PATIENT FAQs

Patient Services FAQs

1. What type of medical equipment does CPAP Medic repair for patients?

CPAP Medic can repair and service individually owned CPAP devices, stationary oxygen concentrators and portable oxygen concentrators. We accept units that are shipped to our facility in Strongsville, Ohio, or we welcome patients in the Cleveland area to drop off your device in person at 21973 Commerce Parkway, Strongsville, Ohio.

2. What models of CPAP machines does CPAP Medic accept?

CPAP Medic is not yet able to repair the ResMed Air 11 or Philips Respironics DreamStation 2. If you have one of these newer models and need a repair, please contact your home medical equipment provider. Due to the product recall, we are no longer repairing the DreamStation 1.

3. Will CPAP Medic also repair oxygen concentrators?

Yes! Here are the models that we accept for patient-owned repairs:

*Repairs on the CAIRE Freestyle Comfort and the Rhythm LM5A will be delayed due to parts shortages. We apologize for the inconvenience.

Learn more about our oxygen concentrator repair services here or contact us for more information at info@repairauthority.com or 877.310.0343.

4. How does the CPAP repair process work?

STEP #1:
To get started click here to access our CPAP Equipment Repair Form. Complete as much of the information as you can, including make, model and serial number of your device.

STEP #2:
Print the Equipment Repair Form, package your CPAP securely and include the completed form in the box. SEND ONLY your CPAP device and power supply. To prevent contamination, DO NOT SEND your carrying case, tubing or mask. These items will be discarded if sent! CPAP Medic and our parent company Repair Authority are not liable for any damage caused in transit to or from our facility. Claims for damage should be filed with the shipping carrier.

STEP #3:
Ship your CPAP device to:

CPAP Medic
21973 Commerce Parkway, Suite A
Strongsville, OH 44149

POSTAL DELAYS: For timely service, we highly advise that patients use UPS or FedEx to ship your equipment. Find your nearest UPS location here or your nearest FedEx location here.

If you’re in the Cleveland area, you can also drop your device off between 8:00 a.m. and 4:30 p.m. Monday through Friday. If possible, please complete our CPAP Equipment Repair Form in advance.

STEP #4:
As soon as we receive your unit, we’ll evaluate it and provide you with a no-obligation repair estimate as soon as possible. Once you accept the estimate, we’ll get started on your repair right away.

STEP #5:
After your unit is repaired, we will return it to you via ground shipping. Return shipping on CPAP repairs is always free!

5. How much does CPAP Medic’s CPAP repair service cost?

Your repair tier will be determined based on an evaluation of the device using diagnostic tools provided by the manufacturer. If additional parts are required that are not included in these flat rates, you will be notified at the time that you receive your free no-obligation estimate. All repairs include a deep cleaning with new filters and seals, and come with a one-year warranty on parts and labor.

6. Can I finance my repair purchase?

Yes! Repair Authority proudly accepts CareCredit, which allows you to pay for your repair purchase over time*, and be ready with a revolving credit limit for future healthcare cost needs. Use CareCredit at your other healthcare providers as well to pay your deductibles, copays and other costs not covered by insurance.* See if you prequalify with no impact to your credit score by clicking here.

*Subject to credit approval. Minimum monthly payments required. See carecredit.com for details.

7. What forms of payment do you accept?

We accept payment by VISA, MasterCard, American Express, PayPal and Discover. Payment is required at the time that you approve your estimate. Your repair will not begin until you approve the estimate and provide payment.

8. Can you bill my insurance company for the repair?

CPAP Medic cannot coordinate repair authorizations or submit claims to insurance companies for equipment repairs.

9. What if I decide to decline the estimate?

If you decline the estimate, we will return your machine for a $25 processing fee or recycle the unit for you at no charge. CPAP Medic and our parent company Repair Authority are not liable for any performance issues you may experience after we return an unrepaired unit. If you decline an estimate on an oxygen concentrator, the return shipping fee is $49 for a portable oxygen concentrator or $79 for a stationary oxygen concentrator.

10. How quickly will I get my CPAP machine back?

Turnaround times are based on when you approve our free, no-obligation estimate. For standard service, we’ll complete your repair and ship it back to you within 3 to 4 business days. For rush service, we’ll complete your repair and ship it back to you within 1 to 2 business days. However, turnaround times can be impacted by availability of manufacturer parts. If parts are backordered from the manufacturer and your repair is delayed, you will be notified at the time of the estimate and your order will be billed at the standard service rate. For portable oxygen concentrator repairs, standard service offers a 4- to 6-day turnaround and rush service offers a 2- to 3-day turnaround. For stationary concentrators, the turnaround time is 6 to 9 business days.

11. I live in Canada. Can you repair my device?

Repair Authority and CPAP Medic only accept orders that can be shipped to/from locations within the continental U.S. Orders from customers located outside the U.S. can only be fulfilled if the device is shipped from a U.S. postal address and can be returned to a postal U.S. address.

12. What does CPAP Medic’s warranty cover?

Our CPAP repairs come with a one-year warranty on parts and labor. Our oxygen concentrator repairs come with a 90-day warranty on parts and labor. IMPORTANT: Please read the terms and conditions of our warranty thoroughly by clicking here. If you need to file a warranty claim, please click here to complete a warranty claim form or call us at 877.310.0343.

13. I received my repaired CPAP device back and the noise it makes is different than it was before. Why is this?

We thoroughly test every CPAP device that we repair to ensure that it meets or exceeds the manufacturer’s standards before it leaves our facility. Your device has been repaired using only new parts provided to us by the manufacturer. Because of periodic changes in the suppliers used by the manufacturer of your device, your device may sound slightly different than you were accustomed to before your repair. This is normal, and does not indicate a problem with the repair. Your device is being returned to you having met all of the same standards as a brand new device.

14. Are you currently repairing Philips Respironics DreamStation 1 CPAP devices?

Due to the product recall, we are no longer repairing DreamStation 1 CPAP devices.

15. I have more questions. How can I reach you?

Our customer service team is here to assist you from 8:00 a.m. to 4:30 p.m. EST Monday through Friday. Call us at 877.310.0343 or info@repairauthority.com.