Frequently Asked Questions
Return / Refund Policy
Arrow Respiratory Care sells new and previously owned medical equipment. All equipment becomes the property of the patient/customer, when the items are opened by the customer and/or used. We do not offer refunds on any open masks. Defective masks may have a manufacturer refund, where we would have to send that mask back to the manufacturer within a required time period to see if it meets the qualifications for an exchange. This decision is up to the manufacturer. We do not offer refunds on any open electrical devices. This includes CPAP machines, Auto-CPAP machines, and Bi-level CPAP machines. Our Previously Owned (Used) equipment usually has a short “no questions asked” warranty, where we would refund the total minus our shipping expenses. All defective machines need to be returned to our store and we will ship the machine back to the manufacturer for repair. If the unit is under warranty, the repair should not cost the patient/customer any money. If the machine is out of warranty, the decision to complete the repair will be the sole responsibility of the patient/customer. The customer may be responsible for some of the shipping charges of getting the machine to the manufacturer, or getting the machine shipped back to the patient/customer. Any Non-Warranty returns MUST be un-opened, and in the original factory packaging and conditioning. We will charge our “Actual” cost of our original shipment to you. We offer free shipping, however that is for a completed sale that has not been returned. Returns are subject to a 15-20% restocking fee. We do not accept returns on opened equipment, CPAP machines, masks etc. We can not, and will not offer any refund on open items, as per health regulations. The use and sale of medical products requires being licensed by the state, and follow strict guidelines.
We process over 80% of our orders within 48 hours. Our standard CPAP machine order will ship out via UPS Ground, Signature Required. Small orders usually ship via USPS 1st class or Priority Mail.Failure to sign for a delivery will result in the carrier returning the package to us, at which time the buyer would be responsible for paying for re-shipment. A signed delivery note is usually acceptable by the carrier if he/she feels like the delivery location is safe enough to leave the package. Delays in shipping usually result in needed information, like prescriptions, sizes, pressure settings, etc. Most CPAP machines and CPAP masks are in stock. Unique orders like mask parts will be delayed by 2-3 days on average. We work hard to get items shipped the day we receive the order.
Condition – See the product details section of each item for full details.
New A brand-new, unused, unopened (except for shipment set-up or package consolidation prior to shipping), undamaged item in its original packaging (where packaging is applicable). Packaging should be the same as what is found in a retail store, unless the item was packaged by the manufacturer in non-retail packaging, such as an unprinted box or plastic bag. New other (see details) A new, unused item with absolutely no signs of wear. The item may be missing the original packaging, or in the original packaging but not sealed. The item may be a discontinued item, or a model that has been replaced by a newer model or the same model with different features, In most cases, the factory warranty may be expired. Certain plastic components may have discolored due to age, but are fully usable. Manufacturer refurbished An item that has been professionally restored to working order. This means the product has been inspected, cleaned, and is in good working condition. This item may or may not be in the original packaging. Used An item that has been used previously. The item may have some signs of cosmetic wear, but is fully operational and functions as intended. This item may be a floor model or store return that has been used. The item detail section will list any imperfections.
For parts or not working
An item that does not function as intended and is not fully operational. This includes items that are defective in ways that render them difficult to use, items that require service or repair, or items missing essential components.
95% of our products are Tax Exempt. Only items such as cleaning supplies, batteries, cords, and accessories that don’t normally come with a new CPAP system will be taxed for California buyers at the current rate for San Bernardino County. (7.75% – 8.75%)
If your order includes CPAP masks, machines or heated humidifiers, we must have your prescription on file before we can ship your order. Please note that CPAP supplies and parts such as filters, tubing, water chambers, mask parts, cushions and pillows do not require a prescription. There are three easy ways to give us your CPAP prescription: Fax your prescription to our fax number: 1 909 363-7333. Email your prescription to arrow email@example.com We can request your prescription for you! Contact customer service at 1 909 987-1661. NOTE: If you fax or email a prescription, please write your order number on your prescription. Did you know that you can often get a CPAP prescription from your primary care physician? If your doctor has a record of your sleep study or knows that you use CPAP, he or she will most likely be happy to write a prescription for your supplies. This method can also generally be completed faster than going through a specialist. We have a prescription form your doctor can use. Your prescription can be handwritten on a standard prescription pad. It must include the physician’s name, contact information and signature of the care provider; your name; and a statement about the equipment needed, for example “CPAP”, “BiPAP”, “CPAP Mask”, “CPAP Humidifier” or “CPAP Supplies”. Ideally, the prescription for a CPAP machine will also include a pressure setting. If this information is not included on the prescription, it may be provided by the patient. NOTE: Under HIPPA regulations, you have a right to request a prescription from your physician. If you have difficulty accessing your prescription, please contact our Customer Service team for assistance.
Can you help me with my CPAP prescription? Of course! Contact our friendly CPAP experts. They’ll be happy to answer your CPAP prescription questions. Email Us: firstname.lastname@example.org By Phone: 1 909 987-1661 (9AM–5PM PST Monday–Friday) By Fax: 1 909 363-7333
Do you have a CPAP prescription form?
Yes! Arrow Respiratory Care’s Prescription Form may be completed and signed by your physician. You or your physician may send us your completed prescription form.
Fax your prescription to our Toll Free fax number 1 909 363-7333
Email your prescription to email@example.com
I have an old prescription. May I still use it?
Prescriptions may be written for “Lifetime Need” or “99 Months”. Such a prescription may be used for the prescribed equipment as often as needed to continue therapy. If a prescription notes a number of refills, it will be valid to dispense the listed equipment the number of times shown on the prescription. If a prescription bears an expiration date, the prescription is good through the date shown. If you are not sure about the validity of a prescription, send it to us and we will determine its condition.
Who can write a CPAP prescription?
The prescription can be written by any of the following care providers:
- Medical Doctor
- Doctor of Osteopathy
- Physicians Assistant
- Nurse Practitioners
- Naturopathic Physician
We cannot accept a prescription written by any of the following practitioners unless the practitioner is also an MD or DO:
Can my prescription be written in a language other than English?
Yes. We can accept prescriptions written in any language from a U.S. Physician.
Will you accept a CPAP prescription from a doctor outside the US?
No. If you have an international prescription written by a US physician, we will ship your order to any US state or to your country of residence on receipt of a valid prescription. Unfortunately, this policy does not include ResMed, Respironics Fisher and Paykel or DeVilbiss brand products. We are not able to ship any of the aforementioned manufacturer’s brands with an international prescription.
What does a CPAP prescription need to say?
Below we’ve outlined the various required elements of prescriptions for various types of CPAP equipment. All medical prescriptions must include the patient’s name, the prescribing physician’s full name, the physician’s contact information and the physician’s signature.
CPAP Machine Prescription
One of the following phrases: “CPAP” or “Continuous Positive Airway Pressure”. Specific pressure, for example, “9 CM/H2O”, or simply “9”. APAP Machine Prescription One of the following phrases “APAP”, “AutoPAP”, “AutoSet”, “Auto CPAP”, “Auto Adjusting CPAP”, “Self Adjusting CPAP”, “CPAP” or “Continuous Positive Airway Pressure” or similar term. Optional show your pressure range. Example: “5-20 CM/H20”, or simply “5-20”. BiPAP Machine Prescription One of the following phrases “BiPAP”, “BiLevel”, “VPAP”. Your inspiration pressure (Also called IPAP Pressure or Breathing In pressure), for example, “IPAP 11 CM/H20”, or just “IPAP 11”. Your expiration pressure (Also called EPAP Pressure or Breathing Out pressure), for example, “EPAP 13 CM/H20”, or simply “EPAP 13”. BiPAP Auto Machine Prescription One of the following phrases “BiPAP”, “BiLevel”, “VPAP”, “BiPAP Auto” . Inspiration pressure (IPAP) and expiration pressure (EPAP) are NOT required for the BiPAP Auto. BiPAP ST Machine Prescription Contains one of the following words or phrases “BiPAP ST”, “Synchrony ST”, “VPAP ST” . Contains a backup rate or BPM setting. Contains your inspiration pressure (Also called IPAP Pressure or Breathing In pressure), for example, “IPAP 12 CM/H20”, or simply “IPAP 12”. Contains your expiration pressure (Also called EPAP Pressure or Breathing Out pressure), for example, “EPAP 18 CM/H2O”, or just “EPAP 18”. BiPAP Auto SV Machine Prescription Contains one of the following words or phrases “BiPAP SV” or “BiPAP Servo Ventilation”. May or may not contain a backup rate or Breath Per Minute (BPM) setting . Contains your IPAP Min and Max or Minimum and Maximum Inspiration Pressure (breathing in pressure) or the settings can be provided to us. Examples: “IPAP Min 6 cm/H20 – IPAP Max 15 cm/H20”, “IPAP Min 6 cmwp – Max 15 cmwp”, “IPAP Min 6 – IPAP Max 15”. Contains your EPAP or Expiration (breathing out Pressure) or the setting can be provided to us. This may be called the EEP (End Expiratory Pressure). Examples: “EPAP 5 cm/H2O”, “EPAP 5 cmwp”, “EPAP 5”. Sample of wording for a complete prescription for a BiPAP Auto SV to include Back Up Rate: “BiPAP SV”, “IPAP Min 6 cmH2O”, “IPAP Max 15 cm H2O”, “EPAP 6 cmH2O”, “13 BMP”. BiPAP AVAP Machine Prescription Contains one of the following words or phrases “BiPAP ST”, “AVAP”, “BiPAP AVAP”, “BiLevel AVAP”, or “Average Volume Assured Pressure Support”. Contains the Tidal Volume Estimated. CPAP Mask Prescription Contains one of the following words or phrases: “CPAP Mask”, “CPAP Supplies”, “CPAP Humidifier”, “CPAP”, “Continuous Positive Airway Pressure”, “APAP”, “AutoPAP”, “AutoSet”, “Auto CPAP”, “Auto Adjusting CPAP”, “Self Adjusting CPAP”, “BiPAP”, “BiLevel”, “VPAP”, “BiPAP Auto”, “BiPAP ST”, “Synchrony ST”, “VPAP ST”. CPAP Humidifier Prescription Contains one of the following words or phrases “CPAP Humidifier”, “Humidifier”, “HH”, “CPAP Supplies”, “CPAP Mask”, “CPAP”, “Continuous Positive Airway Pressure”, “APAP”, “AutoPAP”, “AutoSet”, “Auto CPAP”, “Auto Adjusting CPAP”, “Self Adjusting CPAP”, “BiPAP”, “BiLevel”, “VPAP”, “BiPAP Auto”, “BiPAP ST”, “Synchrony ST”, “VPAP ST”.