anyone from Canada ordered from cpap.com?

I just got off the phone from cpap.com ready to order a Remstar Auto, with Cflex and Humidifier to Canada. The person I spoke with said they cannot guarantee shipping or problems at the border or tracking of package if lost. Anyone had success in ordering from them?

Thanks, Lisa

I remember this was discussed before. The key was to use a FEDex account to ensure that any import duties would be taken care of. I tried searching for the thread but have not fount it yet. I'll keep looking and update later if I find it.

Here is the link to the previous thread regarding this topic. I'm sure it will help. Try PMing spiritus (Rob) if you have any questions... he is the expert in this area.

Canadian purchases from (cpap.com)

Wow, that Ontario user sure went through a lot. My sleep doc let me have the prescription. As far as Xborder shopping. Those dumb ass's at the border don't know nothing about duty on medical equipment. The fact is that CPAP is considered "durable equipment" and in BC it is not taxable and therefore, not subject to GST. But, you may have to pay for it at the border and claim the PST GST with Canada Customs for reimbursement.

Personally, my experience with CPAP.com with shipping has been very poor. I ordered a mask last year and it was sent to a FED X Shipper in Washington State. The shipping box was 45% crushed. Lucky the mask was fine. I complained to CPAP.com but there "typical" reply is that they never heard of this problem. I also have to question their honesty too. I called several times and asked them on their return or failure rate of Respironics units. They gave me the blanket answer of 1% of their total sales.

They do have a great prices, but there must be a catch.

But whose fault was the crushed box? Cpap.com or FedEx. I would say FedEx, unless the mask was not properly packaged for shipping. So to blame someone for something a second party has done is unfair. Kind of like blaming your mother for the hang nail you got 10 years later.

I've had absolutely no problems receiving anything I've ordered from cpap.com or any other online stores.

That seems like a puzzling complaint - if the mask itself arrived fine even in a crushed box....so...? And as Janelle said, the crushed box sounds more like the delivery outfit's fault, not the vendor's. I don't know this for a fact, but I'd just about bet that had the mask itself been damaged by the crushed box, cpap.com would have sent a replacement, even though the damage was most likely done accidentally in transit while in the delivery company's hands.

As for honesty in answering a question...if cpap.com had said, "we've never heard of that happening" in regard to machines sometimes being faulty (can happen with any brand) then I'd wonder. But a response of 1% of all the machines they sell - I don't see what's the problem with hearing that answer.

Hi Lisa,

If you are eligible for Ontario govt $780 funding and/or this is your 1st xPAP purchase I think you should strongly consider a local supplier for the initial purchase. This is for the service aspect - loaners for any downtime, no future shipping costs / problems or border issues. After that, I would consider any supplier for accessories, especially consider CPAP.COM strictly for the price. I had spoken with their staff prior to my initial purchase (which I made locally) and found them to be very helpful and forthcoming.

My purchase - same as what you are considering, Resp Auto/Cflex and Activa mask, was made in January. Just recently submitted my ins claim and when I get the refund I intend to price out the card reader and an alternate mask (swift/breeze). My feeling is that the local price will be way too high and I will end up ordering from CPAP.COM. DELL was able to ship my new computer/monitor with no problem a couple of years ago so I really do not think there will be a shipping issue for small items from CPAP.COM. By the way, I am really enjoying my new APAP and the Activa mask is great. Just want to have an alternate mask to clean now that I have all this new found energy!

I had made a lengthly post outlining my process under Canadian Newbie hoping to shed a little light that may help others. I hope to add to that post when I am finally settled with all equipment and assessment of my treated condition by sleep MD in April. He and the supplier don't know I changed the pressure so am expecting a little flack. Hopefully with the card reader I can deflect some of it with the info I get.

Please post your experiences on this forum. Many of us in the great white north very much appreciate the information to help us with our treatment.

All the best!

Bob F

Interesting that you want to talk about cpap.com - I think this group is sponsored by them! (the logo is the same & they sent me here). Across the border stuff can be a nightmare. I would avoid it (with other items - not cpap.com). My experience with cpap.com isn't good so far. I placed my 1st order for Adam Circuit Headgear. I recd a 3rd party COPY, not the original thing. I get a new headgear every 6 months and this was going to be less copay (out of pocket) as the headgear was about $12 less from them. My insurance company will not pay for this 3rd party item so it is ALL out of pocket! I just sent it back to them & they want to charge me 15% restocking charge & I have to eat the $7 shipping AND pay to have it shipped back. Make sure when you order that it is the real deal...or that if insurance is paying, that they don't care that it is an "aftermarket" replacement part. My first & last order with them.

Janelle wrote:But whose fault was the crushed box? Cpap.com or FedEx. I would say FedEx, unless the mask was not properly packaged for shipping. So to blame someone for something a second party has done is unfair. Kind of like blaming your mother for the hang nail you got 10 years later.

Normally, I would agree, but with CPAP.com's lack of acknowledgment there have been problems with Respironics machines is a grave concern and casts a strong doubt to their honesty and credibility. FWIW, the box WAS packagaged incorrectly after following up with FEDEX. I guess that Mexican working in shipping for minimum wage didn't do a good job, eh?

unclebob wrote:Hi Lisa,

If you are eligible for Ontario govt $780 funding and/or this is your 1st xPAP purchase I think you should strongly consider a local supplier for the initial purchase. This is for the service aspect - loaners for any downtime, no future shipping costs / problems or border issues. After that, I would consider any supplier for accessories, especially consider CPAP.COM strictly for the price. I had spoken with their staff prior to my initial purchase (which I made locally) and found them to be very helpful and forthcoming.

CPAP.com's prices is excellent, far lower than anyone's else's. As the saying goes, you get what you pay for. I have order many things from the USA in the past and some even directly through Canada with a broker. I haven't any problems.

My "feeling" is that there ares ome issues with CPAP.com's product delivery, perhaps more so to clients in far away states and provinces. With CPAP.com's price's they MUST make some concessions somewhere.

In Canada, we do have some other mail order companies that do sell CPAP machine and I do know one that actually offers extended warranty for Respironics machines. I believe the Respironics Auto with CFLEX is selling for around $15-1800 w/humidifier, still cheaper than the DME. Again, CPAP.com's prices sure are tempting! But one must consider product reliability and support and shipping as important variables in the buying process. It's a shame that local DME's in Canada charge almost twice as much as CPAP.com

rested gal wrote: As for honesty in answering a question...if cpap.com had said, "we've never heard of that happening" in regard to machines sometimes being faulty (can happen with any brand) then I'd wonder. But a response of 1% of all the machines they sell - I don't see what's the problem with hearing that answer.

I guess I approach high ticket items and information about them more seriously and cautiously...buyer beware.

Assuming their (CPAP.com's) information is accurate of 1%. Of that 1%, what is the percentage of Respironics machines that come back? On the same token, one of the CSR's told me a while back that they don't see many problems with Respironics machines. That's bunk, pure and simple!

One more thing, CPAP.com also goes by another name, http://www.cpap-pro.net/, which is listed as having an unsatisfactory record with the Better Business Bureau in Houston, TX.

Howdy,

Miko, we have provided you, as a member of the CPAP community, with a free source of support and information. Our sister website, cpap.com provides patients with an array of treatment tools and information available no where else in the world.

You have repaid our efforts by posting half truths and baseless claims as to the character and operating practices of our company.

You have never visited our facilities and you are not familiar with how we run our business and yet you claim:

that Mexican working in shipping for minimum wage didn't do a good job

Another word for "minimum wage Mexican" is Person.

When hiring we focus on ability and not on race, gender or creed.

There's a shipping department full of fine employees that awaits your apology. They happen to be quite a diverse group of people. We post pictures of our employees on our website, you may view our about us section here:

https://www.cpap.com/aboutUs.php

In May 2002 we were contacted by the BBB and asked to reply to a complaint. We were told to be able to reply we had to sign up. Signing up and gaining the right to reply to the accusation could be had for a small "donation". Me and mine call that extortion, not better business. We've built an organization that delivers high customer support and a wide choice of high end CPAP equipment. That's better business.

Our pricing model is simple. We are a cash only business, which means we avoid the expenses other businesses incur dealing with insurance companies. We also deal in high volume. We often joke with customers and say "if you would like to pay more for this equipment, you are welcome to!". We haven't had any takers yet.

Shipping across national borders in a post 9/11 world is a challenge for us, our competitors and for all international businesses. We have been working with a UPS International Representative to attempt to find a better solution for Canadian shipments. UPS is a large company and Canada is a nation, so progress is made slowly. However, we are working on a method of delivery that will further benefit our customers.

cpaptalk is a cpap support forum and cpap.com is a cpap sales company. Posts that unfairly slander the character of either organization or impair either companies efforts to assist those in need of cpap treatment support are counter productive at best and are unacceptable. We will no longer allow cpaptalk to be used in ways that distract from its focus.

We look forward to resolving any issues you have with cpap.com directly via toll free phone or email.

Hello Johnny,

I for one love this forum. Where else can I chat with folks from all over the world that I have something in common with. Littlebaddow in Essex , Wader in Wisconsin, Rested Gal in Fl, Surly Abond in India, The technical guru SWS. No place.! We need this forum to spread the word. To help others and ourselves .

Our governments might do some stupid things at times ( more often then not itseems) but we have risen above the politics (I hope) to lend a helping hand when needed.

WE need cpap.com . No one else is listening. With their open ears and clout with the sleep industry we have the opportunity to affect our treatment through information and technology. If only other business were so customer oriented. Its a true WIN -WIN relationship.

SO lets not let a few bumbling delivery me and pencil necked government types at the border wreck a good deal. Even they can have a bad day.

Keep up the great work Johnny and crew.

Johnny , You don't need defending but I couldn't help myself.

Cheers ,

Chris

Hi johnnygoodman and forum participants,

I am quite upset that I was quoted in this thread with the apparent intention to twist my meaning to reflect a most negative conclusion.

This forum has provided me with invaluable information for which I am truly in debt and thankful for my improving health and well being. Free speech, is a right that must be honoured but must also be earned. Accusations without stated facts and especially generic attacks have no room and are not welcome here.

Please help me, yourself and all those seeking help by making all responses informative, truthful and respectful of others.

Thanks

Bob F