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1015 E Via Linda, Ste. 103-277, Scottsdale, AZ 85259
877-464-6957
 
Frequently Asked Questions

Customers from the United States and Canada who purchase CPAP machines and masks for their own use need a valid prescription sent to us before we ship their orders. That means you can purchase a CPAP machine at any time, but we will not ship it till we receive a prescription. If you need time, we will wait. 

If you are buyer from a country other than the United States, we do not need your prescription.

If you are a US person buying for someone who lives outside the US, we do not need their prescription, but we need to verify that your order will be taken abroad.

If you are purchasing CPAP machines or masks for resale purpose, you do not need a prescription, but you do need to contact us so we can verify your status as a reseller.

The prescription can be written by any of the following care providers:

  • Medical Doctor
  • Doctor of Osteopathy
  • Psychiatrist
  • Physicians Assistant
  • Nurse Practitioners
  • Dentist
  • Naturopathic Physician

We cannot accept a prescription written by any of the following practitioners unless the practitioner is also an MD or DO:

  • Chiropractor
  • Podiatrist
  • Optometrist
  • Psychologist

You can upload your prescription at the checkout page. On the righ-hand side will be a button to upload it:

how to upload prescription SistemmaCPAP

Alternatively you can fax it to  602-427-5652, e-mail it to support@sistemma.com or snap a photo with your phone and text it to 480-625-8822.

SistemmaCPAP accepts most of HSA and FSA cards, however, some card issuers have additional restrictions. If your card does not go through, try both Stripe and Authorize.net credit card payment methods and if this does not work, call us at 480-625-8822 (we have additional payment system). Finally, you might need to contact your HSA or FSA card issuer and ask them for help.

2 payment systems

We ship orders domestically and internationally. You can choose which carrier to use and which shipping speed. If you do not see an option you want, or if you want your order to be delivered overnight or by a specific date, please contact us.

Keep in mind that "2-day delivery" means 2 business days (excluding weekends and holidays). All express orders placed before 3 PM Mountain time will be shipped the very same day, and if after 3 pm - the following day. For example, if a 2-day delivery order has been placed on Friday after 3 PM Mountain time, it will be shipped on Saturday and delivered on Tuesday or Wednesday.

Due to the increased number of fraudulent claims of items not being received, we require a signature for all orders over $200. If you are not home at the time of delivery, the carrier will either try to re-deliver the next day, or they will leave you a note with an address where your mail can be picked up.

International orders will be shipped by DHL. It usually takes between one and five business days if the customs office in your country is not busy. It will take longer during the holiday season.

We do not ship to Spain because they do not allow CPAP equipment there. If you place an order from Russia or China, it can only be shipped by DHL if you are an officially registered business. Neither Russia nor China allows DHL delivery to individuals. If you are not a business, your order will be shipped by USPS Priority or Express mail.

If you are a buyer from Mexico, we will ship your order by USPS Priority or Express mail (no DHL shipments).

If you are an international buyer, expect to pay some kind of fees and duties. From our experience these charges can be as low as $83 Canadian dollars for Canadian buyers, and as high as $120 USD for buyers from Asia and some European countries.

We are not customs experts, so we do not know, nor can we predict, what customs taxes and/or dues will be included. It is the responsibility of the buyer to cover these charges. If a buyer changes his or her mind and decides to return the order because he/she does not want to pay the customs fees, we will issue a full refund except for the shipping charges we incurred.

We sell several different kits that fall into three categories - machines with a standard hoses, machines with heated hoses, and machines with a heated hose and a mask.

Regardless of the kit you have chosen, all machines are shipped with the built-in heated humidifier, water chamber, universal power supply, hose (heated or unheated), set of filters, and a carrying case. This combination of items is known as a kit model 37207. The model number will be printed on the box in which the machine is shipped.

If machine is shipped with a heated hose, it is kit model 37208. The heated hose is the only difference between 37207 and 37208.

Finally, the third kit includes a mask. There is no specific model number for this kit, so we advertise it as "37208 with a mask".

Please note that the unit itself has a model number 37028 printed on it. It should not be confused with the other model numbers.

All machines that we sell are brand new, unless specifically and prominently marked otherwise.

Please note that machines are shipped in travel cases. Each piece of accessory has its own compartment. If you cannot find something, like a hose, please check the travel case again. Hoses, for example, are located in zipped pockets. Memory cards could be either pre-installed or found in the paper sleeve along with the machine manuals.

All machines we ship come with a hose. Hose is located in a zipped compartment of your carry case (some customers find it difficult to locate). Plese refer to the photo below if you cannot find it.

location of the hose

If you are making a purchase for a kit with a mask and you do not know which mask you need, please ask your doctor or whoever did your sleep study. If it turns out that you breath with your mouth open at night, most likely you need a full face mask. If not, either a nasal mask or nasal pillows would suffice. We usually carry both types.

Please note that if the mask you received does not fit you, it cannot be replaced with another mask. Any masks that are opened cannot be resold and will be discarded for health reasons. Thus, please do your research or consult with your doctor prior to placing the order.

The power supply shipped with your machine can work with any voltage system in the world. You do not need any adapters or converters. You only need to use a power cord that has the correct electrical plug.

Please note that even though the heated hose is called "heated," it is not necessarily warm or hot to the touch. These hoses are heated just enough to prevent moisture condensation from occurring when the patient sleeps in a cold room. If you do not feel the hose warm to the touch, it is not an indication that it is faulty.

If you are planning on submitting a receipt to your insurance company for reimbursement, please contact us. We will be glad to prepare one for you. If your insurance company requires specific codes or wording on the receipt, let us know.

If you purchased an AirSense 10 AutoSet machine from us, keep in mind that it needs to be set up prior to use. Contrary to a popular belief, even though this machine is Auto-Adjusting, it still needs to be programmed properly. The best way to do this is to ask your doctor to help you. If you are planning on doing the programming yourself or making changes, you will need to access the clinical menu. Please press and hold simultaneously the Home and round Selection buttons for about five seconds. Once the clinical menu appears you can make any changes you desire.

clinical menu

If you need a clinical guide for your machine, please contact us.

If you feel that your machine is not working as expected (blowing too much air or not enough), it is most likely an incorrect setup. If you are confused and cannot program it properly, please ask your doctor for help. We are not allowed to set up machines for customers.

Your machine comes with a 2-year warranty. This warranty covers the machine and the power supply only. Accessories, such as water chambers or hoses, are covered by a 6-month warranty. If you need your unit to be serviced, please contact us, not the manufacturer. Your machine would need to be shipped back to us for service, repairs, or replacement. Additional warranty could be purchased for certain new and used CPAP machines.

It is extremely important to use distilled water for your humidifier. Never use tap water. Tap water contains salts that will be deposited to the bottom of the water chamber, which eventually leads to poor humidification performance, reduction of the water chamber heater life, and damage to the water chamber itself (it will eventually start leaking due to deformation caused by excessive heat needed to overcome the insulation effect of the salts). The manufacturer’s warranty does not cover improperly used water chambers, so if you found yours leaking, unfortunately, you would need to buy a new one.

Please use mild soap to clean your mask, water chamber, and hose. You want to clean your mask cushion on daily basis, and your hose once every six months. Depending on whether you smoke or have pets, your machine filters might need to be changed between once every three months to once a year. Never submerge your machine in water or clean it in a dishwasher. We sell cleaning kits that can assist you in cleaning your equipment faster.

The machines we sell are made for the U.S. market. We do not guarantee that they will have a cellular connection in your country. This is why we send memory cards with each international order.

You should ask your doctor to download and interpret your sleep data. If your doctor is unable to retrieve your sleep data, you can download software to access the data from your memory card on your own. Please visit an Apnea Board Forum for more information.

Please note that we do not support sleep data software or the MyAir app.

We ship all international orders with memory cards. If you are located in the U.S. and want an SD card to be shipped with your order, please let us know before or immediately after you placed the order.

Our official hours are from 9 AM and to 9 PM 7 days a week, but we are often available at other times to accommodate our international customers. If you receive a voicemail message when you call, it means we are on the phone with another customer. Please leave us a message and we will return your phone call promptly.

We have seen a number of people try a sleep apnea machine for a week and decide that it is not for them. This is a big mistake. You cannot expect to see the results of the therapy that fast.

Yes, you will feel miserable for at least a month, if not longer, but eventually you will see the benefits of the therapy. Your focus and concentration will improve greatly, your memory will ibe enhanced, and you will feel more full of evergy and awake.

It is extremely important to continue the therapy even if you feel like it is not working. You will eventually feel so much better! Please do not give up the therapy!

Our return policy is designed for customers who are purchasing our equipment with the intent to keep it. If someone wants to try a CPAP machine or a mask, they will be better off renting one somewhere first.

We do accept returns of CPAP machines and masks within 30 calendar days from the date of purchase, however, we do charge fees on returned items. If a machine is returned unused, we will refund 100% of the machine price minus the shipping costs.

If a machine is returned used, we charge 30% of the sale price plus the shipping we paid (if any).

Masks are accepted only in unopened packages. We do NOT offer any returns for opened or used masks.

For more information click here.

Keeping any mask in good, clean condition will lengthen its lifespan and ensure a user’s health and safety. Not only will regular cleaning increase the overall comfort of the therapy experience, but will ensure that the product operates correctly and provides an effective seal through the durations of treatment. While the user guide for each mask model contains complete instructions on cleaning the product, these general FAQ sections will provide the basics of what to do and what not to do when washing, rinsing, and storing your CPAP therapy mask for long-term use and benefits.

Why should a mask be cleaned?

For many reasons. To begin, there is dirt, oil, dust, and residue that can collect on a mask from the surrounding environment. This can not only damage or add wear to the mask and its materials, but can also collect upon the skin of the user if not cleaned thoroughly and regularly.

How often should a mask be cleaned?

In general, a mask should be cleaned every day or after each use. In addition, the headgear should be cleaned at least once every week.

How should a mask be cleaned?

Masks and headgear straps should be hand washed by gently rubbing them in warm water and mild soap. Components should be rinsed in filtered or potable water and air-dried outside of direct sunlight. Masks should never be exposed to sunlight for prolonged periods. Please refer to your mask user guide for more detailed instructions.

Every Day Washing or After Each Use:

  1. First disassemble the mask (see mask user guide for more detailed instructions). Disassemble any pillows or accessories from the frame.
  2. Thoroughly hand wash each component (excluding headgear and soft sleeves) by gently rubbing them in warm water (80°F/26°C < 86°F/30°C) and mild soap. To ensure the quality of the mask seal, any residual facial oils should be removed from the cushion after use.
  3. With a soft-bristle brush, clean all vents and swivels, swivel rings, or ball joints.
  4. Carefully Inspect each component to ensure that everything washed is visibly clean.
  5. Rinse all the components with potable water and air dry (again, outside of any exposure to direct sunlight).
  6. When all components are dry, reassemble your mask (see user guide for further instructions).

Additional Weekly Washing:

  1. Hand wash the headgear and soft sleeves if included.
  2. Rinse well with potable water and allow to air dry (out of direct sunlight).
  3. Note that headgear is washed as is without need for disassembly.
  4. Also note that headgear dyes may run during the first wash.

If any component shows signs of dirt, oils, cracking, or other wear continuing after cleaning, replace that component.

Some reviews of the Airsense 10 have complained about the built-in modem. Putting the Airsense 10 into "Airplane" mode supposedly disables the modem, but then the machine regularly prompts you to exit airplane mode.

As a semi-permanent solution, here is one way to disconnect the modem internally. The process takes just a few minutes, but it does require opening up the CPAP. These instructions are based on an Airsense 10 as sold in the US, containing a CDMA modem-on-a-chip by Telit, model CE910-DUAL.

Usual warnings: I will not take responsibility for damage to your equipment. Doing this might void your warranty. Doing this might annoy your DME vendor. And so on.

Required tools:

  • A Torx T-10 screwdriver.
  • A plastic scribe(s) for prying the case apart. A credit card or other piece of thin, rigid plastic might substitute. If you are willing to risk causing some damage to the case, a flathead screwdriver could be used instead.
  1. Start by unplugging the Airsense 10 and removing the water tank and hose.
  2. Remove the shiny black front bezel by grasping it at the top and gently prying it off. Fingernails should be sufficient.
  3. Remove the two exposed T-10 screws on the front of the Airsense 10.
  4. On the bottom of the Airsense 10, there are eight screws. Remove only the two screws at the very back of the CPAP, about 3/4" up the side.
  5. On the lower front of the machine carefully pry the upper housing FORWARD - there are several clips that run horizontally back into the machine.
  6. On the lower back of the CPAP gently pry the upper housing up and out. Take your time.
  7. Remove the upper housing from the machine.
  8. On the circuit board on the front of the machine, find the SD card cage on the left. Just below it, find a small black connector labelled J302 with four white wires running to it. You want to disconnect this gently. Place something smooth and flat under all of the wires and gently lift up. It should disconnect very easily. Do not force it.
  9. If you want, test the machine before reassembling it. Plug it in; make sure it runs. Under the "Options" menu, select "About". You should see blanks in the modem fields.
  10. Put the top cover back on. Proceed gently. You will need to press in on the front edge. Reinstall two screws in the front and two on the bottom. Replace the front bezel. You're done.

If you ever want to reconnect the modem, just open the machine as above and plug the connector back in.

P.S. to anyone from ResMed reading this: some of us do not consent to having our sleep data shared with you. I was very tempted to have my DME supplier swap out this ResMed device for another vendor's CPAP. I suggest that your future machines have an easy option to disable the modem and leave it disabled. Perhaps the modem could be an easily-removable add-on, as with the S9. Or perhaps you could have a hardware disable switch hidden inside one of the side panels.

Here's the machine with the front bezel removed. Both of these screws need to be removed.

The front edge of the top housing, showing three of the five clips that extend horizontally into the CPAP:

clips upfront SistemmaCPAP

The main board showing the modem wires (white) connected to J302, just below the SD card cage:

Connector SistemmaCPAP

With the modem disconnected:

success SistemmaCPAP

Credit to this workaround goes to member of cpaptalk board Sleep87.