Quick answer
Virtual Sleep Care stands behind every order. You can return unopened products within 30 days, exchange a CPAP mask that doesn’t fit within 30 days, and we cover the cost of fixing any problem we cause, such as a damaged, defective, wrong or incomplete delivery. Machines come with the manufacturer’s warranty, and every price is shown in Canadian dollars before you pay. We can’t guarantee health results, because they depend on your diagnosis, prescription and how you use your therapy.
What we guarantee
| Commitment | What it means | Details |
|---|---|---|
| 30-day returns | Return unopened, unused products in their original sealed packaging within 30 days of delivery. Returns need our authorization first, refunds go back to your original payment method, and there is no restocking fee. | Returns and Refunds Policy |
| 30-day mask exchange | If a CPAP mask you bought from us doesn’t fit or isn’t comfortable, exchange it once for a different size or style within 30 days of delivery. You pay the exchange shipping and any price difference. | Mask exchange conditions |
| We fix our mistakes | If an order arrives damaged, defective, incorrect, incomplete or not as described, we pay the return shipping and arrange a replacement, exchange or refund. | Damaged or incorrect deliveries |
| Manufacturer warranties | Every machine and mask carries its manufacturer’s warranty. For example, the Yuwell BreathCare III has 3 years on the machine, 1 year on the power supply and 90 days on the water chamber and tubing. | Warranty details are on each product page, or ask us |
| Clear prices | Prices are in Canadian dollars. Shipping is shown before you pay: $19.95 on orders under $99 and free on orders of $99 or more. You can download an itemized price estimate from your cart. | Shipping and Delivery Policy |
| Prescription check | We confirm a prescription is on file before a CPAP machine ships, so you start therapy on the settings your clinician chose. Masks and supplies do not need one. | How to buy CPAP in Canada |
| Reviewed health information | Our health content is written and reviewed by registered respiratory therapists, sourced and dated. | Editorial Policy |
What this guarantee does not cover
- Health outcomes. We do not promise a cure, a diagnosis, a symptom change or a particular CPAP result. Treatment decisions stay with your clinician.
- Opened products, other than mask exchanges and defects. Items that touch your face, airway or therapy water can’t be resold once opened, for hygiene reasons.
- Separately bought cushions, pillows, headgear and frames once opened, and products that are damaged by misuse or altered.
- Insurance decisions. We provide itemized receipts and price estimates, but your insurer decides what it reimburses.
- Orders outside our service area. We don’t yet ship to or serve Quebec, Yukon, the Northwest Territories or Nunavut; it’s coming soon.
This guarantee is in addition to your rights under provincial consumer protection law and the manufacturer’s warranty; it does not replace them.
How to use the guarantee
- Email support@virtualsleepcare.ca with your order number and what went wrong. For damaged deliveries, include photos.
- Wait for our authorization and instructions before sending anything back.
- Pack the item securely and ship it as instructed. Keep the original packaging where you can.
- We inspect the return and let you know the outcome. Approved refunds go to your original payment method.
Please don’t include sensitive health information in ordinary email.