Frequently Asked Questions (FAQ)

What is the main difference between the SoClean and Lumin?

The SoClean uses ozone to sanitize whereas The Lumin uses a powerful UltraViolet-C light to disinfect. The SoClean must be purchased with an adapter to filter ozone through the CPAP machine and accessories can go into the chamber. The Lumin does not have any attachments but only kills surfaces that are exposed to the light within the sliding compartment. It is up to personal preference as they are both effective at sanitizing.

When can I expect to receive a response from SleepEh?

Our customer service representatives work hard to answer all of your questions. We try to respond to emails the same day. Please note that representatives are only available between 10 AM – 5 PM EST on WEEKDAYS.

I opened my package and I want a refund/return. What should I do?

Please read our Return Policy. Even if items are unused, once they are opened they no longer abide by our return policy. We will gladly accept items where the seal on boxes and bags are in their original state. If items are unopened, please contact us at customerservice@sleepeh.ca to inquire about a refund.

My item is defective. What should I do?

If an item is determined to be defective, please email us at customerservice@sleepeh.ca. Please include the order number as well as the Serial Number (it is usually “SN_____”) for the item. We will then be able to provide the Serial Number to the supplier and check if the item is still under warranty. Through email, we will provide you with the next steps in the return/exchange process of a defective item.

This isn’t what I ordered!

We recommend you check the invoice to see if the items that you received match those stated on the invoice. If you determine that you have been sent items that are incorrect please do not open them! Once opened it will waive the refundability of the product. Please email us at customerservice@sleepeh.ca with your order number and incorrect product. We would love to help you!

Can I place an order over the phone?

For security reasons, SleepEh recommends that you process your order online. If you are visually impaired and are seeking help, please reach out to us by phone (toll-free: 1-888-213-5818).

I placed an order but haven’t received a confirmation email?

Order confirmation emails are sent immediately after the transaction has been processed. Our emails can sometimes go into your junk folder and/or flagged as spam. Please check these folders and move us to your inbox! If you still cannot find an email from us, please contact us at customerservice@SleepEh.ca.

Can I add or remove products from my order?

At this time, SleepEh is unable to add/substitute items to a processed order. If you would like to remove an item from your order, please contact customerservice@SleepEh.ca with the item you would like to remove and your order number. If the order has been shipped, we will not be able to remove items from the order.

I want to cancel my order.

Whether you made a mistake or changed your mind, orders are able to be cancelled given they have not been shipped by our team yet.

Where is my tracking number?

If you have not received a tracking number via email by the courier company, please email us your order number at customerservice@sleepeh.ca. A representative will then be able to provide you with the tracking number.

How long will the shipping take?

Most orders placed on a business day before 1 PM EST will be shipped the same day. Most orders using FedEx/Purolator will be shipped out the following day of the date of purchase. Depending on the shipping method selected at checkout, shipping can take anywhere from 1-15 business days.

Where are the products being shipped from?

Our shipping facility is located in the Greater Toronto Area.

When will my payment be processed?

Your credit card will be charged immediately after the order has successfully been placed.

What currency are your prices?

We only offer Canadian currency at the moment as we are only able to ship to Canadian addresses.

I would like to return an unopened product, but there is no Return Slip?

At this time, SleepEh.ca does not cover return shipping fees. Please contact customerservice@SleepEh.ca before returning an item.

What is the warranty on my product?

Please visit the specific product page and find warranty information within the product description. If you are unable to find warranty information, please email customerservice@SleepEh.ca.

What Shipping Courier do you use?

COURIERPRICE
Purolator 48 hour
(Standard Canada Post for outside Ontario & Quebec)
$15 / FREE with $99+ orders
FedEx/Purolator$25
FedEx/Purolator Overnight$50

What size mask should I purchase?

You want a mask that fits comfortably and does not allow air to leak out. Sizing guides are available on the manufacturer’s websites. You can use these to measure the size of your nose to determine which style and size are most suitable for your face shape.

Which mask is better?

This is solely based on preference. We recommend Nasal and Nasal Pillows to encourage breathing through the nose during sleep. If you find you breathe through your mouth but want a Nasal/Nasal Pillow Mask – you can purchase a chin strap to help keep your jaw closed during sleep.

I purchased an item and would like to Vendor Information and a signature. Can I request this from SleepEh.ca?

SleepEh.ca does not provide vendor information or signatures.

Is my purchase eligible for CPAP Coverage by Provincial Health Care?

The Assistive Devices Program (ADP) only covers purchases through vendors with a physical store and has a registered vendor license. This does not apply to orders placed online, however, your private insurance provider might offer financial reimbursement depending on the insurance plan you have. Click here for all provinces.

I can’t find the item I am looking for. Please help!

Try using our internal search bar. You can find this at the top-right of any SleepEh.ca webpage. Simply type in the product name and allow the search bar to generate some options. You will see a drop-down menu. You can also hit ‘enter’ after you’ve typed in the text-bar and it will bring you to the page with all relevant options to your search