Last modified on November 9th, 2023.
If, for any reason, you are not completely satisfied with your Sleeplay purchase, we accept returns for unopened and unused products in their original condition within 30 days of purchase, including original tags and packaging, with a 15% restocking fee deducted.
Returns and Exchanges FAQs
Which items can be returned?
Any unopened and unused item within 30 days of purchase is eligible for a refund of 85% in the original payment method, with a 15% restocking fee deducted. Alternatively, you have the option to receive a 100% refund in the form of store credit.
Which items are non-refundable?Items marked as “final sale” and free gifts or promotional items with retail value.
Due to the personal medical nature of many of our products, we cannot accept returns on opened orders. This includes CPAP mask parts (cushions, headgear, frames), CPAP, APAP & BiPAP machines, oxygen machines & supplies, CPAP tubing, humidifiers, batteries and CPAP sanitation products & machines. CPAP mask returns within 30 days of purchase are the only exception, as they fall under our 30-Day Mask Exchange Program.
How does the 30-Day Mask Exchange Program work?
We understand that getting the right CPAP mask size and adjusting to sleeping with one can be challenging. That's why we are committed to your satisfaction with a 30-day guarantee on our CPAP masks.
We provide a 30-day window to exchange a CPAP mask once per the customer's lifetime. This trial period allows you to become familiar with your equipment, ensuring it fits well, offers comfort, and meets your quality standards. If, within 30 days of your purchase, you find that the mask falls short of your expectations, you can exchange it for a different mask and size of your choice. Your comfort and sleep therapy success are our top priorities.
Enroll in the Mask Exchange Program
How do I exchange my CPAP mask?
- Please fill out our mask exchange form and contact us before sending your mask for a unique ID number that will allow us to recognize and sort your exchange promptly.
- Please include a copy of your packing slip and confirmation number with your returned mask in the packaging when shipped back to us. Mask exchanges must be received at our facility within the 30-day exchange period, including transit time.
- Upon approval of your mask exchange, within 10 business days of receiving your returned equipment, you will obtain a gift card with a maximum price of the mask's original price minus the shipping cost from your original order. If the mask you requested when using our mask exchange program is less than the original purchase price, you will receive the new mask minus the shipping cost from the original order in a gift card.
- This 30-day guarantee applies ONLY to our CPAP masks, and any other items purchased simultaneously will be subject to the General Return Policy listed above.
How does the 30-Day Risk-Free Trial on CPAP Machines work?
We offer a hassle-free 30-day return policy when you buy a ResMed AirSense 10 or AirSense 11 CPAP machine from Sleeplay. Once we receive the return, you will get an 85% refund to the original form of payment with a 15% restocking fee deducted.
How do I return my ResMed AirSense 10 or AirSense 11 CPAP machine?
- Your 30-day return period starts from the day we ship your machine to you. After this period, we don't accept return requests. To start the return process, contact Sleeplay, state the reason for the return, and we'll guide you through the rest.
- If you decide to return your CPAP machine, please note that customers are responsible for the shipping costs. Sleeplay will not cover the cost of return shipping.
- When you return your machine, ensure it reaches us within 10 business days of receiving a Return Merchandise Authorization (RMA).
- Your machine should be in its original packaging, perfect condition (just like when you got it), and without any physical damage.
- Once your return is approved, we'll refund your original payment method for the purchase.
- Please remember that we don't issue refunds for machines returned damaged or defective or without their original packaging. We cannot accept returns for heavily used or damaged machines.
- Customers can use our 30-day return policy for ResMed AirSense 10 and AirSense 11 CPAP machines once.
How does the warranty process work?
If the manufacturer's warranty covers manufacturing defects or system faults, Sleeplay initiates the RMA process. Contact us at (844) 451-6555 or info@sleeplay.com to start the process. If additional troubleshooting is needed, the manufacturer will provide a return label. Alternatively, you can expedite the return by shipping the item yourself, but the customer is responsible for shipping costs. Sleeplay does not dispatch replacement machines until the RMA process is complete.
Can I cancel my order?
We process your order immediately after you place it because we want to deliver it as soon as possible. Once your order is submitted, we may be unable to cancel or make changes to the order. Please carefully review your order before completing your purchase. If you have questions about your order, please contact us at info@sleeplay.com.
Shipping FAQs
When will I receive my items?
Most orders received before 2:30 pm EST/EDT, from Monday to Friday, will be shipped on the same day using your preferred shipping method. Orders placed after 2:30 pm on weekdays or any time during the weekend (Saturday and Sunday) will be shipped on the subsequent business day.
If any items are unavailable or on backorder, we will promptly notify you, and the product will be shipped as soon as feasibly possible. Please note that all expedited shipping calculations are exclusively based on business days. We may send items without tracking information via USPS.
Do you offer free shipping?
We offer free shipping to the continental US on all orders over $99. Due to the exorbitant shipping cost, we cannot offer free shipping to the following places: Alaska, Hawaii, Puerto Rico, U.S. Virgin Islands, Midway Island, American Samoa, and Guam. We reserve the right to select which carrier will ship orders qualifying for free shipping. Shipping is subject to change without prior notice.
What are your shipping fees?
Shipping and handling fees are displayed at checkout and vary on the destination of your order. Shipping charges are calculated by trusted carriers such as UPS and USPS. Please note that the purchaser is responsible for covering all shipping expenses, import duties, and brokerage fees that may be assessed by UPS Worldwide, USPS, or your country's customs authorities. We reserve the right to choose a shipping method when orders are shipped free.
When you select your preferred delivery method, you may view the estimated shipping cost during checkout, which will vary based on your location and the time of placing the order. For a view of the estimated cost of your chosen shipping method, refer to the carrier’s websites directly:
USPS: https://www.usps.com/
UPS: https://www.ups.com/
Do you offer expedited shipping?
You may upgrade shipping to our UPS and USPS expedited options at an additional cost displayed at checkout.
What shipping methods are available?
We ship our packages through USPS and UPS; shipping rates and times will be pursuant to their terms, volume, and ability to make timely deliveries. However, we may use a variety of carriers to ensure delivery in the most efficient way possible.
We offer the following shipping times to the 48 contiguous states in the USA. Pricing and delivery times for packages shipped to Alaska or Hawaii may vary.
- Ground Shipping
- Third Business Day Shipping
- Second Business Day Shipping
- Next Business Day Shipping
- Next Day Shipping
Orders with specific products may be marked as fragile. Minimize exposure of your package and its contents to external elements. It's advisable to arrange delivery to a secure location. Sleeplay is not responsible for any lost or stolen items after delivery confirmation.
What are the shipping battery regulations?
The shipping of lithium batteries adheres to regulations set by DOT, FAA, and carriers like UPS, FedEx, DHL, and USPS, ensuring secure transportation. As per FAA and DOT guidelines, overnight shipping for lithium batteries is prohibited. Feel free to email any questions or concerns about these regulations at info@sleeplay.com.
What if my package gets lost in the mail?
In the rare event of a lost package, we understand that courier services aren't perfect and mistakes happen. If your order's value is below $250, Sleeplay will promptly reship it at no additional cost. For orders exceeding $250, we will conduct a thorough investigation in collaboration with the courier service before reaching any decision.
30-DAY RISK FREE TRIAL 
