Customer Help Center

<p>Our expert CPAP guides will be in contact with you via email if a problem occurs while processing your order. Below are some of the root causes for why your order hasn&apos;t shipped yet:&#xA0;</p><h2 id="prescription">Prescription</h2><p>We may be waiting on your prescription to process your order!</p><h2 id="isPasted">Backordered Item</h2><ul><li style="font-size: 16px;">Cancel the order Backordered item(s)&#xA0;</li><li style="font-size: 16px;">We will notify you via email if there is an item on your order that is out of stock.&#xA0;</li><li style="font-size: 16px;">We will ship in-stock items immediately, and backordered item(s) will ship as soon as they are available.&#xA0;</li></ul><h2 id="isPasted">The name on the prescription is different than the name on the order.&#xA0;</h2><ul><li style="font-size: 16px;">Call or email us to authorize us to change the name on the order to match that on the prescription.&#xA0;</li></ul><p><br></p><p><br></p>

Unfortunately, from time to time, a problem can occur when processing an order. However, our expert Customers Service Team Members will be in contact with you via email if a problem occurs while processing your order.

Below are some of the root causes for why your order hasn't shipped yet:

ResMed or Philips Respironics Product in International Orders

ResMed and Philips Respironics do not allow their products to be shipped outside of the United States.  In order to continue to supply their products, we must adhere to this requirement. Please choose from the following options and email or call us to confirm how you wish to proceed:
- Provide a new address within the contiguous U.S., and our team will update your order
- Exchange ResMed /Philip Respironics products for another brand. Please send us an email providing information on the changes to be made on. ( Note: you are responsible for any price increase difference. We'll refund you the difference if there is a decrease in price)
- Remove all ResMed and Philip Respironics products from your order and ship out the remainder of your order.

International Prescriptions Must be Translated to English
If the prescription is not written in English, the entire prescription must be translated into English on the original document.

Invalid Shipping Address
If you find an error in your shipping address, please contact us immediately via phone to correct your address. You may also email us to confirm your shipping address, but we cannot guarantee that your order will ship out the day the email is sent if you choose to email rather than call.

If You Selected âOtherâ for Your Shipping Method
You might need to contact us if you selected Other or an unavailable shipping method for your location.

If You Are a Durable Medical Equipment Provider or Dealer Requesting ResMed and/or Philip Respironics products
In compliance with policy as set by  ResMed and/or Philip Respironics, we may only sell CPAP equipment to customers with valid prescriptions. Due to this policy and the associated penalties for violating it, we are unable to ship ResMed and/or Philip Respironics products to any Durable Medical Equipment Provider. We deeply regret this inconvenience. We are happy to help you purchase equipment from another CPAP manufacturer.

- Remove all ResMed /Philip Respironics products from the order and ship it out to you
- Exchange ResMed /Philip Respironics products for another brand (please send us instructions on which changes should be made)
- Cancel the order

Backordered item(s)
- We will notify you via email if there is an item on your order that is out of stock.
- We will ship in-stock items immediately, and backordered item(s) will ship as soon as they are available.

The name on the prescription is different than the name on the order.
- Call or email us to authorize us to change the name on the order to match that on the prescription.

There are comments or questions on the order that need to be addressed before shipping the order out.

You have more than one active order with us.
Please reach out and confirm how you want to proceed:
- Cancel one order and send the other out.
- Send both out separately.
- Combine orders and ship them both together.

Why hasn't my order shipped? - CPAP.com

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Why hasn't my order shipped?Updated 6 days ago

Prescription

Backordered Item

The name on the prescription is different than the name on the order.