Air Essential Shipping Policy

Date of last update: 18th of October 2022

> Operation & Shipping Window

> Transit Rates & Times

> Order Cancellation & Partially Fulfilled Orders

> Return Policy

Orders placed for available products before 1PM ET will be shipped the same day when possible. Processing times, issues beyond our control, or placing an order after 1PM ET may result in orders being shipped the following business day. For urgent orders, please feel free to contact us at 1 (844) 688-2727 and we will try to accommodate your shipping requirements to the best of our abilities. If there are any delays in your order being processed and shipped, we will notify you through your provided communication methods.



Operation & Shipping Window


Orders are processed and fulfilled Monday to Friday 9AM ET to 5PM ET. Orders are not processed or fulfilled outside these hours, on weekends, or on statutory Canadian holidays which includes New Year’s Day, Family Day, Good Friday, Victoria Day, Canada Day, Labour Day, Thanksgiving, Christmas, and Boxing Day.



Transit Rates & Times


All orders above $75 will receive free Canada-wide standard shipping which can take approximately 2 – 9 business days for provinces and upwards to 15 business days for territories. For orders below $75 or for expedited shipments, a selection of transit times and their rates will be generated based on your address when checking out. Air Essential reserves the right to refuse shipments to P.O. Box locations and you will be contacted for an alternative address. Please note that your order may be delayed if any of the provided information needs correcting.



Order Cancellation & Partially Fulfilled Orders


Air Essential reserves the right to cancel orders that are deemed to be fraudulent or purchased for the purpose of reselling. Your order may also be cancelled or partially fulfilled depending on the availability of products. If a portion of your order is available, it will be shipped using your preferred shipping method and the remainder of your order will be shipped out as soon as possible without any additional charges to you. In the event of an order cancellation or partial order cancellation, the billed amount for the affected products will be refunded to your provided payment method.


CPAP machines and other select products will require a valid prescription for your order to be fulfilled. There are several options available for submitting your prescriptions during the order process and we will also follow up with you if an order was placed without a valid prescription. Please note that receiving an order without a valid prescription may delay your order.



Air Essential Return Policy


Air Essential accepts returns on sealed and unused CPAP Masks and certain accessories within 30 days from the date your order shows that it was delivered. CPAP, APAP, BiPAP, Portable PAP devices and batteries cannot be exchanged or refunded. Special consideration may be granted under such circumstances as death, critical illness, or a change in diagnosis of the intended user. The equipment must be unused and have all its accessories. Please contact us for more details.


To begin a return, you must start a return authorization by email at support@airessential.com or by phone at 1 (844) 688-2727. You will be provided with a ticket number and instructions to begin the return process. Please provide us with your return tracking information as soon as possible. Air Essential is not responsible for any incurred shipping costs or issues in transit associated with your returned product(s) and we recommend requesting further information from your shipping carrier.


Please note that Air Essential does not offer refunds to your billed payment method. You can either exchange the item for a different size or type of a similar product or we can issue you a digital gift card that can be used towards the purchase of any product at airessential.ca. You will not be credited any shipping costs associated with the original shipment, and 15% restocking fee will be deducted from the credit.