FAQs
Frequently Asked Questions
For orders shipped within the United States, a valid prescription is required before shipment for CPAP machines and masks intended for personal use. Orders may be placed without a prescription, but shipment will occur only after the prescription is received.
For orders shipped outside the United States, a prescription is not required.
If you are purchasing CPAP equipment for resale, a prescription is not required. Please contact us so we can verify reseller status prior to fulfillment.
Prescriptions may be issued by licensed healthcare professionals authorized under applicable regulations, including:
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Medical Doctor (MD)
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Doctor of Osteopathy (DO)
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Physician Assistant (PA)
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Nurse Practitioner (NP)
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Dentist
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Naturopathic Physician
Prescriptions from other practitioners are accepted only if the provider also holds an MD or DO credential.
Prescriptions may also be submitted via:
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Email: support@sistemma.com
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Fax: 602-427-5652
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Text message (photo): 480-625-8822
SISTEMMA accepts most HSA and FSA cards. Acceptance may vary by issuer. If a transaction is declined, please try an alternative payment processor at checkout or contact your card issuer for assistance.
We ship both domestically and internationally. Customers may select available carriers and shipping speeds during checkout.
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Express orders placed before 3:00 PM Mountain Time ship the same business day.
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Orders placed after 3:00 PM ship the following business day.
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Delivery timelines exclude weekends and holidays.
Orders over $200 USD require signature confirmation upon delivery.
International shipments are typically sent via UPS, DHL, or USPS depending on destination and eligibility. Customs fees, duties, and import taxes are the responsibility of the buyer.
All machines are shipped with a hose. It is typically stored in a zipped compartment within the carrying case. Please refer to the product photos for reference.
If you are purchasing a kit that includes a mask and are unsure which option to select, please consult manufacturer documentation or a qualified professional.
For hygiene reasons, opened masks are not eligible for return or exchange.
All power supplies included with CPAP machines are compatible with international voltage standards. A region-specific power cord may be required.
Heated hoses are designed to reduce moisture condensation within the tubing. They may not feel warm to the touch during operation. This does not indicate a malfunction.
New CPAP machines include a 2-year warranty covering the device and power supply. Accessories such as hoses and water chambers are covered by a 6-month warranty.
All warranty service is handled directly through SISTEMMA.
Only distilled water should be used in humidifier chambers. Use of non-distilled water may lead to mineral buildup and damage not covered under warranty
Masks, hoses, and water chambers should be cleaned regularly using mild soap and warm water. Components should be air-dried away from direct sunlight. Machines should never be submerged in water.
Machines sold for the U.S. market may have limited cellular connectivity outside the United States. Memory cards are included with international orders to support data storage.
Data interpretation and clinical adjustments should be handled by qualified professionals or through manufacturer-approved software.
Customer support is available daily between 9:00 AM and :00 PM (MT). Messages left outside active calls will be returned promptly.
We do accept returns of CPAP machines and masks within 30 calendar days from the date of purchase, however, we do charge 10% restocking fee.
If a machine is returned used, we charge 30% of the sale price.
Masks are accepted only in unopened packages. We do NOT offer any returns for opened or used masks.
Regular cleaning helps maintain equipment performance and longevity. Follow manufacturer instructions for proper care, cleaning frequency, and component replacement.