Frequently Asked Questions
- How can I place an order with CPAPflow?
- How could I change or cancel an order before shipping?
- How can I contact CPAPflow?
- What forms of payment do you accept?
- Will my credit card and address information be secure?
- What are your shipping policies and methods?
- Can I place an order to be shipped outside of the United States?
- How do I return or exchange an item?
- Why do you charge sales tax on internet purchases from some states, but not all?
- What are cookies and why do we use them?
Answers…
How can I place an order with CPAPflow?
Online Store: Our online store is open 24/7. Just navigate through our site to select products and add them to your shopping cart using the “Add to Cart” button. When you are ready to check out, click on the Shopping Cart symbol in the upper-right corner of your screen. You may then review the items in your shopping cart, remove or add more items, and then go through our secure checkout process to purchase the items in your cart.
Telephone Orders: If its more convenient for you to place an order over the phone, please contact us toll-free at 1 (305) 238 9464 from Monday – Friday from 9:00 AM – 4:30 PM (EST).
Mail or Fax Orders: If you have filled out an order in our online store, you can print it out and send it to us. Please be sure to include your name, a daytime phone number and/or e-mail.
Alternatively, you can provide us with the sku#, product name, and additional detalis of the products you would like to order and the following information: 1. Full Name 2. Billing Address 3. Shipping Address 4. Daytime Phone Number 5. E-Mail Address 6. Payment Information (Credit Card # with Expiration Date and 3 or 4 digit security code) Fax: (305) 238 9698 Address: CPAPflow Customer Service Dept., 14086 S.W. 139 Ct. Miami, FL 33186
How could I change or cancel an order before shipping?
After you have completed the checkout process and clicked “Place Order”, your order begins to process and you cannot make any online changes to your order. To change or cancel your order prior to shipment, you must call CPAPflow Customer Service Dept. toll-free at 1 (305) 238 9464. Please note that most orders process quickly and can enter the shipping process within minutes. If your order has already entered the shipping process, it cannot be changed or canceled.
How can I contact CPAPflow?
Email support@new.cpapflow.com or Phone 1 (305) 238 9464. CPAPflow Customer Service Reps are available for inquiries Monday – Friday from 9:00 AM to 4:30 PM (EST). Fax (305) 238 9698 Please fax your orders or questions. We read the faxes during the work week. Please give us a day or two to get to yours. Address You can also mail your orders and questions to us. Mail CPAPflow Customer Service Dept. 14086 S.W. 139 Ct. Miami, FL 33186
What forms of payment do you accept?
We accept all major credit cards (Visa, MasterCard, Discover and American Express). All prices are in U.S. dollars.
Will my credit card and address information be secure?
You can shop at CPAPflow, online with confidence. We have partnered with Authorize.Net, a leading payment gateway since 1996, to offer safe and secure credit card and electronic check transactions for our customers. The Authorize.Net Payment Gateway manages the complex routing of sensitive customer information through the credit card and electronic check processing networks (see an online payments diagram). The company adheres to strict industry standards for payment processing, including: 128-bit Secure Sockets Layer (SSL) technology for secure Internet Protocol (IP) transactions. Industry leading encryption hardware and software methods and security protocols to protect customer information. Compliance with the Payment Card Industry (PCI) Data Security Standard. For additional information regarding the privacy of your sensitive cardholder data, please read the Authorize.Net Privacy Policy. If you prefer, we can process your transaction by phone, fax or mail. CPAPflow, is registered with the Authorize.Net Verified Merchant Seal program.
If you prefer, we can process your transaction by phone, fax or mail.
CPAPflow, is registered with the Authorize.Net Verified Merchant Seal program.
What are your shipping policies and methods?
We ship orders Monday – Friday between 9:00 AM – 4:00 PM (EST). All orders will be shipped within 3 business days, unless otherwise noted. If you order an item that is on back-order, we will ship it to you as soon as it becomes available. You will not be charged for the order until it ships out. If you order multiple items, we will ship the in-stock items immediately and send the back-ordered item(s) at a later date. You will not be charged shipping for the back-ordered item(s). Standard Delivery: We use UPS-Ground. Allow a total of 4-7 business days for delivery of in-stock items. This delivery method ships to all U.S. addresses, except PO boxes and APO/FPO addresses. We typically use USPS for PO boxes and APO/FPO addresses only. Allow a total of 4-10 business days for delivery of in-stock items. 2-Day Delivery: We use UPS-2nd Day Air. Delivery in 2 business days provided that order is received online prior to 12:00 PM EST. A physical address is required and this delivery method is not available for PO boxes and APO/FPO addresses. Next-Day Delivery: We use UPS-Next Day Air or USPS. Delivery is next business day provided that order is received online prior to 12:00 PM EST. A physical address is required and this delivery method is not available for PO boxes and APO/FPO addresses. Saturday Delivery: We use UPS. Delivery on or before Saturday provided that order is received online prior to 12:00 PM EST. A physical address is required and this delivery method is not available for PO boxes and APO/FPO addresses. PO, APO or FPO Box: When shipping to a PO, APO or FPO Box you must select the “USPS Priority Mail” shipping option during check out. PO, APO and FPO Box customers must provide a physical mailing address for Next-Day Delivery. Alaska, Hawaii, USVI, Puerto Rico: Regular delivery is via USPS. International Shipments: For orders to locations outside the U.S., delivery time is up to 4 weeks for standard airmail delivery and up to 5 business days for UPS-Worldwide Expedited. Any import duties and taxes are the responsibility of the purchaser and will be collected at time of delivery. You are considered the importer of record and must comply with all applicable laws and regulations. In some regions you should allow additional delivery time due to customs delays.
Can I place an order to be shipped outside of the United States?
Yes, our site is set up to accept orders with international addresses. The shipping cost varies with the destination, weight of the package and shipping method: UPS-Worldwide Expedited (one week, expensive) or U.S. Postal Service (one month, less expensive). The customer will be responsible for all duties and customs charges. We accept Visa, MasterCard, Discover and AMEX for payment of phone and fax orders. If you are going to order by fax, just select your items online, print out the “Shopping Cart” page and be sure to include your shipping address, billing address, credit card number and expiration date, daytime phone number, method of shipping and any second choices. Prices for products shipped internationally may be different from those shown on our Web site. Please contact us by phone or fax for pricing information before placing your order. You are considered the importer of record and must comply with all applicable laws and regulations. In some regions you should allow additional delivery time due to customs delays.
How do I return or exchange an item?
GUARANTEE: Our guarantee lets you buy with no worries. We will exchange or refund your items purchased if the product fails to meet your expectation within 45 days of receipt. Please note that our guarantee does not cover normal wear and tear. To process a return or exchange: Please Sign In to your account,
Click My Account,
Under Order History, find the order and click on Return Order,
Select the product you wish to return,
Click on Return Order for the appropriate product,
Select the quantity, reason for the return and write additional comments,
Press SUBMIT.
A Return Merchandise Authorization (RMA) number will be displayed. You must clearly display this number on the outside of the package you are returning.
An RMA number will be assigned to each line item of your order. If you have 2 or more RMA numbers from the same order that you would like to return, you can return them all in one box but please write the RMA numbers on the outside of the box. You must return your existing item(s) for a credit. Customers must pay return shipping charges for non-defective merchandise. If you return defective merchandise within the 45 day return period, we will issue you a store credit for the cost of your return freight. If you request an exchange, we will place a new order for the item and waive the shipping charges on the replacement merchandise. International customers are responsible for all shipping and duty charges, including returns and exchanges. Please enclose the Packing List form with your return package. If you do not have a Packing List, please send your return along with your full name, billing address, physical return address, telephone number and brief explanation of your return. Send returns to: CPAPflow Online Returns Department, 14086 S.W. 139 Ct. Miami, FL 33186 USA Please provide a copy of your receipt for a full refund; without a receipt we will issue a Gift Card for the lowest known retail value of the returned item. If the original purchase was made with a credit card, we will credit the credit card for the returned item(s) upon receipt. The credit card will be charged for the replacement item(s) when shipped. NOTE: Please allow up to 15 business days for a return or exchange to be processed, but may be longer during periods of high volume. For your protection, please be sure to ship the package with a carrier that can provide tracking and insure the package for its full value. CPAPflow cannot replace packages lost during return shipment if proof of tracking is unavailable.
Why do you charge sales tax on internet purchases from some states, but not all?
Due to the everchanging nature of state tax laws, your order may be subject to tax. Currently, we are obligated to collect sales tax on orders shipped to Florida. However, other states may begin to impose a sales tax in the near future. We will monitor these developments and will collect any sales taxes under which we are obligated to do so. We do not charge sales tax on the purchase of Gift Certificates; however, items paid for with Gift Certificates will be taxed if shipped to Florida. If you are sending an order in by mail, please add the applicable sales tax to your subtotal (including sales tax on Shipping & Handling) if you are shipping to Florida. CPAPflow has always complied with sales tax laws based upon the issue of “nexus” from the court case Quill v. North Dakota, 504 U.S. 298 (1992). This ruling states that if a company has substantial nexus, a physical presence, within a state, it must collect and remit sales tax to that state on all taxable sales and consumption transactions. Regardless of how our company receives an order, either by mail, telephone, fax, or via the internet, CPAPflow is charged with the responsibility of collecting and remitting sales tax to those states in which nexus exist. The federal moratorium established by the “The Internet Tax Freedom Act” (P.L.105-277) does not relieve our company of this responsibility. If you still have any unresolved issues, please feel free to contact our Customer Service department, and we will provide you with any additional information that might help to resolve this matter to your satisfaction.
What are cookies and why do we use them?
Cookies provide capabilities that make the Web much easier to navigate. The designers of almost every major site use them because they provide a better user experience and make it much easier to gather non-personally identifiable information about the site’s visitors. A cookie is an alphanumeric file that a Web site puts on your hard drive so that it can remember something about you while you are using the Site or when you return to the Site. Cookies make it easier for you to use our Site. We use a cookie in order to retain the contents in your shopping cart while you are checking out other areas on our Site. When you are done, the products in your cart are still there for you to buy. We also use cookies to gather certain aggregate usage information about the numbers and frequency of visitors to our Site and individual pages of our Site. This data helps us improve the appearance and usability of the Site. These cookies do not collect personally identifiable information nor do we combine information collected through these cookies with other personally identifiable information about you. CPAPflow, its advertisers and ad servers may also use cookies, as well as files called Web beacons or clear gifs to determine on an anonymous basis which advertisements and promotions our Site users have seen and how users responded to them. However, we do not use these technologies to collect personally identifiable information
