Virtual Sleep Care

Shipping and Delivery Policy

Clear delivery expectations for orders shipped within Canada.

Where we ship

Virtual Sleep Care ships to eligible Canadian addresses using Canada Post as our national baseline carrier. Shipping zones are configured by province and may include exceptional postal-code destinations. We do not currently offer carrier-rate expedited delivery at checkout.

Coming soon to Quebec, Yukon, the Northwest Territories and Nunavut. We can’t ship orders or provide our services there yet, so checkout won’t accept an address in those regions. Email support@virtualsleepcare.ca to hear when we launch in your area.

The order and delivery journey for CPAP products.

Shipping charges

Standard shipping is $19.95 for eligible orders below $99, calculated after coupons and eligible discounts and before tax. Eligible orders of $99 or more receive free standard shipping. Exceptional postal-code destinations, oversized items, or other exclusions may carry a separately disclosed charge before checkout is completed.

Order processing and delivery

For standard orders, allow 2–5 business days for dispatch and carrier transit. Orders are dispatched within 1 business day once payment, any required equipment selection and prescription clearance are complete. For packages with a fitting consultation, equipment is selected with your clinician before dispatch. Complete Care+: allow 2–5 business days for dispatch and carrier transit after your respiratory therapist (RT) consultation, once payment, equipment selection and prescription clearance are complete. These shipping timelines do not include diagnostic sleep testing or the appointment schedule.

You can order online 24/7. We process orders during our service hours, excluding statutory holidays: Monday 9 a.m.–7 p.m.; Tuesday 9 a.m.–5 p.m.; Wednesday 9 a.m.–7 p.m.; Thursday 9 a.m.–5 p.m.; Friday 9 a.m.–5 p.m.; Saturday 10 a.m.–2 p.m. All times are Atlantic Standard Time (AST). Sunday is closed. Delivery estimates are not guarantees and may be affected by carrier conditions, weather, address issues, remote destinations, or other circumstances outside our control.

Prescriptions for CPAP machines

We need a valid prescription before we can ship a CPAP or APAP machine. Masks and supplies don’t need one.

The prescription must be from a physician or nurse practitioner and less than one year old.
After you order, we email you a secure link to upload it. Please send it within 48 hours.
We hold your order for up to 10 business days while we wait for your prescription. If we don’t receive it by then, we cancel the order and refund you, and nothing ships.
Your machine ships within 1 business day after we receive a valid prescription.

Taxes and eligible programs

Applicable taxes are calculated according to the shipping destination. We are developing a compliant workflow for First Nations tax treatment; where a tax-relief process applies, it will be reflected in checkout or handled through the applicable support process. Eligible military and veteran customers receive a 5% discount on eligible regular-price accessories and supplies, subject to program terms and verification.

Returns

Returns are accepted within 30 days of delivery only for unopened, unused products in their original sealed packaging and require authorization. Customers pay return shipping unless the return is due to our error, carrier damage, a defect, or a misdescription. We do not charge a restocking fee. See our Returns and Refunds Policy or contact support@virtualsleepcare.ca.