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Order Online
or by Phone Toll-Free!
1-888-356-6993

Customer Service Hours (EST):
Mon.-Thurs.: 9:00AM to 7PM
Fri.: 9:30AM to 5PM
Sat.: 8:30AM to 2PM

Home > Company Policy

Find Quick Answers to Frequently Asked Questions...

What do you accept for payment?
We accept Visa/MC, Discover, American Express, Debit cards and PayPal. Your credit card will be charged when your order is placed. If you would like to place an order without using a credit card online, you can do so by calling toll-free 888-356-6993. We accept orders by credit card over the phone. Or, if you prefer to pay by personal check or money order you may place your order by phone and once we receive your check and upon clearing we will ship your order.

Do you take orders over the phone?
Yes we do! Call us toll-free at 1-888-356-6993. Our expert incontinence consultants are available to assist you Monday through Friday, 9 a.m. through 5 p.m. U.S., EST. After 5 p.m. please e-mail us or leave your message on our answering system and we will contact you the next business day.

How is my order shipped?
We use major carriers like UPS, FedEx, and the United States Postal Service to ship most orders in the continental United States only. We reserve the right to choose or change the carrier if it would expedite the shipping of your order but not alter the shipping fee. All in-stock items will be shipped within one to two business days. Orders that are placed with Next Day or Second Day Air requests will be shipped the same day if placed by 4pm EST Monday through Friday. Next Day or Second Day Air orders placed after 4pm EST will be shipped the following business day.

What are the shipping costs?
On items that do not offer Free Shipping, shipping costs will be calculated at checkout. Shipping on multiple orders of heavy cases of briefs, wipes and underpads may be subject to additional shipping charges. You will be notified by e-mail if you place a multiple case order that would involve greater shipping charges. At that time you will have the opportunity to approve of the additional charges or cancel your order.

Do you offer expedited shipping?
Please call 888-356-6993 for shipping charges on orders that you would like expedited.

Do you ship outside the U.S.?
We apologize but we do not ship outside the US at this time.

Do you charge sales tax?
Massachusetts customers will be charges a 5% sales tax, which is applied checkout when applicable.

Do you offer Free Shipping?
Many of our products are offered with shipping included. These products are shipped like every other product in the store, within 24-48 hours of purchase. "Free Shipping." Products can also be expedited via a 2nd-Day Air option for the additional charge upon request, if available.

Do you have a guarantee or return policy?
Yes. At Continence Connection, LLC, we stand behind our products and services 100%. If for any reason you are not satisfied with the products you receive from us, you may return any unopened packages within 30 days for a full, no-questions-asked refund of your purchase price. A re-stocking fee of $25.00 is applicable for all case-sizes of incontinence products. When we receive your return, we'll credit your account or issue you a full-refund within 14 days. EXCEPTION: Due to the nature of the product we can not accept returns on any washable underwear. We understand the frustration this may cause, however there are no exceptions to this policy.

What if my product is back ordered?
If your product is backordered, we will let you know when to expect the product to be available. We will not charge your credit card until your product is shipped. We will e-mail you the status of your order periodically, between the time the order was placed and when it is shipped.

Order Online
or by Phone Toll-Free!
1-888-356-6993