Frequently Asked Questions

Returns and exchanges

I purchased a mask from the online store, can I exchange it if it does not suit me?

No exchanges are accepted. CliniqueTCO accepts the return for reimbursement purposes of any product, during a period of 10 days following the invoice date, provided that the product has not been used and is in its original condition and in its original packaging (unopened).

What is your return policy?

All online purchases are eligible for the return policy. CliniqueTCO undertakes to reimburse you for all products which are not to your satisfaction and which are returned to us within 10 days of their receipt. To learn more, see our Return Policy .

What is the refund time when returning equipment?

The refund will be made within 3 to 5 business days of receipt of your merchandise at our warehouse.

Delivery and invoicing

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

Chat with a respiratory therapist between 8 a.m. and 4 p.m. weekdays or contact our customer relations center at 819-778-3748

What are the delivery times?

Your order will be shipped by Canada Post and should reach you within 3 to 5 business days.

Is my personal and banking information protected?

Yes. We use the best encryption technologies to maintain the confidentiality of your personal data. Please note that we do not store any credit card numbers and your payment is secure.

 

Do I need a prescription to order online?

You do not need a new prescription to purchase masks and accessories. However, a prescription is required to purchase or renew a CPAP device. If you already do business with CliniqueTCO and we have a prescription on file, there is no need to send it to us again. However, if you are not yet doing business with CliniqueTCO, a prescription is required.

 

What payment methods do you accept?

Payment must be made by credit card (Visa or Mastercard) as well as 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.

Is it possible to track my order?

Yes. Once your order has been shipped from our warehouse, you will receive an email containing a Canada Post tracking number as well as your invoice.

Can I have my online purchases reimbursed by my insurer?

Each insurance policy has its particularities. We recommend that you check with your insurer. The purchase receipt (invoice) will be included with the order upon delivery. You can send it to your insurer to request reimbursement.

 

Product Questions

How long are products purchased online guaranteed?

The warranty period for equipment purchased online is displayed in the Purchase Conditions section, under “Guarantees”.

How often is it recommended to renew your mask and accessories?

To limit bacterial and fungal proliferation on your equipment and optimize your comfort, it is recommended to replace the mask, tubing and water reservoir every 6 to 12 months. As for the filter, it is recommended to replace it every 6 months.

 

How often is it recommended to renew your CPAP machine?

If the maintenance and accessory replacement instructions have been followed, the average lifespan of a CPAP device is 5 to 8 years. The CPAP device warranty lasts 5 years. This is why most insurance companies allow CPAP devices to be renewed after 5 years. Also be aware that device technologies and features are constantly evolving. Obtaining a CPAP device every 5 years guarantees your peace of mind and allows you to benefit from a device that is generally quieter, equipped with new features that optimize your comfort.

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

If you are experiencing problems with your device or equipment, you can chat with a respiratory therapist between 8 a.m. and 4 p.m. on weekdays or contact customer service directly by phone.

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

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

 

How do I choose the right mask?

If you begin your CPAP treatment, it is recommended to meet with a respiratory therapist in person or via teleconsultation to get advice on the mask model best suited to your needs. If you upgrade your accessories and find your current mask comfortable enough, it is generally recommended to keep the same model.

 

What is the difference between a nostril, nasal and facial mask?

  • The nasal mask is designed to be lightweight and space-saving. It has small tips that fit directly inside the nostrils. It is ideal for patients who are claustrophobic or who have a beard or mustache. On the other hand, it is not recommended for patients who require high air pressure (greater than 12 cm H20).

Recommended models in this category: Airfit P30i, Airfit P10, DreamWear nostril

  • The nasal mask is the most popular model. Its main characteristic is that it has a silicone cushion surrounding the nose. It has good stability and provides a more natural feeling, especially when the air pressure is higher.

Recommended models: Eson2, Airfit N20, DreamWear nasal

  • The facial (or naso-oral) mask is only recommended for patients who breathe through the mouth (chronic sinusitis, allergies, septum deviation, etc.). In some cases, the face mask may increase the air pressure required to treat your sleep apnea. If you are in doubt, it is generally advisable to start with a nasal or nostril mask, as the air filtration and humidity provided by the device generally makes it easier to breathe through your nose. Speak with one of our respiratory therapists, who will be able to advise you.

Recommended models: Airfit F20, Vitera (stability), DreamWear facial (minimalist design).

How do I choose the right device?

Choosing the right device depends on several factors. All models are equipped with essential features (e.g., warming humidity, expiratory pressure reduction, automated usage data upload). However, depending on your situation and your specific needs, our respiratory therapists are trained to recommend the device that suits you best.

What type of water should I use in my device?

It is recommended to use only distilled or demineralized water and replace it every day to limit the proliferation of bacteria and other microorganisms inside the tank. To find out more, we invite you to read this complete article on the subject: https://www.biron.com/fr/centre-du-savoir/vos-questions/choix-type-eau-apparatus-cpap/

How do I properly maintain my equipment?

The mask, tubing, reservoir and filter should be cleaned once a week. Consult the manufacturers' videos to find out the particularities of your device.