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    FAQ

    Delivery and Invoicing

    I have a question regarding my order or the website. How can I contact you?

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

    How long does it take to receive my order?

    Your order will be shipped by Canada Post and should arrive within three to five business days.

    Is my personal and banking information protected?

    Yes. We use the best encryption technologies to keep your personal data confidential. Rest assured that we do not store any credit card numbers and your payment is secure.

     

    Do I need a prescription to order online?

    You do not need a new prescription for masks and accessories. However, a prescription is required to purchase or renew a CPAP machine. If you are a Biron client and we have a prescription on file, you do not need to send it to us again. If you are not yet a Biron client, a prescription is required.

    What methods of payment do you accept?

    Payment must be made by credit card (Visa or Mastercard). We do not accept payment by PayPal or American Express.

    Do I have to pay the taxes?

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

    Can I track my order?

    Yes. Once your order has shipped from our warehouse, you will receive an email containing your Canada Post tracking number and your receipt.

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

    AMI points are not currently eligible for any discounts in our online store. To take advantage of your discount, you must place your order by phone or in person at a service centre. 

    Does my insurance company reimburse me for online purchases?

    Each insurance policy has its particularities. We recommend that you check with your insurance company. The receipt (invoice) is included with the order when it is delivered. You can send this document to your insurance company to request reimbursement.

     

    Question about our products

    How long is the warranty on products purchased online?

    The warranty period for equipment purchased online is found in the Terms and Conditions section of our website, under “Warranty.”

    How often is it recommended that I renew my mask and accessories?

    To minimize bacterial and fungal growth on your equipment and optimize your comfort, the recommended time to renew is six to 12 months for the mask, tubing and humidity chamber. As for the filter, it is advisable to replace it every six months.

     

    How often is it recommended that I renew my CPAP machine?

    If you follow the instructions for maintaining and replacing accessories, the average lifespan of a CPAP machine is five to eight years. The warranty on CPAP machines is five years. For these reasons, most insurance companies let you renew your CPAP machine after five years. Also keep in mind that the technology and features of the machines are constantly evolving. Getting a new CPAP machine every five years guarantees your peace of mind and allows you to enjoy a product that is usually quieter and has new features to optimize your comfort.

    Who should I contact if I have a problem with my mask or machine?

    If you experience any problem with your machine or equipment, you can chat with a respiratory therapist between 8:00 a.m. and 4:00 p.m. on weekdays or contact our customer service directly by phone.

    Are comfort-related products (e.g. specialized pillow, tubing support, etc.) covered by my insurance?

    Many insurers reimburse the purchase price of these accessories. However, it is best to check with your insurance company before making the purchase.

    How do I choose the right mask?

    If you are new to CPAP treatment, it is advisable to meet with a respiratory therapist, in person or via teleconsultation, to get advice on the model of mask best suited to your needs. If you are renewing your accessories and are comfortable with your current mask, we generally recommend keeping the same model. 

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

    The nasal pillow mask is designed to be lightweight and compact. It features small tips that fit directly inside your nostrils and is ideal for patients who are claustrophobic or have a beard or moustache. However, it is not recommended for patients who need high air pressure (over 12 cmH20).

    Recommended models in this category: Airfit P30i, Airfit P10, DreamWear Nasal.

    The nasal pillow mask is the most popular model. Its main feature is a silicone cushion surrounding the nose. It offers good stability and a more natural feeling of breathing, especially when the air pressure is higher. 

    Recommended models: Eson2, Airfit N20, DreamWear Nasal

     

    The face mask (or nasal-oral mask) is recommended only for patients who breathe through the mouth (due to chronic sinusitis, allergies, deviated septum, etc.). In some cases, a face mask may increase the air pressure needed to treat your sleep apnea. If you are unsure, it is generally advisable to start with a nasal pillow mask or a nasal mask, as the air filtration and moisture provided by the machine usually make it easier to breathe through the nose. Please speak with one of our respiratory therapists, who can advise you on the best choice.

    Recommended models: Airfit F20, Vitera (stability), DreamWear Facial (minimalist design).

    How do I choose my CPAP machine?

    Choosing the right machine depends on several factors. The most important features are available on all models (e.g. heated humidity, reduced expiratory pressure, automatic uploading of usage data). However, depending on your specific situation and needs, our respiratory therapists are trained to recommend the machine that suits you best. 

     

    What kind of water should I use in my CPAP machine?

    We advise using only distilled or demineralized water, and changing it every day in order to minimize the growth of bacteria and other microorganisms in the humidity chamber. To learn more, please see this complete article on the topic: https://www.biron.com/en/education-center/your-questions/water-type-choice-cpap-device/

    How do I properly maintain my equipment?

    The mask, tubing, humidity chamber and filter should be cleaned once a week. Please refer to the manufacturer’s videos to learn the specifics of your machine.

    Returns and exchanges

    What is your policy on returns?

    All online purchases are subject to our return policy. Biron promises to refund you for any product with which you are not completely satisfied and you return to us within 10 days after receiving it. To learn more, please see our Product Return Policy.

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

    The refund is processed within three to five business days after we receive the merchandise at our warehouse.