Frequently Asked Questions
Answers about prescriptions, shipping, returns, and CPAP fitting.
When will my order ship?
Most orders ship in 1–2 business days (Mon–Fri) after RX verification for prescription items. You'll get a tracking email when the label is created.
Do you ship to PO Boxes?
Small accessories usually yes; machines typically need a physical address for delivery signature requirements.
Do you require signature?
Sometimes for high-value items to protect your purchase and ensure secure delivery.
Do I need a prescription?
Yes. CPAP/APAP/BiLevel devices (and some masks) require a valid prescription. Upload on our Submit Prescription page or email support@borderdme.com with your order #.
How do you keep my information safe?
We follow our HIPAA Notice of Privacy Practices; only the minimum necessary PHI is used to fulfill your order.
Which mask should I choose?
Start with our CPAP Mask Fitting Guide and message us—our team can help you pick style/size based on your needs and preferences.
What if the mask doesn't fit?
We offer a 30-Day Mask Fit Exchange (one exchange; details in Returns & Exchanges). This ensures you find the right fit for comfortable therapy.
What can I return?
Unopened/unused accessories within 30 days. Opened masks/cushions/tubing and used devices are non-returnable for hygiene and safety.
Manufacturer warranty?
Yes—defects are covered by the manufacturer (e.g., ResMed). Contact us with serial # and photos for warranty claims.
What payments do you accept?
Major cards; no HSA/FSA online; online store is cash-pay only.
Sales tax?
Calculated at checkout based on delivery address per state regulations.
Do you bill insurance online?
No. Online orders are cash-pay and not eligible for Medicare/Medicaid/insurance reimbursement. See Insurance, Medicare & Medicaid page for offline options.
Still need help?
Our bilingual support team is here to assist you in English & Español.
Helpful Resources
Submit Prescription
Upload your prescription securely
Returns & Exchanges
View our return and exchange policies
Shipping Info
Learn about our shipping policies
Prescription Policy
Understand our prescription requirements
HIPAA Notice
Review our privacy practices
CPAP Mask Fitting Guide
Find your perfect mask match