Return / Refund Policy

Express CPAP Supply sells brand new medical equipment.   All equipment becomes the property of the patient/customer, when the items are opened from the original packaging and/or used.   We do not offer refunds on any open masks.   Defective masks may have a manufacturer refund, where we would have to send that mask back to the manufacturer within a required time period to see if it meets the qualifications for an exchange.  This decision is up to the manufacturer. 

 We do not offer refunds on any open electrical devices.    This includes CPAP machines, Auto-CPAP machines, and Bi-level CPAP machines.   All defective machines need to be returned to our store and we will ship the machine back to the manufacturer for repair.   If the unit is under warranty, the repair should not cost the patient/customer any money.   If the machine is out of warranty, the decision to complete the repair will be the sole responsibility of the patient/customer.    The customer may be responsible for some of the shipping charges of getting the machine to the manufacturer, or getting the machine shipped back to the patient/customer.

 In closing, our policy has been given to each of our credit card companies (American Express, Visa, Master Card, and Discover).   We have our policy clearly written on our website, and clearly visible in our retail store location.  We can not, and will not offer any refund on open items, as per health regulations.   The use and sale of medical products requires being licensed by the state, and follow strict guidelines.

• How do I know which CPAP I need?
  First you must find out if your doctor prescribed for you a CPAP, CPAP with CFLEX, CPAP with Heated humidifier, Auto-Titrating CPAP (Auto-PAP, APAP), or a Bi-Level (BiPAP).
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• What is a CPAP?
  CPAP stands for Continuous Positive Air Pressure. A CPAP machine delivers a constant flow of air into your mask, at a constant pressure determined by your doctor, to open your airway, and deliver air to your lungs. With a CPAP system, you must exhale your air back thru your mask and against the pressure of the CPAP. For most sleep apnea patients, this is uncomfortable at first, but easily adapted to within a few weeks.
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• What is a CPAP with C-Flex, smart flex or EPR?
  Respironics created a technology that makes the air pressure drop when the patient begins to exhale. The rise and fall of the pressure makes this a much easier machine to get used to for new patients. There are three different levels of "flex" that these machines can achieve. A level 3 drops the pressure on exhale more than a level 2, and a lot more than a level 1. This technology mimics a more natural breathing pattern. Resmed also has similar technology. They call it EPR "Expiratory Pressure Relief" We recommend that new sleep apnea patients choose a CPAP with either CFLEX or EPR to help them get used to CPAP therapy.
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• What is an APAP (Auto-Titrating CPAP)?
  Some patients have different types of sleep apnea. Many times the Apnea episodes change with different people day to day, or hour to hour. With an APAP, the machine is set to a "range" of pressures and will move up or down within that range to provide the patient with the right amount of pressure to overcome the apnea. This type of system is more expensive and is usually prescribed when patients have changing needs. CFLEX is also an option on these APAP units.
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• What is a BIPAP (Bi-level)?
  A BiPAP is a machine that has two different pressure settings, one for inhalation (IPAP) and one for exhalation (EPAP). The machine provides the inhalation pressure, then switches to a lower pressure during exhalation. This differs from CFlex because the exhale pressure is an exact setting, not just a drop in pressure. A BiPAP unit and a BiPAP Auto are the most expensive of the machines, and are usually prescribed when a patient needs very high inhalation pressures above 15cm. Some BiPAP units also have higher pressures than a regular CPAP.
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• What is a humidifier for, and why do I need one?
  There are 2 basic types of humidifiers for CPAP machines. Passover, also called "cool" humidifiers use room temperature water, and collect a minimal amount of humidification to the inhaled air. A heated humidifier, is more common and more effective. This unit is either a stand alone model, or an integrated model (mounts right up to your CPAP), and a heater warms the water creating more humidity (moisture) to the inhaled air. There isn't much of an increase in air temperature, but the humidification is noticed immediately by the patient. Humidifiers work very well to keep the nose moist, and alleviate dryness and discomfort of the forced air thru the nose and throat. Many people use them, many do not. It is a personal choice that depends on your body's reaction to the CPAP system.
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• What type of mask systems are available?
  There are three basic systems for delivering air to your respiratory system. The most popular system is the nasal mask. The nasal mask is an interface that completely covers your nose from top to bottom, and is held in place by headgear. The air is directed to your nose only, so you must be able to keep your mouth closed at all times to make this mask system work. The newest style, and one that is gaining market share quickly is the nasal pillow mask. This type of mask system is held in place by headgear, and the interface touches your nose only at the edge of the nostrils. This is great for claustrophobic people, and people who do not like a lot of mask touching their face. This system provides great air delivery in a comfortable manner. Patients must keep their mouth closed with this type of mask system. A chin strap can help keep your mouth closed if you have a problem with that. (Need one for your mother in law?) Finally, the least common type of mask is the full face mask. This large mask system covers both your nose and your mouth. You can breath thru either your mouth or your nose, or a combination of the two. Doctors do not prescribe this style as much as the other styles. Some patients need the versatility of this type of mask and cannot adapt to a nose only system.
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• Do all masks come with headgear?
  YES, all masks that WE sell come with headgear. Other companies sell masks alone, then the patient cannot use it without buying the headgear separately. This ends up costing you more. We can order a mask without the headgear, or replacement parts, but it is usually better just to buy a new mask every 6-12 months and keep your old one for spare parts. This really helps when you break it on a weekend. Be prepared!
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• Which is better, a nasal pillow mask or a nasal mask?
  That choice is up to you. We have seen a trend towards nasal pillow masks. They often come with 2 or 3 cushion sizes included at no extra cost, so that gives you adaptability, and also spare parts that can be used in emergencies. This also takes the guessing out of which size mask to buy. You can try them all out to see which one works the best for you. ADVISE - Spend the money on a quality mask system. It is better to have a quality mask and a basic machine, than to have a deluxe machine with a cheap mask. A proper fitting, comfortable mask system will "make you or break you" You will not sleep with an uncomfortable mask. We know from experience!
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• How do I know which size mask to buy?
  Check out the menu for "Mask Sizing". There you will be able to measure your nose or face for proper fit. Please do not guess at your size. After you open a mask package, it cannot be returned for resale.
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• How do you keep dust from entering your mask?
  Every unit comes with a filter or filters. Some systems come with a washable foam style filter that traps most dust and pollen. You can rinse this type of filter regularly and use it for many months. A paper filter is available for some models for patients with allergy problems. This type of filter is commonly called an "ultra-fine filter" and traps much smaller particles.
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• Why do I feel like my head is going to explode?
  This is very common for new users. The pressure delivered thru your mask is often uncomfortable to your eyes, ears and nose. This feeling is similar to the need to "pop" your ears when you drive up or down a mountain. This uncomfortable sensation is usually short lived and after a couple of weeks, it often goes away.
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• How do I breathe when I have a cold or plugged nose?
  Great question! If you have a full face mask as a spare, use that. If you don't, you need to try to clear your airway. Saline sprays usually do the trick, and vapor rubs also help. Once the airway is cleared, the cpap will help to keep it clear. Sometimes a heated humidifier will really help keep it clear. If you have nasal plugging problems, you should definitely have a full face mask on hand as a standby.
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• How loud is a CPAP Machine?
  Almost all of the new machines sold today are almost completely silent. The days of the big loud machines are over! Most of the noise generated comes from the exhale ports in your mask system.
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• HUH? Exhale ports??
  Yes, every mask system has to have exhale ports. This is a way to remove your exhaled air from the mask system. Without this, you would be breathing in your exhaled air, and would eventually run out of oxygen. Some masks have holes to vent the carbon dioxide, some vent at the elbow, and some vent in a swivel. So when you put on your new mask you will be able to determine where the vent ports are located.
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• How long will my CPAP last?
  If you keep your machine from falling off the nightstand, and out of the baggage terminal at the airport, it should last you for many years. We only sell the top manufacturers of cpap equipment just for this reason. We get customers all of the time who were "tricked" into buying apoorly made cpap machines that lasted less than a year. All of our new machines come with solid manufacturer warranties.
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• Why do companies like Apria and Lincare charge so much?
  Great question! The big companies who bill insurance companies, usually charge the "medicare" designated rates for medical equipment. You could pay double or triple by buying a machine from them. We sell only to customers who don't have insurance, or want to buy a machine without using their insurance.
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• Should I buy a new cpap or a used cpap?
  We sell mostly new machines. We offer you brand new cpap systems starting at about $200. Do you really want a machine that has been sneezed on, thrown around by a baggage handler, and has not had the filters changed for 3 years, except right before you get it? Just thinking of what people put on their night stands makes us want to only offer you nice, new, clean equipment. We hope you will agree.
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• Can I buy a cpap machine without a prescription, do all cpap machine suppliers reququire a Prescription?   Yes, all CPAP machines are "legend" items and require a doctor's note. If you already use a CPAP, please call us. We have created a "Physician Authorization Form" to help you to get your doctor to sign off on your new CPAP. Many times, your doctors office will sign this without requiring you to make an office visit. They understand that YOU HAVE BEEN ON A CPAP FOR A LONG TIME, AND YOU NEED NEW SUPPLIES. Often times they will sign off on this very easily. We can help you with this if you call us. We may have alternative solutions if you don't have a prescription.    We work with specialists that may offer you a solution over the phone. 
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• If I don't like my cpap, can I return it?
  Sorry, no. However, if your cpap has less than 100 hours, we may refurbish it and sell it as a used cpap.   We have to go thru an amazing sterilization process, so we will not offer you much for your machine..  We are not interested in any machines that have over 500 hours...   We can clean, sanitize newer models and offer a good price to those who can't afford a new cpap machine.........   We are not interested in old used cpap machines....
•  Please select your purchases carefully so that your purchase is exactly what you need and want. We can NEVER issue a refund on any mask that has been opened. Do not guess at your mask size. We have provided a mask sizing template measuring guide to help you find the right size mask.
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• Do you rent cpap machines?
  No, too many bad people took advantage of our kindness and decided to "keep" their CPAP without paying. Unfortunately, we only accept payment in full. We did, however, drop our prices almost in half since we used to rent. Our base model CPAP cost $459 back then, now it is about $200.
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• How do you sell items so cheap?
  We buy in bulk, so we can offer you some of the lowest prices in the world. We offer Low Cost shipping on all orders. If our competitors are selling a mask for $3 less, we will save you money by not charging handling! We end up being the lowest priced CPAP store on average. We want to help you, the customer. We know most of you do not have insurance. We are here for you. We do not bill insurance. We don't need to charge outragous prices and take advantage of Insurance companies or Medicare. We believe that low prices and great service will bring customers back. So far, it is working better than we could have ever imagined!
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• Are you open on weekends?
  Yes, often times we work weekends to help as many people as we can.
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• What is the benefit of buying from YouNeedSleep.com?
  We are the little guys, selling at the big guy prices. We have only a handful of employees working hard to take care of your needs. We are your "home town" CPAP store. Your purchase directly affects the lives of our employees. We are not a corporate giant wasting money on foolish things. We are here to help you sleep well and WAKE UP REFRESHED!!