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    FAQ

    Delivery and Billing

    I have questions about my order, how can I contact you?

    Contact our Customer Relationship Center at 1 855-766-6345

    What are the delivery wait times?

    Your order will be sent from our warehouse by Canada Post and you should receive it within 3 to 5 business days.

    Is my personal and banking information secure?

    Yes. We are using the best encryption technologies to protect your personal data and ensure a secure transaction. We do not store your credit card information.

    Do I need a prescription to order online?

    A prescription is required for the purchase of a device or a mask.  You do not need a new prescription for the renewal of a CPAP device, masks and accessories, provided we have a prescription for a CPAP device on file. We will contact you before shipping your order if we do not have a valid prescription in your file. If you are not a Biron customer, a prescription will be required.

    Which methods of payment do you accept?

    Payment must be made by credit card (Visa or Mastercard). We do not accept PayPal or AmericanExpress at this time.

    Is there tax on these products?

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

    Can I track my order?

    Yes. Once your order is expedited by our warehouse, you'll receive an email notification containing your Canada Post tracking number and your electronic invoice.

    Do my AMI points give me a discount on my purchases?

    AMI points currently do not qualify for discounts in our online shop. If you want to apply your AMI discount, you can do so by reaching our customer service by phone or in a Biron point of service. You don't know AMI? Watch this video.

    Can I have my online purchases reimbursed by my insurer?

    Each insurer and insurance policy is different. We recommend that you validate with your insurer. The purchase receipt (invoice) will be included with the order upon delivery; you can then use the invoice for reimbursement according to your insurance policy.

    Questions Regarding Products

    What is the warranty on products purchased online?

    Please refer to the Warranty section available on the Conditions of purchase page.

    What is the recommended frequency for renewing accessories?

    To limit bacterial and fungal proliferation on your equipment and for maximum comfort, the recommended frequency is 6 to 12 months for the mask, tubes and water chamber and 6 months or less for filters.

    Who do I contact if I have problems with my mask or device?

    If you have problems with your CPAP device or equipment, you can visit the AMI website or contact our customer service by phone.

    Are “comfort” products covered by my insurance?

    Many insurers reimburse the purchase price of these accessories. However, it is best to check with your insurance representative before making a purchase. Returns and Exchanges

    What is your return policy?

    All online purchases are subject to Biron’s return policy. Biron will reimburse you for any product that you are not completely satisfied with that has been returned to us within 10 days of being received. For more details, please see our Return and Satisfaction Policy.

    How long does it take to be reimbursed after returning equipment?

    You will be reimbursed within 3 to 5 business days after your goods have been received at our warehouse.