Patient FAQ: Insurance, Orders and CPAP Supplies

Shipping, orders, and returns

The two most common reasons your order is pending is that we are either waiting on a prescription from your provider or your insurance to provide authorization.

Please see our return policy here.

Please contact our support team via the contact form and we will reach out to you within 24 to 48 hours. You may also call or use our live chat during business hours.

Eligibility, billing, and payments

The criterion is based on the insurance coverage you have. The average time is typically 3 to 6 months.

We accept a wide range of insurance providers and HMO's, but we would call and verify coverage for you and make you aware of any financial responsibility prior to order processing.

We recommend that you check your insurance providers EOB (Explanation of Benefits) or contact our billing team.

Click on BILL PAY in the top navigation of this website and create an account in the payment portal. You can view / pay invoices, setup auto-pay, and see your payment history!

Please contact our support team via the contact form and we will reach out to you within 24 to 48 hours. You may also call or use our live chat during business hours.

Qualifications for a PAP device include a signed and dated prescription with device settings, office notes, and a sleep study.

This is dependent on your insurance policy, but if prior authorization is required, it can be 7 to 14 days.

Product inquiries, training, and compliance

Once we receive and verify the required documentation and benefits for your order, we will contact you and schedule an appointment with one of our experienced staff members.

We're always here to help you and you can contact our support team via the contact form, live chat, or call.

The compliance requirements are 70% of the time, or 4 hours of continuous usage / sleep session for 21 days out of a 30 day period within the initial 90 days of starting your PAP therapy.

Your insurance may not continue to pay for the device and you may have to return the device to Hampton Homecare, or you can opt in to purchasing the machine privately.

Still have a question?

Our Long Island team answers the phone Monday to Friday, 9am to 5pm, and replies to messages within 24 to 48 business hours.

Shipping, orders, and returns

Why is my order still pending? Where is my order?

I wish to return my product. What is your return policy?

My order has incorrect or missing items. What is the best way to get this resolved as quickly as possible?

Eligibility, billing, and payments

When am I eligible for new PAP supplies?

Do you accept my insurance, and what portion of the cost will it cover?

I was billed an incorrect amount, or I am unsure why I was billed for certain items.

I have an outstanding balance on my account. How do I pay this? Do you offer a payment plan?

How do I update my payment method, shipping address, or insurance coverage on file?

Do I need a prescription from my doctor for the PAP device?

Do I need prior authorization from my insurance company? If so, how long does it take to receive?

Product inquiries, training, and compliance

How do I schedule a training session for my new PAP device?

I am having issues with my PAP device and/or mask. What do I do?

What are the compliance requirements for PAP usage?

What happens if I am not compliant with my PAP usage?

Still have a question?