Shipping & Returns

Shipping & Returns

We ship worldwide

We want to get your order to you as quickly as we can. It takes 1-2 business days to process your order. Delivery takes an additional 1-7 business days in the 48 contagious United States. For all other destinations please contact us.

During peak holiday seasons (Mother’s Day & Christmas) shipping can take an additional 1-2 business days.  Large orders may require additional time before shipping.

We determine the delivery method (FedEx, UPS, or USPS) by the size and weight of the package at the time of shipment.  Please note that large and/or bulky orders may be shipped via a freight company.

Expedited Shipping

To expedite your shipment please call us at 615 567 5852 x 2 before placing your order.  We’re available Monday through Friday 8:00am to 5:00pm Central time.

Expedited delivery is only available on select products for customers who ship orders within the 48 contiguous United States.  All orders must have a valid street address (no PO Boxes).

Not all items are eligible for expedited delivery.

Delivery to Alaska, Hawaii, U.S. Territories & APO/FPO

We can ship to the above places. Please contact us for further details. Include your full delivery address.

International Delivery

We can deliver internationally. Please contact us first.

We want you to be happy with your purchase! If you’re not completely satisfied, you can return your item within 30 days.

Returns & Exchanges

We will accept returns on any unopened product within 30 days of the original ship date. Shipping costs are not refundable. Please note that any product that has been opened can not be returned.

We will accept returns on merchandise sold that have manufacturing defects. If the product you purchased has defective materials and/or workmanship, please contact us first for trouble shooting. We will deal with the manufacturer on your behalf to have the item fixed or replaced with the exact or like item under the warranty policy. Please note that any associated shipping cost to return merchandise to Pro Air Medical is not covered in any warranty situation.

No credits, refunds, or replacements will be issued until we have received the products into our facilities and examined them.

Mask sizes vary, even between the different models by the same manufacturer. Just because you wear a medium mask in one model, do not assume you wear a medium in another. Check with us to be sure!

As this is medical equipment of a very personal nature, all machines to include CPAP, APAP, BiPAP, Humidifiers, and Oxygen Concentrators cannot be returned once the parcel has been opened, whether the unit shows hours of usage or not. CPAP, BIPAP and Oxygen Concentrator warranty decisions for repair or replacement are made solely by the manufacturer.

Machines (CPAP, APAP, BiPAP, OXYGEN CONCENTRATORS) which are experiencing functional issues and are no longer under manufacturer warranty MAY be able to be repaired by the manufacturer. This policy varies by manufacturer. A Diagnostic Fee (which varies and is determined by the manufacturer), which may or may not be applied to the actual repair cost (depending on the manufacturer) will be collected prior to submitting the machine to the manufacturer for assessment.

Please fill out the following form before sending return products

Product Return Form

Our address for all returns:

Pro Air Medical
Attn. Returns Department
501 Mose Drive
Sparta, TN 38583
Email: hme@oneheart.net

Mask Return Insurance Policy

The spirit and intention of this policy is to allow CPAP users a more cost effective way to determine which mask best meets their needs. We will act in good faith to maintain this progressive service by strictly enforcing its policies and guidelines. We reserve the right to refuse to extend the return insurance option to anyone we judge to be abusing it.

The mask return insurance allows the purchaser to return the item to Pro Air Medical within 30 days of the date we shipped the mask to the purchaser for a full refund of the product’s purchase price less shipping. Return insurance is offered at no cost for ALL complete masks (prescription required masks). It covers the item purchased with the return insurance only and does not include other items in the purchaser’s order.

The 30 day refund window is counted from the day Pro Air Medical ships the product to the purchaser until the time the purchaser ships the product back to Pro Air Medical. Transit time is counted. Pro Air Medical does not offer return insurance on all products. Pro Air Medical will honor all return insurance options but reserves the right to add or remove return insurance from any product at any time. The Pro Air Medical Return Policy governs all items purchased without return insurance.

Return insurance is designed to allow you to try out masks per manufacturer specifications and acceptable usage. Making material changes to the product, such as cutting or sewing straps or cushions, voids your return insurance. If you need to return your mask under the return insurance program you can print off the return label to be able to send back your mask. Please note, if you live outside of the contiguous 48 United States, Pro Air Medical will not be able to send you a return label.

Loaner Policy

Loaner machines are offered for a flat rental fee to customers whose machine purchased from Pro Air Medical is in need of repair or replacement. If you decide to rent a loaner from Pro Air Medical, we provide a return label for your malfunctioning machine to be shipped in for evaluation. We will also provide a return label so you can send back the loaner to Pro Air Medical once your machine has been returned. We will do our best to meet your requests for the type of loaner you would like, however loaner brands and models are subject to availability.

Loaner machines will be set to the prescription on file for you and may not include comfort features such as pressure relief.

You must return your loaner machine within 14 days of your repaired or replacement machine being shipped to you. If a loaner machine is not returned to us within 90 days from the date we ship out the replacement machine, we will not fill any future orders.

USED SoClean 2 unit still within the 30 day trial period may be returned. Please fill out the Product Return Form and send along with your SoClean to the address on that document. Return shipping is at the expense of the customer on all trial returns