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How are orders Shipped?
All orders purchased from TheIncontinenceStore.com are shipped via Regular Ground UPS, with normal delivery within 5 days. We ship to any UPS acceptable address in the US. We do not add shipping for orders to the continental 48 states (Shipping to AK and HI is not free). IF YOU NEED EXPRESS DELIVERY CALL-IN YOUR ORDER TO CUSTOMER SERVICE AND ASK FOR EXPRESS DELIVERY (An additional charge will apply).
How Can I track my Order?
When your order is shipped (usually within 24 hours of placing your order) it will be assigned a UPS number. Anytime after the order is shipped, you can call customer service, 800-315-6195 to inquire about your delivery status. If your order is out of stock we will let you know within 24 hours.
Do You Ship Outside the US?
We are currently not accepting orders for shipment outside the United States.
Explain the Free Shipping Special?
Free Shipping for all Standard UPS Ground orders only. This applies to the continental 48 States. You Will Not find lower net prices on Adult Diapers on the Internet!
Sorry, Free Shipping does not apply to Alaska or Hawaii deliveries. Discounted shipping rates for AK and HI will be added upon checkout.
Second Day or Next Day shipping is not Free.
Shipping is charged back on returns, see below . . .
What about Returns, Exchanges and Refunds?
All returns or exchanges must be completed within 30-days of original shipping date. All items must be new, unopened and in the original packaging. Customers are responsible for selecting the correct size!
Orders shipped via UPS are subject to "Terms and Conditions of Service" as detailed on UPS.com.
EXCHANGES We understand that sometimes our customers order the wrong size or need to exchange a product purchased from our site. Please contact us for return/exchange information. Customers must pay for shipping both directions.
REFUNDS Refund returns are subject to a 10% restocking fee plus the original cost of shipping. Please note that the original cost of shipping will be charged back to the customer regardless of whether the original shipping was free (approx. $10/case each way).
How Does Your Satisfaction Guarantee Work?
Our Mission is to offer our customers the highest quality incontinence products available. To this end, our Satisfaction Guarantee works like this:
If you are not satisfied with the product you purchase from us, and you have a product that you feel is of better quality, pack up the unopened packages you purchased from us along with a sample and name of the product you feel is better, and return it to us for a refund of the case price.
As stated above, you must call us for a prepaid return shipping label.
You must not have opened more than one of the packages in your case.
Direct Questions about our Guarantee to help@theincontinencestore.com
How do I place an order?
1) Order online with Visa, MasterCard, Discover or American Express. Choose your items and add them to your cart. When ready, click on checkout and place your order with our secure credit card processing system.
2) FAX your order. To do this, follow the same steps as above. When you check out choose "Mail Order" as you payment method and then submit. This will take you to a confirmation page that you can print out and FAX to us at 314-993-2648.
3) Order by phone. You can call your order into customer service during our regular business hours. See the "Contact Us" page of this website.
Can I order sample or trial packs instead of a case?
By and large, people who purchase our products use them on a daily basis and therefore they don't mind purchasing a case or more at a time. By selling our products by the case, we are able to sell for a lot less than grocery or drug stores or even other websites which sell in smaller lots. Currently, we are unable to sell partial cases or individual packs without adversely effecting our low prices.
Can I leave a comment about your website?
We love to hear what our customers are thinking. Please tell us what your think about TheIncontinenceStore.com, or tell us how we might be able to improve. Naturally, we'd love to hear if you were satisfied with your order - and we might even print your comments on our website.
Please email comments to: manager@TheIncontinenceStore.com
How can I contact you directly?
You can call, fax or email us with any additional questions, comments or suggestions. Please see the "Contact Us" page of this website for phone numbers and addresses.
Click on this link for information on contacting us now.
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