We are here to help you

Why do I need to create a MyBiron account to make sleep care purchases?  

Your MyBiron account allows secure, centralized interactions with Biron, in particular for sleep care services. It contains a history of your purchases and equipment and allows you to track your orders.

The account also gives you access to promotional codes and exclusive member pricing.

New functions and other improvements will soon be available to offer you an optimized and comprehensive experience of our services

Why can’t I connect?

If you are having trouble logging in, it may be for one of the following reasons:

• This is the first time you are connecting using the new platform. Please configure your account following the procedure indicated.
• Your account is already configured and you received a confirmation email. Log in using your identifier or email address and password. 
  If an error message appears, check your information and try again. If the error message appears again, you can reset your password by clicking on “Forgot your password?” or contact our customer service at 1 833 590-2715

How can I track my order? 

To track your order, go to the “Order” menu. You will see an overview of your order. For shipment details for each item, click on “See order,” then “Track order”.

The The items in an order may be delivered on different dates. We recommend that you track the delivery of each item individually and that you check your email inbox for detailed information. You will receive an electronic message containing shipping details for each item or group of items shipped. Until all items have been delivered, the status of your order will be indicated as “Shipped”.

Lastly, once your order is marked as “Delivered”, you will receive the invoice by email.

What should I do as the renewal date for my equipment approaches?

Anticipate your needs and the obsolescence of your equipment by renewing it before the recommended date. You can renew equipment by clicking on the “Details” button, which will direct you to the product description in Biron’s Sleep Care store.

If the recommended date has passed, we suggest that you renew your equipment as soon as possible.

For any questions concerning the renewal date, please refer to your equipment manual.

 

To learn more about the MyBiron account, go to the MyBiron page in the “Support” menu.

Can I exchange a mask purchased from the online store if it doesn’t fit me? 

Exchanges are not allowed. However, the return of any product for a refund is accepted within 10 days of the billing date, provided that the product has not been used and is in its original condition and packaging (unopened).

If you choose the adjustment period option, you have a longer time period. If you purchased your mask with a machine, you can exchange your mask within 90 days of your purchase. Otherwise, you can exchange your mask within 30 days of your purchase, at a consultation. The adjustment period is available on the mask product page.

What is your return policy?

All online purchases are covered by our product return policy. Biron undertakes to refund any product which you are not satisfied with, provided that you return it to us within 10 days after receiving it. For more information, see our Product Return Policy.

How long does it take to receive a refund after equipment is returned?

The refund will be processed within 7-10 business days after your products are received at our warehouse.

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

You can chat with a respiratory therapist, Monday to Friday between 8:00 a.m. and 4:00 p.m., or call our customer service centre at 1 855 766-6345.

How long does it take for an order to be delivered?

Province	Estimated order delivery times (in business days)*
British Columbia	5 - 7 days
Alberta	5 - 7 days
Saskatchewan	5 - 7 days
Manitoba	5 - 7 days
Ontario	3 - 5 days
Quebec	3 - 5 days
New Brunswick	4 - 6 days
Prince Edward Island	5 - 6 days
Nova Scotia	5 - 7 days
Newfoundland and Labrador	5 - 9 days

 

*Please add an additional 2 days for remote areas (outside of urban centers).

Is personal and banking information protected?

Yes. We use the best encryption technologies to protect your personal information. As well, we do not keep any credit card numbers and we guarantee the security of your payment.

Do I need a medical prescription to order online?

No medical prescription is required to purchase masks or accessories.However, a prescription is needed to purchase or renew a CPAP machine.If you are already a Biron client and we have a prescription in your file, you do not need to send it to us again. However, if you have never bought anything from Biron, a prescription is required.

What payment methods are accepted for the online store?

Payment must be made using a Visa or Mastercard credit card. Payments with a PayPal or American Express card are not accepted.

Do I have to pay sales tax?

Medical products are not taxable. However, non-medical products, such as cleaning wipes, are taxable.

Do my AMI points entitle me to a discount on my purchases?

AMI points do not give you a discount in our online store. To take advantage of your discounts, please place your order by phone or in person at one of our service centers. 

Will my insurance company reimburse me for my online purchases?

Reimbursement conditions vary with insurance policies. We recommend that you look into this, in advance, with your insurance company. The purchase receipt (invoice) will be included with your order when it is delivered. You can send it to your insurance company to ask for reimbursement.

What is the warranty period for products purchased through the online store?

The warranty period for equipment purchased through the online store is provided in “Online Terms and Conditions of Sale”, under “Warranty”.

How often do you recommend that we replace masks and accessories?

To limit bacterial and fungal growth on your equipment and maximize your comfort, we recommend that you replace your mask, tubing and water tank every 6-12 months. The filter should be replaced every 6 months.

How often do you recommend that I replace my CPAP machine?

With appropriate maintenance and regular replacement of accessories, the average life span of a CPAP machine is 5-8 years. The warranty period for CPAP machines is five years, which is why most insurance companies allow CPAP machines to be replaced after that time. As well, machine technology and features are constantly evolving. Replacing a CPAP machine every five years not only guarantees you peace of mind but means that you benefit from a quieter device with new features, maximizing your comfort.

Who should I contact if there are any problems with my mask or my device?

If you have any difficulties with your device or equipment, you can chat with a respiratory therapist, Monday to Friday between 8:00 a.m. and 4:00 p.m. or contact our customer service at 1 833 590-2715.

Will my insurance company reimburse me for comfort products, such as special pillows and tube supports?

Many insurance companies do provide reimbursement for the costs of these accessories. However, we recommend that you check with your insurer before making any purchases.

What is the best way of choosing my mask?

If you are starting continuous positive airway pressure treatment, we recommend that you consult a respiratory therapist, in person or by teleconsultation, to get personalized advice on which mask model best suits your needs. If you are replacing your accessories and find your current mask comfortable, we usually recommend that you keep the same model. 

What is the difference between a nasal pillow mask, a nasal mask and a full-face mask?

• Nasal pillow mask: Light and compact, this mask has small tips which fit directly into the nostrils. It is ideal for people who are claustrophobic or have a beard/mustache. However, it is not recommended for people who require high air pressure (> 12 cm H20).
  Recommended nasal pillow mask models in this category: Airfit P30i, Airfit P10, DreamWear Nasal.
• Nasal mask: This is the most popular model and it has a silicon cushion surrounding the nose. It offers excellent stability and feels more natural, particularly when air pressure is higher.  
  Recommended nasal mask models: Eson2, Airfit N20, DreamWear Nasal
• Full-face (or oronasal) mask: This model is only recommended for patients who breathe through their mouths because of conditions like chronic sinusitis, allergies or a deviated septum. In some cases, a full-face mask may require higher air pressure to treat sleep apnea. If you have any concerns, it is usually preferable to start with a nasal pillow mask or a nasal mask, because the air filtration and humidity provided by those models usually make it easier to breathe through your nose. For personalized advice, talk to one of our respiratory therapists.
  Recommended full-face mask models: Airfit F20, Vitera (stability), DreamWear Facial (minimalist design).

What is the best way to choose my machine?

Your choice of machine depends on many factors. All models have essential features such as a heated humidifier, reduced expiratory pressure and automatic uploading of usage data. Our respiratory therapists are trained to recommend the machine that best suits you, based on your circumstances and special needs.  

What type of water should I use in my machine?

To limit growth of bacteria and other microorganisms inside the tank, we recommend that you only use distilled or demineralized water, and that you replace it every day. To learn more, see our full article on this subject: water type choice cpap device Biron's article

How should I properly maintain my equipment?

The mask, tubing, tank and filter need to be cleaned once a week. See the manufacturers’ maintenance videos to learn about the special features of your machine.

• Resmed Airsense 10 (maintenance video)
  DreamStation (maintenance video)
  Sleepstyle (maintenance video)