Prescriptions
Quality assured with our limited warranty on select products.
Quotes & Insurance
Get instant access to quotes and invoices for insurance claims.
Help Centre and FAQs
Orders & Purchases
How do I place an order?
How do I place an order?
Orders can be placed online through our website, HelloSleep.ca. Select the items you wish to purchase and add them into your shopping cart. Review your cart and continue to checkout. Enter your shipping and payment information. Review for accuracy and submit the order. You will receive your order confirmation, shipping and invoice details, and delivery confirmation through email.
Is there tax charged on my order?
Is there tax charged on my order?
There is no sales tax on medical products. Sales tax is applied to shipping fees (if applicable) and non-medical accessories only.
Do I need a prescription to order?
Do I need a prescription to order?
No prescription is required to buy CPAP masks, mask supplies, replacement parts or accessories.
A prescription is required for the purchase of a CPAP machine. You can upload your prescription with your order or send it to us via email at shop@hellosleep.ca.
Do you sell refurbished products?
Do you sell refurbished products?
No, we do not sell any used or refurbished products on HelloSleep.ca. All our products are brand new and typically come with a manufacturer's seal, although some packaging may not include one.
How do I know if my order was submitted successfully?
How do I know if my order was submitted successfully?
If you did not receive a confirmation email, the pending transaction was not complete.
Can I get an invoice for my order?
Can I get an invoice for my order?
Yes, invoices are sent to you via email once your order has been processed and is ready to ship. You can find the invoice in the shipment notification email. Please allow up to 3 business days for this email to arrive, and don’t forget to check your junk mail folder. Alternatively, log into your account using the passcode sent to your email. Once logged in, you can view and download your invoices under "Order History."
What information is on the invoice?
What information is on the invoice?
- Customer Contact, Billing, and Shipping Information
- Itemized list of purchased items
- Order Notes (if applicable)
- Shipping Fee (if applicable)
- Total Amount and Total Paid
- HelloSleep.ca letterhead and contact information (phone, email and address)
- Date-stamped with the order placement date
Can you change my name on the order invoice?
Can you change my name on the order invoice?
For accuracy and insurance purposes, please place orders using the intended customer’s name only. Avoid using names of spouses, parents, or friends for orders. If you need to cancel an order, send a request to shop@hellosleep.ca with your order number and we can assist with cancellation if the order is not yet fulfilled. You can then place a new order with the correct customer information.
What if there is a problem with my order?
What if there is a problem with my order?
If there is an issue with your order, please contact our team as soon as possible. You can reach us via email, phone, or through the contact form. Provide your order number and a brief description of the problem so we can assist you.
Where can I find a promo code?
Where can I find a promo code?
Join our newsletter! Be the first to know about special offers and get exclusive promo codes delivered straight to your inbox.
Can I use multiple promo codes at the same time?
Can I use multiple promo codes at the same time?
One discount code or promotional offer may be used at a time. Use the offer with the highest savings. If a promo code has expired, it will not be valid.
How do I apply a credit I have to my order?
How do I apply a credit I have to my order?
To use your credit on HelloSleep.ca, log into your account. Your credit balance can be found under your initials > Profile > Payment Methods. Shop as usual, and when ready, click the cart icon and select "Checkout." Ensure you're logged in to see your available credits. You have the option to apply the credits available to your order under the payment section.
What is Sign-In with Shop?
What is Sign-In with Shop?
Sign-in with Shop enables customers to sign in to their customer accounts using their Shop credentials and saved passkeys. It works alongside your existing sign-in to provide a faster, more secure, password-less option for new and existing customers. After a customer sign in with Shop, their information is pre-filled at checkout, allowing them to speed through checkout in one tap with Shop Pay.
Why does my credit card show a pending transaction even though my order was not successful?
Why does my credit card show a pending transaction even though my order was not successful?
If you made several attempts at an order and did not receive a confirmation email, the "pending transactions" were not completed and will fall off in due time. When using your credit card, a pending charge is issued regardless of if the transaction was successful. This charge goes through a process that cycles among payment networks, etc. These steps take time to process and clear, thus 'failed tries' remain pending. Once your card issuer has confirmed which transactions were approved and which were not, firm orders are posted to your account and the rest falls off. Feel free to check transactions with your bank or credit card provider.
I received an email to confirm my order and information due to risk of a fraudulent order.
I received an email to confirm my order and information due to risk of a fraudulent order.
From time to time, orders may be flagged for fraudulent activity. This may happen if you are using a VPN or other tools to create a secure network connection. We may email or call you to verify information and items ordered. We will never ask you for your password, credit card/bank PIN. Official correspondences come from shop@hellosleep.ca. If you're concerned about the validity of an email or phone call received, please Contact Us directly to verify.
Prescriptions, Quotes & Insurance
What is a CPAP prescription?
What is a CPAP prescription?
Instructions written by a medical practitioner on a medical letterhead authorizing a patient to be provided medication or treatment. A prescription includes:
- Patient details (e.g. name, medical conditions etc.)
- A medical professional (a physician) contact information and signature
- A prescription must meet legal requirements (includes the date, state of CPAP therapy, pressure setting or specific instructions pertaining to treatment)
Other documentation (sleep requisitions, sleep assessment forms, insurance pre-approvals) are not prescriptions and will not be accepted.
How do I get a prescription?
How do I get a prescription?
Consult your physician or sleep specialist and complete a Sleep Apnea diagnosis. Your doctor will prescribe treatment upon diagnosis.
Are CPAP machines and supplies covered under insurance?
Are CPAP machines and supplies covered under insurance?
Typically, yes. Most insurers require you to show a prescription for your medical condition. In addition, they want to see the purchase receipt/invoice. Check with your insurance provider on what is covered under your specific plan. Once a purchase is made, submit the appropriate documentation along with your purchase invoice to your insurer for reimbursement. Click here for more details.
Do you bill insurance companies directly?
Do you bill insurance companies directly?
We do not submit claims on our customer's behalf. You are responsible for providing and submitting the appropriate documents for your claims. Click here for more details.
Can you sign insurance forms?
Can you sign insurance forms?
Select insurers prefer customers to work with hands-on, clinical providers who offer sleep monitoring and compliance reports with you one-on-one. As an online vendor, HelloSleep.ca does not provide downloads or compliance reporting to our customers. Because of this, we are unable to sign your insurance form confirming we offer those services. Please visit a local CPAP clinic that can provide those services for you.
Can you provide a quote for my insurance?
Can you provide a quote for my insurance?
Yes - quotes are instantly generated on our website. Click here for details on how to generate a quote.
Are you part of the Ontario ADP Program?
Are you part of the Ontario ADP Program?
We are not an ADP-authorized vendor. To access ADP funding, visit a local CPAP clinic. See more on provincial funding by province here.
Are you part of the "Assignment of Benefit" Program?
Are you part of the "Assignment of Benefit" Program?
We are not. Customers must pay in full for all orders and submit their own invoices to their insurance provider.
Customer Accounts, Rewards Program & Subscriptions
How do I create/access my customer account?
How do I create/access my customer account?
If you've shopped with us before, you can log into your account using a one-time code sent to your email. No password required. Simply enter your email at login, check your inbox for the code and you're in. Once logged in, you can view your order history, access invoices, manage your subscriptions, track past purchases, save addresses, etc.
New customers can also log in using their email, but order history will only appear after a purchase has been made.
How can I get access to your Member Pricing?
How can I get access to your Member Pricing?
Simply create a free account by logging in with your email. It takes a few seconds and you'll instantly access our best prices every time you log in.
You can also sign up to receive our newsletter to get exclusive deals and promo codes.
What is Subscribe & Save?
What is Subscribe & Save?
Subscribe & Save is a super convenient and stress-free way to replenish your CPAP supplies PLUS save even more. You can select your products and the desired delivery frequency to ensure your therapy goes uninterrupted. You can modify, pause or cancel your subscription any time. No strings attached. Learn more about our Subscribe & Save program.
How do I update/cancel my Subscribe & Save order?
How do I update/cancel my Subscribe & Save order?
To cancel, pause or update a Subscribe & Save recurring order that has not been shipped, please log into your account and click "Manage My Subscriptions" where you will find options for cancelling or updating your recurring order.
How do I sign up for the Rewards Program?
How do I sign up for the Rewards Program?
Signing up is quick and easy. Simply create a free account by clicking Sign In/Register. More information can be found here.
Do you have a Referral Program?
Do you have a Referral Program?
Yes! We love it when friends help friends out. You can Refer a Friend through our Rewards Program which will offer them a discount. If they make a purchase, you'll be credited with Reward Points that can be used at HelloSleep.ca. For more details click here.
Can I request the removal of my personal data from your company?
Can I request the removal of my personal data from your company?
If you are subscribed to our marketing communications, we can unsubscribe you upon request. Requests can be made to shop@hellosleep.ca. If you have made purchases from us, a record of pertinent information related to your online purchase will remain. We do not use/sell our customer's information in any way.
Shipping & Tracking
How long before I receive my order?
How long before I receive my order?
Orders require 1 to 2 business days to process. Thereafter, Canada Post delivers within 1 to 7 business days. FedEx Ground delivers within 1 to 4 business days. Note: transit delivery times depend on the chosen method of delivery, shipping destination and local inclement weather.
Is there a tracking number for my order?
Is there a tracking number for my order?
Yes, a tracking number is emailed to you within 1 to 2 business days. Check your email (including junk folder) for shipping notifications. Tracking may take up to 24 hours to update.
You can track your order by checking the shipping confirmation email, which contains a tracking number and a link to the courier's website. Alternatively, log in to your account on our website, navigate to "My Orders," and click on the tracking link provided for your order.
How much is shipping?
How much is shipping?
Orders over $150 ship free via Canada Post. All shipping fees are calculated at checkout. For more details, see our Shipping Policy.
Is there a pickup option?
Is there a pickup option?
There is no pickup option at this time.
Do you offer expedited shipping?
Do you offer expedited shipping?
Yes, we offer expedited shipping options at checkout. Delivery times for these services are typically within 1-3 business days after processing. Additional charges may apply.
Can I change my shipping address after placing an order?
Can I change my shipping address after placing an order?
If your order hasn’t been processed yet, email us at shop@hellosleep.ca with your order number and request an address update. Once the order is shipped, we’re unable to make changes.
My package shows "delivered" but I did not receive it.
My package shows "delivered" but I did not receive it.
Below are some tips from Canada Post for parcels that show as delivered but have not yet been received.
When tracking indicates a parcel has been successfully delivered, it means the item was delivered to the address on file. Please note that some addresses do not receive door-to-door delivery. We recommend checking the following locations:
- Your community mailbox/mailroom (if applicable)
- Front desk (if applicable)
- Any safe-drop locations (if applicable)
- Around your property (if applicable)
- Check with building concierge or superintendent (if applicable)
- Check your mailbox for a key for parcel compartment (if applicable)
We also suggest checking with household members or neighbours who may have received or collected the parcel on your behalf. In some cases, a parcel may be marked as delivered prematurely and is then delivered a day or two later. Please review your tracking thoroughly for details and allow up to 24 additional hours for delivery.
If you’re still unable to locate your parcel after this time, please contact us at shop@hellosleep.ca, and we’ll initiate a delivery investigation with Canada Post.
Do you ship outside of Canada?
Do you ship outside of Canada?
We do not ship outside of Canada. Orders placed with addresses outside of Canada will be cancelled and refunded.
Returns & Exchange
Which items are Final Sale?
Which items are Final Sale?
For the health and safety of all our customers, the items on this list are final sale and cannot be returned or exchanged under any circumstances. These products are packaged without safety seals and, as such, are non-refundable and non-exchangeable. Clearance items are also final sale. No exceptions will be made.
We encourage you to review this list carefully prior to completing your purchase. Full details can be found on our Return Policy.
How do I cancel or edit an order?
How do I cancel or edit an order?
Email us at shop@hellosleep.ca with your order number and we can help if your order has not yet been fulfilled.
To cancel, pause or update a Subscribe & Save recurring order that has not been shipped, please log into your account and click "Manage My Subscriptions" where you will find options for cancelling or updating your recurring order.
Where can I find warranty details?
Where can I find warranty details?
Click here to find information about the Limited Manufacturer Warranties.
What is your return policy?
What is your return policy?
We accept refunds on most unopened and originally sealed items within 30 days of the original ship date. To keep our prices competitive, returns of unopened items are subjected to a 15% restocking fee. This fee is customary in our industry and will be deducted before a refund is processed.
For health and safety reasons, items that are opened cannot be returned. Items without safety seals are final sale. See the Final Sale List here. For more details, see our Return Policy.
How do I initiate a return?
How do I initiate a return?
To qualify for a refund, items must be unopened, undamaged, and in their original packaging. To request a refund, please email us at shop@hellosleep.ca with your order number. We will provide further instructions for returning eligible items including where to send your items.
Shipping fees for returning items are the customer's responsibility. Please allow up to 10 business days for processing after we receive your return. Refund notifications will be sent via email to the address associated with your order.
Returns that are not properly initiated or do not comply with our return policy will be rejected and returned to the customer at their expense.
Can I exchange an item instead of a refund?
Can I exchange an item instead of a refund?
To qualify for an exchange, you must initiate the request within 30 days of the original ship date. Items must be unopened, undamaged, and in their original packaging and condition. To request an exchange, please email us at shop@hellosleep.ca with your order number. We will provide further instructions for exchanging eligible items including where to ship your items.
Shipping fees for exchanging products are the customer’s responsibility. Price adjustments for items being exchanged will be handled as needed. Exchanges receive complimentary shipping if the new order totals over $150; otherwise, the customer will be responsible for the shipping costs.
How long does it take to process my return or exchange?
How long does it take to process my return or exchange?
Cancelled Orders: Please allow 3 to 7 business days for a refund transaction to appear on your credit card statement.
Returns: After we receive your returned item(s), it may take up to 10 business days to process. Once a return has been processed, please allow 3 to 7 business days for a refund transaction to appear on your credit card statement.
Exchanges: After we receive and process your returned item(s), the exchange order is typically processed and shipped out within 1 to 2 business days.
Why was my order cancelled?
Why was my order cancelled?
Orders may be cancelled at any time due to insufficient stock, inability to authorize a credit card, suspicion of fraud, failure to provide proper prescription or orders with shipping addresses outside of Canada.