GEM SLEEP FAQs

What if I need to cancel my order?

Please contact support@mygemsleep.com or call us to cancel your order. Please review our return and cancellation policy here.

If you need to cancel a virtual appointment, please do so within the GEM Portal, we ask that you kindly cancel or reschedule your appointment within 24 hours of your scheduled appointment date/time.

What if I need to return my device?

See our returns and cancellation policy here.

What is a Home Sleep Study?

WatchPAT is an innovative Home Sleep Test that uses sophisticated sensors to provide a comprehensive sleep test report without leaving the comfort of your own bedroom. A small wrist-mounted device, WatchPAT is easy to operate, with fast and accurate results. WatchPAT has been proven to provide equivalent results to in-lab tests.

How can I reset my account password?

At Account Sign-In click ‘Forgot Password’. This will allow you to reset your password and then verify the change via email.

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How do I find my order number and/or tracking information?

All order purchase history/tracking information can be found within your email. If you need help finding the status of your order, please contact GEM SLEEP at:

info@gem.health

1-833-946-4GEM(4436)

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How do I pay my GEM SLEEP bill?

Once your claim has been processed by insurance, if there is a patient portion due you will receive an electronic invoice from GEM SLEEP. GEM SLEEP uses a 3rd party vendor for payment collections (CollectPlus/Allegiance Group), all communications will come via e-delivery (email, sms or phone call). To pay your bill, log into your GEM SLEEP account and it click the PAY MY BILL option in the upper right hand corner. You will have the option to pay the full balance or set-up a reoccurring payment plan. Note that invoices not paid within 45 days of the initial statement are subject to late fees.

Text messages will come from the following number: 1-351-777-6119. If you are having issues, you may also request a paper statement from the GEM SUPPORT team or we can take your payment over the phone.

Who can I contact if I have questions?

GEM SLEEP is happy to answer any questions you have!

Email: info@gem.health

Phone: 1-833-946-4GEM(4436)

Text Message: 612-808-8930

Please note our regular business hours are Monday -Friday from 8am -5pm CST. If you contact us outside of business hours, we will respond to you on the next business day. Note that our hours may differ on major US holidays.

I ordered a Home Sleep Test, where is my package?

Shipment timelines for. your HST will vary depending on if you require an initial consultation and if you paid using insurance.

If your HST can ship right away, it typically takes between 5-7 business days to receive.

If you need to complete an initial consultation, the HST will ship AFTER your visit.

If pay with insurance, and your insurance requires a Prior Authorization (PA), then we need to wait for insurance approval before we can ship, which can take up to 10 days AFTER the visit is completed.

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Check your email for updates on the status of your order. Once your order has shipped you will receive an email with the package tracking number so you can follow your package while in transit to the address provided. Otherwise log-in into your GEM SLEEP account for more updates.

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Not finding what you are looking for? Contact us and we will be happy to provide you a status update.

Does GEM SLEEP take Insurance?

GEM SLEEP accepts some major health plans and is actively adding additional coverage. You will be asked during the checkout process to enter your Insurance information and we will tell you if your plan is covered. If you are NOT covered using insurance, we will offer additional options for payment. To see our growing list of insurance companies in network with GEM, head over to our insurance page.

Where can I see the results of my sleep study?

If your Home Sleep Test has been reviewed you will be able to see the results of your sleep study within the Diagnosis tab.

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If your results are not yet complete you will receive an email notification when they are ready to review. Once complete, you will get a downloadable version of your Sleep Study Report and if you have OSA (Obstructive Sleep Apnea) you will also be given a CPAP/OSA Treatment Prescription.

Where can I find my order status?

If you placed an order with GEM SLEEP, thank you! We take pride in ensuring our orders are correct and delivered in a timely manner.

You will receive email notices throughout the order process to update you on when its shipped (including a tracking number) and when it has been delivered.

You may also visit the HOME PAGE for more information.

How can I change my username?

Once logged in, go to the Account icon at the upper left-hand corner. From here click Edit, then enter your updated information. If you change your username you will be prompted to verify your email address again, and an email will be sent to the email address supplied.

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Will I be required to complete a Virtual Visit?

You may be required to complete a Virtual Visit with GEM SLEEP for your Home Sleep Study or CPAP order. Virtual visits are required to be completed in some states and/or with some insurance plans. We will notify you during the checkout process if a visit is required. We do our best to offer multiple times and dates to choose from for your visit. All visits are less than 15 minutes in length.

*Please Note: If you choose to do self-pay on a Home Sleep Study and it DOES NOT require a virtual visit, it may impact your ability to use Insurance for your CPAP treatment if you are diagnosed with Sleep Apnea.

What are the most common signs of sleep apnea?

Symptoms of obstructive sleep apnea include:

Excessive daytime fatigue
Restless sleep
Snoring
Headaches
Mood swings

For more information,

Visit the Support Tab to view our full content library of blog articles, videos, and more! Check back often as we are continually adding new information and content.

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How do I exchange my mask for a different one?

Here at GEM SLEEP we want to be sure you are completely satisfied with your CPAP equipment including your mask. We understand that adjusting to a mask and finding one that works best for you can take time, that is why GEM SLEEP offers a 30 Day Mask Guarantee.

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We do our best to fit you with the best mask the first time, but if you would like to try a different option and are within the 30 days from original purchase please contact us at support@gem.health. We will work with you to select an alternative option for not additional cost.

What if I need to cancel or reschedule my appointment?

We get it, things come up! We kindly ask that you reschedule or cancel your appointment within 24 hours of the scheduled visit. To change your appointment please log into your GEM account at https://portal.gem.health/sign-in.

Be sure to review or Virtual Visit Cancellation and No Show Policy.

How long does it typically take for my sleep study to be reviewed once I submit it?

We want this experience to be as quick and easy as possible! Our GEM SLEEP PROVIDERS typically review submitted sleep studies within 7-10 business days from receiving. You will receive an email when your data has been submitted and will receive another email when the results are complete and ready to be reviewed.

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What treatment options does GEM SLEEP offer?

If you are diagnosed with OSA (Obstructive Sleep Apnea) through a GEM sleep study or have a prior diagnosis of OSA, GEM SLEEP offers several treatment options depending on your unique circumstance; including Continuous Positive Airway Pressure (CPAP) therapy and oral appliance therapy (through a referral to a GEM SLEEP MEDICINE DENTIST).

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Does the CPAP Machine include warranty?

All CPAP machines have a 2-year warranty. If you are having issues with your CPAP machine, please contact info@gem.health and we will assist with next steps.

Does GEM Provide Compliance Reporting if my Employer or DOT Requires It?

You can access reports about your home sleep study, prescription and CPAP usage. To download your home sleep study, log in to your GEM account and select "Download Sleep Report" in the Diagnosis section. A PDF of your sleep study report will download. A CPAP compliance report is available from ResMed's myAir companion app. On the myAir main screen, select the "History" tab. Select "Report" in the top right corner. Select the icon in the top right corner to text, email or print the report. If you need instructions on setting up the myAir app, see our CPAP set up guide.

If you have a REACT CPAP machine, please reference this React quick start guide (page 2). It includes options for how to access your compliance report.

When can I contact my GEM SLEEP Coach?

GEM Sleep coaches are available for response to phone calls, emails or text messages during regular business hours: M-F - 8am-5pm CST. If you send a message outside of these hours your coach will get back to the next business day.

Can I Order Less than a 90 day Supply on Replacement Parts?

Yes, you can. All supplies within the GEM Portal are sold in 90 day supply quantities for convenience. If you wish to purchase less than a 90 day supply you may do it directly from our online supply site here.

Let us make it simple for you by enrolling in our supply auto-ship program. We will automatically mail you supplies every 90 days, shipments are not released until you approve it. You may disenroll at anytime.

How is the cost of my HST credited back when I purchase CPAP therapy?

The cost of your HST will be credited back to you in the form of a promotional discount when you purchase CPAP therapy from GEM SLEEP. To receive this credit, use promo code HSTBACK189 during the CPAP check-out process. This will take $189 off the CPAP Starter Bundle price, this discount is in addition to the 5% bundled price savings. Promotional discount is not valid on insurance purchases.

Code should be added DURING the checkout process.

Can I wear my Orthodontic treatment during my home sleep study?

Wearing orthodontic/dental treatment (that is NOT an Oral Appliance for Sleep Apnea) will not affect the results of your Home Sleep Study. Items that are okay include: mouth guard for grinding, Invisalign (or other teeth straightening device/system), retainers, etc. If you have a question about something you are using while sleeping, please contact our support team and they will be glad to help you.

Does GEM SLEEP offer a Price Match Guarantee on Replacement Supplies?

Yes, at GEM SLEEP we strive to offer our patients not only the highest quality products, but also at a fair price. GEM SLEEP will offer a price match guarantee on the exact same item from another retailer. To qualify the item must be exactly the same, including, but not limited to: qty, color, size, model, year, etc. Price matches cannot be offered on: the home sleep study, items being purchased using insurance or CPAP starter bundles.

Does GEM SLEEP offer discounts?

GEM SLEEP on occasion will offer discounts on our products/services. These will either be sent to the patient via text, email or presented within the portal. Only ONE discount code may be used per purchase. Discount codes may not be used on orders using insurance.