Delivery Information

1. Overview

At CPAPstore.eu, we aim to provide fast, reliable, and seamless delivery services for every order. To achieve this, we carefully select courier companies with strong delivery coverage and reliable tracking systems.

By partnering with trusted couriers, we help ensure that your order is handled by reliable and efficient providers. We understand the importance of timely and secure deliveries, and we are committed to shipping your items promptly and in proper condition.

CPAPstore.eu is a European company based in Bulgaria. We offer deliveries to countries within the European Union and selected worldwide destinations. The final shipping cost is automatically calculated during checkout after you enter your delivery address.

2. Order Processing Stages

All orders go through the following stages:

1. Payment authorisation and fraud check before the order is forwarded to our warehouse.
2. Quality control and preparation of the goods.
3. Device configuration, where applicable and where a valid prescription or required information has been provided.
4. Dispatch of the order based on the delivery options selected or available during checkout.

Available delivery options may vary depending on several factors, including:

• Validity and accuracy of payment and shipping details.
• Product availability at the time of ordering.
• Current order processing volume.
• Product type and any documentation or configuration requirements.
• Size and weight of the order.
• Destination country and courier coverage.

Orders are usually processed within 1–2 working days, provided that the products are available in stock. Dispatch may take longer for back-ordered items, supplier delays, documentation checks, holidays, or high order volume.

We use DHL, UPS, or selected courier partners for free-shipping orders, depending on the delivery address and destination.

Important: estimated delivery times refer only to courier transport time and do not include CPAPstore.eu’s internal processing time.

3. Warehouse and Processing

All orders are shipped directly from our own warehouse in Sofia, Bulgaria.

We do not use third-party fulfilment for standard order dispatch and we do not share customer information with external suppliers for direct fulfilment, except where necessary for delivery, payment, legal compliance, or customer support.

• Processing days: Monday to Friday, excluding weekends and public holidays.
• Cut-off time: orders placed before 14:45 may be processed the same business day, where stock, payment, and workload allow.
• Handling: each device undergoes quality control before shipment.

If requested and where applicable, we may configure a CPAP device according to the patient’s prescription or provided therapy details, so the device is prepared before dispatch.

4. Packaging and Sustainability

We pack orders carefully to help protect products during transport.

• Discreet packaging: orders are packed in plain courier boxes, protective cartons, or bubble mailers depending on product size and weight.
• Paperless operation: for environmental reasons, printed invoices or unnecessary paperwork are usually not included inside parcels.
• Digital documents: invoices and necessary order documentation are sent by email where applicable.
• Eco-conscious materials: where possible, we use recyclable and sustainable packaging materials to reduce environmental impact.

5. European Union Destinations

For deliveries within the European Union, orders are shipped from our EU-based warehouse in Bulgaria. The available shipping options and final shipping cost are shown during checkout.

Delivery times usually apply to major European cities. Actual delivery times may vary depending on destination, remote location, courier coverage, holidays, weather, local logistics, or other external factors. Typical internal processing time is 1–2 working days unless the item is back-ordered or requires additional checks.

6. Worldwide and Non-EU Deliveries

CPAPstore.eu also ships to selected worldwide and non-EU destinations where courier service is available.

In some countries, local customs authorities may impose import VAT, customs duties, handling fees, brokerage fees, or other taxes. CPAPstore.eu does not assume responsibility for these additional charges unless clearly stated otherwise during checkout.

Please check your local customs regulations before placing an order.

Delivery estimates apply mainly to large cities. Actual delivery times may vary depending on destination, courier service, customs processing, and local logistics. Customs processing may add approximately 2–3 working days or more depending on the country.

7. For UK Customers

For UK orders, applicable handling fees, customs duties, and taxes may be included in the total amount shown at checkout, where this service is available.

8. Free Shipping

Free shipping may be available for selected orders and destinations, usually for orders from €150 where economy courier service is available.

Free shipping is not available for destinations where economy delivery is unavailable, including certain overseas, island, remote, or unsupported locations.

9. Tracking and Notifications

Once processing is complete and the order is prepared for dispatch, a tracking number is added to your order information where courier tracking is available.

A dispatch confirmation email is sent as soon as your parcel leaves our warehouse. Shipments can usually be tracked through the courier’s tracking system, such as DHL, UPS, Geniki Taxydromiki, or other available courier partners.

Please check your email regularly after placing an order, including spam or promotions folders, to avoid missing courier notifications.

10. Local Pickup in Bulgaria

Customers may choose the “Local Pickup” option during checkout where available.

Pickup may be available from:

• Physical Store: Sofia, Bulgaria
• Pickup Center: Petrich, Bulgaria

CPAPstore.eu operates primarily as an online store. For this reason, local pickup orders must be prepaid online.

When the order is ready, customers are contacted by phone within Bulgaria or by email with collection details.

11. Orders Sent by Courier Companies

Courier companies typically operate and deliver orders from Monday to Friday, usually between 9:00 AM and 5:00 PM.

If you have specific delivery requirements or exceptions, please add them in the “Customer Note” section during checkout or inform us by email. We will try to communicate this information to the courier company, but final delivery arrangements depend on the courier’s policies and local service availability.

Please check your email regularly for notifications from CPAPstore.eu or the courier company. Staying updated helps ensure a smooth and successful delivery experience.

12. Important Notice About Damaged Deliveries

It is important to follow the correct procedure when receiving a delivery so that any potential transport damage is properly documented.

Signing for the goods without noting damage may imply acceptance of the parcel in good condition. If transit damage is discovered later after acceptance, it may be difficult to make a courier compensation claim.

We encourage customers to inspect the package carefully and ensure they are satisfied with the condition of the goods before accepting delivery, even if the courier appears rushed.

Your attention to these procedures helps us address transport issues promptly and provide appropriate support.

13. Missed Deliveries

If you miss the delivery of your order, the courier may leave a notification card, sticker, email, or SMS with instructions for arranging a new delivery attempt or collection from a courier point.

We recommend contacting the courier promptly to reschedule delivery and avoid additional charges or return of the parcel.

If the original delivery address is not convenient, you may be able to request redirection to another address depending on courier rules. Please note that redelivery, relabelling, or address change fees may apply.

We advise customers to make delivery arrangements promptly to avoid unnecessary charges or delays.

14. Delivery Address Notes

Customers are responsible for providing a complete and correct delivery address, phone number, and email address during checkout.

PO Box numbers cannot be accepted as valid delivery addresses.

15. One Stop Shop VAT System in the EU

CPAPstore Ltd participates in the EU One Stop Shop VAT scheme. This helps ensure correct VAT handling for EU cross-border sales.

During checkout, the VAT percentage may be adjusted based on the delivery country within the European Union. Although the Bulgarian VAT rate is 20%, the VAT applied to your purchase may be recalculated according to the VAT rate of the destination country.

For orders shipped outside the European Union, EU VAT may be excluded during checkout where applicable. However, local customs authorities may apply import VAT, duties, handling fees, or other import charges upon arrival.

For a smoother delivery experience, we recommend checking with your local customs office before placing an international order.