Company Policy

At Continence Connection, our purpose is simple. We are dedicated to helping you find freedom by providing you with the widest selection and highest quality incontinence products, with expert customer service that is unparalleled.

We don’t offer “free” shipping on all of our products like our competitors because nothing in this world is free, as you know. Instead of overpaying on shipping, at Continence Connection you pay the UPS, computer-calculated shipping cost based on the weight of the product you are purchasing and nothing more. You can save even more money by registering for our AutoDelivery Program, so you will receive your incontinence products on a schedule that works for you.

Continence Connection is dedicated to customer satisfaction and making sure you or your loved one is using an incontinence product that works so life can be lived and enjoyed to the fullest.

Shipping is hassle free, and it's always fast. Orders are always placed and shipped within 24 hours of when you place it.

Continence Connection is the only online incontinence products store that offers expert clinicians, nurses, who have the knowledge to help you and care about your confidence and happiness.

Please feel free to browse our website and let us know if there is anything we can do to help you.

Can't find the right product or brand?
Found a better price online?
Call us toll free at (888)356-6993 or send us an email.

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 2pm EST Monday through Friday. Next Day or Second Day Air orders placed after 2pm 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?
Some 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 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 $10.00 is applicable for all returned products. There is a $20.00 restocking fee for cases or partial cases of products that were purchased with shipping fees included in the original cost. 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 undergarments. We understand the frustration this may cause, however due to hygiene and health codes 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.

I have a coupon for a discount. Can I use it with purchases on the Special Products of the Month?
Since we are offering the very bottom price that we can, often paying for a portion of the shipping on large case-orders, we are not able to accept coupons on specials.

Personalized Consultation + Best Prices + Broad Selection + Outstanding Customer Service

Can't find the right product or brand? Found a better price online?Call us toll free at (888)356-6993 or send us an email.

Can't find the right product or brand?
Found a better price online?
Call us toll free at (888)356-6993 or send us an email.