Frequently Asked Questions

1. I am new to this whole process. Help!
2. Who are The CPAP People?
3. Why should I choose The CPAP People?
4. Can I trust your people and your website?
5. How can I check the status of my order?
6. How can I contact you?
7. What support is provided by TheCPAPPeople.com?
8. Do I need a prescription for CPAP devices?
9. Will this CPAP mask work with my machine?
10. Is this website secure? What do you do with my information?
11. What does CPAP, APAP, and BiPAP stand for?
12. Why are your prices so much lower than my current provider?
13. Can I purchase a CPAP mask without a prescription?
14. Do you ship internationally?
15. What is the process for filing for reimbursement with my HMO/PPO?
16. Do your products carry a warranty? How long?
17. What are the basic types of CPAP masks?
18. How should I clean my CPAP mask or tubing?
19. What is the difference between compliance data and clinical data?
20. Is it ok to have a CPAP machine and CPAP mask from different manufacturers?
21. Do your products contain latex?
22. What is C-Flex, A-Flex, EPR, SensAwake and SmartFlex?
23. What is a typical replacement schedule for CPAP supplies?
24. What is the purpose of a CPAP bed pillow?
25. Can my machine operate on a battery?
26. Why is my stomach full of air after CPAP therapy?
27. How do I adjust my CPAP machine pressure?
28. My machine is out of warranty. I still need repair. What do I do?
29. Which CPAP mask does my machine use?
30. How do I report a problem with your website?
31. What is your return policy?
32. What kind of water should I use in my CPAP humidifier?
33. What is MSRP pricing?
34. Is your CPAP equipment used or new?
35. What is Obstructive Sleep Apnea (OSA)?
36. Buyer's Guide to CPAP Machines
37. Buyer's Guide to CPAP Masks
38. What are the HCPCS codes used for Insurance Reimbursement?
39. How does DeVilbiss SmartCode work?
40. What social media connections do you use?
41. Do you issue Press Releases?
42. Do you have Sizing Guides, User Manuals, and Brochures?
43. How do I know my CPAP mask size?
44. Do you provide price matching?
45. My CPAP machine records data. How can I access it?
46. Do you have a form I can fill out for my Doctor's prescription?

Answers…

1. I am new to this whole process. Help!

   At any time, you can call our office for help and support. We are happy to talk with you about CPAP therapy for as long as you like to make sure your questions are answered. You can also visit this helpful INTRODUCTION TO CPAP THERAPY page that has a series of videos to help you.

2. Who are The CPAP People?

   We are dedicated to sleep therapy, patient education, and compliance. TheCPAPPeople.com, is committed to being the trail-blazer for on-line medical supply purchasing, in particular, sleep therapy machines and supplies. We believe in affordability, availability, ease of shopping, and most importantly, building customer relationships for the long term.

3. Why should I choose The CPAP People?

   We strive to provide each of our customers and patients with the supplies and products that are needed for the effective treatment of Sleep Apnea. With a varied inventory, competitive pricing, exceptional customer service, and clinical abilities, we are at the top of our industry.
   
   Here are just some of the benefits our visitors and customers receive:
   - Free pre-sale and ongoing lifetime support
   - Free data reporting and compliance reporting
   - Free 30-day returns on popular CPAP masks
   - Clinical Support on site for Q&A
   - Free Shipping for all orders over $75
   - Lowest standard shipping rates available, just $4.95!
   - Customer Service available via Live Chat, Email, or Phone

4. Can I trust your people and your website?

   We are a leading supplier of CPAP equipment via the Internet - others claim it, we live it. We are, in fact, among the top five websites in this industry. New CPAP related resellers pop up every day, but we are here to stay and have established ourselves as a reliable source for your CPAP needs.

   We are authorized resellers for the major brands including Respironics, ResMed, Fisher & Paykel, and DeVilbiss. We are trusted by the major brands to sell medical necessity items. We offer support, advice, and clinical guidance to hundreds of CPAP patients who never purchase from our website or spend money with us in any way. Part of our mission is to promote awareness, understanding, and acceptance of CPAP.

   We have thousands of customers who can support our claims of excellence. Hundreds of product reviews on the website testify to the quality of our products and are written by real patients just like you. We currently operate the largest collection of CPAP related videos on YouTube, as well as maintain the largest collection of CPAP friends on Facebook. We are here for you, and here to stay.

   We have thousands of satisfied customers and continually receive ratings on our website and our products. You can trust us, as many others have, to be your source for CPAP supplies today and in the future.

   
   
   

5. How can I check the status of my order?

   We offer an easy to use solution for checking the status of current order or getting tracking information. Click to TRACK MY ORDER.

6. How can I contact you?

   All of our contact information is located on the CONTACT US page of the Customer Service menu. Click the link to see.

7. What support is provided by TheCPAPPeople.com?

   From your first machine to your recurring supplies, we are here to help you. Support is available via phone, email, or live chat. After purchase, we offer the same level of support. We are here to help you at any point during your therapy. Our clinical staff can assist with the more technical questions, and our product people are the best available. Check out our SUPPORT PAGE for more contact information.

8. Do I need a prescription for CPAP devices?

   All machines, humidifiers, and masks require prescription to be on file with our office. This applies to insurance based orders or retail cash and carry orders. Please read our entire PRESCRIPTION POLICY for more information. We can help you obtain your existing prescription information.

9. Will this CPAP mask work with my machine?

   All CPAP masks can be used on all CPAP, BiPAP, and APAP machines. CPAP devices use a standard 22mm connection. It doesn't matter how old your CPAP mask or CPAP machine is, it will work with the newer devices.

10. Is this website secure? What do you do with my information?

    We employ the highest security standards available in e-commerce. All transactions are encrypted via SSL. Pursuant to PCI-DSS standards, we do not keep your credit card information on file for longer than needed to complete your order. We will never share customer information with any other company, manufacturer, or persons.

11. What does CPAP, APAP, and BiPAP stand for?

    CPAP is Continuous Positive Airway Pressure. APAP is short for Auto-CPAP or and Auto-titrating CPAP. BiPAP is short for a Bi-Level CPAP. CPAP is a single fixed pressure device. APAP has the ability to adjust pressure using advanced algorithms. BiPAP has two set fixed pressures, one for inhalation and one for exhalation.

12. Why are your prices so much lower than my current provider?

    As a cash and carry retailer, we have the ability to discount our prices lower than Medicare or approved HMO pricing schedules. All of the equipment we sell on the website is completely new and direct from the major manufacturers. We never sell used equipment. Our company completes a unique niche that offers affordable products to those without insurance or those with inadequate insurance.

13. Can I purchase a CPAP mask without a prescription?

    Although you may have been to able to buy a CPAP mask without prescription, the correct policy and law is for us to obtain prescription. However, parts that are available on our website do not require prescription. Instead of replacing your entire mask, you may only wish to replace those parts that truly need it. In some cases you may be able to buy a CPAP mask completely in parts and assemble the parts at home. If you have questions about this policy, please call us, we are happy to help. For more information, read our PRESCRIPTION POLICY.

14. Do you ship internationally?

    No. Some manufacturers restrict the sale of products outside of the United States. We are not able to ship most items outside of the United States. Please read our entire SHIPPING POLICY.

15. What is the process for filing for reimbursement with my HMO/PPO?

    Please see our helpful guide for FILING FOR INSURANCE REIMBURSEMENT for this process.

16. Do your products carry a warranty? How long?

    All machines carry at least a 2-year warranty. Humidifiers, too. Recently, DeVilbiss changed its policies to include a 5-year warranty on machines and humidifiers. As your provider, we handle all warranty claims. Should you have any problems, you will only need to call us and we will do everything we can to get you working again. Please read our entire WARRANTY AND RETURNS policy.

17. What are the basic types of CPAP masks?

    Nasal CPAP Mask - A CPAP mask that covers only nose during therapy. This is the most popular option. These CPAP masks include cushions made of silicone, sometimes infused with gel or foam for stability.
    
    Pillows CPAP Mask - A CPAP mask that is pushed against the nostrils of the nose directly. These masks usually have minimal contact with the face and offer a great choice for side sleepers and those sensitive to silicone. This type of mask is also called Nasal Interface CPAP mask, or Minimal Contact CPAP mask.
    
    Full Face CPAP Mask - A CPAP mask that covers both the nose and the mouth for therapy. This is a go to mask for sleep clinics because it is easy to fit. Some people have a Full Face CPAP mask in addition to a Nasal CPAP mask for times when allergies or ailment cause blockage in the nose.
    
    Oral CPAP Mask - Designed only for Oral therapy, this a last resort mask that should not be considered for primary therapy unless discussed with a doctor. CPAP therapy is meant to be delivered through nasal passages.
    
    Hybrid CPAP Mask - Combines a Full Face CPAP Mask with the ease of the Pillows CPAP Mask.

18. How should I clean my CPAP mask or tubing?

    A generally accepted practice is one part vinegar to three parts water. This is good for CPAP mask cushions and tubing. In addition, you can also use a mild soap to clean the silicone parts of your mask. Do not use any product with grit or "scrubbing" power. Do not use harsh cleaners such as 409, Windex, etc. Some water chambers are now approved for dishwasher cleaning. This is noted on the product.
    
    No time to fuss, try the SoCLEAN MACHINE.

19. What is the difference between compliance data and clinical data?

    Compliance data records the amount time you actually use the machine. It records this in hours. For some insurance plans and Medicare, the usage hours are critical for tracking. Your compliance determines your ability to continue to use the machine. If you have paid for your machine and own it, your Doctor may want to have this data as part of his/her tracking of your progress.
    
    Clinical data records a lot more data that would be found during a sleep test. The machine will record your breathing patterns, apnea and hypopnea occurrences, the pressure required to clear blockages, and other data trends. The amount and detail of data recorded depends on the manufacturer and the model of the machine.

20. Is it ok to have a CPAP machine and CPAP mask from different manufacturers?

    All CPAP masks can be used on all CPAP, BiPAP, and APAP machines. CPAP devices use a standard 22mm connection. It doesn't matter how old your CPAP mask or CPAP machine is, it will work with the newer devices.

21. Do your products contain latex?

    No CPAP device or accessory on our website contains latex.

22. What is C-Flex, A-Flex, EPR, SensAwake and SmartFlex?

    Exhalation relief is the ability of a CPAP machine or BiPAP machine to reduce the inspiratory pressure during exhale, making it easier to breathe out against the pressure. Manufacturers have different names for exhalation relief, but they mostly work the same way. Pressure can be adjusted up to 3cm for comfort.
    
    Respironics calls their pressure relief C-Flex, A-Flex, or C-Flex+. C-Flex lowers the pressure on exhale and quickly ramps back up to the prescribed pressure. A-Flex, available on Auto CPAP machines only, lowers the pressure on exhale and gradually increases the pressure during inhale. This allows for a more fluid breath.
    
    ResMed uses EPR for pressure relief. Pressures are decreased up to 3cm during exhale and quickly increased back to prescribed pressure when inhale is detected.
    
    DeVilbiss SmartFlex is similar to Respironics C-Flex and ResMed EPR.
    
    Fisher & Paykel ICON Series machines use a technology called SensAwake. Although similar to pressure relief, this technology senses your awake status and only reduces pressure during waking times. When asleep, no pressure relief is delivered.

23. What is a typical replacement schedule for CPAP supplies?

    CPAP Mask - 1 every 90 days
    CPAP Mask Cushion - 1 every 30 days
    CPAP Nasal Pillows - 2 pairs every 30 days
    Tubing - 1 every 90 days
    Headgear - 1 every 180 days
    Non-disposable filters - 2 every 180 days
    Disposable filters - 2 every 30 days
    CPAP/APAP/BiPAP machines - Varies
    

24. What is the purpose of a CPAP bed pillow?

    Bed pillows designed for CPAP users help to relieve pressure points and mask tension. Cut-outs in the pillow allow side sleepers with CPAP masks to enjoy freedom of the mask to hang to one side without being stopped by the pillow. Some pillows are ergonomically designed for relaxation and neck pain relief.

25. Can my machine operate on a battery?

    All CPAP machines are capable of using DC power or a battery. Some machines are designed from the start to use DC or battery power and some machines require inverters to use a battery or special adapter cables. Our primary battery solution, the SUPER CPAP BATTERY PACK explains these exceptions in great detail.

26. Why is my stomach full of air after CPAP therapy?

    Swallowing air is a common ailment of CPAP users. This can be result of a pressure being too high or a poor fitting mask. It is best to talk about this problem with your Doctor first.

27. How do I adjust my CPAP machine pressure?

    CPAP pressures are prescribed by a physician. We are not allowed, by law, to explain the clinical process of setting machine pressures. We agree that if you own your machine you should be able to access to these settings, but we can not provide the information. A savvy Internet search for this clinical information may produce the results you desire. Otherwise, please speak to you Doctor about your concerns. We recommend that you always talk to your Doctor about your therapy.

28. My machine is out of warranty. I still need repair. What do I do?

    A quick call to the manufacturer can provide the information you desire. The major brands have approved service centers across the nation that can repair your older system. Here is a quick list of the major brands:
    
    Respironics - 1-800-345-6443
    ResMed - 1-800-424-0737
    DeVilbiss - 1-814-443-4881
    Fisher & Paykel - 1-800-338-1988
    

29. Which CPAP mask does my machine use?

    All CPAP masks can be used on all CPAP, BiPAP, and APAP machines. CPAP devices use a standard 22mm connection. It doesn't matter how old your CPAP mask or CPAP machine is, it will work with the newer devices.

30. How do I report a problem with your website?

    All of our contact information is located on the CONTACT US page of the Customer Service menu. Click the link to see.

31. What is your return policy?

    Please read our entire RETURN POLICY.

32. What kind of water should I use in my CPAP humidifier?

    Distilled water is recommended for daily use. In a pinch, normal tap water is fine. The reason we recommend distilled water is to keep impurities from building up in the water chamber and tubing. Calcium deposits can build quite quickly with normal tap water. People suffering from nasal allergies, asthma, or sinus infections should also use clean distilled water.

33. What is MSRP pricing?

    Some manufacturers require our website to only advertise certain prices for CPAP machines and CPAP masks. ResMed, DeVilbiss, Respironics, and Fisher & Paykel devices must display the price set by the manufacturer.
    
    In some cases, we are allowed to offer Sale Prices via email, chat, or telephone. These products are noted with instructions on how to obtain a discount code.

34. Is your CPAP equipment used or new?

    All products on our website are new and sold to you direct from the major brands.

35. What is Obstructive Sleep Apnea (OSA)?

    Click to see a COMPLETE EXPLANATION OF OSA.

36. Buyer's Guide to CPAP Machines

    Click for a complete BUYER'S GUIDE TO CPAP MACHINES.

37. Buyer's Guide to CPAP Masks

    Click for a complete BUYER'S GUIDE TO CPAP MASKS.

38. What are the HCPCS codes used for Insurance Reimbursement?

    Click for a complete list of HCPCS CODES FOR INSURANCE REIMBURSEMENT.

39. How does DeVilbiss SmartCode work?

    SmartCode is an effective and efficient way to track adherence (or compliance) data. The SmartCode feature is available in various forms on all DeVilbiss CPAP machines and is completely free of additional costs or fees.
    
    Click for a complete COMPLETE EXPLANATION OF SMARTCODE.

40. What social media connections do you use?

    We are active on the following systems: Facebook, Twitter, YouTube, Google+, and our own CPAP blog.

41. Do you issue Press Releases?

    Yes, we often submit press releases to the public to inform of new products and initiatives at our company. See the COMPLETE LIST OF PRESS RELEASES.

42. Do you have Sizing Guides, User Manuals, and Brochures?

    As available, you will find downloadable resources on each product page. These resources include user manuals, fitting guides, sizing guides, product brochures, and more. To find these resources, click on the tab labeled DETAILS AND DOWNLOADS when viewing an individual product page.

43. How do I know my CPAP mask size?

    If this is your first CPAP mask, we suggest purchasing a mask that includes multiple sizes. You can then experiment with the sizes to determine your best fit. We offer a whole category of COMBO PACKS that includes masks with multiple size cushions in the package. When replacing parts or getting a new mask in time, you will know your size for that particular mask and can buy the exact size. Also, sizing guides are available on most CPAP masks product pages, in PDF format. The sizing guides can be downloaded, printed, and used as an estimate of your size.
    
    If you already have a CPAP mask, you can normally find the size of the current mask on the bottom of the cushion. Some descriptor should be present on the cushion to notate size such as a letter or a part number.
    
    We also can try to determine your size over the phone. We will ask about your facial characteristics, your physical characteristics, and your bedtime routine and sleep habits. Some masks are better for those patients who like to read in bed while adjusting to the ramp pressure of the machine, some are better for wider noses, some are better for side sleepers or stomach sleepers.

44. Do you provide price matching?

    At this time, we do not provide this service. We attempt to be as competitive as possible within our niche of Internet retailers, but sometimes close-outs or sales from our competitors will offer better pricing. Check the final price of your products, often shipping costs on other sites will be significantly higher than our flat rate of $4.95. Remember too that you are not just buying products from us, you are buying service and support. We offer lifetime help and clinical support for all the products we sell and we are here to help you when you need us.

45. My CPAP machine records data. How can I access it?

    If you own a Respironics, ResMed, F&P, or DeVilbiss CPAP machine your machine may be recording data with each use. Data recording varies by model and make. Usually, data is recorded on an SD Memory card or similar device. Recordings are read by clinical staff and reported to your Doctor.
    
    We are happy to obtain the results and print reports based on your data card. Call us to arrange shipping of your memory card and we send the reports via email direct to you. This service is free!
    
    We do not, at this time, sell the software required to read these reports at home. The manufacturers do not allow the software to be sold retail.

46. Do you have a form I can fill out for my Doctor's prescription?

    A downloadable form is available and is also an Adobe Acrobat Fill-In Form.
    Click to download the PHYSICIAN ORDER FORM. We recommend Adobe Acrobat Reader.