How do I make an order?
Orders are placed online at MonsterCPAP 24/7 or by phone during business hours (Mon-Fri: 9:00 am - 5:00 pm EST).
What method of payment do you accept?
What currency are products displayed in?
All products are priced in Canadian dollars (CAD).
Was my order completed?
An order has been successfully placed when you receive an email confirmation from MonsterCPAP. This confirmation confirms your order has been completed and received (don't forget to check your junk mail).
Did I make multiple orders?
If you did not receive an order confirmation, an order was not complete.
My credit card has been charged - why is my order 'unfulfilled''?
Orders show as 'unfulfilled' during processing time. Once processing is complete and your order is ready to ship, the status will change to 'fulfilled'.
How do I cancel an order?
Send an email request to email@example.com with your order number and we can cancel the order for you if the order has not yet been processed or fulfilled.
When will my order be shipped?
Most orders are shipped within 2-4 business days. From time to time, due to stock availability and issues beyond our control, orders may take longer to ship. You will be notified by email if this is the case.
How much does shipping cost?
Free Canada-wide shipping for all orders over $100 via Canada Post Expedited Parcel. Orders under $100 will have shipping calculated from your cart or at checkout.
Do you ship outside of Canada?
No, we do not ship outside of Canada.
Will I receive a tracking number?
Yes, tracking information for your order will be emailed to you (within 2-4 business days) when your order is ready to ship. Contact couriers directly for inquiries. Tracking status may take up to 24hrs to be updated. Orders in the process of being delivered cannot be re-routed in any way.
Are open to the public for walk-in purchases?
Can I pick up my order?
No, pickup is currently not available. All orders are delivered by Canada Post.
Are the products you carry new?
All products are authentic, brand new and most with manufacture seals from various CPAP manufacturers. Select items, may not have a seal due to the design of their packaging. Some items, for example, filters come in bulk (500 pieces) from manufacturers and are re-packaged into smaller packages with masks and gloves on. This process is completed in a sanitized and enclosed area, safely and securely by one person only.
I have a promo code, where do I apply it?
Valid promo codes can be entered and applied during the checkout process. Only one promo code may be used at a time. Expired promo codes will not work.
Can I get a receipt for my order?
Yes, your receipt will be emailed to you in your shipment notification (within 2-4 business days) and a copy will come with your order.
What information can be found on my receipt?
- Customer personal and billing info
- MonsterCPAP logo and contact information
- Itemized products purchased
- Shipping rate (if applicable)
- Instructions or notes (if applicable)
- Total order
- Total paid
- "Paid In Full" Stamp
- Date of order
I need a name change on my order – can that be done?
For accuracy, use the name of the intended customer to place an order. Email firstname.lastname@example.org with your order number and request for a cancellation or name change. We can accommodate some changes. For security purposes, some parts of the invoice cannot be changed at any time.
I entered the wrong address for my order.
Review your order confirmation email for order and shipping accuracy. If you detect an error, please email email@example.com with your order number for immediately for assistance. If an order has not yet been fulfilled, we can assist with revisions. If an order has already been fulfilled, no changes can be made. Please note, additional shipping fees are required if the order fails to deliver due to an incomplete address or errors in the shipping address.
I forgot to enter my building's buzz code, what do I do?
Buzz codes are not required for couriers to access your building for delivery.
Is there tax on my order?
Tax is not applied to medical supplies. Sales tax will be applied to additional shipping fees (if applicable).
Can I use a promo code?
Yes, from time to time there will be valid promo codes available to apply to your order. Only one promo code or offer may be used at any time. If a promo code has expired, it will not be valid. Promo codes are entered during the checkout process.
Are your products readily available to ship?
Yes, all products are in stock and ready to ship unless they're marked ‘out of stock’. If you are waiting for a product to come back in stock, put your email in the ‘notify me’ entry and you’ll be notified as soon as it returns.
Help! My order is being returned to the sender.
Couriers may fail to deliver your order due to an incomplete address (Ex. missing unit number, postal code error, etc.). As a result, your parcel is being returned to us. Email us at firstname.lastname@example.org and we can reship your returned order for a nominal shipping fee (paid by the customer).
Why was my order cancelled?
MonsterCPAP reserves the right to withhold shipment or cancel orders (without notice) pending an investigation into the legitimacy of an order. We also reserve the right to limit the quantities of items shipped and billed if an order contains unusually high quantities of items.
My order was not successful, but my credit card was charged.
If you tried to place an order and did not receive a confirmation email, a "pending transaction" will appear on your credit card. However, this will fix itself if the order was not complete in a few hours. You may call your bank and they can confirm pending charges that were not complete will fall off.
Due to potential fraud risk, I was asked to confirm my order and personal information.
Orders may be flagged as high risk for fraudulent activity from our system. This is rare but can happen if you are using a VPN or other tools to create a secure Internet connection. We may email/call you to verify your order and personal information. To prevent delays in processing your order, kindly verify the information.