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FAQs

Q: When do my CPAP supplies need to be replaced?
A: Different supplies need to be replaced at different times. See the schedule below to help you determine when you should consider replacing your supplies. You can find more information by consulting the manufacturers' manuals.
CPAP Item: Replacement Schedule:
Mask and headgear Every 6-8 months or sooner if showing signs of wear and tear, such as:
  • The mask does not seal as effectively as when it was new.
  • The mask must be tightened more than normal to maintain a seal.
Disposable filter Monthly or sooner if grey in colour.
Reusable filter Replace the filter according to the manufacturer’s manual.
Humidifier chamber Yearly or sooner if calcium deposits are visible, the metal base shows signs of pitting, or the chamber leaks water.
Tubing Yearly or sooner if tubing has visibly deteriorated.
Q: When I take my CPAP mask off, my face is red and sore. Why?
A: This may be a result of a variety of reasons, including:

Problem: The headgear straps are fitted too tight.
Solution: Tighten the straps only to the point where there is no leak detected.

Problem: The mask is showing signs of deterioration (i.e. cracks, mask material is worn, etc.)
Solution: Replace mask.

Problem: Potential sensitive skin reaction to the mask material.
Solution: Visit your nearest Medigas store to select and be fitted a new mask style.

Q: I received my shipment, but now I am unsure how to fit my mask to my headgear. Help!
A: Our customer service team is here to help! Please email us your question at medigas.cpap@linde.com and our customer service team will be happy to assist you.
Q: Why can’t I buy a CPAP unit through Medigas Express?
A: Due to contractual and regulatory restrictions, we are unable to sell CPAP units through Medigas Express. We invite you browse our Store Locator to find the Medigas store closest to you where you can arrange an appointment with a Medigas representative.
Q: Can I return my products?
A: Medigas Express’ return policy is generally limited to defective and unopened products within a specified time period. Please see our return policy for more details.
Q: How can I cancel my order?
A: Order cancellation is not available through Medigas Express. Please contact us at medigas.cpap@linde.com or 1-877-350-9816.
Q: Can I pay by direct debit or personal cheques, or by arranging payment to Medigas by insurers or benefit providers?
A: No, Medigas Express accepts Visa, MasterCard, and American Express only.
Q: I have tax exemption status. What should I do?
A: Please contact our customer support group at 1-877-350-9816 before placing your order and we will be happy to assist you.