Shipping & Return Policy

Effective Date: July 1, 2025

Contact: support@borderdme.com

Address: 6019 McPherson Rd Unit 4-5, Laredo, TX 78040

Shipping Policy

  • We offer nationwide shipping across the United States.
  • Orders are typically processed within 1-2 business days.
  • Standard shipping takes 3–7 business days depending on location.
  • Expedited shipping is available at checkout. Shipping fees are non-refundable.

Return & Refund Policy

At Border DME, your satisfaction is our priority. We offer a 60-day return window from the delivery date for most items. Please review the return guidelines below:

New & Unopened Items

  • Eligible for a full refund to your original payment method or 100% store credit.
  • Items must be returned in original packaging with manuals, accessories, and tags intact.
  • Return shipping costs are the responsibility of the customer. A prepaid label may be requested (subject to a $10–$20 deduction from the refund).

Opened or Used Items

  • May qualify for a return as store credit only after review.
  • Must be in clean, undamaged condition with all original components.
  • Return shipping is deducted from store credit.

Excluded Items (Final Sale if Opened)

The following products are not eligible for return or refund if opened or used:

  • CPAP Masks (if not part of a complete system)
  • Mask Cushions, Frames, or Headgear
  • Water Chambers, Tubing, Filters, Adapters
  • Oral Appliances, HumidX Cartridges
  • Cleaning Supplies, Batteries, Power Cords
  • Opened pillows, chin straps, and liners
  • Gift Cards and Subscription Services

CPAP Mask Exchange Guarantee

We offer a one-time CPAP mask exchange within 60 days from delivery if it does not fit comfortably. Eligible for complete mask systems only (not individual parts).

Return Process

  1. Email support@borderdme.com with your order number and reason for return.
  2. We'll confirm eligibility and send an RMA (Return Merchandise Authorization) with instructions.
  3. Drop off at a designated carrier (FedEx, UPS, USPS). Return labels are valid for 14 days.
  4. Refunds or store credit are issued within 7–10 business days of item inspection.

Damaged or Defective Items

Please inspect your order upon arrival. If your item is defective or damaged, contact us within 3 days of receipt for a replacement or refund.

Limitations

  • Returns must be initiated within 60 days from delivery date.
  • We do not refund expedited shipping fees.
  • We reserve the right to deny returns that do not meet policy requirements.