Shipping, Support, Contact, and Patient Care Information
Note: No credit cards are charged until product is actually shipped for delivery.
If you have any questions or concerns about returns and exchanges, please contact our Customer Care Specialist at our main number 360.354.8282 or toll-free at 1.888.709.2727
Assistance is available 24-hours/day email kbarrow@choices111.com
PHONE 360.354.8282
TOLL FREE 1.888.709.2727
FAX 360.354.0600
Return and Exchange Policy:
ITEMS WE SELL - TESTING YOUR EQUIPMENT - SETTING CPAP PRESSURE.
Sleep Apnea Connection L.L.C. (DBA) Choices Home Health Store provides prescriptive medical supplies for use with CPAP, Auto-PAP & Bi-PAP via licensed Respiratory Therapists. All of the items we sell are brand new and supplied in their original packaging from the manufacturer. The Respiratory Therapist will set your pressure before sending out your unit according to your prescription. Your original box and packaging will be used to reseal your unit in the original box from the manufacturer. If you would rather have your items not opened and the unit not tested and the pressure not set by the Respiratory Therapist, be sure to request this on your checkout form.
DEFECTIVE OR DAMAGED ITEMS & WARRANTIES
All of the items we sell are guaranteed to be in full working order when you receive them. Products we sell, including all masks, interfaces and machines are covered by standard manufacturer's warranties. Keep the owner’s manual in a safe location to refer to the specific terms of your warranty. If you purchase an item and find that it is defective within the warranty period we will repair or replace it based on the manufacturer's terms of agreement. Within 30 days of purchase, if an item you purchase, or is damaged during shipment, you may return it for replacement with the exact same item.
OPENING YOUR EQUIPMENT
The Sleep Apnea Connection L.L.C. (DBA) Choices Home Health Store provides CPAP durable medical equipment and we sell brand new equipment only. If we open and inspect your equipment, test your equipment, and set the pressure of your CPAP, Auto-PAP, or Bi-PAP according to your prescription, a repack/reseal notice is applied to your box. We will re-seal the package noting that is has been opened, tested and set accordingly. When the repack seal is not broken, it is still considered new and in its "original packaging" yet to be opened by the end user.
ORDERING THE WRONG PRODUCT
If you placed an order by mistake or would like to return an item for any reason you may do so within 30-days of purchase, as long as the "original packaging" has not been opened. Once your item has been received at our office in its original unopened package, upon our approval after it has been inspected and cleared for restocking, you will receive a credit for the original purchase price towards the purchase of any item offered by Sleep Apnea Connection L.L.C. (DBA) Choices Home Health Store. A restocking fee of 10% may be applied!
WRONG ITEM RECEIVED
If you were shipped an item that you received and it is an incorrect item, due to our error, we will replace it without charge. Furthermore, we will refund shipping charges for the return of the unopened incorrect item due to our error. Please contact us to arrange exchange of an incorrect item received.
Medicare Beneficiaries
We uphold the 25 supplier standards as listed in the reception area of our lobby and on our website. We adhere to all conditions stated therein. We uphold, protect and publish all patient rights and applicable Medicare standards as required by law. Every durable medical equipment product sold or rented by Choices Home Health Store carries at least a 1-year manufacturer’s warranty. Sleep Apnea Connection LLC (DBA) Choices Home Health Store will notify all Medicare beneficiaries of the warranty coverage, and we will honor all warranties under applicable law. Sleep Apnea Connection will repair or replace, free of charge, Medicare-covered equipment that is under warranty. In addition, an owner’s manual with warranty information will be provided to beneficiaries for all durable medical equipment where this manual is available.
FURTHER QUESTIONS OR INQUIRIES
Please feel free to contact Choices Home Health Store at 360.354.8282 or 1-888-709-2727. Email kbarrow@choices111.com if you have any further questions.
Shipping and Mail Order Policy
Sleep Apnea Connection L.L.C. is considered to have a mail order service when it:
- Provides products to patients/clients in their residence exclusively by means of delivery via the U.S Mail, Federal Express, U.P.S. or other similar residential delivery provider.
- Does not have direct face-to-face contact with the patient/client or caregiver in a place of residence or retail setting.
- Does not have an opportunity at any time for one-to-one teaching or instruction, or any live interaction with the patient/client or caregiver.
- May, in fact, be located in a different state than the patient/client.
- Free shipping over one hundred dollars applies to areas within the contigious USA.
- May, in fact, be located in Canada
Procedure
Sleep Apnea Connection L.L.C. (DBA) Choices Home Health Store ensures that products provided strictly by mail order are, by definition, items that do not require one-to-one interaction for teaching on operation, use or dosage. No product is sent via mail order that requires individual instruction.
Sleep Apnea Connection L.L.C. (DBA) Choices Home Health Store reports, manages, traces, and tracks information using a VGMPro online patient data management program and Microsoft Excel software.
Sleep Apnea Connection L.L.C. (DBA) Choices Home Health Store ensures that documentation of items shipped or received is filed in the patient/client medical record.
Sleep Apnea Connection L.L.C. (DBA) Choices Home Health Store complies with all laws, licensure requirements and regulations for all residential areas where product(s) is/are sent.
All items delivered via mail order:
- Include clear and concise instructions for use, potential for incorrect use, or misuse and any applicable warnings.
- Provide appropriate educational materials for patient/client caregiver use.
- Include instructions for replacement or return as applicable.
- Are packaged in a safe and secure manner, with the name and address of the recipient clearly marked.
- Are labeled appropriately (i.e. “Fragile,” “Time Sensitive,” etc.).
- Follow all HIPAA guidelines.
- Sleep Apnea Connection L.L.C. (DBA) Choices Home Health Store ensures that for all items delivered via mail order, the recipient is aware of and agrees to all relevant shipping or handling charges or co-payments when these are due by the recipient.
- Sleep Apnea Connection L.L.C. (DBA) Choices Home Health Store employs tracking mechanisms to ensure that mail order items are delivered and received in a timely manner, or replaced if lost in transit.
Medicare Beneficiaries
Sleep Apnea Connection L.L.C. (DBA) Choices Home Health Store verifies that the beneficiary has received training and instructions on the use of items at the time of initial mail order delivery of items and record in the beneficiary’s record that such instruction was provided and makes recommendations for additional education, if needed.
INTERNATIONAL SHIPMENTS
International shipments are subject to shipping rates per destination and customs approval. Free shipping to orders over $100 applies to the contigious USA. The international customer will be notified of the shipping costs to their noted destination before the order is shipped and the true shipping costs will be processed and added to the cost of the order. Where a Customs agent denies shipment of a product, the customer will be refunded their money and notified immediately of the problem associated with their order.
- We do not ship ResMed products outside of the United States and US Territories
- We do not ship Respironics products outside of the United States and US Territories
- We do not ship Fisher & Paykel products outside of the United States and US Territories
- We do not ship Covidien products outside of the United States and US Territories
CANADIAN SHIPMENTS
Certain CPAP manufacturers do not allow shipments into Canada:
When we do ship into Canada, products ordered must not exceed $1200 Canadian dollars or 20 pounds. When possible, we choose the best flat rate box to ship your order.
USPS Canadian shipping note: For all casual and commercial items valued under 1,200 Canadian dollars, the customer is responsible for additional shipping charges not collected herein at the time of checkout. Canada Post will collect the assessed duties and excise taxes and a handling fee of 5 Canadian dollars from the addressee. Most items will arrive in 6-10 days and most CPAP supply items will fit within the (12 x 12 x 5.5 inch) Flat Rate Box.
When ordering your supplies, choose the large box as noted above and if there is a problem with fitting the items nicely and safely into the large box – we will contact you and provide you with another option. Generally, if there is not too much of an overage and even if it requires a different box, we will ship it to you anyway and not bother with charging you any extra for shipping. We appreciate your business, eh!
End of Shipping and Mail Order Policy Last Updated March 13, 2008
