Shipping Policy and Procedures

What is Standard Shipping?

Standard shipping is our default shipping method. Under this option, we will use either United Parcel Service (UPS) or the United States Post Office (USPS) to ship your package. We will make this determination based on speed and cost-effectiveness. For orders over $99, this service is free. For orders ranging from $0-$98.99, the fee is a flat rate of $6.99. Please note: Offer for free standard shipping is only valid in the continental United States (Excludes Alaska, Hawaii, Puerto Rico, Guam, Virgin Islands). CPAP Supply USA will ship certain products internationally. All shipping charges are calculated by UPS and will be displayed at the time of checkout. Purchaser is responsible for all shipping, import, and brokerage fees assets by UPS Worldwide or your country customs center.

When will my order be shipped?

Most orders placed before 3:30 pm EST/EDT Monday through Friday will be shipped that day via chosen shipping choice. Orders placed after 3:30 pm Monday through Friday or anytime Saturday and Sunday will be shipped the following business day. If any orders are not available or on backorder, the customer will be notified and the item will be shipped as soon as possible. All calculations for expedited delivery are based on business days only. Saturday delivery is available with express shipping but at an extra charge. To choose this delivery method, you must speak with a customer service representative. Remember that UPS Ground service always includes Saturday delivery, but expedited options do not.

Lithium Battery Shipping Policy

Lithium battery shipping is regulated by DOT and FAA as well as shipping agencies such as UPS, FedEx, DHL, USPS, and so others to ensure safe transportation of these products. Per regulations from the FAA and DOT, lithium batteries cannot be shipped overnight. We are able to ship lithium batteries overnight with the purchase of a unit (the battery is contained within the unit). If you have any questions or concerns regarding these regulations please contact our office at +1-868-637-6673 or email us at info@ISDHealthSolutions.com

How much does shipping cost?

ISDHealthSolutions.com is happy to now offer free standard (2-10 business day arrival time) shipping on all orders over $99. Orders under $99 will be charged a flat rate of $6.99 for standard shipping. All customers have the ability to upgrade shipping to our UPS expedited options at an additional cost. To find these costs please add the desired items to your cart and initiate checkout to see published rates. We reserve the right to choose a shipping method when orders are shipped free. We may send items without tracking information via USPS.

Shipping Rates:

• Standard Flat Rate: $6.99
• UPS Ground: $13.99
• UPS 3 Day: $19.99
• UPS 2 Day: $24.99
• UPS Next Day: $44.99
• UPS Saturday Delivery (if available): $59.99

Special Delivery Notice for CPAP/BiPAP Machines

NOTE: ORDERS CONTAINING CPAP/BIPAP MACHINES WILL BE MARKED TO RECEIVE ADULT SIGNATURE UPON DELIVERY, PLEASE PREPARE TO MAKE ARRANGEMENTS TO HAVE MACHINES SHIPPED TO A LOCATION WHERE SOMEONE WILL BE PREPARED TO RECEIVE IT. UPS WILL NOT LEAVE PACKAGES UNATTENDED THAT ARE MARKED FOR SIGNATURE. ALL ORDERS TOTALING $250.00 OR MORE WILL SHIP WITH THE REQUIREMENT OF A SIGNATURE UNLESS THE CUSTOMER REQUESTS THE SHIPMENT WITHOUT A SIGNATURE REQUIREMENT.

Return Policy

ISDHealthSolutions.com will accept returns on any unopened product within 30 days of the original ship date. A 15% returns processing fee will be subtracted from the original cost and a credit for the difference will be issued. Shipping costs are not refundable. Please note that any product that has been opened can not be returned.

To avoid this, we make every effort to help you be sure of sizes and features of all items prior to purchase. We offer detailed product pages, a mask sizing guide as well as Return Insurance on mask purchases. As always, please call us if you have any doubt or question about your order before it ships. We can be reached at 868-637-6673.

ISDHealthSolutions.com will accept returns on merchandise sold that have manufacturing defects. If the product you purchased has defective materials and/or workmanship, please contact us first for trouble shooting and then, if required, an RMA# will be issued to you via email.

ISDHealthSolutions.com will deal with the manufacturer on your behalf to have the item fixed or replaced with the exact or like an item under the warranty policy. Please note that any associated shipping cost to return merchandise to ISDHealthSolutions.com is not covered in any warranty situation.

No credits, refunds, or replacements will be issued until we have received the products into our facilities and examined them.
A special note about masks and machines:

Mask sizes vary, even between the different models by the same manufacturer. Just because you wear a medium mask in one model, do not assume you wear a medium in another. Check with us to be sure!

As this is medical equipment of a very personal nature, all machines to include CPAP, APAP, BiPAP, and Humidifiers, cannot be returned once the parcel has been opened, whether the unit shows hours of usage or not. CPAP and BIPAP warranty decisions for repair or replacement are made solely by the manufacturer.

Machines (CPAP, APAP, and BiPAP) which are experiencing functional issues and are no longer under manufacturer warranty MAY be able to repair by the manufacturer. This policy varies by manufacturer. A Diagnostic Fee (which varies and is determined by the manufacturer), which may or may not be applied to the actual repair cost (depending on the manufacturer) will be collected prior to submitting the machine to the manufacturer for assessment.

Returned items should be sent after receiving authorization (RMA #), along with a written explanation to:

ISDHealthSolutions.com
Attn. Returns Department
ISD Health Solutions
#6 Rapsey Street, St. Clair.

Only principal may be refunded for purchases made via Financing Methods. Interest paid to the financing company cannot be refunded.

Return Insurance Policy

The spirit and intention of this policy are to allow CPAP users a more cost-effective way to determine which CPAP equipment best meets their needs. We will act in good faith to maintain this progressive service by strictly enforcing its policies and guidelines. We reserve the right to refuse to extend the return insurance option to anyone we judge to be abusing it.

The purchase of return insurance allows the purchaser to return the item to ISDHealthSolutions.com within 30 days of the date we shipped the product to the purchaser for a full refund of the product’s purchase price less shipping. Return insurance is purchased on a by-product basis. It covers the item purchased with the return insurance option only and does not include other items in the purchaser’s order.

The 30-day refund window is counted from the day ISDHealthSolutions.com ships the product to the purchaser until the time the purchaser ships the product back to ISDHealthSolutions.com. Transit time is counted. This allows us to keep administrative costs, and thus return insurance costs, low as our system contains shipped dates but not delivery dates.

ISDHealthSolutions.com does not offer return insurance on all products. ISDHealthSolutions.com will honor all purchased return insurance options but reserves the right to add or remove return insurance from any product at any time. The ISDHealthSolutions.com Return Policy governs all items purchased without return insurance.

ISDHealthSolutions.com return insurance rates are non-negotiable, meaning they will not be offered at a discount.

ISDHealthSolutions.com return insurance rates are auto-generated by a proprietary formula. They change frequently in step with market conditions. ISDHealthSolutions.com does not offer price protection on return insurance rates.

ISDHealthSolutions.com return insurance can be purchased on qualifying products anytime before the order ships. It can not be purchased after that time.

Return insurance is designed to allow you to try out masks per manufacturer specifications and acceptable usage. Making material changes to the product, such as cutting or sewing straps or cushions, voids your return insurance.

If you have purchased return insurance you can print off the return label to be able to send back your mask. Please note, if you live outside of the contiguous 48 United States, ISDHealthSolutions.com will not be able to send you a return label.

Loaner Policy

Loaner machines are offered for a flat rental fee to customers whose machine purchased from ISDHealthSolutions.com is in need of repair or replacement. If you decide to rent a loaner from ISDHealthSolutions.com, we provide a return label for your malfunctioning machine to be shipped in for evaluation. We will also provide a return label so you can send back the loaner to ISDHealthSolutions.com once your machine has been returned. We will do our best to meet your requests for the type of loaner you would like, however loaner brands and models are subject to availability.

Loaner machines will be set to the prescription on file for you and may not include comfort features such as pressure relief.
You must return your loaner machine within 14 days of your repaired or replacement machine being shipped to you. If a loaner machine is not returned to us within 90 days from the date we ship out the replacement machine, we will not fill any future orders.