Frequently Asked Questions

The Customer Service business hours for Agility Medical are Monday-Friday 9am-5pm Australia/Brisbane

You can reach our customer service team in the following ways:

• E-mail Us: info@qgilitymedical.com.au
• Use the live chat support feature on our site during regular business hours (Monday-Friday 9am-5pm Australia/Brisbane.)
• Call us at +61730414111 during regular business hours. (Monday-Friday 9am-5pm Australia/Brisbane.)
• WhatsApp us at +61433011849 during regular business hours. (Monday-Friday 9am-5pm Australia/Brisbane.)

Obstructive Sleep Apnea is the most common form of sleep apnea and is caused by an obstruction in the upper airway commonly caused by muscle relaxation in the throat or narrow or blocked airway.

CPAP – Continuous Positive Airway Pressure – Single fixed pressure for a continuous pressure flow.

APAP – Auto-Titrating Positive Airway Pressure – This device is set within a range of pressure (usually 4-20 cm H2O) and monitors changes in breathing then automatically adjusts pressure to compensate for the pauses in breath.

BiPAP – Bi-Level  Positive Airway Pressure – Two fixed pressures, one for inhalation, one for exhalation

A prescription may be required for purchase of some items on our website. If the product requires a prescription, our team members will confirm the prescription details before supplying the item.

Prescription must include:

• Patient’s first and last name
• Patient’s date of birth
• Physician’s information and signature
• Prescribed pressure setting (Bi-PAP must include IPAP and EPAP pressures, APAP must include minimum and maximum pressure)

Any masks can be used on CPAP, BiPAP and APAP machines; there is a standard 22mm connection.

Mask choice is a decision that is highly personalised.  There are several mask types available including nasal mask, nasal pillows, full face, oral, and hybrid.  There are some basic tips to take into consideration when choosing a mask.  If you are a mouth breather or tend to leak air from the mouth a full face mask might be the best option.  If you have a moustache a nasal pillow could be a good fit, add a chin strap if you primarily breathe through your mouth while sleeping.  There are also masks that work best for higher pressure, we have these masks marked in product description.

It is recommended to replace your CPAP/BiPAP machine with a new one every 3-5 years. Check with your doctor to ensure you are replacing yours on the appropriate schedule for you.

• CPAP Mask – 1 every 90 days
• CPAP Mask Cushion – 1 every 30 days
• CPAP Nasal Pillows – 2 pairs every 30 days
• Tubing – 1 every 90 days
• Headgear – 1 every 180 days
• Non-disposable filters – 2 every 180 days
• Disposable filters – 2 every 30 days
• Mask Chin Strap – 1 every 180 days
• Humidity Chamber – 1 every 180 days
• CPAP – in most cases every 3-5 years, or as necessary

To optimise the mask seal, facial oils should be removed from the cushion before use.  Hand wash mask in warm water using mild soap.  Rinse all components and allow to air dry out of direct sunlight.  Headgear can also be hand washed in warm water using mild detergent, rise well and allow to air dry. 

The clinical data gathered from the machine assists the physician in determining if treatment is effective and to make changes as needed. Compliance data is a record to confirm usage of treatment.

You may qualify to get CPAP supplies through insurance, but this is dependent on your insurance provider and insurance plan. Contact your insurance provider to see if you are eligible. Please reach out to us at info@agilitymedical.com.au for further queries.

You won’t know for sure unless you get tested by a qualified doctor/clinician. We can help you with testing, and sleep screening. However, waking up tired, experiencing morning headaches, having daily fatigue, and snoring are all signs that may point to sleep apnea. If you have those symptoms get tested!

Unfortunately, at this time we do not ship outside of Australia.

AM Club is a new approach to delivering a regular and scheduled shipment of all your CPAP supplies.

We charge you a small recurring fee and deliver a fresh CPAP mask, tubes and filters to your door every 4 months.

We work with the major manufacturers to provide a selection of the most popular CPAP masks, tubing, filters and other accessories.

You get one shipment with all the CPAP supplies (as per the plan you selected) you’ll need for the next four months and you just pay one low, monthly payment.

AM Club lets you know when it’s time to change your filters, clean your mask and tubing. Four months after your first order, we’ll let you know (via email) that it’s time to replace your CPAP supplies, and we will ship out a package with your CPAP supplies.

We need to know which CPAP breathing machine you use so we can send you the correct filters. Filters are specific to machines. 

If you don’t see your CPAP breathing machine model listed, please contact us at info@agilitymedical.com.au. Please include the make and model of the CPAP breathing machine you use. 

We do support many machines. The most popular machines are listed right now and more will be added as we grow.

In the meantime, let us know which machines you use so we get you the correct filters.

Please note that CPAP machines are not a part of your AM Club subscription.

Our goal at AM Club is to offer all the necessary CPAP supplies for good sleep hygiene in simple, scheduled four monthly shipments.

We want the program to be even easier for the end user to afford with a recurring payment.

When you sign up for a package with Monthly CPAP Club, you will be charged $11.99/week and up, depending on your selected package.

We will ship out a package within 7 business days of your order with all the CPAP supplies (as per your selected package) you’ll need to properly treat your sleep apnea with clean and effective supplies.

The next scheduled shipment for your account will commence 4 months after your initial first shipment. We’ll send you an email your next delivery is on the way.

The best part about AM Club for those living with sleep apnea is that CPAP supplies are one less thing you’ll have to regularly order, schedule or pick up. We ship you the supplies you’ll need for the next four months and ship you another package in four months with all new and fresh CPAP supplies.

We don’t take insurance at this time. Our program is perfect for patients with high deductible plans, in most cases your out-of-pocket costs are less. The plans start at $11.99/week.