Shipping & Returns

• We try our best to process and dispatch orders within 1-5 business days from our Sydney warehouse. (stock permitting)
• If we are experiencing a high volume of orders, shipments may be delayed by a few days. Please allow additional days in transit for delivery. If there will be a significant delay in the dispatch of your order, we will attempt to contact you via email.
• We encourage customers to contact us to find out if a product is in stock before placing your order.

Customers can manage delivery preferences (e.g., ATL) using their Australia Post MyPost account.
You can download the app here: https://auspost.com.au/about-us/about-our-site/australia-post-app

The email address and mobile number provided with your order will be shared with Australia Post to match your package to your MyPost account.

No Missed Delivery Card
If you are registered with the MyPost app, Australia Post will no longer leave a physical missed delivery card. Instead, you will receive notifications directly in the app.

• Delivery times are estimates and apply after your order has been dispatched.
• We highly recommend choosing Express Post if your order is critical to your ongoing therapy.
• Shipping method is automatically calculated at checkout
• *Depends on Rural/Metro in different states.
• Please note, shipment method does not affect dispatch times.

Express Post is still the fastest delivery method especially for Rural and Interstate deliveries as it goes by air rather than truck.

• You will receive a Shipment Confirmation email once your order has shipped containing your tracking number(s).
• You can track your order via the Australia Post website or app using the provided tracking number.

• You will receive a Shipment Confirmation email once your order has shipped containing your tracking number(s).
• Your official tax invoice will be automatically emailed to you once your order has been paid for and shipped.
• This invoice meets the required standards for health insurance claims, allowing you to submit it to your provider for reimbursement (if applicable).
• If you do not receive your invoice, please check your spam or junk email folder. Alternatively, you can contact us at contact@cpaponline.com.au, and we will be happy to resend it.

• Claims can take several weeks to resolve as Australia Post conducts its investigation.
• All shipments are insured, and refunds or replacements will only be provided after Australia Post reimburses us.
• Please retain all packaging materials and damaged goods until the claim process is complete.

• Double-check the package and any packing slips to ensure items were not overlooked.
• Contact us at contact@cpaponline.com.au within 2 business days of receiving your delivery to report missing items.
• Provide your order number and details about the missing item(s).

We Will:

• Verify your claim and review the order packing process which can include checking security footage and reviewing audit logs.
• If we determine the item(s) were not included, we will ship the missing product(s) at no additional cost.
• If the item(s) are confirmed as lost during transit, we will file a claim with Australia Post.

• If your entire order has not arrived within the expected delivery timeframe, please contact us immediately.
• We will open a case with Australia Post to locate the package.
• If Australia Post is unable to locate the parcel after their investigation, we will issue a refund or replacement.

• It is the customer’s responsibility to provide accurate shipping details during checkout.
• CPAP Online Australia is not liable for delays caused by incorrect or incomplete delivery addresses.
• We encourage customers to monitor their tracking details and contact Australia Post if delivery updates are not received.