The mask, tubing, reservoir, and filter should be cleaned weekly. Refer to the manufacturer’s videos for detailed care instructions:

  • ResMed AirSense 10 (care video)

  • DreamStation (care video)

  • SleepStyle (care video)