Ordering, Shipping, Returns, Exchanges and Warranty

If you are not happy with your Sleeplay purchase for any reason, we will be happy to accept a return for any unopened and unused products. We do not accept exchanges at this time with the exception of CPAP masks. You may return your purchase within 30 days of your original order. Items being returned must be in their original condition with the tags. Customers are responsible for a %15 restocking fee.

Last modified on November 16, 2020.

Sleeplay offers a variety of shipping options so your order arrives when you need it. Shipping and handling charges depend on the destination of your order. Please refer to the shipping times below to determine shipping costs. The posted delivery times are estimates but will help you identify the shipping option that is right for you. All customers have the ability to upgrade shipping to our UPS and USPS expedited options at an additional cost. To find these costs please add the desired items to your cart and initiate checkout to see published rates. We reserve the right to choose a shipping method when orders are shipped free. We may send items without tracking information via USPS.

1. Processing Times

Most orders placed before 2:30pm EST/EDT Monday through Friday will be shipped that day via chosen the User’s elected shipping choice. Orders placed after 2:30pm Monday through Friday or anytime Saturday and Sunday will be shipped the following business day. If any orders are not available or on backorder, the customer will be notified and the item will be shipped as soon as reasonably possible. All calculations for expedited delivery are based on business days only.

All shipping charges are calculated by UPS and USPS, and will be displayed at the time of checkout. Purchaser is responsible for all shipping, import, and brokerage fees assessed by UPS Worldwide, USPS, or your country customs center.

2. Battery Regulations

Lithium battery shipping is regulated by DOT and FAA as well as shipping agencies such as UPS, FedEx, DHL, USPS, and others to ensure the safe transportation of these products. Per regulations from the FAA and DOT, lithium batteries cannot be shipped overnight. If you have any questions or concerns regarding these regulations please contact us via email at: info@sleeplay.com.

3. FREE Shipping on All Orders Over $99

We offer free shipping to the continental US on all orders over $99*

*-Due to the exorbitant cost of shipping, we cannot offer free shipping to the following places: Alaska, Hawai’i, Puerto Rico, U.S. Virgin Islands, Midway Island, American Samoa, and Guam

We reserve the right to decide which carrier will ship orders qualifying for free shipping.

4. Shipping Methods

We may use a variety of carriers in order to ensure that our customers receive their packages in the most efficient way possible, while still being safely handled. However, we typically ship our packages through USPS and UPS, and therefore any rates and shipping times will be pursuant to their terms, volume, and ability to make timely deliveries.

Through our various carriers, we typically offer the following shipping times to the 48 CONTIGUOUS states in the USA. Pricing and delivery times 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

The pricing and availability of each of the above will vary based on your location and the time of the placement of the order. As mentioned above, we do everything we can to process our orders as fast as possible once received, however, there are some important components which we unfortunately cannot control. While we use a variety of carriers, we do typically ship our products through USPS and UPS, and their rates and delivery times will vary depending upon a multitude of factors. When checking out, you will be permitted to select your preferred method of delivery. The anticipated cost of your shipping will be calculated at checkout. To get an idea of the potential cost of your desired shipping method, please have a look directly on the carrier’s websites:

Please note that any shipping rates and package receipt times listed throughout the website are simply estimates based on the anticipated costs listed by the carriers we work with. These rates may be subject to change at any time, and while they are intended to be close, they may not be an exact reflection of the true cost to ship your products to your location. Your total shipping cost will be calculated at checkout and the exact shipping price will be included in the order confirmation.

5. Anticipation of Delivery

Orders containing certain products may be marked as fragile. It is best to have your package and its contents exposed to the outside elements for as little time as possible. As such, please prepare to make arrangements to have your products shipped to a location where someone will be prepared to receive it. Sleeplay shall not be responsible for any lost or stolen items upon confirmation of delivery.

6. General Returns

Unopened Products - 30 Day

If your product is unopened, you will receive an 85% monetary refund to your original form of payment. We will keep a 15% restocking fee.

Opened Products

Due to the personal medical nature of many of our products, we cannot accept returns on opened orders. This includes CPAP mask parts (cushions, headgears, frames), CPAP, APAP & BiPAP machines, oxygen machines & supplies, CPAP tubing, humidifiers, batteries and CPAP sanitation products & machines. CPAP masks returns are the only exception as they fall under our Mask Exchange Program.

While we allow orders to be modified before they ship with no penalty, we also encourage you read our detailed product descriptions and reach out to our team of experts. We are here to help guide you through complicated specifications and features so that you can be certain the product you are ordering is right for you.

Products Under Warranty – Defects

In the case of manufacturing defects/system faults on products under manufacturer's warranties, we will accept returns and handle the complicated RMA process. As is the case with all other returns, you must first contact Sleeplay either via phone (844) 451-6555 or by email: info@sleeplay.com.

Once we determine that further troubleshooting is necessary, we will issue you a return label and our team will inspect the product in question. If it is determined that the RMA process is required, we will work with the manufacturer on your behalf to either replace or repair the product. Replacement products can only be sent once the manufacturer has decided to replace the unit. Sleeplay will handle shipping costs associated with getting the product from you to our facility and from our facility to the manufacturer should an RMA be pursued. The cost of shipping a replacement product will not be covered.

Lost Packages

Courier services aren’t perfect; sometimes mistakes are made, and your order may not be delivered. If the value of your order is less than $250, Sleeplay will reship your order at no extra charge. If that value of your order is greater than $250, an investigation must be conducted in coordination with the courier service before a decision is made.

7. 30-Day Mask Satisfaction Guarantee

It can be difficult to estimate the sizing needed for a new CPAP mask, and it can also be difficult to adjust to sleeping while wearing one. As such, we offer our customers a 30-day satisfaction guarantee to our customers on our masks. This guarantee gives our customers a 30-day period in which we will allow you to exchange your CPAP Mask (1) once. This trial period will allow you time to get a feel for your equipment to ensure proper fit, comfort level, and the chance to test the mask quality. In the event that the mask does not meet your expectations, we will allow it to be exchanged for the mask and size of your choice within a 30-day time period from your date of purchase.

Click here to fill out mask exchange form

This is an excellent way for our customers to try new masks without having to worry about the cost of the mask, or being displeased with the fit of the mask! We are happy to provide this service to our customers to help make you feel more comfortable in knowing that you will love the products you purchase. If you have any questions regarding our policy, please contact us at info@sleeplay.com and we will be more than happy to assist you.

Mask exchanges must be received at our facility within the 30-day exchange period, including transit time. Please contact us prior to sending your mask for a unique identifying number that will allow us to correctly 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. We will provide an exchange within 10 business days of our receipt of your returned equipment.

 

This 30-day guarantee applies ONLY to our masks, and any other items purchased at the same time as your mask, will be subject to the General Return Policy listed above.

8. Order Cancellations

We want you to get your order as soon as possible, so we typically begin processing it immediately after you place it. Once your order has been submitted, we may not be able to cancel or make changes to the order. Please review your order very carefully prior to clicking the Purchase button on the checkout page.

If you have questions about your order, please contact us via email at: info@sleeplay.com.